On the Mitel CX console agents will need to set their availability status to allow for interactions to be received or in some cases rejected. This guide will explain how the default Mitel statuses interact with Talkative. 

This guide will cover the default statuses only, other statuses may be configured on your Mitel platform

Mitel Statuses

Mitel statuses can be seen at the top right of the page, by default an agent will have access to statuses such as Available, Busy, Do Not Disturb and Offline. 

Offline

• The offline status means that the agent will not receive any interactions from Talkative. While the Agent is logged into to Mitel and Talkative, by default they will be assigned the offline status. The Agent will need to change their status away from Offline to start receiving interactions. 

Do Not Disturb

• This is similar to the offline status where an agent will not receive interactions from Talkative. This status may be assigned to an agent while you are handling an interaction, so that the agent doesn't receive any others while they handle it. 

Busy 

• When an agent is set as busy, by default the agent will not be able to accept any interactions. An agent may automatically be set as busy, if they decline an incoming interaction or fail to accept it in time. 

Available 

• When an agent is ready for an interaction, they need to be set as available. Interactions will be offered to agents that have been set as available. An agent should insure that they are only set as available when they can accept an interaction. If they are not at their desk they should instead set themselves as idle.