Virtual Communications Express User Guide: Call Center Supervisor

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1 Feature Overview Call Center Supervisor supports agent monitoring, queue management, current and historical reporting, and other features required in large call centers. Benefits of Call Center include: Efficient call handling and automatic call distribution (ACD) state management by Call Center agents Integration of online directories with click-to-dial capability Real-time monitoring of agent and queue activity by Call Center supervisors Historical reporting on agent and queue activity by Call Center supervisors Feature Prerequisites Before the Call Center service can be used, the following conditions must be met: At least one 2-way DID must be assigned to the Call Center and active. A Call Center must be ordered and provisioned at each site where agents or supervisors are assigned. There must be at least one Call Center agent seat in inventory at the site. At least one agent must be assigned to the Queue and signed in as available. Call Center agents and supervisors must have a Premium station type. Note: User features such as Call Forwarding do not invoke on calls to users through the Call Center. All announcements and music on hold must be formatted as CCIT u-law 8.000kHz, 8 bit Mono.WAV Notes NOTE 1: To work in full screen mode, make sure that the main window is in focus and then click F11. NOTE 2: The Back, Forward, and Refresh options in web browsers are not supported by the Call Center. NOTE 3: When a window is vertically resized, the panes do not always resize to fill the window. To resize a window, drag the window from the bottom right-hand corner or collapse and then expand the panes after resizing to adjust them to the window.

2 Table of Contents Feature Overview...1 Feature Prerequisites...1 Notes...1 Table of Contents...2 Launch the Call Center...5 Set Up the Call Center...7 Enable/Disable Features...7 Navigate the Call Center...8 User Status...9 Controls Call Action Buttons Keyboard Shortcuts Call Console Header Dialer Current Calls My Conference Calls Call States and Actions Call Types Contacts Search Contacts Show/Hide Directories Show Contact Details Sort Contacts Add/Delete Personal Contacts Manage Calls Call Management Operations Incoming Call Details Answer a Call

3 End a Call Drag-and-Drop Call onto Contact Transfer Calls Make Outbound Calls Set Outgoing Calling Line Identity (CLID) Dial an Ad Hoc Number Redial a Number Dial a Contact Dial from Search Hold/Resume Calls Manage Conference Calls Start a Three-Way Conference Add a Participant to a Conference Hold a Conference Resume Conference Hold Participant Take Participant off Hold Leave Conference End Participant End Conference Manage Agents Select Agents to Monitor Agent Phone and ACD States View Agent Details Change Agent ACD State Silently Monitor an Agent s Call Barge in on an Agent s Call Pick up Agent s Ringing Call Manage Queued Calls Select Call Centers to Monitor Modify Number of Calls to Display

4 Show/Hide Call Center Panes View Queued Calls Group Queued Calls Order Queued Calls Enable Night Service Override or Forced Forwarding Retrieve Call from Queue Promote a Call in Queue Transfer a Call to another Queue Transfer a Call from Queue to Agent Transfer a Call to an Ad Hoc Number Change Position of Call in Queue Transfer a Call to Top of Queue Reporting Dashboard Queue Statistics Agent Statistics Settings General Tab Application Tab Services Tab Plug-ins Tab Report Tab About Tab Additional Help and Resources Getting Started with Your Service Returning Equipment Contact Us

5 Launch the Call Center 1. Log in to the My Phone dashboard at Figure 1 Login 2. Enter your Username and Password. 3. Click Login. The My Phone home page appears. 4. Click the My Features tab at the top of the screen. 5. Click Call Center on the left. The Call Center Information screen appears. Figure 2 Call Center Information 6. Click Activate Supervisor. The Call Center login screen appears. 5

6 Figure 3 Log In the Call Center 7. Enter your Call Center User ID and Password. Your user name and password are shown on the Call Center Information screen (Figure 2 on previous page). Note: It is a good idea to bookmark the login page so you can access it directly when you log in to the Call Center. 8. Click Sign In. The Call Center Supervisor appears. Figure 4 Call Center Supervisor 6

7 Set Up the Call Center When you sign in to Call Center for the first time, it is recommended that you configure the following settings: Configure agents you want to monitor. For more information, refer to Select Agents to Monitor. Configure queues you want to monitor. For more information, refer to Select Call Centers to Monitor. Enable/Disable Features You can use the following features in the Call Center: Call Waiting, Call Forwarding Always, and Do Not Disturb if your administrator assigned them to you. Enable/disable Call Waiting: 1. Click in the Call Console. The button changes to to indicate that it is enabled. 2. Click to disable it. Enable/disable Do Not Disturb or Call Forwarding Always: 1. Click Settings in the top right corner of the main screen. The Settings screen appears. 2. Click the Services tab. 3. Select the feature you want to enable or disable. 4. Check or uncheck Active If you checked Active for Call Forwarding Always, enter the phone number to which you want to forward calls in the Forward To field. Check Ring Splash if you want to be notified by a short ring to let you know a call came in and was forwarded. 5. Click Save. 7

8 Navigate the Call Center The main screen is where you perform most of your call management or monitoring tasks. There are also links to reporting and settings. Most Call Center controls appear only when the action they represent can be taken. The controls that allow you to take actions on calls are called action button. Refer to the Controls section for descriptions of action buttons. Figure 5 Call Center Supervisor The following table describes the Call Center elements. Item Number Element Description 1 Menu Bar Contains links to Reporting, Dashboard, Settings, Help, and Sign Out. It also displays your status (e.g., Available, Do Not Disturb, etc.). Reporting provides historical information about agents call center performance. Dashboard provides real-time information about supervised agents and queues Settings configure various Call Center settings such as agent policies, services, plug-ins, and report settings. 2 CALL CONSOLE Manage current calls and conference calls. 3 CONTACTS Contains your directories and allows you to manage contacts and use contacts to make calls or take actions, such as transfer to contact or queue. 4 QUEUED CALLS The Queued Calls pane is only available to supervisors and allows you to manage queued calls for call centers that you supervise. 8

