Call Center Agent Procedures
Calls will be presented to your telephone queue during your defined business hours
whenever any agent is logged in. It is important that someone be logged in to the queue
at all times when the call center is open. If no one is logged into the queue, or it is nonbusiness hours (or Holiday) the calls will receive a ‘closed’ treatment. This may be
different for different call centers and includes:
Unified Messaging, Closed
Announcement or Answering Service. It is important for all agents to log out when the
call center is closed.
Procedure to log into your telephone:
You should always use your personal agent log-in ID regardless of which telephone you
are logging into.
--Pick up handset
--Press “In Calls” key
This is the green key on the bottom right of your telephone (model 3904).
--Enter your login ID
Your supervisor will know your personal telephone login ID. It is typically either
your employee ID or your extension.
--Press # (your name will appear on the display)
--Press “In Calls” key again (green key - bottom right)
--Hang up handset
Procedure to log out of your telephone:
Make sure you log out before you leave at night, for lunch or any other extended period.
--Press “Make Busy” key TWICE
--Your display should read “Logged Out”
Note: If you only press “Make Busy” once, your display will read “Set Busy Activated”
and you will not receive calls to either the call center or your extension. Calls to your
extension will go directly to voicemail. If you see this on your display, press “Make
Busy” again and your display will read “Logged Out”.
Not Ready
If you are going on a short break or need to do follow-up work after a call, press the “Not
Ready” key. While the “Not Ready” key is activated you will not receive incoming calls
to the queue. When you are ready to receive incoming calls again, press the “Not Ready”
key again.
Note: If agents are in the “Not Ready” state, the system sees them as logged in and calls
will continue to queue calls. All agents must be logged out for the ‘Closed’ message to
come on. You will continue to receive calls to your extension in the ‘Not Ready’ state.
Walk-Away Feature
If you are logged into your phone and do not answer a call that is presented to your
phone, the system will put your phone on “Set Busy Activated” and send the call back to
the queue. You will need to log in again when you return to your phone. This feature is
not invoked if you are in the ‘Not Ready’ state as no calls will be presented to your
phone if you are ‘Not Ready’.
Agent Desktop Display Software
If you do not have the Agent Desktop Display software installed on your pc, contact your
FSP or refer to the FSP section under Contact Center on the ITKB.
There is a shortcut on your desktop to the Agent Desktop Display software. It is called “ADD
Tabular or One-Line Display” and is blue and white with a pink squiggly line through it. You
can put a copy of the shortcut into the ‘Startup’ folder if you want the program to open
automatically when you start your pc.
Double click on the shortcut to open the program. Enter your “Phoneset LoginID” in the white
box. This is the same ID number you use to log into your call center telephone. Only put the ID
number, not the # sign. Click ‘OK’ to open the program. After the first time you log in, the
program will remember your login ID. You will still need to click ‘OK’ to open the program.
Important Note: At least one telephone must be logged into the call center in order for the
Agent Desktop Display to show statistics. As long as any telephone or telephones are logged into
the call center, all of the agents can see the statistics on the Agent Desktop Display.
The fields are:
AVAIL AGENTS: Number of agents who are available to take a phone bank call (ie,
logged in, not on ‘Not Ready’ and not on another call)
INSRV AGENTS: Total number of agents logged into the phone bank
NOTRDY AGENTS: Number of logged in agents who are in the ‘Not Ready’ state
SKLSET CALL: Number of agents on a phone bank call (does not reflect if you are on
your extension, just on a phone bank call)
CALLS WAIT: Number of callers waiting in queue to be answered
MAX WAIT: Length of time (in seconds) that longest call has been waiting in queue
CALLS ANS: Total calls answered for the day
Display options:
If you right-click on the blue bar at the top where you see your name, there is an option that is
checked for “Always On Top”. This puts the Agent Desktop Display on top of any other
programs that you are working on so you are always aware of the call center activity. You can
uncheck this but it is recommended to keep it checked.
If you right-click inside the black box, you will see an option for ‘Show Title Bar’ which is also
checked. You can uncheck this to remove the blue bar from the top and make the display a bit
smaller. There is another option for ‘One Line Display’. If you choose this option, the display
will appear smaller however it will not show the field headers.
You can also resize the display by placing the mouse on the border, it will change to a double
arrow and the box can be resized. You can place it at the bottom of your screen or wherever you
prefer.