An agent's status in Aloware controls whether the system offers inbound calls to them. While an agent is On Call, Aloware treats them as busy and sends new inbound calls to another available agent. Once the call ends, the agent becomes eligible for inbound calls again.
Outbound calling works independently of inbound availability. An agent can place calls regardless of whether inbound routing currently considers them available.
How agent status changes
Status changes happen automatically as calls start and end, and manually when an agent or an admin sets them.
When Aloware offers a call and the agent answers, the agent moves to On Call and stops receiving new inbound calls.
When the call ends, the agent moves to wrap up or back to available, depending on the account's settings.
Once the agent is available again, inbound routing includes them in the next call offer.
Agents set their own status at any time, and admins set any agent's status from the wallboard.
Monitoring agent status on the wallboard
The wallboard shows each agent's current status in real time alongside their active calls, so supervisors can see who is handling a call and who is free to take one.
Two patterns are worth watching for during a shift:
An agent sitting at On Call with no active call.
An agent who has received no inbound calls for an unusually long stretch while colleagues continue to receive them.
Changing an agent's status from the wallboard
Admins update any agent's status directly from the wallboard, which is useful during high-demand periods when the number of available agents drops.
Open the wallboard menu, go to the Monitor section, and click the Agents tab.
Use the search function or scroll through the list under the Name column to find the agent.
Click the agent's current status and select Available from the dropdown. The change takes effect immediately.
Verifying inbound availability
Outbound calling is not a measure of inbound availability, so test with an inbound call instead.
Place a test inbound call to an inbox the agent belongs to.
Watch whether the system offers the call to that agent.
Confirm the agent's status moves to On Call while the call is connected, and back to wrap up or available when it ends.