Mobile Agent Login

The Mobile Agent option, when enabled, allows you to use your mobile phones with the same capabilities as an agent in your call centre who uses a Cisco IP Phone.

When this option is enabled, you can select the following types of delivery modes to be used for the call.

• Call by Call - In this mode, your phone is dialed for each incoming call. When the call ends, the phone is disconnected before being made ready for the next call.

• Nailed Connection - In this mode, you will be called at login time and the line stays connected throughout multiple customer calls.

Note:

For mobile agents, you must enter the CTI port in the Extension field. This CTI port acts as a proxy for your mobile phone and caller phone.

You are logged in to the Agent Desktop once you answer the call and will remain logged in for various customer calls.

Once you login, the following page is displayed.

Once you are in the Ready state, you receive a call in your mobile. The state changes to Reserved and a message is displayed to answer the call from your phone.

You can only disconnect the call from your mobile. Once you disconnect the call from mobile, you are Logged Out of Agent Desktop. You will receive a new call on your mobile for every incoming call / Inbound Call.