Using Your Phone in a Call Queue

Introduction

This article covers the basics of using a Cisco phone to handle calls in a call queue.

Instructions

Logging In and Out

1. Select the AgtSignIn button in the bottom left of the screen.
2. Once you have signed in, select Agt status then select Available.
3. To log out, select the AgtSignOut button.

Answering a Call

Lift the handset to answer the call.

Making Calls

• Campus Calls: dial the 4-digit extension
• Off-Campus Calls: dial the 10-digit number

After dialing the number, press the Call button to begin the call.

Agent Status

When signed into the phone, select the AgtStatus button to select one of the statuses below:

1. Available
   • Signed in, and able to receive calls from the queue.
2. Unavailable
   • Signed in, but unable to receive calls from the queue.

Hold

1. If you are active on the line you want to put on hold, press the Hold button.
2. To go back to the same call, press Resume, or the line of the held call to retrieve the call.

Transfer

1. While in an active call, press Transfer.
2. Enter the extension you wish to transfer the call to, then select Call.
3. Notify the person who picks up that you wish to transfer a call, and once they confirm, press Transfer once more.