Version:

Version:

Version:

Version:

Version:


Table of Contents

Logging in to queues

After logging in to the call center console, you need to log in to queues.

To log in to queues
  1. Click .

  2. Select one or more queues from the list.
  3. In Main/Outgoing queue, select a queue to specify the following behaviors:
    • Main: When you are a member of multiple queues, this selection addresses how calls are distributed to you. The queue you select is the one that rings your extension, if there is a possibility of multiple calls offered by multiple queues.
    • Outgoing: This queue is your default call queue used to track outbound calls such as taking a call from callback or returning a call. When the manager generates a queue report, the report includes outbound calls associated with the Main/Outgoing queue that you selected.
  4. Click OK.

  5. When you are logged in to the queues, you can see the following UI changes:
    • The Pause/Resume icon is available instead of grayed out.
    • Depending on the queue status, the Agent icon can be green or yellow. For more details about the queue status, see Checking the queue status.

Logging in to queues

After logging in to the call center console, you need to log in to queues.

To log in to queues
  1. Click .

  2. Select one or more queues from the list.
  3. In Main/Outgoing queue, select a queue to specify the following behaviors:
    • Main: When you are a member of multiple queues, this selection addresses how calls are distributed to you. The queue you select is the one that rings your extension, if there is a possibility of multiple calls offered by multiple queues.
    • Outgoing: This queue is your default call queue used to track outbound calls such as taking a call from callback or returning a call. When the manager generates a queue report, the report includes outbound calls associated with the Main/Outgoing queue that you selected.
  4. Click OK.

  5. When you are logged in to the queues, you can see the following UI changes:
    • The Pause/Resume icon is available instead of grayed out.
    • Depending on the queue status, the Agent icon can be green or yellow. For more details about the queue status, see Checking the queue status.