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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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Initial Connection Status -

Depending on the

By default, your login status

you select, you may

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)

    Initial

    Status dropdown - Click to

    select

    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 - Click to accept calls via a traditional phone.

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  • (E) Phone Number - Enter the phone number (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 Contact Center set-up.
  • (F) Connect - Click to become a connected Agent.
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Connect via Computer - 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 - Your management team will let you know if this is your connection method.

  • (I) Connect via VoIP Phone - Click to accept calls if your

    sip

    SIP address is configured through CallPotential.

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

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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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