Call Center Agent Software (CCA) FAQ

Q: How do you log in to the software?
A: Use your Username, Password, and Phone Number to sign in to the CCA application or web version of the CCA available at https://firstwatchtech.mycontactcenter.net/webagent

Q: Why am I getting an Access Denied Message?
A: If one or more authorized extensions are registered for Agent Use, you must use one of those registered phone numbers when signing into the CCA. If you attempt to sign in with an unregistered extension, you will get an Access Denied message.

Q: What status should I use if I want to take a break?
A: When you are not available to take a call or if you need to step away from your phone, be sure to select the appropriate option from the drop-down menu in the CCA, e.g. Busy - On Break.  See the KB article below

Contact Center Call Center Agent - Agent Status & Busy Reasons

Your agent status is used to manage when you receive a call in queue. When you are not available to take a call or if you need to step away from your phone, be sure to select the appropriate option from the drop down menu.

Every time your agent status changes, the status time will reset to zero. This counter can be used to track time spent on different statuses and projects.

Q: How do I transfer a call?
A: Click Transfer Call located on the middle bar in the CCA – the transfer call window will open. Proceed with transferring to a queue, a phone number or an IVR. See the KB article on

Contact Center Call Center Agent - Transferring Call

You may wish to transfer your currently active call to a different queue, to an outside line, or to a teammate.

Click Transfer Call located on the middle bar – Transfer call window will open.

• To transfer to a phone number:

Change the Destination to Third Party and enter the phone number in the field labeled Destination Number. Alternatively, you may use the drop down menu on the right to select a number that has been previously entered.

Now you must choose between two different transfer types:

• Blind: Also known as a cold transfer – the outcome or success of the transfer will remain unknown. Once you click OK, the system will attempt to transfer your caller to the destination number entered, your connection will end and your Contact Center will enter Wrap-up mode.
• Controlled: Also known as a warm transfer – allows you the chance to first speak with the third party while your caller remains on hold. Once you click OK your caller will be put on hold, and you will hear your destination number ringing, a confirmation window will open.

Only click Yes once you've spoken with the third party. At any point you may click No to cancel the transfer and resume your current connection on hold. After clicking Yes, your caller will be transferred to the third party, your connection will end, and your Contact Center will enter Wrap-up mode.

Note: you can also transfer to a third party with the Phone Book.

When on a call with a customer, there may come a time when you need to transfer the call to another agent, or to somewhere else entirely. The Contact Center allows you to choose which Caller ID the receiving party of the call will see. This may make it more likely that the party receiving the transferred call will pick up.

When you are on a call and you need to transfer, you would click the Transfer Call button.

This will bring up the Transfer Call window. Select the Destination and Transfer Type of the call as desired. After that you can select the Caller ID Options which are as follows:

• Use contact's - This will show the called or calling participant's caller ID to the party receiving the transferred call.
• Use default - This will show the default caller ID for the account. Specific caller IDs can also be created for each individual team, so if those have been enabled for the team the agent belongs to, that will override the default for the account and what the party receiving the call will see.
• Use this one - Real DNIS numbers, as well as any other that the service provider has included will be available from this drop down menu. You may not add to this list, and only ones that appear from this menu are able to be selected.

Note: if you are doing a Blind Transfer Type, only Use contact's can be selected as the Caller ID.

From here, select the Destination Number that the call will be transferred to, and click OK. Now when that number receives the call, they will see the caller ID option that you selected.

Note: to make an internal transfer, pull up a list of your teammates who are also signed in with the CCA by using the phone book.

Q: Can I use the buttons on my phone instead of the software?
 A: You can use the hold/mute and end call buttons on both your phone and the software, but you cannot use the transfer and add call button on your phone. If you do so it will lock up the software and you will need to log out and log back into the software.

Q: Are my calls recorded?
 A: Yes, all inbound and outbound calls using the software are recorded, unless otherwise specified.

Q: Where can I see my team members and if they are available?
A: You will find this information in the phonebook icon which is available on your main screen or when you are transferring or conferencing a call. The phonebook has 2 tabs, Directory and Logged agents. If you click on logged agents, you will have access to viewing all teams and members within those teams and their statuses.