Manage call queue agents

Agents are the people who answer a call queue’s calls. You choose who’s in each queue, in what order they ring, and how much breathing room they get between calls.

Add agents to a queue

1. Go to Call Queues.
2. Find the queue and select its Edit Agents icon (the group of people) on its row. The Edit Agents window opens.
3. Select Add Agent.
4. In Agent Phone, type the person’s extension or name and pick their phone from the list, for example 101 (Jane Smith). Only users who have a phone set up on their Phones tab appear.
5. Set the agent options (see below).
6. Select Save Agent. Repeat for each agent, then select Done.

Agent settings

• Status — Whether the agent is Online (ready for calls) or Offline. Changing it may take a moment to update. Phones that aren’t connected always show offline.
• Wrap up time (sec) — Seconds of quiet after each call (0 to 595), so the agent can finish notes before the next call. Drag the slider to set it.
• Max Simultaneous Calls — How many queue calls the agent can have at once (1 to 6). Usually 1.
• Order in linear hunt — For Linear Hunt and Linear Cascade queues only: the ringing order. Lower numbers ring first.
• Queue priority for agent — For agents in more than one queue. A lower number means higher priority.
• Request Confirmation — The agent must press 1 to accept each call. This stops calls from landing in a cell phone’s voicemail.
• Auto Answer — Desk phones pick up queue calls automatically.

Tip: Turn on Request confirmation for any agent whose calls might ring a cell phone.

Log agents in and out

Agents should go offline when they step away, so callers aren’t sent to an empty desk.

• Office Managers and Supervisors can change an agent’s status: open Edit Agents, select the pencil icon on the agent’s row, change Status, and select Save Agent.
• Agents can change their own status from their portal view, the ConnectUC app, or a status button on their desk phone, if one is set up.

Remove an agent

1. Open the queue’s Edit Agents window.
2. Find the agent.
3. Select the red trash can on their row and confirm.

Removing someone from a queue doesn’t affect their extension or their direct calls.

Common questions

An agent says they never get queue calls. What should I check?

Check that they’re Online, that their phone is connected, and that their answering rules aren’t set to Do not disturb. Also check their Queue priority if they’re in more than one queue.

Do agents need the Call Center Agent role?

Anyone can be added as an agent. Giving them the Call Center Agent role lets them see their queues and stats in the portal. See User roles.

Why is one agent getting most of the calls?

In Linear Hunt, the first agent always rings first. Switch to Round-robin (longest idle) to spread calls evenly.

Related articles

• Set up a call queue
• Queue and agent activity
• Answering rules: forwarding, simultaneous ring and do not disturb
• User roles and what each one can do