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.
  
  
  

  Open

  

• 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)

Open

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.