Manage Reasons. Not Ready Reason Codes
|
|
|
- Erica Wilkins
- 6 years ago
- Views:
Transcription
1 The Reasons tab on the Cisco Finesse administration console allows you to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. The reason codes you configure in Finesse are not automatically populated in Unified CCE. To populate them across the solution, you must configure the reason codes in both Finesse and Unified CCE. Certain reason codes are reserved and cannot be used. For Unified CCE systems, these reserved reason codes are as follows: -1, -2, -3, 0, 999, 32767, 50001, 50002, 50003, 50004, 50005, 50010, 50020, 50030, 50040, and Not Ready Reason Codes, page 1 Sign Out Reason Codes, page 6 Wrap-Up Reasons, page 10 Not Ready Reason Codes Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready. Use the Manage Reason Codes (Not Ready) gadget to view, add, edit, or delete Not Ready reason codes. Click the Reason Label or Reason Code headers to sort the Not Ready reason codes by label or reason code in ascending or descending order. Click the Global header to sort reason codes by whether they are global (Yes) or not (No). Not Ready reason codes can be global (visible to all agents) or team (visible only to agents on specified teams). Finesse supports a maximum of 100 global and 100 team Not Ready reason codes. 1
2 Not Ready Reason Codes The following table describes the fields on the Manage Reason Codes (Not Ready) gadget. Field Reason Label Reason Code Global? Explanation The label for the Not Ready reason code. The label has a maximum length of 40 characters and should be unique for each Not Ready reason code. Both alphanumeric and special characters are supported. The Not Ready Reason Code Management gadget allows you to create multiple reason codes using the same label with a different code. However, if a label is not unique, multiple entries with the same label may appear on the Agent Desktop and agents may select the incorrect code. A code for the Not Ready reason. The code can be any value between 1 and The combination of Reason Label and Reason Code must be unique. The Not Ready Reason Code Management gadget allows you to create multiple reason codes using the same code with a different label. However, if a code is not unique, the Agent Desktop may not always show the correct label. Yes/No. Indicates if the reason code is available globally to all agents (Yes) or to specific teams of agents (No). Actions on the Manage Reason Codes (Not Ready) gadget: New: Add a new Not Ready reason code Edit: Edit an existing Not Ready reason code Delete: Delete a Not Ready reason code Refresh: Reload the list of Not Ready reason codes from the server When you add, edit, or delete a Not Ready reason code, the changes you make take effect on the Agent or Supervisor Desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops. 2
3 Add Not Ready Reason Code When an agent signs in to the Finesse desktop, the agent state is set to Not Ready. The agent can then choose to go to Ready status or choose from one of the configured Not Ready reason codes from the configured codes drop-down list as shown in the following figure. If an agent wants to change from Ready to Not Ready status, that agent can choose the appropriate Not Ready reason code from the list of configured codes. An agent who is on a call can select a state to be applied when the call is complete. For example, if an agent wants to be in Not Ready state when the call ends, that agent can choose Not Ready from the drop-down list while still on the call. The Finesse desktop shows the agent in Talking state and a pending state of Not Ready. If the agent also applies a Not Ready reason code, the desktop shows the pending state with the reason code (in this case, Not Ready - Lunch). Pending state changes appear on the desktop while the agent's state is Talking (for example, on hold, in a consult call, conference, or silent monitor call). Add Not Ready Reason Code Perform the following procedure to add a new Not Ready reason code. In the Manage Reason Codes (Not Ready) gadget, click New. The New Reason Code area appears. 3
4 Edit Not Ready Reason Code Step 4 Step 5 In the Reason Label box, enter a label for the reason code. Not Ready reason code labels are limited to 40 characters. In the Reason Code box, enter a reason code. The code must be between 1 and and must be unique. Ensure there are no leading or trailing spaces. If the reason code is global, select the Global? check box. If the reason code is specific to a team, clear the Global? check box. By default, the Global? check box is selected. Click Save. The Finesse server removes leading or trailing spaces before saving the Reason Label in the database. Edit Not Ready Reason Code Perform the following procedure to edit the label or code for an existing Not Ready reason code. In the Manage Reason Codes (Not Ready) gadget, select the reason code that you want to edit. Click Edit. The Edit Reason Code area appears. 4
