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NN44400-120 Offsite Agent User Guide 26 November 2010 35
Handling Telephony calls in On Demand mode
Attention: Offsite Agent cannot flag non-contact center calls on your telephone: when
you answer a non-contact center call, you must remember to set your status Not Ready
on Agent Desktop.
Procedure steps
Step Action
1 When your telephone rings, answer the call by taking the telephone off hook.
2 If it is a customer call, Agent Desktop updates the display with call information.
3 If it is not a customer call, 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--
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
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. If the Agent Desktop response is
later than the telephone ringing you might not be able to make a decision on whether
the call is from the contact center or another source.
Procedure steps
Step Action
1 If the call appears on the Agent Desktop application, click Release on the call work
item.
2 Alternatively, if the call rings on the telephone, do not pick up the handset.
--End--