ACD Queue Agents

Queue Agent Status

Once your queue has been setup and added to your call menu, the next step is logging agents into the queue so they'll receive queue calls.

Login Basics - Readme First

Even permanent agents will need to login at least once, or when they change phones, as permanent agents will receive calls at the device they last logged in from.
When an agent logs in, they will login for every queue they are a member of.
If you want an agent to not receive calls for some queues at some times, you can:
- Make them permanent and have them log out or
- Create a second extension with different queue membership and use the hot-desking feature described in our help article Hot Desking or Hoteling.

Logging In and Out

There are three ways to login an agent:

Extensions which are forwarding to other numbers require a special login method:

Logging In Agents With Forwarded Extensions

Logging In Agents On The Phone

ACD Queue Agent Keycodes

For an agent to login on their own phone:

Dial *1
If Queue Pwd Required is enabled, enter your voicemail password and press #.

To logout,

Dial *3
If Queue Pwd Required is enabled, enter your voicemail password and press #.

To login to your extension using another IP Phone on the system,

Dial *54
Enter your agent extension in and press #
If Queue Pwd Required is enabled, enter your voicemail password and press #.
All future queue calls will be received at this phone.

This features allows you to give agents virtual extensions and have them use whatever phone is currently available - for more information, see Hot Desking or Hoteling.

To logout your extension using another IP Phone on the system,

Dial *56
Enter your agent extension in and press #
If Queue Pwd Required is enabled, enter your voicemail password and press #.

Logging In Agents with Forwarded Extensions

If an agent has Forwarding enabled and set to an external phone number, the forwarding option will be ignored by queue calls. To enable this, you need to login with respect for forwarding.

To enable queue calls with respect to forwarding:

Dial *50
Enter your agent extension in and press #
If Queue Pwd Required is enabled, enter your voicemail password and press #.
You may need to enter the information twice - if asked, do so.

Call forwarding can ONLY be set by dialing *50 - HUD and the Admin Panel will not allow you to properly login agents with call forwarding enabled.

After logging in with *50 queue calls extension will follow the forwarding options set for that extension number.

Press-To-Accept

The Press-to-accept option will automatically be enabled when call forwarding is enabled. Press-to-accept will require the agent to press 1 to notify the PBX they have received the call. This avoids the call being answered by the agent's voicemail on accident.

FindMe

It is possible to login with respect for forwarding local IP phones and extensions with FindMe enabled.

This is not suggested, as the call does not have Press-to-accept automatically enabled and so all your queue calls can end up being answered by someone's voicemail.

If you do login with respect for forwarding, ensure that you enable Press-to-accept.

Logging In Agents Using HUD

[ Note: Only HUD Agent and HUD Queues have ACD Queue capabilities ]

Log In Yourself

Logging your extension into your queues

To log yourself into your queues using HUD,

Click the grey Q icon below your extension.
Select 'Agent login'

Repeat and select 'Agent logout' to logout.

Log In Other Agents

To log another agent in, you must have the appropriate HUD permissions:

HUD - Change agent login status
HUD - See agent login status
ACD - View Queues (for changes using HUD Queues' Queue module)

If you do have the appropriate permission,

Find the agent, either under Contacts or Queue Details.
Click the grey Q icon.
Select 'Agent Login'.

Repeat and select 'Agent logout' to logout.

Logging in agents using the Control Panel

It is possible to login agents using the control panel.

Go to ACD --> View Queues
Click 'login' next to the desired agent.
Type in what extension to log the phone into. (This is equivalent to dialing *54 on a phone and entering the agent's extension.)
Click OK.

To logout,

Click 'logout' next to the desired agent.
Confirm the logout.

Permanent agents can not be logged in or out using the control panel.
Do not login virtual extensions to their own extension using the control panel - calls will be lost unless Press-to-accept is enabled.

Checking Agent Status

There are three ways to check agent login/logout status: on the phone, through HUD and through the control panel.

Checking Login Status On The Phone

To check your login status using your phone,

Dial *5

This will only check login status for the agent of the phone used - do not use for roaming or forwarded agents.

Checking login status through HUD

For your own extension, look for the Q icon below your extension.

Orange icon means logged in
Grey icon means logged out

To see the login status of other extensions, you will need the permissions

HUD - See agent login status
ACD - View Queues (for changes using HUD Queues' Queue module)

If you have the necessary permissions, you can see their login status under Contacts or Queues. Look for the Q icon.

Checking login status through the Control Panel

The ACD --> View Queues page displays an agent's login/logout status, as well as other information.

Offline: The agent is not logged in.
Available: The agent is logged in.
Std. call: The agent is on a non-queue call or is being rung by a non-queue call.
Permanent: The agent will always receive calls for this queue.
Linked: The agent is from a linked server.
Ringing: The agent is being rung by a queue call.
Queue call: The agent is on a queue call.

By default, the page will reload every 90 seconds.

Per-Extension Agent Options

There are various per-extension options that can be set that control how an extension is handled for queue calls. All options can be set through the control panel.

If the correct permissions are enabled, some options can be set by the user through their user panel.

Call Forwarding: If the call forwarding option is enabled, the extension must be logged in using *50, or Roaming Agent Login with forwarding respected. Otherwise, the queue call will go to the extension and ignore forwarding.
- If an extension is logged in with forwarding respected and forwarded to an outside number, Press-to-accept will automatically be enabled.
Queue Auto-logoff: If enabled, sets the maximum times an agent can be rung without answering before being automatically logged off.
Queue Ignore-if-busy: If enabled, the agent will not receive a queue call if already on a regular call.
Queue Pwd Required:If enabled, the voicemail password for the extension is required to login and logout on the phone.
Queue Press-to-accept: If enabled, the agent must answer and then press 1 to confirm they have answered the queue call.
Multiple Queue Calls: If enabled, the agent will be rung by a queue call even if they are on another queue call.

Agent Recordings

Automatic Queue Recordings

To automatically record all queue calls for an agent, please see our help article How do I setup automatic inbound queue-call recording?

HUD Recordings

For information on recording using HUD, please see HUD ARTICLE.

Listening to Recordings

To listen to a recorded call,

Go to ACD --> Recordings.
Click on the checkbox next to the extension whose recording you want to listen to.
Click on the 'Listen' icon.
The recording will then download - your web browser will typically give you the option to save the recording, or open it in a audio player.

Downloading Recordings in Mass

If you wish to download recordings automatically, please see our help article

How do I download queue call recordings?

Fonality