Before you start using ACE Agent

Before you can use ACE Agent you need a user account with access rights to the organisation areas and/or subareas you will be working with.

To see and use the ACE Agent functions you also require an access role customised for operator or for agent handling incoming calls, callback, chat and/or email.

User accounts and access rights are created for you by the administrator in ACE Admin.

In most views in ACE Agent you can:

open context menus with a right-click, or via the context menu key on your keyboard,
get more information by hovering your mouse pointer of e.g. a button,
choose how you want to work. What can be done by clicking on a button may also be found in a context menu or be performed via the keyboard.

For those preferring keyboards to pointing devices there are underlined letter for quick navigation. If you do not see the underlinings, you just hold down the Alt key first.

This illustration is shown where you find information of how to proceed in Light Mode, i.e. when you do not have a computer connected telephone. Contacts are routed as usual in ACE Agent but you make calls and accept all voice calls in a separate telephone.