---
title: Pick Call App
slug: contact-center/pick-call-app
docTags: 
createdAt: 2025-11-20T06:31:49.699Z
---

Use visual queue selection to answer high-priority calls instantly

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![](https://app.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/E3l52FMQbUE4bpFc5YKU0-20251120-094257.png)

##

:::::Tabs
::::Tab{title="Description"}
## What is this App?

The **Pick Call App** is a side-panel widget that visualizes the voice queue. Instead of blindly waiting for the next call, agents and supervisors can see exactly who is waiting.

It displays a list of ringing calls with key details:

- **Customer:** Name or Phone Number.
- **Queue:** The Campaign or Queue name the caller is in.
- **Duration:** How long the customer has been waiting.
- **Priority:** The priority level assigned to the call.

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## Why Use This App?

Standard ACD (Automatic Call Distribution) routes calls based on "First-In, First-Out." However, business needs often require flexibility. This app solves:

- **VIP Handling:** Identify high-value clients in the queue and answer them immediately, regardless of their wait time.
- **Urgency Management:** Allow supervisors to "cherry-pick" critical cases that need immediate resolution.
- **Queue Visibility:** Gives agents context on the queue load before they even take a call.



## Who is this App for?

This app is for Agent and Supervisor user role. 



## Impact & Key Benefits

- **For Agents:** Empowerment to manage their workflow and assist specific customers they may have a prior relationship with.
- **For Supervisors:** Ability to intervene and clear bottlenecks by picking difficult or long-waiting calls manually.
- **For Business:** Improved SLA for high-priority customers by bypassing standard routing rules.



## Prerequisites

Before installing, please ensure you meet the following requirements:

- Access to the Ameyo contact center system and IT administrator role.
- The Ameyo App Installer (App Manager in Admin panel) must be set up and configured first. See [App Manager](docId:9neB8hyrrdfsYqZbz7NGg) documentation.

:::hint{type="info"}
**Note: This app is only for Executive (agent) user role and Not for Professional (agent) user role.**
:::



## Summary

The **Pick Call App** transforms queue management from passive to active. By allowing agents and supervisors to visualize wait times and priorities, it enables "cherry-picking" strategies that ensure VIPs and critical issues are addressed instantly, bypassing standard routing delays.
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:::Tab{title="How to Install and Configure"}
## Installation and Setup

1. **Download **the app from the link given above. (File format- .aaex)
2. **Upload** the App in the Ameyo admin panel. Follow the steps given below:

- Log in as an Administrator.
- Navigate to **App Manager** (App Configuration in System tab).
- Upload the .aaex file downloaded from the link given above.
- Wait for upload completion and then configure the slot mapping as follows:

* [ ] **Role:** Agent, **Slot/Location:** Workbench Sidebar 
* [ ] **Role:** Supervisor (logged in workbench), **Slot/Location:** Workbench Sidebar



3. Select the processes in which you want to enable this app (app visibility) and install the app.

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4. **Verify Installation:** Log in as a Agent, Supervisor (workbench) and check if the app is available under their defined slots/location on their respective interface.



## Usage Instructions

1. **Open the App:** Log in as an Agent or Supervisor. Locate the Pick Call icon in the **Right Side Panel (Workbench sidebar)**
2. **View Queue:** The app will display a real-time list of all calls currently ringing in the queues you are assigned to.
3. **Search & Filter:** Use the search bar to find a specific customer number or filter by specific Queues (Campaigns).
4. **Pick a Call:** Click the box Icon next to the specific customer you want to talk to. The call will immediately connect to your extension.

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## Support and Troubleshooting

- Validate slot mappings match your Ameyo version and roles.
- Check user privileges and role assignments for app access.
- For issues with real-time data or display, check service status and review logs.
- Contact Ameyo support with detailed error descriptions if problem persis
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