The Queues tab shows the BCM queues to which the BCM agent is currently logged on (in the above example the agent is logged in to all queues). The BCM Administrator is able to limit the queues to which any agent has access. An agent can click the relevant tick box against any of the queues displayed - this enables them to select the queues from which they can take calls BCM Configuration - ticking into your queues The correct configuration for queue log in for BCM users showing various scenarios; ITEAM on telephony duty – Set your status to iTeam Hunt’ so you don’t receive calls to your individual BCM extension whilst on SSV lines ‘divert Remember always ensure at least one person is logged into the queue e.g. during lunch switchovers otherwise – customers waiting will be kicked out of the queue. ITEAM ALL WORKING BACK OFFICE - As A Hunt group (all phones call at once) – All back office for iTeam should be logged on as follows: Select Hunt iTeam (1), then in queue list’ (2), then group mode for queue’ (3) ‘show ‘hunt Select (serving in this picture) this will not make you ready for CRM/SSV calls as you aren’t in those ‘ready’ – queues. Your status (top left) should always be iTeam hunt’ ‘divert (If you are expecting a direct call from a School etc. and are at your desk you can set your status to ‘default’ to receive the call. Once finished you should reset to iTeam hunt’). ‘divert Set your ring tone in BCM>tools>settings>phone>audio Ringing tone (queues) - tick as below to allow – ‘continuous’ you to hear the call coming through Set ring tone to Delta then click apply – Back office - As A queue (will call one at a time) Most functional teams use this method but we will give an iTeam example: Select Hunt iTeam Your status (top left) should always be iTeam hunt’ ‘divert
The Queues tab shows the BCM queues to which the BCM agent is currently logged on (in the above example the agent is logged in to all queues). The BCM Administrator is able to limit the queues to which any agent has access. An agent can click the relevant tick box against any of the queues displayed - this enables them to select the queues from which they can take calls BCM Configuration - ticking into your queues The correct configuration for queue log in for BCM users showing various scenarios; ITEAM – on telephony duty Set your status to ‘divert iTeam Hunt’ so you don’t receive calls to your individual BCM extension whilst on SSV lines Remember – always ensure at least one person is logged into the queue e.g. during lunch switchovers otherwise customers waiting will be kicked out of the queue. ITEAM – ALL WORKING BACK OFFICE - As A Hunt group (all phones call at once) All back office for iTeam should be logged on as follows: Select Hunt iTeam (1), then ‘show in queue list’ (2), then ‘hunt group mode for queue’ (3) Select ‘ready’ (serving in this picture) – this will not make you ready for CRM/SSV calls as you aren’t in those queues. Your status (top left) should always be ‘divert iTeam hunt’ (If you are expecting a direct call from a School etc. and are at your desk you can set your status to ‘default’ to receive the call. Once finished you should reset to ‘divert iTeam hunt’). Set your ring tone in BCM>tools>settings>phone>audio – Ringing tone (queues) - tick ‘continuous’ as below to allow you to hear the call coming through Set ring tone to Delta – then click apply Back office - As A queue (will call one at a time) Most functional teams use this method but we will give an iTeam example: Select Hunt iTeam Your status (top left) should always be ‘divert iTeam hunt’
iTeamLoggingonBCM_CRM.docx