Connecting to the Call Center
- Mike Elberts (Unlicensed)
- Derek Mannino (Unlicensed)
How to connect to the Agent Dashboard
Table of Contents
1. Log in to WebApp
First, in order to connect to the call center as an Agent, you will have to log into the WebApp with your agent credentials. These will be provided to you by support or your District Manager/Administrator. If you have lost your log in credentials, please contact support at 877-552-2557 or support@callpotential.com
2. Connection Type
After you log in, you will be prompted to Connected Via Phone or Connect Via Computer. If you are going to be taking call center calls on your office phone, you will want to Connect Via Phone. If you have a headset and are supposed to be taking call center calls through your computer, select Connect Via Computer.
If you are Connecting Via Phone, go to step 3.
If you are Connecting Via Computer click the computer icon and go to step 4.
3. Connect Via Phone
After you select Connect Via Phone, you are going to want to type in the phone number that you want your calls to ring to. This will have to be the actual line number, not any tracking numbers with IVR systems (press 1 to do this, press 2 to do this, etc..), as our system will not be able to navigate through them. You will also have the ability to ring to a specific extension. After entering the phone number, click "Validate" and a 3-digit code wills how up on the screen, and your phone will ring. Just answer your phone and enter that code, and you will be connected to the agent interface.
NOTE: In addition to connecting with a regular phone, you will also be able to connect via a VoIP Extension. After entering the phone number or to a VoIP Extension. In order to connect through the VoIP extension, the administrator on your account will first have to set it up, and then you can select it off the "VoIP Extension" dropdown below. Then, just click Connect (while following the same steps for validation as listed above) and you will be brought to the agent interface.
4. Agent Dashboard
After you are connected by either the computer or the phone, you will be brought to the agent dashboard. Here you will be able to see all active/inactive agents, the queues that you are in, the agent task bar, and some call statistics. As long as you are in this screen and your name is highlighted in green then you are all set up and ready to start taking calls!