OCCP Agent Portal (in detail)

Main screen.

Note: Extension Window: Your own extensions, in this example 8000, will always be located on the top left corner, all other extensions within your group/campaign will be shown in the extension window as well.

The main screen shown a number of windows, you can move the windows around by click on the Screen Shot 2017-08-01 at 12.46.40 PM.png and drag the screen to your preferred location, you can lock the window at its location by clicking on the lock icon. You can resize the window by dragging the resize icon at the right bottom corner.

Top toolbar

The anatomy of the toolbar is;

Dial, this ICON you click to make a (internal) call, see “Make Call, Manually with CALL Icon” for more details.

Blind / Cold transfer, see “Blind / Cold transfer” for more details (*1)

Attended / Warm transfer, see “Attended / Warm transfer” for more details (*1)

Transfer to Mailbox, see “Transfer to Mailbox” for more details (*1)

Pickup, see “Pickup Incoming Call” for more details

Hangup, see “Call Hangup” for more details.

3 Way conference, see “Conference Call, invite internal extension / agent” or "Conference Call, invite external participants" for more details.

Screen Shot 2017-08-01 at 12.55.01 PM.png

This option is not applicable in the Agent Portal

Screen Shot 2017-08-01 at 12.55.07 PM.png

Key in the number you want to dial and press your keyboard <enter> key. Your Agent extension will ring, after pickup the system will call the number you entered.

Screen Shot 2017-08-01 at 12.55.12 PM.png

Your Agent UNPAUSE/PAUSE status, see "Types and description Pause/AUX codes" for more details.

Screen Shot 2017-08-01 at 12.59.23 PM.png

When clicking it will show a dial pad, key in the number you want to call and click send. Your Agent extension will ring, after pickup the system will call the number you entered.

Screen Shot 2017-08-01 at 1.01.10 PM.png

When clicking it will show a pull-down menu with the option to set personal preferences, change password or logout.

(*1) These options are only available if you have enabled “transfer calls” within your call centre agents and supervisors.

Note: Some options might not be available for certain Agents.

Extensions Window (Extension Status)

On the TOP LEFT it will show your Supervisor extension, other extensions you in your group will also be shown here with their respective status. There are 3 type of status, namely;-

Screen Shot 2017-08-01 at 1.04.13 PM.png

Bright Green, Your extension is active and connected to the call centre

Screen Shot 2017-08-01 at 1.04.30 PM.png

Orange, Your extension is engaged

Screen Shot 2017-08-01 at 1.06.09 PM.png

Grey out Green, Your extension is INACTIVE and the system is not connected to the Agent extension. Inform IT Support.

Extensions Buttons (for your and your groups extensions)

fop2-button.png

  1. Presence Icon

This icon indicates the presence state for the extension. A green circle means the extension is not in a call. A little card icon indicates the extension is in Pause. If you mouse over the icon a tooltip with the custom presence text will appear.

  1. Button Label

This is the Agent extension label

  1. Information Icon

This icon will show if the extension is paused showing a clock (for queue members). Mouse over it to show more information e.g. Pause reason

  1. Voicemail Icon

If there is voicemail waiting or stored for the extension, it will appear an envelope. The number of messages can be read in the tooltip when you mouse over it. -only visible when extension has voicemail enabled- 

  1. Line Activity Icon

The handset icon will indicate if the line is ringing, it is engaged in an outgoing call (right arrow), and incoming call (left arrow), or held (hourglass)

  1. Line CallerID

If available, it will show CallerID name and number.

  1. Line Time

The timer for the current call.

Queue Window

This window will show the Agent status in the queue(s)

Screen Shot 2017-08-03 at 12.57.12 AM.png

The Agent status icon in the queue might be:

Screen Shot 2017-08-01 at 1.20.55 PM.png

Note: In above screen capture agent 8115 & 8005 have status ready

Calls Waiting

This window will show how many calls are waiting (if at all) in which queue and for how long.

Screen Shot 2017-08-01 at 1.29.50 PM.png

Extensions in Use

This window will show how many extensions/agents are on a call/engaged.

WebRTC (Clientless, In-browser) Phone

If you are using the WebRTC phone feature there will be a clientless in-browser phone available for you to make and receive calls.

NOTE: When your Call Centre setup comes with AstiosUC or any other SIP client the WebRTC will not be available, you will have to use the AstiosUC or other SIP client to handle calls.

Change Password.

Screen Shot 2017-08-01 at 1.01.10 PM.png

Click on the Top Toolbar User icon, a pulldown menu will appear with option change password, click change password and follow the instructions as per the pop-up window



Article ID: 5
Last updated: 25 Mar, 2021
Revision: 4
OCCP Agent Portal -> OCCP Agent Portal (in detail)
https://kb.astiostech.com//occp-agent-portal-(in-detail)_5.html