Using workgroups .............................................................................15-13
Chapter 16. Using Call Rules..........................................................16-1
About call rules....................................................................................16-2
The Call Rules view ...........................................................................16-3
Chapter 17. Working as a Call Center Agent ................................17-1
About call centers................................................................................17-2
Calling a workgroup....................................................................... 15-16
Call Rules overview......................................................................... 16-2
Signing in......................................................................................... 17-3
Signing out....................................................................................... 17-3
Taking a break................................................................................. 17-4
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
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ONTENTS