Call Queues
Call Center Agent Status
A Call Center Agent can set their status by choosing from the available options shown below. Offline - the agent will not receive any calls Go Online - the agent will be able to receive calls Single-Call Mode - the agent will be able to receive only ...
Call Center Agent Status
A Call Center Agent can set their status by choosing from the available options shown below. Offline - the agent will not receive any calls Go Online - the agent will be able to receive calls Single-Call Mode - the agent will be able to receive only ...
Agents as Users
This article explains how to enable the Agents as Users feature, which allows adding and viewing agents as Users in a queue rather than devices. The Agents as Users feature is handy when a user has multiple devices and you want a "true count" for how ...
Call Center Agent Announcements
Announce to Agent is a powerful way to further assist Queue Agents in preparing for and effectively handling calls. This feature allows the system to play a message before the Queue dispatches the call to the Agent, providing Queue Agents with ...
Audio Monitoring (Listen, Whisper, and Barge)
Concept Audio monitoring is a phone feature that allows Call Center Supervisors to join a call (barge), whisper to their agent, or choose to listen into the call. Types of Audio Monitoring Join Call (Barge) - Allows the supervisor to join the call, ...
Call Center Monitoring
Overview The Call Center solution provides the monitoring tools and reporting capabilities needed to manage a typical call center operation. The focus of this capability is found in the PBX portal when logged in using the Call Center Supervisor role. ...
Working with Call Queues
Working with Call Queues Displaying the Call Queues Page All call queue tasks are performed from the Call Queues page. To display this page, click the Call Queues icon on the menu bar. Adding Call Queues To add call queues: From the Call Queues page, ...