Using Avaya CRM Connector 2.1 for Call Center Elite and POM

Transcription

1 Using Avaya CRM Connector 2.1 for Call Center Elite and POM Release Issue 1 June 2018

2 Avaya Inc. All Rights Reserved. Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes. Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information, operating instructions and performance specifications that Avaya may generally make available to users of its products and Hosted Services. Documentation does not include marketing materials. Avaya shall not be responsible for any modifications, additions, or deletions to the original Published version of documentation unless such modifications, additions, or deletions were performed by Avaya. End User agrees to indemnify and hold harmless Avaya, Avaya's agents, servants and employees against all claims, lawsuits, demands and judgments arising out of, or in connection with, subsequent modifications, additions or deletions to this documentation, to the extent made by End User. Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya. Avaya is not responsible for the accuracy of any information, statement or content provided on these sites and does not necessarily endorse the products, services, or information described or offered within them. Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages. Warranty Avaya provides a limited warranty on Avaya hardware and software. Refer to your sales agreement to establish the terms of the limited warranty. In addition, Avaya s standard warranty language, as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support website: or such successor site as designated by Avaya. Please note that if you acquired the product(s) from an authorized Avaya Channel Partner outside of the United States and Canada, the warranty is provided to you by said Avaya Channel Partner and not by Avaya. HostedService THE FOLLOWING APPLIES IF YOU PURCHASE A HOSTED SERVICE SUBSCRIPTION FROM AVAYA OR AN AVAYA CHANNEL PARTNER (AS APPLICABLE), THE TERMS OF USE FOR HOSTED SERVICES ARE AVAILABLE ON THE AVAYA WEBSITE, LICENSEINFO UNDER THE LINK Avaya Terms of Use for Hosted Services OR SUCH SUCCESSOR SITE AS DESIGNATED BY AVAYA, AND ARE APPLICABLE TO ANYONE WHO ACCESSES OR USES THE HOSTED SERVICE. BY ACCESSING OR USING THE HOSTED SERVICE, OR AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE DOING SO (HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER ), AGREE TO THE TERMS OF USE. IF YOU ARE ACCEPTING THE TERMS OF USE ON BEHALF A COMPANY OR OTHER LEGAL ENTITY, YOU REPRESENT THAT YOU HAVE THE AUTHORITY TO BIND SUCH ENTITY TO THESE TERMS OF USE. IF YOU DO NOT HAVE SUCH AUTHORITY, OR IF YOU DO NOT WISH TO ACCEPT THESE TERMS OF USE, YOU MUST NOT ACCESS OR USE THE HOSTED SERVICE OR AUTHORIZE ANYONE TO ACCESS OR USE THE HOSTED SERVICE. YOUR USE OF THE HOSTED SERVICE SHALL BE LIMITED BY THE NUMBER AND TYPE OF LICENSES PURCHASED UNDER YOUR CONTRACT FOR THE HOSTED SERVICE, PROVIDED, HOWEVER, THAT FOR CERTAIN HOSTED SERVICES IF APPLICABLE, YOU MAY HAVE THE OPPORTUNITY TO USE FLEX LICENSES, WHICH WILL BE INVOICED ACCORDING TO ACTUAL USAGE ABOVE THE CONTRACT LICENSE LEVEL. CONTACT AVAYA OR AVAYA S CHANNEL PARTNER FOR MORE INFORMATION ABOUT THE LICENSES FOR THE APPLICABLE HOSTED SERVICE, THE AVAILABILITY OF ANY FLEX LICENSES (IF APPLICABLE), PRICING AND BILLING INFORMATION, AND OTHER IMPORTANT INFORMATION REGARDING THE HOSTED SERVICE. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

