|Title||Start Date & Time||End Date & Time|
|Service Maintenance Scheduled: Network Services in Multiple Buildings||Monday, November 26, 2018 - 6:00pm||Wednesday, January 23, 2019 - 10:00pm|
|Service Maintenance Scheduled: Network Services in Multiple Buildings||Thursday, January 24, 2019 - 4:00am||Thursday, January 24, 2019 - 6:30am|
|Service Maintenance Scheduled: VoIP Phone Service in JILA & LSTR - Rescheduled||Friday, January 25, 2019 - 6:30am||Friday, January 25, 2019 - 7:00am|
|Service Maintenance Scheduled: Skillsoft||Saturday, January 26, 2019 - 9:00am||Saturday, January 26, 2019 - 9:00pm|
Agent is a virtual identity. In other words, an agent is identified by a login and password and is assigned skill(s) that relate to the work of a certain Call Center. The agent associates his/her virtual agent identity with a physical telephone set by logging-in on that telephone. The agent controls the flow of calls to him/her by entering the "In" mode and returning to the "Out" mode. An agent would need to log-out only if they intend to associate their virtual agent identity with a different telephone set when they begin to take calls again.
Although each agent can perform same call answering functions, one agent, called the supervisor, has the ability to perform several other administrative functions as well. The following pages of this document are dedicated to is a list that further defines the functions of the supervisor and the agents.