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ContactPad has four panels that show information relevant to you and your calls:
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The home tab contains:
- Your name and agent ID: Bob (110)
- The callback numbers available for outbound presentation—available if enabled for your account: Sales Line
- Your current telephone number—available if enabled for your account.
- Your call handling skill groups: 1, 2, 3, 4, 5
- The Log Out button. Click Log Out to log out from ContactPad.
- The Settings button.
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The information panel contains:
Direction of the current call, if currently on a call, or the previous call: LAST CALL - INBOUND
The name of the telephone line the caller has dialed—available for inbound calls only.
The name of the queue the call has come from—available for inbound calls only.
The time that the caller waited in a queue—available if enabled for your account.
The caller's telephone number.
The telephone number that the caller dialed.
At the bottom of ContactPad, two buttons appear:
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If you are using ContactPad in Salesforce, you have an additional feature in the information panel. For more information, see Logging in to and out of ContactPad in Salesforce.
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The message panel is where any messages for you are displayed. These messages are typically about call failures—either when we cannot contact your phone, or we cannot connect to the number you are trying to call.
New messages appear at the top of the list.
To remove individual messages when you have read them, click the X button next to each message. To remove all the messages click Delete All Messages.
The number of messages appears in the panel's tab for quick reference.
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The queue information panel displays the number of calls waiting in the queues you are serving, based on your groups. The number also appears in the panel's tab for quick reference.
If you are using skills based routing, the number includes calls that you can answer because you have all the mandatory skills, and calls that are in your personal queue (as well as sharing a service group). The number does not include calls that you could answer only because a mandatory skill has expired, or because the personal queue has expired.
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If you are using Unite, the Parked Interactions panel appears when you click Show parked interactions in the Queue panel. The Parked Interactions panel displays the interactions that you have parked, or have been auto-parked on your behalf. Each parked interaction displays a link to the associated case and its source. A Retrieve button appears alongside the case number. Click Retrieve to unpark the interaction and assign it to you as your current work item. The Retrieve button is only available when you are in a Ready, Ready for Outbound or Wrap Up state.
The Show queue button appears. Click Show queue to switch to the Queue panel.
You the contents of those panels, see Overview of ContactPad.
When you have logged in you can perform one of three standard actions:
Change State
- put Put yourself in an appropriate offline state, to continue working without receiving further inbound calls from queues or colleagues. For information on changing your state, see Changing states in ContactPad.
Make Call
- put Put yourself in an offline state to make an outbound call. for information about making outbound calls, see Making an outbound calland receiving calls in ContactPad.
Log out
terminate Terminate your current session and logout of the ContactPad.
Info You must log out of ContactPad when you go home or finish your call center shift. Simply closing the web browser, or logging out of Salesforce, does not log you out of the call center, and calls continue to route to your telephone even if you're away from your desk.