Starting the Agent
Start myContactCenter Agent from the icon on the desktop or in the Start menu. The main window appears immediately; until login is complete, the commands are locked and the window shows Please wait for login.
The connection to the server
The Agent finds its server by itself: it asks a registration point — the Dispatcher of your contact center — which server is currently active, and connects to it. If the server fails and a standby server takes over, the Agent switches over automatically.
If the Agent does not know a registration point yet or cannot reach one, the Set registration points dialog opens:
- Under Point 1, enter the name or IP address of the Dispatcher. Point 2 takes a second Dispatcher, if there is one.
- Click OK. The Agent saves the settings and connects.
Your administrator gives you the addresses and can also preset them for all workstations; the dialog then does not appear — see Defaults for all users. You can change the addresses later under Settings › Special settings.
Logging in
The Credentials dialog appears if the Agent has no saved login data or if login has failed.
- Enter your user name under Account name.
- Enter your Password.
- If the Agent should log you in without this dialog from now on, turn on Remember login.
- Click OK or press Enter.
The PBX field shows the phone system you are connected to; you cannot choose another one here. Your extension and the phone system are set in the Administration. Cancel or Esc closes the Agent.
After login, the Agent’s softphone registers with the phone system using your extension. If that fails, the SIP password dialog asks for the password of your phone account. If you have closed it, reopen it by clicking the phone system icon on the left of the title bar.
If login fails
| Message | Meaning |
|---|---|
| Username not correct | The server does not know the user name. If you mistyped it, close the Agent with Cancel and start it again. |
| Password not correct | The password is wrong. After the fifth wrong password in a row, the account is locked (Too many attempts); the administrator can unlock it. |
| Not activated | Your account is locked or has not been activated. |
| No phone number assigned | No extension is assigned to you. |
| Version not supported | Your Agent is too old for the server and must be updated. |
| No license | No license is free at the moment. |
| No actions possible, logoff now. | You are not qualified for any skill or any language. |
In these cases, your administrator can help you.
If you are already logged in on another computer, the session there is ended; a message there says that your user is logging in on another computer. If you are handling a conversation there, the new login is rejected instead.
If the administrator requires a new password, the New password dialog opens after login — see Changing your password.
What happens after login
- Your initial state depends on a server setting. Usually you start in Wrap-up and make yourself available as soon as you are ready; the server can also log you in with an activity or directly as available.
- If call forwarding is switched on for your extension and your profile allows this check, you start in the activity Forwarding. It only ends when you switch off the forwarding on your phone — otherwise you would be offered calls that never reach you.
- No earlier than 20 seconds after login you receive your first conversation.
- Your layout is restored: the arrangement of the modules, window size, zoom and color scheme follow you to every workstation.
Remembering and resetting login data
With Remember login, the Agent stores your user name and password in encrypted form on this computer. At the next start and after every interruption of the connection, it then logs you in without the dialog. Without this setting, only the user name is filled in.
To delete the stored data, choose Settings › Logon management › Reset login data and confirm the prompt. The Agent logs you off and closes; at the next start it asks for everything again.
Changing your password
- Choose Settings › Logon management › New password.
- Enter the new password under New password and repeat it under Password verification.
- Click Save.
The color of the field and a hint show how strong the password is. Save only becomes available from Password medium upwards. For this, the password must meet three of these criteria: at least 4 characters, at least 6 characters, a digit, upper- and lowercase letters, a special character that is not in the first position.
Logging off
You log off by closing the Agent — with the close button of the window, the exit icon on the left of the status bar or the Exit Application shortcut. There is no way to log off and keep the Agent open.
- If you are still handling conversations, the Agent asks: Logoff not possible because a conversation is currently handled. Still logoff?
- Like activities and wrap-up, logging off can be forbidden or require confirmation, for example if too few agents would otherwise be available. Sometimes a supervisor decides. See When permission is required.
- If you sign out of Windows or shut down the computer, the Agent logs you off as well.
Logoff and interruptions from outside
- A supervisor can log you off as long as you are not handling a conversation. Your Agent then closes without further notice.
- An administrator can log you off; you see the reason Logoff by administrator.
- If you do not accept several conversations in a row, you can be logged off automatically — see Automatic changes.
- If the connection to the server is lost, you remain logged in. The Agent reports Server connection lost and reconnects by itself — without a dialog if your login data is saved. The same happens when the computer wakes up from sleep.
- If the connection to the phone system is lost, the Agent reports that as well. Wait until the connection is restored; if the Agent asks for the SIP password, enter it again.