Installation guide

What Contact Center agents need to know 5-4
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
Working at different phones
If you need to work at a phone other than your default station, or if you have no default station
and always work at a variety of phones, add the following steps to your routine:
1 When you first sit down at a new phone to receive calls, before marking yourself as
Available, log on and forward your calls to your current location. Otherwise, your Contact
Center performance might be logged under another agent’s name. Use either of the
following methods:
• Pick up the phone and log in by pressing
# <extension> # <password>. After about 2
seconds you will be logged in. Press
5 1 to forward calls to your current location.
• Start ViewPoint. The Select Your ViewPoint Phone dialog opens. Select the second
logon option,
Use station <x> to place and answer calls as <your name>. Check
Forward my calls to this station
.
2 After you have logged on, make yourself ready as described in “Starting your shift” on
page 5-2.
3 When you are finished using a phone, log off by either picking up the phone and pressing
*0 0, or by exiting ViewPoint.
Note: When you are logged in at a station other than your own, voice message indicators
apply to you. For example, if you hear stutter dial tone or see a message waiting light on the
phone, it means you have new voice messages.
See page B-3 for steps to resolve a potential issue that may occur when you log off via
*0 0
from a phone that is not your own.
Release 2.0 Service Pack 1
April 2011