Claim a Contact From a Switchboard Queue

A contact entering a switchboard queue that you are monitoring may be accompanied by an audible notification. For each contact, you will see their basic call details and their status (for example, ‘call back’ for a contact that opted out of the queue).

Note: the maximum number of contacts displayed in a queue can be restricted by administrators.

1. Double-click a contact or click the adjacent Assist button to claim it. Alternatively, click the Assist Next button to claim the queue’s longest waiting contact automatically. The contact moves to your Personal Waiting Area from where they are routed to you immediately. A voice contact will cause your phone to ring; a text-based contact’s message displays in a DTA panel.

Note: for an incoming Twitter message, you may be allowed to preview the message before claiming it. Click the Preview button to do this.

Note: if you do not answer a claimed voice contact, it will drop back to the queue it was claimed from after a timeout (configured by your administrator). Any switchboard operator monitoring that queue may then subsequently claim the contact.

2. Claim further contacts if desired. They too will be moved to the Personal Waiting Area and be routed to you when you are next available.

Note: you cannot claim further contacts whilst handling a text-based interaction.

3. Handle the contact using DTA’s call and message-handling functions as appropriate. See Perform call-handling functions.