464 Chapter 17 Intelligent Queue
Viewing port status
To view port status
1. Select Status=>Port Status. The Select Ports tab opens by default.
2. Choose to view the status of all Port Groups or selected Port Groups. Only port groups with assigned
ports will be displayed.
Click View All to view the port status for all port groups.
Click View Selected to view the port status for selected Port Groups
3. Choose to view the status of all Ports or selected Ports. Only ports assigned to port groups will be
displayed.
Click View All to view the port status for all ports
Click View Selected to view the port status for selected ports
4. Click the Port Status tab to view your selection.
5. To navigate through multiple pages of listings, click Previous or Next.
6. Click Stop to stop Intelligent Queue from displaying port status information. Click Continue to allow
the application to continue to display port status information.
Viewing callback queue status
You can view and manage callback queues in Status=>Callback queue. The four tabs within the Callback
queue status window display data for Current, Completed, Incomplete, and All callbacks. Intelligent Queue
lists callbacks in order of priority and latest date.
The possible callback queue status states, with their explanations, are as follows:
• NEW_REQUEST - starting state
• WAITING_FOR_SCHEDULE - The callback schedule condition was not met, so waiting
• WAITING_FOR_QUEUE - The queue condition was not met, so waiting
• WAITING_FOR_AGENT_NO_ANSWER - When the callback engine dialed the agent, the agent did
not answer
• WAITING_FOR_AGENT_BUSY - When the callback engine dialed the agent, the agent’s line was
busy
• WAITING_FOR_CLIENT_NO_ANSWER - When the callback engine dialed the customer, the
customer did not answer
• WAITING_FOR_CLIENT_BUSY - When the callback engine dialed the customer, the customer’s line
was busy
• AGENT_REQUEUED - The agent used the requeue option when the callback was offered to them
• IN_PROGRESS - The callback is currently being processed (This happens initially and then it
transitions to another state)
• AGENT_REJECTED - The agent rejected the callback when the callback was offered to the agent
• EXPIRED - The callback engine tried to contact the client the maximum number of times and will not
try again
• FAILED_INVALID_AGENT_DESINTATION - The agent destination was invalid (for example, it was an
invalid path number)
• FAILED_INVALID_CLIENT_DESTINATION - The client destination was invalid (for example, they left
a phone number with only six numbers)
• FAILED - General error
• COMPLETE - The callback is complete
• DIALING_CLIENT - The system is currently dialing the client