Manage Your Status in Queues on the Cloud Voice App (Mobile)

If you answer calls for one or more queues, you can control your own availability directly from the Cloud Voice App on your phone. This page covers how to sign in to and out of your queues and how to temporarily stop or resume incoming queue calls, either for every queue at once or for a single queue.

A queue is a waiting line for incoming calls that the system shares out among a group of agents. How much control you have over your own membership depends on which type of agent you are.

Note

There are two kinds of queue agent:

• Static agent: permanently assigned to the queue by your administrator. You are always a member and cannot log yourself in or out. You can still pause and unpause.
• Dynamic agent: assigned to the queue but able to log yourself in and out to join or leave it, and to pause and unpause.

If you are not sure which type you are, ask your system administrator.

Requirements

Confirm your Cloud Voice App is up to date before you begin:

• iOS: version 5.12.4 or later
• Android: version 5.12.3 or later

Open the Agent Status page

Every action below starts from the same place. In the top-left corner of the app, tap the agent status icon () next to your account name. The Agent Status page opens, where you can adjust your availability for all of your queues together or for one queue at a time.

After making a change on this page, tap Done in the top-right corner to apply it.

Many of these actions can also be triggered with a feature code. A feature code is a short string you dial (for example *77) that tells the phone system to perform an action instead of placing a call. This is handy when you are already on your desk phone or away from the app screen.

Note

Feature codes are configured by your system administrator, so the exact values differ from one account to the next. The codes shown in the examples below are illustrative only. Check with your administrator for the real codes before you rely on them, as dialing a code that is not set up simply does nothing.

Log in to a queue

Logging in tells the queue to start routing calls to you.

Note

Only dynamic agents can log in and out. Static agents are permanently assigned to their queues.

Log in to all queues

From the app

1. Open the Agent Status page.
2. Under Switch All Queues Status To, tap Log In.
3. Tap Done.

With a feature code

1. Ask your administrator for the Log In to All Queues feature code.
2. Dial it. For example, if the code is *77, dial *77 to sign in to every queue you belong to.

Log in to your last queues

If you only want to return to the queues you were previously signed in to, you can do so in one step instead of selecting each queue by hand.

Tip

This is the quickest way to pick up where you left off at the end of your last shift, because it restores exactly the set of queues you were signed in to before, without you re-selecting each one.

From the app

1. Open the Agent Status page.
2. Under Switch All Queues Status To, tap Log in to Last Queues.
3. Tap Done.

With a feature code

1. Ask your administrator for the Log in to Last Queues feature code.
2. Dial it. For example, if the code is *78, dial *78 to rejoin the queues you were last signed in to.

Log in to a specific queue

From the app

1. Open the Agent Status page.
2. Tap the queue you want, then tap Log In.
3. Tap Done.

With a feature code

1. Ask your administrator for the Log in/Log out feature code.
2. Dial the code followed by the queue extension (the queue’s number, such as 6400). For example, if the code is *7, dial *76400 to sign in to queue 6400.

Log out of a queue

Logging out stops the queue from sending new calls to you.

Note

Only dynamic agents can log in and out. Static agents cannot be logged out of their queues.

Log out of all queues

From the app

1. Open the Agent Status page.
2. Under Switch All Queues Status To, tap Log Out.
3. Tap Done.

With a feature code

1. Ask your administrator for the Log Out of All Queues feature code.
2. Dial it. For example, if the code is *077, dial *077 to sign out of every queue you belong to.

Log out of a specific queue

From the app

1. Open the Agent Status page.
2. Tap the queue you want, then tap Log out.
3. Tap Done.

With a feature code

1. Ask your administrator for the Log in/Log out feature code.
2. Dial the code followed by the queue extension. For example, if the code is *7, dial *76400 to sign out of queue 6400.

Pause queue calls

Pausing keeps you signed in but tells the queue to skip you while you are unavailable, for example on a break or in a meeting. No queue calls are routed to you until you resume. Both static and dynamic agents can pause.

Caution

Pausing is not the same as logging out. You stay a member of the queue, but you will not receive any queue calls until you unpause. If you forget to tap Resume when you are ready again, you will keep missing calls.

Pause all queues

1. Open the Agent Status page.
2. Under Switch Status To, tap Pause.
3. (Optional) Under Pause Reason, choose a reason.
4. Tap Done.

Pause a specific queue

From the app

1. Open the Agent Status page.
2. Tap the queue you want, then tap Pause.
3. (Optional) Under Pause Reason, choose a reason.
4. Tap Done.

With a feature code

1. Ask your administrator for the Pause/Unpause feature code and, if you want to record a reason, the Pause Reason feature codes.
2. Dial the pause code followed by the queue extension. For example, if the Pause/Unpause code is *07, to pause queue 6400:
   • Dial *076400 to pause without a reason.
   • Dial *076400 followed by a pause-reason code to pause with a reason, such as *076400*03.

Unpause queue calls

Unpausing returns you to active rotation so the queue resumes routing calls to you. Both static and dynamic agents can unpause.

Unpause all queues

1. Open the Agent Status page.
2. Under Switch Status To, tap Resume.
3. Tap Done.

Unpause a specific queue

From the app

1. Open the Agent Status page.
2. Tap the queue you want, then tap Resume.
3. Tap Done.

With a feature code

1. Ask your administrator for the Pause/Unpause feature code.
2. Dial the code followed by the queue extension. For example, if the code is *07, dial *076400 to resume queue 6400.