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Usage: Phone Interaction

Article ID: 97
Last updated: 10 Jan, 2017

Agents can use their phoneset to login logout the queues they are working for, simply making a phone call to QME. The QME service includes a simple automatic responder to switch between login/logout status when it is called by a valid agent extension.

Queue specific login/logout

To login/logout a specific queue, the agent must dial the login/logout phone number for that queue, configured by the administrator in the queue configuration WEB page. When calling such number, the agent status will be switched in or out in "toggle" mode. An integrated voice response will play a message stating the agent new status.
Two additional numbers are available, obtained appending a zero (direct logout) and a one (direct login) to the queue login number. These numbers allow to login/logout without the toggle mechanism. For example, supposing 811 is the login phone number for the queue, those two numbers will be:

  • Direct login: 8111
  • Direct logout: 8110

Login and logout with a button

If the IP phone model and the PBX allow such configuration, The agents can configure a speed dial on their phoneset to compose those numbers very quickly, eventually reserving one key for login and one key for logout. One key is enough in case the toggle mechanism is used.
In the sample image below, a speed dial has been configured to login/logout the Help Desk queue (in toggle mode).

Global login/logout

To login/logout all queues simultaneously, the agent must dial the global login/logout phone number for that queue, configured by the administrator in the global system settings WEB page. When calling such number the agent status will be switched in "toggle" mode, and the service will play to the agent the new login/logout status.
Two additional numbers are available, obtained appending a zero (direct logout) and a one (direct login) to the global login number. These numbers allow to login/logout without the toggle mechanism. For example, supposing 900 is the global login phone number, those two numbers will be:

  • Direct login: 9000
  • Direct logout: 9001

Note: the login/logout interactive services can be used only by the agents lines. If calling from a phone with another extension, the system will refuse the call because the agent cannot be identified.

Note: all login/logout phone numbers (toggle or direct) must be reachable by agents through a route defined in the PBX.

Article ID: 97
Last updated: 10 Jan, 2017
Revision: 1
Views: 559
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