Presence tells VeloConnect — and your team — whether you’re available for calls right now. It also tells inbound routing where to send the next ring. Get presence right and the queue takes care of itself.
The four presence states
Open the presence dropdown next to your avatar (top-right of the Voice workspace) and pick one of:
- Online — accepting inbound calls. The default after sign-in.
- Busy — already on a call, or in a meeting and don’t want to be pulled into one. Inbound calls queue or route to another available agent.
- Away — temporarily off (lunch, errand, school run). Inbound calls skip you entirely.
- Do Not Disturb (DND) — explicit no. Inbound calls go straight to voicemail or another agent; nothing rings on your side.
Presence shows in three places: your own avatar, the team panel a supervisor sees, and the team-activity card on the Dashboard.
What changes automatically vs what you set
VeloConnect handles the obvious cases on its own:
- You go Busy automatically the moment a call connects to you.
- You drop back to your previous state (Online or Away) when the call ends, after wrap-up time if configured.
What it won’t do automatically:
- Set you to Away when you step away — you have to flip the switch.
- Clear DND — it’s sticky on purpose. You set it, you clear it.
A useful habit: flip to Away when you walk away from the desk, and Online when you sit back down. Saves the queue from ringing an empty seat.
Inbound call queues
When all agents in a queue are busy, inbound calls hold. The caller hears hold music and a position-in-queue announcement; estimated wait time is announced periodically based on recent average handle time. Queue depth shows live on the Dashboard so you can see when things are backing up.
What changes the routing order:
- Agents in Online state are eligible.
- Agents in Busy, Away, or DND are skipped (Busy will be eligible again the moment the current call ends).
- Within eligible agents, the queue uses a longest-idle-first strategy — the agent who has gone the longest without a call gets the next one.
Voicemail
If no eligible agent picks up before the queue timeout (configurable per queue, default 60 seconds), the call falls through to voicemail. The caller can leave a message; VeloConnect transcribes none of it in V1 — you’ll listen to the audio.
Voicemail notifications land in two places:
- The in-app notification panel (bell icon, top-right).
- The contact’s activity timeline, as a row with playback controls.
If the voicemail is from an unmatched caller (no contact on file), it shows under “Unmatched voicemails” until you assign it to a contact or create one.
Coming in a future release
A few things you may expect from other call centres aren’t in V1:
- Skill-based routing — sending calls to agents tagged with specific skills (e.g. “German speaker”, “billing”).
- VIP queue priority — promoting a known contact to the front of the queue.
- Supervisor live monitor, whisper, and barge — listening in, speaking only to the agent, or joining the call.
These are planned. For now, presence + longest-idle routing covers the common ground.