Sign in as an agent, go available and pause

On Contact Center Pro, you work in the agent panel of the agent desktop. For now, that's the older Communicator desktop app, not CallSprout Communicator NEXT. CallSprout is moving Pro agents to Communicator NEXT soon, and these steps will change when it does.

This feature needs the Contact Center Pro plan. See plans and pricing

This feature needs the Communicator apps add-on on your account. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Before you start

• Get your agent number, and a PIN if your system uses one, from your admin.
• CallSprout support sets up the agent desktop for you and tells you how to install it.
• You need at least one voice queue, messaging queue or campaign. If you have none, the agent panel won't let you sign in.

Sign in to the agent panel

1. 1
   Step 1:

   Open the agent desktop

   Start the app and enter your Agent Number and PIN, plus your email and password.
2. 2
   Step 2:

   Pick how you'll work

   In Working Strategy, choose Inbound for queue calls only, Outbound for campaign calls only, or Blended to let the system move you between the two as the queues get busy.
3. 3
   Step 3:

   Pick your device

   In Device, choose Softphone to answer on your computer or Deskphone for your desk phone.
4. 4
   Step 4:

   Pick a campaign if you call out

   If you work outbound, choose one campaign for this session. You can belong to several, but you work one at a time.
5. 5
   Step 5:

   Check your queues and start

   The window lists your voice and messaging queues. In Log In As, choose Available to start taking work, or Paused if you're not ready yet. Then sign in.

Pause with a reason

1. 1
   Step 1:

   Open your profile

   Open your profile in the agent panel. It shows your agent number, your queues and campaigns, and your state.
2. 2
   Step 2:

   Pick a reason

   Switch from Available to Pause and choose a reason, such as training. If your company hasn't set up reasons, there's no list.
3. 3
   Step 3:

   End the pause

   When you're back, switch to Available again.

While paused, you stay signed in but new queue calls skip you, and a colored bar shows how long you've been on pause.

Sign out

From your profile, choose Logout to sign out as an agent. Exit closes the app.

What to expect

• You can't be in a campaign and a queue at the same time. Blended work switches you between them.
• An unanswered queue call may pause you or sign you out, so check your status if calls stop.
• Your system may sign agents out at a set time each day.
• If your agent number is tied to one phone, sign in from that phone.
• You can also sign in and pause from a desk phone. See agent codes from any phone.