Queue Configuration
For any queue in JIRA Service Desk, a Service Desk administrator can add the "Phone Queue" button to the queue by:
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| Click on the Edit Queue button | Add Phone Queue custom field |
Handling a call from the
queueOnce added the field will present one of 4 options to the agent on a per issue basis:
Call customerQueue
The Queue lists one row for each pending issue. Once the Phone Number field has been added, the agent will see 4 possible options for each issue.
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| Phone Queue | Description |
|---|
| Call Customer | If a customer has defined a call back phone number and there currently is not a call in progress with the customer, this allows the agent |
| to call the customer back. |
| Join |
| a call is currently in progress with the customer and another agent, |
| this allows another agent |
| Is the customer is currently in the phone queue ( |
| and are waiting for the next available agent), this allows an agent to answer the call. |
None
If a | <None> | The Phone Queue field will be empty is the customer has not specified a phone number |
| in their user profile and there is no call in progress |
Handling a call from the
JIRA Jira Issue
In addition to the JIRA Service Desk queue, the agent can also use the same options from the JIRA Issue where the options are presented on the right panel.
Call Log
The Call Log will show the calls in the last 30 days for this particular service desk project. If a call the Jira service desk queue, the Phone Queue information is available on the Jira Issue.
Once a caller has provided their voice responses to text fields, the transcription of those fields will take a few minutes. While that is happening, the agent will see "Transcription is in progress" messages for each field awaiting transcription and can listed directly to the attached audio recording(s). If the caller has been placed into the phone queue, the agent can answer the call by clicking Answer call as shown below.
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Once the transcription has finished, the text field values will be updated. If the customer is no longer in the phone queue and has provided a callback number, the agent can click Call customer now to call the customer.
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After answering, joining or initiating a call, the agent will see a popup that allows them to disconnect, mute their microphone, and review recent issues opened by the caller.
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Using the Call Log
The new Call Log screen shows the calls made to the current service desk project in the last 30 days. It includes calls that successfully resulted in a Jira issue being created, as well as calls that failed to to convert to a
In particular the call log will show:
- the (1) time of the call
- Which number the caller called (2)
- From which number the caller called (3)
- Who the caller is (4)
- Any resulting JIRA Issue (5)
- If there was an error when trying to create the JIRA Issue (6)
- The parameters that were submitted
- The status of the call (was a JIRA Issue able to be created).
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The Call Log screen shows:
| Field | Description |
|---|
| Time | Indicates when the call was received |
| Called | Indicates the CallCenter phone number to which the call was placed |
| From | Indicates the phone number from which the caller placed the call |
| Who | Indicates the caller's full name, as found in their user profile |
| Issue | The Summary of the Jira issue created. This will show "Transcription is in progress" until the transcription has been completed. You can click the Issue value to view the Jira issue. |
| Message | This shows the text of an error that was encountered while the system tried to create the Jira issue |
| Parameters | The field values which the caller supplied |
| Status | The status of the call. This will show a check mark if the issue was able to be created. |
Troubleshooting
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| _Troubleshooting |
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| _Troubleshooting |
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