CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-3
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
n On call. Whether an agent is currently active in a queue. Agents can be
members of a queue but not currently on call, in which case the queue does
not forward calls to them. Supervisors or system administrators determine
whether an agent is on call for a queue.
Signing in, signing out, and taking breaks__________________
You sign in to begin your shift as a call center agent, and you sign out when you
are done. When you sign in, you begin receiving calls from all queues for which
you are on call. When you sign out, queues stop sending calls to you.
If you have to leave your phone during your shift, choose Strata CS’s On Break
personal status.
You can sign in and out and take breaks either by using the telephone commands
or by changing your personal status in the Client. For instructions on changing
your personal status, see “Selecting a personal status” on page 8-6.
Note: To see whether you are on call for a given queue, open the Extensions view
in the Client and click the tab for that queue. If your name is on the list, you are on
call for that queue. Talk to your supervisor or system administrator if you want to
change which queues you are on call with.
Signing in
To sign in, do either of the following:
n Pick up your phone and press *51.
n In the Client, select the personal status Available (Queue Only).
When you sign in by using one of these methods, you receive queue calls only.
Non-queue calls are sent directly to your voice mail without ringing your phone.
To have all your calls ring your phone, sign in by choosing the
Available personal
status.
Signing out
Important: Sign out at the end of your shift only. To take a break during your
shift, use the On Break personal status to ensure the integrity of call center
statistics. See the next section, “Taking a break.”
To sign out, do either of the following:
n Pick up your phone and press *52.
n In the Client, select the personal status Available (Non-Queue).
Important: If you have used the *14 command to mark your outbound calls as
being from the queue, you must pick up the phone and press *14# to mark your
