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

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

The queues where you are logged in are marked with the icon 

An overview, which user is logged in queues can be found in Features of the Live Agent status Dashboard- column Logged in Queues

Incoming calls to direct extension

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

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.

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.

will use for outbound calls either the main office number or your direct extension number (depends on the configuration. See Display outgoing phone number)

 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.

You can reject a call with the red  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.

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