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If personal queues are enabled and configured for your account, your agents each have a personal queue. An agent's personal queue contains interactions that NewVoiceMedia Vonage Contact Center has routed to them individually, rather than to a group of agents. Depending on the configuring of your account, a caller may have specified which agent they want to handle their call.


When an inbound interaction arrives in an agent's personal queue, NewVoiceMedia  Vonage Contact Center sends a priority call notification to their browser, and the agent can answer or accept the interaction in the usual way. If enabled for your account, the agent also receives an audible notification of the call. For more information about call notifications, see Call notifications.