As an administrator you can create further agent status values. To create a new agent status, access in the main menu and click on in the toolbar. Provide the following information:
Status | The name of the ACD agent status value | Status (short) | A short name for the status value (is used when space is reduced, for example in agent home) | Settable by Agent | Whether agents and supervisors can set this status themselves. | Logged-In | Agents with this status are logged into the ACD. | In Location | Agents with this status are present and in the mani location of work. | Pause | Agents with this status are currently on a break. | Calls | Agents with this status receive incoming calls. | Post Call | The agent is completing post call work. | Voice Mail | Agents with this status receive voice mails as media events. | Outbound | Agents in this status are ready to receive calls for an outbound campaign. | Fax | Agents with this status receive incoming faxes as media events. | Callback | Agents with this status receive callback requests as media events. | SMS | Agents with this status receive SMS as media events. | Distribute During Call | If media events are also distributed when the agent is on a call. |
Font Colour | The colour used for the font. Enter a 6 digit hey value (RGB), preceeded by a #. Examples: #FFFFFF — white. #000000 — black. #FF0000 — red. #00FF00 — green. #0000FF — blue. You can also use names when selecting colours (without a # prefix). See also the following URL: http://www.w3schools.com/html/html_colornames.asp | Background Colour | The status background colour See the description for the font colour. | DTMF-Input | In order that agents can change status over the telephone, a DTMF key must be assigned to the status. This key is then used when choosing the status using the telephone menu. | Prompt File | Choose a voice prompt which should be played for this status. This file is used in the telephone menu to prompt for this status in the menu, and also when the agent is logged in with this status. If no file is provided there, then agents will not hear what status they currently have over the telephone. |
After entry click on . You will return to the overview table of the agent status values.
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