Forum Discussion
Business cloud connect
Hi, we are using Business Connect Enhanced solution. We have 4 different queues. Is there a way to see the Live numbers of call in a call queue, to see if a call queue is over used and has too much c...
TELUS_Support
Official Support Team
Official Support TeamI see, that could be a glitch or they could have removed the other settings! Did the rest of the answer assist with your problem?
It does help, but we cannot see if there is any calls in the call queue.
For example, on my personal line, when I am on the phone, I see when another person is trying to call me, I can decide to either accept the call and put on hold my current call, or dont answer.
With Business Connect, we dont see whenever we have a new call coming in. Is there a way we can have this information?
- TELUS_Support
After taking a look, here is what I found:
Call Queue Monitoring:
- Real-time queue dashboard shows waiting callers
- Displays number of calls in queue
- Shows wait times for each caller
- Indicates total number of active calls
Agent View Features:
- Call notification pop-ups for waiting calls
- Visual indicator of queue status
- Ability to see caller information before answering
- Queue position information
However, if you are not seeing the option available, it may indicate there needs to be an update done. Or it could just not be enabled for the while.
How can I activate this update, or enable the option? Thanks in advance for your time!
- TELUS_Support
Okay, after looking, Ive seen this: Here's how to enable queue monitoring features:
Admin Portal Setup:
- Log into Business Connect Admin Portal
- Go to "Phone System"
- Select "User Groups & Call Queues"
- Choose the queue you want to monitor
- Enable "Queue Monitoring" permissions
User Permission Settings:
- Go to "Users" section
- Select agents who need monitoring access
- Under "Roles", ensure they have either:
- Supervisor role
- Queue Manager role
- Call Monitor permissions
Desktop App Settings:
- Open Business Connect desktop app
- Go to "Settings"
- Select "Calls"
- Enable "Call Queue Notifications"
If you don't see these options, contact your TELUS Business Representative or call 1-844-888-4440 as your service plan may need adjustment to access these features.
