User Manual
Queues
Queue buttons have some particularities. Besides the queue name, they will show the list of members or agents for that queue, with a little icon representing the member state, and also the list of calls waiting on the queue with their call counter and timer, as depicted below:
They also can be used to filter out extension buttons. When a queue button is selected, only the extensions that are part of the queue will be displayed. This is particulary useful for call center managers, as you can focus on a particular queue activity, removing the 'noise' from other queues/extensions.
The state icon for the queue members might be:
= ready
= busy
= unavailable / invalid
= paused.
FOP2 will also monitor agent or device names, and rename extension buttons accordingly.
Pickup queued calls
From FOP version 2.10 you can click on a call waiting on the queue to display the pickup submenu. If your extension is allowed to pickup calls you can click on the action and the waiting call will be redirected directly to your extension:
