This app provides an overview and details of Call Queue activity. The Queues Application is designed for managers who need to see at-a-glance information about the queues on the system that they have permissions for. This documentation explains the usage of Queues in D series phones.
Press the Queues button on your phone.
Here is the list of queues with the following details.
Queue Name - Queue Name.
Status - It will display the status of current configured extension(Extension/User which is assigned to phone).
Waiting - Number of callers waiting in queue.
Members - Number of agents logged into the queue.(Logged In / Total Agents)
Pressing the Overview button will bring up more details of the queue.
Pressing the Waiting button for a queue will bring up a list of all callers waiting in queue.
Pressing the Members button will show you a list of all agents with the following details.
Member - It will display the Agent name and number.
On Call- It will display the status, if caller is on live call or not.
Status - It will display the status of Agent.
Permanent - Logged in as a static agent, which means you cannot log out.
Logged Out - Not logged into queue.
Logged In - Logged into queue as a dynamic agent.
You will see a Log In button. This means the queue is set up to allow you to log in as a dynamic agent, but you are not currently logged in.
Pressing the Log In button will log you in, and you will see a Log out button.
You will see a Log Out button. This means the queue is set up to allow you to log in as a dynamic agent, and you are currently logged in as a dynamic agent.
Pressing the Log Out button will log you out, and you will see a Log In button.
In any queue you are logged into, whether as a dynamic or static agent, you can pause yourself at any time. Highlighting that queue and pressing the Pause button will pause you.
Pressing the Pause button will show you the list of Pause Reasons. Select the reason and click on Pause button.
Any queue you are logged in to, in which you are currently paused, will be shown as Paused status.
Highlighting that queue and pressing the Resume button will unpause you.
