Checking status of calls in the queue

Last Updated : Feb 27, 2020 |
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CS 1000 endpoint user experience

On CS 1000 endpoints, the Display Queue key is available to supervisors and not to agents.
The key referred to as Display Queue in the User Guides is the Display Waiting (ACD) Calls, or
DWC. This key provides the following information to the screen when pressed:
  • The number of calls in the queue
  • The number of logged in agents
  • The time the oldest call in the queue has waited for an agent
  • The number of calls that have done an overflow by waiting time into the queue
In addition, the lamp or icon state indicates the queue status as follows:
  • Off: few or no calls waiting
  • On: an acceptable number of calls waiting
  • Slow flash: calls are backing up; the queue is getting close to overflowing
  • Fast flash: any new call is overflowing to another queue

Avaya Aura® Call Center Elite legacy SIP device user experience

The equivalent functionality in the Call Center Elite is the Queue Status which a user can check using the q-calls key on the SIP endpoints. Both supervisors and agents can use it.
The SIP endpoints have two lamps for each key. This allows them to show the status of the Oldest Queue Time and Number of Queued Calls separately.
Oldest Queue Time:
  • Off: no calls in the queue
  • On: the oldest call has been waiting for an acceptable amount of time
  • Flash: threshold for the time to answer has been reached
Number of Queued Calls:
  • Off: no more than one call waiting
  • On: an acceptable number of calls waiting
  • Flash: the threshold for the number of calls queued has been reached
The Queue Stats (q-calls) feature key is assigned on a per-skill group basis and is available to a logged-out agent. The label is displayed as Queue Stats followed by the skill group number tracked in brackets, for example Queue Stats (4). The feature key provides the following information:
  • The configured name of the skill group associated with the Queue Stats feature key
  • The time the oldest call in the queue has waited
  • Number of calls in queue

Avaya Device Adapter Snap-in user experience

The stations supported by the Device Adapter have only one indicator icon. The Queue Stats capability of the q-calls key provides additional information not displayed on the screen but displayed by the two lamps.
The Device Adapter provides a modified version of the Call Center Elite user experience. The request sent when pressing the q-calls key causes a response from the Call Center Elite. This includes the following:
  • The name of the Vector Directory of the skill group
  • The age of the oldest call in the skill group queue
  • The number of calls in the skill group queue
  • An indication of whether the number of calls threshold has been exceeded
  • An indication of whether the oldest call threshold has been exceeded
The Device Adapter endpoints use this information to provide lamp states and a text display:
  • If no calls are present, the icon is dark
  • If calls are present but no threshold has been exceeded, the icon is lit
  • If calls are present and at least one threshold has been exceeded, the icon flashes
    • If the time in queue threshold is exceeded, the icon does a slow flash
    • If the number of calls threshold is exceeded, the icon does a fast flash
    • If both the time in queue and the number of calls thresholds are exceeded, the icon does a slow flash followed by a fast flash
  • The initial press of the q-calls key displays the information available to the Avaya Aura® SIP device user including the following:
    • The name of the skill group
    • The number of calls in the queue
    • The time in seconds the oldest call has waited in the queue
  • Multiple presses of the q-calls key switch screens, including re-displaying the current status. The second screen of queue display includes the following:
    • The skill group number
    • The values of the threshold flags (with a label for the flags)
  • If the agent is on a call, and SRTP (encrypted media) is used, a lock icon and potentially the word Encrypted is displayed. If there are over 12 additional characters to be displayed, the word Encrypted is omitted, as the lock icon indicates encryption is in progress.