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Intelligent Contact Center Agent Guide
Task ListGetting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Intelligent Contact Center Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
To log on from a two-line display telephone........................................... .......................11
To log on from a one-line display telephone..................................................................12
To log on if you are taking only voice calls.......................................... ..........................12
To log on if you are taking only browser calls................................................................12
To log on if you are taking voice and browser calls.......................................................12
To log off from a two-line display telephone........................................... .......................13
To log off from a one-line display telephone..................................................................13
To change your password from a two-line display telephone........................................14
To change your password from a one-line display telephone.................... ...................14
To have an Activity Code session .................................................................................17
To Display Waiting Calls................................................................................................ 18
To use Not Ready.......................................................................................................... 19
To program a feature to a memory button..................................................................... 21
To transfer a call..................................................................................... .......................23
To play messages in a skillset mailbox .........................................................................26