Viewing Queues; Pick Up Calls From Queue - Altigen AltiAgent Manual

For altiware acc release 5.2 and altiware acm release 5.2

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Viewing Queues

Click the Queue tab to view the calls in queue for the monitored

workgroups. The call data includes the Caller ID and caller name, if

available, as well as the amount of time the call has been in the workgroup

queue and its priority queue time.

Most of the data is self-explanatory, but you might note the following:

• Queue Time represents the total time a call has been waiting in queue.

• Priority Queue Time represents the amount of time that a call has been

waiting at a specific priority level. Priority queue time will be reset to

0 when the call's priority is promoted to a higher level.

To pick up a call from a workgroup queue, click on the queued call and

click the Pickup button. If the agent is connected to a caller, the current call

will be put on hold and the queued call is connected.

Note: This feature must first be enabled by the system administrator.

54 AltiAgent Manual

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Altiagent 5.2