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This article assumes you are logged into the Manager Portal as a Call Center Supervisor, Site Manager, or Office Manager.
If you do not know your login name or password, please click here or contact CallHarbor Support.
Please note that calls picked up or transferred using the following methods may not show in the queue stats or agent stats in the Call Center Reports.
Access Callers Waiting in Call Queue
Access Callers Waiting in Call Queue
1. Select the Call Center tab
2. A list of call queues will be displayed, locate the call queue and select the Callers Waiting
3. This will open the 'Callers in [Call Queue Name]' popup, displaying all current callers waiting
4. On the call that should be picked up or transferred, select the phone icon. This will show a dropdown with two choices: Pick up Call or Transfer Call.
Picking up the call will send the call to a device registered with your extension. Transferring the call will allow you to select the extension that should receive the call.
Pick Up Call
1. To answer the call on one of your registered devices, select Pick up call
2. The devices registered to your extension will show in the drop-down, select the device that you want to use to pick up the call
Web Softphone - the web softphone must actively be opened on the computer to properly receive the call
Desk Phone - the desk phone will show as the Model of the phone, for example Yealink SIP-T54W
Mobile App - the mobile app will be displayed as either Acrobits SIPIS or CallHarborUC
3. Select Pick Up
4. The call will ring to the device selected.
Transfer Call
1. To transfer the call to another extension, select Transfer call
2. By default, Agents in this queue will be selected option for transferring. There are three options: Agents in this queue, All Agents, and Coworkers
Agents in this queue will only find matches for agents that are a part of the call queue from which the call is being transferred.
All Agents will find matches for any agents in any call queue. If an extension is not a part of a call queue, the extension will not show.
Coworkers will match any extension in your system
3. Once the extension is entered, select Transfer
