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.
