• Queue Chairman - User appointed by Super Admin to monitor and manage an assigned queue extension
via Switchboard. The Queue Chairman can log into the UCM user portal with his extension number and
assigned user password. To access the Switchboard, click on “Value-added Features” in the side menu and
click on “Call Queue”. In the image below, User 1012 is the Queue Chairman appointed to manage Queue
Extension 6500 and can see all the agents of the queue in the Switchboard.
• Queue Agent - User appointed by Super Admin to be a member of a queue extension. A queue agent can
log into the UCM user portal with his extension number and assigned user password. To access the
Switchboard, click on “Value-added Features” in the side menu and click on “Call Queue”. However, a queue
agent can view and manage only his own calls and statistics, but not other agents’ in the queue extension.
In the image below, User 1007 is a queue agent and can see only his own information in the Switchboard.
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