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 button | Add 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.