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6 Table of Contents Chapter 1: Introduction... 8 Purpose... 8 Prerequisites... 8 Avaya CRM Connector 2.1 overview... 8 Chapter 2: Agent control Navigating to the softphone application in Salesforce.com Lightning Experience mode Salesforce Classic mode Logging into the softphone application Supported languages Softphone call control and field descriptions About Agent states Changing the agent state to Available Changing the agent state to Not Ready or Auxiliary Changing the agent state to After Call Work Logging out from the softphone application Chapter 3: Using the Avaya CRM Connector for Inbound calls Answering an incoming call Holding and retrieving a call Initiating a blind transfer call to another party Initiating a blind conference call with another party Initiating a consultation call Making a call Dropping an active call Chapter 4: Using the Avaya CRM Connector for Outbound calls About Predictive/Progressive Campaign About Preview Campaign Establishing a nailup call Establishing or rejecting a call with the customer in a preview campaign mode Holding and retrieving a call Initiating a blind transfer call to another party Initiating a consultative transfer or conference call with another party Initiating a blind conference call with another party Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

7 Making a call Releasing or Dropping an active call Scheduling a callback for a customer Adding a customer to Do Not Call list Saving agent notes Chapter 5: Call Log About call log details Modifying the call log details Viewing the call log reports Appendix - I Resources Glossary Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

8 Chapter 1: Introduction Purpose This document describes how to use Avaya CRM Connector application softphone, which is seamlessly embedded within a CRM dashboard. This document is intended for users who want to make calls, receive calls, and perform other voice operations using Avaya CRM Connector 2.1. Prerequisites Ensure that the Avaya CRM Connector has already been installed and configured. The required CRM users have already been assigned to the Call Center Definition, so that the users can start using the Avaya CRM Connector from within the CRM application. The agent ids and extensions have been registered on the ACD systems. Avaya CRM Connector 2.1 overview Avaya CRM Connector release 2.1 is a voice-only web softphone application designed to work on all types of CRM applications. Using the Avaya CRM Connector 2.1 Softphone, you can perform the following functions: Log into the softphone with your ACD credentials. Log into the softphone using multiple modes o o o ACD-only Outreach-only Blended Predictive/Progressive Campaign Preview Campaign Initiate a nailup call Establish or reject a call with the customer Change the agent states along with a reason code Make a call Release/Drop a call Hold an active call Retrieve a held call Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

9 Initiate a blind transfer call to another party Initiate a blind conference call with another party Initiate a consultative transfer or conference call with another party Hang up an active call/ Drop a call Schedule a callback for a customer Add a customer to Do Not Call list Save agent notes Save call logs View the call log reports Logging out of the softphone 9 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

10 Chapter 2: Agent control Navigating to the softphone application in Salesforce.com Lightning Experience mode Procedure 1. Log in to the SalesForce.com web application. The system displays the Salesforce.com dashboard. 2. To change the mode, click the <logged in user account name> drop-down list, and click Switch to Lightning Experience as shown in the following sample screenshot. The system displays the Salesforce.com dashboard in Lightning Experience mode. Figure 1: Sample screenshot - Switch to Lightning Experience 3. Navigate to the bottom left of the page and click the Avaya CRM Connector button as shown in the following screenshot. The system displays the Avaya CRM Connector softphone application. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

11 Salesforce Classic mode Procedure Figure 2: Softphone in Lightning Experience 1. Log in to the SalesForce.com web application. The system displays the Salesforce.com dashboard. 2. To change the mode, click the <logged in user account name> drop-down list, and click Switch to Salesforce Classic as shown in the following sample screenshot. 11 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

12 Figure 3: Switch to Salesforce Classic 3. The system displays the Salesforce.com dashboard in Salesforce Classic mode with the softphone application as a panel in the left side of the page as shown in the following screenshot. Figure 4: Softphone application in Salesforce Classic mode Logging into the softphone application About this task The following procedure provides details for logging into Avaya CRM Connector. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

13 If you have already logged in earlier and the login credentials are stored, and if the automatic login is enabled, the agent is logged in automatically. If only extension is stored, then only the station is automatically logged in. Before you begin Ensure that you are logged in to your ACD system with the same login credentials as you are going to use for Avaya CRM Connector. Also, ensure that the extension details are registered properly. Procedure 1. Login in to the CRM application, such as SalesForce.com using the appropriate URL and credentials. The system displays the CRM dashboard. 2. Expand or navigate to the CRM Connector login form on the dashboard as shown in the following figure. Note: These labels can be changed by the administrators in the configuration. Figure 5: Login form 3. In the Extension ( ) field on the softphone login form, type the extension registered on ACD. This value is always required. The value used must be of a station that exists and is in service in Avaya Aura Communication Manager. 4. In the Agent ID ( ) field, type the agent registered on ACD. If this field is left empty, the user will be logged in and able to control their station, but will have no ACD controls. 13 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

