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Use the Current Agent Status panel in the Monitoring page to text remotely set an agent's status to Available.

Info
titleImportant

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This is a one-way communication; the agent receiving the text will not be able to reply.

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  • Do NOT refresh your browser after clicking Available; the Monitoring page will refresh automatically.
  • Only allowed status transitions will be executed. If an Agent is in a status that does not support the transition to Available, the agent will remain in their current status.
  • Feature compatible with CCA version 11.6 and above. Attempts to make status changes using earlier versions of the desktop CCA will NOT work.


To set an agent's status to Available

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  1. Access the Monitoring page as explained in Monitoring.
  2. Scroll down to the Current Agent Status panel, and click the Plus symbol to expand it if collapsed.
  3. Click to select the checkbox to the left of any agent you want to text, and then click Text Message.
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    A Send Text Message dialog box appears. Type your Message, and then click OK when done. The agent receives the message via the CCA.
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To set selected Agents to Available Status:

  1. Place a checkmark to the left of any Agents you wish to set to Available.
  2. Click Available.
     

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  1. Available. The agent's line will appear green upon the next automatic refresh of the Monitoring page

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Notes:

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