Agents use ZAC, Zultys Advanced Communicator, or MXIE Unified Communications client; this OS-independent software is compatible with Windows and Mac. They can also receive Agent calls on their smart phones with Zultys Mobile Communicator for iPhone and Android.
Agents have two statuses within the system: User and ICC-specific Agent status. The latter are used to indicate whether an agent is available, on call, in wrap-up, or not available as pertaining to the contact center. Agents can send instant messages to other agents or supervisors. Agents may also make outbound calls under their non-Agent daily user roles, ensuring that private or unrelated calls are not included in the contact center statistics/reporting.