CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-5
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
n To log on using the telephone: Pick up the phone and dial # <your
extension> # <your password> #
.
3. After you have logged on, sign in as described in “Signing in” on
page 17-3.
Receiving and handling queue calls ______________________
You can receive and handle queue calls by using either the telephone commands
or the Client. When the queue sends a call to you, your phone rings and the call
appears in the Client’s Call Monitor view.
To answer a call, do either of the following:
n Pick up the phone. Note that the call announcing settings for your own
account do not apply to queue calls. When you answer a queue call, you
are connected directly with the caller. For information about call
announcing, see “Call announcing” on page 4-2.
n Click the incoming call in the Call Monitor and choose Actions > Take
Call
. If your phone is on-hook, it rings to connect you to the call.
Note: If you do not answer an incoming queue call that rings your phone, the
queue forwards the call to the next available agent.
After you are connected to a queue call, you can use any Strata CS call-handling
features such as transfer, park, mute, and so forth. For instructions on handling
calls by using the phone, see Chapter 4. For instructions on handling calls by
using the Call Monitor, see Chapter 10.
Using the Call Monitor tabs
When you are an agent in a call center queue, your Call Monitor view displays the
following tabs:
n A tab that shows the queue’s calls, with the name of the queue on it
Note: You must have permission to see the queue tab. If you do not see
it, see your Strata CS system administrator.
