Avaya Aura Call Center Elite Multichannel Desktop User Guide

Transcription

1 Avaya Aura Ca Center Eite Mutichanne Desktop User Guide Reease 6.2.3/6.2.5 March 2013

2 2013 Avaya Inc. A Rights Reserved. Notice Whie reasonabe efforts were made to ensure that the information in this document was compete and accurate at the time of printing, Avaya Inc. can assume no iabiity for any errors. Changes and corrections to the information in this document might be incorporated in future reeases. Documentation discaimer Avaya Inc. is not responsibe for any modifications, additions, or deetions to the origina pubished version of this documentation uness such modifications, additions, or deetions were performed by Avaya. Customer and/or End User agree to indemnify and hod harmess Avaya, Avaya's agents, servants and empoyees against a caims, awsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deetions to this documentation to the extent made by the Customer or End User. 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IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a icense within the scope of the icense types described beow. The appicabe number of icenses and units of capacity for which the icense is granted wi be one (1), uness a different number of icenses or units of capacity is specified in the Documentation or other materias avaiabe to End User. "Designated Processor" means a singe stand-aone computing device. "Server" means a Designated Processor that hosts a software appication to be accessed by mutipe users. "Software" means the computer programs in object code, originay icensed by Avaya and utimatey utiized by End User, whether as stand-aone Products or pre-instaed on Hardware. "Hardware" means the standard hardware Products, originay sod by Avaya and utimatey utiized by End User. License type(s) Concurrent User License (CU). End User may insta and use the Software on mutipe Designated Processors or one or more Servers, so ong as ony the icensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its soe discretion, bases the pricing of its icenses and can be, without imitation, an agent, port or user, an e-mai or voice mai account in the name of a person or corporate function (e.g., webmaster or hepdesk), or a directory entry in the administrative database utiized by the Product that permits one user to interface with the Software. Units may be inked to a specific, identified Server. Copyright Except where expressy stated otherwise, the Product is protected by copyright and other aws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a crimina, as we as a civi, offense under the appicabe aw. Third-party components Certain software programs or portions thereof incuded in the Product may contain software distributed under third party agreements ("Third Party Components"), which may contain terms that expand or imit rights to use certain portions of the Product ("Third Party Terms"). Information identifying Third Party Components and the Third Party Terms that appy to them is avaiabe on the Avaya Support Web site: Preventing to fraud "To fraud" is the unauthorized use of your teecommunications system by an unauthorized party (for exampe, a person who is not a corporate empoyee, agent, subcontractor, or is not working on your company's behaf). Be aware that there can be a risk of to fraud associated with your system and that, if to fraud occurs, it can resut in substantia additiona charges for your teecommunications services. Avaya fraud intervention If you suspect that you are being victimized by to fraud and you need technica assistance or support, ca Technica Service Center To Fraud Intervention Hotine at for the United States and Canada. For additiona support teephone numbers, see the Avaya Support Web site: Trademarks Avaya and the Avaya ogo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. A other trademarks are the property of their respective owners. Downoading documents For the most current versions of documentation, see the Avaya Support Web site: Contact Avaya Support See the Avaya Support Web site: for product notices and artices, or to report a probem with your Avaya product. For a ist of support teephone numbers and contact addresses, go to the Avaya Support Web site: scro to the bottom of the page, and seect Contact Avaya Support.

3 Contents Preface Purpose Intended Audience Reated documents Support Chapter 1: Introduction Pug-ins Mutimedia suite Licensing Error ogging Diagnostic testing error ogging Chapter 2: Desktop interface Toobars Windows Resizing a window Docking a too window Hiding a Too window Viewing a hidden Too window Dispaying a Too window as a tabbed document Navigating around the screen Creating a vertica or horizonta group of work items Accepting a work item Inserting an autotext entry Checking the speing of a word Checking the speing in a work item Recording notes for a work item Editing an existing note Suspending a work item Assigning a work code to a work item Cosing a work item Printing information Using History Viewing the work history of an agent Viewing a customer conversation history Using Presence Using the directory Desktop User Guide March

4 Contents ASContact database Dispaying the entire directory Searching a contact in a directory Adding a new contact to a directory Associating a work item to a contact Formatting contacts Editing contact detais Deeting a contact Navigating directory using keyboard Inserting a phone number using keyboard Editing Microsoft CRM accounts and contacts Using session notes Creating a session note Diaing a phone number from a session note Printing a session note Checking the speing in a session note Using Waboard Viewing error ogs Processing the Microsoft CRM activities Viewing the appication hep Chapter 3: Managing Voice work items Making a ca Making a ca whie on another ca Making ca from Microsoft CRM Answering a ca Answer a ca whie on another ca Pacing a ca on hod Sending DTMF tones Transferring a ca Contact avaiabe in the directory Contact unavaiabe in the directory Conference ca Contact avaiabe in the directory Contact unavaiabe in the directory Sending a cas to voicemai Forwarding a cas to another number Recording a ca Searching a ca recording Desktop User Guide March 2013

