CCR 1.0 User Guide Page 124
15-601130 Issue 1k (22 May 2009)IP Office
5.5.6 Phone Manager Controls
Phone Manager is an IP Office application that can be used by phone users to display call information, control their phone
extension and to change many phone settings.
Full details of Phone Manager operation are provided within the application's help. However there are a number of Phone
Manager features specifically for call center agents:
· Phone Manger Agent Login/Logout
For agents who hot desk , Phone Manager can be used to login to the required phone extension. When the
user start Phone Manager, they enter the extension at which they want to login. When they close Phone Manager
they are logged off.
· Phone Manager Agent Mode
Phone Manager Pro users can select Agent Mode within the applications preferences. This enables a number of
additional icons. Note that selection of this mode can be disabled by the IP Office maintainer. Note: In this mode,
the F1 and F3 functions are swapped. F1 becomes 'account call' and F3 becomes 'make call'.
An agent can use this icon to select Busy Not Available state with the default reason code Busy
NA. The icon can also be used to exit the state.
Busy Wrap Up is an agent state used by the IP Office CCC application. It is not supported by IP Office
Customer Call Reporter. The equivalent state for IP Office IP Office Customer Call Reporteris to report the
agent as Present when their memberships of all the groups to which they belong are all disabled.
This is different from Wrap Up .
This icon will display a list of the queues of which the agent is a member. The tick box next to each
indicates whether their membership of that queue is currently enabled.
To Next Page
Loading...
