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Barracuda Phone System

Monitoring and Managing Call Queues

  • Last updated on

Monitoring Queues

You can view the status of all queues in the system on the Switchboard > Queue Monitor page. Each queue displays within a colored box based on the current status:

  • Gray – A gray box Indicates the queue has not reached the warning threshold of too many callers waiting or callers waiting too long.
  • Orange – An orange box indicates the queue is in warning status.
  • Red – A red box indicates the queue has reached critical status.

All queues defined in the system are available on the Extension Guide. To view the Extension Guide, go to the Configuration > Phones page, and click Open a printable extension guide.

Managing Queues

Manage queue status and view all queues in the system on the Switchboard > Queue Manager page. You can change the status of queues and agents by clicking on the queue status, and selecting from the available options:

  • Available
  • Offline
  • Lunch
  • Meeting
  • Training
  • Break

Each queue agent displays in a colored box based on its current status:

  • Blue indicates agent is available to service calls.

  • Gray indicates agent is offline and unavailable to service calls.

  • Beige indicates agent is temporarily unavailable based on the status set in the Monitoring and Managing Agents page.

  • Orange indicates the agent has been in the current state longer than the warning threshold time as defined in the Wait Time Warning Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)
  • Red indicates the agent has recently missed a call or has been in the current state for longer than the critical threshold time as defined in the Wait Time Critical Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)

Modify Inbound Call Queue

Add, remove, or modify inbound call queues on the Extensions > Inbound Call Queues page. For more information, refer to Setting Up Inbound Call Queues.

Number of Agents

On both the Queue Monitor and Queue Manager pages, the numbers in the upper-right corner of each queue box represent the number of agents available to take a call and the total number of active agents assigned to the queue. For example, 2/5 means that there are 5 total agents, with 3 agents on calls and 2 agents idle and available for calls.

 

 

Last updated on