You use the Application tab of the Call Center Settings page to configure your application settings. The settings are different for agents and supervisors.
Queue Memberships (Agent)
These settings allow you to select the call center queues you wish to join. The table also displays your skill level in each queue.
- To join a call center queue, select the check box on the line for the call center.
- To join all queues, select the check box in the header.
If you are not allowed to join/leave a queue, the line for the queue is dimmed and you can only view your status in the queue. If you want to change your join status in a queue but are not allowed to do it yourself, contact your administrator for assistance.
Agent Policies (Agent)
You use the Agent Policies settings to specify your post sign-in ACD state, post call ACD state, wrap-up timer, and outbound CLID.
- Post Sign-In ACD State –Select a state from the Sign-In State drop down list. Your ACD state is automatically set to this state when you sign in to Call Center.
If you selected Unavailable and unavailable codes are enabled for your organization, select an unavailable code from the drop-down menu.
- Post Call ACD State – To configure your ACD state upon completion of a call, select a state from the Post Call State
If you selected Unavailable and unavailable codes are enabled for your organization, select an unavailable code from the drop-down menu.
In most cases, when you select Wrap-Up, you must also configure your wrap-up timer.
- Set Wrap-Up Timer to – To set your post-call wrap-up timer, check the Set Wrap-Up Timer to <mm:ss> for queues without a policy box and enter the time in minutes and seconds. Your ACD state automatically changes from Wrap-Up to Available after the specified period.
- Outgoing calls as call center – Check this box to display a calling line identity (CLID) for your call center instead of your personal phone number when you make a call.
- Outbound Caller ID – If you checked Make outgoing calls as call center, select the number to use from the drop-down menu.
Barge-In & Monitor (Supervisor)
The following options only apply if you have the Direct Call Pickup with Barge-in and/or Call Center Monitoring services assigned. If the Call Center Monitoring service is not assigned, then the Monitor option is not visible.
Use warning tone when:
- Barging In – When this option is set, the agent hears a warning tone when you barge in on their call.
- Monitoring – When this option is checked, the agent hears a warning tone when you start silently monitoring their call.