8x8 Engage automatic statuses

Important!
If you're an 8x8 Engage user provisioned in both the 8x8 Work apps and the 8x8 Contact Center (CC) app:
- -You can access and use the 8x8 Work apps.
- You cannot access the 8x8 Agent Workspace app.
As a result, your CC status changes automatically due to the lack of 8x8 Agent Workspace access.
Call Queues behavior:
- If your status in the 8x8 Work apps is Available, Busy, Away, or Invisible, you can still receive CC queue calls.
- If your status is set to Do Not Disturb in the 8x8 Work apps, your CC status is automatically set to Working Offline and you will not receive queue calls.

When the user activates an endpoint (such as signing into their user app desktop/web/mobile or SIP registers a desk phone), their Uc and CC statuses become Available, and they can take calls from their assigned and enabled CC call queues.

 

Status seen in the 8x8 Work apps	Status seen in 8x8 Analytics for Contact Center and 8x8 Supervisor Workspace	Description
Available	Available	The 8x8 Engage user can receive new interactions and access all features. The user can use tools while waiting for a new interaction. Automatically activates CC OnCall status if the user accepts an incoming interaction.
Do not disturb	Working offline	The 8x8 Engage user cannot receive new interactions, but all the features are enabled and accessible. Automatically activates the CC Working offline status if the user rejects a CC queue call, which is then sent back to the queue (not the user-configured UC call forwarding rules). This status stays for 10 seconds (configurable per user). After that, the status switches to Available, allowing queue calls to be retried to this user. Automatically activates the CC OnBreak status if the user misses a CC queue call, which is then sent back to the queue (not the user-configured UC call forwarding rules). This status stays for 10 seconds (configurable per user). After that, the status switches to Available, allowing queue calls to be retried to this user.
Busy	Available	The 8x8 Engage user can receive new interactions and access all features. The user can use tools while waiting for a new interaction.
On Call	OnCall	The 8x8 Engage user cannot receive new interactions. Automatically activates CC OnCall status if the user accepts an incoming interaction.
Away	Available	The 8x8 Engage user can receive new interactions and access all features. The user can use tools while waiting for a new interaction. Automatically activates CC Available status if the user is away.
Invisible	Available	The 8x8 Engage user can receive new interactions and access all features. The user can use tools while waiting for a new interaction. Automatically activates CC Available status if the user is invisible.
Offline	Logged Out	The 8x8 Engage user is logged out of the 8x8 Engage and receives no interactions. Automatically activates CC Logged out status if the user is offline.