--- title: Set Agent Availability slug: contact-center/r2IV-set-agent-availability createdAt: 2026-01-07T07:49:14.814Z --- 1. Once the agent is logged into Ameyo System, the agent needs to ensure that WebRTC status indicator turns “Green" (WebRTC is registered) after a few seconds. If the WebRTC status indicator remains “Red” then it shows that WebRTC is not registered, and the agent will not be able to make or receive calls. It is suggested to contact your Administrator immediately if WebRTC remains “RED,” for a longer duration. 2. Click :inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/-YBy0wn0A_2tjWvl0vLre-20260729-060140.png" alt caption}to access the WebRTC pop-up in the top-right corner. Here, the agent can see whether WebRTC indicator is green or red. ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/7Ah7czlwTg4_wY7gJcT3F-20260729-060141.png" size="90" width="392" height="376" darkWidth="392" darkHeight="376" position="center" caption="Figure: WebRTC Pop-up" showCaption="true"} 3. The Agent Status is a helpful way to monitor the agent login status for the supervisor or administrator. After the login, the agent has to change his current status from "Just Logged In (Unavailable)" to "Available". ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/OsOl_OLhw5nTouwnwx-Mi-20260729-060141.png" size="90" width="291" height="150" darkWidth="291" darkHeight="150" position="center" caption="Figure: Agent Status Options" showCaption="true"} This menu shows the current status of whether the agent is available to make or receive calls else the calls should be routed to other available agents by the system. These are custom default breaks that have been set by the Administrator. These breaks will help the Supervisor to identify which Agents are available for work and which are not. Some of the basic breaks which are used here are: :::Paragraph{listStyleType="disc" indent="2"} ***Lunch***\&#xNAN;**:** If an Agent is on the Lunch and will not be available for the next couple of minutes, then he can set his status to Lunch. ::: :::Paragraph{listStyleType="disc" listStart="2" indent="2"} ***Snacks***\&#xNAN;**:** It’s kind of a short break, which refers that the Agent on break and will be available in a short time. ::: :::Paragraph{listStyleType="disc" listStart="3" indent="2"} ***Training***\&#xNAN;**:** When the Agent has been in the Training and will not be available for some time, it may be of a couple of hours, then he can set his status on Training. ::: :::Paragraph{listStyleType="disc" listStart="4" indent="2"} ***Un-Available***\&#xNAN;**:** When the Agent will not be available for next some time due to any of the reason, then he can set his status to unavailable. ::: 4. Agents can change their status at any time using the first drop-down menu on the top right corner. The supervisor will get to know the agent status from the monitoring tab if any agent changes the status. 5. The Administrator can modify to add more status options (such as Short Break, Team Meeting, and others) so there can be more options apart from the default ones that are already available. 6. Here, you will also notice the following campaign icons. - Voice Campaign Icon - Chat Campaign Icon - Interaction (Ticket) Campaign Icon 7. The agent can click the campaign icons to turn on or off the campaign mode. ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/WRqAEOXWBWUly5uUtO1LP-20260729-060138.png" size="30" width="140" height="98" darkWidth="140" darkHeight="98" position="center" caption="Figure: Turn on or off Auto-mode for Chat and Voice Campaigns" showCaption="true"} ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/M-X-MD_fm8MEg--aURMR--20260729-060140.png" size="30" width="141" height="71" position="center" caption="Figure: Turn on or off Auto-mode for Voice Campaign" showCaption="true"} :::hint{type="info"} If the agent is logged in to multiple voice campaigns, then turning on auto-mode on will make it available in all voice campaigns. ::: :::hint{type="info"} **Break duration limits** — If your administrator configured a **maximum time** for a break reason on your voice campaign, staying on that break past the limit triggers an **in-app “break limit exceeded”** notification in your console header (for your user only). This applies to **how long** you stay on one break, not to a separate “you have taken too many breaks today” alert. **Break counts** are visible to supervisors and in reports; they do not use the same agent notification path as a single-break duration breach. ::: 8. Click the toggle switch to turn on or off the auto-mode for campaigns. After turning off, the campaign icon and its toggle switch are displayed in gray color. If the Administrator had configured that the agent cannot set the Interaction Campaign to auto-off, then the toggle switch of Interaction Campaign is displayed in the blue color. The agent will always remain available in the Interaction Campaign with this always-on toggle and cannot turn it off. ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/mWitha6hTAMbqQShDYipx-20260729-060138.png" size="30" width="145" height="103" position="center" caption="Figure: Force Auto-on for Interaction Campaign" showCaption="true"} *** 9. With the campaign icons, the list of campaigns in which the agent is logged in can be accessed. ::Image[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/HM7gUL-TJ7lutbfyPUrTs-20260729-060139.png" size="30" width="157" height="265" position="center" caption="Figure: List of Campaigns" showCaption="true"} 10. Click :inlineImage[]{src="https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/w60MawhMs83OirODbi48b-20260729-055750.png" alt caption}icon on the right bar and a small telephony pop-up slide from the left. Here, the agent can see if the WebRTC indicator is "red" or "green". ## Privileges | Privilege Key | Description | Default roles | | --------------------------------------------------------------- | --------------------------------------------- | ------------- | | `contactcenter:dacx-cc.agent.change-status:invoke-access` | Change own status (Available / Break reasons) | Agent | | `campaign:dacx-campaign.agent.auto-call.toggle:invoke-access` | Toggle Auto-Call for voice campaigns | Agent | | `campaign:dacx-campaign.agent.auto-chat.toggle:invoke-access` | Toggle Auto-Chat for chat campaigns | Agent | | `campaign:dacx-campaign.agent.auto-ticket.toggle:invoke-access` | Toggle Auto-Ticket for interaction campaigns | Agent | ## Configuration parameters | Key / parameter | Description | How to configure | Constraints | Sample | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------- | -------------------------------------------------- | ------------------------ | | Break Reasons | Available not-ready reasons (Lunch, Snacks, Training, Un-Available, custom). | Administrator > **System Configuration** > **Break Reasons**. | Label + optional max duration. | `Short Break (10 min)`. | | Force Interaction Auto-On | Prevents the agent from turning Auto-Ticket off. | Administrator > **Process** > **\[Campaign]** > **Settings** > **Force Interaction Auto-On**. | On/Off. | On for ticket queues. | | WebRTC server | Voice media server the browser registers against. | Administrator > **System Configuration** > **Voice Resources** > **WebRTC**. | Valid SIP URL / credentials. | `wss://sip.example.com`. | | Initial status on login | Default agent status immediately after login. | Administrator > **User Management** > **Initial Status**. | `Just Logged In (Unavailable)` / `Auto Available`. | `Just Logged In`. | | `showTotalBreakDurationInWebaccess` | Controls whether **total break duration** may appear in the agent web-access / toolbar stats area (where the build exposes it). | Administrator > **System Configuration** > **Server Preferences** (preference store). | Boolean; default **On**. | On. | ## Related pages - [Agent Not Ready](docId:8VfVgz_qZDr8CCCPmiBJx) — reporting and behaviour for break **duration** alerts vs **break count**. - **Agent Status Management** — state-machine reference for agent statuses. - **Agent Account Menu** — where the status drop-down lives. - **WebRtc Troubleshooter / VOIP** — troubleshooting voice registration. - **Auto relogin** — what happens if the agent's session drops. - **ACW - After Call Work** — wrap-up period that blocks Ready transitions.