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

# The directory

> Your colleagues, the three different things the panel means by available, and calling one of them.

**Directory** lists everyone in the organisation who answers calls, human and
virtual, with their extension and whether they can be reached.

## Three facts, not one

The two right-hand columns look like they are saying the same thing. They are
not, and knowing which is which saves a lot of guessing:

|                | Where it comes from                                                |
| -------------- | ------------------------------------------------------------------ |
| **Presence**   | what that person last **declared**: available, on a break, offline |
| **on a call**  | read from the phone system, live, every time the screen asks       |
| **Registered** | whether their handset is actually connected right now              |

Being on a call wins over the declaration, because somebody who forgot to
come back from a break is still on the phone and sending the next caller
elsewhere would be wrong.

The reverse case is the one to remember: **available and not registered means
unreachable**. The person has said they are here and their handset is not
connected, so nothing can ring.

<Note>
  Presence for colleagues outside your own teams is shown as **—**. Their
  registration still is. You may see who is in the organisation without
  seeing what everyone in it is doing.
</Note>

A colleague with an **AI** chip is a virtual agent. They are in the directory
because they take calls, and their presence is not a thing anybody declares.

## Calling somebody

**Click to call** rings your handset first, then the person you picked. It
always dials out as **your own extension** — not a colleague's, whatever the
directory shows you. The call spends the organisation's credit and presents
your caller ID, and both of those belong to you.

Your own availability is declared on [your desk](/agent/your-desk), not here.
This screen reads other people; it does not set anything.