31
7 Calls in the Queue
When a call comes into the call queue, each call has the following information
associated to it. You can click on any of the column headings to sort the display
by the values in column.
Figure 18
shows an example of multiple callers
holding in queue at the same time. It also shows how call time limit colors can
be used to enhance the look and show which callers are holding the longest.
Figure 18: CallQ Agent Screenshot Example showing multiple Calls in Queue
Unique Call ID Each call that enters the call queue is assigned a unique call
number.
Agent Mailbox This shows the mailbox of the agent on the selected call. When
a call has not been answered by an agent and is holding in queue, this
field is blank. Once a queued call is connected to an agent, the ID of the
agent that accepted the call is shown here until the call is cleared by
clicking “Do Wrap-up” or hanging up (depending on whether the agent’s
telephone is connected to an Amanda port directly or to a telephone
switch).
Status When a call enters a queue, there is a status showing the
state each call is in. Initially, the status for a call holding in queue is
“Available”. Once an agent accepts the call, the state (status box )
changes depending on what happens with the call. Each call will
transition from “Available” to “Waiting” to “Connecting” to “Connected”
and finally “Wrapup”.
Time Entered The time the call entered the call queue.
Position This shows the call position in the queue, as the number of calls
ahead of that call. Thus, position 0 has the highest priority, then position
1, then 2, etc. When multiple calls are in queue, Amanda can
automatically tell the caller their position in the queue. When a call is
taken from, or abandons, the queue, other calls in the queue move to the
next highest position in the order they are received. Each time a call
moves up in position, if the queue is configured to tell callers their
position, then the waiting callers will be notified of their new position.
