Agent Call Center Status
Agents can manage their inbound call center status to receive incoming phone calls from a Queue by going to Settings > My Profile > Call Center Status. It is not necessary to click save after you change your call center status.
If the dropdown menu is not visible, then the agent hasn't been assigned to a Queue yet. Supervisors can toggle an agent's call center status from In Service to Off Duty from the live supervisor dashboard.
Logging in and logging out of the Call Center using the mobile app or desk phone:
Agents can also change their status by dialing the following extensions:
Call Center Login: *01
Call Center Logout: *02
If, as an admin, you can't toggle the call center status from the supervisor dashboard, then your agent must complete the initial call center login from the app. This must be done the first time.
The available call center statuses are:
In-Service: Available to receive new calls via call queues.
Off Duty: Unavailable to receive new calls via call queues. Will be able to make outbound calls and receive direct inbound calls to their extension or via ring groups.
Ringing: The system is actively trying to connect a queued call to the agent (only available for inbound calls coming through a queue).
Talking: The agent is currently on an active phone call.
After Call Work: The agent is under "wrap up time" and won't receive inbound calls coming through a queue. Will be able to make outbound calls and receive direct inbound calls to their extension or via ring groups. Wrap-up time is set in seconds by the admin for each queue.
Away: The agent has set himself as away and won't receive inbound calls coming through a queue. Will be able to make outbound calls and receive direct inbound calls to their extension or via ring groups.
Custom Away Statuses: Admins can create custom away codes for their agents like: break, lunch, bathroom, etc., from the admin dashboard > settings > preferences.
Automatically login and logout from the call center:
Enable to login and logout agents from the call center automatically when they login and out from PhoneIQ. (they need to specifically log out, closing the window does not work)
From the Admin panel you should go to User > Advanced settings > enable the options at the bottom & save changes.