Article #: 94

How To: know what to do when an agent misses a call in the Contact Center

Similar questions: missed call in Contact Center, using Missed Call Work (MCW) Timeout, using MCW Timeout

Purpose: demonstrate what to do when an agent misses a call in the Contact Center

Steps

1. Log in to the Contact Center Agent Client (CCAC).
2. After missing a call, beneath the Active Media section located on the left hand side of the screen, you will see a sub section called Missed Call Timeout appear along with a timer. You can either wait for the timer to expire, or you can click I Am Done if you are ready to receive another call.