Aeonix Contact Center

Transcription

1 Aeonix Contact Center Agent User Guide Version 3.0 Document Edition 3.0

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3 The information contained in this document is proprietary and is subject to all relevant copyright, patent and other laws protecting intellectual property, as well as any specific agreement protecting TADIRAN TELECOM (TTL) L.P. s (herein referred to as the Manufacturer ) rights in the aforesaid information. Neither this document nor the information contained herein may be published, reproduced or disclosed to third parties, in whole or in part, without the express, prior, written permission of the Manufacturer. In addition, any use of this document or the information contained herein for any purposes other than those for which it was disclosed is strictly forbidden. The Manufacturer reserves the right, without prior notice or liability, to make changes in equipment design or specifications. Information supplied by the Manufacturer is believed to be accurate and reliable. However, no responsibility is assumed by the Manufacturer for the use thereof nor for the rights of third parties which may be affected in any way by the use thereof. Any representation(s) in this document concerning performance of the Manufacturer s product(s) are for informational purposes only and are not warranties of future performance, either express or implied. The Manufacturer s standard limited warranty, stated in its sales contract or order confirmation form, is the only warranty offered by the Manufacturer in relation thereto. This document may contain flaws, omissions or typesetting errors; no warranty is granted nor liability assumed in relation thereto unless specifically undertaken in the Manufacturer s sales contract or order confirmation. Information contained herein is periodically updated and changes will be incorporated into subsequent editions. If you have encountered an error, please notify the Manufacturer. All specifications are subject to change without prior notice. Copyright by TADIRAN TELECOM (TTL) L.P., All rights reserved worldwide. All trademarks contained herein are the property of their respective holders.

4 Disclaimer The illustrations and other views, telephone displays or screen captures appearing in this manual are examples used to explain more clearly how the features and controls are used. Therefore, what appears on the display or screen capture in the illustrations may differ from what appears on the actual equipment, and some of the illustrations may represent something impossible in actual operation. The functions that can be used and the information that can be displayed will differ depending on the telephony state and external equipment being connected. The names of companies, products, people, characters, and/or data mentioned herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted.

5 Record of Changes Edition Issue Date Brief Description No. 3.0 July Aeonix Contact Center Version 3.0. Formatted for Flare. Removed ACC Lite. 2.0 July Aeonix Contact Center Version 2.4: Agent Toolbar buttons updated 1.1 May Edition Feb Tadiran Telecom look & feel

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7 Table of Contents CHAPTER 1 PREFACE... 1 ABOUT THIS GUIDE... 1 RELATED DOCUMENTATION... 1 TYPOGRAPHICAL CONVENTIONS... 2 CHAPTER 2 AEONIX CONTACT CENTER - AGENT OVERVIEW... 3 INVOKING THE AEONIX CONTACT CENTER AGENT... 4 CHAPTER 3 AEONIX CONTACT CENTER - AGENT WINDOWS... 5 THE SETUP WINDOW... 5 The Setup Window Toolbar Tab... 5 The Setup Window Personal Settings Tab... 7 The Setup Window Extension/Address Tab... 9 The Setup Window Ring Tab The Setup Window Queue Alert Tab THE CONTACT STATUS WINDOW THE QUEUED CONTACTS WINDOW THE CONTACTS LOG WINDOW THE TELEPHONY WINDOW THE CHAT WINDOW THE CONTACT PROPERTIES DIALOG BOX THE BUTTON PROPERTIES DIALOG BOX THE INSERT COLUMN DIALOG BOX Available Fields in Agent Windows THE PROGRAM SETUP DIALOG BOX THE CALLBACK CONFIRMATION DIALOG BOX CHAPTER 4 THE AEONIX CONTACT CENTER - AGENT TOOLBAR THE AGENT TOOLBAR THE STATUS BAR THE AGENT TOOLBAR TELEPHONY OPERATIONS THE AGENT TOOLBAR ACD OPERATIONS THE AGENT TOOLBAR OTHER OPERATIONS THE AGENT TOOLBAR ACCESSING THE AGENT WINDOWS... 43

8 Table of Figures FIGURE 1-1: THE AGENT LOGON WINDOW... 4 FIGURE 2-1: THE AGENT SETUP WINDOW THE TOOLBAR TAB... 5 FIGURE 2-2: THE AGENT SETUP WINDOW THE PERSONAL SETTINGS TAB FIGURE 2-3: THE AGENT SETUP WINDOW THE EXTENSION / ADDRESS TAB... 9 FIGURE 2-4: THE SET NEW EXTENSION/ADDRESS DIALOG BOX FIGURE 2-5: THE AGENT SETUP WINDOW THE RING TAB FIGURE 2-6: THE AGENT SETUP WINDOW THE QUEUE ALERT TAB FIGURE 2-7: THE CONTACT CALLS STATUS WINDOW FIGURE 2-8: THE QUEUED CONTACTS WINDOW FIGURE 2-9: THE CONTACTS LOG WINDOW FIGURE 2-10: THE TELEPHONY WINDOW FIGURE 2-11: THE CONTACT PROPERTIES DIALOG BOX FIGURE 2-12: THE BUTTON PROPERTIES DIALOG BOX FIGURE 2-13: THE INSERT COLUMN DIALOG BOX FIGURE 2-14: THE BUTTON PROGRAM SETUP DIALOG BOX FIGURE 2-15: THE CALLBACK CONFIRMATION DIALOG BOX

