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Agents

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

  1. Log in to https://portal.hostedpbx.ie
  2. Go to Your Apps_Call Center.
  3. Click Begin Session at the top right of your screen.

  4. You are now logged into the call center, and your status defaults to "Away".

    login

Marking yourself ready to receive calls

  1. Check your status and click the "Away" button.

  2. 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:

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

    mark as away

  2. After you click Mark All as Away, a "New Break Detected" popup displays.

  3. Enter your break reason from the dropdown menu.

  4. Click Save.

    away

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.

  1. After you replace the handset, a "New Wrap Up Detected" popup displays.
  2. Select the "Wrapup reason" from the dropdown.
  3. Enter a description of the call resolution.

  4. Click Save.

    wrapup

Logging out of the call center

  1. Go to Call Center.

  2. Click the Status button (Ready or Away), then click End Session.

    logout

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:

  • 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