How to Login:
After Installation open the Shadow Agent app and click “Sign In”.
A new window will open, in this window enter your SLCC username (username@slcc.edu is the format). Then click the “Single Sign on” button.
On the next page click the “Submit” button.
On the next screen click the “Authorize” button. This allows Shadow Agent to use RingCentral.
You then must select your Emergency Response physical location. It should default to your SLCC Extension. Click the “I Accept” button to finish the initial login.
How to View the Queue:
Once logged in Shadow Agent will open to the phone page.
To view the queue and those that are logged in and the status of each person logged into the queue click on the computer icon at the top right of the page. This will default to show all Users.
Click on “Queue” at the top left and this will open the Queue screen. This screen will show you the status of the members in the queue, how many calls are Ringing (Waiting to be answered). The longest wait time, how many calls have been handled, dropped and answered.
Your page may show all the queues in the college, if this is the case click the arrow button at the top right of this page and select Queues. This will let you select your queue from the list, please unselect all the others you do not need.
Managing Queue Status and Access:
Within Shadow Agent you will also manage your own status and queue access. Clicking on the image circle at the top left opens a menu with a list of status you can put yourself into so others can see what you are doing. To answer incoming queue calls you must move the Accept Queue Calls slider button.
It will highlight when queue calls are being accepted, to stop accepting calls when you go on break or lunch or end of shift, simply click the slider button to turn it off and remove yourself from taking calls.
If you see the little person icon at the bottom right of the employee is full, that means they are logged into the queue. If their box is green that means they are ready to take calls.