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How Do Users (Agents) Log in and out of Call Queues in Virtual Office?
8x8 Support Knowledge Base

How Do Users (Agents) Log in and out of Call Queues in Virtual Office?

Note To enable agents to log in and out of Call Queues in Virtual Office Configuration Manager, click here. 

The optional Virtual Office Call Queue service places incoming calls in line to be answered while extension users are busy with other calls. If enabled in Account Manager by the account administrator, agents can log themselves in or out of call queues using their phones or the Virtual Office Desktop/Online application.

See also: Set up Your Phone System > Add-On Features > Manage Call Queues.

Enabling Agents to Log In or Out of Assigned Queues (Admin)

  1. Log in to Account Manager.
  2. Click Phone System > Call Queues.
  3. Do one of the following:
    • Create and configure a new queue: Click Create New Queue.
    • Edit an existing queue: To the right of a desired queue, click Edit.
  4. Under Agent Assignment > Allow agents to log in and out from assigned queues, mark either Yes (allowed)or No (not allowed).
  5. Click Save to complete changes.

Logging In or Out of Assigned Queues (Agents)

Note: Your 8x8 account administrator must first enable the ability for you to freely log in or out of call queues before you can complete the below.

From the Virtual Office Desktop or Online softphone application

  1. From above the main icon row, in the upper right corner of the application, click the small phone icon. This will open your extension options.
  2. On the left, find the Call Queue checkbox and:
    • Uncheck the box to log out of desired queue(s).
    • Check the box to log in to desired queue(s).

From your 8x8 desk phone or the Virtual Office Mobile app

  1. From an extension that is part of any call queue, dial 5 5 7.
  2. Follow the IVR instructions to log in/out of assigned queues. (You can log in/out of specific queues individually, or all queues at once.)
    • Option 1: Log in to all queues.
    • Option 2: Log in to a specific queue.
    • Option 3: Log out of all queues.
    • Option 4: Log out of a specific queue.
    • Option 5: Review current queue assignment details.

 

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