5 Delete Not Ready Reason Code Step 4 If you want to change the label for the Not Ready reason code, in the Reason Label field, enter a new label for the reason code. If you want to change the code, in the Reason Code field, enter the new code. If you want to change who has access to the code, select or clear the Global? check box. Click Save. Delete Not Ready Reason Code An error may occur if an agent selects a Not Ready reason code after it has been deleted. Agents who are signed in when you make changes to Not Ready reason codes must sign out and sign back in to see those changes reflected on their desktops. Perform the following procedure to delete a Not Ready reason code. In the Manage Reason Codes (Not Ready) gadget, select the Not Ready reason code that you want to delete. Click Delete. A question appears asking you to confirm that you want to delete the selected reason code. 5
6 Sign Out Reason Codes Click Yes to confirm the deletion of the selected reason code. Sign Out Reason Codes Sign Out reason codes represent reasons that agents can select when they sign out of the Agent Desktop. Use the Manage Reason Codes (Sign Out) gadget to view, add, edit, or delete Sign Out reason codes. Click the Reason Label or Reason Code headers to sort the Sign Out reason codes by label or by reason code, in ascending or descending order. Click the Global header to sort the reason codes by whether they are global (Yes) or not (No). Sign Out reason codes can be global (visible to all agents) or team (visible only to agents on specified teams). Finesse supports a maximum of 100 global and 100 team Sign Out reason codes. The following table describes the fields on the Manage Reason Codes (Sign Out) gadget. Field Reason Label Explanation The label for the Sign Out reason code. 6
7 Add Sign Out Reason Code Reason Code Global? The label has a maximum length of 40 characters and should be unique for each Sign Out reason code. Both alphanumeric and special characters are supported. The Sign Out Reason Code Management gadget does allow you to create multiple reason codes using the same label with a different code. However, if a label is not unique, multiple entries with the same label may appear on the Agent Desktop and agents may select the incorrect code. A code for the Sign Out reason. The code can be any value between 1 and The combination of Reason Label and Reason Code must be unique. The Manage Reason Codes (Sign Out) gadget does allow you to create multiple reason codes using the same code with a different label. However, if a code is not unique, the Agent Desktop may not always show the correct label. Yes/No. Indicates if the reason code is available globally to all agents (Yes) or to specific teams of agents (No). Actions on the Manage Reason Codes (Sign Out) gadget: New: Add a new Sign Out reason code Edit: Edit an existing Sign Out reason code Delete: Delete a Sign Out reason code Refresh: Reload the list of Sign Out reason codes from the server When you add, edit, or delete a Sign Out reason code, the changes you make take effect on the Agent or Supervisor Desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops. When an agent clicks Sign Out on the desktop, any configured Sign Out codes appear in a drop-down list. The agent can then choose the code that represents why that agent is signing out. Add Sign Out Reason Code Perform the following procedure to add a new Sign Out reason code. In the Manage Reason Codes (Sign Out) gadget, click New. The New Reason Code area appears. 7
8 Edit Sign Out Reason Code Step 4 Step 5 In the Reason Label box, enter a label for the reason code. Sign Out reason code labels are limited to 40 characters. In the Reason Code box, enter a reason code. The code must be between 1 and and must be unique. Ensure there are no leading or trailing spaces. If the reason code is global, select the Global? check box. If the reason code is specific to a team, clear the Global? check box. By default, the Global? check box is selected. Click Save. Edit Sign Out Reason Code Perform the following procedure to edit the label or code for an existing Sign Out reason code. In the Manage Reason Codes (Sign Out) gadget, select the reason code that you want to edit. Click Edit. The Edit Reason Code area appears. 8
9 Delete Sign Out Reason Code Step 4 If you want to change the label of the Sign Out reason code, in the Reason Label field, enter a new label for the reason code. If you want to change the code, in the Reason Code field, enter the new code. If you want to change who has access to the code, select or clear the Global? check box. Click Save. Delete Sign Out Reason Code An error may occur if an agent selects a Sign Out reason code after it has been deleted. Agents who are signed in when you make changes to Sign Out reason codes must sign out and sign back in to see those changes reflected on their desktops. Perform the following procedure to delete a Sign Out reason code. In the Manage Reason Codes (Sign Out) gadget, select the Sign Out reason code that you want to delete. Click Delete. A question appears asking you to confirm that you want to delete the selected reason code. 9
