MyQ Direct Configuration
- Jacob Aronstam
Analytics
Background:
To allow for agents to have Q calls route directly to a desk phone without having the agent log into the Sharpen application we've created a process for bypassing an agent's logged-out/offline status. This process requires some configuration settings to facilitate the functionality.
Required Feature Flag "MyQ" - This can be added to your organization by request through Sharpen Care, or through your Customer Success Manager.
Steps to Configure:
Navigate to Admin→Configuration→Inbound Routes and point the desired Inbound Route to the agent's MyQ
In Admin→Configuration→Sharpen Q locate the agent's MyQ in the list
Verify the 'Exit No Agents' setting is toggled off (enabling this feature will break the MyQ Direct functionality but Max Wait can be configured)
In Admin→Configuration→Extensions locate the agent's extension and click to edit the extension
Verify the following Call Path routing options are set
Status = Available
Available = Desk Phone
Unavailable = MyQ
Hit the 'Save' button on the extension configuration to commit the routing changes
in Admin→Settings→Manage Users locate the agent's user account and click to edit the user configuration
Verify the following settings are configured
Agent Wrap Up Time In Seconds
Set to '0'
License
Must be set to customerCare-Empower - MyQ
Pause Settings
All 'Pause' related settings must be disabled
Queues
Agent should only be assigned and logged into their MyQ
Once configured as listed above click the 'Save' button to commit the configuration changes
Verify agents using the MyQ Direct are not paused as this will impair the agent's ability to receive calls to their desk phone