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How do I enable agents to log in and out of Call Queues via their desk phones in Virtual Office Configuration Manager?
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How do I enable agents to log in and out of Call Queues via their desk phones in Virtual Office Configuration Manager?

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

Objective

To enable agents to log in and out of their Call Queues via a desk phone.

Agents need to be enabled to log in or out of Call Queues in Configuration Manager. You can enable this when you create a new Call Queue or use the steps below to enable agents to log in and out of an existing Call Queue.

Applies To

  • Configuration Manager
  • Call Queues
  • Desk Phones

Procedure

Enable Agents to Log in and out of Call Queues

First, you might want to check whether users are able to log in and out of a call queue.

  1. Log in to Configuration Manager.
  2. Click Call Queues.
  3. Click the Call Queue you wish to view.
  4. A page displaying your Call Queue's basic information will appear. Under Basic Settings, the option to Allow Agents to Log in and Out of Queues should be set to On to enable this feature or Off to disable it.

Log in and out of Call Queues as an Agent on a Desk Phone

  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.

Additional Information 

Agents are also about to log in to call queues through Virtual Office Desktop