...
For each queue that the extension belongs to, VoipNow displays a series of details, among which some are explained below.
- S: The status of the queue
enabled enabled 
disabled disabled - Type: The The extension's role inside the queue
local local queue agent agent 
queue queue supervisor. Please read the section below for further information about roles in a queue. - Penalty: This This value determines the order in which VoipNow tries to assign calls to the agents. When When a call is received, VoipNow first applies the distribution algorithm to the set of agents with Penalty = 1. If no available agent is found, VoipNow applies the algorithm to the agents with Penalty = 2 and so on. Fewer calls will be assigned to agents with high Penalty values. To modify it, fill in another value in the text box. Value range: 0 to 100 (0 - most calls are assigned to this agent; 100 - fewest calls are distributed to this agent).
- State: The status of the agent as the queue sees it. You can click the link to pause/unpause or to log in/log out the agent.
- Connected to: This This is where the agent connected from. For local agents, the extension number (e.g. 0003*001) is displayed. The The number is displayed only if the agent is logged in to the queue.
Extension roles in queues
Queue supervisor
Click the 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.
...
| Dial from Phone Terminal | What Happens | How | Notes | |
*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 *. | The supervisor can listen to the active queue conversations ONLY if he is logged in from his extension. | |
*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 *. |
Local queue agent
Click the the Local queue agent icon if you want to set the local agent as a queue supervisor.
...
A series of operations are available.
| Dial | To | Description |
|---|---|---|
| *96 | Log in the Queue Agent Owning the Extension | If you are an agent in a queue and you want to take calls from your personal extension:
|
| *98 | Disconnect the Queue Agent Owning the Extension | 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. Example: |
| *97 | Log in Any Queue Agent | If you are an agent in a queue and you want to take calls from another extension:
|
| *98Y | Disconnect Any Queue Agent | 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. Example: |
| *26Y 26Y *28Y | Pause 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:
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 |
| *999X | Supervise Queue Conversations | If you are a queue supervisor:
To listen to the next call available, dial *. |
| *998X | Whisper to Agents | If you are a queue supervisor:
To whisper to the next available agent, dial *. Example: |
...
Except where otherwise noted, content in this space is licensed under a Creative Commons Attribution 4.0 International.