TELSTRA IP TELEPHONY PREMIUM CALL CENTRE AGENT QUICK REFERENCE GUIDE

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1 1. To sign into the Agent Call Centre Web Based client, open your web browser 2. Enter the following URL 3. When the sign in page appears enter your User ID and Password, click Sign In 1. From the Settings link, select Applications tab 2. From the Queue Memberships section 3. Tick the checkbox to access the queue in which you are an Agent of 4. Specify relevant Agent policies 5. Click the Back to Application link to return to the main interface Logo pane - The Logo pane displays information about you and contains links to other pages and functions Call Console pane You use the Call console pane to view and manage your current calls. Contacts pane The Contacts pane contains your contact directories, the list of your supervisors, and the list of the call centres you belong to. It allows you to use your contacts to make and manage your calls. Dashboard pane Use the Dashboard pane for an overview of the status of the call centres you are part of. Information about the queue and expected wait times will display. Report windows You use the Report windows, accessed via the Reporting link, to generate reports about your activity and performance in the call centres you are staffing. Settings pages You use the Settings pages, accessed via the Settings link, to configure various aspects of Call Centre. Telstra IP Telephony Premium Call Center Agent Quick Reference Guide October 2013 Page 1 of 5

2 Call Centre control buttons are designed so they only appear when the action they represent can be performed. There are numerous buttons, some common buttons are: Options Expand/Collapse Located in the upper-right corner of a pane or page, when clicked, displays a drop-down menu of options that control the display of information in that pane/page. The available options depend on the context. Shows or hides the contents of a window or panel. Action buttons allow you to perform different actions on calls. These buttons only appear when the action can be performed Actions such as answering, holding or transferring a call, escalating to a supervisor or conferencing. Common action button are listed below. Different action buttons appear if you hover over a call or if you select a call. Dial Extension Dials the number you entered or contact you selected. Dials the contact s extension. Close Closes an interface element, such as window, pane, or panel. Transfer Transfers a call to a selected number or contact. Answer Answers an incoming call. Hold Places a call on hold. End Ends a call. Conference Establishes a conference call or adds a call to a conference. Escalate Escalates a call to a selected supervisor Emergency Escalates a call to a supervisor immediately Telstra IP Telephony Premium Call Center Agent Quick Reference Guide October 2013 Page 2 of 5

3 4. The selected supervisor will have their call state displayed. The state of supervisor s who are not monitored appears as unknown (greyed out). From the Calls panel the Agent can change their state from Available to Unavailable to Wrap Up by clicking the drop down arrow Your current calls are displayed in the Call Console pane, with two-way calls listed in the Calls panel, and the calls currently involved in a conference in the Conference panel. To answer a ringing call 1. In the Call panel, click Answer 1. Expand the Calls panel 2. Click End Available changes your status so you are able to receive calls through the Call Centre number Unavailable changes your status so you are unable to receive calls through the Call Centre number Changes your status to Wrap up allowing you to complete your tasks before the next call is delivered As a Call Centre agent, you can specify whether your direct number or an alternate number assigned to one of your call centres should be used as your calling line identity when you make calls To make an ad-hoc call 1. Enter the number in the Dialer field of the Call Console pane 2. Click Dial To set your outgoing-call identity for the next call To specify the supervisor that will be monitoring you as an agent. 1. In the Dialer, click the Dial As button and select the number from the drop-down list. The number you select will be displayed as your Calling Line ID when you make the next call 1. On the Supervisors panel click the Edit button 2. Select the supervisor who is monitoring you 3. Click Save Telstra IP Telephony Premium Call Center Agent Quick Reference Guide October 2013 Page 3 of 5

4 Redial a previously dialled number To redial the last number you called 1. In the Dialer, click Redial, the most recent number is dialled, or select the required number from the list 2. To redial one of the recently dialed numbers 3. In the Dialer, place the cursor in the text box and start entering a number. A list of recently called numbers that start with the entered digits appears 4. Select the number to dial and click Dial To Dial a contact 1. In the Contacts pane, expand the directory from which you want to dial a contact 2. Expand the contacts details and click Call 3. Alternatively, to dial the contact s extension, click Extension or to dial the contact s mobile number, click Mobile To place a call on hold 1. Expand the Call Console panel 2. Click Hold To resume a held call 1. Expand the Call Console panel 2. Click Answer 2. In the Dialer, enter the destination number and click Transfer Blind transfer a call to a contact 2. In the Contacts pane, expand the panel from which you want to select a contact 3. Expand the contacts details and click Transfer Consult Transfer 1. Make a call to the person to which you want to transfer the call (the original call is automatically placed on hold) 2. Wait until the called party answers your call and introduce the call 3. When ready to transfer, from the Call Console panel, select one of the two calls 4. Move the mouse over the non-selected call and click Transfer The calls are connected and removed from the Call Console panel Transfer a call to a queue You can transfer a call back to a queue. A transferred call is placed at the bottom of the queue. To transfer a call to a queue 2. In the Contacts pane, expand the Queues panel 3. Click the destination queue 4. Click Transfer Blind escalate a call to a Supervisor without providing an introduction There are a number of ways in which you can transfer a call, including blind transfer, transfer with consultation, and transfer to queue. Blind Transfer to an ad-hoc number 1. While on a call, on the Supervisors pane click Escalate to let the system select a supervisor; or to select the supervisor yourself, click on an available supervisor to expand and click the Escalate button for that supervisor. Your original call is placed on hold and a call to the supervisor is initiated. Telstra IP Telephony Premium Call Center Agent Quick Reference Guide October 2013 Page 4 of 5

5 2. Without waiting for the supervisor to answer, in the Calls panel, select the original call 3. Move the mouse over the call to the supervisor and click Transfer Consult Escalate a call to a Supervisor and provide an introduction 1. While on a call, from the Supervisors panel, click Escalate to let the system select a supervisor; or to select the supervisor yourself, click on an available supervisor and click Escalate for that supervisor 2. Wait until the supervisor accepts your call and speak to the supervisor 3. When ready to transfer the call, in the Calls panel, select the original call 4. Move the mouse over the call to the Supervisor and click Transfer Escalate a call to a Supervisor with Conference 1. While on a call, in the Supervisors panel, click Escalate to let the system select a supervisor; or to select the supervisor yourself, expand an available When you make an emergency call, the caller is not placed on hold instead; a supervisor is immediately conferenced into the call. 1. While on the call, move the mouse over the required supervisor 2. Click Emergency in the Supervisors panel To start a conference call, you need to have at least two current calls 1. Expand the Calls panel and select a call. 2. Move the mouse over the non-selected call and click Conference A three-way conference is established and the connected calls appear in the Conference panel Clicking the relevant Conference action buttons that appear in the Conference panel header, such as Hold, Resume, Leave and End a Conference can also be used. For additional information, refer to the Premium Call Centre Agent/Supervisor User Guide supervisor, click Escalate 2. When the supervisor accepts your call, speak to the supervisor about the issue. 3. In the Calls panel, select the original call 4. Click Conference. A conference call is established and the calls appear in the Conference panel 5. To hand the call over to the supervisor, click Leave in the Conference panel Telstra IP Telephony Premium Call Center Agent Quick Reference Guide October 2013 Page 5 of 5