Change Your Status As A Call Center Agent; Accept A Call Center Call; Hold An Agent Call - Cisco 6800 Series User Manual

Change Your Status as a Call Center Agent

Change Your Status as a Call Center Agent
From time to time, you may need to take a brief break. To do that, change your status so that calls will not
ring on your phone.
Procedure
Step 1
Press Agt status.
Step 2 Highlight the Unavailable status.
The Unavailable menu text box allows you to add the reason of your unavailability.
If you need, your administrator can hide the text box on the phone from the phone web interface.
Step 3 Press Select.
Step 4
Press Agt status.
Step 5 Highlight the Available status.
Step 6
Press Select.
Step 7 Highlight the Wrap-up status.
Step 8
Press Select.

Accept a Call Center Call

When you sign into the phone as a call center agent and your phone status is set to available, your phone are
ready to accept call center calls. Before you answer a call, you see information about the call.
Procedure
Step 1 When you receive a call, you will see the call information page, press Back to exit and then press Answer to
accept it.
Step 2 Press Call Info to see the call details.
Step 3
At the end of the call, press End call.

Hold an Agent Call

When you are on a call center call, you can put the caller on hold and return to the call. While the call is held
for a long time, you will hear a reminder tone and a ring splash on the phone screen.
Procedure
Step 1
Press Hold.
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