14 5. In the Password ( ) field, type the password for the registered agent id. This field can be left empty if the Agent ID is not provided, or if the Agent ID does not use a password. If the Agent ID does not use a password, this prompt can be removed from the login form through configuration. 6. In the MODE field, select any one option from the following list: a. ACD-Only: Select this option to use the Inbound call mode. b. Outreach-Only: Select this option to use the Outbound call mode. c. Blended: Select this option to use the blended mode for both Inbound and Outbound call modes. Note: 7. Click Login. Selecting the Outreach-Only or Blended mode activates the ZONE field. You must select the required zone from the available list. 8. Once the agent and extension is logged in successfully, the CRM dashboard displays the softphone with the logged in information. If the agent logs in using only an extension, the drop-down list at the top will not be present. Note: Figure 6: Logged in agent Avaya CRM Connector provides multi tab support which allows agents to use multiple browser tabs. The Avaya CRM Connector softphone widget behavior will remain same across all the tabs for the logged in agent. To view reports for ACD or Outreach calls, you need to click the respective tab and click the view report button. Supported languages The Avaya CRM Connectors softphone user interface can be viewed in the following languages: Chinese Korean Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

15 English French Spanish Italian Russian Japanese German Thai Dutch Brazilian Portuguese Note: If you want to change the language of your softphone user interface, you must contact your Avaya CRM Connector s administrator. Softphone call control and field descriptions Note: You can also use keyboard shortcuts for navigation in Avaya CRM Connector. You must get the list of keyboard shortcuts from your administrator/supervisor to know the default shortcuts defined for your softphone. Field /Control / Icon Name Description Initiate Nailup Call Incoming Nailup Call A control to allow a nail up call to arrive at the agent s station. An icon to identify an incoming nailup call. Type a Phone Number Make Call Accept Call Drop/Release/Reject Call Hold Call A field to type a contact number for making a call. A control to dial the number added in the Type a Phone Number field. A control to accept an incoming call A control to end an active call or reject an incoming call A control to keep an active call on hold. 15 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

16 Field /Control / Icon Name Description Blind Transfer Blind Conference Consult call Dial pad Inbound call Outbound call Internal call Ready state Busy Aux state ACW state Logout A control to transfer a call to another party without consultation. A control to start a conference call with another party without consultation. A control to initiate a consult call with another party. A control to send DTMF digits during an active call. An icon to identify an inbound call. An icon to identify an outbound call. An icon to identify an internal inbound call within a call center. A control to change the agent state to Available state. A control to display the agent s state when the agent receives or initiates a call. When the Busy state is active, the agent s previous state is stored and when the call ends, it will transition to the original state of the agent. A control to change the agent state to Auxiliary (AUX) or Pending Auxiliary state. A control to change the agent state to After Call Work (ACW) or Pending ACW state. A control to logout of the station. Callback Retrieve a call A control to schedule a callback for a specific customer. A control to retrieve an active call. Complete Transfer A control to complete or convert a consultation call into a transfer call. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

17 Field /Control / Icon Name Description Complete Conference Call Report Redial Click-to-Dial / Clickto-Consult Directory Call History Do Not Call Wrap up timer A control to complete or convert a consultation call into a conference call. A control to view the call log reports A control to redial the last dialed number. A control to click and dial or consult the given number based on the agent status and configuration settings. If there is no active call and the agent status is idle, then this link works as Click-to-Dial. If the agent is busy with an active call, this link works as Click-to-Consult. Note: When an agent makes an outgoing call to a number using the click-to-dial option in an ACD mode, and if the number is part of the Do Not Call (DNC) list, the call will be rejected. Though, you can make direct calls to these numbers. A control to search a directory entry based on name, number, and description of the entries in a directory. A user can also sort the search result by either name or number in the search result. A control to view the call history of the last three calls. A control to add a customer in the do not call list. A control to select the wrap up reason code before the timer ends. Drop Last Added Party A control to drop the last added party from the current call. Note: You can also use the Directory tab to make calls, perform consult, perform blind transfer, and perform blind conference calls when you are using Classic and Console modes. 17 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

