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Work as a call center agent
Feedback?Your administrator can enable your phone with Automatic Call Distribution (ACD) features. After this configuration, this phone acts as a call center agent's phone and you can use this phone to trace a customer call, escalate any customer call to a supervisor in emergency, categorize contact numbers using disposition codes, and view customer call details.
Sign in as a call center agent
When you're ready to start your work as a call center agent, you need to sign in to the phone first.
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Do one of the following:
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What to do next
To sign out, do one of the following:
Press AgtOut.
Press AgtSgnOut.
Tap Agent sign out.
Manage your status as a call center agent
After you sign in to the phone as a call center agent, you can manually set the status.
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Do one of the following:
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Select one of the following options:
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Select Apply. |
On the home screen, the agent line has one of the following icons added to it based on the selection. For phone with greyscale screen, the icons appears greyscale.
: Agent status is Available. 
: Agent status is Unavailable. 
: Agent status is Wrap-up.
View details and answer a call center call
After you sign in to the phone as a call center agent and set your phone status as Available, your phone are ready to accept call center calls. Before you answer a call, you can see information about the call.
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When you receive a call, select Call info on the incoming call window to view the details such as Wait time, Call center UID, Call center name, and Queue. |
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To accept the call after viewing the details, select Answer. Otherwise, select Decline to reject the call. |
Set a disposition code while on a call center call
You can assign a disposition code to an active customer call or after you set your status to Wrap-up after a call. Disposition codes are quick labels that you apply to call records to describe a call. It is an easy way to label calls and keep track of customer contact history so that no details about the call are missed.
Before you begin
Your administrator enables your phone to add a disposition code.
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Select Disp code. On 9811, 9841, 9851, and 9861, you can find this option on the connected call or hold call window and also on the home screen with single line and on the Agents page with multiple lines. On 9871 and 8875, you can find this option when you tap More (…) of a line. |
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Select Ok. |
Trace a call
After your administrator enables your phone to trace a call, you can trace an active call and the last incoming call in any agent status.
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From an active call or after a call, select Trace. |
Escalate a call to a supervisor
When you need to escalate a call, you can add your supervisor to a conference call with you and your caller. Your administrator enables emergency escalation on your phone.
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From an active call, press Emergency or tap . |
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In the Emergency Escalation window, add the number to set up a conference with supervisor. You can enter preferred emergency escalation number, or you can leave it empty if you do not have any supervisor preference. |
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Select Apply. |
