Logging In/Out and Using IP Agent
Overview
This document will walk you through the process of Logging In/Out and using the
IP Agent application.
Summary of Steps
Logging in to IP Agent
To Log into the IP Agent
application:
1. Click the Meijer Apps link
under the Web Bookmarks
section of the Call Center
page.
The following screen will display.
1. Type your EmplID and
system password.
2. Click the [Log On] button.
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When you successfully sign in,
you will see a CALL CENTER
folder. (Image 1a)
(Image 1a)
Once you open the Call Center
Folder, a list of applications will
display.
- Click the IPAgent icon to
sign on.
Note: Please allow time for the
IPAgent application to open.
To continue signing in to IP
Agent:
2. Click the [Log in] button on
the Login window.
3. On the IP Agent, click the
active [Login] button to
continue the login process.
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The Agent Login dialog box will
display. This will contain your
pre-set Agent number and
password.
4. Click the [Login] button.
Auto In
After clicking Login on the dialog
box, you will need to remove
your handset from your
telephone and leave your phone
off the hook for your entire shift.
You will hear a confirmation
tone, the buttons on your IP
Agent toolbar are enabled, and
you will automatically be put into
AUX-work mode.
To leave the AUX-work mode,
5. Click the [Auto-In] button
to begin receiving calls.
Once you auto-in, the auto-in
button will be highlighted and
calls will automatically come in
on your IP Agent.
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Releasing a Call
When you receive a call, the call
information will appear on the IP
Agent (includes the name and
number).
6. When you are finished with
the call, click the [Release]
button.
Auxiliary Work Mode (Aux)
When taking breaks or
attending meetings, you will
need to use the [Auxiliary
Work Mode] button to indicate
that you are not available to
receive calls.
7. Click on the [Auxiliary
Work Mode] button and
select the Aux number on
your keyboard that matches
your status.
Below are the Aux-Work
codes used at Meijer.
Aux1 = break
Aux2 = team meeting
Aux4 = new agent training
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Aux (Auxiliary Work) mode puts
you in a status that we here at
the office will be able to decipher
what you are doing.
Example: Aux 1 is used for
breaks. You would click the
[Auxiliary Work Mode] 1
button and type1 (using
your keyboard).
This work mode can be
selected while the agent is
on an active call. The
change will not occur until
the current call is finished
and released.
After Call Work
After call work is for any follow-up
or documentation that has to do
with the previous call you were
on. (Such as documentation of a
complaint).
8. Click the [After Call] button
to continue.
The [After Call] button will
highlight when active.
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Placing a Call on Hold
To put a call on hold:
9. Click the [Hold] button on
the IP Agent tool bar.
The customer will hear music
while they are on hold.
To reconnect a call that is
currently on hold:
10.Click the [Reconnect]
button.
Transferring a Caller
You will use the Transfer
feature to send a call to an
extension, store or another
area of the company.
To transfer a call:
11.Click the [Transfer] button
to open a second line.
After clicking the Transfer
button, a second line will
appear.
12.Using your keyboard, type in
the number you wish to call
and click [Transfer] again.
By clicking the transfer
button the second time; you
will connect the two lines
together.
Automatic Dial (x-10120)
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If at any time you have a question
or call you need assistance with:
13.Click the [Automatic Dial]
button (x-10120) located on
your IP Agent which will
connect you with a member
of our Escalation team.
When you are finished speaking
with a member of the
Escalation team,
14.Click the [Release] button
to disconnect the call.
Queue Time
Another feature you will see on
your IP Agent is a [Queue Time
109] button. This button allows
you to see how many calls are in
queue waiting to be answered and
the longest call waiting.
When calls are waiting, a green
light will display in the arrow on
the Queue Time button.
After clicking the [Queue Time
109] button, the status will show
how many calls are waiting and
the time of the longest call wait
time.
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Making a Call
To make a call when there is no
caller on the line,
15.Type the number in the
number field located next
to the yellow telephone.
16.Then click the yellow
telephone button to connect
the call.
When you are finished with the
call,
17.Click the [Release] button
located on your IP Agent.
Logging Out of IP Agent
To log out of IP Agent (for lunch
or to log off at the end your
shift),
18.Click the [Logout] button.
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After you have clicked the
[Logout] button,
19.Next you must click File on
your IP Agent menu bar.
20.Then select Station Logout.
After selecting Station Logout,
you will see a brief message
indicating that the application is
being logged off.
After the message disappears
and you are logged out.
21.Click File again and select
Exit to complete the logout
process and close the IP
Agent main menu window.
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