Call Queues

Call queues hold callers until an agent is free — common for support and sales. This guide is for agents. Supervisors monitoring live metrics should also read Contact Center.

Not a queue agent?

Skip this page if you never log into a queue. Reception may still transfer callers into a queue without being an agent.

How queues work for callers

Caller reaches the queue (DID, IVR, or transfer).
They hear hold music and optional position announcements.
When you are available, the call is offered to you.

Before your shift

Test headset / phone audio.
Know your queue name and any login code.
Open CRM / ticket tools.
Sign in to the user portal if you change status there.

Log in

From the phone

Press Queue or dial the login code IT provided.
Confirm you hear “logged in” (or equivalent).

From the portal / Contact Center

Open agent status or Contact Center.
Set status to Available.

You must be available to receive queued calls.

Answer

Phone rings or Softphone notifies you.
Answer within your team’s target time.
Use your greeting script.
Display may show queue name and caller ID.

During and after the call

Explain holds; keep them short.
Use attended transfer to specialists when possible.
Complete wrap-up / notes before the next offer if your queue uses wrap-up time.

Statuses

Status	When to use
Available	Ready for calls
On Break / Pause	Short break or training
Logged Out	End of shift / lunch away from desk
Receiving / On a Call	System states while handling

Log out when you leave

Forgotten Available status makes callers wait for an empty desk. Set Break or Logged Out before you walk away.

Missed and abandoned callers

Your team may return abandoned calls from reports or Call history. Follow your callback procedure.

Troubleshooting

Problem	What to try
No queue calls	Confirm Available; correct queue; not on Break
Wrong queue	Log out and into the right queue
Cannot log in	Ask supervisor (permissions / licence)
Poor audio	See Making calls troubleshooting

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