User guide
10
Personal statuses (for Contact Center queue agents)
In addition to the personal statuses described above, the personal statuses shown in the following table
are available if you are an agent in one or more Contact Center queues.
ICON
STATUS
Available
(Queue Only)
Available
(Non-Queue)
On Break
DESCRIPTION
This status or the Available status makes you available to take calls. When you
select this status, the queue begins sending calls to you.
With this status, only queue calls ring your phone. Non-queue calls are sent
directly to your voicemail. To have all your calls ring your phone, make
yourself available by selecting the Available status (see the previous table).
You can also select this status by picking up the phone and pressing *51.
This status makes you unavailable at the end of your shift. When you select
this status, the queue stops sending calls to you.
With this status, non-queue calls still ring your phone. To prevent all calls
from ringing your phone, make yourself unavailable by selecting Do Not
Disturb.
You can also select this status by picking up the phone and pressing *52.
This status puts you on a break during your shift. While this status is selected,
the queue does not send calls to you.
When you take a break, be sure to use the On Break status rather than
Available (Non-Queue), which ends your shift. Using On Break when you take
a break will ensure the integrity of Contact Center statistics.
You can also select this status by picking up the phone and pressing *53.
If you are an agent in a Contact Center queue, note the following:
You can make yourself available for queue calls by selecting either Available or Available
(Queue Only).
You can make yourself unavailable for queue calls by selecting any status other than
Available (Non-Queue), Available (Queue Only), or On Break.
Selecting a personal status
You can select a personal status using ViewPoint or the phone.
Selecting a personal status in Viewpoint
Use any of the following methods to select a personal status in ViewPoint:
Click the Personal Status button on the status bar, and then select
a personal status.