Manual. telegra ACD WebAgent. Version 1.1. Manual telegra ACD WebAgent Version 1.1 Page 1 of 10

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1 Manual telegra ACD WebAgent Version 1.1 Manual telegra ACD WebAgent Version 1.1 Page 1 of 10

2 Contents Contents Introduction Login Connectivity Overview/Dashboard Action bar Status display The statuses in detail Current call info Possible actions on active calls Planning a callback Outgoing calls (Outbound) Mandators Individual calls (external) Internal calls Using the dialer Call classification My Team My waitingqueues My statistics Call history Use of the ACD-softphone Call acceptance Further information...10 Manual telegra ACD WebAgent Version 1.1 Page 2 of 10

3 1. Introduction The telegra ACD WebAgent is the intuitive and browser-based user interface for agents of the telegra ACD. This manual describes the functions, possibilities and requirements for a successful work with the telegra WebAgent. Please note that some of the functions described here require optional authorizations. If you cannot find a function in your WebAgent, please contact your administrator or team leader Connectivity Before logging in, you can select (if the authorization exists) whether you can be reached by a normal telephone, i.e. your desk phone, your mobile device, or by a softphone integrated in the WebAgent. Figure: Connectivity selection in the login window 2. Login To log on to the WebAgent, you need an agent ID and a password. You can get both from your ACD administrator. Figure: Login window 3. Overview/Dashboard After the successful login the overview of the WegAgent opens. This is your personal cockpit for taking and initiating calls, keeping track of your personal statistics and the status of your team and the hotlines for which you are responsible. Figure: Start screen after login When logging in, you can also select the mode in which you want to start. In INBOUND mode, you receive the first call immediately after logging in, depending on the volume. In OUTBOUND mode, you are reserved for outgoing calls after logging in, so you will not receive any incoming calls either. IMPORTANT: If you start the WebAgent in OUT- BOUND mode, you must manually set your status to INBOUND to receive incoming calls! Manual telegra ACD WebAgent Version 1.1 Page 3 of 10

4 4. Action bar The action bar is located at the top of the dashboard. The following options are available in the action bar: 1. Switching between INBOUND and OUT- BOUND INBOUND: You are available to answer incoming calls. OUTBOUND: You are removed from the queue and marked as reserved for processing outgoing calls. Depending on your authorization, a dialer, a list of callback requests and an address book are now available. Please note that the OUTBOUND mode is linked to an authorization. If you cannot switch to OUT- BOUND mode, please contact your ACD administrator. 2. Pause selection To the right of the selection of your mode, you have the option of temporarily logging off from the ACD by selecting a pause reason. Depending on your administrator s configuration, you can choose between different reasons for pausing. Please note that it is possible that individual reasons for pauses may have specified a maximum length. This means that after the maximum pause time has elapsed, you are automatically reset to the mode you selected previously. You can manually end a pause at any time, regardless of the maximum length. To do this, please click on the pause-end icon to the left of the pause reason in your status window. 3. Status of your softphone (optional) If you have access to the ACD-internal softphone, the status window of your softphone appears next to the selection of pause reasons. The display inside the button shows you the connection status of your ACD softphone. If there is any other status than Ready, please press the Reconnect button. If this does not help, please contact your responsible contact person immediately, as there is probably a technical problem. You can check the connection and quality of your softphone at any time by pressing the Audio test call button. 4. Scheduler - Assigned outbound calls On the right side of the action bar you see a calendar icon. Here you can view the planned and assigned outgoing calls for you or your team. By clicking on an entry, you can access the detail view and edit individual details, such as stored notes. Press the call icon on the right to start the call and the connection to the destination will be established. 5. Your account Click on your name in the action bar to access your account settings and select the language. In addition, the Techlog menu item is also availa- Manual telegra ACD WebAgent Version 1.1 Page 4 of 10

