Cloud Contact Center Instructions & Reference Guide

Transcription

1 Cloud Contact Center Instructions & Reference Guide

2 Contents Document Control... 2 Revision History... 2 Overview The Cloud Contact Centre solution is comprised to 2 main parts... 3 Contact Centre Get Started... 4 Log In... 4 Agent Workspace Overview... 4 Contact Centre Stop answering calls/chats... 5 Log Out / Disconnect... 5 Take a Break... 6 To End a Break... 6 To make a phone call during a break... 6 Understanding Media / Contexts and Queues... 7 To view a different Context/Media... 7 Start / Stop a Queue... 8 Stop a Context... 8 Start a Context... 8 Phone... 9 Bria Softphone Bria Setup Agent Account Connection Set Bria to Automatically start Configure your headset Ringing behaviour Set Audio Codecs Using the Bria Softphone Answering Calls Controlling the Volume Disabling Bria if moving computers To Remove an account (if not expecting to return to machine)... 14

3 To Disable an account (deactivate an account temporarily on a machine you expect to return to) Notification of Call Connected (Sound heard at start of call) Waiting for a Call If you miss answering a call or haven t fully ended a call Answer a Call Ending a call Wrap Up Codes / Call qualification Transfer a Call Consult / Conference Choosing who to Transfer to or Consult Advanced Mode Finding an agent Dialing a Non Contact Center number Outbound Calls To make a Manual Outbound Call WebChat WebChat Getting Started To use predefined (Canned) answers To End a Chat Receiving Multiple Chats To Transfer a Chat... 27

4 Document Control Document Name Cloud Contact Center Instructions & Reference Guide Document Location Document Owner Manager Administration Engagement, Technology Services Version 3.0 Revision History Version Date Author of Change Change Description 0.1 6/5/2018 Narelle Edwards First Draft /5/2018 Narelle Edwards /5/2018 Narelle Edwards Adjustments to include feedback from training sessions /10/18 Narelle Edwards Overhaul to include additional information

5 Overview The Cloud Contact Centre solution is comprised to 2 main parts, the Agent Interface accessible through a browser, and if answering or making phone calls a softphone.

6 Contact Centre Get Started Log In Go to omni.qualityconnex.com Enter your User ID Password Station (same as User ID) Note: you must enter station number Click the Green Tick Most users will have only Agent Workspace Click the green tick beside it to launch Agent Workspace Overview Sections highlighted as referenced later in document

7 Contact Centre Stop answering calls/chats Log Out / Disconnect Important! If leaving your computer, you MUST disconnect or put yourself in break, otherwise the system will automatically connect Chats to you and the chat requester will be stuck waiting for you to return, it will NOT distribute on to another agent Method 1 Close all Browser windows relating to the Contact Center (there will be more than one) Tip: An easy way to close all windows in a browser is to Right Click over the icon in the task bar at the bottom of screen and click Close All You will see the window shown right, pop up, then disappear Method 2 In Agent Controls click 1. Quit> Disconnect 2. Close any browser windows as desired Tip: You can leave the login page open if you wish to enable you to quickly log back in

8 Important! If leaving your computer, you MUST disconnect or put yourself in break, otherwise the system will automatically connect Chats to you and the chat requester will be stuck waiting for you to return, it will NOT distribute on to another agent Take a Break In any Context In Agent Controls click 3 1.Quit 2 2.Take a Break 3.Click the appropriate choice 1 If you are in a Call / Chat Your break will only take effect once your current call / chat is completed. Note: Break codes have been set by your Work Unit and can be reported on, if desired You can pre enter the break during the call to prevent another call or chat being immediately sent to you on completion. To make a phone call during a break When you are on Break most functions are unavailable. You can however still make a call. In any Context In Agent Controls click 1.System 2.Personal Call 3.Using the box that appears you can make a call using the same techniques as covered in other sections such as Outbound Manual calls & transferring calls To End a Break Note: When making a call using the Personal Call function, your CallerID will be randomly assigned and cannot be called back To return to waiting for a call click Cancel

