CALL CENTERAGENT REFERENCE GUIDE

nextiva.com/support

Login process for the NextOS –Configuration Portal

1. Open your internet browser and navigate to http://cp.nextiva.com2. Next, enter the following credentials: • NextOS User ID • NextOS Password

Launch process of the Agent Console for NextOS

1. Login to the NextOS portal.2. Ensure that ‘plug-ins’ are enabled. Select the ‘Launch’ drop down menu

in the upper-right corner.3. Select the ‘Call Center Agent’ from the drop down menu.

Update your ACD status using the Agent Console for NextOS

1. Login to the NextOS portal.2. Ensure that ‘plug-ins’ are enabled. Select the ‘Launch’ drop down menu

in the upper-right corner.3. Select the ‘Call Center Agent’ from the drop down menu.4. Select ‘Available’ to begin taking calls from queue.5. Select ‘Unavailable’ when you need additional time to finalize a call.6. ‘Wrap Up’ will typically be configured by your Call Center administrator

and will automatically adjust when appropriate.

How to pause/resume call recording using the Agent Console for NextOS

1. Initiate a phone call using your phone or Agent Console.2. Select ‘Record’ to begin recording the phone call3. Select ‘Pause’ to stop recording the phone call4. Select ‘Resume’ to resume recording the phone call.

OR

Call Recording -Start

1. Place your current line on hold.2. Initiate a second line and dial *44 and you will receive a prompt stating

that it has been activated.3. Rejoin the initial call.

Call Recording -Stop

1. Place your current line on hold.2. Initiate a second line and dial *45 and you will receive a prompt stating

that it has been de-activated.3. Rejoin the initial call.