Phone Queues as an Agent (Associate)
- Sam Kardasz
- Kevin Pascual
- Cyndi Backstrom
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.
|
Signed In | Unavailable | Agents cannot take calls | Callers will stay in the queue until overflow time is reached. |
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. |  |
| 2 | Press Agt Status. | |
| 3 | Using either the number pad or the navigation buttons, highlight Available. Press Select. | |
| 4 | You will see two green checkmarks next to your extension to indicate that you are signed in and available. |
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. | |
| 2 | You will see the AgtSignIn softkey option again once fully signed out. | |
NOTE: The “Unavailable” and “Wrap Up” availability setting should not be used. Please only use the Available/Unavailable options in your queued phones.
