Sometimes, you might to switch an active agent to a Telagent. The Switch to Telagent button found in the Monitoring page can help supervisors quickly make this switch.

current agent status

This button can be used as a disaster recovery mechanism. For example, if any agents are suddenly experiencing an Internet outage, they can quickly be switched to stand-alone Telagents.

To switch an active agent to a Telagent:

  1. Navigate to the Monitoring page by selecting Analysis > Monitoring.
  2. Scroll down to the Current Agent Status section.
  3. Select the check box to the left of any agent you want to switch, and then click Switch to Telagent. A confirmation window appears.

confirmation window

Note: if you are affected by the same outage and cannot find an Internet connection or smartphone, call Support or have your agents switched remotely. When service has been restored, your agents can sign into the CCA to resume operations normally.