Setting your agent state for Talk calls

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<div class="note attention">
<span class="attentiontitle"></span> If your admin has turned on omnichannel routing, you’ll set your state in
a different way. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114" target="_blank">Setting your agent status with omnichannel routing</a> for
instructions about setting your state for multiple channels.</div>
Agents can set
their availability for the Talk voice channel in the Agent Workspace as online, offline,
transfers only, or away, as described in this article. Agents can also set agent state
(with the exception of the Transfers only state) from the Zendesk Support Android or iOS
mobile apps.</div>
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<strong class="ph b">To set your agent state</strong><ul class="ul" id="id_4408829114138__ul_sgq_cps_hfc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">In Support</a>, click the Call icon
(<img class="image" id="id_4408829114138__image_tgq_cps_hfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_icon.png">) in the topbar, then select your state.<p class="p"><img class="image img-screenshot" id="id_4408829114138__image_vgq_cps_hfc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_away_2.png" width="250"></p>
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<strong class="ph b">Online:</strong> Available to take calls, and calls can be routed to you.
If you don't answer the call after 30 seconds, the call is routed to the
next online agent. When an agent in the Online state answers a call,
they remain in the Online state and incoming calls are queued.</li>
<li class="li">
<strong class="ph b">Offline:</strong> Not available to take calls, and calls are not routed to
you. You must manually set this state. If you shut down your computer,
your agent state is not automatically set to Offline. Alternatively, an
admin can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408831823514#topic_vqs_vgx_fv" target="_blank">set the state for an agent</a> in
the dashboard, unless omnichannel routing is configured. </li>
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<strong class="ph b">Transfers only:</strong> Available to take a call transfer from another
agent, but not available to take calls from the current queue. Agents in
the transfers only state can make outbound calls. This state can only be
used for agent-to-agent transfers and not group transfers.</li>
<li class="li">
<strong class="ph b">Away:</strong> Not available to take calls; for example, you could be on a
break. Calls are not routed to you but are placed in the queue for an
available agent. This state is intended to be used for short periods of
time. If you're going to be away for a while, use the Offline
state.</li>
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<p class="p">In a scenario where all agents are in the Offline or Transfers only state, incoming calls
are routed to voicemail. In a scenario where all agents are in the Away state, incoming
calls are queued.</p>
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