Start Farlon Agent Desktop by double-clicking its icon on your desktop
If the icon is missing choose the Windows Start button and then start typing “Farlon Agent Desktop”. When the program icon shows, double-click the icon to open the Farlon Agent Desktop’s Login window
Log in
You must log into the system to manage incoming calls
Choose Phone tab > Log In
or press the shortcut Ctrl+F5
The Login window appears
Log in window
Enter your Agent ID, Password and the Instrument number you received from your system administrator. If your firm has more than one switch than you need to enter the switch number and select Connect to
Logging into the system informs your colleagues and the system that you are present
Log Out
You must log out to exit Farlon Agent Desktop
Choose Phone tab > Log out
or press the shortcut Ctrl+F5
Make a Call
To make a call your status must be Not Ready - see below
Choose Phone tab >Make Call button
or press the shortcut F7
Dial window appears
Dial Window
Type the desired number on the keyboard and click Call or press keyboard shortcut Enter
The call state will change to Initiated in the Call List. The call state will change to Talking when the call is answered. The call state will change to Failed if the recipient does not answer
NOTE: The Agent state bar changes color only when you are managing a call from a queue. Your agent state will remain Not Ready when you are calling internally.
End a Call
This option is only active when the agent has a active call
Choose Phone > Drop
or use the keyboard shortcut F8
Make yourself Not Ready
Your status must be Not Ready before you can make a call. Change your status by
Choose Phone tab > Not Ready
or press the shortcut F4. Notice that your Agent State Line will become red
Log Out and Not Ready Reasons
Farlon Agent Desktop can be configured by the system administrator so that you are required to select Log Out and Not Ready reasons explaining why you have changed your agent state to Not Ready or Logout
These reasons are set up by your system administrator and are customized for your Contact Center. If this feature is activated for your system, then select the relevant reason in the Log out/Not Ready Reasons window and click Select
