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Video Calls is subject to limited availability.
The purpose of this guide is to explain how system administrators can assign Agents to a video call queue. A video call queue is simply a group of Agents that are grouped together for the common purpose - answering video calls. Please note that video calls need to be enabled on your account for a video call queue to appear in your Queue List.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be logged into CallPotential's web version as an administrator to complete these steps.
Access
(A) Settings - Click to access your list of available system settings.
(B) Contact Center Configuration - Clicking this provides you access to various Contact Center settings.
(C) Voice & Video Calls - If video calls have been enabled on your account this will read "Voice & Video Calls". If video calls have not been enabled, it will read "Voice Calls." Note: The configurations and settings (information down to but not including Callbacks) in this section also apply to video calls.
(D) Queues - The Configure Contact Center tab will open by default. Click to access your Queue List.
Select the Video Call Queue
(E) Video Calls - When video calls are enabled on your account, the system automatically creates a queue called "Video Calls". This queue is the exclusive video calls queue. Refer to (G) on how to change the queue's name. Note: There can only be one video call queue per account.
(F) Edit - To change the queue name, add or remove Agents from the queue and adjust the queue priority, click the corresponding editing pencil to open the Edit Queue window.
Edit the Video Call Queue
(G) Queue Title - The system automatically creates the name, Video Calls. Click inside the window to change the name. After clicking (J) Save, this name will appear in your Queue List.
(H) Select Agent(s) - Click the downward-facing arrow to open the Agent list. You'll be able to select all, multiple or just one Agent for this queue. You'll also be able to remove any current members of this queue.
(I) Queue Priority - The higher number (99) represents a higher priority than a lower numbered (1) priority. Setting priority levels is useful if your organization has both sales and service queues allowing you to answer a higher priority call before a lower priority call. Note: The system will default to making Video Calls the highest priority. This can be adjusted.
(J) Save - This becomes enabled once you've made all your edits. Click to save the changes you've made to the video call queue.
