Agents will have the ability to select their voice connection upon logging into Agent.
The following are the voice connection options:
- Phone number which will be the agents direct dial phone number where they would like to receive the call
- Integrated Softphone which allows agents to make clear, web-based voice calls without leaving their browser. It is an alternative to desktop VoIP softphones or hard phones.
How to select the proper voice connection:
- Log into Agent
- Select one of the following Voice Connections and choose Remember Setting if this is the preferred method upon logging in.
- Set Phone Number
- Enter the Phone Number in the open field
- Select Launch
- Set Phone Number
- Integrated Softphone
- Select Launch
If you need to change your phone selection at any time throughout your shift, you will first need to log out of Agent Portal and then log back in. You will then by able to select a different connection option.