9 Chapter 1 Preface About this Guide This guide describes how to use the Aeonix Contact Center Agent application. It describes how to configure the Aeonix Contact Center Agent to work with the system. It is intended to be used by contact center agents. Note: For hands-on information about Aeonix Contact Center Agent applications, please refer to the On-Line help. Refer to the Glossary for a description of many of the Aeonix Contact Center concepts and terms used in this document. Related Documentation The following documents are available for the Aeonix Contact Center system: Context Sensitive On Line Help Aeonix Contact Center Administrator User Guide Aeonix Contact Center Visor User Manual Aeonix Contact Center Agent User Manual This Guide Aeonix Contact Center Product Description Aeonix Contact Center for Coral Installation and Getting Started Guide Aeonix Installation Manual (Disc-3) Aeonix Contact Center Visor and Agent Clients Installation Manual Aeonix Contact Center Cradle to Grave Users Guide Integration with CRM Applications - Reference Guide Aeonix Contact Center - Agent User Guide 1

10 Typographical Conventions Various typographical conventions are used throughout this guide to help you follow the text. The followings formats identify specific information: A ria l F o n t Italic Font Note: <Text enclosed by angle brackets and in A ria l fo n t> Words that appears in this font are actual words that appear in the windows and dialog boxes of the software applications Apart from the name of the product itself and the application names, words that appears in italic indicate a cross-reference to other sections or figures within this guide Important notes are preceded by the word Note: presented in bold typeface, with lines above and below. Text enclosed by angle brackets and in Arial font indicates the name of a key on the keyboard or a mouse button. (For example, the <Enter> key) Aeonix Contact Center - Agent User Guide 2

11 Chapter 2 Aeonix Contact Center - Agent Overview The Aeonix Contact Center Agent is a powerful, yet easy to use, software application with a rich set of telephony capabilities (including Answer Call, Hold Call, Transfer Call), as well as ACD capabilities (such as Call Results, Queued Calls List and Queued Calls Pickup). The application works together with the Aeonix Contact Center modules to enable the agent to maximize performance in the Call Center environment. The Aeonix Contact Center Agent application has a library of services that enable the application to integrate with the organization s existing services and database using a Windows DDE/ActiveX interface. This allows information to be shared between the systems whenever an ACD call is handled. The application comprises a customizable toolbar that provides quick access to frequently performed telephony operations, as well as application windows. The Aeonix Contact Center Agent application includes the following features: Administrators can customize the application by adding more buttons to the toolbar or by creating shortcut keys for telephony operations. Telephony functions can be assigned to an almost unlimited number of programmable buttons (soft keys). The status of all calls that are waiting for the agent can be viewed. A log of calls ringing or answered by the agent can be maintained. Agents can view a list of calls waiting in their queue. The list updates dynamically and reflects the current queue situation. The agent may use the wrap-up time to decide if a call is of special interest and pick it up directly from the queue. Aeonix Contact Center - Agent User Guide 3

12 Invoking the Aeonix Contact Center Agent Figure 0-1: The Agent logon window From the Windows Start Menu, select Programs > Aeonix Contact Center > Agent Program Menu, and double-click the Aeonix Contact Center Agent application icon. In the logon dialog box, specify your agent ID, password, and the preferred language (from the supported list). Note: The third parameter, the agent extension, is usually defined once during the first logon. In some environments, such as thin terminals, this parameter can t be saved internally, so the agent must fill it in during each logon. If authorized, the Aeonix Contact Center Agent application Toolbar will open, enabling you to access the application. Note: Pay extra attention to the details keyed in to the Agent Logon window. Entering the correct Agent ID and password as received from the System Administrator will prevent confusion between agents and extensions. The Agent Tool Bar Aeonix Contact Center - Agent User Guide 4

13 Chapter 3 Aeonix Contact Center - Agent Windows The Setup Window The Setup Window Toolbar Tab The Toolbar tab of the Setup window enables you to customize the agent toolbar. You can view all available buttons, a description of their functionality, and select which ones you want to add to your toolbar. This window also lets you define the behavior of the toolbar, for example, whether or not it stays on top of all other running applications, and whether the buttons are displayed in one or two rows. To access the Setup Window Toolbar tab: 1. Click the button in the Agent Toolbar. 2. Click the Toolbar tab at the top of the Setup window. The Toolbar tab of the Setup window comprises: Figure 0-1: The Agent Setup Window the Toolbar Tab Aeonix Contact Center - Agent User Guide 5

