Monitoring and Controlling Queue Calls with the Queue Widget
iSymphony can display all calls waiting in a queue, and allow you to transfer calls to and from a queue.
Viewing Queue Calls
The main area of the queue calls list is composed of a table listing all calls currently waiting in the queue. The following information is available for each call:
- Position: The position indicates what position the caller is in the queue. Lower positions are closer to being answered.
- Caller ID: The name and number provided by the caller ID of the caller.
- Duration: The length of time that the call has been waiting in the queue.
Customizing the Visible Columns
Like other tables in iSymphony, you can customize the columns visible in the queue calls table. To do so:
- Move your cursor over one of the column headers. A down-facing triangle will appear on the right side of the last column header.
- Click on this triangle. A menu will appear indicating which columns are available, with dots next to the visible columns. Simply click on one of the column names in that menu to toggle visibility.
Repeat these steps for additional columns.
Rearranging the Columns
Like other tables in iSymphony, you can rearrange the order of the visible columns. To do so, simply click and drag on one of the column headers, and drop it where you would like it.
Filtering the Visible Calls
By entering text into the search box in the top right corner of the queue calls list, you can filter the calls visible in the list. This text will be compared against the Caller ID column for filtering.
Transferring Calls into a Queue
You can transfer a call from anywhere else in the panel as described in Transferring a Call. Simply drag the call and drop it anywhere into the queue calls list to transfer it into the queue.
Transferring Calls out of a Queue
You can transfer a call from a queue to anywhere else in the panel as described in Transferring a Call. Simply drag the call from the queue calls list and drop it on a valid target in the rest of the panel.