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changes.mady.by.user Hannah Greaves

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Now that your agent status is set to Available, a call in queue may be delivered to you at the extension you signed in with. When this happens the CCA will come into focus to let you know you’re receiving a call. The display will show the queue name as well as the caller ID if available
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Accept the call by answering your phone; at this point the CCA will automatically adjust your agent status to Busy – On Call. Similarly, when your call is over, hang up your phone and the CCA will automatically change your status to Busy – Wrapping Up. For more information see Wrapping Up.

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