My Status
The My Status view provides a universal status monitor in the Main View.
Place the mouse pointer over the Ready Status icon to view your status summary.
Ready Status
Click the Ready Status icon to open your status menu.
Select your status from the menu. Status choices include Ready, Not Ready, Not Ready with a reason (such as Lunch Break), and After Call Work.
Manage Your Status
You can manage your Status in two places in the Main Window:
Ready Status Menu
The title bar of the Main Window displays your ready status icon and your login status, and provides a button that enables you to log out.
Click the Ready Status icon (see figure) on the left-hand side of the Main Window title bar to open your ready status menu.
Place the mouse pointer over the Ready Status icon to view your status summary.
The status summary includes your login name, Place, channels, and channel status.
If you are logged in to more than one channel, detailed status for each channel is displayed; otherwise, only your Ready state is displayed.
Your Ready status is also displayed in the My Channels tab of the Main Window. You can manage your status and forward interactions from the My Channels tab.
Not Ready Status
When you are handling an interaction, the system interrupts the display of the amount of time that you are in the current state.
If, while you are handling an interaction for a given channel, you set your status to either Not Ready, Not Ready - <reason>, or After Call Work (ACW) the system does not display the amount of time that you are in that state until the interaction is complete. This feature enables your break or ACW time to be displayed according to recorded statistics.
Inactivity Timeout
Inactivity Timeout is a security feature that locks the Interaction Workspace windows on your workstation if you do not use your mouse or keyboard for a period of time that is defined by your administrator. You must authenticate to reactivate Interaction Workspace.
My Channels Tab
Use the My Channels tab to view and modify which interaction channels you are using. If you are using the Gadget, this information is available from the My Channels view.
Right-click a channel in either the Status column or the Forward column, to open the Action menu for that channel and column. Use the Action menu to perform the following actions:
- Change your Ready status on a channel
- Log on to or log off from a channel
- Turn on/off your Do Not Disturb status
- Forward calls that are directed to your extension to another extension on the voice switch/channel
Forwarding Calls
To forward calls to a different extension, on the selected media channel, in the Forward column, click No Active Forward and click Forward.
This action opens the Forward dialog box. Enter the extension to which you want to forward your calls and click Apply. Click Cancel to return to the My Channels tab without forwarding your calls.
If you have an active forward set and you want to disable it, on the selected media channel, in the Forward column, click Forwarded to <number>, and select Cancel Forward to <number>.
In the Cancel Forward dialog box, Click Yes to cancel the forward. To keep the forward active, click No; this removes the active forward and changes the Forward status to No Active Forward.