---
title: Queues
slug: voice-german/Di7c-queues
docTags: 
createdAt: 2024-03-13T21:53:31.083Z
---

## Logging in and out of call queues

You log in and out in your Microsoft Teams App (Settings / Calls)

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/queue-login.png)

Once you logged in or out, the queue information is visible within CTI Data Connector SoftPhone after around 1 minute.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/queue-list.png)

The queues where you are** logged in **are marked with the icon :FontAwesome[]{icon="fa-solid fa-people-group"}

An overview, which user is logged in queues can be found in [Features of the Live Agent status Dashboard](docId\:Q8S3BEWt6i582pyxUwb3T)- column *Logged in Queues*

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/liveagentdashboard-queueloggedin.png)

**Incoming calls to direct extension**

If an agent answers a call from a queue, he can still receive calls to the direct extension.

## Member in several queues

In case an agent is a member in several queues and

•the agent is available

•multiple callers are waiting in several queues

the agent will get **several calls signaled** to select a call in the most important queue. After accepting a call, his presence state will be 🔴 *In a Call,* and he will no longer receive calls from other queues.

## Select outbound phone number

In the CTI Data Connector SoftPhone you get a list with all queues you are member of and the available **outbound** phone numbers for these queues. Each queue can have multiple phone numbers. When you hover over a queue number, you will see the queue name and the resource account name, which typically gives additional information if you have more numbers per queue.

![](https://helpserver.biz/onlinehelp/cdc/sf/5.0/help2000/images/queue-info-salesforce.png)

## Available numbers for outbound calls

:FontAwesome[]{icon="fa-solid fa-person"}will use for outbound calls either the main office number or your direct extension number (depends on the configuration. See [Display outgoing phone number](docId\:ivI7C1lG7K-y_T04ZzuEN))

:FontAwesome[]{icon="fa-solid fa-people-group"}  is a queue where you are logged in and it will use the displayed queue phone number 

Note: You can always make outbound calls with a queue number even if you are not logged into a queue.

## Reject a call

You can reject a call with the red :FontAwesome[]{icon="fa-solid fa-phone"} button in the CTI Data Connector SoftPhone or in the Microsoft Teams App. The call is signaled to the next available user in the call queue. In case it is a queue with **one single** user, it will **instantly **apply the setting When call times out.

If all users in a queue reject the call, it will **instantly **apply the setting When call times out.

In case user A transfers the call to user B, and user B rejects the call, then the call does **not** go back to the queue. The call answering rules from agent B are used.

## Transfer a call

If user A transfers the call to user B, the queue name is missing in the CTI Data Connector SoftPhone.