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Version: 5.10

Task Routing

Case work item buttons​

IconDescription
Accept case
Reject case
Pause case
Resume case

Case Channel Agent States​

IconDescription
Agent is in state «Not Ready»
Agent is in state «Ready»
Agent is busy (either in state «Reserved», «Active» or «Paused»)

Case States​

IconDescription
Case is ringing
Case is active
Case is on hold

Case Routing Add-On​

Accept offered case​

  1. Press the button to accept the case

Answer incoming case via notification message​

  1. Click the notification to accept the case
info

Only for Firefox & Chrome

Pause / Resume case​

  1. Press the button to pause the case
  2. Press the button to resume the case

Reject offered case​

  1. Press the button to reject case
info

Reject offered case can be disabled by the administrator.

End case​

  1. Press the button to end the case
info

No Wrap-Up option is available at the moment

Create a record​

  1. Click the "Create New" dropdown menu
  2. Select the desired option
info

The list is populated with the options set up in the call center definition file.

Cisco Universal Queue - Case Handling​

Accept offered case​

  1. Press the button to accept the case

Answer incoming case via notification message​

  1. Click the notification to accept the case
info

Only for Firefox & Chrome

Pause / Resume case​

  1. Press the button to pause the case
  2. Press the button to resume the case

Set a Wrap-Up reason​

If Wrap-Up reason has been enabled by the CRM Administrator, the Request Wrap-Up icon will display in the Work Item actions bar.

Once a Wrap-Up reason is selected, the icon turns green.

info

The selected Wrap-Up reason will persist in memory (e.g. after refreshing the gadget or the browser) until the Case is ended.

End case​

Option 1​

  1. At the top of the Salesforce window, close the Salesforce case tab

Option 2​

  1. Press the button to end the case
info

To be able to end the case from the softphone, it has to be enabled by the CRM Administrator.

Cisco Universal Queue - Chat Handling​

Accept offered chat​

  1. Press the button to accept the chat

Answer chat via incoming notification message​

  1. Click the notification to accept the chat
info

Only for Firefox & Chrome

Pause / Resume chat​

  1. Press on button to pause the chat
  2. Press on button to resume The chat

Set a Wrap-Up reason​

If Wrap-Up reason has been enabled by the CRM Administrator, the Request Wrap-Up icon will display in the Work Item actions bar.

Once a Wrap-Up reason is selected, the icon turns green.

info

The selected Wrap-Up reason will persist in memory (e.g. after refreshing the gadget or the browser) until the Case is ended.

End chat​

Option 1​

  1. At the top of the Salesforce window, close the Salesforce chat tab

Option 2​

  1. Press the button to end the chat
info

To be able to end the chat from the softphone, it has to be enabled by the CRM Administrator.