Manage a Call Queue's Agents

The Call Queues page allows you to add, edit, and delete agents for call queues.

To view and edit the agents in a queue, navigate to the Call Queues page, hover over the call queue, and click the Edit Agents icon.

Add an Agent

1. Click the Add Agent button.
   
2. Use the Add Agent(s) by drop-down to either add an agent by their User or by their specific phone.
   • Add by User - Adding an agent by their User will ensure the call queue follows their answering rules.
     • Forwards will be followed.
     • The user's other devices will ring if set in a rule.
   • Add by Phone - Adding an agent by their phone will have the call queue ignore their answering rules and ring just the device selected. Select more of the user's devices to ensure their other phones ring as well.
3. In the Agent Extension box, type and select the name or extension number of the agent to be added.
4. Type and select the names and extension numbers of other agents to be added.
5. Use the Status drop-down to select whether the agent(s) will be immediately Online or Offline in the queue.
6. Select the remaining settings for the agent(s).
   

   Agent Settings

   Setting	Description
   Wrap up time	Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched.
   Max Simultaneous calls	Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1.
   Order in Linear Hunt	Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.
   Queue priority for agent	Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number).
   Request Confirmation	Enables or disables request confirmation.  Choices are: ·         Enabled = Requires the agent to confirm that they want to receive a call each time a call is dispatched to them in the queue. ·         Disabled = Agent does not have to confirm the call.
   Auto Answer	Enables or disables auto answer. This feature can only be used in Linear Hunt and Round Robin queues. Choices are: ·         Enabled = Agent's phone answers automatically (not all phones support this feature). ·         Disabled = Agent's phone will not answer automatically.

    

    
7. When the agent is ready to be added, click Save Agent.
8. Repeat this process for any additional agents.
9. Once all agents have been added, click Done.

Edit an Agent

While viewing a queue's agents, you can edit the settings of an agent. To do so…

1. Hover over an agent and click the Edit Agent icon.
2. Edit the Settings for the agents as needed.
   

   Agent Settings

   Setting	Description
   Wrap up time	Use the slider to specify the amount of time the agent is allocated to complete paperwork after finishing a call and before a new call is dispatched.
   Max Simultaneous calls	Use the slider to specify the maximum number of calls an agent can take at one time. This will almost always be 1.
   Order in Linear Hunt	Sets the dispatch order. If a call is dispatching, it will go to the available agent with the lowest order.
   Queue priority for agent	Sets weighting for an agent that is servicing multiple queues. If you have an agent servicing two queues and both queues have a person waiting, for example, the agent will get the call from the queue whose priority is highest (lowest number).
   Request Confirmation	Enables or disables request confirmation.  Choices are: ·         Enabled = Requires the agent to confirm that they want to receive a call each time a call is dispatched to them in the queue. ·         Disabled = Agent does not have to confirm the call.
   Auto Answer	Enables or disables auto answer. This feature can only be used in Linear Hunt and Round Robin queues. Choices are: ·         Enabled = Agent's phone answers automatically (not all phones support this feature). ·         Disabled = Agent's phone will not answer automatically.

    

    
3. Click the Save Agent button when adjustments are complete.

Remove an Agent

If you have an agent that is no longer needed in a call queue, you can easily remove them. To do so…

1. Hover over an agent, and then click the Remove Agent icon.
2. When a confirmation prompt appears, click Yes to delete the agent or No to retain the agent.
3. Repeat this process for additional agents needing to be removed.
4. Click the Done button.

Convert Agents

To easily switch how your agents are added to the queue, you can click the Convert Agents button.

Doing so will switch how the agents are added. Agents added by phone will convert to added by user and vice versa.


You will notice that in the images above, after converting the agents to 'users' from 'phones', the system removed the web phone (101wp) since 101 will simultaneously ring their web phone now.

Check an Agent's Status

The color-coded status (person icon) will change color depending on the User's status:

• Green = Available
• Gray = Offline or set in an unavailable status (e.g., Lunch, Meeting, Web, Other, or any custom statuses).
• Red = Busy on a call

If an agent is showing as Offline but should be Online, or vice versa…

1. Click the Edit Agent icon. 
2. Use the Status drop-down to select the agent's status.
   
3. Click the Save Agent button.
4. If needed, repeat this process for any other agents.
5. Click the Done button.