9 User Status Information about you is displayed in the top right corner of the main screen: name, availability to take calls, and voice mail status. Your current ACD state is displayed to the right of your name. As Supervisor, you are always Available unless configured by your administrator to also function as an agent. If so, you can change your ACD state by selecting a new state from the drop-down list. Figure 6 User Status - Displays the ACD state. In addition, information about the following features is provided: Do Not Disturb (DND) has precedence over Call Forwarding Always Call Forwarding Always (CFA) has precedence over your busy phone state Busy Phone State Voice Messaging If none of the features are enabled and your phone state is Idle, no icon is displayed. The Voice Messaging icon displays only when you have outstanding voice messages. 9

10 Controls Most Call Center controls appear only when the action they represent can be taken. For example, when you enter a number or select a contact, the Dial button appears allowing you to place a call. The contextual controls that correspond to call operations such as dialing, transferring calls, or putting calls on hold are called action buttons. They appear in the Dialer, call entry, directory entry (contact), call log, or queued call. The following table lists the general controls used in the Call Center and the controls displayed on the headers in the panes. Control Common Controls Description The Options button is located in the upper-right corner of a pane. Click it to display a drop-down menu of options that control the display of information in that pane. The available options depend on the context. Show/hide the contents of a pane. Close a pane. Edit a list of items, such as agents to monitor or speed dials. Dialer, Call Console, Directories, and Search Controls Select the phone number to use as your Calling Line ID for the next outgoing call. Displays your current state and allows you to change it. End a conference call. Disconnects you from the conference while allowing participants to continue the call. Holds the conference call. Resumes a held conference call. Un-mutes your silent monitored call, thereby establishing a three-way conference. Queued Calls Places a selected directory below the Call Console. Identifies and allows you to change the service mode of a supervised Call Center. 10

11 Call Action Buttons Action buttons allow you to perform actions on calls, such as answering or transferring a call, or actions that result in a call being placed, such as dialing a number or contact. Action buttons appear on the Dialer, on a call line, in a call history log, in a directory entry, or (for supervisors) in a queued call entry. Action buttons are contextual, that is, they appear on a line/entry when the corresponding action can be performed on that entry. For example, when you select a contact in directory, the contact expands and the Call and Extension buttons appear on the line for that contact allowing you to call the contact. Other buttons may appear on the line for a contact, depending on the call state and the contact s configuration. Figure 7 Call Action Buttons on a Contact The following table describes the action buttons in the Call Center. Call Action Description Dials the number you entered in the Dialer. Places a call to a selected contact or to a number in Call History. Re-dials the last dialed number. Dials a contact s extension. Dials a contact s mobile number. Opens a new message to the contact s address. Transfers a call to an ad hoc number entered in the Dialer. Transfers a call to a selected number or contact. Answers an incoming call, answers an unanswered call for a contact, or resumes a held call. 11

12 Keyboard Shortcuts The following table describes the keyboard shortcuts you can use with the call center. Key Description Mouse Action ESC Closes the open window/pop-up. Click Close. ESC Exits the selected item, such as a text box. Cancel the changes. / Places the cursor in the Dialer field. Note: In Microsoft Internet Explorer 8, the / shortcut key does not always work. Pressing the key clears the default Enter Number text, but does not place the cursor in the input field. Click in the Dialer field.? Places the cursor in the Search field. Click in the Search field. ARROW DOWN ARROW UP PAGE DOWN PAGE UP 1.9 Selects the next item in the Call Console or the Queued Calls pane. Selects the previous item in the Call Console or the Queued Calls pane. Goes to the next page in the Call Console or the Queued Calls pane. Goes to the previous page in the Call Console or the Queued Calls pane. Pressing 1 selects the first call, pressing 2 selects the second call, etc. Click the scroll bar or the next item on a list. Click the scroll bar or the previous item in a list. Scroll down one page. Scroll up one page. Select a call in the Call Console. SPACEBAR Answers the selected incoming call. If no call is selected, answers the incoming call that has been waiting the longest. Pressing the Spacebar again answers the next longest waiting incoming call, which puts the previously answered call on hold. Click Answer on the selected incoming call in the Call Console. <PERIOD> ENTER ENTER Ends the selected call. If the cursor is placed in the Enter Number field in the Dialer, the entered digits are dialed. If the cursor is placed in the Search field, a search is performed. Click End on the selected call in the Call Console. Click Dial. Click Search. 12

13 Key Description Mouse Action + Transfers the selected call to the ad hoc number entered in the Dialer. Click Transfer in the Dialer. SHIFT+1..9 Pressing SHIFT+1 selects and answers the first ringing call, pressing SHIFT+2 selects and answers the second ringing call, etc. Select a ringing call and click Answer. SHIFT+1..9 Pressing SHIFT+1 selects and places on hold the first active call, pressing SHIFT+2 selects and places on hold the second active call, etc. Select an active call and click Hold. SHIFT+1..9 Pressing SHIFT+1 selects and retrieves the first held call, pressing SHIFT+2 selects and retrieves the second held call, etc. Select a held call and click Retrieve. S or s Opens the Settings screen. Click the Settings link. B or b Goes from the Settings screen to the main screen. Click the Back to Application link. R or r Opens the Call History screen. Click the Call History button. H or h Opens the help. Click the Help link. D or d SHIFT+L or SHIFT+l Opens the Dashboard or brings the Dashboard to the front if it is already open. Signs the user out of the application. Click the Dashboard link. Click the Sign Out link. SHIFT+A Sets the agent s ACD state to Available. Select Available. SHIFT+U Sets the agent s ACD state to Unavailable. Select Unavailable. SHIFT+W Sets the agent s ACD state to Wrap-Up. Select Wrap-Up. 13

14 Call Console Use the Call Console to view and manage calls. The Call Console contains the following elements: header, dialer, current calls, and conference calls. Header Figure 8 Call Console The header contains controls that allow you to access call history, group your calls, and enable/disable call waiting. Figure 9 Header 14

