5 If a user has a blue dot then they are available for instant messaging. Send an instant message by: Right clicking their user icon and selecting instant message Drag and drop the user to the docked panel on the right (this can be set up in the settings tab) Click messaging at the top of Unity and select start conversation. Then add the people you want to instant message Multiple users can be selected to start an IM conversation [by holding down the CTRL key while selecting users], but they must all be online. 6 To activate your status, Available, Busy, Do Not Disturb etc, click on the My Status link and click the menu option. To activate call forwarding, select the option forward always”, then configure the “Call number. All incoming calls to the pre-defined number, meaning the user’s phone will not ring. To active and deactivate call forwarding, simply hover over forward always” and select “Call the option. 7 Assigning Abandoned CallerIDs to Agents Right click [or Shift right click for multiple] abandoned calls and right click to assign to agents. Note: This capability requires Unity Supervisor Enterprise, Unity Wallboard and Unity Agent Enterprise. Remotely Changing Agent State Change the Agent’s availability to the call center and change their ACD state by right clicking the user’s icon in the Agent Activity tab.
5 If a user has a blue dot then they are available for instant messaging. Send an instant message by: Right clicking their user icon and selecting instant message Drag and drop the user to the docked panel on the right (this can be set up in the settings tab) Click messaging at the top of Unity and select start conversation. Then add the people you want to instant message Multiple users can be selected to start an IM conversation [by holding down the CTRL key while selecting users], but they must all be online. 6 To activate your status, Available, Busy, Do Not Disturb etc, click on the My Status link and click the menu option. To activate call forwarding, select the option “Call forward always”, then configure the number. All incoming calls to the pre-defined number, meaning the user’s phone will not ring. To active and deactivate call forwarding, simply hover over “Call forward always” and select the option. 7 Assigning Abandoned CallerIDs to Agents Right click [or Shift right click for multiple] abandoned calls and right click to assign to agents. Note: This capability requires Unity Supervisor Enterprise, Unity Wallboard and Unity Agent Enterprise. Remotely Changing Agent State Change the Agent’s availability to the call center and change their ACD state by right clicking the user’s icon in the Agent Activity tab.