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:
- Toggle yourself On Duty
- Turn your DND to Off
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 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.
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.
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.
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
- 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.
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.
To view the number of available Agents, click on the Agent icon to view:
- Agents On Duty
- Agents On a Call
- Agents Off Duty
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.