15 Dialer The Dialer allows you to make ad hoc calls and set your outgoing calling line identity (CLID) for the next call. Figure 10 Call Console Dialer Click to set the number you want to use for outgoing calls. To place an ad hoc call, enter a number in the text box and click. While on an active call, there will be Action Buttons according to the action being performed. 15

16 Current Calls The Call Console displays your current direct and Call Center calls and allows you to take actions on them. Direct calls are calls placed from or received on your own phone number. Call Center calls are calls routed to you from the Call Center if you are also staffing it as an agent. Conference details display in the My Conference Calls pane if you are on a conference call. The following information is displayed for each call: Figure 11 Current Calls Call State - visual representation of the current state of the call. Refer to Call States and Actions. Remote CLID - name of the remote party (if available) and the phone number. Call State name - name current call state. Call duration/held duration - duration of the call from the time the call was received. For held calls, the duration a call has been on hold. Action buttons - the call also displays action buttons for any actions you can take on the call. The actions you can perform depend on the call state. 16

17 My Conference Calls The My Conference Calls pane displays your current conferences and allows you to manage your conference calls. Note: You can only be involved in one conference call at a time. Figure 12 My Conference Calls The header contains controls that allow you to manage your conference call: End the conference Leave the conference Place the conference on hold Resume the conference that you placed on hold When the My Conference Calls pane is expanded, the call legs that make up your current conference are listed. Each two-way call is displayed on a separate line. The information displayed for each call leg is the same as the information displayed for two-way calls. Refer to Current Calls. 17

18 Call States and Actions The following table lists the call states and actions that can be performed. Call State Description Icon Ringing In (Local) Incoming Local Call Personality Click-To-Dial Ringing In (Remote) Incoming Terminator Call Actions Answer, End Answer, Conference, End Ringing Out, Outgoing Outgoing Originator Conference, End Active Active Any On Hold Held Any On Hold (Remote) Remote Held Any Transfer, Hold, End, Conference Transfer, Resume, End, Conference Transfer, Hold, End, Conference Active (In Conference) Active Conference Transfer, Hold, End Held (In Conference) Held Conference Ringing In (Recalled Call) Call Recalled Terminator Resume, Transfer, End Answer, Conference, End 18

19 Call Types The following table describes the types of calls measured in call center statistics. Name Description ACD Call Inbound Call Outbound Call Held Call Transferred Call Answered Call Abandoned Call Received Call Overflowed Call Queued Call Bounced Call Stranded Call Call delivered to a call center number that is directed to an agent via the ACD function. Direct call to an agent. Other calls treated as inbound calls include: Calls that a supervisor retrieves from a queue Calls that an agent receives due to a transfer from another agent Note: They may have originated as ACD calls. Outbound call made by an agent. ACD call that was placed on hold by an agent. Each time an agent places a call on hold, it is counted as a held call. ACD call that was transferred to another number. Transfers can be the result of manual transfers by agents, transfers to voice mail because the calls were timed out, and transfers by supervisors to alternate queues. Note: A timed-out call is a call that is transferred due to exceeding the maximum wait time in a queue. ACD call that was answered by an agent. ACD call that entered the queue, but the caller hung up before the call was answered or transferred. ACD call that was received and either answered or abandoned. Overflowed calls are not included. ACD call that was received, but immediately transferred to another destination due to exceeding the configured maximum queue size or the configured maximum wait time. ACD call that is not immediately diverted using the Night Service, Forced Forwarding, or Overflow, and goes to a queue to be distributed to an agent or to wait for an available agent. Call that was transferred back to queue because it was not answered by an agent in the specified time. Call that is in a queue after all agents assigned to the queue have moved to the Sign-Out ACD state. 19

20 Contacts The Contacts pane contains your directories and allows you to make or manage calls. For information on using contacts to manage calls, see Manage Calls. The Contacts pane contains the following: Search Contacts - search for specific contacts in your directories Company Contacts - contains the contacts in your enterprise directory. Personal Contacts - contains the contacts from your personal phone list. It displays the name/description and phone number of each contact. Agents - used by supervisors to monitor and manage agents under their supervision. Call Centers - available to both agents and supervisors. It lists the call centers you are staffing as an agent or monitoring as a supervisor and the associated Dialed Number Identification Service (DNIS) numbers. The primary purpose of this pane is to provide you with a quick way to transfer calls to queues. Directories - consolidates the contacts from your enterprise and personal directories. This pane is always visible. You can choose which directories to display and you can collapse the pane but not close it. Figure 13 Contacts 20

21 Search Contacts You can search for specific contacts in your directories. Figure 14 Search Contacts 1. Enter a name or number in the search field and press Enter. You can enter partial information, such as part of a name or phone number. For example, if you do not remember whether Mary s last name is spelled Shelley or Shelly, you can enter Shell, and either name is returned. Note: The search is not case-sensitive; the search for Ann and ann returns the same results. 2. To restrict the search to contacts that start with the entered text, check Begins with. 3. Select the directories in which to search from the drop-down list, if applicable. 4. Press Enter. The text you entered is matched against every entry in the selected directory. Matching search results display. 5. Click to clear the search results. 21

22 Show/Hide Directories You can decide which directories you want to show/hide in the Contacts pane. Figure 15 Show/Hide Contacts 1. Click View Directories. 2. Check/uncheck the directories you want. Note: You cannot hide the Directories pane. 22

23 Show Contact Details You can view the details of a contact in any directory. Only one contact per directory can be expanded at a time. When you click a contact, the system automatically hides the details of the previously expanded contact. Figure 16 Show Contact Details 1. Click to expand a directory. 2. Click on a contact. The entry expands displaying the contact s details. The information depends on the target directory and includes the contact s phone numbers and action buttons. 23

24 Sort Contacts You can sort Company Contacts and Agents. Figure 17 Sort Contacts 1. Click Sort COMPANY CONTACTS or AGENTS. 2. Select how you want to sort: First Name, Last Name, or ACD State. When agents are sorted by ACD state and there is a change in an ACD state, the agents are not automatically re-sorted. 24

