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Handling Telephony calls in Permanent Connection mode
30 NN44400-120 Offsite Agent User Guide 26 November 2010
• Making a call in Permanent Connection mode (page 32)
• Ending a call (page 32)
Changing your status to Ready
When you connect to Offsite Agent and log on to the contact center, by default your
status is Not Ready. Change your status to Ready when you are available to receive
contacts.
Procedure steps
Step Action
1 Select Go Ready from the Agent Status list.
Offsite Agent places you in Ready status. The top bar displays a Ready status
message.
--End--
Changing your status to Not Ready
Change your status to Not Ready when you are temporarily unavailable to take calls.
You cannot enter a reason code in Offsite Agent.
Procedure steps
Step Action
1 Select Go Not Ready from the Agent Status list.
Offsite Agent places you in Not Ready status. The top bar displays a Not Ready status
message.
--End--
Accepting a call in Permanent Mode
If your contact center administrator has configured Forced Answer, you do not need to
take any specific action to answer calls in Permanent Connection mode. Customer calls
automatically connect to your telephone on the nailed-up connection. Offsite Agent
plays a tone to alert you to the incoming call before it activates the speechpath. Agent
Desktop automatically updates the call status.