Skip to content
  • Feedback
  • Homepage
  • University Clearing
  • University Clearing
  • Getting Started
  • Handling Calls
  • Classic Home
  • End User License Agreement
  • Administrator Knowledge Base
  • Supervisor Knowledge Base
  • Agent Knowledge Base
Horizon Contact Agent
Release Notes
Horizon Contact Agent

Agent Portal and Setup

  • Getting started
    • Your Inbox
    • Agent Portal Overview
    • What I can see on my screen after I log in
    • Changing my password
    • What to do if I forget my login password
    • Agent Setup Guide
      • How to log in
      • Portal walk through
      • Status Settings
      • Making an internal call to another agent or group
      • Selecting how I receive calls
  • Communication
    • Configuring audio settings
    • Changing my contact method
    • Contacting a customer
    • Searching a queue
  • Status management
    • Using the status bar
    • Changing my current status
    • Indicating if I’m available or on a break
    • Making myself available on specific channels and/or queues only
    • Viewing the status of other agents and queues
  • Recent activity
    • Recent activity summary
    • Viewing detailed statistics
    • Viewing summary information for queues in my group(s)

Handling Calls

  • Inbound Calls
    • Answering a call
    • Having calls delivered to me automatically
    • Pick up a call that is ringing on another agent’s phone
    • Troubleshooting issues with receiving calls
  • Outbound Calls
    • Calling from the Outbound panel
    • Calling from the Quick Dial panel
    • Calling from your saved contacts
    • Calling from your recent calls list
  • Call Management
    • What I can see on my screen when I’m on a call
    • Using the call control buttons
    • Tasks to complete when your call ends
    • Recording a call
    • Transferring a call to a third party
    • Viewing recent calls
    • Receiving desktop notifications
    • Agent Scripts for calls

Handling Emails

  • Logging into your email server
  • Handling emails
  • Responding to an email
  • Sending an ad-hoc email
  • Activating an email
  • Forwarding an email
  • Parking an email
  • Classifying an email
  • Inserting text blocks
  • Selecting email attachments
  • Viewing and taking pending emails from queues
  • Deciding which queue’s items to take first
  • Returning or transferring an item to a queue
  • Viewing the history of an email
  • Viewing the activity timeline of an email

Handling SMS Messages

  • Sending an SMS message
  • Sending SMS messages during webchats

Handling webchats

  • Handling webchats
  • Responding to a webchat
  • Using the chat control buttons
  • Activate a webchat
  • Pausing a webchat
  • Inserting a template
  • Classifying a webchat
  • Extending or ending my wrapup time
  • Contacting a customer via the current chat session
  • Deciding which queue’s items to take first
  • Viewing pending webchats and taking webchats from queue(s)
  • Returning or transferring an item to a queue
  • Sending a chat history to the webclient
  • Flagging a webchat as abusive

Handling Payments

  • Managing Live Payments
  • Taking, sending or refunding a payment
  • Taking pending payment transactions from queues
  • Viewing payment transactions

Scheduled calls

  • Scheduled calls
  • Scheduling a callback for the current call
  • Scheduling a callback between calls
  • Viewing and changing times for scheduled callbacks
  • Making a scheduled callback

Contacts

  • Confirming a customer’s contact record
  • Managing contacts
  • Viewing a customer’s contact history
  • Contacting a customer by email or social media
  • Updating a customer’s details
  • Looking up a customer’s contact record
  • Creating a new contact record

Third-party CRM Platforms

  • Third-party CRM platforms overview
  • Using the Contact softphone within Salesforce
  • Using the Contact softphone within MS Dynamics
  • Using the Contact softphone within Zendesk
  • Troubleshooting
  • Care Connect
    • Care Connect introduction
    • Making outbound calls to patients
    • Receiving patient’s calls
    • Searching for patient’s details
  • ConConnect
    • Logging into ConConnect
    • Making an Outbound call using ConConnect
  • Home
  • Docs
  • Agent Portal and Setup
  • Communication
  • Changing my contact method
View Categories

Changing my contact method

When you log in, you are asked how you would like to receive calls. If you are authorised to do so by your company administrator, you can change the method by which you receive calls without logging out.

The status bar at the top of your screen shows the contact method by which you will receive calls (as specified at login) and any associated phone number.

IconContact Method
On your default workplace number, on an extension, on a phone number that is associated with your Microsoft login account, or on another number.
Using your web browser.
On your work from home number.
Note: The method you select also applies to outbound calls (how you place them).

Update Contact Method #

  1. Click either or and the Update Contact Method dialog is displayed
  2. Select your new contact method
  3. To avoid having to select the contact method every time you log in, tick the Remember Device checkbox
  4. Click OK
  5. Your contact method is updated and is displayed on the status bar at the top of your screen
Note: If you select your web browser as your contact method, you can configure the audio settings by clicking the audio settings icon.

How did you find this training?
Configuring audio settingsContacting a customer
Table of Contents
  • Update Contact Method

End User License Agreement