25 Add/Delete Personal Contacts You can add or remove personal contacts via the My Phone dashboard or the Call Center and updates appear in both places. Updates that you make via the My Phone dashboard appear in the Call Center the next time you sign in. 1. Click to edit or delete a Personal Contact. The Edit Personal Contacts pop-up appears. Figure 18 Edit Personal Contacts 2. Click Add to add a contact. A new line is added below the existing entries. 3. Enter a name for your new contact. 4. Press Tab on your keyboard to move to the Number field. 5. Enter a number for the contact. 6. Press Enter. -OR- Select a contact and click Delete to remove the contact from your Personal Contacts. 7. Click X in the top right corner to close the window. 25

26 Manage Calls Your current and incoming calls are displayed in the Call Console with the conference calls displayed in the My Conference Calls pane. Call Management Operations Figure 19 Call Console The following table provides a summary of the actions that you can take to manage calls. These actions (operations) are described in more detail in the following sections. Action Answer an incoming call Open URL Save a vcard Place a call on hold Resume a held call Description Click Answer in the Call Console. Click Web Pop URL in the Call Notification box for an incoming call. Click Add vcard in the Call Notification box for an incoming call. Move your mouse over the call and click Hold in the Call Console. Move your mouse over the call and click Retrieve in the Call Console. 26

27 Action Blind transfer a call Transfer with consultation Start a 3-way conference Add a participant to a conference Hold a conference Resume a conference Hold a conference participant Take a conference participant off hold Leave a conference End participant End a conference Set outbound CLID Dial an ad hoc number Re-dial a recent number Dial a recent number Dial a contact Dial from search Description Drag the call onto the target contact and click Transfer. Alternatively, enter the target number in the Dialer and click Transfer. While on a call, enter a number in the Dialer or select a contact in the Contacts pane and click Dial. When the new call is connected, consult with the party. When ready to transfer, select the original call. Move your mouse over the new call that and click Transfer. Select an active call in the Call Console. Move your mouse over a call and click Conference. Move your mouse over a call and click Conference in the Call Console. Click Hold in the My Conference Calls pane. Click Resume in the My Conference Calls panel. Select the call to put on hold in the My Conference Calls pane, and then click Hold. Select a held call in the My Conference Calls pane, and then click Resume. Click Leave Conference in the My Conference Calls pane. Select the target call in the My Conference Calls pane, and then click End. Click End Conference in the My Conference Calls panel. Click Outbound CLID in the Dialer, and then select the number to use as your calling line identity for the next call from the list. Enter a number in the Dialer and click Dial. Click Redial in the Dialer and select a number from the list. Start entering the number to dial in the Dialer. A list of numbers starting with the entered digits appears. Select a number from the list and click Dial. Click the contact in the Contacts pane, and then click Call. Select a contact in the Search Contacts pane and click Dial. 27

28 Incoming Call Details If logged into the Call Center as an Agent and the Call Notification feature is enabled, a Call Notification popup window appears on top of the system tray when you receive an inbound call. Figure 20 Call Notification (non-acd Call) For calls to your direct number or extension, the following information is displayed: Calling party name Calling party number Figure 21 Call Notification (ACD Call) For calls from a Call Center, the following information is displayed: Calling party name Calling party number Call Center name or DNIS name, followed by the time the call has been waiting in queue (wait time) Number of calls in queue (queued calls) NOTE 1: You must have only one tab open in the browser running Call Center to receive call notifications. NOTE 2: If calls come within eight seconds of each other, the Call Notification pop-up window only appears for the first call of that series. 28

29 Answer a Call You can answer calls manually or have your phone automatically answer incoming calls. Note: The Answer button is disabled when using Remote Office. Click -OR- to answer a ringing call. Click anywhere on the text in the Call Notification pop-up. -OR- Click in the Call Notification pop-up. This button is only active when Microsoft Outlook is running. End a Call Click to end an active call. Drag-and-Drop Call onto Contact You can drag a call from the Call Console and drop it on a target contact in one of your directories. This provides you with a quick way to perform operations on calls that involve a contact. As the call is dragged, a green icon appears. When the call is dropped onto the contact, no action is taken on the call. The target contact expands and you can select the action button for the operation you want to perform. Figure 22 Drag and Drop a Call onto Contact 29

30 Transfer Calls There are a few ways you can transfer calls: blind transfer, transfer with consultation, and transfer to queue. Blind Transfer Use this method to transfer a call to another number without providing an introduction to the destination party. Calls can be transferred while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered. To blind transfer a call to an ad hoc number: 1. Select the call to transfer in the Call Console. 2. Enter the destination number in the Dialer, and then click. The call is transferred and removed from the Call Console. To blind transfer a call to a contact: 1. Select the call to transfer in the Call Console. 2. Expand the directory in the Contacts pane from which you want to select a contact. 3. Click the destination contact and click. The call is transferred and removed from the Call Console. Transfer with Consultation Use this method to transfer a call with an introduction to the destination party. Calls can be transferred this way while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered. To transfer a call with consultation: 1. Place a call to the person to whom you want to transfer the call. If the first call was active, it is put on hold. 2. Wait until the called party accepts your call and speaks to the party. 3. When ready to transfer, select one of the two calls in the Call Console. 4. Hover your mouse over the call that is not selected and click. The calls are connected and removed from the Call Console. 30

31 Make Outbound Calls You can make calls to an ad hoc number or to a contact from any of your directories. You can also specify the calling line identity to use for your outbound calls. Set Outgoing Calling Line Identity (CLID) You can specify whether your direct number or a DNIS number assigned to one of your call centers should be used as your calling line identity when you make calls. This allows you to conduct outbound calling operations with an appropriate calling line identity presented to the called party. Figure 23 Set Outbound CLID in the Dialer Click in the Dialer and select the number from the drop-down list. The number you select is displayed as your CLID when you make the next call. Dial an Ad Hoc Number You use the Dialer to place a call to an ad hoc number. Figure 24 Dialer Enter the phone number in the Dialer and click. The client issues a click-to-dial attempt to the specified phone number and the call appears in the Call Console. 31

