Handle Call Queue Calls

Answer a Call 

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

  1. Toggle yourself On Duty
  2. Turn your DND to Off

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Dialpad Tip: The On Duty/Off Duty toggle is available on your desktop app or Obihai. 

Unlike Departments, where all Operators are rung at the same time, Call Queues ring out to the Longest Idle Agent (LIA) before moving to the next LIA, 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 are 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 Administrator 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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