Upon signing in, select Ready from the top-left drop-down menu to be placed into the Ready status and start taking calls.

  • Depending on the system settings, you might be put into the Ready status immediately after signing in to the Agent Desktop. Check your status upon signing in to confirm.
  • If you are using the Knowledge Worker desktop, you will be in the Ready status upon login.  Also, the timer appears only when you are on a call.
  • Starting from Fall 24 release, you can answer inbound calls from your SmartReach mobile application.
  • You can access contact information, such as a customer’s first and last names, account number, and phone number when receiving calls or during a transaction from the second or extension lines. In addition, you can access the Multi-Match option for calls from the second or extension lines. 
  • If you are in a call and receive another incoming call (direct line or extension), a different ring tone is used to notify you that you have another call. You will hear a double beep, which is less intrusive.

Select other options listed if you need to leave your desk or to be taken out of the pool of available agents. See the section on Break Codes and Status Update for more information.

 Some services are configured to disconnect your audio path if you remain in a state other than the Ready status for too long. To re-establish your audio path you must dial back in.

When a call is connected, you receive a screen pop similar to the one below. The Agent Desktop displays your status, the service into which you are signed in, the caller information, a call control dashboard, and a list of termination codes. 

When you receive a call, you are immediately put into In Call mode.

You will hear a beep sound when a call is connected.

International Phone Number Format within Inboxes and Replies

You can see international phone numbers appropriately formatted within the SMS and voicemail inboxes, and when you compose or reply to an SMS. For example, a UK-based agent can see both, a UK customer phone in the UK phone format and an international number in the E.164 format. 

  • When the call received is from a blocked Caller ID, the customer and phone field are displayed as Unknown.
  • If the caller name is available, the name is displayed for inbound calls.
  • For all inbound calls, the Contact Details section displays the inbound phone number and description of the inbound phone number by default. However, if the description field is not configured in the Phone Numbers editor, the INBOUND_NUMBER_DESCRIPTION field will be blank.
  • The Hold button can be disabled (check with your manager to confirm). If disabled, you do not see the Hold button on the screen.
  • To copy from the screen pop, SmartReach offers copy to clipboard functionality where the data to be copied is predetermined by your manager. Go to the place where you need to paste the information and either select CTRL + V or right-click and select paste. 
    • Access to the clipboard must be granted by the browser being used for the SmartReach Agent Desktop.
  • To paste account or phone information from a Customer Relationship Management (CRM) or billing system into SmartReach, left-click into SmartReach then select CTRL + V.
  • When you are on a web call, you can check your network status by hovering over the wi-fi icon . Hovering over this icon displays the bandwidth speed and the packet loss.

Associating or Re-associating an Active Inbound Caller to a New Contact ID

You can associate a customer to a new contact ID (or the account number) during an active inbound call from a new customer. You an also re-associate the Contact ID (or the account number) during an active inbound call if there is an incorrect match.

The Contact ID Association / Re-Association button can trigger the following possible outcomes:

  • On the Designer Desktop: After associating a new Contact ID to a customer, the customer's contact information is displayed on the desktop enabling you to have immediate access to the data.


  • On Agent Panel Only Enabled: The agent panel opens a new flyout panel. You must enter the new Contact ID in the designated field and confirm the value.


As part of your Agent Desktop, you might view additional widgets or pages depending on how your manager has configured your desktop. See Agent Desktop with Extended Panel or Agent Desktop with Designer Panel for more information.

From the Fall 24 version on, the Email routing process has been enhanced. Previously, if a customer replied to an outbound email within 15 days, the system associated the inbound email reply to the original outbound email thread. We have extended the matching period to 30 days. If the customer replies after 30 days, the inbound email will be considered a new email thread.

Instructions on effectively using the Hold button are available in Calls on Hold.