Dynamic Call Agent (DCA)

A telephone service is available which allows an Agent to Sign In/Sign Out, make their status Ready/Not Ready and change their PIN code via the telephone as an alternative to using the web based DCA Agent Console. The telephone service can be accessed by dialing 0330 333 4730. The IVR telephone service requires the Agent to log in using their Agent ID and PIN which is assigned to the Agent when created.

If the Agent enters their ID or PIN incorrectly 3 times, they will receive a message asking them to contact their administrator and the call will terminate. The PIN does not require a re-set if the Agent has forgotten it, the Administrator can simply remind them of what the PIN is; similarly if the Agent remembers their PIN and re-dials into the IVR telephone service, they will be allowed to Sign In.

Dynamic Call Agent IVR Service features

• Agent options to change their status to one of the following:

  • Signed In

  • Ready (Available to take calls)

  • Not Ready (Not available to take calls)

  • Signed Out

• PIN code can be changed to between 1000 and 9999

Live Platform for Agents to call: 0330 333 4730