Enswitch - Set Up Queue Availability Toggle Feature Codes
Learn how to create feature codes in Enswitch that allow your users to toggle themselves as available or unavailable in their queues.
Table of Contents
Scope: Only Enswitch admin users will be able to create new feature codes.
Create a Queue Toggle Feature Code
If you do not have designated users that are set as Call Center Supervisors or Admins, it can be difficult for users to change their status in call queues unless they are using the ES desktop app or mobile app.
As a convenient alternative, a dialable feature code can be created to allow your users to dial a set of numbers to set themselves as either available or unavailable in call queues.
To create a feature code that be used to toggle agents as available/unavailable in queues…
- In the Enswitch web interface, navigate to Features → Feature codes.
- Click the New >> button.
- In the New feature code menu, fill in the following information:
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* Feature code - Type the set of numbers that should be dialed to toggle this feature on and off.
Quick Tip: This code can be any set of numbers, as long as the combination of numbers is unique and does not use a star (*).
DANGER: Do NOT use a N11 number, such as 911, 211, or 411.
- Description - Give the feature code a descriptive name that will show in the Feature codes list.
- Owner - If needed, select a user that should be able to view and change the queue toggle code.
-
Allow callers to enter this feature code in attendant and IVRs - Set this feature to No if callers should not be able to dial this code.
-
Default destination - Use the Default destination drop-down to select Toggle availability in all queues.
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* Feature code - Type the set of numbers that should be dialed to toggle this feature on and off.
- Click the Save button.
Create Separate Log In and Log Out Codes
In some call center environments, it may be important to have separate feature codes for users to use to set themselves as available or unavailable in the queues they are in.
Individual login and log out codes can be set up with ease using the Feature Codes page of the Enswitch web portal.
Configure a Queue Log In Feature Code
To create a feature code that sets agents as available when dialed…
- In the Enswitch web interface, navigate to Features → Feature codes.
- Click the New >> button.
- In the New feature code menu, fill in the following information:
-
* Feature code - Type the set of numbers that should be dialed to toggle this feature on and off.
Quick Tip: This code can be any set of numbers, as long as the combination of numbers is unique and does not use a star (*).
DANGER: Do NOT use a N11 number, such as 911, 211, or 411.
- Description - Give the feature code a descriptive name that will show in the Feature codes list.
- Owner - If needed, select a user that should be able to view and change the queue toggle code.
-
Allow callers to enter this feature code in attendant and IVRs - Set this feature to No if callers should not be able to dial this code.
-
Default destination - Use the Default destination drop-down to select Log in to all queues.
-
* Feature code - Type the set of numbers that should be dialed to toggle this feature on and off.
- Click the Save button.
Configure a Queue Log Out Feature Code
To create a feature code that sets agents as unavailable when dialed…
- In the Enswitch web interface, navigate to Features → Feature codes.
- Click the New >> button.
- In the New feature code menu, fill in the following information:
-
* Feature code - Type the set of numbers that should be dialed to toggle this feature on and off.
Quick Tip: This code can be any set of numbers, as long as the combination of numbers is unique and does not use a star (*).
DANGER: Do NOT use a N11 number, such as 911, 211, or 411.
- Description - Give the feature code a descriptive name that will show in the Feature codes list.
- Owner - If needed, select a user that should be able to view and change the queue toggle code.
-
Allow callers to enter this feature code in attendant and IVRs - Set this feature to No if callers should not be able to dial this code.
-
Default destination - Use the Default destination drop-down to select Log out from all queues.
-
* Feature code - Type the set of numbers that should be dialed to toggle this feature on and off.
- Click the Save button.