14 Always on Top Check this checkbox to keep the toolbar on top of other running applications 2 lines Check this checkbox to enable two rows of buttons in the toolbar Large Icons Status bar Auto resize Check this checkbox to view large icons on the toolbar Check this checkbox to view the status bar at the bottom of the toolbar. The status bar gives textual information about the active call. Check this checkbox to enable the auto resize toolbar option. When this check box is selected, the toolbar automatically resizes to fit the number of icons in the toolbar. To add a button to the toolbar: 1. Select the required category (Telephony, Window, ACD, or Other) and click the button that you want to add. 2. Drag the button to the required position in the toolbar. 3. If the button has parameters attached, the associated dialog box appears. 4. Enter the required information and click O K. To remove a button from the toolbar: 1. While pressing the <S h ift> key, use the left mouse button to select the required button on the toolbar. 2. Hold the mouse left button, drag the button out of the toolbar, and release the left mouse button. To view the functionality of a button: Select the required category (Telephony, Window, ACD, or Other) and click the button to see a description of its functionality. For details on setting up the toolbar operations, see Chapter 3, Agent Toolbar. Aeonix Contact Center - Agent User Guide 6

15 The Setup Window Personal Settings Tab To access the Setup Window Toolbar tab: 1. Click the button in the Agent Toolbar. 2. Click the Personal Settings tab at the top of the Setup window. The Personal Settings tab of the Setup window comprises: Figure 0-2: The Agent Setup Window the Personal Settings tab. Start minimized Enable closing via the system menu X button Open toolbar on Forced Check this check box to start the agent minimized. (In environments where all agent functionality is embedded into the agent s CRM application there is no need to show the toolbar). Check this check box to enable closing the agent via the X button. (Disabling this function prevents accidentally closing the application by an agent mistakenly pressing the X button) Check this check box to cause the agent toolbar to Aeonix Contact Center - Agent User Guide 7

16 Release state Allow to minimize the toolbar in Release state Open toolbar on ring Minimize on answer popup in forced release state when minimized. This feature prevents a situation when an agent is unaware of incoming calls when the application is minimized. Check this check box to enable the agent to minimize the toolbar when in "release" state. Some supervisors do not allow agents to minimize the application while in released state so the agent will not forget to resume. Check this check box to cause a minimized toolbar to popup when a contact rings. Check this check box to enable the agent to minimize the toolbar when answering a contact. Open toolbar on queued call Check this check box to cause the agent toolbar to popup when there are calls in queue when minimized. This feature prevents a situation when an agent is unaware of incoming calls when the application is minimized. Aeonix Contact Center - Agent User Guide 8

17 The Setup Window Extension/Address Tab The Extension/Address tab of the Setup window enables you to define the extension number of your station, position address and the server address. To access the Setup Window Extension/Address tab: 1. Click the button in the Agent Toolbar. 2. Click the Extension/Address tab at the top of the Setup window. The Extension/Address tab of the Setup window comprises: Figure 0-3: The Agent Setup Window the Extension / Address Tab Aeonix Contact Center - Agent User Guide 9

18 Extension Number Server IP Address Mail Account Username and Mail Account Password Displays the current telephone extension assigned to the agent. When a voice call is routed to the agent, it is routed to this extension. Displays the IP Address of the Aeonix Contact Centerserver. The agent s address is used only if the mail routing mode is Personal, i.e., when an agent logs in to his/her computer and its client (e.g., Eudora or Outlook) changes its settings accordingly. In this case, when an agent logs in, the Aeonix Contact Center Agent must supply the user name and password to login to the address. Note: For more information about the various assigning modes, see Configuring System Internet Parameters for Contacts in the Aeonix Contact Center Administrator s Guide. Figure 0-4: The Set New Extension/Address Dialog Box Aeonix Contact Center - Agent User Guide 10

19 The Setup Window Ring Tab In this tab the agent can cancel or activate a ring tone generated by an incoming ringing contact, as well as specify what type of ring tone to be generated. To access the Setup Window Ring tab: 1. Click the button in the Agent Toolbar. 2. Click the Ring tab at the top of the Setup window. The Ring tab of the Setup window comprises: Figure 0-5: The Agent Setup Window the Ring Tab Aeonix Contact Center - Agent User Guide 11

20 Apply To Ring Alert Enables a ring tone to check the type of contact that a ring tone is required for from the Apply to: list. The options are: Voice: the ring tone will be heard as long as a Voice call (Inbound ACD, Outbound ACD, or Incoming non ACD) is ringing. the ring tone will be heard as long as an contact is presented. Chat: the ring tone will be heard as long as a chat contact is ringing. Outbound confirmation window: the ring tone will be heard as long as the Outbound Confirmation window is open. The Ring Alert section contains the followings ring options: Ring Once Continuous Ring If checked, the ring tone will be heard once upon ringing contact. If checked, the ring tone will be heard until the contact is answered. Ring Tone The Ring Tone section contains the followings ring tone options: Default (speaker beep) File Check this check box to use the computer internal speaker to generate the ring tone. Check this check box to define a WAV file to be heard. In such case, the computer must be equipped with voice card hardware. When selecting this option, click the button to browse for the WAV file. Aeonix Contact Center - Agent User Guide 12

