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You can only make a call to or consult with an agent who is in Available now or Interruptible status. For more information, see Extended agent presence (calls).
Perform one of the following steps to find the agent you want to call or consult:

• Scroll down the list of agent, queue, service names and agent groups and interaction plan names using the arrow keys or mouse. Press Return, or click the name, to select the appropriate name.
• In the Search field, to filter the list, type part or all of the name of the agent you want to call or consult. Use the arrow keys or mouse to scroll down the filtered list to the agent. If the name is unique, it is selected automatically. Press Return, or click, to select the appropriate name.
• In the Search field, to filter the list, type part or all of the name of the short code you want to call or consult. Use the arrow keys or mouse to scroll down the filtered list to the short code name. If the name is unique, it is selected automatically. Press Return, or click, to select the appropriate short code.

• In the Search field, type the telephone number of the person you want to call or consult.

  Note
  A No matches found message appears when you type a telephone number. Ignore this message when making a call to or consulting a telephone number.

  In the Search field, to filter the list to include agent groups only, type '@' followed by part or all of the name of the group. Use the arrow keys or mouse to scroll down the filtered list to the group. Press Return, or click, to select group and display agent names from that group. 
  

  Note
  Typing '@' in the Search field removes everything other than groups in the list.