9 Understanding Media / Contexts and Queues The Contact Center is designed to balance multiple ways in which contact can occur, including Incoming Chat requests Incoming Voice Calls Outgoing Voice Calls Voic s (where Voice Calls have been unanswered) These are referred to as Contexts or Media interchangeably. Within each Context there are Queues and Campaigns A Campaign can be thought of as an access point into the system ie a phone number that is called or a specific webpage used to launch a chat. A Queue is where a group of related Campaigns meet and get put into a priority order to wait their turn to be answered. Depending on the team an Agent is part of some queues are set to start automatically but may also have access to other queues to manually start. From time to time you might need to Stop or Start Contexts / Media or Queues For example you aren t answering Voice Calls today, even though you usually do today you re just doing Chats therefore you need to stop the Inbound Voice context. You don t normally answer the Client Services Chat, but today you are Therefore you need to start the Client Services Chat queue An agent can Stop and Start specific queues, as well as stopping & starting Contexts. Stopping a Context prevents any of that type of Media being delivered to an Agent. For example, if working on an Outbound campaign an agent might Stop the Chat context to prevent receiving chats as that s not their job today. To view a different Context/Media Simply click on the tab of the Context you want to view See Inbound Voice Calls See Chats

10 Start / Stop a Queue Click on Queues 2. Tick the boxes of the Queues you want to start (or remove the ticks from the boxes you want to stop) 3. Click Confirm the Queue Settings 3 Stop a Context Click on Queues 2. Click Stop Context Start a Context Click on Queues 2. Tick the boxes of the Queues you want to start (or remove the ticks from the boxes you want to stop) 3. Click Start Selected Queues

11 Phone

12 Bria Softphone Before you can start answering or making Phone calls you must a Softphone installed and configured to be used with the Contact Centre. SCU has chosen Bria as its supported softphone for use with the Contact Centre. Bria Setup Please contact the Service Desk to have Bria installed on your computer. If Bria is already installed from a previous user you can simply change the Agent Account Connection as below. Agent Account Connection Open Bria (if not already running, type Bria into the windows Search bar (within taskbar), when it appears hit enter) Click "Softphone" Click "Account" in the top left corner. Complete the details as shown Click OK.

13 Set Bria to Automatically start It is important your Bria softphone is running before you open the Contact Center Agent Interface, therefore it is recommended you set the Softphone to automatically start when logging into the computer. Click "Softphone", then "Preferences" in the top left corner. Click Application tab Tick the Launch when Windows Starts box Click OK Configure your headset Plug in your USB headset Click "Softphone", then "Preferences" in the top left corner. Click Devices, Headset mode as shown In most cases having the Speaker & Microphone set to Default Communication Device. In the event this doesn t work correctly, try directly selecting your headset from the drop down list. If you require further assistance contact the Service Desk. Ringing behaviour If you want calls to ring through your computer speakers, but still have the actual call use your headset: Click "Softphone", then "Preferences" in the top left corner. As shown, click Devices, Other Devices then set the "Ring On" device. Click OK

14 Set Audio Codecs Although the software will function without this step setting the Codecs will minimise the chance of odd sound glitches. Click "Softphone", then "Preferences" in the top left corner. As shown click Audio Codecs (1) You will have a longer list of Enabled Codecs (2) than shown. In turn, click on each Codec in the Enabled Codecs box (3) except G711 alaw, then click the left arrow (4) to move to the Available Codecs box, repeat until you are left only with G711 alaw enabled. In the Available Codecs box click OPUS then click the right arrow (6) to move it to the Enabled Codes box. Repeat for the G711 ulaw codec. Click OK Note: The order the Enabled Codecs are shown in is important

15 Using the Bria Softphone Answering Calls The Bria Softphone is used ONLY for answering calls All other call actions, dialing,, transferring, hanging up etc are done within the agent interface. We suggest minimising the Softphone window as a popup will appear when the phone rings. When the phone rings, click the Green answer button that will pop up Controlling the Volume The volume you hear at through your headset is controlled by the interaction of 3 settings, it may take a bit of adjusting to get the right balance for you. The controls are: The inline controls of your headset most headsets have volume adjustment and a mute button built in either in the cord The Bria software volume control Use the slide bar to adjust the output volume Bria is sending to your headset Your normal computer volume & sound controls You can use these to adjust the base settings that the other controls work from, including setting your headset to be the Default Communication Device

