Getting started with ContactPad

How do I log in to and use ContactPad?

To use ContactPad you must log in as an agent. To log in, type your Account, ID, and PIN into the ContactPad login screen, and click Login.

To access the ContactPad login screen, click Agent Login Page on the ContactWorld Login page. For more information, see Logging in to ContactWorld.

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

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

Panel	Icon
Home		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.
Information		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.
Message		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.
Queue		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. If you are using skills based routing, the number includes calls that you can answer because you have all the mandatory skills, and calls that are in your personal queue (as well as sharing a service group). The number does not include calls that you could answer only because a mandatory skill has expired, or because the personal queue has expired.

You can now perform one of three standard actions:

Change State
- 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.
Make Call
- put yourself in an offline state to make an outbound call. for information about making outbound calls, see Making an outbound call.
Log out
- terminate your current session and logout of the ContactPad.
  
  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.