🟢 Documentation: Presencia
Real-time agent status. What it is, how it works and how to use it — explained step by step.
🟢 Definition — Presence
Presence shows the real-time status of each agent: available, busy, on call or on break. It is combined from two sources —the TelHarbor app and the PBX— to reflect the real status. It is shown in Contacts, queues and the wallboard.
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StatusesAvailable, busy, on call and on break.
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Two sourcesCombines the app and the PBX; if the device is offline, that status wins.
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Where it showsContacts, queues, live wallboard and presence reports.
🗺️ Diagram
The app and the PBX provide the status; UCaaS combines them and shows it where needed.
The device status (online/offline) wins over a stale manual status — so presence stays reliable.
📘 Explanation (step by step)
- The agent sets their status in the app (available / break) or the PBX detects it (on call).
- UCaaS combines both sources; if the device is offline, it reflects that real status.
- Presence is shown in Contacts, in the queues and on the live wallboard.
- Presence reports measure how long each agent spent in each status.