Add an Agent to a Queue

At any time, you can add in destinations that callers will ring to when they place a call to a call queue. These destinations can be telephone lines and phone numbers.

To add a destination for a queue…

1. Navigate to Features → Queues.
2. Click the name of the queue.
3. In the Destinations section, click Add a destination.
4. On the New destination page, use the Destination drop-down to select if a Telephone line or Number will be the destination.
   
5. Do one of the following:
   • If you selected Number, type the telephone number in the box.
     
     

     WARNING: It is recommended to include the country code of the phone number to avoid any dialing issues.

      
   • If you selected Telephone line, use the drop-down to select user's telephone line that will be rung.
     
6. Use the Available for calls drop-down to select if the destination should immediately be available for calls.
7. Use the Priority drop-down to select the priority of this destination. By default, the priority is 1, so each agent can receive an equal number of calls.
8. Click Save.
   
9. If needed, click Add another destination to add more agents for the queue.

Check Your Agents' Statuses

When you add a new agent to a call queue, it is best practice to check that their status is showing correctly using the Queue Panel. 

One of the most commonly reported issues for newly added agents is their status being stuck as Unavailable 0:00.

To check and correct your new agents' statuses in the Queue Panel…

1. Navigate to Control panel → Queue panel.
   
2. Click the Options icon to open the Panel options menu.
3. To show only a specific queue and its agents, use the Show only queues option to select the queue(s) to show in the queue panel.
   
4. Click the Save options button.
   
5. In the confirmation prompt, click OK.
   
6. Minimize the menu by clicking the arrow icon.
   
7. Click the agent whose status is showing incorrectly and select Set other work in all queues.
   
8. Click the agent again and select the status the agent should show with.
   

Change an Agent's Status

Using the Queue Panel, you can update an agent's status in the queues they are present in.

To update an agent's status in their queues…

1. Navigate to Control panel → Queue panel.
   
   

   Note: It may take a minute or two for everything to load on the page.

    
2. Click the Options icon to open the Panel options menu.
3. To show only a specific queue and its agents, use the Show only queues option to select the queue(s) to show in the queue panel.
   
4. If you would like this queue(s) to be shown by default anytime the Queue Panel is opened, click the Save options button.
   
   In the confirmation prompt, click OK.
   
5. Minimize the menu by clicking the arrow icon.
   
6. To change the status of an agent, click the agent and select the status the agent should show as.