5 Contents Repaying a recorded ca Reeasing a ca Dropping the initiator from a ca Dropping another contact Accessing voicemai Logging in to skis Logging out of skis Using icarity Managing cas with icarity Modifying icarity settings Processing the Preview Contact work items Answering a Preview Contact ca Caing a customer Assigning a work code to a work item Printing information reated to a work item Updating the work status Chapter 4: Managing E-mai work items Processing E-mai work items Answering a ca Repying to an e-mai Sending an e-mai to another recipient Attaching a fie to an e-mai Sending an e-mai repy and returning to the origina work item Forwarding an e-mai to a Resident Expert Chapter 5: Managing Web chat work items Processing Web chat work items Reeasing a ca whie working on an IM conversation Customer contact through Web chat Customer contact through MSN Messenger Customer contact through AOL-ICQ Instant Messenger Customer contact through MOC Customer contact through Googe Tak Customer contact through SMS Answering a chat ca Chapter 6: Supervisor Before adding a supervisor Adding a supervisor Desktop User Guide March

6 Contents Supervisor monitoring information Adding agent groups Supervisor functions Appendix A: Toobars and menus About the toobars Toobar buttons Toobar menus Context menus User toobar Emai toobar Voice toobar AutoText and Work Code toobar icarity toobar Shortcut keys Appendix B: Troubeshooting Station monitoring fais Agent is unabe to og in to Desktop Agent receives a phantom ca but cannot view a work item Presence and Waboard does not dispay statistics Licensing error messages Index Desktop User Guide March 2013

7 Preface This section contains the foowing topics: Purpose on page 5 Intended Audience on page 5 Reated documents on page 5 Support on page 6 Purpose The purpose of this guide is to provide information about Avaya Aura Ca Center Eite Mutichanne Desktop and aso how to use the appication to receive, view, and respond to voice and mutimedia work items. Intended Audience This guide is intended primariy for contact center agents who use Ca Center Eite Mutichanne Desktop to receive voice and mutimedia work items. Reated documents In the Ca Center Eite Mutichanne documentation set, the foowing document is reated to the Desktop appication: Avaya Aura Ca Center Eite Mutichanne Instaation Guide: This document provides the prerequisites, instaation, and configuration instructions about various components such as servers, media stores, gateways, and databases in the appication. Desktop User Guide Comments? infodev@avaya.com March

8 Preface Support Visit the Avaya Support website at for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. 6 Desktop User Guide Comments? infodev@avaya.com March 2013

9 Chapter 1: Introduction Ca Center Eite Mutichanne Desktop, a fagship desktop appication of Avaya, is designed and deveoped for ease of operation in contact centers. The appication presents voice and mutimedia work items to an agent. The architecture of Ca Center Eite Mutichanne Desktop is based on the integration and interaction of various pug-ins. This heps agents to perform a agent-specific operations on a singe desktop screen. As an agent, without eaving the screen, you can: Receive and repy to work items from customers who make contact using: - Teephone - E-mai - Web Chat - MSN Messenger - AOL or ICQ Instant Messenger - Googe Tak - Microsoft Office Communicator - Simpe Message Service (SMS) Record notes reated to a work item or a ca session View the conversation history of a customer that you are handing Search the directory for a phone number or an e-mai address View the rea time statistica information about your work performance Monitor the teephone activity of other agents in a contact center with whom you work cosey Hande work items efficienty by using the auto text, spe checker, and printing options in Ca Center Eite Mutichanne Desktop Additionay, you can access externa appications, such as Microsoft Internet Exporer within the Desktop interface so that you do not have to minimize the Desktop appication window. You can aso configure the appication to start externa appications in a separate window. In Ca Center Eite Mutichanne Desktop, you receive mutimedia work items, such as e-mai, SMS, and Chat messages bended with inbound teephone cas. A these work items are stored in different queues based on the type of work item and priority. From these queues, the work items are distributed to an agent with reevant skis and knowedge. Desktop User Guide Comments? infodev@avaya.com March

