04 - Queues and You

Queue Agents

 

*96 – log in the queue agent owning the extension

If you are an agent in a queue and you want to take calls from your personal extension, you can dial *96 from your phone terminal key pad in order to log in to the system. You will be prompted for your agent password. After authentication, the system will expect to find you at the extension you logged in from.

 

 

*98 – disconnect the queue agent owning the extension

If you are an agent in a queue and you are logged in to the system from your personal extension, you can log out by dialing *98 from the extension phone keypad.

Note

For example, if your extension 0003*001 is agent in a queue and you want to log in to the system using your personal phone terminal, you will have to dial *96 from its key pad. To log out, dial *98.

 

*97 – login any queue agent

If you are an agent in a queue and you want to take the calls from another extension, you can dial *97 from the phone terminal's key pad in order to log in to the system. You will be prompted for your agent number and password. After authentication, the system will expect to find you at the extension you logged in from.

*98Y – disconnect any queue agent

If you are an agent in a queue and you are logged in to the system from another extension, you can logout by dialing *98Y (where Y is the short number of the extension enrolled as a queue agent, in other words your agent number) from the phone terminal's key pad.

Note

For example, if you want to log in to the system as a queue agent from another extension, 0003*002, you will have to dial *97.

To log out agent 0003*001 from extension 0003*002, you will be required to dial *98001. This is necessary because more than one agents can be logged in from a single extension.

 

*26YOUR_NUMBER and *28YOUR_NUMBER – pause and un-pause the agent session

If you are currently logged in the system as an agent and you want to take a break without logging out of the queue, you must dial *26 followed by the number of your extension. This code lets 1Cloud HostedPBX that you are not available and that calls should not be assigned to your extension. To return to the queue activity you must dial *28 followed by the number of your extension. If you have logged in the queue from the phone associated with your

extension, you can use the shortcut *26 to pause and *28 to un-pause your session.

 

*999QUEUE_NUMBER – supervise queue conversations

If you are a queue supervisor, you can start listening to the active queue conversations by dialing *999 followed by the number of the queue extension. 1Cloud HostedPBX will announce the extension number of the first found active

agent and start playing his conversation. To listen to the next available call, you must dial *.

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