Logging in and out of call queues

 

You log in and out in your Microsoft Teams  App (Settings / Calls)

 

 

 

 

Once you logged in or out, the queue information is visible within CTI Data Connector SoftPhone after around 1 minute.

 

 

The queues where you are logged in are marked with the icon

 

 

An overview, which user is logged in queues can be found in the Live Agent Dashboard- column Logged in Queues

 

 

 

Incoming calls to direct extension

If an agent answers a call from a queue, he can still receive calls to the direct extension.

 

 

Member in several queues

In case an agent is a member in several queues and

 

•the agent is available

•multiple callers are waiting in several queues

 

the agent will get several calls signaled to select a call in the most important queue. After accepting a call, his presence state will be In a Call, and he will no longer receive calls from other queues.

 

 

Select outbound phone number

In the CTI Data Connector SoftPhone you get a list with all  queues you are member of and the available outbound phone numbers for these queues. Each queue can have multiple phone numbers. When you hover over a queue number, you will see the queue name and the resource account name, which typically gives additional information if you have more numbers per queue.

 

 

 

Available numbers for outbound calls

 

will use for outbound calls either the main office number or your direct extension number (depends on the configuration)

is a queue where you are logged in and it will use the displayed queue phone number

 

 

 

Note: You can always make outbound calls with a queue number even if you are not logged into a queue.

 

Reject a call

You can reject a call with the red button in the CTI Data Connector SoftPhone or in the Microsoft Teams App. The call is signaled to the next available user in the call queue. In case it is a queue with one single user, it will instantly apply the setting When call times out.

 

If all users in a queue reject the call, it will instantly apply the setting When call times out.

 

In case user A transfers the call to user B, and user B rejects the call, then the call does not go back to the queue. The call answering rules from agent B are used.

 

Transfer a call

If user A transfers the call to user B, the queue name is missing in the CTI Data Connector SoftPhone.