10 Chapter 1: Introduction Ca Center Eite Mutichanne Desktop offers a compete range of teephony functions. Using these functions, you can: Make a ca Receive a ca End a ca Hod a ca Divert a ca Send the Dua Tone Muti Frequency (DTMF) tones Transfer a ca Conference a ca Drop contacts from a conference ca Forward a incoming cas to voicemai or another extension Ca Center Eite Mutichanne Desktop distributes internay hed customer records to you and prompts you to initiate contact with customers by phone. If Ca Center Eite Mutichanne Desktop is integrated with Avaya icarity, you can compete you teephony tasks using the Voice over Internet Protoco (VoIP) functionaity. You can speak to and hear the customer voice through the headset connected to your system or the microphone and speakers of the system. The icarity pug-in is not supported on Microsoft Windows 7 operating system. Pug-ins Ca Center Eite Mutichanne Desktop is based on the integration of different pug-ins. Based on the settings made during the configuration, the pug-ins are oaded when the appication starts. The pug-ins interact with each other to provide a wide range of voice and mutimedia functionaity to agents. You can configure Ca Center Eite Mutichanne Desktop through a oca.ini fie or through a Configuration server. For more information, see Avaya Aura Ca Center Eite Mutichanne Configuration Server User Guide. 8 Desktop User Guide Comments? infodev@avaya.com March 2013

11 Pug-ins The foowing tabe ists a the pug-ins in Ca Center Eite Mutichanne Desktop and describes what you can achieve using the pug-ins. Pug-in Description History Spe Check Dispays the history of agents and customers. The agent history incudes information about: Od work items that you have handed Work items that you are currenty handing Your conversations with a customer The customer history incudes information about: The conversation and interaction detais of a customer with whom you are currenty interacting Checks the speing in a work item AutoText Inserts pre-defined text in your current work item to save your typing time Assigns a work code to a work item This pug-in provides AutoText and Work Codes buttons on the toobar. Directory Printing Dispays the contact information stored in a contact database. You can search a database for a contact based on first name, ast name, fu name, or phone number. If a contact is avaiabe, you can dia the searched contact or transfer an active ca to the searched contact, or add the searched contact in an active conference. Prints the information from a work item, session notes, and work item notes. Print button is provided on the toobar to use this pug-in. Desktop User Guide Comments? infodev@avaya.com March

12 Chapter 1: Introduction Pug-in Ca Recording Rues Work Item Notes Work Item Aert Waboard Python Breakout Description Records cas with a customer and repays the recorded cas. In Ca Center Eite Mutichanne Desktop, the recording functionaity is provided by integrating the Avaya Contact Recorder (ACR) appication. For more information about ACR, see documentation on the Avaya Support website: support.avaya.com. You can use the recording buttons on the Voice toobar to start and stop recording a ca. For more information, see Voice toobar on page 77. Recorded cas are stored on the ACR server, based on the date, agent name, customer, record ength, and Vector Directory Number (VDN). In Ca Center Eite Mutichanne Desktop, you can search the recorded cas based on the date, agent name, customer, and VDN. You can aso schedue a ca recording, enter comments to a ca recording, and give score to a ca recording. Supervisor can aso record and repay the cas that agents in their group are handing. Ca Center Eite Mutichanne Desktop supports recording of voice and screen. Dispays rues that you have created to perform actions on the ca events that meets a specified criteria. For exampe, you can create a rue to divert cas from a specific phone number to voicemai. Dispays work item reated notes that you create whie interacting with a customer. The Work Item Notes window dispays notes ony for a work item that is currenty open. You can create more than one notes for a singe work item and categorized these notes in the Interaction, Conversation, and Parents groups. Aerts you when a new work item arrives. The system dispays an aert window that contains the contact detais. Dispays rea-time and statistica information of ogged in agents, VDNs, queues, and spits/skis. Heps in the deveopment of appications in Ca Center Eite Mutichanne that can invoke IronPython scripts when a specific event occurred in the Desktop appication. 10 Desktop User Guide Comments? infodev@avaya.com March 2013

13 Pug-ins Pug-in Time in AUX Microsoft CRM Contact Management Externa Appication Container Externa Appication Execute Save Cose Document Custom Buttons Description Adds a counter to the status bar of the Desktop appication. The counter indicates how much time you spent on any of the foowing working modes: Auxiiary Avaiabe After Ca Work Heps you to: View, edit, and use Microsoft CRM in Ca Center Eite Mutichanne Desktop Dia from any Microsoft CRM Web page that dispays one or more phone numbers Receive Microsoft CRM activities as part of your daiy tasks Search and dia any Microsoft CRM account or contact from the Ca Center Eite Mutichanne directory An administrator creates rues that automaticay perform actions on Microsoft CRM ca events. Dispays and manages the contact information in the directory. You can add, change, and deete contact information in a directory. An administrator can customize the fied names used for dispaying contact detais. Opens an externa appication, such as Microsoft Internet Exporer (IE) in Ca Center Eite Mutichanne Desktop Starts an externa appication, such as Notepad, in Ca Center Eite Mutichanne Desktop and transfer the information from the incoming work item to this externa appication. The information from a work item is stored in an XML fie, which the externa appication uses to dispay the information. The externa appication is opened independenty of the Desktop appication. Saves new and edited data to the ASContact database. The ASContact database acts as a contact directory in Ca Center Eite Mutichanne Desktop. Creates custom buttons that you can use to perform various ca reated actions This pug-in works in conjunction with the Rues Pug-in. In the Rues window, you can associate a rue to a custom button. When you cick a custom button, the rue associated with that button is executed. The system dispays custom buttons on the appication toobar at a specified ocation. Desktop User Guide Comments? infodev@avaya.com March

