Place a Call to an Agent

From the Call Center Console, you can reach any agent in one of your queues without knowing or dialing their number. The Queue Panel gives you a one-click shortcut to start the call straight from the agent’s tile, which is useful when you need to check in with an agent or hand a caller to a specific person fast.

Call an agent from the Queue Panel

1. Open the Cloud Voice App (web or desktop version) and go to Call Center Console > Queue Panel.
2. In the Agent panel, move your pointer over the tile of the agent you want to reach.
3. Double-click the agent’s avatar (the small profile picture on the tile).

Cloud Voice dials the agent, and a call window opens so you can manage the call (mute, hold, or hang up) from there.

Note

The Call Center Console and its Queue Panel are available in both the web and desktop versions of the Cloud Voice App. The Queue Panel is a live view of your queues and the agents assigned to them, so the tiles you see are the agents you can call.

Tip

Double-clicking the avatar is the quickest way to reach an agent: you do not need to know their extension or type any number. Hover over a tile first if you want to confirm you have the right agent before you connect.