TPx Support Center

With the Queued Calls pane, you can manage and monitor calls in up to five call center queues.

Select Call Centers to Manage

1. In the Queued Calls pane, click Options  and select Edit Queue Favorite Dialog. The Edit Queue Favorites window opens.
2. Select the check boxes for the call centers you want to monitor.
3. For each call center you choose to monitor, set the total number of calls to display. If a call center is a Premium call center, you can set the number of calls to display in each priority bucket; the total number of calls across all priority buckets cannot exceed 50.
4. Click Save. The selected call centers appear in your Queued Calls pane.

View Calls in a Queue

In the Queued Calls pane, click the Expand  button for that queue.

Answer a Call in a Queue

1. In the Queued Calls pane, click on the call to expand it, then click RETRIEVE for that call.
2. The call appears in the Call Console and you treat it like any other call.

Change the Position of a Call in a Queue

1. In the Queued Calls pane, click the call and click REORDER.
2. In the drop-down box that appears, select the new position in the queue.
3. The call is placed at the new position.

Transfer a Queued Call to an Ad Hoc Number

1. Select the call in the Queued Calls pane.
2. In the Dialer, enter the destination number and click Transfer.
3. The call is transferred and removed from the queue.

Transfer a Queued Call to Another Queue

1. Select the call in the Queued Calls pane.
2. In the Contacts pane, expand the Queues panel. Click the target queue and click TXR for that queue.
3. The call is transferred and removed from the original queue.

Transfer a Queued Call to the Top of the Queue

You can only transfer a call to the top of the highest priority bucket (bucket with priority “0”).  The target queue must have at least two calls.

1. In the Queued Calls pane, click the target call to expand it.
2. Click REORDER and select Send to Front from the list that appears.

Promote a Call in the Queue

In Premium call centers, a priority is attached to an incoming call based on the number the caller dialed.  You can manually promote calls from a lower priority bucket to a higher priority bucket.  A promoted call ends up as the last call in the higher priority bucket with a wait time of zero seconds.

1. In the Queued Calls pane, select the call to promote and click PROMOTE.
2. The queued call is promoted to the end of the next highest priority bucket.

Group or Ungroup Queued Calls by Priority Bucket

1. In the Queued Calls pane, click Options .
2. Select Group, and then select or deselect Group by priority.  This action applies to all monitored call centers.

Sort Queued Calls

Queued calls can be ordered according to their total waiting time or their waiting time in the current priority bucket.

1. In the Queued Calls pane, click Options .
2. Select Sort and then the ordering option you want.  This action applies to all monitored call centers.