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Viewing the Queues
Click the Queue button to view the queue for the selected workgroup.
Figure 8. Queue window
For each call in queue, the Queue window displays the ID, the queue time,
priority queue time, Caller ID, and Caller Name if available.
The maximum number of calls in queue, at any one time, is 34.
Pickup Call from Queue
To pick up a call from queue, click on a queued call from the list, then click
the Pickup button. This will ring the supervisor extension when the phone
is in idle state. If the supervisor is in idle state, the current call is put on hold
and the queued call is connected.
Note: The "Allow Agent Pickup Call from Workgroup Queue" setting
in the Agent Configuration page of ACM Admin must be enabled
in order to allow AltiSupervisor to transfer calls from queue.
Transfer Call from Queue
To transfer a call from queue, click on a queued call from the list, then click
the Transfer button. This follows the target extension's RNA/busy call
handling settiings.
AltiSupervisor Manual
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