21 The Setup Window Queue Alert Tab In this tab, the agent can cancel or activate an alert tone generated by an incoming queued contact, as well as specify what type of alert tone to be generated. To access the Setup Window 'Queue Alert' tab: 1. Click the button in the Agent Toolbar. 2. Click the Queue Alert tab at the top of the Setup window. The Queue Alert tab of the Setup window comprises: Figure 0-6: The Agent Setup Window the Queue Alert Tab Aeonix Contact Center - Agent User Guide 13

22 Queue Alert Check this check box to enable the queue alert tone. The Queue Alert section contains the followings alert options: Speaker beep (Ring Once) If checked, in each alert interval (see below), the queue alert tone will be a single speaker beep. File: Wave files only. Requires sound card Alert Interval (Calls in queue and agent is not on a call) If checked, in each alert interval (see below), the queue alert tone will be a wave file heard through the sound card. Aeonix Contact Center - Agent User Guide 14

23 The Contact Status Window The Contact Status window shows the status of all contacts that are connected to the agent s position. The properties of any contact listed in this window can be viewed. Information in the Agent Contact Status window is displayed in column format. For a list of all available columns, see Available Fields in Agent Windows. To access the Contact Status Window: Figure 0-7: The Contact Calls Status Window. Click the button in the Agent Toolbar. In the Agent Contact Status window, the agent can perform the following actions: To view the properties of a contact: To add a note to a contact: Highlight a contact in the Contact Status window and click the Properties icon on the Contact status window toolbar. Right-click a contact in the Contact Status window and click Properties on the shortcut menu. In the Contact Properties dialog box key in a note to accompany the selected contact. Note: When the Aeonix Contact Center Agent closes - notes are not saved To sort the records according to a selected column: To add a column to the Agent Contact Status window: To remove a column from the Agent Click any column heading to display the records in ascending order. Click the column heading again to arrange them in descending order. 1. Right-click any column heading and click Insert Column on the shortcut menu. The Insert Column Dialog Box appears. 2. Select the column that you want to insert, define the header name to appear at the top of the column, alignment and width of the column. 3. Click OK. Right-click the column you want to remove and click Delete Column on the shortcut menu. Aeonix Contact Center - Agent User Guide 15

24 Contact Status window: To answer a contact: To disconnect a contact: To put a contact on hold: To retrieve a contact from hold: Right-click the required contact in the Contact Status window and click the Answer action. Right-click the required call in the Contact Status window and click the Drop action. Right-click the required call in the Contact Status window and click the Hold action. Right-click the required call in the Contact Status window and click the Retrieve action. Aeonix Contact Center - Agent User Guide 16

25 The Queued Contacts Window The Queued Contacts window displays information about the contacts that are currently waiting in one of the agent s currently logged on queues. The agent can double-click any contact to answer it directly from this window. Information in the Queued Contacts window is displayed in column format. For a list of all available columns, see Available Fields in Agent Windows To access the Queued Contacts Window: Figure 0-8: The Queued Contacts Window. Click the button in the Agent Toolbar. In the Queued Contacts window, the agent can perform the following actions: To answer a contact in the queue: To sort the records according to one of the columns: To add a column to the Contact Queue window: Double-click the contact to answer. Note: If another agent has already answered the contact, it will not be routed to your destination. Click a column heading. The records are re-ordered according to the selected heading in ascending order. Click the column heading again to arrange them in descending order. 1. Right-click any column heading and click Insert Column on the shortcut menu. The Insert Column Dialog Box opens. 2. Select the column that you want to insert, define the header, name to appear at the top of the column, alignment and width of the column. 3. Click O K. To remove a column from the Contact Queue window: Right-click the column you want to remove and click Delete Column on the shortcut menu. Aeonix Contact Center - Agent User Guide 17

26 The Contacts Log Window The Contacts Log window displays a record of all contacts that the agent handled since the last logon. The agent can view the properties of any contact in this window and attach notes to the record. For example, the agent may want a reminder about following up on this contact. The agent can delete an individual record from the list, or clear the whole log. Figure 0-9: The Contacts Log Window. To access the Contacts Log Window: Click the button in the Agent Toolbar. In the Contacts Log window, the agent can perform the following actions: To view the properties of a contact: To add a note to a contact: Highlight the required contact in the Contacts Log window and click the Properties icon on the Contacts Log window s toolbar. Right-click a contact in the Contacts Log window and click Properties on the shortcut menu. In the Contact Properties dialog box, key in a note to accompany the selected contact. Note: When the Agent closes notes are not saved To sort the records according to one of the columns: To delete a contact: To clear all records from the log: Click any column heading to display the records in ascending order. Click the column heading again to arrange them in descending order. Right-click the required contact in the Contacts Log window and click Delete on the shortcut menu. Right-click the Contacts Log window and click Clear Log on the shortcut menu. Aeonix Contact Center - Agent User Guide 18

