You can sign in to Supervisor Desktop as supervisor only or as supervisor-and-agent. Sign in as a supervisor only to configure and manage your agents. Sign in as a supervisor-and-agent to manage settings for your agents and perform functions as an agent in the contact centers assigned. Your profile must be configured to sign in as both a supervisor and an agent.

Before you begin

  • Ensure that your phone is ready to receive calls.

  • When you open Supervisor Desktop for the first time or when the cache is cleared, it can take a few seconds to load, depending on network speed and availability. If it fails to load, an error message appears, and you can share these details with your administrator.

  • You can’t access Supervisor Desktop on multiple browsers or multiple tabs of the same browser window. A prompt message displays if you sign in to multiple instances, and switch between browsers or tabs. Click Continue in the prompt message to sign in on that browser window.

1

In the address bar of your browser, enter the URL provided by your administrator.

2

Enter your email address and click Sign In.

To change the chosen email address, press the Alt+Left arrow (Windows) or Command-Left arrow (Mac).
3

Enter your password and click Sign In.

To retrieve a forgotten password, click Forgot Password, and enter the six-digit confirmation code sent to your email address.
4

In the Station Credentials dialog box, select a role from the Role drop-down list. The role field is available only when you are configured to sign in as supervisor-and-agent.

  • Supervisor—To handle only supervisor tasks.
  • Supervisor and Agent—To handle both supervisor tasks and agent activities.
5

In the Station Credentials > Choose your telephony option section, enter a phone number that you use for inbound and outdial calls. By default, the Dial Number radio button is selected.

If you've got call monitoring, you can see the Dial Number/Extension field.

  • Check International Dialing Format.

    • Choose the country code based on your geographical location from the drop-down list. You can also enter a country code or country name to filter the list.

    • Enter the dial number. Dial numbers validate based on the country code. The supported format is: Country code format: + [Country Code][Phone Number]. For example, <+120> 15532447

    • Select the country code from the drop-down and enter only the phone number.

      The International Dialing Format is checked, and the default value is +1.

  • Uncheck International Dialing Format to use another dialing number format.

    • Enter the dial number. The supported formats are:

      • E.164 number format: [+][Country Code][Number]. For example, +11234567890

      • IDD (International Direct Dialing) format: [IDD][Country Code][Number]. For example, 01161123456789

6

(Optional) Click Extension to enter your Webex Calling extension. This option only applies if you are using a Webex Calling device.

7

(Optional) Click Desktop to monitor your calls through internet.

8

(Optional) Check Remember My Credentials to save your station credential details for future sign-ins.

9

Choose your team from the Team drop-down list or use the search field to filter the list. The Team field is available only when you select the Supervisor and Agent role.

10

Click Submit.

If you checked Remember My Credentials, you may see a message that your credentials weren't saved. In this case, enter your details when you sign in again.

What to do next

The home page displays the widgets based on the layout configuration. The widgets that are displayed on the home page aren't dependent on any active requests or interactions.

When you’re ready to sign out, change your availability state to Idle, click the User Profile at the top-right corner, and click Sign Out. You can’t sign out if you have an active conversation or an ongoing monitoring task.

Sign-in issues: If you can't sign in to Desktop, ask your administrator to review the following:

  • Is your dial number invalid, registered, and unique to you?

  • Are your tenant, profile, skill, or agent permissions and settings correct?

  • Are there network or API issues?

Browser reload: If you can't restore your session due to a connection failure, session expiry, or local storage issues, reload your browser to refresh your session.

Banner message: A message appears as a banner at the top of the Desktop informing you that some features aren't available. When your administrator resolves the issue, reload your browser. When you reload the browser, the banner is removed, and all features are available.

RONA state: If you checked Desktop but do not have browser permissions, you may see a message asking you to enable access through browser settings or contact your administrator. If you've accepted E911 notifications but are still unable to connect using desktop telephony, your state might be set to RONA. Contact your administrator to resolve this issue, by sharing the Tracking ID.

Microsoft Teams authentication: Follow these steps to complete user authentication for Microsoft Teams.

  1. Click the Profile icon.

  2. Click Try Again for user authentication under Collaboration Tools – Microsoft Teams in Profile Settings.

The user authentication status changes to Successful when authenticated.