Chapter 6 Monitoring Queued Calls
6-36 CallConnector Operator
Call Queue Overview
The CallConnector Operator Call Queue window displays the call queues that have been
configured for the operators. There are two basic types of CallConnector call queues – Incoming
Call Queues and Monitored Call Queues. The Incoming Call Queues displays the new, incoming
calls that are ringing at the attendant’s phone. The Monitored Call Queues are calls that have
been processed by the operator and are waiting for some external event. These are calls that the
operator has put on hold, or park or has transferred.
The Call Queue window supports the following features:
Multiple Queues The system administrator can configure multiple incoming
call queues for the CallConnector operators. These are in
addition to the pre-defined Held, Parked and Transferred call
queues.
Customized Queue For each queue, the administrator can specify the priority
Properties level, timeout values, greeting text and the busy/unavailable
routing.
Customizable View Operators can customize the information fields to hide or
display and change the position and size of the fields in the
Call Queues window.
Progress Bar Display A progress bar displays the duration of the calls in the
queues. Icons change to indicate timed-out condition.
Next Call The longest waiting highest priority call can be answered
from the incoming call queues by a single button or key
press.
Answer Specific Call The operator can answer a specific call from the list of calls
in the call queues.
Recall Parked, The recall feature pickups and connects to the highest
Transferred Calls priority longest waiting timed-out call from the Parked and
Transferred queues.
Busy and Unavailable The operator queue directory numbers are logged in or
Routing forwarded based on the attendant’s availability status.
Drag and Drop Allows the operator to drag and drop calls to answer or
transfer.
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