14 Chapter 1: Introduction Pug-in Quick Dia Enhanced Dia Customized Forms GN8120 Headset Cose Suspend Work Item Preview Contact Simpe Messaging Chat Wecome Message Emai Emai Tempate Teephony Presence Session Notes Description Creates quick dia buttons that you can use to quicky dia the phone number of a customer. Quick dia buttons saves your time to enter a phone number or search a contact in a directory. The system dispays quick dia buttons on the appication toobar at a specified ocation. Enhances the diaing for you by adding your information in the dia, in a customized format. The enhanced information is dispayed in every new outbound ca, transfer ca, or a conference ca that you make. Adds more than one work forms to mutimedia work items. These forms appear on the additiona tab next to a work item tab. An administrator creates these forms in Ca Center Eite Mutichanne Contro Pane. You can use the GN8120 headset if you are using the icarity pug-in in Ca Center Eite Mutichanne Desktop. Suspends a work item to present it to another agent at a ater date. You can cose the work item and record the outcome of the work item. Contacts a customer using an outbound ca, e-mai, or Short Message Service (SMS) for a campaigning purpose. The Preview Contact media store generates work items from a database. These work items are deivered to you to make an outbound ca. Receives simpe messaging work items Sets a chat wecome message. The system dispays the chat wecome message to a customer when you accepts the chat work item from the customer. Receives e-mai work items Creates an outbound e-mai using the defaut e-mai tempates. The text and attachments in an e-mai tempate are automaticay added in an outbound e-mai that you are repying or forwarding to a customer. Connects to Avaya Aura Communication Manager Monitors the teephone activity of other agents in a contact center Records notes for your day-to-day activities. These notes are not specificay reated to a work-item. 12 Desktop User Guide Comments? infodev@avaya.com March 2013

15 Mutimedia suite Pug-in Voice User icarity Supervisor Description Heps you to make, answer, hod, un-hod, transfer, conference, and end cas. You can aso send the DTMF tones to a customer who is using Interactive Voice Response (IVR) system. For more information, see Sending DTMF tones on page 43. The Voice toobar is avaiabe on the Desktop interface to perform voice functions. Heps you to og in and og out of skis, use advance ogging functionaity, change work mode, seect reason codes, access voicemai, and forward cas to another agent. The User toobar is avaiabe on the Desktop interface to perform user actions. Heps you to communicate with the customer using the VoIP functionaity. To use this functionaity, you must use the headset connected to the system, or the microphone and speaker of the system. Heps Supervisors to monitor the ca activity of an agent or group of agents. A supervisor can: View the current state of an agent Change the state of an agent Join a ca as an observer in which supervisor can hear the conversation without an agent and customer knowing that supervisor has joined the ca Join a ca as a coach in which an agent can communicate with the supervisor without the customer knowing that the agent is interacting with the supervisor Join a ca as a participant in which an agent, the customer, and the supervisor can communicate with each other Log out an agent Mutimedia suite Ca Center Eite Mutichanne Desktop interacts with Media Director, Media Proxy, and the foowing media stores and media gateways for mutimedia functionaity: E-mai Media Store Preview Contact Media Store Simpe Messaging Media Store Desktop User Guide Comments? infodev@avaya.com March

16 Chapter 1: Introduction Web Chat Gateway MSN Messenger Gateway AOL-ICQ Instant Messenger Gateway Short Message Service (SMS) Gateway Googe Tak Gateway Communicator Gateway For more information about how work items are generated and deivered to agents, see Avaya Aura Ca Center Eite Mutichanne Media Director User Guide. Licensing If an administrator decides to set up the contact center using Ca Center Eite Mutichanne, they must buy icenses according to the requirements. Avaya provide separate icenses for a the supported features. An administrator must buy a icense key with a sufficient number of run-time icenses for each agent who wi use the Desktop appication. The foowing tabe ists the Ca Center Eite Mutichanne features and the corresponding icenses: Feature Voice Mutimedia Microsoft CRM License Name VALUE_CCEM_VOICE VALUE_CCEM_MULTIMEDIA VALUE_CCEM_MSCRM This icense key covers unimited run-time icenses. As an administrator, if you want to integrate Avaya icarity with the Desktop appication, you must purchase a icense key for Ca Center Eite Mutichanne icarity. The icense key must have adequate run-time icenses for each agent using Ca Center Eite Mutichanne Desktop with icarity. In Ca Center Eite Mutichanne, License Director is a centra repository for a Ca Center Eite Mutichanne icenses. License Director pos the required icenses from the WebLM server that an administrator configures in Ca Center Eite Mutichanne Contro Pane. For more information about how to add a icense key to License Director, see the Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. 14 Desktop User Guide Comments? infodev@avaya.com March 2013

