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RETURN TO THE MAIN SUPPORT PAGE


Note

Italicized terms represent clickable icons on the specific screen being discussed.

Call Bar -

 Upon

After initially logging into CallPotential, the Call Bar

will

may be grey indicating you still need to connect as an Agent. Your management team will let you know your connection method. Detailed instructions are listed below for the connection option you chose.

  • (A) Call Bar dropdown - Click to access the dropdown.
  • (B) Connect - Click to access your connection options. 

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Connect via Phone - After connecting via phone, you will
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Initial Connection Status - By default, your login status will be set as Ready. If you will not be immediately ready to

make and take calls

accept calls upon connecting, than select another option from the dropdown. Login status options are customized by your management.

  • (C) Status dropdown - Click to change your initial connection status.

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Connect via Phone - Your management team will let you know if this is your connection method.

  • (D) Connect via Phone -

    Choose the connect by phone option

    Click to accept calls via a traditional phone.

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  • (DE) Phone Number - Enter the phone number you wish to use to receive calls.(E(digits only) of the line you will be using to answer calls. You may need to confirm this number with your management team as additional numbers may have been configured on your phone line as part of the Contact Center set-up.
  • (F) Connect - Click to become a connected Agent.
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Connect via Computer -

Depending on the login status you select, you may be immediately ready to make and take calls. Login options are customized by your management.
  • (F) Computer - Click the connect by computer option.

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  • (G) Initial Status dropdown - Click to select your initial connection status.

    •  Your management team will let you know if this is your connection method.

    • (G) Connect via Computer - Click to accept calls through your computer. You must have a working headset to accept calls via computer.

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    • (H) Connect - Click to connect as an Agent.

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    Connect via VoIP Phone -

    You will be immediately ready to make and take calls

     Your management team will let you know if this is your connection method.

    • (I) Connect via VoIP Phone - Click

      the connect by VoIP phone option.
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    • to accept calls if your SIP address is configured through CallPotential. 

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    • (J) Extension dropdown - Click to select the extension you wish to connect with.
    • (K) Connect - Click to connect as an Agent.
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