16 Disabling Bria if moving computers If you are moving computers it is very important to disable Bria on the machine your were using (or usually use if the move is temporary) as it will allow you to have Bria on more than one computer connected and the system will get very confused about which computer to send calls to, resulting in strange behaviour. To Remove an account (if not expecting to return to machine) Click Softphone then Account Click the account you need remove Click the remove button in the top right corner Click Apply To Disable an account (deactivate an account temporarily on a machine you expect to return to) Click Softphone then Account Remove the tick in the box to the left of the account you need to disable Click Apply

17 Notification of Call Connected (Sound heard at start of call) By default the system plays a sound to the agent when a phone call is connected. It can be turned off by each agent individually at any time. In any Context In Agent Controls click 1. System > Preferences 2. Untick as appropriate (eg Play a sound on inbound calls. 3. Click Apply Note: As these preferences are saved in a browser Cookie there are various situations eg different browser, computer or cookie deletion; when they will have to be set again.

18 Waiting for a Call the Current Call area shows Waiting for Call and a list of queues This will automatically appear when you open the Agent Workspace, and will start your default queues If your screen is showing something else there is something you need to do before you will receive calls If you miss answering a call or haven t fully ended a call If you miss answering a call you will be automatically placed in break click Go out of Break If you haven t fully ended a call your screen will fail to return to the waiting screen fully end the call eg enter Status code or click Next Call Answer a Call Click the Answer button in the Softphone Controls Call Controls will appear Hold the caller will hear Hold music only This allows you to talk to someone nearby without risk of being overheard Retrieve takes the caller off hold Hangup ends the call

19 Ending a call Wrap Up Codes / Call qualification Within 15 seconds you must either click: Next Call to qualify the call Extended WrapUp if you have more than 15 seconds 2 work before taking the next call, click extended wrap up Failure to do either will result in moving to the next call, and a Not entered wrapup code 2 Click the most appropriate item from the status List (where a + shows there are sub statuses select one of these) 3. Click: Click here to Qualify 3 Note: If using Extended WrapUp you must use the Status Button to enter the Call Qualification, then click Next Call when ready or you will remain unavailable to take calls Tip: You can use the Status button to set the Call Qualification code during the call rather than waiting until call end

20 Transfer a Call Transfer allows you to transfer the call : directly to an agent (someone else in the Contact Centre) absolutely anyone (extension, mobile, landline) to another team s queue to another inbound campaign to another inbound campaign First, select the option from the list You will be presented with further options to find the correct destination. Using these tools will be covered together with Consult on the next page. Queue selection If transferring to a queue, be aware: Supervised transfer queue gives your transferred call first priority, useful if you are staying on the line to talk to the new agent first Manual transfer queues place the call within the teams queue, with normal priority, but avoids replaying welcome or call recorded type messages Once you have selected the call destination, click Click here to transfer the call

21 Consult / Conference Consult allows you to discuss with someone else, either without the caller hearing, or have a 3 way conversation, you can choose to Consult: another agent (someone else in the Contact Centre) absolutely anyone (extension, mobile, landline) Select either Agent or Contact/Free number from the list You will be presented with further options to find the correct destination. Once you have selected the destination, click either Consult or No Hold Consult Consult Vs No Hold Consult Consult is preferable in almost all cases it: Places the caller on hold, allowing you to exchange initial greetings & discussion with no chance of the caller hearing an inappropriate greeting between colleagues accidentally No Hold Consult is potentially risky it: Allows the caller to hear everything you do whilst phone is ringing, answered etc Important! Do not use No Hold Consult The risk of a caller hearing an inappropriate comment is too high Once in a Consult you have the option to: Conference allows a 3 way conversation between caller, yourself and agent you are consulting Swap changes between 2 way conversation with agent you are consulting and 2 way conversation with caller Abort ends the consult and returns to the call Transfer transfers the call to the agent you were consulting and you leave the call

