Summary
This article has instructions for logging out a Help Desk Call Center agent remotely. Anyone with the password will be able to perform this task from any telephone, including cell phones.
- This process can be used when an agent has forgotten to log out and a supervisor in a different location wants to manually log them out.
- This process can also be used if one of the call center locations evacuates and doesn’t have time to log out their own agents. A supervisor from any location can log the agents out remotely.
The password is available to people with permission to view it. See Password-for-Remotely-Logging-out-Agents_KB5123.docx in ET&S Help Desk Services Team > Documents > HD_KB_Attachments (folder).
How-To
Task: To log out a Help Desk Call Center agent remotely.
Instructions
Step 1 – Call x2-5027 (campus phone) or 603-862-5027 (non-campus phone).
Step 2 – At the prompt, enter Extension 02525 and press the pound # key.
Step 3 – Enter the Password.
Step 4 – Enter the Call Center Agent Number (5 digits) that you want to log out remotely.
Step 5 – The Call Center Agent Number is read back to you.
- If it is incorrect, hang up the call to abort. Go back to Step 1 and try again.
- If it is correct, listen through the message, wait for transfer, and listen for 3-beep confirmation.
Outcome
The Call Center Agent you specified will be logged out and disappear from Nfocus.
Repeat Steps 1-5 as needed to log out additional agents.
Need additional help?
If you have questions or need additional help with these topics, please reach out to your Team Lead or supervisor for assistance.