Queue supervisor
The queue supervisor is able to listen to any of the active queue conversations by dialing *999 from his phone terminal, followed by the number of the queue extension. VoipNow will announce the active agent that answered a call last and will start playing his conversation. To listen to the next available call, the queue supervisor must dial *.
The supervisor can listen to the active queue conversations ONLY if he is logged in from his extension. e.g. Agent 0077*001 is marked as a supervisor for queue 0077*004. If he logs in from another extension, 0077*003, and dials *999004, he will not be able to listen to the active conversations.
The queue supervisor is able to whisper something to any of the registered queue agents by dialing *998 from his phone terminal, followed by the number of the queue extension. He will be connected to the active agent that answered a call last. To whisper to the next available agent, the queue supervisor must dial *.
A queue supervisor extension can log in to the queue only after dialing the PIN code set up from its Queue Membership page.
Click the Queue supervisor icon if you want to revert the supervisor to a normal queue agent. A queue supervisor extension can log in to the queue only after dialing the PIN code was set up in the Member Preferences section below.
These operations are specific to queue supervisors:
Dial from Phone Terminal | What it does? | How it happenes? |
|---|---|---|
*999<queue_extension_number> | Listen to the active queue conversations. | VoipNow will announce the active agent that answered a call last and will start playing his conversation. To listen to the next available call, the queue supervisor must dial *. |
*998<queue_extension_number> | Whisper to the registered queue agents. | The queue supervisor will be connected to the active agent that answered a call last. To whisper to the next available agent, the queue supervisor must dial *. |