When the Agent Taskbar does not change to the "On Call" bar after accepting a call
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1. The Agent Task Bar
The Agent Task Bar is located at the top center of your Agent Interface. From this bar, you will perform all of your daily agent functions. The "Off Call" Bar looks like this, with a magnifying glass (search button), + Symbol (new lead button), Phone (Call Location button), and the Status button (Red meaning active, green meaning inactive).
NOTE: This is the bar that you should see when you ARE NOT ON a call!
2. Call comes in, "On Call" Bar
When a call comes in and you click accept, the "On Call" bar will replace the "Off Call" bar. This bar has a phone with a horizontal arrow coming (transfer button), three people (conference button), a microphone (mute button), and a phone with a vertical arrow (hang up button).
NOTE: This is the bar you should see when you ARE ON a call!
3. Answered Call
After you answer, you should see the "On Call" bar. If you still see the "Off Call" bar (depicted above), then you know you have an issue. From here, you could take the following steps to troubleshoot the problem:
a. First, Refresh the Connection: You can refresh the connection by logging out, closing out of the browser, re-launching, and re-logging back in.
b. If this does not work, reach out to support so we can troubleshoot your problem further ("Chat Now" button or call 877-5552-2557)