Knowledgebase: Hosted PBX > Call Queues
Manage Queues by User
Posted by Marlon Sibrian, Last modified by Daniel Diaz on 21 June 2023 11:26 AM

This article explains how clients are now able to view agents in a queue as users, instead of by their devices.

In the past, only devices could be added to queues, which can lead to cluttering up the UI with multiples of the same user. If a user is logged into three devices, these will all appear in the queue, duplicating the user's name three times in the list. This also throws off the count of who is present. Depending on how the queue is used, this can lead to confusion.

By updating to a User based method, you will get a true count of people in the queue, as well as clean up the user list for a clearer view of what is going on. Also, the user's answering rules will be honored and will ring the active devices and offnet numbers that are listed in them.

Note: If you have hotdesking devices in a queue, we recommend adding the agent user to the queue, and removing the hotdesk device, as well as not using the Convert Agents feature to move from device to user.


A new drop-down will appear in the Edit Agents in queue window called Add Agent By. You can navigate to this by going to Call Queues > Edit Agents > Add Agent. This is where you select either a user-based, or Device based queue (labeled Phone in the UI).

Manage Queues by User

Now when you open a queue the devices present will be now denoted by a phone icon, and the users by a person icon. 

When a device is present and the User functionality is on, a button will appear on the bottom called Convert Agents.


Selecting this button will convert all agent devices to the user-based method instead. Agents with multiple devices will only appear once, the agent count will be correct, etc...

As you can see in the example, the one device is now switched to the user. Also, as there are no longer devices present, the Convert Agents button is removed:

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