There are two types of Queue Status Indications:
Number of queued calls (NQC) - The system reports the total number of calls, excluding direct agent calls, in queue at a hunt group.
Oldest queued time (OQT) - The system reports the time in queue of the oldest call in a split or skill queue.
You can also use auxiliary queue warning lamps to provide both types of indications. Install the lamps at any location convenient to agents and supervisors.
If a queue status threshold is reached, the lamp next to the associated button flashes. If calls are queued but the threshold is not reached, the lamp lights steadily. If no calls are queued, the lamp goes dark.
If the OQT or NQC button on a phone or console with display is pressed, the following information is briefly displayed:
