This article assumes your user scope is Call Center Agent or higher and you are logged into the CallHarbor Portal. You can also log into the Web Softphone by going to: control.callharbor.com/webphone/login

Logging In and Out of Queues with the Web Softphone

Agent Status

Agent Status is a user's availability to receive calls from call queues. Updating Agent Status will affect all calls, to maintain status per queue, please refer to the section below: Log in and out of Specific Queues

Types

• Online (Green)
  • Online
  • Single Call (online temporarily)
• Offline (Grey)
  • Go Offline
  • End Shift
  • Lunch
  • Break
  • Meeting
  • Other
  • Your Managers may have created Custom Statuses. All custom statuses are considered offline
• On a Call (Red)
  • Online, but busy on a call

To update Agent Status on the web softphone:

1. Select the Call Center Tab

2. Click to open the status dropdown selection

3. Select the correct Status that should be set.
If selecting Single Call, please keep in mind that you will be automatically marked as offline after 1 call.

Status Icons

Online

Single Call

Offline

End Shift

Lunch

Break

Meeting

Other

 

Log in or out of Specific Queues:

Logging in or out of specific queues allows you to remain available for some calls, but not all calls, depending on the queue the call originates from.

1. Select the Call Center Tab

2. Hoover over the queue that you wish to log in or out of, and click the log in/out button

 

 

Contact CallHarbor Support if you do not have the Call Center tab in the Web Softphone and you need the ability to login and out, or if your online/offline status is not being followed by the queue.