Multiple attendants, shared call-waiting queues

In large organizations, in-bound calls traffic can be so important that it exceeds the capacity of a single person and needs to be distributed amongst several attendants. IPTrade attendant console provides this capability by the mean of shared call-waiting queues.

Shared call-waiting queues offer the capabilities below

(1)Shared queues can be bound by configuration to several consoles and can display in real-time an overview of the call activity and the state of the queue to all attendants connected to the queue ;

(2)Any attendant can pick-up a pending call and handle it as the situation requires i.e. answer the call, dispatch it, terminate it or push it back in the queue ;

This section discusses how IT & voice administrators must proceed to create a shared call-waiting queue.