User Navigation - About the Queues Page on the Web Portal

Aptela Queues is a purchased, add-on feature.  Customers with Queues will have visibility to the Queues window as described on this page.  The Queues window is where agents of queue departments: Log in and out of queue View queued calls Restore their call presence The below shows where agents log in and out of queue. Below is an example of a queued call in the agent's queue window. Troubleshooting Tip for a Common Queue Issue Certain hardware buttons are not designed to be used with the Queue product (e.g. "Forward," "Do Not Disturb," "Transfer" key).  Use of these buttons will cause the agent's presence to no longer be detected by the queue, and new calls will not ring the agent's phone. Agents who are logged in queue but are not receiving new queue calls should immediately refresh their presence by clicking the "Refresh Agent" link.

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