We would like to propose a setting or standard feature that returns an Agent to their Previous Presence Status instead of setting them back to Available.

Current Scenario: When an Agent finishes an outbound call or a consult or take an inbound call and closes the main Session, the system ignores their previous Presence Status and sets the Agent as immediately Available.

Problem Statement: This is a large issue as we have set up our call center to automatically answer calls and we have a large volume of calls coming in. When this happens, the person immediately gets calls assigned to them and may have been in a Busy or Meeting Status that blocks incoming calls.

Suggested Feature: We are suggesting a choice or toggle on the User Record to decide what to do upon Session Close. Two Choices "Return to Available" or "Return to Previous Presence". **Note** There is already a "Default Presence" which logs the user on in a nominated Presence Status. We are proposing the field be on the User Record, Omnichannel Tab.