🟢 Documentation: Presence
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.
🟢
StatusesAvailable, busy, on call and on break.
🔄
Two sourcesCombines the app and the PBX; if the device is offline, that status wins.
👀
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.
🖥️ The states and where they come from
🟢
AvailableThe person has the app open, the extension registered and can receive calls.
🔴
On a call / Do not disturbOn a call is detected by the phone system; Do not disturb is chosen by the person or their supervisor.
⏸️
On a breakFor agents in queues: they stop receiving queue calls, with the reason visible.
⚫
OfflineThe device is off or has no secure connection. It overrides any previous state.
✅ Why it matters
- Fewer missed calls. The phone system does not send calls to an extension that is off or paused: it routes them to someone who can answer.
- The supervisor sees the operation. The Operator Panel shows who is free, on a call or on a break, and from there people can be moved.
- It updates itself. A change made by the supervisor shows up in the app within seconds, with no need to close and reopen it.
- It is measured. Reports show how long each agent was available, on a call or on a break.
If someone shows as available but gets no calls, it is almost always the secure connection: without an active tunnel the extension is not registered.
❓ Frequently asked questions
❓
Why do I show as offline if the app is open?It is almost always the secure connection: without an active tunnel the extension is not registered on the phone system.
❓
Can a supervisor change my state?Yes, they can pause you or remove you from a queue. The change is logged and you see it in the app.
❓
Does presence say whether I am working?No. It shows whether the extension can receive calls; it does not measure activity or hours worked.