Documentation Index
Fetch the complete documentation index at: https://portaldocs.peartelco.app/llms.txt
Use this file to discover all available pages before exploring further.
Overview
The Queues page shows every call queue on your system: who’s in each queue, whether they’re logged in, and today’s call stats. From here you can log members in and out, pause them, and add or remove members.
Any user with access to the portal can use this page. You don’t need a special role to manage queue memberships.
What you can see
Each queue row shows:
| Column | What it shows |
|---|
| Queue Name | The name and number of the queue |
| Status | Whether the queue is Active or Inactive |
| Members | How many members are logged in out of the total (e.g. 4/7) |
| Today’s Stats | Calls received, answered, abandoned, and average wait time for today |
Member types
Each member in a queue has a Type badge showing how they were added:
| Type | What it means |
|---|
| Static | Permanently set up in the phone system. Always a member. Cannot be logged in or out from the portal. |
| Dynamic | Set up in the phone system but can be logged in and out from the portal or from the phone. |
| Realtime | Added via the portal using Add Member. Can be logged in/out and removed from the queue. |
Member status
Each member row shows a status badge:
- Logged In: the extension is active and will receive calls from this queue
- Logged Out: the extension is a member but not currently taking queue calls
- Paused: logged in but temporarily not receiving calls from this queue
Actions on a member
| Action | Who it applies to | What it does |
|---|
| Login | Dynamic, Realtime | Logs the extension into the queue so they receive calls |
| Logout | Dynamic, Realtime | Logs the extension out so they stop receiving queue calls |
| Pause | All types (when logged in) | Temporarily stops queue calls going to this extension |
| Resume | All types (when paused) | Resumes queue calls to this extension |
| Remove | Realtime only | Permanently removes the member from the queue |
Static members cannot be logged in or out from the portal. Their membership is managed directly in the phone system. Log a support call with Pear to make changes to static members.
Adding a member to a queue
- Find the queue you want to add someone to.
- Click Add Member on the right side of the queue row.
- Search for and select the extension.
- The member is added as a Realtime type and will appear in the list.
Today’s stats explained
| Stat | What it means |
|---|
| Calls | Total calls that entered this queue today |
| Answered | Calls answered by a queue member |
| Abandoned | Callers who hung up before being answered |
| Avg Wait | Average time callers waited before being answered |
Frequently asked questions
What’s the difference between Dynamic and Realtime members?
Dynamic members are set up in the phone system. They can be logged in/out but not removed from the portal. Realtime members are ones you’ve added through the portal using Add Member. These can also be fully removed.
Can I log someone in or out if they’re a Static member?
No. Static members are permanently set up in the phone system and can’t be changed from the portal. Log a support call with Pear if you need to change a static membership.
The Abandoned count is high. What should I do?
A high abandoned count usually means callers aren’t being answered quickly enough. Check that enough members are logged in and not paused. You can also review detailed call history on the Call History page.
