Call Queues

A call queue is a group in which incoming calls are automatically distributed among participating agents. You can customize a call queue to have agents regularly live in the queue (defaulted to always be in the queue), or to sign in and out when desired. This is useful for reporting and for ensuring effective customer service and minimal wait times.

Tip: If a user logs in to a call queue using an extension that exists on multiple devices, it will not log all devices (including Jive Mobility) into the call queue. For example, logging extension 101 in to a call queue on one phone does not log in 101 on any other phone. This helps avoid having to create multiple lines and assign each dedicated line to the same call queue.

Log In

  1. Dial *13.
  2. Enter the call queue extension.
  3. You will then hear "Agent Logged In".

Log Off

  1. Dial *13.
  2. Enter the call queue extension.
  3. You will then hear "Agent Logged Off".

Video Tutorial: Logging In and Out of Call Queues