27 To add a column to the Contacts Logs window: 1. Right-click any column heading and click Insert Column on the shortcut menu. The Insert Column Dialog Box opens. 2. Select the column that you want to insert, define the header, name to appear at the top of the column, alignment and width of the column. 3. Click O K. To remove a column from the Contacts Logs window: Right-click the column you want to remove and click Delete Column on the shortcut menu. Aeonix Contact Center - Agent User Guide 19

28 The Telephony Window The Agent Telephone Manager window represents an actual telephone keypad, enabling you to perform all operations from your desktop. It contains a dialing keypad and buttons that can be assigned to various functions, such as answering contacts or starting applications. This window is arranged into tabs. The first tab (Telephony) contains the keypad and nine buttons. Every other tab contains 20 buttons. Excepting the Telephony tab, you can add, remove, and rename tabs as required. By assigning properties to each button, you can define its function and related information. Figure 0-10: The Telephony Window To access the Telephony Window: Click the button in the Agent Toolbar. In the Telephony window, the agent can perform the following actions: To make a call: Key in the number by clicking the buttons on the keypad or using the number keys on the keyboard, and click Send. To define the properties of a 1. Right-click an unassigned button and click P ro p ertie s on the shortcut menu. The Button Properties Dialog Box opens. button: 2. Select the required category (Telephony, ACD, Window, and Other Additional Operations) and choose the function that you want to assign to this button. 3. If the selected function requires you to define parameters (for example, a number to dial), the Setup button is enabled. Click this button to open the relevant dialog box and define the required parameters. 4. Enter the caption that you want to appear on the button and click O K. Aeonix Contact Center - Agent User Guide 20

29 To edit the properties of a button: To clear the properties of a button: 1. Right-click the button and click Properties on the shortcut menu. The Button Properties Dialog Box opens. 2. Edit the properties and click O K. Right-click the button and click Clear on the shortcut menu. To add a new tab: 1. Right-click any tab and click Insert on the shortcut menu. The Insert Tab dialog box opens. 2. Enter the required name and click OK. To rename a tab: 1. Right-click the tab and click Rename on the shortcut menu. The Rename Tab dialog box appears. 2. Enter the new name and click OK. To remove a tab: 1. Right-click the tab and click Remove on the shortcut menu. 2. Click OK to confirm the removal of the tab. Aeonix Contact Center - Agent User Guide 21

30 The Chat Window The Chat window opens when the agent answers a chat contact. The Chat window comprises: Conversation area Shows a detailed transcript of the ongoing chat call. Each line is preceded by the name of the active party. Text is displayed exactly as it is typed and internet pages are shown as URL addresses. Note: When the call is completed, you can send a copy of the transcript to the caller. The transcript is also saved in the system. Text area Type text messages and URL addresses in this area. Responses tree area On the left side of the window, a list of all the predefined responses is presented In the Chat window, the agent can perform the following actions: To send a text message to the customer: To send a URL to the customer: To Disconnect the chat contact: To suspend the link between the customer s browser and the agent s browser: To restore the link between the customer s browser and the agent s browser: To restore the link between the customer s browser and the agent s browser: To view the simultaneously browsing link status: Click the button to send the text typed in the text area to the caller and add it to the transcript area. Click the button to send the URL, as typed in the text area, to the caller. The URL specification is added to the transcript area and the agent browser shows the URL page. Click the button to terminate the chat contact and to close the window. Click the button to enable the agent to browse and change Internet pages without affecting the customer s browser (for example, you may want to browse through the company s price list without the customer seeing). Click the button to restore a suspended link so that the agent s browser displays the page currently seen by the customer. Click the button to restore a suspended link so that the customer s browser displays the page currently seen by the agent. Indicates whether the link has been suspended (Suspended Link) or remains active (Restore Link with customer). Aeonix Contact Center - Agent User Guide 22

31 The Contact Properties Dialog Box Figure 0-11: The Contact Properties Dialog Box. The Contact properties dialog box is used in various windows that display contacts (Contacts Status Window, Contacts Logs Window). It is used to display detailed properties of the contact. The agent can use it to add notes to the contact (e.g., as a reminder to resume handling this contact at a later time). Note: When the Aeonix Contact Center Agent closes, notes are not saved. Aeonix Contact Center - Agent User Guide 23

32 The Button Properties Dialog Box The Button Properties dialog box opens automatically whenever you right-click a button in the Agent Telephone Manager window and click Properties on the shortcut menu. In this dialog box, you can select the function that you want to assign to this button, change the caption of the button, and define the parameters of the button. Figure 0-12: The Button Properties Dialog Box. Aeonix Contact Center - Agent User Guide 24

