Open a queue's agents
In the Office Manager view, click Call Queues, hover over the queue, and click its agents icon on the far right. The Edit Agents window opens.
Add an agent
- Click Add Agent.
- Fill in:
- Agent Phone – the agent's phone
- Status – Online (ready for calls) or Offline
- Wrap up time – time to finish notes after each call before the next one comes in
- Max Simultaneous calls – almost always 1
- Order in Linear Hunt (if shown) – who gets calls first (lowest number first)
- Queue priority for agent – for agents in more than one queue: calls come from the queue with the lowest number first
- Request Confirmation – the agent has to confirm before taking the call
- Auto Answer – the phone answers on its own (not every phone supports this)
- Click Save, then Done.
Edit or remove an agent
Hover over the agent and click the edit or delete icon on the far right. Click Done when finished.
Tip: Agents can go online or offline from their own desk phone: *11 to log in to all their queues, *12 to log out.
Need a hand? Call UnaDial support at 833-651-DIAL (833-651-3425) or email support@unadial.com.