Using your Polycom you can log into and out of queues to start or stop receiving calls using a short star code.
To begin there is a difference between being added to a queue and logging into a queue.
Being Added to a Queue VS Logging Into a Queue
First an extension should be added to a queue. This means exactly that, that you’ve been added to this queue. Once an agent has been added to a queue they will not receive calls from the queue, they’re sitting idly. No calls to the queue will ring to the agent.
Logging into the Queue(s) - *96
Once you have been added to the queue, to receive calls from the queue you can press *96 on your Polycom device. Any queue your extension is added to, will be logged in, and you will start receiving calls from all those queues.
Pick up receiver and press *96 then hit the send/dial. The announcement ‘Agent logged in’ will be announced and the call will end.
Using *96 will log you into all queues your extension has been added to. You can not login to specific queues only. For example:
I am added to 5 queues. But I never actually log into the billing queue. I'm just there, if I need to be manually added. Which is rarely. But, when I star code to login to queues. It will log me in to ALL queues I am added to even the billing queue.
Logging out of a Queue(s) - *98
When you no longer wish to receive any calls from the queues, pick up your receiver and press *98 and hit the send/dial key. You will hear the announcement ‘Agent logged off’ and the call will disconnect. This will log you out of all the queues your extension was logged into. You can not specify which queue you wish to log out of.