When a conversation is delivered to you, it rings, and a notification window offers it to you. If you do not accept it within the signaling time, it goes back to the queue and on to the next agent.
The notification window
The window appears for every conversation that rings for you — call, voicemail, email, fax, chat or a playback call — even for a private call to your extension. It always stays on top, and there is only ever one.
- The heading names the channel, such as Call or Email.
- Below it is the attached data of the conversation, for example the caller’s name and phone number or the data the flow has determined.
- On the left is the red button for rejecting, on the right the green one for accepting.
The window closes by itself as soon as the conversation is accepted, ended or assigned to another agent — even if you accept a call on the phone instead of in the Agent.
Accepting
You accept a conversation
- with the green button in the notification window,
- with Accept in the ribbon or
- with the Accept Conversation keyboard shortcut.
You can only accept a call in the Agent if a microphone and speaker are set up — see Devices. If they are missing, the button stays locked, and the window points this out once per session.
Rejecting
The red button or Esc rejects the conversation; it goes to another agent. If you reject several conversations in a row or let them ring, myContactCenter can put you into an activity or log you off — see Automatic changes.
Where the window appears
Move the notification window to a place that suits you. The Agent remembers the position on this computer and opens the window there again next time. If the screen it was last on is no longer connected, it appears in the usual place.
If the main window is also to come to the front for a new conversation, turn on Show agent on signaled conversation — under Settings › Special settings.
Automatic acceptance
Two settings save you from accepting:
| Setting | Effect |
|---|---|
| Force feed conversations | Incoming calls and voicemails are put through to you immediately, without a ringtone. You still accept emails, faxes and chats yourself. |
| Accept manual calls automatically | Conversations you started yourself or picked from the list, and listening to recordings and voicemails, are accepted without notification. The setting is turned on initially. |
You find both under Settings › Special settings. Your profile determines whether you may change automatic acceptance yourself; otherwise the profile’s default applies. An email, a fax or a chat that you pick from the list yourself is always connected by the Agent immediately.
Turning off the notification window
If you want to work without the notification window, turn off Show notification popup under Settings › Special settings — provided your profile allows Changes to notifications. The conversation then only rings, and you accept it in the ribbon or with the keyboard shortcut.
Ringtones
Each channel has its own ringtone. It plays in a loop on the Ringing device until you accept or the conversation moves on. If no ringing device is selected, it rings through the Windows default device. You choose the tones for email, fax, chat and call under Settings › Signaling, the device under Settings › Devices.
What happens next
The pages on the individual channels describe what you do with an accepted conversation:
What happens after a conversation ends is described in Finishing conversations.