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NN44400-114 Contact Center Agent Desktop 2 December 2010 31
Telephony
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Declining a call
Decline a call if you want to reject the contact and place the contact back in the
queue. The contact is then queued to another agent and your status becomes
Not Ready. You cannot receive new incoming contacts until you change your
status to Ready.
Prerequisites
• Ensure that you are in Ready state.
• Ensure that you have a skillset designated to handle telephone calls.
Procedure steps
Step Action
1 On the Agent Desktop, select the new work item and click Reject.
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Entering an activity code
Enter one or more activity codes during your calls by using the Agent Desktop
Top work item activity in-line command. Activity codes provide a method to track
the time that agents spend on various types of calls. For example, you can use
an activity code to track sales calls by entering that activity code in the Agent
Desktop during sales-related calls.
Activity codes are also used to enter Not Ready reasons. You can select Activity
Codes when you are handling a contact. You can select Not Ready codes when
your status is Not Ready.
Your supervisor or system administrator provides activity codes. You can use
alphanumeric codes. Activity codes that are defined in Contact Center Manager
Server appear on the Agent Desktop list. If a new activity code is added while
you are logged on to the Agent Desktop, you must log off the Agent Desktop and
log on again before you can select the new code from the list.
The Activity Code box appears on the Work Item, based on your contact center
configuration. If you launch Agent Desktop from the Contact Center Multimedia
server the Activity Code box will be populated with default values, otherwise you
must enter the Activity Codes your Administrator or Supervisor gives you.