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Using Go Dial and Quick Connect
Using Go Dial and Quick Connect are similar operations. Both are used to quickly dial a
number from CallViewer. Use Go Dial when you want to dial a number that is highlighted in
the last active Windows application. For example, you can highlight a telephone number in
an e-mail message and dial it using the steps below.
To use Go Dial or Quick Connect:
1. Highlight a telephone number in a Windows application.
2. Choose one of the methods described below.
•
Click the Go Dial option from the Action menu or the icon (
Executive look or
•
Click the Quick Connect window.
You can also use Quick Connect to dial a number from the list of recent inbound and
outbound calls. Right-click the Quick Connect icon (
Understanding Agent States
As a member of a hunt group, your agent state changes to allow Intelligent Router to route
calls and e-mail messages. The following states are used to determine your availability for
calls and/or e-mails.
Agent State
Logged Out
Free
Busy (Call)
Busy (E-mail)
Wrapup (Call)
Busy N/A (DND)
Busy N/A on the
7000 phone system
Free (E-mail)
Wrapup (E-mail)
Unlicensed (Inter-Tel
7000 system only)
24
in the Legacy and Quick Connect looks).
Description
You are not logged into the hunt group, and
therefore, are not available for calls or e-mails.
You are available for calls or e-mails.
You are busy on a call.
You are busy on an e-mail.
You are in wrapup following a call.
You are logged into the hunt group, however, you
are not available for calls or e-mails.
You are available for e-mails.
You are in wrapup following an e-mail.
You have exceeded the number of concurrent agent
licenses available for this application.
) in the
or
) and select a number to dial.
Contact Center Suite User Guide
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