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How do I use ContactPad?

To use ContactPad you must first log in

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 You are logged in to ContactPad and are ready to receive inbound calls.

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. For information about logging in to ContactPad, see Logging in to ContactPad.

ContactPad has four panels that show information relevant to you and your calls:

PanelIcon 
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The home tab contains:

  • Your name and agent ID: James Deskphone (350)
  • The callback numbers available for outbound presentation—available if enabled for your account: Sales Line
  • Your current telephone number—available if enabled for your account: 01256369572
  • Your call handling skill groups: 1, 2, 3, 6, 101, 555
  • The Log Out button. Click Log Out to log out from ContactPad.
  • The Settings button.
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The information panel contains:

  • Direction of the current call, if currently on a call, or the previous call: Current Call - Inbound

  • The name of the telephone line the caller has dialed—available for inbound calls only: Website Support

  • The name of the queue the call has come from—available for inbound calls only: Returns Line

  • The time that the caller waited in a queue—available if enabled for your account: Wait Time: 00:19

  • The caller's telephone number: Caller: 07740880999

  • The telephone number that the caller dialed: Dialled: 01926320037

  • A unique number given to each call: CallGUID: 013c4169-0038-43f3-...

If you are using ContactPad with ContactWorld for Salesforce, you have an additional feature in the information panel. For more information, see Using ContactPad in Salesforce.

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The message panel is where any messages for you are displayed. These messages are typically about call failures—either when we cannot contact your phone, or we cannot connect to the number you are trying to call.

New messages appear at the top of the list.

To remove individual messages when you have read them, click the X button next to each message. To remove all the messages click Delete All Messages.

The number of messages appears in the panel's tab for quick reference.

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The queue information panel displays the number of calls waiting in the queues you are serving, based on your groups. The number also appears in the panel's tab for quick reference.

You can now . For information about the contents of those panels, see Overview of ContactPad.

When you have logged in you can perform one of three standard actions:

  • Change State

    • put Put yourself in an appropriate offline state, to continue working without receiving further inbound calls from queues or colleagues. For information on changing your state, see Changing states in ContactPad.

  • Make Call

  • Log out

    • terminate Terminate your current session and logout of the ContactPad. 

      Info

      You must log out of ContactPad when you go home or finish your call center shift. Simply closing the web browser, or logging out of Salesforce, does not log you out of the call center, and calls continue to route to your telephone even if you're away from your desk.