Plan requirement
| Subscription | UC-Essential or higher |
Being a member of a call group is not the same as being signed on to it, and a missed call can pause you without saying so.
Membership and sign-on are two things
An administrator puts you in a call group. That makes you a member. You still have to sign on before the group sends you calls, and after being added for the first time you are not signed on yet.
- Open Settings in Collaboration.
- Go to Contact center.
- Switch on sign-on for each call group you want calls from.
The switch that catches people out
In the same place there is Unavailable on away/dnd. With it on, setting your status to Away or Do not disturb pauses you in every call group you belong to.
That is usually what you want. It also means a status you set this morning and forgot about is a complete explanation for a quiet afternoon.
If there is no sign-on switch at all
Then you are a fixed member, added to the group in WMS rather than signing on yourself. Fixed membership takes the choice away, which is right for a reception desk and wrong for most other things.
Ask your administrator to take you off the fixed list if you are supposed to manage your own availability.
A missed call can pause you
Your administrator can set a group to pause an agent who does not answer, for the length of the wrap-up time. So one call you missed while making coffee can take you out of the queue without any announcement.
Check your sign-on state before concluding something is broken.
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