We require a change to the logoff button on the hotdesk phones to change the presence of the agent. Currently, the logoff button only logs off of the phone and doesn't change the overall presence of the agent. This is causing issues with call flows, as the agent is no longer on the phone, but the system still sees them as Available. We are mitigating this by using the DND (Do Not Disturb) button. There should be a way to have these functions combined so an agent using a hotdesk phone only needs to press Logout to logout of the phone and make themselves unavailable to take calls.
