Summary of Access Tab Options

Table 74summarizes the options available in the Agents page, Access tab, CRM Access Rights area. 

Table 74: Summary of Agents page, Access tab options, Internal CRM access rights

Access tab option Description

Case

To enable the agent to view or modify Case records in the Internal CRM, in the Access tab CRM Access area:

  • In the Case row, select View, Create, Edit, Create a Follow-up, or Change Status.
  • To enable the agent to delete case records from the Internal CRM, in the Other Access Rights area select This agent is supervisor, then in the Case Row select Delete.

For more information about the Internal CRM, see Configuring Internal CRM , on page 1

Customer

To enable the agent to view or modify Customers records in theInternal CRM:

  • In the Customer row, select View, Create, or Edit.
  • To enable the agent to delete customer records from the Internal CRM, in the Other Access Rights area select This agent is supervisor, then in the Case Row select Delete.

For more information about the Internal CRM, see Configuring Internal CRM , on page 1

Table 75summarizes the options available in the Agents page, Access tab, Other Access Rights area.

Table 75:  Summary of Agents page, Access tab options, Other Access Rights area

Access tab option Description

Phone number

If the agent uses a standard wired or cellular telephone, then in the Phone number text entry area type the full number of that telephone.

  • In the United States, phone numbers must be of the form:

    1+three-digit area code+seven-digit phone number

    In the United States, when typing numbers into Agent Console text entry areas, always preface the area code with 1.

  • Outside the United States, must be of the form:

    Country Code+phone number

The Virtual Contact Center uses that number to connect Phone interactions to the agent's telephone.

Agents may use the Agent Console, My Profile tab, to change their phone number at any time.

If the agent uses a VoIP telephone, see SIP Phone URI, described later in this table.

SIP phone URI

If the agent uses a VoIP telephone, then in the SIP phone URI text entry area type that VoIP phone's full URI.

The Virtual Contact Center uses that URI to connect Phone interactions to the agent's VoIP telephone.

Agents may use the Agent Console, My Profile tab, to change their phone number at any time.

If the agent uses a standard wired or cellular telephone, see Phone number, described earlier in this table.

Phone extension

To enable a caller to use an extension number to directly contact this agent, in the Phone extension text entry area type a two to eight-digit extension then select Enable direct agent access, described later in this table.

Voice mail and prompting timeout

If Enable direct agent access is selected, then Voice mail and prompting timeout specifies the number of seconds that must elapse before the Virtual Contact Center transfers the incoming Voice interaction to the agent's personal voice mail box.

The Virtual Contact Center uses the email address specified in the Agents page, Personal tab, to email Direct Agent Access voice mails to the Agent. For information about the Agent page, Personal tab, see Configuring Agent Identification and Preferences , on page 1.

If the agent's telephone has a private voice mail box, ensure that the Virtual Contact Center voice mail time out threshold occurs before the agent's voice mail box seizes the call.

This agent account is enabled

Select to enable the agent account.

This agent is supervisor

To enable the agent to access Agent Supervisor Console features, select This agent is supervisor.

Agent Supervisor features include:

  • Creating and deleting FAQ categories and answers
  • Creating and running historical reports
  • Monitoring, Agents, Queues, and Groups

In addition to supervisory features, agent supervisors may choose to perform, or at least guide and validate the use of, certain operations, such as agent profile configuration, that agents have access to. These include the following agent-optional features:

  • Deleting customer and case records from the Internal CRM
  • Pulling and deleting pending email interactions from a queue
  • Using the Monitoring tab to remove agents from queue assignments

Agent can change queue assignments

Select to permit this Agent to use the Agent Console, My Profile page to add or remove themselves from Queue assignments.

For more information about agent queue assignments, see Assigning Agents to Queues , on page 1.

Enable direct agent access

To enable a caller to use an extension number to directly contact this agent, select Enable direct agent access then in the Phone extension text entry area type a two to eight-digit.

See Activate agent's voice mail, described later in this table.

Activate agent's voice mail

If your Virtual Contact Center includes agent voice mail boxes, select to enable the Virtual Contact Center to email direct agent access voice mails to the agent's email address.

To enable the Activate agent's voice mail feature, you must first select Enable direct agent access, described earlier in this table.

For information about specifying an agent's email address, see Configuring Agent Identification and Preferences , on page 1.

Activate pulling e-mail

By default, the Virtual Contact Center presents emails to agents on the basis of first-in-first-out.

To enable the agent to instead selectively retrieve ("pull") email messages from his or her email queues, select Activate pulling e-mail.

Activate call monitoring

Enable This agent is supervisor, then select Activate call monitoring to enable call monitoring for an Agent Supervisor.

For more information about call monitoring, see Specifying Supervisor Rights to an Agent, on page 1.

Activate Status-Change Coding

If your Virtual Contact Center includes Status Change Coding, select Activate Status Change Coding to apply a status code when the agent changes his or her status.

For more information about defining status codes for your tenant, see Status Codes Overview, on page 1.

Activate Collaborate

To enable the Agent to use the Collaborate feature to connect to customer computers for purposes of providing hands-on assistance, select Activate Collaborate.

Restrict report privileges

To restrict the data a Supervisor sees in historical reports to the groups and queues the Supervisor monitors, or is a member of.

Disable Option Menu

 

If enabled, disables Option menu from the Agent Console control panel during an interaction.

 


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