Set up Queue Managers

A queue is a holding line where inbound callers wait for the next available agent. Once the call center service is enabled on the system, you can promote any extension to queue manager for a given queue. A queue manager oversees the queue but does not have to be one of its agents, so you are free to assign the role to supervisors or team leads who never take queue calls themselves.

Note

The queue manager is a role you grant per queue, not a system-wide setting. An extension can manage one queue, several queues, or none at all, and being a manager is independent of whether that extension is also an agent taking calls in the queue.

Assign managers to a queue

1. Sign in to the Cloud Voice management portal and go to Call Features > Queue, then open the queue you want to edit.

2. Select the Members tab.

3. Under Queue Managers, choose who manages the queue:

   • To grant the role, move the extensions you want from the Available list into the Selected list.
   • To remove the role, move the extensions back from the Selected list into the Available list.

   Tip

   Because a manager does not need to be a queue agent, this is where you assign supervisors, team leads, or floor managers who monitor activity but do not answer queue calls. You can select more than one extension, so a queue can have several managers.

4. Select Save, then Apply to put the change into effect.

   Caution

   A change is not live until you click Apply. If you only click Save and navigate away, the new list of managers is stored but not yet in effect on the queue.