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charlesb123's avatar
charlesb123
Friendly Neighbour
8 months ago

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...
charlesb123's avatar
charlesb123
Friendly Neighbour
8 months ago

How can I activate this update, or enable the option? Thanks in advance for your time!

TELUS_Support's avatar
TELUS_Support
Icon for Official Support Team rankOfficial Support Team
8 months ago

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.

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