As a Call Center Supervisor or Office Manager, picking up or transferring calls from a call queue can be done in the Call Center Tab of the Manager Portal.

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.

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.

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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 (Steps 5 - 8) or Transfer Call (Steps 9 - 12)

5. To answer the call, select Pick up call

6. 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

7. Select Pick Up

8. To transfer the call to another extension, select Transfer call

9. By default, Agents in this queue will be selected option for transferring. There are three options: Agents in this queue, All Agents, and Coworkers

10. Agents in this queue will only find matches for agents that are a part of the call queue the call is being transferred from

11. All Agents will find matches for any agents in any call queue

12. Coworkers will match any extension in your system

13. Once the extension is entered, select Transfer