33 The Insert Column Dialog Box The Insert Column dialog box opens automatically whenever you insert a column in the Contacts Log, Contacts Status, or Queued Contacts windows. It enables you to select the type of column that you want to insert, change the label of the column heading (the default is the same as the column type), and define the alignment and width of the column. Figure 0-13: The Insert Column Dialog Box. To select column type: To change the label of the column heading: To define the alignment of the column: To define the width of the column: Click the arrow next to the Column field and select a column type from the drop-down list. Highlight the current heading in the Header field and enter the new heading. Click the arrow next to the Alignment field and select an option (Left, Center, Right) from the drop-down list. Enter the required value in the Width field. Note: You can modify the width of a column in the window by dragging the edge of the column to the desired position. Aeonix Contact Center - Agent User Guide 25

34 Available Fields in Agent Windows Column Name ACD Group Called Calling Elapsed Last Redirection Originally Called Time Trunk ACD Enter Date ACD Enter Time ACD Q Time Caller Name DNIS ANI Priority Description The ACD group to which the call belongs. The extension the call is going to (your phone number). Caller phone number (if available). Time in the current state. The device that re-routed the call. For example, if a call that entered IRN 6020 was routed to music, the last redirection will be IRN If the call is then routed from music to an IVR port, the last re-direction will be music. The number that was originally called. In the above example, the Originally Called is the IRN. The time the ACD contact started ringing on the agent phone. The time is set according to the agent s computer. If the call entered through a trunk, this trunk appears in the field. The date the contact entered. The time the contact entered. For queued contacts, this is the time the contact is queued in this specific group. If the caller is a known customer, the customer name appears here. The DNIS number (that is, the series of digits that identifies the number that the caller dialed). ACD contacts will always be in the IRN. For other calls, this is the number the caller dialed. The ANI number (the series of digits that identifies the caller, or Caller ID). The priority level assigned to this contact. A priority level is assigned to each contact on a scale of 1 to 100, where the number 100 is the highest priority. Aeonix Contact Center - Agent User Guide 26

35 Column Name Q position Service Creation time Deletion Time State Last State Waiting Time Average Q Time Call Back Destination Call Back Time Customer Name Customer Number Dial List ID Language Media Session ID Start Q Time Type Description The sequential number of the contact in the queue. The specific service required by the caller (for example, sales of specific products or specific banking services). This is the service by which the call is routed to the agent. The time the contact started ringing on the Agent phone. The time the contact left the Agent phone, either on disconnect or going to another destination. The current state of the contact (or agent). The last state before the contact left the agent phone (relevant to the contacts log window). The wait time in queue. The estimated time the caller should be answered. The number the caller entered as the callback destination. The time the caller entered as the required callback time. The customer name as per the customer table. The customer number as per the customer table. The dial list name. The parameter defines the language the caller will hear in announcements. Define the media type: voice, chat or . Define the chat session ID. The time the contact entered the queue. Describes whether the contact is Inbound or Outbound. Aeonix Contact Center - Agent User Guide 27

36 Column Name Enter OMS Date Enter OMS Time Sent Date Sent Time From To Subject Description The date the contact entered the Organizational mail serve (OMS). The time the contact entered the Organizational mail serve (OMS). The date the contact was send by the customer. The time the contact was send by the customer. The address of the contact sender. The address that the contact was sent to. The contact s subject. Aeonix Contact Center - Agent User Guide 28

37 The Program Setup Dialog Box To access the Program Setup Dialog Box: Add a Run Program button to the toolbar or right-click an existing one. - Or - Right click a button in the Agent Telephone Manager window, then click Properties on the shortcut menu, and select the Run button from the Other category. In this dialog box, you can select the program that you want to run, the working directory for that program, and set the command line parameters for that program. Figure 0-14: The Button Program Setup Dialog Box. Aeonix Contact Center - Agent User Guide 29

38 The Callback Confirmation Dialog Box The Callback Confirmation dialog opens automatically when the agent become reserved for outbound call and the Callback Confirmation mode is active for that call. The Callback Confirmation mode can be activated or deactivated for a specific dial list. In addition, for every service, it can also be activated or deactivated for Callbacks calls and for outbound calls dialed to abandoned callers. The Callback Confirmation displays the call s details and let the agent decide whether to accept or reject the call. Figure 0-15: The Callback Confirmation Dialog Box. The Callback Confirmation dialog box comprises: Destination Number Customer Number Customer Name The dial number that the system is about to dial This parameter displays the contents of the mandatory call profile field named Customer Number. In order to contain information, this field should be filled in while the outbound call was created (for abandoned and call back calls, it is during the handling of the incoming call. For dial lists, it should be fetched from the external database and being stored in this CP filed). This parameter displays the contents of the mandatory call profile field named Customer Name. In order to contain information, this field should be filled in while the outbound call was created (for abandoned and call back calls, it is during the handling of the incoming call. For dial lists, it should be fetched from the external database and being stored in this CP filed). Aeonix Contact Center - Agent User Guide 30