17 Error ogging Error ogging Ca Center Eite Mutichanne Desktop ogs error information reating to its operation in different og fies on a oca system or on the TTrase server. The appication stores the og information using the Avaya Common Logging format. On a oca system, Ca Center Eite Mutichanne Desktop creates a new og fie every day. The name of the error og fie ceary identifies the appication and the day of the week, for exampe, MonASGUIHost.og. After the fie size reaches the imit specified in the configuration, the system archives the og fie and creates a new og fie. The system stores ony one og fie in an archive. If a second error og fie reaches the specified maximum size, the system overwrites the previousy archived og fie. For ogging on the TTrace server, you must provide TTrace parameters, such as TTrace server and TTrace server port in the Desktop configuration fie and set the Error Log Mode parameter to 2. By defaut, the Error Log Mode parameter is set to 1, which instructs Ca Center Eite Mutichanne Desktop to create ogs on a oca system. For more information about the TTrace ogging, see Avaya Aura Ca Center Eite Mutichanne Contro Pane User Guide. The types of errors that the system ogs in a oca error og fie or on the TTrace server are determined by the ogging eve defined in the Desktop configuration fie or in the Trace system. Foowing are the error ogging eves: 0 - No error ogging takes pace 1 - Logs fata, major, minor and trace information 2 - Logs fata, major and minor errors 4 - Logs fata and major errors 8 - Logs ony fata errors Each fie records the seected ogging eve as we as the date, time, ocation, and description of every error that occurs. The system saves each error og fie in the current working foder of Ca Center Eite Mutichanne Desktop, which is the same foder where the appication executabe is avaiabe. Desktop User Guide Comments? infodev@avaya.com March

18 Chapter 1: Introduction Diagnostic testing error ogging You can use a custom og eve to create og fies that do not overwrite each other, every time the maximum fie size imit is reached. You can set this ogging eve by adding 128 to one of the defaut ogging eves. CAUTION:! CAUTION: To prevent creating mutipe og fies that consume your avaiabe disk space, you must use this error og eve ony when you perform diagnostic testing. For exampe, in the configuration fie, if you specify Error Log Leve=129, the new error og fies are created that contains error information, reated to fata, major, minor, and trace errors. Each new og fiename is unique, based on the date, in year, month and day format and time in hours, minutes, and seconds format. For exampe: YYYYMMDDHHMMSSASMediaDirector.og, where, YYYY = Year MM = Month DD = Day HH = Hour MM = Minute SS = Seconds 16 Desktop User Guide Comments? infodev@avaya.com March 2013

19 Chapter 2: Desktop interface The Ca Center Eite Mutichanne Desktop interface has a the required options avaiabe on a singe screen. The interface contains UI contros, such as menus, toobars, panes, and status bars. You can use the UI contros to manage various types of work items. Toobars The Desktop interface contains the foowing toobars: Desktop User Guide Comments? infodev@avaya.com March

20 Chapter 2: Desktop interface AutoText. A singe button to insert pre-defined text into a current work item, which saves your typing time. The text is categorized by topics and presented through a drop-down ist. Each Media Store queue has an associated ist of AutoText. Therefore, for every work item that you process, you can view the reevant AutoText options. For more information, see AutoText and Work Code toobar on page 79. Work Codes. A singe button to assign a work code to a work item. The work codes are categorized by topics and presented through a drop-down ist. Each Media Store queue has an associated ist of work codes. Therefore, for every work item that you process, you get the reevant Work Code options. For more information, see AutoText and Work Code toobar on page 79. Spe Check. A singe button to check the speing in a work item, work item notes, and session notes. User. A set of buttons to og in and og out of skis, to change the work mode, to seect the reason codes, to gain access to voicemai, and to forward cas to another agent. For more information, see User toobar on page 74. Voice. A set of buttons to answer, to transfer, to conference, and to end cas. For more information, see Voice toobar on page 77. Emai. A set of buttons to perform a emai functions. For more information, see Emai toobar on page 75. Printing. A singe button to print the information associated with a work item. Windows The Desktop interface contains the foowing windows: Document: Windows to view and manage mutimedia work items. The windows aso dispay an externa appication, such as Microsoft Internet Exporer. The windows appear in the form of tabs. You cannot drag a Document window to another ocation. Too: Windows that dispay information reated to ogged in agents, mutimedia work items, notes, and tempates. You can drag the windows, dock the windows in any position, or hide the windows. You can dispay the hidden window by hoding a mouse pointer over the corresponding window tab. The foowing too windows are avaiabe in Ca Center Eite Mutichanne Desktop: Work Item Notes. A window in which you can view and record the notes reated to the work items. You can record mutipe notes for a singe work item. The notes are arranged chronoogicay. In the Work Item Notes window, you can cick the note tite to view the contents. 18 Desktop User Guide Comments? infodev@avaya.com March 2013

