DPMA Apps-Queues Dx Series

Overview

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.

Viewing Details of a Queue

  • 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.


Viewing Callers Waiting in Queue

Pressing the Waiting button for a queue will bring up a list of all callers waiting in queue.


Viewing Agents in a 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.

Logging Into a Queue

  • 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.


Logging Out of a Queue

  • 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.


Pausing Yourself In a Queue

  • 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.


Unpausing Yourself In a Queue

  • 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.


 

 

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