Open the agent

Change the agent state to AUTO IN.

Place inbound calls to make queue busy

1. Open Chrome, go to the demo page at this link https://primas.cx/omnicx/demo.html
2. Click on Contact Us > Web Call
3. A dialer dialog appears, click on the Call button to make a phone call, press 1 to go to the Billing queue.
4. When the call is delivered to the agent, the agent picks up the phone.

• Open another web browser, repeat the steps above to make another call.

Offer FreedomQ

1. When the queue threshold is over 1 minute, make a phone call to 714.274.7421 using your phone, the system will offer FreedomQ.
2. When you hear FreedomQ prompt, follow the prompts to accept FQ.
3. In the Web Application, navigate to Dashboard > FreedomQ Dashboard to watch the callback token.

Auto callback

1. Agent hangs up the first phone call, the second call will be delivered to the agent.
2. The system will auto callback the callback token because it is its turn.

Missed call

1. If the system callback the phone number, don't answer the phone call.
2. The system will record the call result as a "missed call" and will try to re-attempt.

Voluntary callback

1. When the system callback the phone number, you don't answer the phone call.
2. From the phone that registered the FreedomQ callback, make a phone call to number 714.274.7421, the system will recognize the missed call and transfer the call to a priority queue.