Installation guide

Signing in and out of a queue 5-5
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
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:
• You 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.
• You 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.
Note: Other agents with permission can sign you 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 Wave system administrator about procedures for signing in and out.
To see if you are signed in or out of a queue
In the ViewPoint Queue Monitor and Call Monitor views, the tab for a queue displays an
asterisk (*) if you are signed out from that queue.
To sign in or out of a queue using ViewPoint
1 In the ViewPoint Call Monitor, right-click a Queue tab at the bottom of the screen.
2 Click
Sign me into queue or Sign me out of queue.
To sign in or out of a queue using the phone
Using your phone 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 #”.
Release 2.0 Service Pack 1
April 2011