Forward Queue Calls to Cell Phones - How do I?

Owned by Kelli Higdon
Last updated: Jul 02, 2024
2 min read

Agents on cell phones

To take queue calls from your cell phone or home phone:

 

The recommended way:

location_in_hud.png

From your HUD (Heads-Up Display) client, change your location from "Main office" to "My mobile".

That's it. 

As long as you're logged into the queue, queue calls will now ring your mobile phone until you change your location back in HUD.

 

 

The alternative way:

CP 14.0 NOTICE:

Simple Queue Types do not respect ACD agent call forwarding.

Advanced Queue members that have Advanced Contact Center licenses gain the ability to log into queues with *50 to respect extension forwarding rules.

 

Normally, Queues will ignore any call forwarding settings for extensions.  This can be overridden by logging into the queue using *50 - but if one logs in or out using HUD, the queue will start ignoring call forwarding for the extension again.

You can dial *50 from any phone to log an agent into a queue and respect forwarding (or *56 to log them out) - you don't have to be sitting at the agent's extension.

Users:

  1. If you haven't already, turn on Forward my calls to a single number or FindMe on your User Panel, under the Features tab (How to: Setup FindMe)

  2. Make sure that Queue Press-to-accept is set to yes at the bottom of the User Panel: Features tab.  If it's set to no, and you aren't allowed to change it, notify your administrator.  Queue Press-to-accept: "yes" ensures that queue calls don't end up in your personal cell phone voicemail.

  3. You may dial *50 from thedesk phone and follow the instructions (extension?  Password?  Extension again?) to log in to your queues and instruct the system to respect any call forwarding settings for your extension.

 

Administrators:

  1. Click on Users/Extensions: View Users

  2. Select the user/extension that belongs to the agent who is going to be taking queue calls on their cellphone.

  3. Under Queue Settings, set Queue Press-to-accept to yes so that calls will never end up in your agent’s personal cell phone voicemail.

  4. Click Update Extension

  5. Once the agent is logged in with *50, queue calls will now respect any call forwarding they set up for their extension.

  6. You or the agent can set a forwarding phone number in the User Panel by selecting Forward my calls to a single number in the Features tab.  Or use FindMe.

  7. Optionally, you can set ‘Audio Intro…’ in the queue details to a recording that says something like “Customer Service” or “Tech Support.” This will announce to the answering agent  which queue the call is coming from.

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