Setting Your Status

To notify the Emplifi Agent Interaction system and other users of your availability, set your status on the Emplifi Agent Interaction panel. Your status indicates whether you are available to take phone calls or if you are working on another task. It is important to keep your status as current as possible.

When you are signed in, the Emplifi Agent Interaction widget shows as green (available) or red (unavailable / do not disturb).

To change your status, use one of the following methods:

• Select an option from the Status drop-down list on the Interaction panel.

  

  The actual status names are determined by your system administrator and may not match the examples given above.

• Log on to your voice mail and change the status through the voice mail menus. This is useful when you are out of the office.

• Additionally, your system administrator can change your status.

Automatic Statuses

Depending on your configuration, certain status values may be set by the Emplifi Agent Interaction system in response to certain events. For example, if the system tries to route you an ACD call but you fail to answer, the system resets your status to "Agent Not Answering." This would keep the system from trying to route you to any additional calls until you manually reset your status.

Also, after completing a phone call, the system may set you to a temporary status such as "Follow-up Work" before returning you to the "Available" status.