Agent Login Options
Option 1: Dashboard
- Log in to http://callcenter.virtualpbx.com
- After the page loads, click on Begin Session. This logs your agent into all queues that you are assigned to.
- By default, you enter the queues marked as “Away”
- You can mark yourself ready, away, or end your session here
- Here, you must choose your device(s) that you would be receiving inbound calls on. Without doing so, you may not receive calls properly. This should always be selected the first time you log in to the queues, or whenever you decide to change devices
Option 2: Use Feature Codes on a Registered VoIP Device
- Agent Login *20: To login to your call queue, press *20 then press send on your registered VoIP phone
- Set Agent Ready *21: To change your status to Ready to receive calls, press *21 then press send on your registered VoIP phone
- Set Agent Away *22: To change your status to Away, press *22 then press send on your registered VoIP phone
- Agent Logout *23: To Logout out of your call queue, press *23 then press send on your registered VoIP phone
Option 3: VirtualPBX Web Phone
- Login to your Web Phone at https://webphone.virtualpbx.net/ and click on Begin Session
- Click on Away to open the status dropdown, where you will see the option to make yourself Ready.
- At the end of your shift, click your queue status and select End Session to logout of the queues
Pausing Queues
Agents can pause their calls in a specific queue or multiple queues. Click where it says active and select Pause Queue. This only impacts the specific agents calls in the queue. This allows for staff to focus on priority projects or queues.
Agent Workspace
The Agent Workspace is an optional feature your system admin may have enabled. This will replace the call details panel.
- Click on the Person Icon next to your status to toggle the Agent Workspace
- Click on the Default Answering Device pull-down to select the phone to answer queue calls with
- Click on the Disposition pull-down to select your disposition
- Press Hold to put the caller on hold.
- Click Create Call Notes to enable a text box you can type information about the call into
- Pause call recording
- Hangup the call