Queue Menu

Override scheduled opening hours and route interactions to different queues or messages.

 

 

 

Schedule Override

 

1. Left click Queue Status Bar to open Queue Menu

2. Choose an Override Control

   	Open	Manually override queue schedule to open queue
   	Open Early	Open queue ahead of schedule (Mode remains Auto)
   	Close Early	Close queue ahead of schedule (Mode remains Auto)

3. Tick any additional queues to apply the Override to in the Routing Destination Pop-up

    

   

    

4. Confirm that the Mode and Status in the Queue Status Bar reflect the schedule override

    

   

    

5. If Mode is Manual, press Reset when ready to return to automatic schedule

 





 

Forwarding Queues

 

1. Left click Queue Status Bar to open the Queue Menu

2. Choose a Forwarding option

   	Forward to Queue	Manually override queue schedule to forward to a different queue
   	Forward to Message	Manually override queue schedule to forward to specific message
   	Set to Holiday Mode	Manually override queue schedule to forward to Holiday message
   	Set to Emergency Mode	Manually override queue schedule to forward to Emergency message

3. Choose a Queue or Message to forward to in the Routing Destination Pop-up

    

   

4. Confirm that Mode is Manual and Status CLOSED (destination in parenthesis) in the Queue Status Bar

    

   

    

5. When ready to return to automatic schedule, press Reset from Menu

 





 

Queue Pilot Controls

 

1. Left click Queue Status Bar to open the Queue Menu

2. Choose a Pilot control

   	Dial Queue	Initiate phone call to Queue pilot number
   	View Voicemail	Access Queue Voicemail Inbox (requires PIN)
   	Add to Favourites	Add to Favourites Directory
   	Statistics	View Queue Statistics

3. For View Voicemail, enter the queue voicemail PIN into the PIN prompt

    

   

    

4. Press to access the Queue Inbox