Before you start using Mobile Agent
Anyone working in the contact centre via CallGuide Mobile Agent requires
- a mobile telephone, with touch screen and Internet connection,
- the web address to the CallGuide Mobile Engine used by your contact centre,
- a user account in Telia CallGuide, with password,
- access functions, area affiliation and skills like the agents answering and making phone calls via CallGuide Agent.
For best choice of telephone and web browser, see the Site Environment Requirements CallGuide Mobile Agent document
When everything above is fixed, you can:
- Log in to and out from the queues and waiting lists you can service. See Queues and waiting lists in Mobile Agent
- Accept calls from IVR queues and colleagues. See Answer call in Mobile Agent
- Make calls you pick from callback waiting lists. See Make a callback in Mobile Agent
- See and call your earlier CallGuide call contacts. See Call from history in Mobile Agent
- Be seen as active by your CallGuide colleagues in their applications.
- Be followed up in the same way as all other agents.
Start by viewing the instructional Mobile Agent films