18 About Agent states At the top of the Avaya CRM Connector softphone, there is a drop-down list that shows the user s current agent state and allows the user to choose a new agent state. The possible options are: Available, Auxiliary (AUX), After Call Work (ACW), and Logout. These states are configurable in the Label Options section of the configuration. If these labels are not configured, the system displays the defaults labels. The Logout option is hidden from the agent if the agent is logged in with Outreach-only mode and the agent state is Available in the Outreach tab. When the Blended mode is used, the Logout option is not available from the Outreach tab unless the state is set to Auxiliary but can be seen on the ACD tab. The other options - After Call Work and Auxiliary, can be suppressed or added depending on how your administrator has configured the Call Center Definition settings. If the user is logged in without providing an Agent ID, the current state shown will be empty, and the only option available will be Logout. In this case, none of the following options shown in this section apply, other than using Logout to log out of the softphone. Changing the agent state to Available About this task The agent state is set to Available state either automatically or manually based on the configuration settings set by the administrator. If the Available state is the selected item, it indicates that the agent is ready to take ACD calls. In an Auxiliary or After Call Work state, an agent cannot take an ACD call. The agent can still receive a non-acd or a direct call. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone, and click the agent state drop-down list. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

19 2. From the list, click Available (Ready). Figure 7: Agent state drop-down list The agent is now ready for all types of calls including ACD calls. Figure 8: Available state Changing the agent state to Not Ready or Auxiliary About this task You can change the agent state to Not Ready or Auxiliary (AUX) only if you are allowed by your administrator. The Not Ready / Auxiliary state represents that the agent is doing some other unrelated task that requires the agent to not receive ACD calls. In this state, only direct call is received by an agent. 19 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

20 Based on your settings, an agent may also be forced to select a reason code that signifies the exact reason for being not ready for a call. When a reason code is selected, the display of the Not Ready / Auxiliary state will be updated to show the newly selected reason. An agent can also select another Not Ready / Auxiliary reason code while in Not Ready / Auxiliary to change from one Not Ready / Auxiliary reason code to another Not Ready / Auxiliary reason code without ever leaving the Not Ready state. An agent state is automatically changed to Pending AUX/ACW if the agent is in a call and tries to change the state to Not Ready (Auxiliary) /ACW. Before you begin Ensure that you are logged into Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone and click the agent state drop-down list. Figure 9: List of Agent states 2. In the drop-down list, click Auxiliary Work. 3. If prompted to select a reason code, click the reason code which reflects your current status. The agent state drop-down list displays the selected Auxiliary reason code. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

21 Figure 10: Auxiliary Reason Codes 4. If there is an active call going on and the agent selects Auxiliary/ACW, the agent state is changed to Pending Auxiliary Work / Pending After Call Work and cannot be changed to Available state. 21 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

22 Figure 11: Pending Auxiliary Work 5. In the situation mentioned in step 4, when the call is dropped, the agent state is changed to Auxiliary with the reason code selected during the call. Figure 12: Auxiliary state selected during an active call Changing the agent state to After Call Work About this task You can change an agent s state to After Call Work (ACW) only if you are allowed by the administrator. In an After Call Work state, agents will not receive any ACD calls. The agents will though receive the direct calls on their extension or ID. Before you begin Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

23 Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone and click the agent state drop-down list. Figure 13: List of Agent states 2. In the drop-down list, click After Call Work. Figure 14: After Call Work state 3. If there is an active call going on and the agent selects After Call Work, the agent state is changed to Pending After Call Work and cannot be changed to Available state. 23 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

24 Figure 15: Pending After Call Work 4. In the situation mentioned in step 3, when the call is dropped, the agent state is changed to After Call Work. Figure 16: ACW selected during the call Logging out from the softphone application About this task Agent will not be able to logout if there is currently an active call present or if the agent is in an available state. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