39 Response countdown The agent should accept or reject the call within a predefined time. If the agent neither accepted nor rejected within this time, the system will behave as if the agent decided to reject the call. This field shows the time left (in seconds) for the agent to response. Note: Attached to each call in the system, the call profile consists of dynamic information used to route the call and provide relevant history. Information is updated as the call moves through the system. For example, ANI information is recorded when the call enters from the PSTN; and the caller may add more information via IVR menus. Each field in the call profile is either mandatory (predefined by the system), or optional (also known as a user field, defined by the system administrator during setup). These fields may be different on each installation. In the Callback Confirmation dialog box, the agent can perform the following actions: To accept the callback call To reject the callback call Press the Yes button. The system will immediately start dialing the call. Press the No button. The agent is forced released and the system will offer the call to the next available agent. Aeonix Contact Center - Agent User Guide 31

40 Chapter 4 The Aeonix Contact Center - Agent Toolbar The Agent Toolbar contains buttons that provide quick access to frequently used operations and application windows. The Agent Toolbar enables the agent to perform all telephony and ACD operations from his/her desktop in a single button click. It also provides access to special features of the Aeonix Contact Center Agent application, such as the Calls Log Window. The status line at the bottom of the toolbar provides information about current activities, e.g. when there is an incoming contact it displays information about the source and destination of the contact. The status bar also changes color to give a visual indication of the current activity, e.g. when there is an incoming contact the bar turns yellow. There are five types of operations that can be performed from the toolbar: Status bar Telephony Operations ACD Operations. Access Agent Windows. Additional Operations. Internet Operations. Aeonix Contact Center - Agent User Guide 32

41 The Agent Toolbar The Status Bar The status bar displays the current activity of the agent. The data that is displayed is the same as the columns that are displayed in the Contact Status window. In order to change the order of the data displayed, or in order to add / remove data to / from the status bar, the agent should open the Contact Status window and to do the same change in this window (see The Contacts Status Window). The current activity of the agent means the contacts currently handled by the agent. The agent may simultaneously handle many contacts (any combination of calls on hold, ringing calls, a connected call, answered mail contacts, chat contacts). In the Contact Status window, a separate line displays each contact. On the status bar, on the other hand, the parameters of a single contact are always displayed. Click this button to toggle between the active contacts. Contact Type identifier The following call type identifiers are used to identify the type of the displayed contact: The currently displayed contact is a callback call. The currently displayed contact is a web callback call. A web callback call is a callback call that the callback was requested on the Web. The currently displayed contact is a dial list (campaign) call. The currently displayed contact is a callback call to an abandoned caller. The currently displayed contact is an incoming ACD contact. Media Type identifier The following media type identifiers are used to identify the media type of the displayed contact. The currently displayed contact is a chat contact. The currently displayed contact is an contact. The currently displayed contact is a voice call contact. Aeonix Contact Center - Agent User Guide 33

42 The Agent Toolbar Telephony Operations Call Click this button to dial a call. If the button is preprogrammed, the system dials the requested number. If the button is not pre-programmed, a Call Destination dialog box is opened. In this dialog box, enter the number you want to call or choose a number from the last dialed list, and click O K. The system dials the requested number. Note: Each Call button on the toolbar can be preprogrammed with a specific number. This allows the agent to connect to predefined numbers without having to enter the number every time. Answer This button will blink whenever a contact is ringing at the agent s position. Click this button to answer the contact. Note: If the contact is an contact, the system waits for the agent to open her/his client (if not yet opened) and to press the button that downloads from the Aeonix Contact Center server. Disconnect Click this button to disconnect the currently active contact. Note: The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Hold Click this button to put the currently active call on hold. Note: The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Aeonix Contact Center - Agent User Guide 34

43 Retrieve Click this button to retrieve the currently active call from hold. Note: The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Start Transfer When clicking this button, the system puts the currently active call on hold and opens the Start Transfer dialog box. Note: The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. In this dialog box, enter the number to transfer the call to, or select it from the drop-down list of the previously dialed numbers, and click OK. The system dials that number. Use the Complete Transfer button ( ) to complete the transfer or the Reconnect button ( ) to cancel the consultation call and to return to original caller. Note: Each Start Transfer button on the toolbar can be pre-programmed with a specific number. This allows the agent to transfer to predefined numbers without having to enter the number every time. Complete Transfer Start Conference See exact description in the Start Transfer button description. When clicking this button, the system puts the currently active call on hold and opens the Start Conference dialog box to start a supervised conference of the currently active call. Note: The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Aeonix Contact Center - Agent User Guide 35

44 In this dialog box, enter the number to conference the call to, or select it from the drop-down list of the previously dialed numbers, and click OK. The system dials that number. Use the Complete Conference button ( ) to complete the conference or the Reconnect button ( ) to cancel the consultation call and to return to original caller. Note: Each Start Conference button on the toolbar can be pre-programmed with a specific number. This allows the agent to conference to predefined numbers without having to enter the number every time. Complete Conference Complete supervised conference of the currently active call. See exact description in the Start Conference button description. Aeonix Contact Center - Agent User Guide 36

