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Handling Telephony calls in On Demand mode
34 NN44400-120 Offsite Agent User Guide 26 November 2010
Changing your status to Ready in On Demand mode
When you connect to Offsite Agent and log on to the contact center, by default your
status is Not Ready. Set your status to Ready when you are available to receive
customer calls.
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 in On Demand mode
Change your status to Not Ready when you are temporarily unavailable to take calls. In
On Demand mode you must do this if you use your offsite telephone for non-contact
center calls (e.g., receiving a personal call).
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
Accept telephone calls by lifting the handset on your telephone. (When used for Offsite
Agent, Agent Desktop greys out the Accept button.)
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.