Call Center Actions

How to use your device or messaging client in a call center

As an agent in a call center queue, you have certain functions that you can perform using your desktop phone or messaging soft client.

Within a call center, normal procedures apply, and you can find these here. For call center specific functions, see below:

Sign in / Sign out

On the device:

• Press the ASIGNIN softkey (may need to press NEXT) to sign in to take calls in all of the call queues to which you are an agent
• Press the ASIGNOUT softkey (may need to press NEXT) to no longer appear in call queues.

On the messenger client:

• Go to the Preferences section, then the Services drop-down
• Select Queue availability (Sign-In, Available, Unavailable, Wrap-up, Sign-Out)

Set Availability Status

On the device:

• Press the UNAVAILABLE softkey (you may need to press NEXT) to make yourself unable to take calls temporarily 
• Press the AVAILABLE softkey (you may need to press NEXT) to make yourself able to take calls again

On the messenger client:

• Go to the Preferences section, then the Services drop-down
• Select the Queue of which you are a member
• Select In or Out from the drop-down menu