Call Center agents can use star codes on their phones or use the Call Center Agent dashboard to change their availability status.
Using Phone Star Codes to Set Agent Availability
Using your assigned call agent phone, press the following Star (*) Codes and then press Send, to log in and out of all call queues or individual queues:
NOTE: The star codes work for all phones that are assigned to a call queue, including softphones. After you press a star code, Press Send and then you will hear a voice confirming you are now unavailable to answer calls.
Using the Call Center Agent Dashboard to Set Agent Availability
In the Call Center module, you can access the Call Center Agent dashboard to set agent availability.
To set agent availability:
- Click the Availability Status drop-down arrow on the right side of the dashboard to change the current agent availability status.
- Choose from the following options to set agent availability:
