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Appendix
A31003-P3010-U106-16-7619, 03/2014
86 myAgent, User Guide
Notes on Using myAgent and UC Suite Clients Simultaneously
Related Topics
13.2 Notes on Using myAgent and UC Suite Clients Simultaneously
When myAgent and other UC Suite clients are used simultaneously via one UC
Suite user account, the possibility of mutual interactions cannot be excluded.
The term myPortal is used generically in this section to represent myPortal for
Desktop, myPortal for Outlook, myPortal for Mobile, myPortal to go and myPortal
for OpenStage.
Examples of mutual interactions:
Changing the presence status via myPortal
The examples apply to the default Voicemail setting for all call forwarding
destinations.
myAgent: Agent is logged on.
myPortal: The automatic reset of the presence status to Office is disabled.
Changing the presence status via myPortal causes the agent to be
immediately logged out of the queue(s). After the agent logs off via
myAgent, the presence status in myPortal is reset to Office.
A change in the agent status via myAgent (e.g., to Break) is registered by
myPortal, but this does not apply to Log in, Log out and Wrap up.
myAgent: Agent is logged on.
myPortal: The automatic reset of the presence status to Office is enabled.
If the agent changes his or her status via myAgent to Break, he or she will
be automatically available again after the break time has expired.
A change of the presence status via myPortal to Break causes the agent
to be immediately logged out of the queue(s).
myAgent: Agent is logged on.
A change of the presence status via myPortal to Do Not Disturb causes
the agent to be immediately logged out of the queue(s).
Outbound Calls via myPortal
The presence status of the subscriber is visible via myAgent.
The calls appear only in the journal of myPortal. No transfer to the statistics
of the Contact Center occurs, since these are not Contact Center calls.
Save fax as file or send by e-mail X X
Save e-mail as EML file or send
as EML file by e-mail.
–XX
Call monitoring (country
dependent)
–XX
How to Override a Call X X
Accept a request for assistance X X
Create reports X X
Open WBM X X
myAgent:
Activity
Authorization level (class of service)
Agent Supervisor Administrator
86


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