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NN44400-120 Offsite Agent User Guide 26 November 2010 31
Handling Telephony calls in Permanent Connection mode
If your contact center uses Accept Call for Offsite Agent, Agent Desktop displays a
normal voice contact work item, allowing you to choose to accept or reject the call.
Prerequisites
Attention: Depending on the capacity of your broadband connection and latency in
the PSTN network, it is possible that the Agent Desktop response to an incoming call
might not synchronize with the telephone ringing. Therefore you might be able to talk
to a customer before Agent Desktop updates with the call status and information.
Procedure steps
Step Action
1 When you hear the Offsite Agent call alert on your phone, commence speaking with the
customer.
OR
Click Accept on the voice contact work item and commence speaking with the
customer.
--End--
Declining a call in Permanent Mode
Decline a call if you want to reject the contact and place it back in the queue. The contact
center then queues the contact to another agent and your status becomes Not Ready.
You cannot receive new incoming contacts until you change your status to Ready.
Prerequisites
Attention: If your Administrator has configured Call Force, you can reject a call only
prior to hearing the incoming call tone on your telephone. This will be possible only if
your Agent Desktop client alerts you to the incoming call before you hear the tone.
Procedure steps
Step Action
1 If the call appears on the Agent Desktop application, click Release on the call work
item.
OR
Click Release on the voice contact work item window.
--End--