Viewing presence status

IM Presence indicates when a contact is in available, busy, or away using the information from in the contact list. You can view the presence status of an agent for voice and IM next to the contact’s name in the contact list.

Phone or IM Presence automatically changes to the Busy state when an agent is engaged in a call or in an IM. Further, the system changes the agent's presence status to Away when an agent is idle on a computer for a while. The system changes the agent's presence status to Available automatically when an activity is detected on a computer (movement of mouse or keyboard).

The following are the voice and IM channel presence states that appear for contacts in the contact list:

Channel	Available	Busy	Unavailable	Be Right Back	Away	Do Not Disturb
Voice				Not Applicable for voice	Not Applicable for voice	Not Applicable for voice
IM

The Avaya one-X Agent presence states map to Avaya one-X^® Communicator and Microsoft Office Communicator presence as follows:

Avaya one-X Agent	Avaya one-X^® Communicator	Microsoft Office Communicator Server
Available	Available	Available
Busy	Busy	Busy
Unavailable	Unavailable Out Of Office Appear Offline	Unavailable
Away	Away	Away
Do Not Disturb	Busy	Busy
Be Right Back	Unavailable	Away

Note

Agent state in Avaya one-X Agent will not be visible to Avaya one-X^® Communicator or Microsoft Office Communicator, as these IM tools do not have agent state.

Prerequisites

The following are the prerequisites to view the presence status of other agents, Avaya one-X^® Communicator, and Microsoft Office Communicator users:

Presence Services must be present as server components in your deployments.
Agent must be a member of your contact list and must have an IM address.
You must be logged on to Presence Services.

Use the following procedure to view the Presence status of a contact in the Contacts List window.

On the action bar, click Contact List.
The Contacts window appears.
To know the agent status of a contact, view the extreme left column.
Refer Agent status and system messages for information on agent status.
To know the voice and IM channel status of a contact, view the extreme right column.