21 Windows Session Notes. A window in which you can view and record notes that hep you to perform your day-to-day activities. The notes do not specificay reate to a work-item. The Session Notes window heps you to write notes directy in Ca Center Eite Mutichanne Desktop instead of opening an externa appication, such as Notepad. The system automaticay stores the session notes in the Rich Text Format (RTF) format, as you type the text. The system oads the session notes every time you start the appication. Presence. A window in which you can monitor the phone activity of other agents in a contact center with whom you reguary interact. At a gance, you can view if a an agent is on a ca, ogged in to receive work items, or in the Auxiiary, Avaiabe or the After Ca Work mode. History. This window dispays Customer History and Agents History tabs. On the Customer History tab, you can view a conversation and interaction history of customers. On the Agents History tab, you can view a ist of work items that you or another agent, that you specify, has previousy worked on. You can aso search work items, based on the agentid, state, and the work item type, such as e-mai, preview contact, or simpe messaging. Directory. A window in which you can search a contact based on the first name, ast name, fu name, phone number, contact ID, or the Instant Message (IM) address. After the Directory window dispays the searched contact, you can initiate a ca with the contact or send an e-mai, SMS to the contact directy from the Directory window. You can aso transfer an active ca to the searched contact or add the searched contact in an active conference. Waboard. A window in which you can view rea-time statistica information of agents. You can aso view Vector Directory Numbers (VDNs), queues, spits/skis and aerts. If you resize the window, the system automaticay resizes the text dispayed in this window. Desktop User Guide Comments? infodev@avaya.com March

22 Chapter 2: Desktop interface Resizing a window To resize a window in the Desktop interface, move the mouse pointer over the edge of a window and when the mouse pointer changes to a doube-headed arrow, drag and drop the ine to a new position. The system automaticay updates the new position and size in the configuration of Ca Center Eite Mutichanne Desktop. Docking a too window In the Desktop interface, you can move and dock a window based on your preference. When you drag a window, the appication dispays dock guides. These dock guides hep you to decide a ocation to dock a window. To dock a window, you can drag and drop the window to one of the dock guides. The window is automaticay docked to a position according to the dock guide you seect. 20 Desktop User Guide Comments? infodev@avaya.com March 2013

23 Windows To dock a window at another ocation: If a window that you want to dock is not docking, you must right-cick the tite bar of the window and seect Dockabe. 1. Cick and drag the window tite bar from the existing docked position. The system dispays the dragged window as a soid ight bue rectange with a set of dock guides that heps you to seect a new ocation. 2. Drop the soid rectange over the desired dock guide. The window automaticay docks to the position according to the dock guide you seect. Inner guides Left Inner. Docks a window to the eft of the document window, the working area of the Desktop window. The window height is restricted if there are adjacent windows. Top Inner. Docks a window above the document window. The window width is restricted if there are adjacent windows. Right Inner. Docks a window to the right of the document window. The window height is restricted if there are adjacent windows. Bottom Inner. Docks a window beow the document window. The window width is restricted if there are adjacent windows. Outer guides Left Outer. Docks a window that spreads across the eft side of the screen. Top Outer. Docks a window that spreads across the top side of the screen. Right Outer. Docks a window that spreads across the right side of the screen. Bottom Outer. Docks a window that spreads across the bottom of the screen. Hiding a Too window If your screen becomes cuttered with many open or docked windows, you can temporariy hide some of the Too windows. Desktop User Guide Comments? infodev@avaya.com March

