User guide

9
A collection of preferences that determines how your incoming calls are handled. Each personal
status consists of the following call handling preferences:
 Where I Am. Identifies the phone to which your incoming calls will be sent when the
personal status is active. The default Where I Am location is your phone, or your
forwarding number if your calls are forwarded.
 Taking calls. Specifies whether calls ring through to your phone or not when the
personal status is active.
 Queue calls. For Contact Center agents only, specifies whether queue calls are sent to
your phone when the personal status is active. For more about using personal statuses
as a Contact Center agent.
 Routing List. Specifies the routing list that Wave uses to process calls when the personal
status is active.
 Greeting. Specifies the recording that Wave plays to callers when they reach your
voicemail (or any other final action of your routing list) when the personal status is
active. Depending on the personal status, you can modify some of these preferences.
Available personal statuses
Five personal statuses are available to all users. Three additional personal statuses are available
only to Contact Center agents.
Personal statuses (for all users)
The following five personal statuses are available for all users.
ICON STATUS
Available
Do Not Disturb
In A Meeting
Out of the Office
On Vacation
DESCRIPTION
Lets people know that you are available to take calls. All calls ring through to
you according to your current call forwarding, routing list, and other settings.
If you are an agent in a Contact Center queue, you can use this status to make
yourself available for both queue and non-queue calls. For additional Contact
Center agent personal statuses, see the next table.
Lets people know that you are not taking calls. No calls ring your phone. Calls
are sent straight to the “unanswered” final action of your routing list (usually
your voicemail).
Note: You can create a call rule that overrides the Do Not Disturb personal
status by allowing calls from specific people to ring your phone.
These three personal statuses let people know where you are when you are
away from your desk. Like Do Not Disturb, these personal statuses send your
calls directly to the “unanswered” final action of your routing list (usually your
voicemail) without ringing your phone. You can change that default behavior
with these statuses.