Idea

catrin suggested Jul 14, '15 cj-tinsley commented Feb 25, '20

Call Queue: Ability for Admin/Queue manager to log user in/out of queue

It would be helpful to allow an Admin to log an absent user out from a queue if they forgot to log out.

call queue

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William May commented Oct 6, '15

This reply was created from a merged topic originally titled Add Group/Queue owner ability to toggle Available users.

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james123456789 commented Oct 6, '15

This reply was created from a merged topic originally titled Allow Admin to set a call queue member to be unavailable to take call queue calls.... We have a small Call Center environment. We would like for an admin to be able to set a call queue member to be unavailable to take call queue calls if/when that call queue member leaves their desk and forgets to set that for themselves.

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Nick Mawji commented · Sep 19, 2019 at 08:33 PM

It's been 4 years and the developers have not been paying attention to Client needs? This is posted in Developers Forum. It is a "must have" feature.

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Jorge Reygadas commented · Sep 19, 2019 at 09:03 PM

This has been addressed directly to reps and dev. team. The advise was to post it here so then they can see how relevant and collective an issue could be in order to consider developing something.

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erik-anderson commented · Feb 11, 2020 at 10:07 PM

would be great to have this feature. I don't know of a single customer who hasn't asked for this.

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cj-tinsley commented · Feb 25, 2020 at 03:21 AM

How is this not available? I'm in the process of switching my entire company over from 8x8 and this is a feature that we used a lot A number of times an agent has forgotten to log out of the queue and as an admin I've gone into the system and disabled them. Please add this feature ASAP

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Jesus Anaya commented Oct 6, '15

We also have a small call center. For us it isn't really practical to pay for the Call Center package, when all we would really need is just one or two small features like this one. I really like the web interface, both on the admin side and the user side. So far it has met most of our needs and there isn't a whole lot more we could ask for.

I feel like this is something that could easily be implemented into the admin interface. Possible in a single update cycle. Maybe put it in the call queue menu, where you can easily see the members' availability, just add an edit status button. I don't know, I'm sure RC's devs could come up with something quickly and easily.

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angela-anastasakis commented May 24, '17

This is definitely functionality we need and seems like a most basic function for an Admin. Our workaround has been to remove members from the queue to avoid having calls attempt to reach them, but that is very manual and cumbersome. Ideally, we add this functionality right into the HUD and you can right click on a user name and log them in/out and/or set their status to DND, etc., This is truly something that would alleviate the overall administration of the users and streamline call flow.

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patrick-horan4853 commented Jun 20, '17

We are a small US based company with 17 users and I agree that this kind of functionality should be standard for any ACD/PBX solution. Considering even free PBX distros (FreePBX, PIAF just to name two) include that feature by default, I don't know why a paid service would remove access to it.

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arvin-cruz6684 commented Nov 2, '17

We also have a small call center and this feature is very helpful for Admins and Call Queue Managers.

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jena8142 commented Dec 13, '17

Was there ever any answers to this question? This function would also be helpful with our call centers.

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carrie-ann-kroft6696 commented · May 07, 2018 at 02:07 PM

Any movement on this as of yet, you have a lot of folks who would like this added.

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saadetswift16514 commented · Dec 13, 2017 at 04:10 PM

Hi Jena,

This feature is not yet available. If/when that changes, we will be sure to update this thread :)

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ndantonio8730 commented Feb 1, '18

Hi there, I'd also like to add this could be a very useful feature. We had a user go on vacation and forget to turn themselves off in the call queue. This feature would have been helpful if the call queue manager could have handled it instead of having to reset the users password and log in as them.

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carrie-ann-kroft6696 commented Feb 2, '18

I'd also like to add this would be a very useful feature. Hard to understand why this wouldn't be a basic function on the Call Center for a Manager or Super Admin and the request 1st came in 3 years ago.