32 Redial a Number The Call Center keeps up to 10 most recently dialed numbers, which you can redial using the Dialer. 1. Place your cursor in the text box in the Dialer and start entering a number. A list of recently called numbers that start with the entered digits appears. Figure 25 Recently Dialed Numbers in the Dialer 2. Select the number to dial and click. The client issues a click-to-dial attempt to the selected number. -OR- Click and select the number from the list that appears. Figure 26 Redial a Number in the Dialer 32

33 Dial a Contact You can use any directory in the Contacts pane to dial a contact. 1. Expand the directory from which you want to dial a contact in the Contacts pane. Figure 27 Expanded Contact in Contacts Pane 2. Click the target contact to expand it and click. -OR- Click -OR- to dial the contact s extension. Click to dial the contact s mobile number. The client issues a click-to-dial attempt to the specified phone number and the call appears in the Call Console. Dial from Search You use the search function in the Contacts pane to search for contacts in your directories. For more information, refer to Search Contacts. 1. Perform a search. 2. Click the target contact to expand it, and then click. Hold/Resume Calls You can only put an active call on hold. Note: The Hold/Resume buttons are disabled when using the Remote Office service. 1. To place a call on hold, click for the target call. 2. To resume a held call, click for the target call. 33

34 Manage Conference Calls You can manage conferences in the Call Console. You can only have one active conference at a time. Use the current calls area to establish a conference and add participants to it. Use the My Conference Calls pane to manage or end an active conference call. Figure 28 My Conference Calls Note: To start conference calls, you must have the Three-Way Call or N-Way Call service assigned. Start a Three-Way Conference You must have at least two current calls to start a conference call. The calls can be received or made by you. If required, make calls using any of the methods described in Make Outbound Calls. 1. Select a call in the Call Console. Figure 29 Select an Active Call 2. Hover your mouse over a call that is not selected and click. A three-way conference is established and the connected calls appear in the My Conference Calls pane. Figure 30 My Conference Calls 34

35 Add a Participant to a Conference You must have the N-Way Calling service assigned to add participants to a conference. 1. If the call you want to add to the conference is not yet established, place a call. 2. Hover your mouse over the call in the Call Console, and then click. The call is added to the conference. Hold a Conference Click in the My Conference Calls pane. This allows other conference participants to continue their conversation. Resume Conference Click in the My Conference Calls pane. All the calls in the conference become active. Hold Participant 1. Expand the My Conference Calls pane. 2. Hover your mouse over the target call, and then click. Take Participant off Hold 1. Expand the My Conference Calls pane. 2. Hover your mouse over the target call and click. Leave Conference Click in the My Conference Calls pane. The other parties continue their conversation. Note: This function is only available for Three-Way conferences. End Participant 1. Expand the My Conference Calls pane. 2. Hover your mouse over the call and click. End Conference Click in the My Conference Calls pane. This releases all the calls that participated in the conference 35

36 Manage Agents You can use the Agents pane to view the agents you are supervising and to perform actions on them. You can also monitor the call and the ACD state of selected agents. Select Agents to Monitor You can monitor calls and ACD states of selected agents, but agents are not automatically monitored. You must select the agent to monitor their state. 1. Click in the Agents pane. The Edit Monitored Agents pop-up appears. Figure 31 Edit Monitored Agents 2. Check each agent you want to monitor. If you check an agent that is staffing multiple call centers, you are selecting them for monitoring under all call centers that they are staffing. 3. Click Save. The selected agents call and ACD states display. The state of agents who are not monitored appears as unknown (dimmed). The list is saved and is available during subsequent sessions. Figure 32 Agents 36

37 Agent Phone and ACD States Monitored agents have their phone and ACD states displayed in the Agents pane. An icon to the left of the agent s name represents the agent s combined phone and ACD state, which indicates the agent s ability to take calls. In addition, the agent s ACD state is also displayed in text following their name. Other agents that you have not selected to monitor have their state set to Unknown. The following table describes phone and ACD states. Phone State ACD State Icon Description Idle Ringing Any Idle, Ringing Busy Do Not Disturb Available Available Unavailable, Sign- In, Sign-Out Wrap-Up Available, Wrap- Up Any Agent s phone is on-hook and the agent is available to take ACD calls. Agent s phone is ringing and the agent is available to take the call. Agent is not available to take ACD calls. Agent is performing post call work. They may or may not be available to take calls. Agent s phone is off-hook and they are on a call. Calls may be delivered to agents depending on their call waiting settings and the Call Center s call waiting and wrap-up settings. Agent enabled the Do Not Disturb (DND) service. ACD calls are not delivered to the agent in the Do Not Disturb call state. This state is not recommended for Call Center agents. Agents should use the Unavailable ACD state when they need to block new incoming calls temporarily. Call Forwarding Always Any Agent enabled the Call Forwarding Always service. Private Any Agent enabled phone state privacy. Note: This terminates monitoring of the agent s phone state for the current login session. To be able to monitor their phone state again, you must sign out and then sign in after the agent has disabled their phone state privacy. Unknown Any Agent is currently not monitored. 37

38 View Agent Details Select an agent to expand the entry and display all joined queues and the agent s current calls, in order of arrival. For each call, the following information displays: Calling number Calling name (if available) and calling number (and for direct calls, extension), for example, Joe Smith Call length in the following format: MM:SS (or HH:MM:SS if the call lasts longer than one hour), for example, 10:22. Figure 33 Agent Details Change Agent ACD State You can force an ACD state change for an agent. This action can only be performed on monitored agents. 1. Select the agent In the Agents pane, and then click. A drop-down list appears/ Figure 34 Change ACD State 2. Select the state you want. If you selected Unavailable, you may have to select the reason for their unavailability. 38

