Inboxes
Availability
Availability controls whether teammates are expected to receive work at that moment. It works alongside business hours, ring groups, notifications, and device connection.
Before you begin
- Install the apps on the devices that should ring.
- Join the right inboxes.
- Understand the difference between personal availability and inbox business hours.
Where to find it
Users can manage availability from the app interface. Admins configure inbox-level business hours and ring groups from Phone -> Inboxes.
Step-by-step
- Set yourself available when you are ready to answer calls.
- Set yourself unavailable when you are away, off shift, or should not be rung.
- Use business hours for team-wide open and closed routing.
- Use ring groups to control order and timeout while people are available.
- Check notification settings on each device that should alert you.
- Test by placing an inbound call to the inbox number.
What happens next
- Unavailable users may be skipped by routing depending on the dial path.
- Business hours can send callers to a different branch before ring groups are reached.
- Notifications and app connection still matter even when availability is on.
Best practices
- Set clear internal expectations for when teammates should toggle unavailable.
- Use business hours for predictable schedules and availability for day-to-day presence.
- Do not rely on one available person for critical customer lines.
Troubleshooting
- If available users do not ring, check device connection, notifications, and ring group membership.
- If after-hours calls still ring, check business hours and the published call flow.
- If a user receives too many calls, review inbox membership and first-ring placement.