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Chapter 19: Appendix Contact Center
If you are agent of a Contact Center and want to know what functions and buttons does your
telephone provide for this purpose, look it up. Refer to your system administrator or your
supervisor, if you need more information.
The system administrator is in charge of your telephone system, to set the Auto answer
mode for instance or to control the usability of certain features. Your supervisor is in charge
of the Contact Center, to organize the agent groups or define the job codes for instance as
well as to cut-in your calls, if you request help.
Logging into the Contact Center
You can log into the Contact Center using your personal call number and your personal
password. After logging in, you will receive Contact Center calls and furthermore your own
calls with your personal call number.
Pausing
You can switch temporarily out of the Contact Center. You need your personal password to
switch in again. Meanwhile the status information User pause enabled ... is shown in the
display.
Accepting in Auto answer mode
You can accept Contact Center calls automatically on your headset. At the end of the
conversation, the call is automatically disconnected and you can immediately get the next
Contact Center call. The status information Auto answer on ... is shown in the display. Either
you may activate or deactivate this mode during the Login dialog or it is set by your system
administrator.
Signing on to an agent group / Signing off from an agent group
Up to five agent groups can be assigned to your telephone at any time. You can sign on and
off each of these agent groups individually.
Changing your password
You can change your personal password at any time, if you have the necessary authority.
Lengthening and Canceling wrap-up time
After each Contact Center call you have a certain amount of time, called wrap-up time, to
complete on-screen data entry for instance. You can lengthen it manually (if you have the
authority) or cancel it prematurely. During this time either the status information Wrap-up time
automatic ... or Wrap-up time manually ... is shown in the display.
Entering the job code
According to how your system is set up, you can or must enter a job code for each Contact
Center call for statistical purpose. Please ask your supervisor about the defined job codes,
their length and their meaning.
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