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the list. A mailbox that has been added to a call queue is called an agent.
Once mailboxes are added to the queue, the agents can attach to the
queue.
Remove This button is used to delete the selected agent mailbox from the call
queue. You must be the call queue administrator or supervisor in order
to do this.
Toggle Available Supervisors can use the toggle available button to change the
status of unavailable agents to available.
8.2 Agent Settings. . .
Each member of the call queue can have different settings for their mailbox.
The queue administrator, or a queue supervisor determines these settings.
There are two ways to access the same dialog box, a sample of which is shown
in
Figure 19
, for administering these settings. The first is through the “Agent
List. . . ” dialog, described in Subsection 8.1 (
Figure 21
). After highlighting an
agent in that dialog, the administrator can click the “Settings” button to bring
up the settings for that particular agent, an example is shown in
Figure 22
.
Figure 22
:
Agent Settings Dialog
Note: Before an agent can accept a call from the queue, the queue administrator
must enable their settings. Agents with no settings enabled will automatically
be assigned calls from the queue. Typical settings to enable for an agent are
view agent/call info, assign/control call, and available privilege.
