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Note

Signing into a phone queue to take calls is a two step process.

  • You must sign into the queue

  • You must set yourself as available in the queue

You must sign out of the phone when you step away from the phone or are otherwise not available to take calls.

...

How Sign In / Sign Out Status and Agent Status affects caller experience:

Phone Sign in/out status

Agent Status

Agent Perspective

Caller Perspective

Signed In

Available

Agent can answer calls

Callers wait in queue until next agent available answers call.

  • If no agents become available within queue time, caller will be forwarded to voicemail/overflow depending on settings

Signed In

Unavailable

Agents cannot take calls

Callers will stay in the queue until overflow time is reached.
Caller will then be forwarded to voicemail/overflow depending on clinic phone design.

Signed Out

N/A

Agents cannot take calls

Callers will automatically be forwarded to voicemail/overflow depending on clinic phone design.

Signing into the Queue

1

Press the AgtSignIn softkey.

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2

Press Agt Status.

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3

Using either the number pad or the navigation buttons, highlight Available. Press Select.

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4

You will see two green checkmarks next to your extension to indicate that you are signed in and available.

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If you miss a call, your phone will automatically set your status to Unavailable.

Please make it a habit to regularly check your phone display for the two green checkmarks to ensure that you are both signed into the queue and also available to take calls from the queue.

Signing Out

1

Press the AgtSignOut softkey.

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2

You will see the AgtSignIn softkey option again once fully signed out.

Note

NOTE: The “Unavailable” and “Wrap Up” availability setting should not be used. Please only use the Available/Unavailable options in your queued phones.