Vertical Communications TeleVantage 7.5 Predefined personal statuses for call center queue agents

Icon Status Description

In a Meeting

Out of the Office

On Vacation

These personal statuses let people know where you are when you are away from your desk. Like Do Not Disturb, by default these personal statuses send your calls directly to voicemail without ringing your phone, though you can change that behavior with these statuses. You can customize each of these statuses individually by recording a greeting that tells callers where you are, if you are forwarding your calls, and so on.

Predefined personal statuses (for call center queue agents)

In addition to the predefined personal statuses shown in the previous table, the predefined personal statuses shown in the following table are available to agents in a call center queue. For information about working as an agent in a call center queue, see Appendix B. For information about working as an agent in an ACD workgroup call center, see Appendix D.

Icon	Status	Description
	Available	This status or the Available status makes you
	(Queue Only)	available. When you select this status, the
		queue begins sending calls to you.
		With this status, only queue calls ring your
		phone. Non-queue calls are sent directly to
		your voicemail. To have all your calls ring
		your phone, make yourself available by
		selecting the Available status (see the
		previous table).
		You can also select this status by picking up
		the phone and pressing *51.
	Available	This status makes you unavailable at the end
	(Non-Queue)	of your shift. When you select this status, the
		queue stops sending calls to you.
		With this status, non-queue calls still ring your
		phone. To prevent all calls from ringing your
		phone, make yourself unavailable by
		selecting Do Not Disturb.
		You can also select this status by picking up
		the phone and pressing *52.

9-4 USING TELEVANTAGE