39 Silently Monitor an Agent s Call The silent monitor function allows you to listen to monitored agents calls without being heard. You can listen in on agents who you selected for phone and ACD state monitoring. You can choose to monitor the agent s current call or the next incoming call. To monitor the current call, the agent must have exactly one active call. Note: This function is available if you have the Directed Call Pickup with Barge-in and Call Center Monitoring services assigned. To listen in on an agent s current call silently: 1. Expand the Agents pane in the Contacts pane and select the agent to monitor. The agent must have exactly one active call. 2. Click. A new call is created in the My Conference Calls pane. You are conferenced in to the call and muted (Silent Monitor). To listen in on an agent s next call silently: 1. Expand the Agents pane in the Contacts pane. 2. Select the target agent and click. A monitoring call is established for the selected agent. When the next call is received and answered by the agent, you are conferenced in to the call and your call is muted. Both calls appear in the My Conference Calls pane. Figure 35 My Conference Calls To barge in on a call you are silently monitoring: Click in the My Conference Calls pane. You are conferenced in to the call. For more information on operations that can be performed on conference calls, refer to Manage Conference Calls. 39

40 Barge in on an Agent s Call Supervisor Barge-In allows you to barge in on an agent s call. This is useful when you want to enter an already established call between two other people. You can only barge in on agents who you selected for phone and ACD state monitoring. Note: This function is only available if you were assigned the Directed Call Pickup with Barge-in service. To barge in on an agent s call: 1. Expand the Agents pane in the Contacts pane and select an agent. The agent must have exactly one active call. 2. Select the agent to expand the entry and click. A three-way conference is established. For more information on operations that can be performed on conference calls, refer to Manage Conference Calls. Pick up Agent s Ringing Call Call Pickup allows you to pick up an unanswered call on behalf of an agent. This is useful when the agent is away or busy. NOTE 1: This function is only available if your group was assigned the Call Pickup service. NOTE 2: A call that is retrieved using Call Pickup is treated in Call Center reports as a direct inbound call to the retrieving party and not as an ACD call because it was not answered by the agent selected using the ACD process. NOTE 3: Supervisor Call Pickup is only supported if the agent and supervisor are in the same group. In an enterprise, this function can be disabled. 1. Select an agent in the Agents pane whose phone is ringing. 2. Hover your mouse over the agent and click. You are now answering the call and the call appears in the Call Console. 40

41 Manage Queued Calls You can manage queued calls in the selected call centers (up to five) and monitor calls in real time in the Queued Calls pane. The Queued Calls pane displays the monitored call centers and lists the calls queued in each call center. Each call center is displayed in a separate pane. When you expand the Queued Calls pane, the list of calls queued in that call center appears. By default, calls are listed according to their position in the queue, with the oldest call first. They can be grouped by the priority bucket. Figure 36 Queued Calls The header provides the following information and controls: Call center name - name of the call center. Call center number- primary phone number of the call center. - identifies the Service Mode of the supervised call center. It launches the Edit Queued Calls Favorites pop-up and allows you to activate Night Service Override or Forced Forwarding. The call center can be in one of the following service modes: o Night Service - the call center is processing calls according to the Night Service schedule and policy. o Night Service Override - the call center has been manually forced to follow the Night Service policy. Note: The Night Service or Night Service Override mode appears only if the Night Service policy is triggered. It is triggered either by the Night Service schedule or by a manual override if the action to apply to incoming calls is set by an administrator to either perform a busy treatment or transfer to a phone number/sip-uri. Setting the action to None acts as if the Night Service policy was not triggered, and as a result, the Night Service/Night Service Override mode is not displayed. o Force Forwarding - all calls to this call center are forwarded to a specified destination. o Normal the call center is in a normal mode of operation; none of the above modes is enabled. 41

42 - the Message Waiting icon displays if there is one or more outstanding voice messages left in the call center s voice mailbox. This icon performs the role of a message waiting indicator for the call center. Ratio of visible calls to display limit - number of calls in the queue that are currently displayed against the maximum number of calls that can be displayed for a queue. Ratio of queued calls to queue length - number of calls in queue against the queue length that displays. The following information is provided for each call: Call Status icon - graphic representation of the state of the queued call: o o o Waiting - the call is queued, waiting to be answered. Announcement - an entrance announcement or music is being played to the caller. Reordered - the position of the call in the queue was changed. o Bounced - the call was bounced. Caller s identity - name (if available) and the phone number of the calling party. Call time - total call time, including the time in the current queue (in parentheses). Select a call to expand it to show additional data: Priority - priority bucket of the call. Position - position of the call in the queue. Destination - name (if available) and the phone number of the call center (or DNIS, when applicable) that was called. When the call is expanded, the action buttons for actions that can be performed on the call appear. For the list of action buttons available in Call Center, refer to Call Action Buttons. 42

43 Select Call Centers to Monitor You can select up to five call centers to monitor and view. 1. Click in the header of the Queued Calls pane. Figure 37 Queued Calls 2. Select Edit Call Center. The Edit Queued Favorites pop-up appears. Figure 38 Edit Queued Favorites 3. Check Monitor next to the call centers to monitor. 4. Click Save. Note: Clicking in a call center pane closes the pane but does not stop monitoring the call center. To stop monitoring a call center, uncheck the Monitor box for the call center in the Edit Call Centers pop-up. 43

44 Modify Number of Calls to Display You can modify the maximum number of calls that can be displayed in each priority bucket for each call center. The total number of calls to display for a call center cannot exceed Click in the Queued Calls pane. A drop-down menu appears. 2. Select Edit Call Center Dialog option. The Edit Call Centers pop-up appears. 3. Set the number of calls to display in each priority bucket for each call center you are monitoring. Show/Hide Call Center Panes You can show or hide call center panel for monitored queues. This is not the same as selecting queues to be monitored. For more information about monitoring call centers, refer to Select Call Centers to Monitor. 1. Click in the Queued Calls pane. A drop-down menu appears. Figure 39 View Call Center Panes 2. Select View, and then select/unselect the names of the call centers. -OR- Select/unselect All to show or hide all call centers. You can also click monitored. to hide a call center. The call center is removed from the display but continues to be View Queued Calls You can selectively expand or collapse call center panes to show or hide calls in the monitored call centers. View queued calls for a call center - click for that call center. View call details of a selected call - select the call. 44

