Claim a Switchboard Queue Entrant

An entry into one of your switchboard queues may be signalled by an audible notification. For each entrant, you will see their basic call details and their status (for example, ‘call back’ for an entrant who opted out of the queue).

Note: the maximum number of entrants displayed in a queue can be restricted by administrators.

1. In a queue panel, claim an entrant by clicking their Assist button (or by double-clicking the entrant). Alternatively, click the Assist Next button to claim the queue’s longest waiting entrant automatically. The entrant moves to your Personal Waiting Area from where they are routed to you immediately. An entrant to a voice queue will cause your phone to ring while a text communication will be displayed in a panel.

Note: for an incoming X (formerly known as Twitter) message, you may be allowed to preview the message before claiming it. Click the Preview button to do this.

Note: if you do not answer an entrant who you claimed from a voice queue, they will drop back to that queue after a timeout duration configured by your administrator. Any switchboard operator monitoring that queue may then claim that entrant.

2. Claim further entrants as required.

Note: you cannot claim an entrant while handling a text-based communication.

3. Handle the contact using the DTA call-handling and text-handling functions as appropriate.