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Agent Guide

User Options for ACD Queues

Last updated on August 25, 2022

 

Setting your default device:

 
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Default Answering Device:

 
  1. Click on the Phone button beside the status to open your default answering device.
  1. Select the device you wish to ring when a call is offered to you in the queue Note: You should only need to do this the first time you setup your agent, or when switching the device you wish to answer with in the queue.
 
 
 

Agent Login Options:

 

Option 1: Dashboard

 
 
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  1. Log in at dash.virtualpbx.com and click the menu icon
  1. Select ACD Queues
  1. After the page reloads, click on Begin Session. This logs agents into all queues that they are assigned to and marks them ready to take calls.
 
 
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  1. By default you will be start in away status - click on the available status options
  • Mark as ready - This will set you as ready to receive calls in the queue
  • End Session - Use this when you are ready to log out for the day
 
 
 
 

Option 2: Use Feature Codes on a registered VoIP Device

 
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  1. Agent Login *20: To login to your call queue, press *20 then press send on your registered VoIP phone
  1. Set Agent Ready *21: To change your status to Ready to receive calls, press *21 then press send on your registered VoIP phone
  1. Set Agent Away *22: To change your status to Away, press *22 then press send on your registered VoIP phone
  1. Agent Logout *23: To Logout out of your call queue, press *23 then press send on your registered VoIP phone
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