Console Monitor Queues

Monitor Queues

The Queued Calls pane shows 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.

   

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.

The following information is displayed for each call center:

• Call center name and phone number

• Service Mode icon/button

• Message Waiting icon (if there are new messages)

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

The Service Mode icon displays the call center mode, which can be Normal, Night Service, Night Service Override, Forced Forward, and Holiday Service.

You expand a call center panel by clicking the Expand button for that panel. When expanded, the calls queued on that cell center appear.

For each call, the following information is displayed:

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

• Name/number of the call center that was called.

• Total call time, and in parentheses, the time in the current queue (when applicable).

When you click a call, the following information appears:

• Call position in 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.