Add or Remove Call Queue Members on the BT Cloud Work Portal

Add Call queue members

If you need to increase the limit of the number of agents that can be added to the call queue group, please contact Support.

NOTE: Limit increase will only work if there are no agents or members in the queue with more than 2 enabled phones in their extension's Call Handling and Forwarding rule. Members with more than 2 enabled phones in their extension's call handling and forwarding rules can't be added to a call queue group with more than 10 members.

Add Call queue members as a Call Queue Manger 

1. Log in to the BT Cloud Work portal
2. Go to Settings > Call Handling & Members
3. Under Business Hours, click Add call queue member
4. Select the members who need to be in the Call queue group, then click Done
5. Click Save

Add Call queue members as an Administrator

1. Log in to the BT Cloud Work portal
2. Navigate to Phone system > Groups > Call queues
3. Click the name of the Call Queue group where the members need to be added.
4. Click Call Handling & Members.
5. Under Business Hours, click Add Call Queue Member.
6. Select the members that need to be in the Call Queue group by ticking the boxes beside their names.
7. Click Done.
8. Click Save.

Remove Call queue members

Remove Call queue members as a Call Queue Manager

1. Log in to the BT Cloud Work portal 
2. Go to Settings > Call Handling & Members. 
3. Click Delete across the member/s that need/s to be deleted. Click Save.

Remove Call queue members as an Administrator

1. Log in to the BT Cloud Work portal
2. Click Group(s) under Phone system.
3. Click the name of the Call Queue group where the members need to be deleted.
4. Click Delete across the member/s that need/s to be deleted. Click Save.

NOTE: You can use an existing Call Queue to handle calls when there's an increase in your Call Queue's call volume by using the Overflow Call Queue feature. See Set Up Overflow Call Queues On BT Cloud Work for more information.