24 Chapter 2: Desktop interface To hide a Too window: 1. Cick the down arrow at the right side of the tite bar of a window. 2. Seect Auto-Hide. The window coapses from its docked state to an auto-hide tab, which appears at the edge screen. Viewing a hidden Too window To view a hidden Too window: 1. Hod the mouse pointer over the auto-hide tab of a window or cick the auto-hide tab of the required window. The window opens with a size and ocation stored earier. Dispaying a Too window as a tabbed document To dispay a Too window as a tabbed document: 1. Cick the down arrow at the right side of the tite bar of a window. 2. Seect Tabbed Document. The window coapses from the docked state to a tabbed state. Navigating around the screen To move between active windows, you can hod Contro and keep pressing Tab or the up and down arrow keys. The system dispays a diaog box with the names of active windows. On this diaog box, you can cick the required window name. When you cick the required window name and reease Contro, the seected window becomes active and appears with an orange coor tite bar. A the other inactive windows appears with the bue coor tite bar. 22 Desktop User Guide Comments? infodev@avaya.com March 2013

25 Creating a vertica or horizonta group of work items Creating a vertica or horizonta group of work items You can create groups of work item tabs and arrange the groups horizontay or verticay. You can aso move a work item tab from one group to another. Arranging work item tabs hep you to simutaneousy view information of a work items. To create a group of work item tabs and arrange verticay or horizontay: 1. Right-cick the work item tab for which you want to create a new group and seect New Vertica Tab Group. OR 2. Right-cick the work item tab for which you want to create a new group and seect New Horizonta Tab Group to arrange that group horizontay. The system creates a new vertica or horizonta group and dispays the seected work item tab in the new group. The new group is arranged verticay or horizontay with other groups. Important:! Important: The New Vertica Tab Group and New Horizonta Tab Group options are visibe ony when more than one work item tab is open. The system automaticay adds the new incoming work item to a new group. You can repeat the steps to create new groups for new work items. To move a work item to another group: 1. Right-cick the work-item tab and seect Move to Next Tab Group or Move to Previous Tab Group. The system moves the seected work item to another group. 2. Repeat this step unti the work item is moved to the required group. Cick the down arrow to dispay a ist of the work items in a particuar group. Cick the eft or right arrow to move between severa work items in a group. Accepting a work item To accept a work item: 1. Start and og in to Ca Center Eite Mutichanne Desktop. Desktop User Guide Comments? infodev@avaya.com March

26 Chapter 2: Desktop interface 2. Change your work status to Avaiabe to receive work items. 3. When you receive a work item, cick the text on the aert message that appears on your desktop. If the customer contact in a work item matches with a record in the ASContact Database, the system dispays a vertica contact tab as part of the work item. Whie handing this work item, you can cick this contact tab and edit contact detais of the customer. For more information, see Editing contact detais on page 34. If the customer contact in a work item does not match with a record in the ASContact database, you can create a new customer contact record and associate it with this work item. For more information, see Adding a new contact to a directory on page 32. Next time, when the same customer contacts again, the system automaticay dispays contact records as part of the work item. If the MS CRM GUI pug-in is enabed, Ca Center Eite Mutichanne Desktop tries to match the detais of the incoming work item to one of the Microsoft CRM account or contact records. If Ca Center Eite Mutichanne Desktop cannot find a match, the MS CRM GUI pug-in works based on its defaut configuration settings. In this case, the pug-in does nothing or opens a bank contact or account record as the vertica tab on the work item in which you can fi the detais. If Ca Center Eite Mutichanne Desktop finds a match, you can view and edit the contact detais. Inserting an autotext entry To insert an autotext entry: 1. Pace the cursor where you want to insert an autotext entry. 2. Cick the Auto Text arrow on the toobar and seect an appropriate key. If auto text previewing is enabed, hover your mouse over the key for few seconds to preview the vaue that wi be inserted into your work item. 24 Desktop User Guide Comments? infodev@avaya.com March 2013

27 Checking the speing of a word Checking the speing of a word When you type text in a work item, the words that are speed out incorrecty or are unavaiabe in the dictionary are marked with a red underine. To check the speing of a word: 1. Right-cick the word with a red underine. The system dispays a ist of correct words that you can use. Ca Center Eite Mutichanne Desktop automaticay uses the dictionary specified for the Dictionary Fie Name parameter in the configuration. 2. Cick the correct word. Checking the speing in a work item To check the speing in a work item: 1. Cick Spe check on the toobar. OR 2. From the Edit menu on the menu bar, seect Spe Check. The system dispays the Speing diaog box. In this diaog box, you can view a ist of suggested words. Seect the most appropriate word from the suggested words, and cick Change to change the word. Cick Ignore to ignore the suggested change and continue the speing check. Cick Add to add the word that you are checking to the dictionary. 3. Cick OK when you compete the speing check. Recording notes for a work item To record notes for a work item: 1. Open the Work Item Notes too window. Desktop User Guide Comments? infodev@avaya.com March

