Call Centre Agent Way Of Work

Agent COME to WORK :

Login to 3CX Web client
Set Agent Status to “Available”
Press the ‘Q’ button to log into the queue – it will turn BLUE
Incoming calls will be routed to their terminal or extension
When Agent is done with the call and need some time to wrap up (default wrap up time set to 30sec)
1. Option 1 – Press the “Q” button to log out – it will turn GREY (any calls in queue will not be routed to the Agent, but extension to extension calls will work)
2. Option 2 – Change Agent status to “Do Not Disturb” (any calls in queue or internal calls will not be routed to the Agent)
When they are done with the wrap up task
1. If Option 1 - Press the Q button to log in – it will turn BLUE (any calls in queue will be routed to the Agent, extension to extension calls will work)
2. If Option 2 - Change Agent status to “Available” and Q button in BLUE (any calls in queue or internal calls will be routed to the Agent)

Agent Wants to Take a Break

Before agent leave their desk
1. Option 1 – Press the Q button to log out – it will turn GREY (any calls in queue will not be routed to the agent, but extension to extension calls will work)
2. Option 2 – Change Agent status to “AWAY” (any calls in queue or internal calls will not be routed to the agent)
Agent Return to the desk
1. If Option 1 - Press the Q button to log in – it will turn BLUE (any calls in queue will be routed to the agent, extension to extension calls will work)
2. If Option 2 - Change Agent status to “Available” and Q button in BLUE (any calls in queue or internal calls will be routed to the Agent)

Agent Wants to RETURN HOME