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B-2
Whether this chapter applies to you _________________________
This chapter provides instructions for working as an agent in a Strata CS call center. Whether or
not this chapter applies to you depends on the Strata CS call distribution method that your office
uses, as follows:
Q Use this chapter if you are an agent in a Strata CS call center queue that was set up using
separately licensed call center agent licenses.
Q Do not use this chapter if you are an agent in a Strata CS ACD workgroup that was set
up by using an ACD workgroup user and a routing list that sends calls to agents who are
members of a workgroup. If you are an agent in an ACD workgroup, see
Appendix D,
“Working as an Agent in an ACD Workgroup.”
For complete information about setting up and running a Strata CS call center, see the Strata CS
Call Center Administrator Guide.
Starting and ending your shift, and taking breaks ______________
Important: Do not use this section if you are disallowed from changing your own personal
status. In that case, a supervisor will control your workflow. Talk to your queue manager or
administrator about how to work in the queue.
As a call center agent, you control your workday by changing your personal status. At the
beginning of your shift, you make yourself ready. At the end of your shift, you make yourself
unavailable. While you are ready, you receive calls from all queues for which you are signed in.
When you make yourself unavailable, queues stop sending calls to you.
Note: If you have to temporarily leave your phone during your shift, choose Strata CS’s On
Break personal status.
The following sections describe which personal statuses to use to make yourself ready and
unavailable. For instructions on changing your personal status, see Chapter 9.
Starting your shift
To begin receiving queue calls, make yourself ready by doing either of the following:
Q Using your telephone keypad, press either of the following at a dial tone:
Q *50. This selects the Available personal status.
Q *51. This selects the Available (Queue Only) personal status.
Q In ViewPoint, select either of the following personal statuses:
Q Available. You receive personal calls (calls to your extension) and queue calls.
Q Available (Queue Only). You receive only queue calls. Personal calls are sent
directly to your voicemail.
If you will be making outgoing calls from the queue, see “Placing calls from a queue” on
page B-8.