Troubleshooting for Queue Users

This article outlines several problems that queue customers have experienced and proposes solutions. To report problems outside of the below or comments on the solutions, please send in a web ticket here.  Problem  Solution I cannot successfully transfer a call to another agent. Queuing is not designed to work with the forward or transfer buttons on your phone hardware. To transfer a call, use ##3 and enter the extension where you want to transfer the call. I need to change our queue’s hold music to present a custom message. Queueing does not have its own custom hold music, it uses the hold music for the entire account I need to “pause” my available presence to allow time to wrap up a call (finish documentation) prior to it ringing again with a new call. Once you end a call, the next call is routed immediately. If you suggest that you need time to “wrap up” a call, sign yourself “out of queue” before ending the call. I am not getting new calls. I am logged in to the queue and I see calls in queue, but my phone doesn’t ring. Log in to the web portal and select Queue in the navigation bar. When your queue window opens, you will see an option to “Refresh Agent”. Click this button and your presence will be re-established. An agent went to lunch and appears to still be in queue. As a manager, log in to the application and select Queue in the navigation bar. Then click on “Agents”. If this agent is listed, they are still in queue. A call has been “stuck” in the queue window in a “ringing” state for a long time. All agents are available and the call isn’t ringing into their line. There are few reasons this may happen: Check your agent list and make sure that every agent in the “Active Users” list has a phone and is ready and available to take calls. On rare occasions, a caller got “stuck” in queue and the call displays even though the customer has abandoned the call long ago. The call will automatically clear out in 12 hours. I am an agent and my personal Call History is flooded with incoming call attempts, even those that I don’t pick up. Can I turn these off? Log in to your account. Select Settings from the navigation bar. Under Message Settings, click on Message Display Settings. The item named “Display missed calls?” should be set to “No”.

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