Guide
When the agent hands the call to a person
A queue, operators with skills, and an assistant that knows when to hand the call over.
20 minutes 5 steps
A call that moves from the assistant to a person, with context, and a supervisor who can listen in.
- A published assistant attached to a number.
- At least one user in the organization who will be an operator.
- A view on what “the assistant is out of road” means for you.
Make the skills before the queue
Skills are plain attributes — a language, a product, a level of access. Make them first, because both the queue and the operators pick them from an existing list.
Contact Center → Skills → Create
Create the queue
The form has five tabs. The default strategy is FIFO, but there are nine, including skill-based routing and language matching. Set the overflow behaviour straight away: where the call goes if nobody answers within the maximum wait. A queue with no fallback destination is a queue somebody stays in.
Telephony → Queues → Create → Basics · Routing · Skills · Overflow · Announcements
Add operators
An operator is an existing user plus routing: priority, how many calls at once, how long it rings before it counts as unanswered, how long wrap-up takes. Auto-pause after missed calls is set to three, which is exactly what you want when somebody leaves a browser open.
Contact Center → Operators → Create → Identity · Routing · Languages · Skills
Tell the assistant where to hand over
The assistant has a transfer tab with a list of destinations. Pick the type — number, SIP, queue or another assistant — and the mode: direct, consultative, or handing to another assistant. The destination field is free text, so type the queue identifier exactly.
Assistant → Transfer → Type: Queue · Destination (free text) · Mode · Transfer message
Look at what the operator sees
The operator panel carries the live transcript, a summary with intent and sentiment, the reason for the handover, and what the assistant already tried. The operator goes on shift, accepts or rejects the offer, and at the end records the outcome and goes available. Supervisors get listen, whisper and barge on the live calls page, each behind its own permission.
Operator panel: /operator · Supervisor: Contact Center → Live calls
How to tell it worked
- A test call reaches the queue and shows up as an offer on the operator screen.
- After it is accepted the call carries operator.connected and, at the end, operator.wrap_up.
- The wallboard shows the call for as long as it is in progress.
What does not work yet
Every guide has this section. If it were missing, it would mean we had not looked hard enough.
- The transfer destination field is free text, not a picker of real queues. Get the identifier wrong and you find out on the first transfer.
- Hold is not available yet on the browser phone; the interface tells you to use a transfer instead.
- The paths that depend on FreeSWITCH — supervisor audio, transfers, ring-group dialling, voicemail recording — are written and tested but have moved no real audio in this build.