---
title: "Agents being set to off-duty status for missed calls in Dialpad"
slug: "agents-being-set-to-off-duty-status-for-missed-calls-in-dialpad"
updated: 2026-10-15T01:12:16Z
published: 2026-10-15T01:12:16Z
canonical: "help.servicetitan.com/agents-being-set-to-off-duty-status-for-missed-calls-in-dialpad"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agents being set to off-duty status for missed calls in Dialpad

## Problem

Agents in Dialpad are being marked as off duty when they miss a call, which leads to more missed calls. The agents are not always immediately aware of this off-duty status, which causes issues.

## Solution

If the employee is routed a call and doesn't pick it up, it's considered a missed call, and when a user misses a call, DialPad automatically marks them as off duty, assuming that they are away from their desk (since they missed a call) to prevent more calls from routing to them.

To get notified when the agents are set to off duty during business hours:

1. Go to your [Dialpad](https://dialpad.com/settings) account and click **Admin settings** > **Office settings**.
2. Under the *Contact Center Administrator Settings* section, select **Agent Audible Notification for Off Duty Status**.
3. Go to **Ai Contact Centers** > **Dashboard and Alerts**.
4. Click **Edit Alert** for the *Agents Off-Duty* alert.
5. Select **Notifications: On** and choose the recipients and notification channels.
6. When you are done, click **Close**.