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Any Phone Terminal extension can be a local agent for a particular queue provided that it belongs to the same Organization. What's more, an extension can be a local agent for several queues at the same time.

Adding a local agent

To add a local agent to a Queue, open the management page of the Queue extension, click Queue Agents and , then Add Local Agent.

Adding a local agent

Fill and fill in the short form following the explanations below. 

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  1. Listen to Queue calls or all agents calls.
    It depends on the selection made in This feature becomes available if the Allow to monitor field, option was selected when the agent was added to the Queue. To listen to the Queue calls or all agents calls, the Supervisor needs to dial *999, followed by the number of the queue. VoipNow announces the active agent that was the last to answer a call and starts playing their conversation. To listen to the next conversation available, the supervisor needs to dial *.
  2. Whisper to the agents registered in the queue and involved in a call
    To do that, the Supervisor needs to dial *998, followed by the number of the queue. VoipNow connects the Supervisor to the active agent that answered the call. To whisper to the next available agent, the supervisor needs to dial *.

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