As an agent, you have to manage your status. At the beginning of your work day, you must sign in to the call centre queue and at the end of the day, you must sign out of queue. If you leave your desk you can set yourself as "away" and when you're ready to take calls you can set yourself as "ready".
Logging in to call center app
- Log in to https://portal.hostedpbx.ie
- Go to Your Apps_Call Center.
- Click Begin Session at the top right of your screen.
You are now logged into the call center, and your status defaults to "Away".
Marking yourself ready to receive calls
- Check your status and click the "Away" button.
Select "Mark all as ready".
3.our status is updated to "Ready" for all queues that you are assigned to. Your status is also indicated by colour changes from red to green.
Marking yourself as away
If you leave your desk, you can set yourself as away. To mark yourself as away in all queues:
Click the status button, then click Mark All as Away.
After you click Mark All as Away, a "New Break Detected" popup displays.
- Enter your break reason from the dropdown menu.
Wrapping up a call
When you are ending a call, you can select from a list of reasons to appropriately record why your session is ended.
- After you replace the handset, a "New Wrap Up Detected" popup displays.
- Select the "Wrapup reason" from the dropdown.
- Enter a description of the call resolution.
Logging out of the call center
- Go to Call Center.
Click the Status button (Ready or Away), then click End Session.
Agent login phone shortcuts
To access the queue throughout the day, you can 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:
*20to log in to the queue and
*21to go ready
When you leave your desk, dial
When you're back and ready to take calls, dial
At the end of your day, dial
*23to log out