Queues: Logging Into Call Queues

The system Administrator has access to manage which agents are logged into and out of specific Queues, or you can have your agents login and logout themselves. To do this follow the steps below:

  1. Navigate to your Telephony Module
  2. Click Tel Manager Interface (on left sidebar)
  3. Click Queues
  4. Click Agents

You will now see your Agents in the Queue Interface, this is where you can Log agents in and Log agents out of specific queues. To log an agent in click the [Login New Agent] link on the Queue you need.

 

Notes

  • When all agents are available, if you want your higher performing agents to receive calls over your under performing agents set a Priority for the agent when logging them in
  • The higher priority you set for an Agent the more likely they will be routed calls over agents with a lower priority

 


 

Logging Out of a Call Queue

Logging out of a specific queue is similar to the steps laid out above, actually steps 1 - 4 are the same.

  1. Navigate to your Telephony Module
  2. Click Tel Manager Interface (on left sidebar)
  3. Click Queues
  4. Click Agents
  5. Find your name under the Queue you want to log out of and click the Agent Log off button
  6. Click Continue when the system prompts you for confirmation

 

Notes

  • Once you log off of a Queue you will no longer receive calls for all extensions that are connected to that specific Queue
  • Agents can be logged in once under each Queue in your Organization