Agent Codes

In this short lesson, we will outline a cheat sheet of feature codes your agents and call center members need to know for everyday operations.

• *50 - Log in and Log out from a specific queue.

• *51 - Pause and Resume an agent from a specific queue.

• *52 - Log in and Log out the agent from all the queues the agent is a member of.

• *53 - Pause and Resume an agent from all the queues they are a member of.

• *54 - Spy on an extension in Barge Mode. This allows you to listen to listen to a call
  an agent is on and participate in the conversation.

• *55 - Spy on an extension. This allows you to listen to a call without the agent or the
  callers knowing you are listening.

• *56 - Spy on an extension in Whisper Mode. This is normally known as coaching. This
  feature allows you to listen to a call and be able to speak with your agent without the
  caller knowing you are in the conversation.

• *57 - Spy on a random channel. This will allow you to listen to a call from a random
  agent.

• *80 - This allows you to Hot Desk into a device.

• *90 - This code allows you to Hot Desk into a device and log into your queues in a
  single step. Dial *90#QUEUE_NUMBER#FEATURES_PASSWORD, and this will log
  you into the queue using your features password.

These are the most common feature codes you will use in everyday operations in a Call Center.
Every code has a prompt that will guide you through the process of operation.