45 Group Queued Calls You can group queued calls by their priority bucket. 1. Click in the Queued Calls pane. A drop-down list appears. Figure 40 Queues Calls - Group by Priority 2. Select Group Group by Priority. This action applies to all monitored call centers. -OR- Unselect Group by Priority to ungroup calls. Order Queued Calls Queued calls can be ordered according to their total wait time, or wait time in the current priority bucket. 1. Click in the Queued Calls pane. A drop-down list appears. Figure 41 Queued Calls - Sort 2. Select Sort and then the ordering option you want: Longest Wait or Longest wait in priority. This operation applies to all monitored call centers. Note: The ordering does not work when calls are grouped. If needed, ungroup the calls first. 45

46 Enable Night Service Override or Forced Forwarding You can manually override the current mode of operation and enable Night Service and/or Forced Forwarding of calls for selected call centers. 1. Click next to one of the call centers in the Queued Calls pane. The Edit Queue Favorites pop-up appears. Figure 42 Edit Queue Favorites 2. Check Night Service Override next to each call center for which you want to override the time schedule and manually initiate Night Service. 3. Check Force Forwarding and enter the phone number to forward the calls next to each call center for which you want to divert calls to a specified destination temporarily. Note: Night Service Override has precedence over Forced Forwarding. Retrieve Call from Queue You can retrieve queued calls from the queue to your phone. Click the call in the Queued Calls pane and click. The call appears in the Call Console and is treated as any other call. For example, you can transfer it to an ad hoc number or to another queue. For more information, refer to Manage Calls. Promote a Call in Queue A priority is attached to an incoming call based on the DNIS on which it is received. Calls are distributed to the agents staffing the queue based on this priority, with calls of higher priority being exhausted before calls in the next priority are distributed. You can manually promote calls from a lower priority to a higher priority. A manually promoted call ends up as the last call in the higher priority bucket with a wait time of zero seconds. 1. Expand a call center in the Queued Calls pane. 2. Click the call you want to promote and click. The queued call is promoted to the end of the next highest priority bucket. 46

47 Transfer a Call to another Queue 1. Select the call to transfer in the Queued Calls pane. 2. Expand Queues in the Contacts pane. 3. Select the target queue and click. The call is transferred and removed from the queue. Transfer a Call from Queue to Agent 1. Select the call to transfer in the Queued Calls pane. 2. Expand Agents in the Contacts pane. 3. Select the target agent and click. The call is transferred and removed from the queue. Transfer a Call to an Ad Hoc Number 1. Select the call in the Queued Calls pane. 2. Enter the destination number in the Dialer and click. The call is transferred and removed from the queue. Change Position of Call in Queue 1. Select the call in the Queued Calls pane. 2. Click and select the new position in the queue from the list that appears. The call is placed in the new position. NOTE 1: You cannot place a call ahead of a bounced call. NOTE 2: The list can contain a maximum of 24 reorder positions you can choose from to reorder a call in queue, in addition to Send to back and Sent to front options. Transfer a Call to Top of Queue You can only transfer a call to the top of the highest priority bucket (bucket with priority 0 ). There must be at least two calls in the target queue. 1. Select the call in the Queued Calls pane. 2. Click and select Send to Front from the list. 47

48 Reporting Supervisors can run reports on the activity and performance of agents and call centers under their supervision. Reporting provides historical information about agents call center performance, and statistical performance as a call center. You can run historical and scheduled reports. You can access scheduled reports from the Template dropdown list. 1. Click Reporting in the top right corner of the main Call Center screen. The Report screen opens in another browser window. Figure 43 Reporting 2. Select a report template from the drop-down list. The page displays the input parameters for the selected report. For example, the agents you want to include, the date/time, etc. -OR- Select Scheduled Reports from the drop-down list. The Scheduled Reports pop-up appears listing all previously scheduled reports. 48

49 Figure 44 Scheduled Reports Click Click to edit a report. to delete a report. 49

50 Dashboard You can access real-time information about agents and queues in the Dashboard. Queue information displays in the top section of the screen, and agent information displays in the bottom section. 1. Click Dashboard in the top right corner of the main Call Center screen. The Dashboard screen opens in another browser window. Figure 45 Dashboard 2. Check Show Agents to view the agents staffing a call center. 50

51 Queue Statistics Each call center queue is displayed on a separate line and provides the following information about each queue: Name - name of the call center to which the queue belongs. Status - status of the call center, which can be one of the following: o Night Service - the call center is processing calls according to the Night Service schedule and policy. o Night Service Override The call center has been manually forced to follow the Night Service policy. NOTE: The Night Service or Night Service Override status appears only if the Night Service policy is triggered, either by the Night Service schedule or by a manual override, and if the action to apply to incoming calls is set either to Perform busy treatment or Transfer to phone number/sip-uri. Setting the action to None acts as if the Night Service policy was not triggered and the Night Service/Night Service Override status is not displayed. o Forced Forwarding - all calls to this call center are forwarded to a specified destination. o Normal - indicates none of the above. Calls in Queue - number of queued calls expressed as a ratio of the total queue capacity for that call center. For example, 6/10 means that there are six calls in the queue, which can queue a maximum of ten calls. Long Waiting Call - wait time of the call that has been in the queue the longest. EWT (Expected Waiting Time) - expected waiting time of calls in the queue. AHT (Average Handle Time) - average handling time for calls in the queue. ASA (Average Speed of Answer) - average amount of time a caller spends in the queue before the call is offered to an agent. Staffed (Agents) - number of agents managed by you that are in a Sign-In, Available, Unavailable, or Wrap-Up ACD state, as a ratio of all agents managed by you for this call center. Idle (Agents) - number of agents who are in the Available ACD state but presently not on a call. Unavailable - number of agents who are signed in to the call center but not available to take calls. Show Agents - when checked, the agents who are in the call center are displayed in the Agents section of the Dashboard. 51

