Defining manager queue settings

  • You must have rights to create queues.

  • You must have rights to view the contact center.

  • You must have rights to manage the user you are about to add to the manager queue.

  • You must have grant rights to serve in a queue.

You use this procedure to configure the manager-assistant queue function. This function enables that a group of people (assistants) can answer inbound calls on behalf of predefined person (the manager).

  1. On the System Configurator main screen, choose User and Role Management > Users.
  2. Search for the user who is the manager.

    The search result list appears.

  3. Choose the user by double-clicking it.
  4. Choose Manager Queue Settings.
  5. Enter the queue number that is within the manager queue range.

    Use the Number Viewer tool to check the range and available numbers.

  6. Choose Add to add the assistants to the queue.
  7. Save your entries.

    The manager queue is created, and the assistants and the manager have the rights to serve in the queue. To change the default settings of the manager queue, go to the Queues view and search for the queue. The queue name is the manager’s name (for example, Adams, Julie).