Switchvox - How do I see my Call Queues in Switchboard (v.6.0)?
When your user have access to the queue information they can better plan how to handle calls. With these setting users can see the number of calls waiting in the queue and the members available to take these calls. For example Ted is a member of two queues; the San Dimas queue, that only has one other member and the LA queue which has six other members. When a rush of calls comes in Ted can see there plenty of member to handle the LA queue, so he can pause in the LA queue to prioritize calls San Dimas queue.
First, navigate to Setup > Extensions > Manage and select the call queue extension to modify.
Select Permissions and add the desired extension to Queue Visibility Permissions with the permission.
Next, log in to the extension and click on the monitor icon in the upper right of the Switchboard page.
Select Edit and it will open the Layout Editor.
Click on Add Widget and select Queues from drop-down menu. You have several widgets that offer different information. You can add each one separately.
Note: You can drag the widget boxes around to setup a layout you are comfortable with and some boxes can be expanded by click on a corner.
Once you are done adding the widgets click on the SAVE box in the top bar of the Switchboard. To cancel your changes click on EXIT and OK.
This widget displays each queue member’s name.
The member's login status: Red X if logged out; green check if logged in; and orange circle showing if member is paused. By hovering the mouse over the pause symbol you can see details such as time the member paused and a reason if one was entered by the member.
If a member is on a call you can see details of the call such as the Caller ID, the duration of the call and if it is a queue call, a back box with a Q will appear at the end of the row.
Queues > Queue > Queue Member Activity:
Select one queue that you would like to monitor for individual member activity.
Click Save.
Queues > Queue Calls Waiting:
Select one queue that you would like to monitor for number of calls waiting in the queue.
Set a waiting time threshold in seconds (optional).
Click on checkbox for Raise notification when threshold is passed and a notification will pop up on your screen even when you are not looking at your Switchboard page.
Note: you must setup a separate widget for each different call queue you wish to monitor.
Click Save.
Click Save again.
Queues > My Queues: Displays a list of one or more queues that your extension has permission to see.
Queues > Queues Overview: Displays a list of queues, for selection, to include in the widget (you must have permissions to view the queue). Select each queue and click on the arrow to move it to the right-hand box. Click on checkbox for Show Members if you wish to see a list of the members in that queue (optional).
Set a waiting time threshold in seconds (optional).
Click on checkbox for Raise notification when threshold is passed and a notification will pop up on your screen even when you are not looking at your Switchboard page.