10 Wrap-Up Reasons Click Yes to confirm the deletion of the selected Sign Out reason code. Wrap-Up Reasons Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, you may have one Wrap-Up reason for sales calls and another for support calls. You can configure Wrap-Up reasons to be available globally to all agents or only to specific teams. Use the Manage Wrap-Up Reasons gadget to view, add, edit, or delete Wrap-Up reasons. Click the Reason Label header to sort the Wrap-Up reasons in ascending or descending order. Click the Global header to sort the Wrap-Up reasons by whether they are global (Yes) or not (No). Finesse supports a maximum of 100 global and 100 team Wrap-Up reasons. Finesse supports wrap-up functionality only for incoming calls and Outbound Option Dialer Calls (Finesse does not support Outbound Option Direct Preview mode). Finesse does not support wrap-up for outgoing calls placed by agents. To enable wrap-up, you must configure both of the following attributes in the Unified CCE Agent Desk Settings: For more information about configuring Agent Desktop Settings, see the Configuration Manager Online Help for Unified CCE. If an agent is configured for wrap-up and selects a pending state during a call, when the call finishes that agent goes into wrap-up and not the pending state selected during the call. The agent can end wrap-up by either selecting a new state (Ready or Not Ready) or letting the wrap-up timer expire. If the agent selects a new state, the new state overrides the pending state selected during the call. If the wrap-up timer expires, the agent transitions to the pending state. 10
11 Wrap-Up Reasons The following table describes the fields on the Manage Wrap-Up Reasons gadget. Field Reason Label Global? Explanation The label for the Wrap-Up reason. This label must be unique for each Wrap-Up reason and has a maximum length of 39 bytes (which equals 39 US English characters). Both alphanumeric and special characters are supported. Yes/No. Indicates if the Wrap-Up reason is available globally to all agents (Yes) or to specific teams of agents (No). Actions on the Manage Wrap-Up Reasons gadget: New: Add a new Wrap-Up reason Edit: Edit an existing Wrap-Up reason Delete: Delete a Wrap-Up reason Refresh: Reload the list of Wrap-Up reasons from the server When you add, edit, or delete a Wrap-Up reason, the changes you make take effect on the agent or supervisor desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops. 11
12 Add Wrap-Up Reason Add Wrap-Up Reason Cisco Finesse does not support the use of extended ASCII characters required for additional alphabets in the Wrap-Up reasons. You must use only ASCII characters in the range. For example, if you add a Wrap-Up reason that contains the character à (ASCII 133), it does not appear correctly on the agent desktop. Perform the following procedure to add a new Wrap-Up reason. In the Manage Wrap-Up Reasons gadget, click New. The New Wrap-Up Reason area appears. Step 4 In the Reason Label field, add a label for the Wrap-Up reason. Wrap-Up reason labels are limited to 39 bytes. If the Wrap-Up reason is global, select the Global? check box. If the Wrap-Up reason is specific to a team, clear the Global? check box. By default, the Global? check box is selected. Click Save. Edit Wrap-Up Reason Perform the following procedure to edit an existing Wrap-Up reason. In the Manage Wrap-Up Reasons gadget, select the Wrap-Up reason that you want to edit. Click Edit. The Edit Wrap-Up Reason area appears. 12
13 Delete Wrap-Up Reason Step 4 In the Wrap-Up Reason Label field, enter the new label for the Wrap-Up reason. If you want to change who has access to the Wrap-Up reason, select or clear the Global? check box. Click Save. Delete Wrap-Up Reason Perform the following procedure to delete a Wrap-Up reason. In the Manage Wrap-Up Reasons gadget, select the Wrap-Up reason that you want to delete. Click Delete. A question appears asking you to confirm that you want to delete the selected Wrap-Up reason. 13
14 Delete Wrap-Up Reason Click Yes to confirm the deletion of the selected Wrap-Up reason. 14
You can configure different reason codes with the same reason code label across various teams.
The Reasons tab on the Cisco Finesse administration console allows you to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. The reason codes you configure
Manage Team Resources
You can assign phone books, reason codes, wrap-up reasons, custom desktop layouts, and workflows to teams on the Team Resources tab of the administration console. Team Resources, page 1 Assign Phone Books
Cisco Finesse Desktop Interface
When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops. This
Cisco Finesse desktop interface
When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops. This
Manage Phone Books. Phone Books and Contacts
On the Phone Books tab of the Cisco Finesse administration console, you can create and manage global and team phone books and phone book contacts. Global phone books are available to all agents; team phone
Cisco Finesse Desktop Interface
When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops. This
Manage Workflows. Workflows and Workflow Actions
On the Workflows tab of the Cisco Finesse administration console, you can create and manage workflows and workflow actions. Workflows and Workflow Actions, page 1 Add Browser Pop Workflow Action, page
Cisco Finesse Desktop Interface
, page 1 When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops.
Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 10.5(1)
Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 10.5(1) First Published: June 04, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706
User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 9.0(1)
User Guide for the Cisco Finesse Administration and Serviceability Consoles Release 9.0(1) First Published: June 28, 2012 Last Modified: July 03, 2012 Americas Headquarters Cisco Systems, Inc. 170 West
Release Notes for Cisco Finesse Release 9.0(1)
These release notes provide the following information. You might need to notify your users about some of the information provided in this document. Introduction, page 1 Hardware and Software Specifications
Manage Call Variables Layouts
Call Variables Layouts, page 1 Call Variables, page 2 Configure Call Variables Layouts, page 2 Add ECC Variables to Call Variables Layout, page 4 Assign Call Variables Layouts, page 4 Manipulate Call Variables
Manage Agents. Agents
Agents, page 1 Add and Maintain Agents, page 2 Search for Agents, page 5 Manage Agent Environment, page 6 Manage Agent Expertise, page 11 Agent Reskilling, page 11 Edit Skill Group Membership for Multiple
Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11.6(1)
Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise Release 11.6(1) First Published: 2017-08-24 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706
Manage Agents. Agents
Agents, page 1 Add and Maintain Agents, page 2 Add an Agent by Copying an Existing Agent Record, page 5 Search for Agents, page 6 Manage Agent Environment, page 6 Manage Agent Expertise, page 12 Agent
Inbound Reports. Cisco Unified Contact Center Express Report Description Guide, Release 11.0(1) 1
Abandoned Call Detail Activity Report, page 2 Aborted Rejected Call Detail Report, page 3 Agent All s Report, page 6 Agent Call Summary Report, page 9 Agent Detail Report, page 12 Agent Login Logout Activity
Agent Administration
This chapter explains the tasks you must be familiar with when setting up agents for your Unified CCE contact center. Administering Agents, page 1 Configure Not Ready Reason Codes, page 4 Agent Feature
Troubleshooting. Chat is down due to temporary outages
Chat is down due to temporary outages, page 1 You are not configured for Chat and Email, page 2 An Error Occurred While Joining the Chat Room, page 2 Chat Disconnected, page 2 Cannot Load Predefined Responses,
Agent Reports. Agent CSQ Statistics Report
Agent CSQ Statistics Report, page 1 Agent Log Report, page 2 Agent Statistics Report, page 5 Agent Team Summary Report, page 7 Agent CSQ Statistics Report The Agent CSQ Statistics Report presents the current
From the drop-down list, select Administrator or Supervisor.
Sign In, page 1 Menus, page 3 Common s and Tasks, page 6 Configuration in Packaged CCE, page 9 Sign In To sign in to Unified CCE Web Administration, point to https:///cceadmin, where
Clearspan Hosted Thin Call Center Quick Reference Guide
Clearspan Hosted Thin Call Center Quick Reference Guide Agent Tasks 4. If you set Post call State to Unavailable, you may have to select a code that explains the reason for your unavailability. 5. If you
Manage Finesse IP Phone Agent
Finesse IP Phone Agent, page 1 One Button Sign In, page 2 Finesse IP Phone Service Subscription Options, page 3 Set Up Application User, Web Access, and HTTPS Server Parameters, page 4 Configure Finesse
Cisco Finesse. Introduction
Introduction, page 1 Administration Console, page 2 Agent and Supervisor Desktop, page 54 Call Manager-Based Call Recording Using Cisco MediaSense, page 54 Introduction is a next-generation agent and supervisor
Clearspan Hosted Thick Call Center Quick Reference Guide
Clearspan Hosted Thick Call Center Quick Reference Guide Agent Tasks Call Center Interface The following elements are available from the Call Center interface: Menu bar Located at the top, it allows you
For Live Data reports, you will only have the Html permalink. Html permalink for Live Data reports always require authentication.
Overview, page 1 Create a Permalink for a Dashboard, page 2 Create Permalink for a, page 2 Create Permalink for Finesse Gadget Equivalent Live Data, page 3 for Supervisor Live Data s, page 4 Overview in
Agent Tasks. Select Your Outgoing Call Identity
Agent Tasks Unavailable You are not available to receive calls. Wrap-Up You are wrapping up a call and you are temporarily unavailable to receive calls. Configure Your Post Sign-In ACD State 1. On the
Port Utilization in Finesse
Utilization in Finesse Utilization Table Columns, page 1 Finesse Utilization, page 2 Utilization Table Columns The columns in the port utilization tables in this document describe the following: A value
Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11.6(1)
Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 11.6(1) First Published: 2017-08-24 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive
Unified Communications Manager-Based Silent Monitor Configuration
Unified Communications Manager-Based Silent Monitor Configuration Unified CM Silent Monitor Configuration and Administration, page 1 CTI OS and Silent Monitoring, page 6 Restrictions, page 7 Unified CM
Virtual Communications Express User Guide: Call Center Agent
Feature Overview The Call Center is designed to support the needs of Call Center agents in any environment. It supports the full set of call handling functions, ACD state management, integration of multiple
Quick Reference Guide: Call Center
Agent Tasks Agent Automatic Call Distribution (ACD) States Your ACD state can be one of the following: Available You are available to receive calls. Unavailable You are not available to receive calls.