45 Single Step Transfer Click this button to initiate a single step (unsupervised) transfer of the currently active call to an agent. Note: The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Clicking the button opens the Single Step Transfer destination dialog box. Enter the number to transfer the call to, or select it from the drop-down list of the previously dialed numbers, and click O K. The system connects the caller of the currently active call to the destination. Note: Each Single Step Transfer button on the toolbar can be pre-programmed with a specific number. This allows the agent to transfer to predefined numbers without having to enter the number every time. Swap Calls Reconnect Swaps the call on hold with the connected call. Cancel the current call and reconnect to the previously handled call. See exact description in the Start Transfer button description and in the Start Conference button description. Aeonix Contact Center - Agent User Guide 37

46 Divert Call Click this button to divert the incoming call to another destination. Note: In some environments, this button will also divert calls that were answered by the agents. The currently active contact is displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. In the Divert Call Destination dialog box enter the dial number to divert to, or select it from the previously dialed numbers list box, and click O K. Note: Each Divert Call button on the toolbar can be pre-programmed with a specific number. This allows the agent to divert to predefined numbers without having to enter the number every time. Set Callback Reinsert Busy Click this button to instruct the system to dial this outbound call again since this customer is busy (the agent hears busy tone). Note: In some environments, the system identifies automatically that the destination is busy and the call is not transferred to the agent at all. This button is for environments where the system does not automatically identify and re-dial this callback after the busy retry timeout. Set Callback Reinsert No Answer Click this button to instruct the system to dial this outbound call again since this customer did not answer. Note: In some environments, the system identifies automatically that the destination did not answer and the call is not transferred to the agent at all. This button is for environments where the system does not automatically identify and re-dial this callback after the busy retry timeout. Set Callback Reinsert Terminate Click this button to instruct the system not to dial again this outbound call. Aeonix Contact Center - Agent User Guide 38

47 Silent Monitor Break-in Record on Demand Click this button to join in on an existing conversation. The telephone number of one of these parties must be entered (right-click the button to change this number). Conversing parties will not be able to hear the monitoring party. Click this button to break into the currently active call. Click this button to record the current call. Note: Future option. Check availability. Aeonix Contact Center - Agent User Guide 39

48 The Agent Toolbar ACD Operations / Login / Logout Primary Group The list of groups defined for an agent in the administration is the primary groups of the agent. Click this button to login / logout of all the agent s primary ACD groups in one click. Note: This button reflects the login status to the primary groups. It is red if the agent is not logged in to the primary groups list and green if the agent is logged in to the primary groups list. Clicking this button changes the current state. Aeonix Contact Center - Agent User Guide 40

49 / / Login / Logout Group Groups Manager Release with no code / Resume Click this button to login / logout from a specific group. In the dialog box that opens, select from the drop-down list the group to login / logout from. Note: Each Logout group button on the toolbar can be preprogrammed with a specific group. This allows the agent to logout from this group without having to select the group every time. In such a case, this button reflects the login status to the pre-programmed group. It is red if the agent is not logged in to the pre-programmed group and green if the agent is logged in to the pre-programmed group. Clicking this button changes the current state. Click this button to open the Groups Manager dialog box and manage the list of Login / Logout groups. In this dialog box the agent can move groups between two lists: the list of groups that the agent is logged into and a list of groups that the agent is not logged into. Clicking Apply causes the system to log the agent into the list of relevant groups and logout of irrelevant groups. Click this button to set the agent in a released state with no specific release code / to set the agent in a resumed state. In the release state, the agent will not receive any ACD contacts. The agent may still receive an ACD call through transfer from another agent in the same group. In this case, the system will resume the agent for the call duration and release it again at the end of the call.. In the resume state, the agent works normally. Note: The icon on this button toggles between Release with no code and Resume. Aeonix Contact Center - Agent User Guide 41

50 Release with code Click this button to set the agent in a released state with a specific release code. In the dialog box that opens, select the code from the drop down list. In this state, the agent will not receive any ACD contacts. The agent may still receive an ACD call through transfer from another agent in the same group. In this case, the system will resume the agent for the call duration and release it again at the end of the call. Note: Each Release with code button on the toolbar can be pre-programmed with a specific release code. This allows the agent to release without having to select the release code every time. Wrap-up Code Wrap-up Manual Control Ready Transfer to Agent Supervisor Help Click this button to enter a wrap-up code for a call. In the dialog box that opens, select the required wrap-up code from the list. Note: Each Wrap-up button on the toolbar can be preprogrammed with a specific wrap-up code. This allows the agent to enter the wrap-up code without having to select the code every time. Click this button to control the wrap-up state and extend the wrap-up time if the automatic wrap-up time is insufficient. Note: The Ready button will flash as a reminder to the agent to press it in order to get further ACD calls. Press this button to manually end the Wrap-up / Controlled Wrap-up state and become available for further ACD calls. Click this button to transfer a contact to another available logged in agent. In the dialog box that opens, select from the drop-down list the agent to transfer the call to. Click this button to notify the supervisor that the agent requires help. The indication appears in the supervisor s Real Time Monitoring application. To turn it off, click this button again. The Agent Toolbar Other Operations Run program Click this button to execute an external application. The application may be defined using The Program Setup Dialog Box. Aeonix Contact Center - Agent User Guide 42