sheridan
IT Services
Voice, Video & Collaboration Tools

Call Centre Queues

Available to

  • Sheridan call centre employees

Requirements

Sheridan maintains several call centres, including the Sheridan switchboard, the IT Service Desk, and contact centres for both full-time studies and continuing education and professional studies.

Getting Started

Requesting an Extension Mobility Profile & Agent Key

In order for call centre employees to access a call centre queue, they must have the following:

A call centre manager/supervisor can request the features noted above for a new employee by contacting the IT Service Desk, providing the following details:

  • the name of the employee the profile should be created for
  • the employee's network user name
  • the call centre queue that the user needs to access

Logging into a Call Centre Queue

After your extension mobility profile has been created, follow the steps below:

  1. Press the Services/Settings button* on the desktop phone.
  2. Cursor down to the Extension Mobility option and press enter.
  3. Enter your user id (your network username) using the dial pad.
  4. Enter your PIN #: default pin is 12345 – you should change the PIN once you’ve logged in.

Please note the following:

  • You must have the agent key on your phone set before you are able to log into a Call Centre queue. Once you've successfully logged into extension mobility on your desktop phone you will have both a personal extension with voicemail as well as an agent extension

  • If your workstation does not have the Cisco Agent Desktop client installed you must go to AccessSheridan and download the Cisco Agent Client (found under Software Installations).

  • Once installed, click on the agent icon agent icon (found under the Start Menu) and enter your user id – username, network password and your agent extension number
    Cisco Agent Client login

Support

To request support or report a problem, contact the IT Service Desk at ext. 2150 or send email to servicedesk@sheridancollege.ca.