Remote Presence Updater User Guide

1. Start the Snapper

   

2. Open the Agent tab

   

3. Click on the Agent whose presence need to be updated
   

   Note

   This can only be an Agent in the same domain as the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.



4. Select the desired presence

5. The presence will be updated

   Note

   The presence will only be updated when the Agent's device is unlocked. Any presence changes to an Agent whose device is locked will be changed after it has been unlocked

   Example: Agent presence Busy -> The Agent locks the device, presence changes to Away -> Change the presence to Busy with the Remote Presence Updater -> Presences remains Away -> theAgent unlocks the device, presences changes to Busy