1. Log in to the agent desktop.
2. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list.
3. When you get an inbound call, you are moved to the in Call state with a beep sound (call connect tone).
4. When a call is connected, you receive a screen pop similar to the one below. The agent desktop displays your status, the service to which you are assigned, the caller information, a call control dashboard and a list of termination codes.
   

Receiving an Inbound Call with Call Acceptance

1. Log in to the agent desktop.
2. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list.
3. When you get an inbound call, you are moved to the in Call state with a beep sound (call connect tone).
4. When a call is connected, you receive a screen pop similar to the one below. The agent desktop displays your status, the service to which you are assigned, the caller information, a call control dashboard and a list of termination codes.
   

Receiving an Inbound Call with Call Acceptance

1. Log in to the agent desktop.
2. Place yourself in the Ready state by selecting the Ready option from the top left drop-down list.
3. When you get a call, you hear the phone ring and the following screen appears:
   
4. Click the Accept button to receive the call.
   
   Delete

   Note

   • If you click the Reject button, the system places you into the Not Ready state while the call goes back to the queue.
   • If you do not take any action within a certain amount of time (check with your manager to confirm the timeout value), the call goes back to the queue and you are placed into the Not Ready state.
5. When a call is connected, you receive a screen pop similar to the one below. The agent desktop displays your status, the service to which you are assigned, the caller information, a call control dashboard and a list of termination codes.