What is the Line-status?

Christina Dechent
Christina Dechent
  • Updated

The Line status is something rather technical but it is important to understand when monitoring your agents: The Line-status indicates whether or not an agent is available for a call (in case the agent's Presence status is switched to "available"). 

Agents cannot directly influence this status and cannot select it from a drop-down menu like the Presence status. However, certain actions trigger the Line-status. For instance, if an agent is in a call, the Line-status is "in-call". If an agent actively declines a call, the Line-status is "declined". 

This list shows you all available Line-statuses and when they apply:

 Name Line status  Description  Further information
available In this status, agents are ready to receive calls Agents only receive calls if their Presence status also is "Available".
selected & scheduled In these two very short line statuses, agents are selected for a call and the call is being scheduled for them  
ringing  This status indicates that an agent is being called by the babelforce platform.  
in-call  Agents with the status in-call are currently connected to a call (usually they will be talking to a customer).  
wrap-up The time agents have before being put back on line-status "available" after a call. Wrap-up can be defined in the babelforce manager app in each queue.
originated Status when agent is selected to be called.  
busy  The platform tries to connect to an agent but receives a "busy" signal from the agent's device. This status only shows when you use a soft- or hardphone. It will occur if agents make or take calls via the soft- or hardphone and don't use the babeConnect app for calling out/ accepting calls.

This line status also leads to the finish reason "busy"
declined  The platform forwarded a call to an agent but the agent actively rejected the call. Agents have to click on the "reset" button to receive another call. Otherwise their Line-status will stay on "declined" until the maximum time was reached. This maximum time is defined in the Global Settings section.
unreachable  The platform tries to connect to an agent but receives an "unreachable" signal from the agent.

If you use a soft- or hardphone, the device might be turned off or is mal-functioning.

If you use a Browser Phone, this status indicates that the registration is not working.

This line status also leads to the finish reason "unreachable"


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