Logging on an agent - Contact Center Client

Note:
  • An ACD Hot Desking Agent must enter an extension number each time the agents logs on to the ACD routing system using Interactive Contact Center. The agent cannot rely on the extension number last used when logging on. This is because the ACD data stream unifies the agent ID and the extension. After a Hot Desking Agent logs on or off of the ACD routing system using Interactive Contact Center, sometimes the Interactive Contact Center agent controls are not available to the agent for two to five minutes.
  • You will be unable to log on an agent to the system if there are no available user licenses.
  • If your contact center participates in the use of PINs, supervisors with the correct Class of Service do not require an agent’s PIN to interactively log in a Hot Desking Agent.
  • Depending on security roles and telephone switch settings, employees who are licensed as Advanced Supervisor or System Administrator may not be prompted to enter a PIN when logging in to Interactive Contact Center, Softphone, or PhoneSet Manager.
  • If a Hot Desking Agent logs into an extension that serves as the overflow point for a Ring Group, calls to that Ring Group will not be offered to the extension and will remain queued or ringing until abandoned or answered.
  • Hot desking users logging in to a Ring Group extension must also be a member of the Ring Group to ensure accurate reporting.

You log employee voice agents in and out in either an open Employee or Agent Monitor in Contact Center Client. Multimedia agents are not logged in with voice agents.

To log in an agent in an open Employee monitor
  • Right-click the cell of an employee and click Employee control > Log in > voice agent. Alternatively, select the employee cell in an open monitor, click Log in from the Employee Control tab on the Contact Center Client ribbon, and select the voice agent.
    Note:

    When you log in an employee’s voice agent, you must enter the extension for the agent. See the procedure below.

To log in an agent by extension in an open Employee monitor
  1. Right-click the cell of an employee and click Employee control > Log in > By extension.
  2. If the employee has multiple voice agents, select the agent to log in from the drop-down list.
  3. Type the Agent’s extension.
  4. Click OK.
To log in an agent in an open Agent monitor
  • Right-click the cell of a voice agent who is not logged in to and click Agent Control > Log in > voice agent. Alternatively, select the agent cell in an open monitor and click Log in from the Contact Center Client ribbon.
    Note:

    When you log in a voice agent, you must enter the extension for the agent. See the procedure below.

To log in an agent by extension in an open Agent monitor
  1. Right-click the cell of a voice agent and click Agent control > Log in > By extension.
  2. If the employee has multiple voice agents, select the agent to log in from the drop-down list.
  3. Type the Agent’s extension.
  4. Click OK.
Parent topic: Controlling Employee and Agent State
↑