Welcome to Aptela’s Department Queuing functionality. This guide will help you to get started.

1. Log in to www.aptela.com/my-account every day
• This logs you into the online account providing the ability to track your calls and manage your own calling features
• To learn more about the features on this page, click here
• To set up your Find Me List so that calls can roll over from your desk phone to a mobile phone, click here  
2. Click on Queues to log in and out of the queue
• This opens your queue window
• Look for a “drop-down” box defaulted to “Out of Queue”, change it to “In Queue”
• Now you are in queue and ready to take calls
• When taking a break, use this window to log “Out of Queue”;  do not use the “Do Not Disturb” button on your phone
3. Managing calls
• With the queue window open, you will see the calls in queue awaiting an agent
• If you have been activated for call recording (check with your Account Operator), you can start/stop recording in three ways:
1. Through your phone by dialing ##7 to start and ##7 to stop
2. Through the queue window
3. In the “Call Room” seen on the front page of the Web Portal
4. Transferring calls
• The Queue product is not designed to use the following hardware buttons on your SIP phone: Forward, Transfer, Do Not Disturb. To use these features:
• Log into the Web Portal and use the online “Call Room” to transfer, forward, record, mute and hang up.
• Use the “Virtual Menu” --
  
• push # # 3 on your phone while on a live call to transfer the caller to another extension. The call is automatically put on hold.
• push # # 5 to transfer the caller to a 10-digit phone number.
5. Wrap time
• This feature does not include a “wrap time” feature. Once a call ends, the next call is routed to you immediately

Trouble Questions:

“I am in queue and available, but no calls are ringing in to me”

There a few potential causes for this issue:

1. Check your desk phone and be sure that your phone is not “forwarded” or that your ring volume is not turned down.
2. The “Dialing Method” that your Operator has set may not be right for your company.  Ask your Account Operator to visit this article to see the different types of dialing methods. Click here.
3. Your presence status may have gotten lost. To rectify this, click on “Refresh Agent” at the top of the queue window. Important:  click this link only when you are not on a call and your phone is not ringing.