Body
Summary
After you log into a Call Center phone you use call center phone buttons to control your phone status and whether you are available to receive call center calls or not.
How-To
Task: Allow Call Center calls to flow to the logged in agent.
There are two phone statuses where you are available to answer calls: Manual In and Auto In. They differ in what happens when a call ends and in what action you take to be available to answer the next call. Both statuses allow calls to flow to the logged-in agent.
Manual In
- To become available in this status, press the Manual In button or dial “749” on the phone keypad.
- When you are in this status and a call ends, your status automatically changes to AfterCall and you are no longer available to answer calls until you take action to make yourself available again.
- This available status is useful if you are doing work where you need time between calls, e.g., to write up a ticket or ask a question, before taking the next call.
Auto In
- To become available in this status, press the Auto In button or dial “746” on the phone keypad.
- When you are in this status and a call ends, you remain in the Auto In status. This means that if there is a call waiting, your phone will immediately ring for you to take that next call.
- This available status is useful if doing work where you do not need time between calls, e.g., switchboard operator.
Task: Prevent Call Center calls coming through to the logged in agent.
There are two phone statuses where you are un-available to answer calls: AfterCall and AuxWork. They differ only in how they appear on Nfocus monitors and in reporting. Both statuses prevent calls from coming through to the logged-in agent.
AfterCall
- This unavailable status is engaged automatically when a call ends from the Manual In status.
- To engage this status manually, press the AfterCall button or dial “743” on the phone keypad.
- When you are in this status you are not available to answer calls until you take action to make yourself available again.
- This unavailable status is used to do other work before taking another call, e.g., write up a ticket or ask a question.
- The full name of this status is After Call Work and is abbreviated ACW.
AuxWork
- To engage this status manually, press the AuxWork button or dial “745” on the phone keypad
- To engage this status automatically, press the AuxWork button while you are on a call center call. When the call ends, you will be in this AuxWork status automatically.
- When you are in this status you are not available to answer calls until you take action to make yourself available again.
- This unavailable status is used to take a break or help someone in-person at the counter.
- This status is nick-named just "Aux".
Further readings
HD Call Center: Logging In and Out of Call Center phones (ETS Internal)
Phones: Using Call Center Functions
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.