Toshiba Strata CS manual Signing in, signing out, and taking breaks, Signing out

nOn call. Whether an agent is currently active in a queue. Agents can be members of a queue but not currently on call, in which case the queue does not forward calls to them. Supervisors or system administrators determine whether an agent is on call for a queue.

Signing in, signing out, and taking breaks__________________

You sign in to begin your shift as a call center agent, and you sign out when you are done. When you sign in, you begin receiving calls from all queues for which you are on call. When you sign out, queues stop sending calls to you.

If you have to leave your phone during your shift, choose Strata CS’s On Break personal status.

You can sign in and out and take breaks either by using the telephone commands or by changing your personal status in the Client. For instructions on changing your personal status, see “Selecting a personal status” on page 8-6.

Note: To see whether you are on call for a given queue, open the Extensions view in the Client and click the tab for that queue. If your name is on the list, you are on call for that queue. Talk to your supervisor or system administrator if you want to change which queues you are on call with.

Signing in

To sign in, do either of the following:

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Pick up your phone and press *51.

In the Client, select the personal status Available (Queue Only).

When you sign in by using one of these methods, you receive queue calls only. Non-queue calls are sent directly to your voice mail without ringing your phone. To have all your calls ring your phone, sign in by choosing the Available personal status.

Signing out

Important: Sign out at the end of your shift only. To take a break during your shift, use the On Break personal status to ensure the integrity of call center statistics. See the next section, “Taking a break.”

To sign out, do either of the following:

nPick up your phone and press *52.

nIn the Client, select the personal status Available (Non-Queue).

Important: If you have used the *14 command to mark your outbound calls as being from the queue, you must pick up the phone and press *14# to mark your

CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-3

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