Queue Membership Star Codes

Owned by Steeve Martin
Last updated: Jun 14, 2022
3 min read

A series of operations are available:

Phone Code

Operation

Phone Code

Operation

*96

To log in the queue agent that owns the extension.

*97

To log in any queue agent.

*98

To disconnect the queue agent that owns the extension.

*98Y

To disconnect any queue agent.

*26Y

To pause an agent session.

*28Y

To unpause an agent session.

*999X

If you're a queue supervisor, to listen to active conversations.

*998X

If you're a queue supervisor, to whisper to agents registered in the queue.

More details about the operation above:

  • Log in the Queue Agent who owns the extension with *96: If you are an agent in a queue and you want to take calls from your personal extension, dial *96 from your phone terminal keypad to log in to the system. You will be prompted for your agent password. After authentication, the system will expect to find you at the extension you logged in from.

  • Disconnect the Queue Agent who owns the extension with *98: If you are an agent in a queue and you have logged in to the system from your personal extension, you can log out by dialing *98 on the extension phone keypad. For example, if your extension 0003*001 is an agent in a queue and you want to log in to the system using your personal phone terminal, dial *96 from its keypad. To log out, dial *98.

  • Log in any Queue Agent with *97: If you are an agent in a queue and you want to take calls from another extension, dial *97 from the phone terminal keypad to log in to the system. You will be prompted for your agent number and password. After authentication, the system will expect to find you at the extension you logged in from.
    See https://melotel.atlassian.net/wiki/spaces/CHD/pages/2186739716 for more information and walk through

  • Disconnect any Queue Agent with *98Y: If you are an agent in a queue and you are logged in to the system from another extension, you can log out by dialing *98Y (where Y is the short number of the extension enrolled as a queue agent, in other words your agent number) on the phone terminal keypad. To log in to the system as a queue agent from another extension, 0003*002, dial *97. To log out agent 0003*001 from extension 0003*002, dial *98001. This is necessary because several agents can log in from a single extension.

  • Pause agent session/Unpause agent session with *26Y/*28Y: If you are currently logged in the system as an agent and you want to take a break without logging out of the queue, dial *26 followed by Y, your extension number. This code informs VoipNow that you are not available and that the calls should not be assigned to your extension. To return to the queue activity, you must dial *28 followed by Y, your extension number. If you have logged in to the queue from the phone associated to your extension, you can use the shortcut *26 to pause and *28 to un-pause your session.

  • Supervise queue conversations with *999X: If you are a queue supervisor, you can start listening to the active queue conversations by dialing *999 followed by X, the number of the queue extension. VoipNow will announce the active agent that was the last to answer a call and will start playing their conversation. To listen to the next call available, dial *.
    See Queue supervisor for more information and walk through

  • Whisper to agents with *998X: If you are a queue supervisor, you can whisper to the agents registered in the queue and involved in a call by dialing *998 followed by X, the number of the queue extension. You will be connected to the active agent that was the last to answer a call. To whisper to the next available agent, dial *. For example, if you are logged in as a supervisor to the 0003*001 queue and you want to whisper something to the agent(s) involved in conversation(s), dial *998001.
    See Queue supervisor for more information and walk through