Vertical Communications TeleVantage 7.5 Whether this chapter applies to you, Starting your shift

Whether this chapter applies to you _________________________

This chapter provides instructions for working as an agent in a TeleVantage call center. Whether or not this chapter applies to you depends on the TeleVantage call distribution method that your office uses, as follows:

QUse this chapter if you are an agent in a TeleVantage call center queue that was set up using separately licensed call center agent licenses.

QDo not use this chapter if you are an agent in a TeleVantage ACD workgroup that was set up by using an ACD workgroup user and a routing list that sends calls to agents who are members of a workgroup. If you are an agent in an ACD workgroup, see Appendix D, “Working as an Agent in an ACD Workgroup.”

For complete information about setting up and running a TeleVantage call center, see the TeleVantage Call Center Administrator’s Guide.

Starting and ending your shift, and taking breaks ______________

Important: Do not use this section if you are disallowed from changing your own personal status. In that case, a supervisor will control your workflow. Talk to your queue manager or administrator about how to work in the queue.

As a call center agent, you control your workday by changing your personal status. At the beginning of your shift, you make yourself ready. At the end of your shift, you make yourself unavailable. While you are ready, you receive calls from all queues for which you are signed in. When you make yourself unavailable, queues stop sending calls to you.

Note: If you have to temporarily leave your phone during your shift, choose TeleVantage’s On Break personal status.

The following sections describe which personal statuses to use to make yourself ready and unavailable. For instructions on changing your personal status, see Chapter 9.

Starting your shift

To begin receiving queue calls, make yourself ready by doing either of the following:

QUsing your telephone keypad, press either of the following at a dial tone:

Q *50. This selects the Available personal status.

Q *51. This selects the Available (Queue Only) personal status.

QIn ViewPoint, select either of the following personal statuses:

QAvailable. You receive personal calls (calls to your extension) and queue calls.

QAvailable (Queue Only). You receive only queue calls. Personal calls are sent directly to your voicemail.

If you will be making outgoing calls from the queue, see “Placing calls from a queue” on page B-8.

B-2 USING TELEVANTAGE