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Agent's Guide for 1.0

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Queue Configuration

For any queue in JIRA Service Desk, a Service Desk administrator can add the "Phone Queue" button to the queue by:

 
Click on the Edit Queue buttonAdd Phone Queue custom field

 

Handling a call from the queue

Once added the field will present one of 4 options to the agent on a per issue basis:

Call customer

If a customer has defined a call back phone number and there currently is not a call in progress with the customer, the agent can call the customer back.

Join call

If there currently is a call with the customer and another agent, the agent can join the call.

Answer call

If the customer is currently in the phone queue (ie. they just called in an reported an issue) the agent can answer the call

None

If a customer has not specified a phone number or there is no call in progress, then the field is empty.

 

Handling a call from the 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 failed to to convert to a JIRA Issue (such as custom field configuration etc), it will be visible here.

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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