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Shift and Status Management

Shift and User Status are global across all user devices, including all instances of Uniconnect Enterprise Web and Edge.

This means a user has one unified shift and presence state, regardless of how many devices or sessions they are logged in from.

Shift Control​

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Shift Not Started​

If the user has not started a shift, the header will display a Start Shift option.

Once the shift is started, the user will be able to manage their availability status.

Shift Active​

When a shift is active:

  • The user can change their status (Available, Break, etc.)
  • The user can end the shift directly from the header

Event Triggers

The following events are generated by the system:

  1. Session Started
  2. Session Ended
  3. User Logged In
  4. User Logged Out
  5. Shift Started
  6. Shift Ended
  7. Shift Continued

Configuration Parameters

T1 – Auto Shift Resume Threshold​

Defines the maximum offline duration where the previous shift can be automatically resumed.

Example: 30 minutes

T2 – Auto Shift End Threshold​

Defines the maximum offline duration allowed before the shift is automatically ended.

Example: 8 hours

Session Handling Logic

On Active Session End​

Triggered when:

  • A session ends, or
  • A device unregisters

If no active sessions exist across any devices:

  • The user's status will be changed to Offline

Exception:

If the current status has the property:

“Do not change status when connection is lost”

Then the status will remain unchanged. This propery will be set for the statuses like Breaks, so that the statuse won't get automatically changed when the user takes a break.

On Active Session Start​

Triggered when:

  • A session starts, or
  • A device registers

If the current user status is Offline, the system evaluates the offline duration.

Case 1 — Offline Duration < T1​

If the user was offline for less than T1:

  • The previous manual status will be automatically restored.

Case 2 — Offline Duration > T2​

If the user was offline for longer than T2:

  • The previous shift end time will be set to the time when the user went offline.
  • The user will be prompted to start a new shift.

Case 3 — Offline Duration Between T1 and T2​

If the offline duration falls between T1 and T2:

The user will be prompted with two options:

  • Resume Previous Shift
  • Start New Shift

Status Rules and Limits

Each status type (e.g., Break, Lunch, Training) can have configurable constraints.

1. Maximum Allowed Time Per Instance​

Limits the maximum duration for a single occurrence of the status.

Example:

  • Break → Max 45 minutes per instance

2. Maximum Allowed Time Per Shift​

Limits the total accumulated time for the status within a shift.

Example:

  • Break → Max 1 hour total per shift

3. Maximum Number of Instances Per Shift​

Limits how many times the user can enter the status during a shift.

Example:

  • Break → Maximum 3 breaks per shift

Status Management Specification​

Uniconnect Shift and Status Management - Specification Document

Overview​

This document outlines the synchronization of status management between Uniconnect, 3CX, and Uniconnect Edge (softphone). The objective is to ensure seamless status transitions while enabling contact center agents to set and manage their availability effectively.

Status Management in Uniconnect​

  • Uniconnect allows the creation of custom statuses (e.g., Available, Away, Out of Office, Break, etc.).
  • Should be able to configure the following when creating a status.
    • Status Name
    • Status Color
    • Whether an approval is required
      • Allowed interval for approval
      • Auto approve/reject after the interval
    • Maximum allowed time
  • Following configurations to be added if the voice channel is enabled in the system.
    • Change to offline status when phone get unregistered
      • By default, when disconnected, status get changed to Offline.
      • Certain statuses (e.g., Break, Out of Office) can be configured to prevent auto-change to Offline.
      • Upon reconnection, the status reverts to the previous status or a new status based on Workflow configurations.
    • Call Configurations:
    • Inbound calls
      • Internal Calls
      • Calls from Queues
      • Calls from Ring Groups
      • Direct Calls
      • Enable Ring My Mobile simultaneosely
    • Outbound calls
      • Internal Calls
      • External Calls
    • System-defined statuses include:
      • On Call – When engaged in an active call.
      • On Hold – When the active call is on hold.
      • Ringing – When the active call is ringing status.
      • Dialing – When the active call is in dialing status.
      • Offline – When disconnected.

Schema​

Status Update API flow​

Status Synchronization with 3CX​

  • //TODO

Shift Tracking and Management​

  • Agents can start and end shifts, with all statuses tracked within the shift duration.
  • If an agent disconnects without ending their shift:
    • Upon reconnection, prompt the agent to either continue the previous shift or start a new shift.
    • A configurable threshold (e.g., 30 minutes) determines if the previous shift can be resumed.
    • If starting a new shift, the previous shift's end time is recorded as the last recorded offline start time.

Workflow for Status Transitions​

  • The Uniconnect Workflow defines:
    • Status transitions upon registration/unregistration events.
    • Status transitions upon call events.

Workflow for Status Transitions​

  • The Uniconnect Workflow defines:
    • Status transitions upon registration/unregistration events.
    • Status transitions upon call events.

Examples of Status Transitions​

  1. Trigger: Phone Unregister Event

  2. Trigger: Phone Register Event

  3. Trigger: On Phone Status Change

  4. Trigger: On Phone Status Change (Idle)

  5. Trigger: On Call End