Vertical Communications TeleVantage 7.5 manual Signing in and out of a queue, Using ViewPoint

Signing in and out of a queue ______________________________

You can be either signed in or signed out of each queue to which you belong. Only when you are signed in do you receive calls from the queue. When you are signed out of a queue, you can see and affect its calls in the Call Monitor, but the queue does not send calls to your phone.

As an agent, you might be signed out for the following reasons:

QYou are a supervisor who wants to observe a queue and manually take calls if necessary, but you do not want queue calls to ring your phone.

QYou are an agent who is a member of multiple queues, and you periodically change which queue you receive calls from. You receive calls only from the queues to which you are signed in.

To sign in or out of a queue

You must have permission to sign yourself in or out of queues. If you do not have permission, talk to your TeleVantage system administrator about signing in and out.

Using ViewPoint

1.Choose Tools > Queue Sign In/Out. The Queue Sign In/Out dialog box opens, displaying all queues for which you are a member. A check mark for a queue indicates that you are signed in to that queue.

2.Check the box next to a queue’s name to sign in to that queue, or clear the checkbox to sign out.

3.Click OK.

Note: In the Queue Monitor or Call Monitor folder, you can also right-click a queue tab to sign in or out of that queue.

Using the telephone

Using your telephone keypad, press *56 at a dial tone. Enter the extension of the queue for which you want to sign in or out followed by #, for example, “*56 102 #”.

Seeing whether you are signed in or out of a queue

In the Queue Monitor and Call Monitor folders, the tab for a queue displays an asterisk (*) if you are signed out from that queue.

APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-5