Join or leave queues and ring groups in the Webphone

In the Webphone, Services › Call controls lets you choose which queues and ring groups send you calls. You can also take a single call from a queue you’ve left, and switch call flow controls between their two routes.

Before you start

• Your PBX administrator adds you to each Queue, Queue callback or Ring group. The Webphone only lists the ones you belong to.
• If you see your queues but no switches, your administrator has turned on Disable the controls for queue and ring group membership in your User settings. Ask them to change your membership.
• Call flow controls only appear if you have access to them. The administrator gives access with All Webphone users have access to this object, or by adding you under Users.

Join or leave a queue or ring group

1. Open Services, then Call controls.
2. Under Queue membership and Ring group membership, turn the switch next to each one:
   • On: you get its calls.
   • Off: you stop getting its calls.
3. Click Apply changes.

The Webphone applies your changes for you, so no one needs to click Apply configuration in the PBX. Leaving one queue doesn’t affect your other queues or ring groups, or calls made to you directly.

Caution

If every member of a queue leaves it, is offline or has Do Not Disturb on, new calls can follow the queue’s All users offline or on DND mode path. Check with your administrator before everyone leaves a queue at once.

Take one call from a queue you’ve left

Each queue shows how many calls are waiting, for example 2 calls waiting to be answered. A queue callback shows how many people are waiting for a callback instead.

When your switch for a queue is off, the queue shows Accept a call. Click it to take one waiting call without rejoining the queue. While you wait for it, the queue shows Awaiting once-off call.

Accept a call is greyed out when no calls are waiting.

Switch a call flow control

1. Open Services › Call controls.
2. Under Call flow controls, choose Active or Passive for the control.
3. Click Apply changes.

Calls then follow the path for the state you chose. See Call flow control for what each state does in your call flow.

Open Call controls by default

The Services tab can open on Call controls, Call parking or Voicemail. To choose, go to Settings › Defaults › Default ‘Services’ tab page. If you have unread voicemail, Services opens on Voicemail instead.

On the mobile app

The Webphone mobile app has the same call controls on its Services tab.

Check it works

Ask a colleague to call the queue or ring group. With your switch on, the call should reach you. With it off, it shouldn’t.

Next steps

• Answer a colleague’s call in the Webphone
• Webphone device management
• Queue