Serving in Queues

Use

You use this procedure to log on to and log off from queues.

Prerequisites

You must have rights to serve in the queues.

Procedure

  1. To start serving in queues, select the checkbox in the Queue Name column on the Queues tab page.

  2. To display the queue in contact view, select the checkbox in the Queue List column.

  3. To log out of a queue, deselect the queue.

Administrators and supervisors can force you to serve in some specific queues or in all queues, and they can also force you to log on to a queue and log off from a queue.

Logging on to and off from a Queue Using Presence Profiles

Administrators may have defined presence profiles so that they are also linked with queue groups. When you select such a profile, you will automatically join all the queues defined in that queue group - and you will be logged out of any queues not part of that group.

Correspondingly, you can leave queues individually or by selecting a profile not connected to a queue group.

Note:

Presence profiles cannot be used for logging on to queues of a queue group in systems where ECF and CDT are used together.