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Enabling Operator Mode in Queues


Support Hub Flows Routing Queues › Enabling Operator Mode in Queues
Last Updated: 04/10/2020

To setup Operator Mode you will first need to setup a Queue and select and save a routing rule

 

Enabling operator mode allows the queue to route multiple phone calls to the same agent using a softphone. You still have control over how many concurrent calls route to the same agent via agent routing rules.

Toggle Operator Mode to On

Next scroll down to Agent Routing Rules 

 

Select the agents you would like to assign and save changes

 

Next Select Select “Edit Agent Routing Rules

 

Next Select the Agent you wish to make the person in “Operator Mode”

 

In section Weight-Based Routing add a weight factor of “0” (Zero) for unlimited calls or select another value.  You are able to choose the amount of calls they can receive  at one time by setting other values.  If you have multiple operators you will want to add another agent to the queue and assign weights accordingly.


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