Filter
Top Products
APPENDIX B. WORKING AS AN AGENT IN A CALL CENTER QUEUE B-9
To revert to placing calls as yourself, select yourself from the dropdown list.
To place calls as a queue using the telephone
Pick up your phone and press *14<queue’s extension># at a dial tone.
To switch back to calling as yourself, press
*14# at a dial tone.
Determining whom you are calling as
ViewPoint’s status bar (at the bottom of ViewPoint window) displays whether the system is
treating outbound calls from its station as being from you or from someone else.
You can also learn from whom a station is placing outbound calls by picking up the station and
pressing *0. The station information recording includes the line, “The current extension is
<Ext.> calling as <Queue>.”
Q <Ext.> is the extension of the last user who logged in at the station.
Q <Queue> is the name of the queue that outbound calls are marked as being from.
Popping up caller information ______________________________
You can use the Strata CS Contact Manager Assistant to pop up information about callers that
you have in another contact manager application. Callers must be contacts in one of the
following contact manager or customer relationship management applications:
Q Act! 3.0, 4.0, and 2000
Q Goldmine 4.0 and 5.0, and Goldmine Business Contact Manager 5.7
Q Goldmine FrontOffice 2000
Q Microsoft Outlook 98, 2000, and XP
For instructions on configuring the Strata CS Contact Manager Assistant, see its online Help.
Act! does not require the Contact Manager Assistant to pop up contact information.
Note: Your office might also use a custom screen pop application created with ViewPoint API.
If this is the case, see your Strata CS system administrator for instructions on using it.
Working remotely ________________________________________
For instructions on using Strata CS remotely, see Chapter 6.