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Agents

As an agent, at the beginning of your work day you must sign in to the call centre queue and at the end of the day, sign out. If you leave your desk, set yourself as "away" and specify the away reason. When you're ready to take calls set yourself as "ready".

Log in to Call Center

  1. Log in to https://portal.hostedpbx.ie
  2. Go to Your Apps_Call Center.
  3. Click Begin Session.
  4. You are now logged into the call center, and your status defaults to "Ready".

Note

If you log in using the shortcut, your status defaults to "Away".

Login phone shortcuts

Agents or call center users can access the queue and call center easily throughout the day using feature codes. Dial the following feature codes directly from your phone.

**Action Feature Access Code Description**
**Login *20 Login to the queue**
**Ready *21 Set your status as "Ready"**
**Away *22 Set your status as "Away"**
**Logout *23 Logout of the Queue**

For example, in the morning:

  • Dial *20 to log in to the queue and *21 to go ready

  • When you leave your desk, dial *22

  • When you're back and ready to take calls, dial *21 again

  • At the end of your day, dial *23 to log out

Mark yourself as ready or away

If you leave your desk, set yourself as away. To mark yourself as away in all queues:

  1. Click the status button, then click Mark as Away.

    mark as away

  2. Select one of the preconfigured break reasons or away reasons and your status will update.

  3. Click the status again to mark yourself as ready to take calls

Log out of the call center

To exit the hosted PBX portal fully, click the icon on the top right

To log out of Call Center application only, click End Session in your queue or from your global status.

logout

Answer incoming calls

When a call is ringing, calls will display in the queue details. To view the call information for an incoming call, click the phone icon in the upper right corner to open the call details or agent workspace depending on your settings.

When you answer the call on your device, your status will automatically change to "On Call." View the call details in the agent workspace.

Put call on hold

During an active call, you can put the call on hold in your Agent Workspace.

Pause call recording

Pause/resume call recording from the agent workspace or call details drawer during ongoing call.

Pause queue

Pause queue will stop incoming calls for the agent temporarily.

When you are first assigned to a queue as an agent, you will be automatically in a "paused" state. To activate yourself in the queue, click the "Paused" button and select Activate Queue.

Note

If you are assigned to more than one queue and want to pause all the queues you are in, click Pause all queues.

Recovery mode

Agent recovery time is configured in the queue settings. If recovery time is enabled on your queue, you will have a number of seconds to make notes on the call and add disposition. The timer will countdown in the workspace.

If recovery time extension is enabled, click the refresh icon in the workspace to extend your recovery time by a predefined number of seconds.

Agent workspace

See user settings to view your workspace options. You can edit the layout of your workspace, but this will change the workspace layout for all users.

Assign dispositions

Note

You must be in the Agent Workspace view to add dispositions to the call.

Dispositions can be added during or after a call to assign a label about the type or outcome of the call. Choose from the list of preconfigured dispositions Settings.

  1. During an active call or during recovery mode.

  2. Select Disposition and choose from the dropdown list.

  3. Dispositions are saved and available in the View Summary tab of call history.

info

Call notes are not currently displayed, this will be added in a future upgrade.