5 ble here. In the event of a technical problem, it is helpful to copy this log immediately during or after the error occurs and send it to your administrator. 5. Status display In the upper left area you see your current status information. The status is made up of the following information: Your current state, e.g. Online, Pause or Connected. The time in which you are in the currently displayed state. Your phone number or the selected device (e.g. the ACD softphone) to which the calls from the ACD are delivered. The status Working means that you are in the postprocessing stage of a call. This state only occurs after a call and can be actively ended by you. Please note: The working time can have a maximum length depending on the setting. If this time has elapsed, the ACD automatically returns you to the previous state (INBOUND or OUTBOUND). The Alerting status means that the system delivers a call to you but you have not yet actively accepted the call on your device The statuses in detail The Online status means that you are successfully logged on to the system and are available to receive calls in INBOUND mode. The Status (Out) Online means that you are successfully logged on to the system and that you are reserved for outgoing calls in OUTBOUND mode. The Pause status means that you have actively set yourself to the Pause state and that you will not receive any calls from the ACD for the duration of this state. You can actively end the pause at any time. The status Timeout indicates that our system has detected you as available and delivered a call, but you have not accepted it. After a timeout, you remain in this state for 60 seconds, but can exit it manually beforehand. If there are several timeouts in a row, the system automatically logs you off. Manual telegra ACD WebAgent Version 1.1 Page 5 of 10

6 Other possible states: The Connected status means that you are in IN- BOUND mode with a caller within a call. If you are in an outgoing call, the status is (Out) Connected. Busy: This state means that our system could not deliver a call because your line was busy. Reserved: As a rule, this condition should only be visible for fractions of a second. This status indicates that you are reserved as an agent for a call that is already in distribution. 6. Current call info You receive additional information for each call, whether it is incoming or outgoing. about the caller s entry channel (e.g. customer hotline or VIP hotline). 3. The group describes the group within which the call was distributed and provides information, for example, about the expected skills to be able to process the call. 4. The caller s phone number is displayed in the Calling number area. 5. Information about the caller s waiting time (depending on the duration in green, yellow or red). Using the menu in the upper right corner, you can select which of this information should be displayed. 7. Possible actions on active calls During an active call, you have various options for handling the call. Figure: Current call info window 1. The hotline to which the incoming call was routed. The hotline describes the subject of a call and has nothing to do with the number called. The hotline also determines the postprocessing time specified by your administrator, whether you as the user may record a call or not, or whether forwarding to a colleague is permitted during this call. 2. The phone number shows the number called by the caller. Depending on the setting of your ACD, a name may also appear there. This information can be important because, in addition to the topic, it also provides information 1. Forward or toggle calls: Depending on the hotline, you have the option of forwarding calls to a colleague, a group or an external destination with and without consultation. 2. Conference call: During the call transfer you can connect all three parties, i.e. the caller, the destination and yourself to a conference. 3. Switching between targets: You can toggle between the caller and the destination during call hold. 4. Call recording: Depending on the hotline, you have the option of recording calls by pressing the recording button and stopping them when you click again. Manual telegra ACD WebAgent Version 1.1 Page 6 of 10

7 5. Ending a call: Please note that this button is only available to certain agents and is not used to end the actual call. When using a telephone as a device, it can happen that you have already hung up, but this action has not arrived in the WebAgent interface. To end the call in the WebAgent, please use this button. 6. Planning a callback: You can schedule a callback during a call or during the working time. For the exact description of the function see point Planning a callback You can schedule a callback during a call or during the working time. To be able to schedule the callback reliably, you can make various entries for the callback before saving: 4. Callback through: You can determine whether the callback is carried out by you or any team member. 5. Time and appointment: Determine the time of the callback. 6. Retry: You determine how often the callback is carried out if the previous attempts are not successful. 9. Outgoing calls (Outbound) If you have the right to make outbound calls via the ACD, you will see an outbound box in your dashboard. Figure: Window for outbound calls Here you have the option (also depending on your authorization) to make an individual call or to make internal calls with team colleagues. In addition, a dialer is available for the intended users. 1. Callback-mandator: Depending on the configuration of your ACD, several mandators are available here. Among other things, the mandator determines which phone number is displayed at the call destination. For the exact meaning of an outbound mandator, see point Phone number: The phone number of the destination. You can also change the number. 3. Notice: Relevant notes for the callback request Mandators Before you can start a call, you must select a mandator. This determines which number is displayed at the call destination, which call reasons are available for postprocessing and how long the postprocessing may take. When using the dialer, the client also determines the number, type and sequence of calls distributed by the dialer (see point 9.4). Manual telegra ACD WebAgent Version 1.1 Page 7 of 10

