Farlon Agent Desktop Switchboard
2023-07-26 312 Words 2 Minutes
Introduction
Farlon Switchboard functionality is available in the Transfer, Phone Book and Contact tabs. The interface and functionality of the switchboard is very similar in each tab. The biggest difference is switchboards database content.
Note: Some features described in this manual may not be available for your Contact Center.
Intended Audience
This document is written for Contact Center supervisors, agents and attendants.
Switchboard Interface
The area is arranged in configurable columns of information that can be grouped, sorted, filtered and rearranged
There are uptil 3 tabs, depending on your configuration. You choose which area you want to see further details about by clicking on the tab name
Depending on the selected tab, the extended data area shows
- Details contains information regarding a highlighted field in the main data area, like a queue, employee or contact
- Messages contains predefined message templates, you can use to send e-mails or text messages (optional). Only available when ‘Main Data Area’ displays ‘Phone Book’ entries
- Calendar contains employee calendar appointments and schedule. Only available when ‘Main Data Area’ displays ‘Phone Book’ entries
Search field gives you fast and easy look up in the tab’s data set. See information regarding search procedures in Transfers, Phone Book and Contacts
Employee presence status is based on combined employee current status from land line, mobile phone and calendar. Available only in Phone Book tab.
Phone status displays employee’s current land line status. Available only in Phone Book tab
- Idle/Free
- Busy
- Forwarded
Mobile status displays employee’s current mobile phone status. Available only in Phone Book tab
- Free
- Busy
Calendar status from Notes and Exchanges. Available only in Phone Book tab
- Free
- Busy
- Curent apointment