When you receive an incoming call it will show up in your ShoreWare Agent Toolbar.
The yellow box that is highlighted will show you the number that is calling and the type of call: Operator, Maintenance, or Tech Support.
Answering a Call
You can answer the phone by either picking up the receiver, pushing the headset button (if you're using a headset), or click the Answer Call button on your ShoreWare Agent Toolbar.
When you need to transfer someone who has called place the call on Hold:
To do a cold transfer:
- Press the Single Step Transfer button
- Enter the extension
- Click OK.
To do a hot transfer:
- Press the Start Transfer button.
- Enter the extension.
- Click OK.
- Relay the information to the person on the other end.
- Press the Complete Transfer button.
When a call has ended, select the Clipboard icon to select the necessary WrapUp Code.
The WrapUp Codes will help keep track of what kind of calls are coming in:
111 - Ticket Open: The call you just received needed a ticket opened, and will need further attention. (i.e. caller has a computer problem to report/maintenance ticket)
112 - Ticket Resolved: The call you just received needed a ticket opened, but has been solved. (i.e. sending the caller the link to an answer in the forum)
122 - No Ticket Resolved: No ticket was submitted, but the issue has been resolved. (i.e. transferring calls)