Installation guide

Defining agents for a queue 2-28
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Using remote agents
If you have Contact Center agents who work primarily at a remote phone (for example, from
their home or cell phone, or from a SIP phone), you should assign each of them a mobile
extension. If they mostly work on a internal office station but occasionally work from home,
you should assign them an internal station but make sure they use the “Imitate a station” feature
and turn on call forwarding while working at home.
See the Wave ISM Release Notes for instructions on assigning mobile extensions to users, and
the Wave ViewPoint User Guide for more about using a remote phone with Wave.
Using roaming agents, or hot-desking
If your Contact Center agents frequently move from desk to desk, or take calls at whatever
internal phone happens to be nearest, you can set up your Contact Center to ensure the accuracy
of statistics and reports, as follows:
• Give all agents a station ID of 0.
• For each desk, create a placeholder user with the station ID of the desk’s phone. Name the
user after the desk, for example, “Cube 101” or “Desk 5.”
• Tell agents to add the following steps to their routine for beginning and ending their
shifts. Following these steps ensures that Wave correctly displays and reports on agent
activity no matter what phones they use.
• When agents first sit down at a new phone to receive calls, before they mark
themselves as ready, they should log in and forward their calls to their current
location. They can use either of the following methods:
• To use the phone commands, pick up the phone and log in by pressing
#
<extension> # <password> #
. Once logged in, press 5 1 to forward calls to
their current location.
• To use ViewPoint, start ViewPoint. The Select Station dialog appears. Select
the second login option,
Use station <x> to place and answer calls as <name>.
Check
Forward my calls to this station.
• When agents are finished using a phone, log out from it. This ensures that
subsequent calls from that phone are not added to the agent’s record. To log out
from a phone, either pick up the phone and press
*0 0, or choose the ViewPoint
command
File > Exit and Log Off.
For more information, see “Working at different phones” on page 5-4.
Release 2.0 Service Pack 1
April 2011