8 9.2. Individual calls (external) 1. To start a call, please select a mandator beforehand. 2. Please enter a valid phone number in the Phone number field. Alternatively, you can use the global address book of the ACD and search there for names or a phone number. Please click on the address book icon. 3. Start the call with the button Dial. The ACD first selects you as the user. As soon as you have accepted the call, the connection to the desired destination will be established. icon tells you whether the team member is currently available or not. Green means that your team member is available, red means that your desired colleague is currently speaking or not logged in. Alternatively, you can click on the address book icon for a complete overview of your team members. Figure: Window with suggestions for internal calls Figure: Outbound window Single call 3. After the selection press the button Dial and the connection will be established as described under point Internal calls You can also call teammates via the ACD: Figure: Outbound window Internal Call 9.4. Using the dialer If a dialer is available, select it by clicking on the Dialer Mode tab. Abbildung: Outbound window Dialer Mode 1. To do this, please switch to the Internal call tab. 2. Please select a destination. As soon as you enter a letter, a combination or a number, you will automatically receive suggestions from the ACD. In addition, the colour of the agent 1. Please select a mandator before starting the dialer. 2. You will now see the number of calls still open that the dialer has planned for you or your team. 3. Now click on Start dialer and you will be as- Manual telegra ACD WebAgent Version 1.1 Page 8 of 10

9 signed the first outgoing call from the dialer. 4. As soon as the connection is established, the dialer window displays information in note form about the next call, e.g. the reason for the call. 10. Call classification Depending on the hotline or outbound mandator, your ACD may require an evaluation of the call after the end of the call. For this purpose, a selection of call reasons is automatically displayed on the right-hand side of the screen after the call has ended. The call reasons can vary depending on the hotline or mandator. Figure: Call evaluation window 12. My waitingqueues You always have access to the workload of the hotlines for which you are jointly responsible. The following informations are available for each hotline/queue: Figure: Overview of waitingqueues 1. The Efficiency shows the current number of waiting callers and the allowed maximum number of waiting callers. 2. The Max. waiting time indicates the longest waiting time of a caller in seconds within this hotline. 3. The Timeout indicates the maximum waiting time allowed. If this value is exceeded, the callers are removed from the queue and routed to another destination (overflow). 11. My Team Here you can see the status of your team members in your dashboard. This information helps you to decide whether you can leave the workplace at the moment or whether there may be a bottleneck that requires your presence. 13. My statistics The My Statistics section provides information on the various key figures of your activity as a WebAgent user. Figure: Window My statistics Figure: Window My Team Manual telegra ACD WebAgent Version 1.1 Page 9 of 10

10 14. Call history The call history lists all calls you have answered and made. By clicking on the Incoming or Outgoing tabs you can select the call direction you want to view in the history. By clicking on the phone number, a connection is automatically established with the destination (if the outbound right is assigned and a mandator is selected) Call acceptance If you receive a call in the ACD, an action bar automatically appears in your browser. Here you can also see the call information again and can accept or reject the call as usual. Figure: Action bar Incoming call Figure: Window Call history 15. Use of the ACD-softphone If you are using the softphone integrated in the ACD, please check your browser the first time you use it and make sure you give the WebAgent permission to access your microphone and headphones or other existing output devices. For the proper functioning of the softphone, please use only the latest version of the following browsers: Google Chrome Mozilla Firefox Safari Opera If your browser with the WebAgent is not in the front, you will receive a browser notification when you receive an incoming call at the bottom right of your desktop. Figure: Notification Incoming call By clicking on the notification you get to the WebAgent and can accept the call. 16. Further information For more information and assistance, please contact your responsible team leader or administrator: Manual telegra ACD WebAgent Version 1.1 Page 10 of 10