Vertical Communications TeleVantage 7.5 manual Quick call commands for call center agents

Quick call commands for call center agents

The following commands are available only for agents in a call center queue.

	Quick call commands
*14	Call as a queue. This logs your subsequent outbound
	calls as being placed by the queue, to keep track of
	which outbound calls are queue-related.
	To call as a queue, press *14<queue’s extension>#.
	To cancel calling as the queue, and revert to calling as
	yourself, press *14#.
*50	Select the personal status Available. This personal
	status makes you available, and you start receiving
	calls from all queues to which you are signed in.
	In the Available personal status, you receive both
	queue calls and non-queue (personal calls). To receive
	only queue calls, choose the personal status Available
	(Queue Only).
*51	Select the personal status Available (Queue Only). This
	personal status makes you available, and you start
	receiving calls from all queues to which you are signed
	in.
	In the Available (Queue Only) 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 choosing the personal
	status Available.
*52	Select the personal status Available (Non Queue). This
	personal status makes you unavailable and the call
	center queues stop sending you calls.

Important: Use this command only at the end of your workday, to preserve the accuracy of queue statistics. To leave your phone temporarily during your workday, use *53.

You can also end your workday by choosing any personal status other than Available, Available (Queue Only), or On Break.

APPENDIX A. TELEPHONE COMMANDS QUICK REFERENCE A-5