Viewing calls that are pending in my queue(s) and picking up calls from the queue(s)

Step 2:
Select the appropriate call queue from the dropdown list.
A list of calls that are currently pending in the queue is displayed.

Step 3:
Click the appropriate call.The Contact will attempt to match the call to a contact record.

Step 4:
To pick up the call, click:

Call information is displayed in the Active Item window.

Note: You can only pick up calls from a queue if you are not currently handling a call.

If you are configured to receive calls automatically, you do not need to pick up the call from the queue.

Step 5:
To answer the call, click: