The Wiki of Unify contains information on clients and devices, communications systems and unified communications. - Unify GmbH & Co. KG is a Trademark Licensee of Siemens AG.

Revision as of 12:50, 12 June 2012 by Wmenn (talk | contribs)
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myAgent screenshot

myAgent is the user portal for contact center agents, supervisors and contact center administrators. It provides information about the number of waiting calls as well as information about the Presence status of other subscribers.

myAgent provides the following features:

  • Call processing
  • Caller details
  • Agent callback
  • Agent status
  • Presence status
  • Real-time monitoring of queues
  • Assistance
As an agent you can request assistance from the supervisor during a call. When doing so, you can specify the reason and the type of assistance you require: Instant messaging, Silent Monitoring or Override.
  • Instant Messaging
Instant Messaging enables you to exchange instant messages (i.e., to chat) with other internal subscribers. Instant Messaging is possible in combination with myPortal, myPortal for Outlook, myAgent or myAttendant.
  • Directories
  • Voice and Fax messages
  • Reports

Interoperability Matrix

Client - Device

Overview about interoperability of clients and phone devices:

Phones Client
myAgent myReports
openStage T no no
openStage HFA yes yes
optiPoint 500 no no
optiPoint 410/420 HFA yes yes
openStage SIP no no
optiPoint 410/420 SIP no no
CMI no no
Analog no no
S0 no no
openStage Personal Edition yes yes
optiPoint 150S no no
WLAN no no