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This page describes how Queue Membership works and how it can be set up. |
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To enable this permission, click on the Roles and Phone Numbers icon under the Tools area. In the Roles and phone numbers for <user_name> page, enable the User is multi user aware permission as shown below.
For more info, see this area in the VoipNow User Guide.
Screenshot: The Permissions section from the Roles and phone numbers management page
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From the Queue Membership page of the extension, the Agent preferences can be customized as detailed in the table below.
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below:
- Require authorization to connect to queue
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- : By enabling this option, a password authentication will be required when connecting to the queue. If this option is not enabled, the following two fields will no longer be available.
- Old queue login PIN
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- : This field will be displayed if the extension has a PIN code already set up.
- Queue login PIN
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- : Specify the PIN required when dialing *96 or *97 to log in as queue agent or supervisor.
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- Accepted value: numeric, 2 to 10 digits.
- Confirm queue login PIN
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- : The same PIN as the one above.
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Please note that the authorization PIN code is mandatory for extensions set as queue supervisors! |
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The operations below are specific to the queue supervisors:
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Listen to active queue conversations with *999<queue_extension_number>
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: 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 *.
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The supervisor can listen to the active queue conversations ONLY if he is logged in from his extension
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Whisper to registered queue agents with *998<queue_extension_number>
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: 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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Local queue agent
Click the Local queue agent icon if you want to set the local agent as a queue supervisor.
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A series of operations are available.
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- Log in the Queue Agent
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- who owns the extension with *96: If you are an agent in a queue and you want to take calls from your personal extension
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- , dial *96 from your phone terminal keypad to log in to the system
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- . You will be prompted for your agent password
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- . After authentication, the system will expect to find you at the extension you logged in from.
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- Disconnect the Queue Agent
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- who owns the extension with *98: If you are an agent in a queue and you have logged in to the system from your personal extension, you can log out by dialing *98 on the extension phone keypad.
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- For example, if your extension 0003*001 is an agent in a queue and you want to log in to the system using your personal phone terminal, dial *96 from its keypad. To log out, dial *98.
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- Log in
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- any Queue Agent
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- with *97: If you are an agent in a queue and you want to take calls from another extension
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- , dial *97 from the phone terminal keypad to log in to the system
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- . You will be prompted for your agent number and password.
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- After authentication, the system will expect to find you at the extension you logged in from.
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- Disconnect
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- any Queue Agent
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- with *98Y: If you are an agent in a queue and you are logged in to the system from another extension, you can log out by dialing *98Y (where Y is the short number of the extension enrolled as a queue agent, in other words your agent number) on the phone terminal keypad.
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- To log in to the system as a queue agent from another extension, 0003*002, dial *97.
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- To log out agent 0003*001 from extension 0003*002, dial *98001. This is necessary because several agents can log in from a single extension.
- Pause agent session/Unpause agent session with *26Y/*28Y
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Pause Agent Session
Unpause Agent Session
- : If you are currently logged in the system as an agent and you want to take a break without logging out of the queue
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- , dial *26 followed by Y, your extension number
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- . This code informs VoipNow that you are not available and that the calls should not be assigned to your extension
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- . To return to the queue activity, you must dial *28 followed by Y, your extension number.
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- If you have logged in to the queue from the phone associated to your extension, you can use the shortcut *26 to pause and *28 to un-pause your session.
- Supervise queue conversations with *999X
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- : If you are a queue supervisor
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- , you can start listening to the active queue conversations by dialing *999 followed by X, the number of the queue extension
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- . VoipNow will announce the active agent that was the last to answer a call and will start playing their conversation.
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- To listen to the next call available, dial *.
- Whisper to agents with *998X
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- : If you are a queue supervisor
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- , you can whisper to the agents registered in the queue and involved in a call by dialing *998 followed by X, the number of the queue extension
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- . You will be connected to the active agent that was the last to answer a call.
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- To whisper to the next available agent, dial *.
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- For example, if you are logged in as a supervisor to the 0003*001 queue and you want to whisper something to the agent(s) involved in conversation(s), dial *998001.
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