25 If the user is logged into the ACD, the agent will be logged out of the ACD, and will exit the softphone on Logout. If the user is logged into the Blended/Outreach mode, the state of the agent should be Auxiliary to perform the Logout action. Closing the browser application will not end an active session or a call, nor will it log the agent out of the ACD. If you log back in to the CRM Connector in a new browser, you will have to log back into the softphone. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone and click the agent state drop-down list. 2. Click Logout. Figure 17: Agent state drop-down list 25 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

26 Figure 18: Logout reason codes 3. If prompted to select a reason code, click the reason code which reflects your action. The system displays the confirmation dialog box. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

27 4. Click Yes. Figure 19: Logout confirmation dialog The agent is logged out of the softphone application as shown in the following screenshot. 27 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

28 Figure 20: Agent logged out screen Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

29 Chapter 3: Using the Avaya CRM Connector for Inbound calls Important You must refer to the following sections of this chapter only if you are working in an inbound mode of the Avaya CRM Connector. Answering an incoming call About this task Use this procedure to answer a call using the softphone. When a softphone is idle, with no calls, no call cards are shown. You can handle multiple calls simultaneously in a softphone, but only one line can be active at any time and all the other lines must be put on hold. You can activate any line at any time and take any actions that are offered on the call card. When a new call arrives, the existing active call if any is automatically put on hold when the new call is answered. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. When a new call arrives, the Accept Call ( ) is shown. 29 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

30 Figure 21: Incoming call 2. To answer the call, click the Accept Call ( ) control. Once the call is answered, the Accept Call ( ) control is removed and the rest of the call control buttons are presented. The call information is displayed in a call card which consists of the caller Id, dialed number, and call log details. The following image depicts an answered inbound ACD call: Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

31 Figure 22: The inbound call Holding and retrieving a call About this task You might need to put an active call on hold to answer a new call, or discuss anything with a nearby colleague. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to put the call on hold. You must have a held call to retrieve the call. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 31 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

32 Figure 23: Active call 2. Click Hold ( ). The currently active call is put on hold as shown in the following screen shot. You can now Consult, Transfer, Conference while a call is held. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

33 Figure 24: Held call 3. To unhold a call, click Retrieve ( ). The system retrieves the held call as shown in the following screenshot. 33 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

34 Figure 25: Retrieved or active call Initiating a blind transfer call to another party About this task A blind transfer call activity transfers a call to another party in one step as the call gets transferred to the party without consultation. If the blind transfer operation fails, the original call will be left on hold and will have to be retrieved by the agent. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a blind transfer to another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

35 Figure 26: Active call 2. In the Type a phone number field, type the number to which you want to perform a blind transfer to and click Blind Transfer ( ). 35 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

36 Figure 27: Blind Transfer to another number 3. The system transfers the current call to the mentioned party and current station becomes idle as shown in the following screen shot. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

37 Figure 28: Agent state after Blind Transfer Initiating a blind conference call with another party About this task Blind conference of a call initiates a conference with another party in one step as the party gets added in the conference without consultation. You can also drop the last party added in a blind conference. The system also displays the agent details that created the conference. If the blind conference operation fails, the original call will be left on hold and will have to be retrieved by the agent. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a blind conference with another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 37 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

38 Figure 29: Active call 2. In the Type a phone number field, type the number you want to add in a blind conference and click Blind Conference ( ). Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

39 Figure 30: Blind conference with another number 3. The system adds the mentioned party to the current call completing the blind conference as shown in the following screenshot. 39 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

40 Figure 31: Blind conference call 4. To drop a party added last in the conference call, click Drop Last Added Party ( ). The system removes the last added party from the conference call. If there was only one party added in the conference call, the call gets converted into a normal two-party call. Initiating a consultation call About this task Initiating a consultation call with another party puts the current call on hold. A consultative call can be completed as transfer, completed as conference, swapped, or canceled. A consultative call can also be initiated using the Click-to-Consult capability. To use Click-to-Consult, simply click any link-enabled phone number on your CRM application while currently on a call. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

41 You must be on an active call to initiate a consultation call with another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Figure 32: Active call 2. In the Type a phone number field, type the number you want to consult and click Consult ( ). 41 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

42 Figure 33: Phone number to consult 3. The system requests the mentioned party for a consultation call as shown in the following screenshot. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

