Working as an Agent

Assigned as an Agent on a Call Queue? Read on to learn the ins and outs of working as a Call Queue Agent, including how to handle callers in your Queue.

Answer a Call 

Before you can accept incoming calls, you'll need to:

  1. Turn your DND off for each of your Queues
  2. Toggle yourself to On Duty

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Dialpad Tip: The On Duty/Off Duty toggle is available on your desktop app or Obihai. For Obihais, select More > Call Center Availability to toggle on/off.

Unlike Departments, where Dialpad will ring-all Operators, Call Queues ring out individually based on whichever Agent went the longest without taking a call.

If no Agent answers, the caller moves onto your hold queue, or your secondary call handling options.

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If you click Decline or simply miss the call, you'll automatically be switched to Off Duty. 

We'll alert you via pop-up, giving you the option to either stay on Off Duty mode or switch back to On Duty.

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Post Wrap-Up Time

If your Admin has enabled this feature, you'll have a specified amount of wrap-up time between ending your last call and receiving a new one. 

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You'll see this notification at the top of your screen. You can always end it early, too.

Place a Call

Just like personal calls, the only difference is you’ll need to select your Call Queue caller ID from your New Call drop-down menu.

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Transfer a Call

Just like your personal calls, you can choose to transfer your Call Queue calls with:

Call Queue Inbox

Your Call Queue Inbox displays:

  • Hold queue
  • New notifications
  • All notifications
  • Voicemails
  • Recordings (Administrator access only)

With the exception of the hold queue, these other areas display the same type of info that your Department Inbox does.

Hold Queue

Click on Hold Queue to view all calls currently waiting for an available Agent and how long each caller has been in the Queue.

Dialpad Tip: Be sure to click Refresh every so often to ensure that you're seeing the latest information.

Callers are placed in your hold queue only if Agents aren't available (i.e. already on an active call). If all Agents are Off Duty (or if your callers call in after hours), they'll be routed to whatever secondary call handling option your Call Queue Admin has set up.

On the caller's end, they'll hear your Call Queue's hold music every 60 seconds. If enabled, callers will have the option to press a key to leave a voicemail.

Available Agents

To view the number of available Agents, click on the Agent icon to view:

  • Agents On Duty
  • Agents On a Call
  • Agents Off Duty

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Enable Email Notifications

Want to make sure you're kept in the loop outside of Dialpad? Enable email notifications for voicemails or faxes left on your Call Queue line. 

Just navigate to your Call Queue page from Dialpad.com > Admin Settings > Call Queues. You'll also have an option to toggle your DND from this page.

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