Queue Agents can use star codes to sign in and out of queues from any registered Sync device or the browser app dialpad. Administrators and Supervisors can also use monitoring codes to join, whisper, or silently monitor live queue calls.
Agent sign-in & sign-out
Dial these codes from any registered Sync device or the browser app dialpad.
| Action | Feature code | Description |
|---|---|---|
| Sign out of all queues | *45 | Signs you out of every queue you are assigned to. |
| Sign in to all queues | *46 | Signs you in to every queue you are assigned to. |
| Sign out of one specific queue | *455<queue extension> | Signs you out of a single queue using the queue extension. |
| Sign in to one specific queue | *466<queue extension> | Signs you in to a single queue using the queue extension. |
Example: If your Support Queue uses extension 234, dial *455234 to sign out of that queue only.
Queue monitoring codes
Administrators and Supervisors can monitor agent calls in real time using barge, whisper, and monitor codes. In the table below, replace <user-extension> with the agent’s extension number.
| Action | Feature code | Description |
|---|---|---|
| Barge | *997<user-extension> | Joins the agent’s live call. Both the agent and caller can hear you. |
| Whisper | *998<user-extension> | Allows you to speak to the agent without the caller hearing you. |
| Monitor | *999<user-extension> | Allows you to listen to the call silently without being detected. |
Tips and troubleshooting
Review these tips for common behaviours, limitations, and quick troubleshooting steps.
- Queue Agents must have the required permissions to sign in and out of queues.
- Supervisors must have the Queue Supervisor license to use monitoring codes.
- Queue-specific codes only work when the correct queue extension is entered.
- Star codes can be dialed from any registered Sync device or the browser app dialpad.
- If a code does not work, confirm the queue extension and assigned permissions with an Administrator.