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Configure Call Group Presence State Override

Presence state time of day routing can be overridden – by setting an override to one of In Office, Lunch, Away, or Vacation presence states. In Office, Lunch and Away overrides are temporary – they revert to the scheduled presence state timetable set during configuration (see Configure Call Group Presence State Call Routing). Vacation overrides are permanent; they remain in place until the override is manually changed to None or one of the temporary overrides.

  1. Click Call Groups in the left menu.
  2. Click on the group name to be configured.
  3. In the Presence State Routing section, click Configure Presence State Routing.

    The system returns the Presence State Routing Detail page.

  4. Select an override option from the Routing Override list:
    • None: Disables the override option – the schedule in the Presence State Hours section is in effect.
    • In Office: Temporarily overrides the current presence state, and changes it to the In Office presence state – will automatically revert to the configured schedule on the next presence transition.
    • Lunch: Temporarily overrides the current presence state, and changes it to the Lunch presence state – will automatically revert to the configured schedule on the next presence transition.
    • Away: Temporarily overrides the current presence state, and changes it to the Away presence state – will automatically revert to the configured schedule on the next presence transition.
    • Vacation: Overrides the current presence state, and changes it to the Vacation presence state – will persist indefinitely until it is manually changed to None or one of the temporary overrides.
  5. Click Save.

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