22 Choosing who to Transfer to or Consult Advanced Mode As the Contact Center has many users and many teams, in most cases it will be preferable to use Advanced Mode to reduce the number of options being scrolled through Finding an agent 1. Tick the box to the right of the filter/s you want to use Ready will show only those waiting for a call Supervisor groups help narrow a search to a team quickly To find a particular person, enter the Last Name Click Refresh Agent List 3. Click the arrow to the right of Agents Found to display the agents that match the search Note: symbols will appear to left of agents indicating their availability 4. Click the correct agent then Consult/Transfer Dialing a Non-Contact Center number 1. Leave the External number box ticked (for both Extension / other) 2. Click in the Phone: box 3. Enter the number Extension number: Enter the 5 digit extension number Click the Consult/Transfer External number: Enter the number including the full area code (always required) No extra leading zero required (eg just dial and not like you would on a desk phone at the Uni)

23 Outbound Calls When placing an Outbound call the Contact Center Platform acts like a bridge. When an agent initiates a call the platform first dials the agent s softphone when the agent answers the Platform then dials the intended call recipient. Note: To make a Manual Outbound Call You MUST enter the area code for any external number you dial You can use internal 5 digit extensions 1. Select the Outbound Call tab 2. Click Manual Call 3. This setting allows you to choose (if you have more than one) which phone numbers is presented to the Enter the phone number to dial 5. Click Call 6. Answer your Softphone when it rings 8. The usual call functions such as consult, hold, hangup etc now function as per Inbound

24 WebChat

25 WebChat Getting Started Waiting for a chat When first starting the Current Chat area shows Waiting for Chat and a list of queues This will automatically appear when you open the Agent Workspace, and will start your default queues If your screen is showing something else there is h d d b f ll You may see this instead If you are also set up to answer phone calls you may see this screen first If you do not want to answer calls you ll need to stop the context Alternatively, you can simply swap between Contexts When someone starts a chat, your screen will change to look like this The first Orange bubble will contain the Chat History standard greeting your work unit has requested If your work unit has a screening question To manually enter responses type them in the box below the running chat history and press enter or click Post Message Note: Avoid directly copy/pasting from Word documents they will tend to bring a lot of formatting gobbledygook that may display when pasted and sent to the chatter. If you need to do this first paste the content into a Notepad window, then Copy from there before pasting this will strip out the problematic hidden formatting.

26 To use predefined (Canned) answers To display the predefined answers: 1. Click tab to right of Cobrowsing (may have different label from shown) 2. Click Predefined answers Select an answer 1. Click on the + to expand grouped answers (clicking collapses the group again) 2. Click on the desired answer 3. It will display it in preview box at bottom 4. If this is the answer you want to use click the button that looks like an eject symbol Otherwise click a different potentially desired answer until correct one located Note: Predefined answers have been set by your Work Unit and can be edited by the Work Unit Supervisor sending a request to servicedesk@scu.edu.au

27 To End a Chat A chat can be ended by either the Chatter or the Agent Important! When an agent ends the chat the chatter s chat window closes immediately it is VERY important to include chat close out niceties such as Anything else I can help you with? followed by an OK Bye To end the chat click Finish or if you ve sent an transcript End in same location

28 Receiving Multiple Chats Note: An agent can handle between 1 and 4 chats simultaneously. This is set per agent, by the Administrator, at the Work Unit Supervisors request and can be edited by the Work Unit Supervisor sending a request to servicedesk@scu.edu.au Active chat Clicktoswaptothisotherchat Chats will appear as little green boxes at the bottom of the window. The boxes vibrate when the chatter has entered something and you need to respond. The active, displayed chat is the slightly larger box, to swap to another chat, click the relevant box

29 To Transfer a Chat 1 1. Click the Transfer button in the top right Option 1 (Simple mode) 2. Use the dropdown box to select the Agent you want to transfer to 3. Click Click here to transfer the call 2 3 Note: When you click to transfer the chat will immediately go to the next agent. Your Work Unit may have agreed processes about entering a summary of the chat so far to allow the next agent to take over smoothly Option 2 (Advanced mode) 2. Click Advanced Mode Choose the options you want to search by 4. Click Refresh agent list 5. Select an Agent from the dropdown list

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