Viewing the status of the call queue

Last Updated : Feb 25, 2020 |
Prolog information
Metadata
Keywords:
The status of the call queue does not depend on your login status. Status of the call queue provides information about the calls waiting in the queue, which helps you to prioritize the calls in the queue.
You can check the call queue status in any of the following scenarios:
  • Logged out and the Queue Stat button is configured on your phone
  • Logged in and available for calls
  • Logged in and are in Aux work mode
  • Busy on an active call
Before you begin
Ensure that:
  • The administrator has programmed q-calls on one of the programmable feature keys or on the expansion module.
  • The administrator has configured the required Hunt Group Settings for the call queue.
  1. Press the Queue Stat key to view the status of the call queue.
    STEP RESULT:
    The phone screen displays the following information in three display lines for ten seconds:
    • Skill: The configured name of the skill group. The maximum length of the Skill parameter on the phone screen display is 16 characters.
    • Calls in Q:The number of calls waiting in the queue.
      By default, the value of Calls in Q or Calls Warning Threshold field in Hunt Group Settings is 2. After two calls, the flashing icon indicates that the number of calls in the queue has reached the maximum limit and you should answer the latest of the two calls.
    • Oldest Q time: The time for which the oldest call is waiting in the queue.
      By default, the value of Oldest Q time or Time Warning Threshold field in Hunt Group Settings is 10 seconds. After 10 seconds, the icon next to the feature key for queue status flashes. The flashing icon indicates that the maximum programmed waiting time for the call is expired and you should answer that call.
  2. To view the next screen for information about the queue status, press the Queue Stat key again.
    STEP RESULT:
    The phone screen displays the following information in three display lines on the phone:
    • Skill ID: The skill ID assigned to the agent.
    • Q Calls Threshold: The status of the call threshold. This parameter can have the values true or false.
      If the value of Q Calls Threshold parameter is true, it indicates that the queued calls has exceeded the programmed threshold value.
    • Q Time Threshold: The status of the threshold time. This parameter can have the values true or false.
      If the value of Q Time Threshold is true, it indicates that the time for which the oldest call is waiting in the queue has exceeded the programmed threshold time.