User Guide

Contents
■ Introduction 5
What’s New in This Version 5
Hardware and Software Environment 5
■ IP Phone Agent Feature Levels 6
Language Support 6
■ The IP Phone Agent Screen 7
Soft Keys 7
Choosing Menu Options 7
■ Logging In 8
Forcing a Login 10
■ Skill Statistics 11
Refresh Rate 12
■ Caller Data 13
■ Agent States 14
Changing Your Agent State 15
Changing Your State While on a Call 16
■ Reason Codes 17
■ Wrap-Up Data 18
■ Agent-Initiated Recording 19
■ Supervisor Intervention 21
Monitoring/Recording Notification 21
■ Logging Out 22
■ Fault Tolerance 23
Redundancy 23
Failover 23