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NN44400-120 Offsite Agent User Guide 26 November 2010 9
Overview of the Offsite Agent desktop application
Entering your access credentials
For a successful connection to the contact center, the Offsite Agent server must have
your agent details. When working offsite with Agent Desktop, you have an additional
prompt at start up to collect these details. Depending on the settings of your particular
Offsite Agent server, these will include some or all of the following:
• Offsite Agent agent id
• Corporate domain user name and password
• Your local telephone number
These details are normally available from your Offsite Agent administrator. For ease of
use, Agent Desktop stores your previous entries (other than the password).
Logging on to the contact center
Once you have connected to the contact center, you log on using the controls on Agent
Desktop. If you are operating in Permanent Connection mode, the Offsite Agent server
initiates a call to your PSTN telephone. When you answer this call you are connected to
the contact center, but you must still log on and make yourself Ready before you can
take customer calls.
If you are operating in On Demand mode, you are immediately connected to the contact
center, and you must log on and make yourself Ready before you can take customer
calls.
Using a PSTN telephone with Agent Desktop
Using a PSTN telephone with Agent Desktop introduces some new practises that you
must be aware of.
In Permanent Connection mode the Offsite Agent server makes a single call to the your
telephone number once you enter your access credentials through Agent Desktop.
Offsite Agent maintains this call for the duration of your shift, and bridges each customer
call that the contact center queues to you onto your telephone line.
To prevent synchronization issues if you accidentally hang up your physical telephone,
Offsite Agent implements an automatic recovery. Offsite Agent re-establishes the call
and you can resume your work by answering the telephone. If you were on a customer
call when this occurs, Offsite Agent returns you to the same customer call (if the
customer has remained on the call). Offsite Agent allows you to hang up as many as
four times in a fifteen-second period. If you hang up for a fifth time within this period,
Offsite Agent will disconnect the call–in this case you must manually log off and exit
Agent Desktop.
In On Demand mode the Offsite Agent server does not maintain a constant connection
to your telephone: when Offsite Agent forwards a customer call to you, your telephone
rings and you must physically answer the call on your telephone set.