Explains how to manage agents inside of a call queue, how to navigate being a Call Center Supervisor, and configuring music on hold.
The Call Queue page lists all of the available call queues in the logged-in user's domain.
Managing Agents
Agent settings can be configured directly in the Call Queue table by clicking on the agent icon across from a call queue, or clicking on the Agents (available) column across from a call queue.
https://documentation.netsapiens.com/call-queues/manage-queues-by-user
Agents can be added by "phone" or by "user". If an agent is added by "phone", then only that device will ring. If an agent is added by "user", all of the user's devices will ring. For more information, read "Manage Queues by User".
A new agent is automatically labeled as an "offnet agent" if their phone number is not found in the system.
Agents can have custom statuses. Read more here, "Custom Call Center Agent Status".
Call Center Supervisor
A Call Center Supervisor manages their call queues on the Call Center page.
For information on the Call Center Portal, refer to "Call Center Portal".
For information on reporting, read "Call Center Reports".
Music on Hold
Music on Hold (MOH) is configurable for call queues. If no MOH is selected, then the domain MOH will apply.
Read more about MOH here, "Music on Hold Management" and here (new in v43+), "Customizable MOH - Comfort Message Feature Overview".
To configure a call queue to play the queue's MOH and not the agent's MOH, refer to "How Can I Change Whether the Music On Hold Played for a Queue is the Agents or Queue MOH?".