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3.1. myAgent Previous topic Parent topic Child topic Next topic

myAgent is a convenient application for the distribution and handling of calls, fax and email to and by the agents of a Contact Center.

myAgent provides the following features:
  • Processing of
    • Calls
    • Fax
    • email
  • Callback function for agents
  • Displaying and changing the agent status
  • Displaying and changing the presence status of internal subscribers of the communication system
  • Real-time presentation of queues
  • Recording of calls, if activated in the communication system
  • Instant messaging
  • Request for assistance through
    • Call Supervision (depending on country)
    • Overriding calls
    • Instant Messaging
  • Integration of the internal directory, external directory, the external offline directory (LDAP), and Outlook Contacts for searches by name
  • Creation of reports based on predefined report templates
Depending on the authorization level assigned to a Contact Center agent, either a standard set of functions (agent) or an advanced set of functions (Supervisor or Administrator) is available to the agents in myAgent (see Agent Functions Independent of the Authorization Level).
OpenScape Business V3, myAgent, User Guide, Issue 15, ID: P31003P3030U125017619
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