question

Paul Farah avatar image
Paul Farah asked mary-community-moderator commented

Call Queue Query

I have a RC Call Queue Query. Are you able to tell me the difference between Member Status and Queue Status?

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Each morning the queue manager would login and enable the queue status for those onsite and taking calls. I thought that the agents could toggle this themselves using the “Accept call queue calls” option?

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When they do toggle this option off it then updates the portal and turns off member status off. Is that correct?


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The call queue manager wants the agents to be able to log in and out of the queue themselves, instead of her doing it each morning.


Thanks

call queues
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1 Answer

mary-community-moderator avatar image
mary-community-moderator answered mary-community-moderator commented

Hello Paul,


That's correct. The status of the member will be unavailable when they turn off " Do not accept call queue calls".

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Paul Farah avatar image Paul Farah commented ·

Thanks Mary,

You would think that the toggle for queue status will be off when you turn off " Do not accept call queue calls".


Then what is the difference between Member Status and Queue Status?

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Tim Smith avatar image Tim Smith commented ·

Hi,

Member Status - for all queues - i.e. member has set "accept queue calls" on

Queue Status - for each call.. i.e. member could be member of multiple queues - but they can control status in each individual queue - i.e. take Sales calls, but not Support.

Cheers,

Tim.

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mary-community-moderator avatar image mary-community-moderator ♦♦ Tim Smith commented ·

Thanks Tim!

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