43 Figure 34: Consultation call 4. When the consulted party accepts the call, the system displays the controls for converting a call into a transfer/conference/swapping between the calls/end the call as shown in the following screenshot. 43 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

44 Figure 35: Consulted call 5. To convert a consultation call into a transfer call, click Complete Transfer ( ). The system transfers the current active call to the consulted party. 6. To convert a consultation call into a conference call, click Complete Conference ( ). The system adds the currently active call and the consulted party to a conference call. 7. To swap the currently active call with the held call, click Swap Calls ( ). 8. To drop the current consultation call, click Drop Call ( ). Making a call About this task To place a call, an agent can use the Make Call button, the Last Number Redial button, the Directory and the Click-to-Dial options. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

45 To use the Make Call control, the agent needs to provide the destination number in the phone number field. The Redial option is available if you have already dialed a number earlier in the current session after logging into the softphone application. To use Click-to-Dial, simply click any link-enabled phone number on your CRM application. When a user places a call, whether through the Make Call button or through Click-to- Dial, the Drop button is enabled and turns red. Using the Drop button at this point will abandon the call and cancel the call attempt. All call controls explained earlier in this guide are applicable for both making and receiving calls. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure 1. Navigate to the Avaya CRM Connector softphone application on your dashboard. 2. In the Type a phone number field, type a number and click Make Call ( ). Figure 36: Make Call 45 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

46 3. The system displays an outgoing call attempt screen as shown in the following screenshot. Figure 37: Outgoing call 4. Once the party to which call has been made accepts the call, the system displays the other call control options as shown in the following screenshots. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

47 Note: Figure 38: An outgoing call For more details about the call controls available on the last screen, see Softphone call control and field descriptions. For more details about the actions that can be performed using these controls, see Chapter 3: Using the Avaya CRM Connector for Inbound calls. Dropping an active call About this task You can end an active call, a consult call, or a conference call using the drop call control. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to cancel a call. To drop a held call, you must first retrieve the call from hold. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 47 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

48 2. Click Drop Call ( ). Figure 39: Active call The system ends the active call as shown in the following screen shot. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

49 Figure 40: Idle state with no calls 49 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

50 Chapter 4: Using the Avaya CRM Connector for Outbound calls Important You must refer to the following sections of this chapter only if you are working in an outbound mode of the Avaya CRM Connector. About Predictive/Progressive Campaign In a predictive or progressive campaign mode, Connector 2.1 softphone application directly connects the customer with the agent. In this mode, the agents do not have the opportunity to accept or reject the call. About Preview Campaign In a preview campaign mode, Connector 2.1 softphone application first presents the call information to the agent, and allows the agent to either accept or reject the call. Only when the agent accepts the call, the call is established with the customer. Establishing a nailup call About this task Use this procedure to activate an agent s station for an outbound call. Before you begin Ensure that you have logged on to the station and set the agent status as available or ready. Procedure 1. When you are logged on to the station and set the status as available, click Initiate Nailup Call. The system displays an incoming nailup call. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

51 Figure 41: Initiate Nailup Call 2. Click Accept Call ( ) to establish the nailup call. The nailup call is established successfully and the station gets ready for an outbound customer call. Figure 42: Nailup call established Establishing or rejecting a call with the customer in a preview campaign mode About this task Use this procedure to connect an agent with the customer. This procedure is not applicable for a predictive or progressive campaign, as in this mode call is connected to the customer automatically. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone and have established a nailup call. 51 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

52 Procedure 1. When a new call arrives, the Accept Call ( ) is shown. Figure 43: Incoming call 2. To answer the call, click the Accept Call ( ) control. Once the call is answered, the call is established with a customer. Also, the system removes the Accept Call ( ) control and the rest of the call control buttons are displayed. The call information is displayed in a call card which consists of the customer details, dialed number, and other call log details. The following image depicts an answered outbound call: Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

53 Figure 44: The outbound customer call 3. To reject the call, click the Release Call ( ) control. The system displays the wrap up timer and wrap up reason code list for rejecting a call as shown in the following screenshot: Figure 45: Wrap up timer and reason code list 4. To end the call, select the wrap up reason code and click Done ( ). Holding and retrieving a call About this task You might need to put an active call on hold to discuss anything with a nearby colleague. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to put the call on hold. You must have a held call to retrieve the call. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 53 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

