Article #: 14

How To: become eligible for media in the Contact Center Agent Client (CCAC)

Similar questions: become eligible for media, CCAC ready up, receive calls in CCAC, receive chats in CCAC, receive calls and chats in CCAC

Purpose: To learn how to become eligible for media in the Contact Center Agent Client (CCAC)

Steps

When you are logged in to the CCAC, that does not mean you are immediately eligible for voice calls or web chat. To become eligible, follow these steps.

1. Once you’ve logged into CCAC, make sure you toggle off of DND, which will be on by default. To do this, click the On DND slider and put it into the Ready position.
2. Next, select the skills you are participating in by clicking on the icon underneath the Ready slider and select the skills you are actively participating in. Please note that this may not be available to you if your management has already decided that they do not want you to see these options.
3. Finally, select your channels. In the top left hand corner, you have the phone icon to accept voice calls and the chat icon to accept web chats. Select the appropriate icon for the channel that you are currently going to support.

Now that you have taken these steps, you will receive voice calls or web chats from the skill groups.