Enable Agents to Log in and out of Call Queues in 8x8 Admin Console

Enable Agents to Log in and out of Call Queues in 8x8 Admin Console

Objective

Enable agents to log in and out of their Call Queues via a desk phone.

Applies To

  • Admin Console
  • Call Queues
  • Desk Phones

Procedure

Agents need to be enabled to log in or out of Call Queues in Admin Console. You can enable this when you create a new Call Queue or use the steps below to enable agents to log in and out of an existing Call Queue.

Enable Agents to Log in and out of Call Queues

First, you might want to check whether users are able to log in and out of a call queue.

  1. Log in to Admin Console.
  2. Click Call Queues.
  3. Click the Call Queue you wish to view.
  4. A page displaying your Call Queue's basic information will appear. Under Basic Settings, the option to Allow Agents to Log in and Out of Queues should be set to On to enable this feature or Off to disable it.

Log in and out of Call Queues as an Agent on a Desk Phone

  1. From an extension that is part of any call queue, dial 5 5 7.
  2. Follow the IVR instructions to log in/out of assigned queues. (You can log in/out of specific queues individually, or all queues at once.)
    • Option 1: Log in to all queues.
    • Option 2: Log in to a specific queue.
    • Option 3: Log out of all queues.
    • Option 4: Log out of a specific queue.
    • Option 5: Review current queue assignment details.

Additional Information


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