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CHAPTER 9. USING PERSONAL STATUSES 9-5
Notes for call center agents:
Q You can make yourself available by selecting either Available or
Available
(Queue Only).
Q You can make yourself unavailable by selecting any status other than Available,
Available
(Queue Only), or On Break.
Selecting a personal status ________________________________
This section explains how to select a personal status using ViewPoint or the phone.
Selecting a personal status in ViewPoint
Use any of the following methods to select a personal status in ViewPoint:
Q Click the Personal Status button on the status bar, and then choose a personal status.
Q Choose Tools > Personal Status and then choose a personal status.
Q In the Personal Statuses folder, select a personal status and then choose Actions > Set
as Active
.
You can configure a personal status so that it prompts you to change its settings whenever you
select it. Doing this makes it easier for you to change your call forwarding or greeting each time
that you select that personal status. For example, you may want to specify a different forwarding
number every time you select the “Out of the Office” personal status. For more information, see
“Personal status and your active settings” on page 9-9.
On Break This status puts you on a break during your
shift. While this status is selected, the queue
does not send calls to you. When you take a
break, be sure to use the On Break status
rather than Available (Non-Queue), which
ends your shift. Using On Break when you
take a break will ensure the integrity of call
center statistics.
You can also select this status by picking up
the phone and pressing *53.
Icon Status Description