54 Figure 46: Active call 2. Click Hold ( ). The currently active call is put on hold as shown in the following screen shot. You can retrieve a held call as well as add agent notes in this state. Figure 47: Held call 3. To unhold a call, click Retrieve ( ). The system retrieves the held call as shown in the following screenshot. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

55 Figure 48: Retrieved or active call Initiating a blind transfer call to another party About this task A blind transfer call activity transfers a call to another party in one step as the call gets transferred to the party without consultation. If the blind transfer operation fails, the original call will be left on hold and will have to be retrieved by the agent. You need to first click Consult ( ) to get the agent details for blind transfer. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a blind transfer to another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 55 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

56 Figure 49: Active call 2. Click Consult ( ) to select the agent for blind transfer. The system displays the Consult section on call card. Figure 50: Consult controls 3. Expand the Consult section and select the options for the following fields. a. Agent: Select the agent type as Agent or External. Note The list of available destinations consists of: - Agents who are currently logged in and have accepted the nail up call. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

57 - External stations listed in the Associated Address list for the specific Campaign. This is configured in the Campaign settings in Experience Portal / POM. b. Consult Contact: Select the agent to whom you want to directly transfer the call. This field is populated based on your selection of the agent type. 4. Click Blind Transfer ( ). Figure 51: Consult section The system transfers the current call to the mentioned party as shown in the following screen shot. 57 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

58 Figure 52: Call transferred to another agent Initiating a consultative transfer or conference call with another party About this task Initiating a consultation call with another party puts the current call on hold. A consultative call can be completed as transfer, completed as conference, or canceled. A consultative call can also be initiated using the Click-to-Consult capability. To use Click-to-Consult, simply click any link-enabled phone number on your CRM application while currently on a call. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a consultation call with another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

59 Figure 53: Active call 2. Click Consult ( ) to select the agent for consultative transfer / conference. The system displays the Consult section on call card. Figure 54: Consult controls 3. Expand the Consult section and select the options for the following fields. a. Agent: Select the agent type as Agent or External. Note The list of available destinations consists of: - Agents who are currently logged in and have accepted the nail up call. 59 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

60 - External stations listed in the Associated Address list for the specific Campaign. This is configured in the Campaign settings in Experience Portal / POM. b. Consult Contact: Select the agent to whom you want to consult transfer / conference. This field is populated based on your selection of the agent type. 4. Click Create Consult. Figure 55: Consult section The system requests the mentioned party for a consultation call as shown in the following screenshot: Figure 56: Consultation call Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

61 5. When the consulted party accepts the call, the system displays the controls for converting a call into a transfer/conference/end the call as shown in the following screenshot. Figure 57: Consulted call 6. To convert a consultation call into a transfer call, click Complete Transfer ( ). The system transfers the current active call to the consulted party. 7. To convert a consultation call into a conference call, click Complete Conference ( ). The system adds the currently active call and the consulted party to a conference call. 8. To release the current consultation call, click Release Call ( ). Initiating a blind conference call with another party About this task Blind conference of a call initiates a conference with another party in one step as the party gets added in the conference without consultation. You can also drop the last party added in a blind conference. The system also displays the agent details that created the conference. If the blind conference operation fails, the original call will be left on hold and will have to be retrieved by the agent. Before you begin 61 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

62 Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to initiate a blind conference call with another party. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Figure 58: Active call 2. Click Consult ( ) to select the agent for blind conference. The system displays the Consult section on call card. Figure 59: Consult controls 3. Expand the Consult section and select the options for the following fields. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

63 a. Agent: Select the agent type as Agent or External. Note The list of available destinations consists of: - Agents who are currently logged in and have accepted the nail up call. - External stations listed in the Associated Address list for the specific Campaign. This is configured in the Campaign settings in Experience Portal / POM. b. Consult Contact: Select the agent to whom you want to add to the conference. This field is populated based on your selection of the agent type. Figure 60: Consult section 4. Click Blind Conference ( ). The system adds the mentioned party to the current call completing the blind conference as shown in the following screenshot 63 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

