Becoming an Active Agent

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The purpose of this guide is to explain how, after signing in, Agents can connect to CallPotential by one of three options, traditional or SIP phone or through a computer connection. For more information on Agent status options once connected to CallPotential, please click here.

Note

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

Call Bar - After initially signing into CallPotential, the Call Bar will appear grey indicating you are offline and still need to connect as an Agent. Your management team will let you know your connection method. Each connection method is described below in detail.

(A) Call Bar - Click to access your options and select (B) Connect to choose the connection method your organization uses to connect to CallPotential.

Initial Connection Status - Once connected, your status will be set to Ready by default unless you specify another option. If you will not be immediately ready to accept calls upon connecting, select from the other, non-active options such as Break. This will prevent you from immediately being presented calls.

(C) Status - Click the dropdown to change your initial connection status. Note: Your options may differ from this example since status options are customized by your management team.

Connection Options - Your management team will let you know your specific connection method.

Via Phone

(D) Connect via Phone - Click to accept calls via a traditional phone.

(E) Phone Number - Enter the phone number (digits only) of the line you will be using to answer calls. Note: 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 process.
(F) Validate & Connect - Click to view a validation code that you can use to confirm you are using the correct number. The system will then automatically ring the phone number you entered.

(G) Enter Code - Answer the phone and enter the code that appears next to Validate & Connect.

(H) Connect - After entering the code into your phone, a green checkmark will appear and Connect will turn green. Click to connect as an Agent to the system.

Via Computer

(I) Connect via Computer - Click to accept calls through your computer. Note: You must have a working headset to accept calls via computer.
(J) Connect - After selecting this connection option, Connect will become enabled and turn green. Click to connect as an Agent to the system.

Via SIP Connection

(K) Connect via SIP - Click to accept calls if your SIP address is configured through CallPotential.

(L) Select - This option requires you to select an available SIP connection. Click the dropdown to see your options and select your extension. SIP connections can be added in system configuration.
(M) Connect - Once you've selected an extension, this will become enabled and turn green. Click to connect as an Agent.