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Acting as a call centre agent
Use a handset with Go Integrator
To use Go Integrator when you're making and answering calls, you need to register a handset as your primary audio device.
These options are available only for call centre agents.
Disposition
You can set a call disposition code while you are either in a queue call or in a wrap-up state.
To select your call disposition code
-
Select
.
- From the dropdown, select the call disposition code.
Outgoing as
You can select the outgoing Dialled Number Identification Service (DNIS) presented to the user you are calling.
To select the outgoing DNIS
- Select Outgoing as.
- From the dropdown, select the DNIS value.
You can specify DNIS values in One Net Manager.
Availability selection
You can select your availability status, for example, Unavailable or Wrap up.
To select your availability
-
Select
.
- From the dropdown, select your availability status.
Assistance
While in a call, you can use the Assistance function to escalate the call to your supervisors.
To escalate the call to your supervisors
- Select
.
Queues
You can view information about your queues. You can also join and leave queues.
To see information about your queues
- Select
.
To join or leave a queue
- Select or clear Join.
After you leave a queue, you stop receiving calls directed to that queue number.
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