FusionWorks: Call Center Quick Reference Guide 01/30/2017 USER GUIDE
FusionWorks: Call Center Quick Reference Guide 01/30/2017 USER GUIDE Contents: Agent Tasks......3 Supervisor Tasks...11 Reporting...16 Copyright 2017 Fusion, All rights reserved 2 Agent Tasks Call Center
Get Started with the Assistant Console
Get Started with Assistant Console, page 1 Log In and Out of the Assistant Console, page 2 Explore the Console Without Assisting Managers, page 2 Use the Console with Your Mouse and Keyboard, page 10 Use
Chat-Related and -Related Tasks
Chat and Email Control Gadget, page 1 Manage Chat and Email Gadget, page 3 Chat and Email Control Gadget The Chat and Email Control gadget provides the following functionality: Chat and Email state: The
Bulk Jobs. Manage Bulk Jobs
Use bulk jobs to create and edit multiple individual agent and dialed number records in a single operation, based on the data specified in a content file. Bulk jobs are a fast and efficient way to enter
Introducing the Cisco IPMA Assistant Console
CHAPTER 1 Introducing the Cisco IPMA Assistant Console Cisco IP Manager Assistant (Cisco IPMA) provides call-routing capabilities and other features that can help managers and assistants handle phone calls
Logging In to the Program
Introduction to FLEX DMS F&I Introduction to FLEX DMS F&I Welcome to Autosoft FLEX DMS F&I, a Web-based program that fully integrates with the Autosoft FLEX Dealership Management System (DMS). The program
Configuration Limits and Feature Availability for Reference Designs
Configuration Limits and Feature Availability for s Configuration Limits, page 1 Feature Availability for s, page 13 Configuration Limits The following tables list key configuration limits for Contact
Visual Customizations
Create a Grid View, on page 1 Create a Gauge View, on page 2 Create a Chart View, on page 3 Grouping, on page 5 Set Threshold Indicators for Fields, on page 6 Create a Grid View Grids are tabular presentations
CTI OS and Cisco Agent Desktop Feature Configuration
CTI OS and Cisco Agent Desktop Feature Configuration Agent Feature Configuration with Agent Desk Settings List Tool, page 1 Supervisor Feature Configuration, page 6 Agent Re-skilling Tool, page 7 Skill
Architectural Overview
Unified CCE Software Overview, page 1 Outbound Option Software Components, page 2 Outbound Option Scripting, page 17 Fault Recovery, page 19 Campaign Manager Congestion Control, page 19 Unified CCE Software
TELUS Cloud Contact Centre RELEASE NOTES Version
TELUS Cloud Contact Centre RELEASE NOTES Version 2016.01 Cloud Service Applications Team (CSAT) April 2016 REVISION HISTORY Table 1: Document Revision History Revision Revision Date Comments Author 1.0
Getting Started with the Assistant Console
Getting Started with the Assistant Console As assistants, you can access the Manager Assistant features on your computer using the Assistant Console application to handle calls for managers. The Manager
Cisco Unified CCX reason codes
This appendix describes the events that cause an agent to go to the Logout state or Not Ready state. The built-in agent Not Ready reason codes are generated by the Unified CCX server. The Agent State Detail
Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD and Finesse Version 10.5 First Published: June 2, 2014 Last Updated: September 15, 2015 THE SPECIFICATIONS AND INFORMATION
Live Data Gadget Failover
and Recovery Mechanism, page 1 Failure Scenarios in Packaged Contact Enterprise Deployments, page 1 Failure Scenarios in Cisco Report Viewer, page 4 and Recovery Mechanism This chapter describes failover
Telephony Toolbar Enterprise. User Guide
Telephony Toolbar Enterprise User Guide Release 4.4 October 2009 Table of Contents 1 Summary of Changes... 7 1.1 Changes for this Release... 7 2 About This Guide... 8 2.1 Open Telephony Toolbar-Corporate...
