Specifications

Using Agent Toolbar Using the Telephony Window
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2. To view the log properties for a call, select the call from the list and click Call Properties. You can
also add a note about the call. Click OK to close the dialog box.
Information in the Notes field is saved to the Call Log.
3. To delete a call from the log, select the call and click Delete Record.
4. To clear information about all the calls in the log, click Clear.
5. To change the sort order of the calls in the list, click the column header to display the calls in
ascending or descending order.
6. To add to or delete columns from this window, refer to Defining Columns on page 37.
Using the Telephony Window
The Telephony window functions like a telephone keypad, allowing you to perform call handling
operations from your desktop.
This feature is only available if your administration has given you the class of service (COS)
permission Telephone Manager.
Complete the following steps to use the Telephony window:
1. From the Agent Toolbar, click Telephony. The Telephony window appears, with the Telephony tab
displayed by default.
2. Click on appropriate tab:
 Telephony — Displays the dial pad and nine buttons that can be customized with specific
functions. The Telephony tab can be renamed but it cannot be deleted.
 Windows — Contains 20 buttons that can be assigned with specific functions.
3. To make a call, from the Telephony tab, click the dial pad buttons for the number and click Call.
4. To execute a function, click on the appropriate button.
5. Close the Telephony window.
Additional tabs can be added to the Telephony window, and buttons can be programmed with
specific functions. Refer to Personalizing the Telephony Window on page 35 for details.
Viewing Messages in the Agent Board
The Agent Board is used by supervisors to send you information instantly or as needed. You must be
in a logged in state to use the Agent Board.