52 Agent Statistics The Dashboard displays information about the agents for the selected queues. The following information is provided for each displayed agent: Name - agent s name. Call Centers (total) - total number of call centers to which the agent is assigned. This number is a link that opens a pop-up listing the agent s queues. Sign-In Time - agent s most recent sign-in time. Sign-In Duration - amount of time that the agent has been signed in. Call State (Time) - call state and time on the current call. The call state can be Idle, Ringing, or On a call. If an agent is on multiple calls, the call time reflects the time of the longest running call. When a call is released, the call time reflects the time on the remaining calls. Agent State (Time) - agent ACD state and time. If an agent is unavailable, the unavailable code is shown. % Available - time that the agent was available to take calls shown as a percentage of the duration of the current sign-in. Avg Busy In - average time spent by the agent on an incoming ACD call. Avg Busy Out average time spent by the agent on an outgoing ACD call. Avg Wrap-Up average time spent by the agent in a post call wrap-up. 52

53 Settings You can configure various options for a call center. Click Settings in the top right corner of the main Call Center screen. The Settings screen appears. The Settings link changes to Back to Application. Note: Do not use your browser s Back button to return to the main screen. General Tab This tab is not applicable. Application Tab Figure 46 Settings Application Tab Configure Call Center Memberships and Agent Policies. Call Center Memberships - This setting is only active if your administrator has assigned you to be both a Supervisor and an Agent. You can select the call center queues you want to join as an Agent. Agent Policies - This setting is only active if your administrator has assigned you to be both a Supervisor and an Agent. You can specify your Post Sign-In ACD State, Post Call ACD State, Wrap-Up Timer, and Outbound Caller ID (CLID): o Barge-In & Monitor This setting only applies if you have Directed Call Pickup with Barge-in and/or Call Center Monitoring services assigned. Set Barging In when you want agents to hear a warning tone when you barge in on their call. Set Monitoring when you want agents to hear a warning tone when you start silently monitoring their call. 53

54 Services Tab You can configure Do Not Disturb and Call Forwarding Always if they were assigned to you by your administrator. Figure 47 Settings - Services Tab Select the feature to access Service Settings and activate/deactivate the feature and enable or disable a ring splash. 54

55 Plug-ins Tab Configure notifications and enable or disable Microsoft Outlook. Figure 48 Settings - Plug-ins Tab Notification controls how notifications are displayed. o Focus window for incoming calls restores the call center window on incoming calls if it is minimized. Note: This does not work in Mozilla Firefox. In Internet Explorer, you must have only one tab open in the web browser running Call Center. o Show notifications for calls causes a pop-up on top of other applications when you receive an incoming call. Note: This does not work if other tabs are open in the same web browser window as Call Center. In addition, if calls come within eight seconds of each other, the popup appears only for the first call of that series. Microsoft Outlook - controls Outlook integration with the call center. They are only visible if Outlook integration is enabled in Call Center. You can configure the following options: o Enable/Disable Outlook Integration - determines whether the call center integrates with Outlook to provide you with access to your Outlook contacts. If Outlook integration is disabled, the corresponding desktop plug-in software components are not downloaded. o Retrieve contacts from - specify where to find your Outlook contacts. o Use Outlook contacts as preferred CLID lookup - When checked, the call center uses Outlook to try to identify a caller when the caller ID is unknown. 55

56 Report Tab You can configure values to be used as default input parameters for generating reports. System defaults are used if you do not provide any values. You can change these values as needed when generating reports. Figure 49 Settings - Report Tab Default Thresholds - configure the thresholds that are used by default when you generate reports that require you to provide thresholds. This is useful if you often use the same threshold values. You can always change a default value when generating a report, if needed. o Call Completion - counts the number of ACD calls an agent has completed within a service level during the specified interval. It can be set to seconds. o Short Duration Call - counts the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to seconds. o Service Level defines in seconds how long it takes to answer calls. A call is said to be within a service level if it is answered within the provided time threshold and the percent (%) in service level is calculated as the number of calls answered within the provided threshold value divided by the number of answered calls. o Abandoned Call - counts the number of calls abandoned within a specified time threshold. Up to four thresholds can be specified, resulting in up to four different counts. Threshold: 1 through 7200 seconds. 56

57 Date Format/Time Format - you can configure day and time formats used in reports, as well as the day of the week you want to start reports. Default Start Day of Week - applies to interval-based reports when the selected sampling period is weekly. It can be set to any day of the week. Default Service Level Calculations - the following settings allow you to configure default settings used to make service-level calculations. o Include Overflow Time Transferred Calls - includes calls transferred due to time overflow in service-level calculations. o Include All Other Transfers - includes calls transferred for other reasons that overflow in service-level calculations. o Exclude Abandoned Calls - excludes all abandoned calls from service-level calculations. o Include all Abandoned Calls - includes all abandoned calls in service-level calculations. o Include all abandoned calls except before entrance completes - includes calls abandoned after the entrance message has finished playing in service-level calculations. o Include Abandoned Calls except in Defined Interval - includes calls abandoned after the time specified by the interval for abandoned calls parameter in service-level calculations. o Defined Interval for Abandoned Calls - of you checked Include Abandoned Calls except in Defined Interval, enter the interval in seconds: seconds. About Tab View the version, the call center profile used, and disclaimer. 57

58 Additional Help and Resources Getting Started with Your Service To learn how to manage your user account settings and site service features, go to: Returning Equipment Should you require replacement equipment, please refer to the Return Merchandise Authorization (RMA) quick reference guide located at Contact Us Virtual Communications Express Support: Or visit For questions on other Verizon products: Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. Microsoft, Outlook, and Internet Explorer are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners. Version 1.16 July 2016

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