Working with Queues
Calls to a Hunt Group are held in a queue when all available members of the hunt group are busy. You can be a member of a Hunt Group, for example "Main", and automatically be presented with calls to this group. The name of the Hunt Group is displayed in the Calling Name field in the Call Details, Current Call Information Panel. You can also monitor the number of calls being held in a queue for a particular Hunt Group. For details on creating, modifying and deleting a Queue refer to the section called Configuring a queue.
Monitor a Queue
The Queue Mode Panel displays up to eight Queues. They indicate the number of calls currently queued for a specific Hunt Group.
The number of calls held in a queue is indicated by a bar graph with the total number of calls shown at the end of the bar graph. Each call is displayed as a white box if the alarm threshold has not been exceeded. If the number of calls in the queue exceeds the alarm threshold then the calls exceeding the threshold are displayed as an amber box.
The longest length of time a call has been in the queue is indicated in the text box at the end of the graph. The time is updated whenever a call is queued. The time will be displayed in white if the longest wait time alarm threshold has not been exceeded. The time will change to being amber if the longest wait time is exceeded.
When the mouse pointer is moved over an active Queue Call bar the Queue Name, number of calls in the queue, number of Recall calls and the queue status (normal or alarmed) is displayed.
Answer a Queued Call
If you are a member of a Hunt Group a queued call is automatically presented in the Current Call Information panel. The name of the Hunt Group is displayed in the Calling Name field. You can answer the call in the normal way.
If you are not a member of a Hunt group you are able to answer queued calls. To answer a call click on the Queue name button, the first call in the queue is presented to the operator with the Hunt Group name displayed in the Calling Name field. Answer the call in the normal way.