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One Net app for call centre agents
This feature is available only on PC and Mac®.
If you are a call centre agent, you can use the One Net app to view and subscribe to queues. Depending on your license, you can also receive call centre calls in your One Net app.
Viewing and joining call centre queues
To view your call centre queues
- Select
. - From the drop-down list at the top, select Services.
Your available queues are listed in the Queues section.
To join a call centre queue
- From the drop-down next to the queue name, select In.
To leave a call centre queue
- From the drop-down next to the queue name, select Out.
Receiving call centre calls
Depending on your license, you can receive your call centre calls in the One Net app. You can select an availability state that indicates if you are ready to receive calls.
|
State |
Description |
|---|---|
| Sign-In | You are logged in as a call centre agent but you are not ready to receive calls. |
| Available | You are ready to receive calls. |
| Unavailable | You won't receive calls. |
| Wrap-Up | You are wrapping up after a call and aren't ready to receive calls. This state is similar to the Unavailable state, but provides a reason for not being able to receive calls. |
| Sign-Out | You are logged out as a call centre agent and can't receive calls. |
To set an availability state
- Select .
- Select Services.
- In the Queues section, from the drop-down, select an availability state.
With the One Net app, you can also answer call centre calls automatically.
To answer call centre calls automatically
- Select .
- Select the drop-down list at the top and select Extensions.
- Select Auto-answer requests and then select Always accept.
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