28 Chapter 2: Desktop interface 2. In the upper section, right-cick the appropriate category for recording notes and seect Add new notes. The foowing categories are avaiabe: Interaction Conversation Parents The system adds a note tite containing agent ID, current date, and time to the seected category. 3. Seect the note tite and enter the work item reated notes in the ower section. If your work item has a history of earier notes, the system dispays these notes when you seect the work item. By defaut, notes are presented in chronoogica order, with the odest note at the top and the newest at the bottom. Editing an existing note You can ony edit notes that you have created. To edit an existing note: 1. Open the Work Item Notes too window. The system dispays a ist of notes that you have created. 2. In the upper section of the window, seect a note tite that you want to edit. 3. In the ower section of the window, edit the text. The system saves the edited text as you type. Suspending a work item When you suspend a work item, the system send the suspended work item to Media Director. Media Director then sends the work item to an appropriate agent at a ater date and time. To suspend a work item: 1. Cick the Suspend the work item arrow on the toobar and seect the date and time ti you want a work item to be suspended. 26 Desktop User Guide Comments? infodev@avaya.com March 2013

29 Assigning a work code to a work item 2. In the Reason fied, enter the reason for suspending a work item. 3. In the Preferred agent fied, enter the ID of a preferred agent who can hande the work item when the item is resumed. The Preferred Agent functionaity is a best effort routing and depends on the routing agorithm of Communication Manager. 4. Cick OK. Once you process an e-mai either by forwarding, repying, or suspending, your work mode changes to the Avaiabe or the After Ca Work mode. If you have ogged in as an Auto-In agent, Ca Center Eite Mutichanne Desktop automaticay changes your work mode to Avaiabe. If you have ogged in as a Manua-In agent, change your work mode to After Ca Work. To change your work mode to Avaiabe to receive another ca, cick Avaiabe on the toobar. Assigning a work code to a work item To assign a work code to a work item: 1. Cick Work Code on the toobar and seect the appropriate key from the avaiabe option. If an administrator has enabed Work Code previewing, you can hover the mouse over the key for few seconds to preview the vaue that is assigned to your work item. Cosing a work item To cose a work item: 1. Cick the cross icon at the upper-right side of the Document window. Desktop User Guide Comments? infodev@avaya.com March

30 Chapter 2: Desktop interface Printing information To print information reated to a seected work item: 1. Cick Print on the toobar. OR 2. From the Edit menu on the menu bar, cick Print. The system dispays the Print diaog box. 3. Seect the required printing options and cick Print. If more than one window is associated with an open work item, the system prints information from each window and separates it by a ine. Using History The History window dispays information about an agent and a customer. Cick the Agent History tab to view the agent history and the Customer History tab to view the customer history. On each tab, you can seect various options to view the required information. Viewing the work history of an agent The Agent History tab in the History window dispays a ist of work items that you, or another agent that you specify, handed previousy. On the Agent History tab, you can search for work items based on the agentid, state, and work item type, such as e-mai, preview contact, or simpe messaging. To view work items you have handed previousy: 1. In the History window, cick the Agent History tab. 2. In the Agent ID fied, enter the agent ID of an agent whose work items you want to view. By defaut, the Agent ID fied dispays the ID of an agent who is currenty ogged in to Ca Center Eite Mutichanne Desktop. You can enter the agent ID ony if the Aow Search Other Agents parameter is enabed in the configuration of Ca Center Eite Mutichanne Desktop. 3. From the Type drop-down ist, seect the type of work items you want view. 28 Desktop User Guide Comments? infodev@avaya.com March 2013

31 Using History 4. In the Days od fied, enter the number of days since when you want to view the work items. 5. (Optiona) In the Maximum returned, enter the number of work items that you want the search option to dispay. 6. In the State ist, seect the state of work items. 7. Cick Search. The system dispays work items, referred as interactions, in a group according to conversation. Each conversation has its own ID. To open a work item or to perform an action: 1. Right-cick a work item and seect Open Interaction. The system dispays the work item as a new Document window tab. You can perform actions, such as repying to an e-mai work item or caing a customer from a preview contact work item, based on the type of work item. You cannot change the work item detais. To view the history of a work item: 1. Right-cick a work item and seect Get Interaction History. The system dispays the history of a work item in the Segment history for interaction window. The history contains the work item states. For exampe, created, queued, deivered, estabished, retrieved, cosed, and suspended. Viewing a customer conversation history The Customer History tab in the History window, dispays the conversation and interaction history of a customer with whom you are currenty interacting. To view the conversations or interactions reated to a customer: 1. In the History window, cick the Customer History tab. 2. Seect the Retrieve the conversation history when a new work item is deivered check box to dispay the conversation history of a customer you are currenty interacting with. The Interaction ist pane dispays the information about the current conversation and a the previous conversations associated with the contact. The information contains conversation detais, such as type, state, agent ID, From Address, To Address, Subject, and Interaction ID. Desktop User Guide Comments? infodev@avaya.com March