Overview of status messages

You configure statuses in the Status Messages container.

In the CIC clients, statuses indicate whether or not an agent is available to take calls. Agents select their own statuses, and statuses can also be automatically assigned to them. Depending on the situation, customers may also be able to see agent statuses. Statuses are also used for reporting purposes.

If you want to play the text of a status message to callers, record a prompt with this text and add it to the CustomIVRSetUserStatus handler in Interaction Designer.

Related topics

Add a status message

Configuration