To manage call routing in MightyCall, a range of so-called agent presence statuses is used, which determine whether a user can receive or make a call at the moment. Your current status and its duration are shown in the upper panel on the web or in the desktop app.
- Default statuses
- Outbound calls only
- Offline status
- Online vs Offline
- Offline vs Available/DnD
- Offline Status and Receiving Inbound Calls
- Managing Statuses on Different Platforms
Default statuses
Some statuses are automated (for example, On a call is assigned when a user is on a call), while others can be manually selected by the user.
| Status | Description | Will inbound calls be routed to the agent? | Can the agent make outbound calls? | Can the agent manually set up the status? |
| Available | Agent is available for incoming calls. | Yes | Yes | Yes |
| Do not Disturb | Agent is unavailable for calls. | No | Yes | Yes |
| On a Call | Agent is currently on a call. | No | No | No, assigned by the system |
| Wrap Up | Agent is finishing up processing a campaign call. | No | No | |
| Outbound Calls Only | Agent has disabled all call forwarding options for incoming calls in their personal settings. | No | No | No, assigned by the system |
| Offline | Agent has no active webphone (on the web or in the desktop app). Additionally, the agent hasn't granted the microphone access. | Yes, if the mobile app, forwarding number(s) or SIP phone are enabled in their personal settings. | Yes, via the mobile app or SIP phone | No, assigned by the system |
Outbound calls only
If you switch all your call forwarding options on in your personal settings, your status will switch to Outbound calls only. You will still be able to call out, but not available to receive inbound calls.
Outbound calls only is similar to Do not Disturb, as you can make outbound calls in both statuses. However, Do not Disturb may mean you're logged off work for the day, as opposed to switching to outbound calls only. This is quite useful for team managers and supervisors.
Offline status
If a team member is shown as offline, it means their webphone isn't currently active: when the agent isn’t logged in on the web/in the desktop app.
Turning the webphone call forwarding option on/off won't affect the Offline status!
For example, Bill here didn't enable webphone for receiving calls, however, he is logged in, so his status is Available.
Yet if Bill turns on the webphone for receiving calls and logs off his browser, he will be shown as Offline in the Supervisor workspace and the Team list in the Agent workspace:
Online vs Offline
An agent is switched to the Offline status, if:
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They close the browser tab with their MightyCall dashboard.
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They close the desktop app (via logout or from the list of running apps), although the app minimized to the system tray is still considered active.
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They log out of their MightyCall account on the web/in the desktop.
- They didn't allow access to their microphone in the browser.
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Their internet connectivity is lost.
An agent is considered to switch to the Online state, if, with a working internet connection:
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They log into their MightyCall account (via a web browser or desktop app).
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They open a browser tab/run the desktop app when already logged in.
Offline vs Available/DnD
If an agent is logged in only via the mobile app or SIP, other team members will see them in the Offline status. However, the agent will see their own status as one of the types like Available, Do not Disturb, etc.
Offline Status and Receiving Inbound Calls
The Offline status does not restrict routing of regular inbound calls (non-campaign calls). If the user has configured devices such as the mobile app or SIP phone, the call will be routed to them. Upon receiving the call, the user’s status will switch to On a Call, and return to Offline after the call.
Managing Statuses on Different Platforms
| Action | Web/Desktop App | Mobile App | Softphone/Deskphone |
| Changing statuses | Yes | Yes | Yes |
| Creating custom statuses | Yes (upon request) | No | No |
| Analyzing team performance | Yes | No | No |