Presence Management

Presence management enhances routing of calls and other contacts in a contact center, and communicates other users when and how the user can be reached at any particular moment. In addition to the presence management of the system, external systems, such as passage control systems, can gather and feed it to contact center system using Directory and Availability Interface (DAI).

User’s terminal device status, current profile, working mode and working load are taken into account for determining presence status of a user.