Contact Center Agent User Guide
Table of Contents
Logging In and Out of CC Client 2
Go Ready (To Begin Taking Calls) 6
Answer/Accept Queued Contact 7
Supervised (Blind) Transfer 10
Page 1 of 13
About This Guide
As a contact center agent, here are step-by-step instructions of most of the standard, customer-facing tasks you’ll do within CoreNexa Contact Center.
Tip: For best results, please operate our product from a Chrome browser.
Logging In and Out of CC Client
- Login
- Enter your Username and Password
- Click Sign In
- Logout
- Click your Agent ID in the upper right corner
- Click Logout
Changing Your Password
1. Click your Agent ID in the upper right corner
2. Click Settings
- Click User to expand
- Scroll down and click Change Password
Change Soft Phone Icons
1. Click your Agent ID in the upper right corner 2. Click Settings
3. Click Advanced settings to expand
4. Scroll down to the Toolbar (Text-Only) section
5. Check the box to Hide icons and display text-only toolbar buttons
6. Uncheck the box to change back to icons
Nail Up Your Deskphone
This is for agents who have the red lock in their toolbar to use with a desk phone.
1. Option #1 - Call Into CC from Deskphone
- From your deskphone dial “Nail Up Ext”
i. Ask your supervisor for this number
- Enter your CC agent ID followed by the pound sign (this can be found in the upper right corner of your toolbar)
- In your agent screen the Red Lock will change to Green Lock
● Note: If you hang up the deskphone you will need to repeat the above steps
2. Option #2 - Call Your Deskphone from CC
- Click the Red Lock Button in your Toolbar
- Enter your extension (if not already populated)
c. Click Call Me
d. Answer your phone and you will be connected
● Note: If you hang up the deskphone you will need to repeat the above steps
Go Ready (To Begin Taking Calls)
1. Click Go Ready
● Note: If your Nailed Up lock is red, you will not be able to click Go Ready. Follow the steps above to Nail Up your deskphone.
Do Not Disturb (Off Duty)
1. Go into a Do Not Disturb Status
- Depending on your display click the Coffee Icon or the DND button
- Choose a DND Message
2. Go back to a Ready Status
- Click DND Off
- You may need to click DND in the toolbar and then DND Off
Answer/Accept Queued Contact
When you have been assigned a queued contact (inbound call, sms, web chat, or email) you will be alerted in the upper right corner.
- If it is a incoming phone call, click Answer
- If it is a callback, message (call back with a message), SMS, web chat, or email click Accept
Note: Clicking accept for “New MESSAGE” will first play the message the caller left and then initiate the callback.
Disposition Queued Contact
Once you have finished an inbound call, SMS, web chat, or email you have to choose a disposition before going back to a ready status
1. Click the Select Disposition drop down
2. Select your disposition
3. Click Save Disposition
Conference Call
- While on an active call click the Conference button
- Enter the number or extension you want to conference in
Note: You do not need to place your first call on hold. The system will automatically do this for you
- Click Dial
- When you are ready to merge the calls, click Complete Conf
- Once the calls have been merged you will have options on how to end the conference
- Leave Conference - Click Leave Conference if you want to keep the bridge open for the other callers
- End Conference - Click End Conference to end the call for everyone
- Remove one caller - Click the red x next to the number that you want to remove from the conference
Transfer a Call
If you need to transfer a call, identify if you want to do an unsupervised (blind) or supervised (warm) transfer.
Supervised (Blind) Transfer
- Click the transfer button in the toolbar to pop open the transfer options
- Set the Supervised toggle to NO
- Plug in the number you want to transfer too in the text box
- Click Xfer
Supervised (Warm) Transfer
- Click the transfer button in the toolbar to pop open the transfer options
- Set the Supervised toggle to YES
- Plug in the number you want to transfer too in the text box 4. Click Xfer
- If the person says they can accept the call, click Complete Xfer
- If the person says they can‘t accept the call, click Recall
- If you clicked Recall, click the hold button to resume the initial call
Requeue a Call
If you need to transfer a call into a queue that you are not a part of, use the smart transfer widget.
- In the Smart Transfer widget, make sure the Supervised Toggle is set to No
- In the Select Queue dropdown, choose the queue you want to transfer the call to
- Click the Requeue button