TELSTRA IP TELEPHONY PREMIUM CALL CENTRE FOR AGENTS USER GUIDE
TELSTRA IP TELEPHONY PREMIUM CALL CENTRE FOR AGENTS USER GUIDE WELCOME TO PREMIUM CALL CENTRE FOR AGENTS! This user guide provides step-by-step instructions and reference information for using TIPT Premium
Agent Tasks. Agent Automatic Call Distribution (ACD) States Your ACD state can be one of the following:
QUIICK REFERENCE GUIIDE HOSTED THIIN CALL CENTER Agent Tasks Agent Automatic Call Distribution (ACD) States Your ACD state can be one of the following: Available You are available to receive calls. Unavailable
User Authentication APIs
Introduction, page 1 signin, page 1 signout, page 5 Introduction MediaSense enables third-party developers to configure application users that allow third party applications to authenticate themselves.
Unified CCX Administration Web Interface
The Unified CCX provides a multimedia (voice, data, and web) IP-enabled customer-care application environment, using VoIP technology that allows your Cisco Unified Communications network to share resources
Community Manager Guide: Jive Jabber Add-on
Community Manager Guide: Jive Jabber Add-on Introduction 2 Contents 3 Contents Jabber... 4 Requirements for Jabber...4 Enabling the Jabber connector... 4 Jabber 4 Jabber The Jive Connector for Jabber allows
Cisco Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP)
Course Overview This is a 5-day class Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with
Agent Console. The Agent Console. The topics in this section provide information about the Agent Console.
Agent Console The topics in this section provide information about the Agent Console. The Agent Console The agent logs into the workstation The agent is automatically logged in to Intradiem; the Agent
Cisco Unified Contact Center Express Historical Reporting Guide, Release 10.6(1)
Cisco Unified Contact Center Express Historical Reporting Guide, Release 10.6(1) First Published: December 15, 2014 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706
Cisco Unified Contact Center Express
New Features, page 1 Updated Features, page 7 Deprecated Features, page 8 Important Notes, page 8 Removed and Unsupported Features, page 9 Third Party Software Impacts, page 14 New Features Unified CCX
Hosted VoIP Phone System. Hosted Call Center. Supervisor User Guide
Hosted VoIP Phone System Hosted Call Center Supervisor User Guide Contents 1 About This Document... 6 1.1 Audience... 6 1.2 How This Guide is Organized... 6 1.3 Software Requirements... 7 2 Introduction
Start your greeting once the Incoming Call window appears. Make sure you are in Ready state to receive incoming calls
Agent Desktop Plus Working With Voice Calls Receiving & Initiating Calls Receiving an Outbound Campaign Call Make sure you are in Ready state to receive incoming calls Always enable Auto-Answer for Outbound
Whisper Announcement
capabilities, page 1 Deployment tasks, page 2 Administration and Usage, page 8 capabilities plays a brief, prerecorded message to an agent just before the agent connects with each caller. The announcement
TELSTRA IP TELEPHONY STANDARD CALL CENTRE FOR AGENTS USER GUIDE
TELSTRA IP TELEPHONY STANDARD CALL CENTRE FOR AGENTS USER GUIDE WELCOME TO STANDARD CALL CENTRE FOR AGENTS! This user guide provides step-by-step instructions and reference information for using TIPT Standard
C. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
Volume: 50 Questions Question No: 1 In a high availability over WAN deployment, which option cannot be located across the WAN from the active Cisco Unified Contact Center Express site? A. SMTP server B.
Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD and Finesse Version 11.5 First Published: July 28, 2016 Last Updated: July 28, 2016 Cisco Systems, Inc. www.cisco.com THE
Cisco Supervisor Desktop User Guide
Cisco Supervisor Desktop User Guide CAD 7.6 for Cisco Unified Contact Center Enterprise Release 7.5 First Published: May 2010 Last Modified: March 25, 2013 Americas Headquarters Cisco Systems, Inc. 170
Reports. Overview. Stock Reports
Overview, on page 1 Report Actions, on page 2 Add Template Help, on page 4 Report Types, on page 5 Manage, on page 8 Run Report, on page 19 Import, on page 22 Export, Report Definitions, and Folders, on
Certificates for Live Data Standalone
Certificates and Secure Communications, on page 1 Export Self-Signed Live Data Certificates, on page 2 Import Self-Signed Live Data Certificates, on page 3 Produce Certificate Internally, on page 4 Deploy
Unified ICM/Unified CCE Reporting Concepts
Abandoned Calls, page 2 Agent States, page 2 Average Speed of Answer, page 3 Bucket Intervals, page 3 Call Detail Data, page 4 Call Types, page 5 Call Type Intervals, page 5 Error Count, page 5 FTE, page
Altus Call Center Agent
Altus Call Center Agent User Guide Document Version 1.2 Table of Contents 1 About This Document... 8 1.1 Audience... 8 1.2 How This Guide is Organized... 8 1.3 Additional Resources... 8 2 Introduction
TELSTRA IP TELEPHONY PREMIUM CALL CENTRE AGENT QUICK REFERENCE GUIDE
1. To sign into the Agent Call Centre Web Based client, open your web browser 2. Enter the following URL https://callcentre.tipt.telstra.com/callcentre 3. When the sign in page appears enter your User
Known Issues Best Practices
Known Issues Best Practices NextGen Healthcare Success Community www.community.nextgen.com v.3 Updated 11.19.2018 1 TIPS ON KNOWN ISSUES 3 SIMULATION VIDEOS FOR KNOWN ISSUES 3 ANATOMY OF A KNOWN ISSUE
Manage Administrators
The Packaged CCE deployment of Unified CCE Administration offers extensive flexibility in the configuration of administrator users and in ways to limit their system access. Administrator access is controlled
Océ Account Center. User manual
Océ Account Center User manual Océ-Technologies B.V. Copyright 2004, Océ-Technologies B.V. Venlo, The Netherlands All rights reserved. No part of this work may be reproduced, copied, adapted, or transmitted
Enterprise Chat and Supervisor s Guide, Release 11.5(1)
Enterprise Chat and Email Supervisor s Guide, Release 11.5(1) For Unified Contact Center Enterprise August 2016 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA
Instructions for SAP CCtr. How to use SAP Contact Center phone system
Instructions for SAP CCtr How to use SAP Contact Center phone system How to start the program 1. Open Internet Explorer browser. Type http://[sap Contact Center Website].ipcallcenters.eu into the address
Configure Cisco Finesse
Cisco Finesse Configuration, page 1 Configure Contact Center Agents and Routing for Live Data Reports, page 1 Disable Agent Queue Statistics Gadget in Default Desktop Layout, page 2 Live Data Reports,
Cisco Finesse Release 10.5(1) ES3
Cisco Finesse Release 10.5(1) ES3 Table of Contents Patch Version... 3 Valid Upgrade Paths... 3 Installing Finesse Release 10.5(1) ES3... 3 Procedure... 3 Rollback... 4 Resolved Caveats in this Engineering
MANUAL 2 - CREATING YOUR CAMPAIGN PART 1
MANAGE TRAINING MANUAL MANUAL 2 - CREATING YOUR CAMPAIGN PART 1 Last Update 7/23/2018 Contents MANUAL 2 - CREATING YOUR CAMPAIGN Training Videos... 2 Campaigns... 3 New Campaign Checklist... 4 Campaigns
Virtual Communications Express User Guide: Call Center Supervisor
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:
Unified CM-based silent monitor configuration
Unified CM-based silent monitor configuration Unified CM silent monitor configuration and administration, page 1 CTI OS and silent monitoring, page 6 Restrictions, page 7 Unified CM silent monitor configuration
Altus Call Center Supervisor Client. User Guide. Document Version 1.2
Altus Call Center Supervisor Client User Guide Document Version 1.2 5121 Maryland Way, Suite 300 Brentwood, TN 37027 Tel +1 615-465-4001 www.altusuc.com Table of Contents 1 About This Document... 8 1.1
Application User Setup
This chapter provides information on managing application user information. About, page 1 Add Application User, page 2 Application User Deletion, page 3 Application User Settings, page 3 Add Administrator
Subsystems Menu. RmCm to set up your Unified CCX resources.
The Subsystems menu of the Unified CCX Administration web interface provides access to the subsystems that are licensed for your Unified CCX system. The Unified CCX system uses subsystems for communicating
Last updated: 25/07/2018 Page 1 of 9
Last updated: 25/07/2018 Page 1 of 9 4.1.0 Release Date: July 2018 Hosted intelli-cti System Management Console: o Available for customers using specific hosted telephony systems only (e.g. Skype for Business,
The Evolved Office Assistant
The Evolved Office Assistant USER GUIDE TM 995 Old Eagle School Road Suite 315 Wayne, PA 19087 USA 610.964.8000 www.evolveip.net Release 1.0 Document Version 1 Copyright Notice Copyright 2008 Evolve IP,
SyAM Software Management Utilities. Client Deployment
SyAM Software Management Utilities Client Deployment Step 2: Setting Up Templates The Management Utilities allow you to create multiple templates for each of the Tasks that it can perform. These templates
AUCCE2: Administering Cisco Unified Contact Center Enterprise Part 2, v10.x
AUCCE2: Administering Cisco Unified Contact Center Enterprise Part 2, v10.x Description Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led course for system
Unified Contact Center Express Release Notes 10.6(1)
Unified Contact Center Express Release Notes 10.6(1) Introduction, page 1 New and Updated Features, page 2 Limitations and Restrictions, page 3 Caveats, page 8 Documentation Feedback, page 9 Documentation
CHAPTER 1 PREFACE... 1
v CHAPTER 1 PREFACE... 1 Why I wrote this book... 1 Who this book is for?... 1 A brief history of UCCX... 2 What is UCCX... 3 Assumptions... 3 Reference Lab... 3 CHAPTER 2 INSTALLATION... 5 Preparation...
