Extended agent presence (calls) in ContactPad

When on a call, an agent can consult with another agent, telephone number, queue or service. Alternatively, the agent can transfer the call to another agent, queue or service. For more information about consulting and transferring calls, see Working with an inbound call. When an agent clicks to consult, a list of agents, queue names, and service names appears. Alongside the agents' names, one of the following statuses appears:

In the example, Benjy and Demo Agent are available right away for calls; Carys is working on a case but can accept a call; Abraham is logged in but temporarily unavailable—he cannot accept a call; and Helen is logged out and cannot accept calls.