help • 7 Queue extension • Queue extension options • Members
7.5.3 Members
In the Members section the members of the queue are shown and can be selected. The Selected members column shows the user extensions selected as members of the queue. The Available members column shows the extensions that can be added to the queue.
Only user extensions and forward extensions can be a member of a queue. With forward extensions, calls from the queue can be routed to external destinations (public phone numbers). Once the configuration is saved, the queue will start offering calls to the extensions in the Selected members column.
Adding members
Members can be added by clicking on + or via drag and drop. The Add all option will add all extensions in the Available members column to the Selected members column.
Removing members
Members can be removed from the queue by clicking on -. The Remove all option will clear the Selected members column.
Ordering of members
In the Selected members column, use drag and drop to change the position of a member in the queue. The members are ranked from top to bottom and the member on top has the highest rank. This ranking is used in the sequential order strategies to determine the agent order when calls are offered to available agents, see also 7.5.7 Strategy.
When an agent logs out of the queue, their ranking position is saved to ensure that the next time they log in, they are in the same position in the queue as before.
Agents who log out of the queue will still be listed in the queue member list in Operator. The Active/Inactive status in front of the queue member indicates whether an agent is logged in or out of the queue.
In the queue, an agent can have one of the following statuses:
Status
Explanation
Active
The agent is logged into the queue and calls are offerd to the agent when the agent is available.
Inactive
The agent is not logged into the queue and calls are not offered to the agent. The agent retains keep their ranking position in the queue.
Manual login by dialling 903
Users can also manually log into the queue by dialling the system extension 903 from their phone and will then be automatically added as member to the Selected members column.
Manual logout by dialling 904
Users can also manually logout from the queue by dialling the system extension 904 from their phone and will then be automatically removed from he queue.
Log in/out from REACH and Enreach Contact Desktop
Agents can also log in and out of queues from the REACH app and Enreach Contact Desktop. Fore more information, see https://desktop.coligo.com/help/en/.