Active Call Center
Find a call-center queue and open its live agent and caller activity.
In the CRM: Voice Features → Phone System → Status → Active Call Center
Start with the queue that answers the campaign
Active Call Center lists the call-center queues configured for your account. Choose a queue to review the advisers answering it and the callers being handled.
This is useful when separate teams answer sales, service or particular advertising numbers. You can move directly to the queue you want to supervise.
Open a queue’s activity
- Open Voice Features → Phone System → Status → Active Call Center.
- Search by queue name or description if you have several queues. Choose Search.
- Review the Queue Name, Extension, Strategy and Description.
- Select the queue name to open its Call Center Queue Activity view.
- Use Reset to clear a search and return to the full queue list.
Understand the setup behind the list
The Extension is the internal destination used for that queue. Strategy describes how the queue offers calls to its agents, such as ringing everyone or choosing the longest-idle adviser.
Create or change a queue in Applications → Call Centers. Add the agents and their queue assignments there, then connect the advertised business number to the intended route.
The activity view shows agent availability and call handling, along with waiting, trying and answered activity. Use Status → Agent Status when you need to change an agent’s availability.
Use it when enquiries increase
When a campaign attracts more calls, open its answering queue to see the workload. Check availability before assigning additional staff and review the waiting or timeout arrangement if enquiries are not being answered quickly.
After the conversation, the adviser can book an appointment and send the agreed information using an SMS template. Review missed calls for any customers still needing a response.