Set agent call status Customer service agents can set their current call status. Before you beginRole required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin Procedure Click the phone icon in the banner frame. Select your availability. OptionDescription Available The agent is available to take a call. Not Available The agent is not available to take a call. Busy The agent is currently on a call with a customer. Wrap Up The agent is updating case information after completing a call. After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available.