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Call Queueing / ACD

An advanced feature that can be enabled for departments is ACD (Automatic Call Distributor) or Call Queueing. When there are more callers than available users for a department with queueing enabled, we will put callers on hold and route them to users in the order that they were received.

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In the desktop, we reorganized how rings are retrieved and displayed in the ring list. We also now display calls that are in progress. For customers with queueing, we added a status bar to the desktop with basic realtime queue statistics.

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You can now also see states of your coworkers in the desktop, including who they're talking to and how long they've been on the phone. Users who are administrators can check in and out their coworkers.

 

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