The Telagent feature allows a user to receive queued calls without signing into the CCA. A supervisor can log on a user as a Telagent from the Monitoring page.

To log a user on as a Telagent:

  1. Navigate to the Monitoring page by selecting Analysis > Monitoring.
  2. Scroll down to the Current Agent Status section.
  3. Click Log Telagent In.
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  4. Use the User Name drop-down menu to select the user and enter the number where they can be reached in the Phone Ext field.
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  5. Click OK.