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Agent and supervisor features
21
Agent and supervisor features
This section describes login features that are common to the Call Center
agent and supervisor. Depending on your system configuration, choose
from the following methods of logging in and out:
• “Logging in without Agent ID (for basic ACD)” on page 21
• “Logging in with Agent ID (for Basic ACD or Contact Center
Manager)” on page 21
• “Logging in using Multiple Queue Assignments (for Basic ACD)” on
page 23
• “Logging out” on page 26
Logging in without Agent ID (for basic ACD)
If your ACD configuration does not rely on Agent ID, which is often the
case if you do not share your phone with another person, use the
following procedure to log in to an Automatic Call Distribution (ACD)
queue.
Logging in with Agent ID (for Basic
ACD or Contact Center Manager)
If your ACD configuration uses Agent ID, which is often the case if you
share your phone with another person, use the following procedure to log
in to an Automatic Call Distribution (ACD) queue. If an Agent ID is
CAUTION
When logged on, you are placed into the queue for
incoming calls. If you are unavailable or away from your
phone, activate Make Set Busy or Not Ready to prevent
callers from being directed to your phone.
8. Press the Make Set Busy key.
MakeSetBsy