Switchboard Queue Calls Waiting: Call Control User Training

This article is a companion document for the Switchboard Queue Calls Waiting: Call Control video. This widget gives contact supervisors and managers the ability to move calls to the top of the queue, send the call to a specific agent, and answer the calls themselves.
 

Queue Visibility Permission

The Queue Call Control permission in Switchvox offers a Switchvox extension various controls over what happens with calls that are waiting in the queue.

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Logging Others Out

If you need to log someone out (e.g. they can't currently take calls or they forgot to log themselves out), click the login button next to their name and log them out. 

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Move to Top

This moves priority calls to the top of Queue Calls Waiting. 

Assign to Member

This assigns a call to a specific employee, allowing them to take the call when they are available.

Answer Now

This feature allows you to take a call, even if you logged out. Simply click on the call you wish to take, and select Answer Now.