Skip to main content
Alerting Idle Agents When Callers Are in the Queue
8x8 Support

Alerting Idle Agents When Callers Are in the Queue

Objective

Alerting idle ContactNow agents when there are callers waiting in their assigned queues.

Applies To

ContactNow

Procedure

  1. Log into ContactNow as an admin.
  2. From the left menu, click Setup (gear icon).
  3. Click System Setup.
  4. Click Agent Features.
  5. Select desired Idle Warning.
    • Off - This option turns off the Idle Warning feature, which prevents incoming call notifications from reaching an agent who is set to Idle status.
    • Flash Status - This is a simple notification that appears only in the phone/dialer area. Options are to Accept or Decline the incoming call.
    • Flash and Popup - In addition to the Flash Status, a small browser window will pop up with the same Accept or Decline options.
    • Flash and Alert - In addition to the Flash Status, another call alert will appear within the same browser tab.
  6. Set the Warning Alert Time. This option sets the amount of time between a call entering an assigned queue, and notifying an agent (who has set Idle status) of that call.

clipboard_e05e5838cc2e3f48c6d42464e2da7e801.png

 

  • Was this article helpful?