Knowledgebase

*97 – Log In Any Queue Agent
If you are an agent in a queue and you want to take the calls from another extension, you can dial *97 from the phone terminal's key pad in order to log in to the system. You will be prompted for your agent number and password. After authentication, the system will expect to find you at the extension you logged in from.

*98Y – Disconnect Any Queue Agent
If you are an agent in a queue and you are logged in to the system from another extension, then you can logout by dialing *98Y (where Y is the short number of your agent number) from the phone terminal's key pad.

Note:
For example, if you want to log in to the system as a queue agent from another extension, 0003*002, you will have to dial *97.
To log out agent 0003*001 from extension 0003*002, you will be required to dial *98001. This is necessary because more than one agents can be logged in from a single extension.

*26Y and *28Y – Pause/Un-pause Agent Session

If you are currently logged in the system as an agent and you want to take a break without logging out of the queue, then you must dial *26 followed by your extension number, Y. This code informs the System that you are not available and that the calls should not be assigned to your extension. To return to the queue activity, you must dial *28 followed by your extension number, Y.

If you have logged in to the queue from the phone associated with your extension, you can use the shortcut *26 to pause and *28 to un-pause your session.

*999X – Supervise Queue Conversations
If you are a queue supervisor, you can start listening to the active queue conversations by dialing *999 followed by the number of the Queue extension, X.
Evoice will announce the active agent that answered a call last and start playing his conversation. To listen to the next available call, you must dial *. 

*998X - Whisper to Agents

As a queue supervisor, you can whisper to the registered agents involved in a call by dialing *998 followed by the number of the Queue extension, X. You will be connected to the active agent that answered a call last. To whisper to the next available agent, you must dial *.

Note:
For example, if you are logged in to the 0003*001 queue as a supervisor and you want to whisper something to the agent(s) involved in conversation(s), then you will have to dial *998001.

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