Agent Quick Start

This guide will highlight some of the key information and procedures regarding Issabel Call Manager. This guide will briefly review Logging in to Issabel, Ready/Not Ready Status, Answering an Inbound Call, Dispositioning a Call, and Logging Out.

Login

Step 1

Access the Issabel login page at Server URL ex. https://pbx1.callmanagerinfra.com and enter your username and password (received in an email).

Step 2

An one-time password (OTP) is required as a second authentication factor. To get 6-digit (OTP) codes, add a new account in the Authenticator app of your choice; Microsoft Authenticator, Google Authenticator or Authy (with the account key received in an email).

Step 3

Finally enter your extension number in the password field and click Enter button. Make sure that your extension number is selected in the "Callback Extension" drop-down and the "Callback" box is checked.

Answering an Inbound Call

When you are in ready status and receive an incoming call, the Incoming Call pop-up will automatically open within this window, select "Answer" to connect the call and talk to the customer.

Dispositioning a Call

Once you have completed a call and finished taking action on a case, you will need to select a disposition reason within the form tab and click the Save Data button.

Ready/Not Ready Status

If you are unable to take another call, please be sure to select the appropriate not ready reason.