Page Comparison

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The features listed below require the user to have a Seat with a Supervisor Console license.

Monitor Queues

The Queued Calls pane shows the selected call centers that you are managing. Each call center is displayed in a separate panel.

Select Call Centers to Monitor

1. At the top right-hand side of the Queued Calls pane, click the Options icon and select Edit Queue Favorite Dialog from the menu.

   Image RemovedImage Added

2. In the dialog box that appears, check the call centers to display.

   

3. Click Save. The selected call centers appear in the Queued Calls pane.

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• Call center name and phone number

• Service Mode icon/button

• Message Waiting icon (if there are new messages)

• Ratio The ratio of queued calls to call center’s call capacity

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Call Status Icon	Description
Image RemovedImage Added	Call is waiting to be answered.
Image RemovedImage Added	Message is being played to caller.
Image RemovedImage Added	Call was reordered.
Image RemovedImage Added	Call was bounced.

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When you click a call, the following information appears:

• Call position in the queue

• Name

• Phone number of calling party (if available)

Position a Call in Queue

1. In the Queued Calls pane, expand a Call Center panel.

2. Click the target call and then click REORDER for that call.

3. From the drop-down list that appears, select a new position. The call is now placed at the new position in the queue.
   NOTE: You cannot place a call ahead of a bounced call.

Transfer Call to Top of Queue

1. In the Queued Calls pane, expand a Call Center panel.

2. Click the target call and then click REORDER for that call.

3. From the drop-down list that appears, select Send to Front.

Retrieve Call from Queue

1. In the Queued Calls pane, expand a Call Center panel.

2. Click the target call and then click RETRIEVE. The call appears in the Call Console and you treat it as any other call.

Transfer Call from Queue to Agent

1. In the Queued Calls pane, select the call to transfer.

2. In the Contacts pane, expand the Agents panel.

3. Click the target agent and then click TXR for that agent.

Transfer Call from Queue to Ad-Hoc Number

1. In the Queued Calls pane, select the call to transfer.

2. In the Dialer, enter the number and click Transfer.

Transfer Call between Queues

1. In the Queued Calls pane, select the call to transfer.

2. In the Contacts pane, expand the Queues panel.

3. Click the target queue and then click TXR for that queue.