Starting for the Day

1. Download and install the RingCentral app via https://www.ringcentral.com/download.html.
   
   1. Note: if you prefer to use the browser version, see the 2b below.
2. Make Favorites in your browser for the following URLs.
   
   1. https://ccagent.is.depaul.edu/
   2. IF YOU DO NOT USE THE DOWNLOADED APP: https://app.ringcentral.com/welcome
      
      1. If you do use the App, then a shortcut to the above is not needed.

PLEASE NOTE: If you have audio issues running RingCentral, we recommend to not not open Teams, Jabber, Zoom, or any other call software before RingCentral. If this software autoloads as part of your start-up sequence, you may need to disable it from starting when your computer does. The reason for this is there is only one registry key that handles this sort of software and it defaults to whatever the first program is; if a program other than RingCentral is loaded first, it can cause audio conflicts on your headset/microphone/audio. If you are not experiencing any audio issues, this step may not be necessary for you.

 

Opening the RingCentral App and MaxAgent

1. Open the RingCentral app from your computer or navigate to https://app.ringcentral.com/welcome.
   
   1. The Icon for Ring Central is this:
      
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      2. Log into the RingCentral App or browser. You do not need to be running both. It is highly recommended to run the App.
2. Open a browser and navigate to the MAX Agent software.
   
   1. https://ccagent.is.depaul.edu/
   2. On the left hand side, select the nine squares in the top left, then "MAX" from the side menu.
      
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   3. This will load up the MaxAgent:
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3. Enter your Station ID into the "Station ID" field. Click "Remember Me" so that you do not have to enter your Station ID each time you log in.
   
   1. Your Station ID should be obtained from your supervisor. Do not give this information out to others.
4. Click "Connect".
5. You will see the following image:
   
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      1. Note: Phone will now ring for every call, unlike initial training. Do not click "Connect" to connect the Agent Leg; it will automatically connect and disconnect itself.
6. Clicking "Unavailable" will show the various states the agent can be in. For example, "Unavailable – Meeting" should indicate that said agent is in a Meeting and unavailable to take calls. Talk with your department head for more information on which statuses should be used for what circumstances.
7. At the end of the day, the agent must click "Log Out" from this menu. Do not hit "X" on the window or close out of it without going through this Log Out method; it will not log you out of the queue unless you do.
8. When you are ready to begin taking calls, change "Unavailable" to "Available" which will make you active in the queue.

 

Answering a Call

1. Once you move yourself to the "Available" state, you are active in the queue and should begin receiving phone calls.
   
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2. A window in the bottom right corner of your screen will appear when a call is coming in:
   
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   2. Note: The number displayed may differ per department.
3. If you miss the call, you will see something like this:
   
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   2. You will also see an error code of "Call delivery failed" appear in a small box in MaxAgent.
   3. To begin taking calls again, change "Unavailable – Refused" to "Available". This will put you back into the queue.
4. Once you answer the call, you will see the following:
   

 

1. This area shows the origin of the call.
   
   1. Note the obscured areas would display the incoming caller's phone number (in orange, just below "Contact") and the code for the queue (in gray, next to HelpDesk_Password). This number should not be provided to anyone outside of your team.
2. This is how you can put the caller on hold. Note that you cannot hang up a call that has the caller on hold.
3. This will mute you to the caller.
4. This will mask the audio being said while this is turned on. It is primarily used for sensitive information such as credit card numbers or other private information so that it is not recorded as part of the call recording. Speak with your department manager to determine whether you will use this feature.
5. This allows you to transfer a call to another Skill (such as from a Tier 1 support to a Tier 2 support), an external phone number, or a local extension.
6. This is to hang up with the caller. Please note that clicking "Hang Up" will not actually end the call; this choice must be confirmed in another small popup.
7. This keypad can be used to input a selection for a phone menu (IE if you are transferring to another department that has a phone menu, you can hit a number on this keypad to make a selection).

 

Transferring a Call (General)

1. To transfer a call, click "Transfer/Conf" in the MaxAgent window.
2. From here, you will need to decide how you wish to transfer the call. If you know the direct phone number, you can type it in the "Enter number, email, or search term" box.
3. If you are looking to transfer to a specific Skill, please select "Skills", then the Skill you wish to transfer to. (See below for details)
   
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4. Once the call is transferred, the agent is put into an "Unavailable" state. Depending on your department, the length of this time is different. If more time is needed to document, make sure to go into a "Unavailable" state manually.

 

Transferring a Call (Via a Skill)

1. To transfer a call to a Skill, it is a similar start to normal transferring. Click "Transfer/Conf" in the MaxAgent window.
2. Select "Skills".
   
3. Locate the Skill you wish to transfer to, then select "Call".
   
   
   1. An example of this is how a Help Desk Tier 1 agent transfers to a Tier 2 agent. Tier 1 receives the call and determines it needs to be escalated. They inform the caller of what they are doing, select "Transfer/Conf", and click "Skills". From the "Skills" list, they select HelpDesk_Tier2 and click "Call". Once the call is connected to the Tier 2 agent, the Tier 1 agent explains the situation. They end the transfer by clicking the "Transfer" button.
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   Once the call is transferred, the agent is put into an "Unavailable" state. Depending on your department, the length of this time is different. If more time is needed to document, make sure to go into a "Unavailable" state manually.

 

 

Scheduling a Callback

1. To schedule a callback, hit "Schedule" at the bottom of the MaxAgent, then "+" on the popup window.
2. Enter in the appropriate information needed for the follow up. This may include name, phone number, date/time, Incident/Request/ticket number, etc.
   
   1. Note that you can schedule a call back for a Skill or yourself. Talk with your manager to determine best practices within your department.
3. Click "Save".

 

To View Available Agents:

1. Click the Phone icon in the bottom left corner of the window. This will popup the Skills you have visible to you and will allow you to see how many agents are available in each queue.

 

Disposition Codes

1. If your team uses Disposition codes, you may need to fill specific information out in this window after you finish a call. Please check with your manager to know how this information should be filled out.

 

If Taking a Direct Call from Another Agent

1. If you are directly calling another Agent through RingCentral, first check with the other agent to make sure they are available.
2. Select "New".
   
3. Select "Agents".
4. Select the Agent from the list, then the "Call" button.
5. On the receiving Agent's side, they will first get the connection call for RingCentral. They will need to accept this call. Then, in the MaxAgent window, they will see a small blue window and an orange "Accept" button. Clicking this button connects the two agents.