A queue only rings agents who are available. LeadSimple decides availability from three things: whether the agent is already on a call, whether they are marked Away for calls, and whether they have been paused for a specific queue. This article covers the first two: personal working hours and the availability toggle. Per-queue pausing is covered in Creating and Managing a Call Queue.
đ Setting an agent's working hours ("My Call Availability")
Each user has a personal weekly schedule. Outside those hours they are automatically marked Away for calls, so queues and ring groups skip them; when their shift starts they are automatically switched back to Available. This keeps the Live View accurate and stops calls ringing people who've gone home.
Personal hours are set by each user from their own login. Ask every agent to set theirs during onboarding, or walk through it together on their screen.
Go to Phone Settings (click the gear on the Phone tab, or Settings â Phone Settings).
Open the Phone Hours tab.
Scroll past the account-level phone hours to the section titled My Call Availability.
Choose your time zone. The schedule follows this zone, which matters for remote agents in other regions.
For each day, toggle the day on or off and set the start and end times you are available for calls (for example 9:00 AM to 5:00 PM). Toggle a day off to mark it unavailable all day.
Click Save Availability.
Personal hours are separate from the account and per-number phone hours above them. Account/number hours decide what the caller experiences (in-hours vs after-hours routing); personal hours decide whether an individual agent is rung. You can use both: for example, the Maintenance line is open 7amâ7pm, and two agents cover 7â1 while two others cover 1â7.
đ The availability toggle in the sidebar
At the bottom of the left-hand sidebar, click your availability to open the menu. The options depend on your access:
Available: calls (and inbox conversations) route to you.
Away for calls: queues and ring groups skip you, but inbox conversations can still be assigned to you.
Away for calls & emails: calls skip you and new inbox conversations won't be assigned to you either.
Use this for lunch, meetings, training, or any time you need to step away from the phones mid-shift. Switching back to Available puts you straight back into the queue, and if callers are waiting, the longest-waiting one is offered to you right away.
đ How the toggle and the schedule work together
The schedule sets your status automatically whenever it crosses a boundary (shift start or shift end).
A manual change in the sidebar overrides the schedule until the next boundary. If you go Away for lunch at 12:30, you stay Away until you switch back, or until your shift ends, at which point the schedule takes over again. If your shift ends at 5pm and you flip to Available at 5:10 to handle one more call, you'll stay Available until you switch back or your next shift boundary.
If you have no personal schedule and mark yourself Away manually, that Away status clears itself overnight (after about 16 hours) so you don't accidentally stay invisible to the queue the next day.
Logging into the phone or registering a device does not change your Away status. Only the toggle and the schedule do.
đ Checking who's available
Open Phone â Live view and select a queue or team. The Agents column shows each person as Available, Busy (on a call) or Away. If the queue is backing up and someone shows Away who shouldn't be, ask them to switch to Available. See Monitoring Live Call Activity with the Live View.
đ§ Tips and best practices
Set personal hours for every agent, even full-timers. It's the simplest way to make sure nobody is rung at 9pm by a 24/7 maintenance queue.
Ask agents to use Away for calls rather than ignoring calls. A declined or missed queue call delays the caller while the next agent is tried; an Away agent is skipped instantly.
Remind agents that an Away status is account-wide. It affects every queue and ring group they belong to. To remove someone from just one queue, an admin can pause them in that queue instead.
If someone should never take queue calls but still needs to see them (a supervisor), make them a team Manager instead of leaving them permanently Away.