Telagents--The Virtual Agent > Switching an Agent to a Telagent
This article explains how to switch an active agent to a Telagent, and it's part of a set of articles that explain how to use the Telagent feature in UNIVERGE BLUE® ENGAGE Admin Portal. Use the navigation above to return to the parent article, and jump to another article in the set from there.
Sometimes, you might want to switch an active agent to a Telagent. You can use this feature as a discovery recovery mechanism. For example, if any agents suddenly experience an Internet outage, you could switch them quickly to stand-alone Telagents.
Important
- Only supervisors can perform this action.
- If you are affected by the same outage and cannot find an Internet connection or smartphone, call Support or have your agents switched remotely. When service has been restored, your agents can sign into the CCA to resume operations normally.
To switch an active agent to a Telagent
- Access the Monitoring page as explained in Monitoring.
- Scroll down to the Current Agent Status panel, and click the Plus symbol to expand it if collapsed.
- Click to select the checkbox to the left of any agent you want to log out, and then click Switch to Telagent.
- A Confirmation dialog box appears. Click OK to complete the action.
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