Cisco Finesse Release 10.5(1) ES2
Cisco Finesse Release 10.5(1) ES2 Updated: Dec 8, 2014 Table of Contents Patch Version... 2 Valid Upgrade Paths... 2 NTLMv2 Support for Finesse Authentication to AWDB... 2 Installing Finesse Release 10.5(1)
README FOR UCCX 11.5(1)SU1ES03
REVISED: Dec, 2017 This document describes important information and issues addressed in Cisco Unified Contact Center Express (Unified CCX) Release 11.5(1)SU1ES03. IMPORTANT NOTES 1. This Engineering Special
Administering Cisco Unified Contact Center Enterprise Boot Camp
Administering Cisco Unified Contact Center Enterprise Boot Camp AUCCE-BC v10.0; 5 days, Instructor-led Course Description The Administering Cisco Unified Contact Center Enterprise Bootcamp is a 5 day,
Cox Business IP Centrex Call Center Standard Agent/Supervisor User Guide
Cox Business IP Centrex Call Center Standard Agent/Supervisor User Guide 2017 by Cox Communications. All rights reserved. No part of this document may be reproduced or transmitted in any form or by any
Cisco Desktop Administrator User Guide
Cisco Desktop Administrator User Guide Cisco Unified Contact Center Enterprise and Hosted Release 8.5 First Published: November 2010 Last Modified: November 19, 2013 Americas Headquarters Cisco Systems,
Cisco Remote Expert Manager Release Notes
Release 1.9.5 Revised: July 11, 2015 This document describes new features and enhancements for Cisco Remote Expert Manager (REM) version 1.9.5. This document includes the following topics: New Features
Features. Cisco Finesse
Cisco Finesse, page 1 Cisco Finesse IP Phone Agent, page 6 Inbound Voice, page 6 Unified CCX Outbound Dialer, page 6 Home Agent with Extend and Connect, page 18 Remote Agent Over Broadband, page 22 Unified
Accella Toolbar. User Guide. Release 20.0
Accella Toolbar User Guide Release 20.0 Table of Contents 2 Introduction... 9 2.1 About Accella Toolbar... 9 2.2 About This Guide... 9 2.3 Accessing Toolbar... 9 2.4 First Time Login... 10 2.5 Subsequent
BroadCloud PBX Call Center Agent
BroadCloud PBX Call Center Agent User Guide Document Version 1.0 9737 Washingtonian Boulevard, Suite 350 Gaithersburg, MD 20878 Tel +1 301.977.9440 WWW.BROADSOFT.COM BroadWorks Guide Copyright Notice Trademarks
Five9 Supervisor App for ipad
Cloud Contact Center Software Five9 Supervisor App for ipad Last updated June 25, 2014 What's New in the Five9 Supervisor App for ipad? New Agent Overview screen gives supervisors a graphical view of agent
CPBX Receptionist. User Guide. Release 17.sp2 Document Version 1
CPBX Receptionist User Guide Release 17.sp2 Document Version 1 9737 Washingtonian Boulevard, Suite 350 Gaithersburg, MD 20878 Tel +1 301.977.9440 WWW.BROADSOFT.COM BroadWorks Guide Copyright Notice Trademarks
managedip Hosted TDS Table of Contents Call Center Supervisor User Guide
Table of Contents Logging In... 2 Agent Tasks... 2 Supervisor Tasks... 10 Reporting... 15 Keyboard Shortcuts... 17 Additional Support... 17 167472/9-15/9072 1 Logging in 1. Open your web brower and go
Visual Customizations
Overview, on page 1 Create a Grid View, on page 1 Create a Chart View, on page 2 Group By, on page 5 Report Thresholds, on page 6 Overview Stock reports are the reports that are pre-bundled and supported