Managing Users in a Call Queue
When adding users, or agents, to the call queue, keep in mind that you are adding specific devices. You will see multiple instances of the same user in the examples below. On Andrea, she has 3 devices, 201, 201c, and 201m. This represents her desk phone, her cordless phone, and the app on her cell phone respectively.
To add or remove a user(agent) in a call queue, start off by going to the call queue tab
Next, on the line of the Queue that you want, click on Agents (Available)
To add an agent, click on the Add Agent Button on the bottom right of the pop up window.
In the Agent Phone box, start typing the extension of the user you want to add. This will bring up a list of the available devices to add
Select the device you want to add and it should appear as a blue box in the window. If that is all you want to add, click Save Agent. If you want to add more agents at one time, repeat the process of typing in the extension and selecting the appropriate device until you have selected all that you want to.
Available agents will show up as green in the list. That means they are currently logged into the queue. Unavailable agents are shown as gray. That means either they are logged out of the queue or the device is offline.
On the device you want to change the availability on, it is *51 to log in and *52 to log out. A device can be in the queue and not receive calls as long as it is logged out.
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