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This page contains instructions on how to manage the Queue Membership feature of a Phone terminal extension. |
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If a Phone terminal extension is an agent in a queue, you can manage its queue settings by accessing the Queue Agent icon from your extension's context page.
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VoipNow displays the queues the current extension belongs to in the Queue Settings table.
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This option is available only for the Phone terminal extensions that have the multi-user aware permission enabled. |
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Click the Queue supervisor icon if you want to revert the supervisor to a normal queue agent. A queue supervisor extension can log in to the queue only after dialing the PIN code was set up in the Member Preferences section below.
These operations are specific to queue supervisors:
| Dial from Phone Terminal | What it does? | How it happens? |
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| *999<queue_extension_number> | Listen to the active queue conversations. | VoipNow will announce the active agent that answered a call last and will start playing his conversation. To listen to the next available call, the queue supervisor must dial *. |
| *998<queue_extension_number> | Whisper to the registered queue agents. | The queue supervisor will be connected to the active agent that answered a call last. To whisper to the next available agent, the queue supervisor must dial *. |
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You can click the link from the State column of the Queue Setting table to change the agent's status from the queue perspective. You can pause/unpause or to log in/log out the agent. For more details, see the next section.
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- Require authorization to connect to queue: Select this checkbox if you want to enable the password authentication when connecting to the queue. If this option is not enabled, the following two fields will be grayed out.The authorization PIN code is mandatory for the extensions set as queue supervisors!
- Old queue login PIN: VoipNow will display this field if the extension has a PIN code already set up.
- Queue login PIN: Specify the PIN required when dialing *96 or *97 to log in as queue agent or supervisor. The numeric value must have between 2 and 10 digits.
- Confirm queue login PIN: Fill in the same PIN as above.
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