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APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-7
Having your calls recorded
The queue may be configured to record some or all of your queue calls. You receive no
indication that a call is being recorded. The queue may be configured to place call recordings in
your Inbox as new voice messages.
Your non-queue calls will not be recorded unless the Strata CS system has been configured to
record all calls.
Using the Call Monitor tabs
When you are an agent in a call center queue, your Call Monitor folder displays the following
tabs:
Q A tab that shows the queue’s calls, with the name of the queue on it. If the tab name
appears with an asterisk, it means that you are signed out from that queue.
Note: You must have permission to see this tab. If you do not see it, see your Strata CS
system administrator.
Q The My Phone tab, which shows all the calls that are being handled by your phone,
including any queue calls you have taken.
Q The All tab, which shows all your queue and personal calls together.
If you are an agent in multiple queues, the Call Monitor displays a tab for each queue.
Click the My Phone tab or a queue tab to view only the calls for that tab. Click the All tab to
view all calls at once.
Note: Your Call Monitor folder may display other tabs than the ones described in this section.
See
Chapter 11 for a full description of the Call Monitor.