Agent login 

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About agent login

Agents logging in to the ICM can process Internet sessions and messages (providing that their station is administered on the DEFINITY ECS for both skills).

Log in procedures

An agent logs in to CentreVu Internet Solutions as follows:

1. In the location or address field of your Web browser, enter the Uniform Resource Locator (URL) for the Agent Login screen.

   Result:
   

   The Agent Login Web page appears. The following illustration is an example of an Agent Login Web page:

   
   

2. Enter your agent ID, extension, your name, preferred language, and any additional items requested.

   Result:
   

   An Agent Control Window appears.

   The Agent applet that displays depends on whether you were administered for multi-sessions or for single sessions. The example below is the agent applet in a single session environment.

   
   

3. Enter your DEFINITY ECS password, if any, into the text entry field labeled Enter Text Here, and then select either Enter on the keyboard or the Enter button on the Agent Control Window.

   Connection status messages are displayed in the Agent Control Window. If the login process fails, an error message displays and you are prompted to try again. If the login succeeds, the last status message you see is �Waiting for a call.� The browser also indicates that you are in the �Agent Idle� state. At this point, you can either accept sessions or log out.

   Important!

   If you are going to handle messages, then you must wait until the Message Care Home Page (or your own agent idle page) fully loads prior to making yourself available to receive ACD calls. If you receive a session prior to the idle page loading, the system will not be able to associate message processing with your agent ID. To recover, you must release the session, wait until the idle page fully loads, and then make yourself available to receive a session.

   Result:
   

   The administered agent idle URL appears. The following illustration is an example of the Message Care agent idle Web page (Message Care Home Page):