Agent Ques & Login

by nxtgensol

Posted on September 30, 2021 at 12:02 PM



For incoming calls to be placed into ques at least one agent must be logged in at all times. Once you have logged in there is no need to log out from a que. Once logged into the que you will receive calls unless you are currently making or receiving a call. In the event that all agents are busy callers will remain in the que until an agent become available.

To login, pause, and logout of call ques please use the below instructions:

  • To Login to the queue(s): Agent dials *01 + Extension
  • To Logout of the queue(s): Agent dials *00 + Extension
  • To Pause in the queue(s): Agent dials *02 + Reason Code + Extension (see Reason Codes for more info.)
  • To Unpause in the queue(s): Agent dials *03 + Agent ID