64 Making a call Figure 61: Blind Conference About this task To place a call, an agent can use the Make Call button, the Last Number Redial button, the Directory and the Click-to-Dial options. To use the Make Call control, the agent needs to provide the destination number in the phone number field. The Redial option is available if you have already dialed a number earlier in the current session after logging into the softphone application. To use Click-to-Dial, simply click any link-enabled phone number on your CRM application. When a user places a call, whether through the Make Call button or through Click-to- Dial, the Drop button is enabled and turns red. Using the Drop button at this point will abandon the call and cancel the call attempt. All call controls explained earlier in this guide are applicable for both making and receiving calls. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. Procedure Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

65 1. Navigate to the Avaya CRM Connector softphone application on your dashboard. 2. In the Type a phone number field, type a number and click Make Call ( ). OR Figure 62: Make Call Click the Dialpad ( ) icon. The system displays the Dialpad window. Figure 63: Dialpad Click to digits to type the number and click Make Call. 3. The system displays an outgoing call attempt screen as shown in the following screenshot. 65 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

66 Figure 64: Outgoing call 4. Once the party to which call has been made accepts the call, the system displays the other call control options as shown in the following screenshots. Figure 65: An outgoing call Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

67 Releasing or Dropping an active call About this task You can end an active call, a consult call, or a conference call using the drop call control. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to cancel a call. To drop a held call, you must first retrieve the call from hold. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 2. Click Release Call ( ). Figure 66: Active call The system displays the wrap up timer and reason code list as shown in the following screen shot. 67 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

68 Figure 67: Wrap up details 3. Select the wrap up reason code and click Done ( ) to complete the call. Scheduling a callback for a customer About this task An agent can schedule a callback for a customer based on a customer request. An agent can set the callback type as Agent, Campaign, or Standard. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to schedule a callback for a customer. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

69 Figure 68: Active call 2. Click Callback ( ) The system displays the Callback section on the call card. 3. Expand the Callback section. Figure 69: Callback section The system displays the Callback details fields. 69 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

70 Figure 70: Callback details 4. Provide details in the following fields: a. Call Time b. Campaign type c. Time zone d. Notes 5. Click Create to complete the callback scheduling. Adding a customer to Do Not Call list About this task An agent can add a customer to Do Not Call list based on a customer request. Before you begin Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

71 Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to add a call on Do Not Call list. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. Figure 71: Active call 2. Click Do Not Call ( ). The system adds the current customer on the call in the Do Not Call list. Saving agent notes Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to save agent notes. Procedure 1. Navigate to the Avaya CRM Connector softphone active call control box. 71 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

72 2. Click Add Notes ( ). Figure 72: Active call The system displays the Agent Notes section. Figure 73: Agent Notes section 3. Click to expand the Agent Notes section Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

73 Figure 74: Agent Notes details 4. Type the required details in the notes field and click Save. The system saves the agent notes for the current call. Note You can save multiple notes for an ongoing call. 73 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018

74 Chapter 5: Call Log About call log details The Avaya CRM Connector application saves call log details such as call start time, call end time, call duration, Agent ID, contact name reference, account relation, and other additional comments. The availability of the call log options is subject to the CRM server configuration and may or may not be allowed or displayed. Modifying the call log details About this task The Avaya CRM Connector application allows you to modify the call information in the call log form available at the bottom of the softphone. Before you begin Ensure that you are logged in to Avaya CRM Connector softphone. You must be on an active call to modify the details within a call log entry. Procedure 1. Navigate to the Avaya CRM Connector softphone application. 2. Click to expand the Log Details section. Using Avaya CRM Connector 2.1 for Call Center Elite and POM June

75 Figure 75: Log details form 3. Navigate to the Contact/Lead/Person Account directory of your CRM application and select the required name. OR In the Name field, click the drop-down list and select the required name if available. Note that, the drop-down list is empty until the agent selects a Contact/Lead or Personal Account in a previous attempt. 4. In the Related To field, click the drop-list and select the required object that is not a Contact, Lead, or Person Account. 5. (Optional) To provide details about the customer, in the Customer Description field, type details. 6. From the Customer Type drop-down list, select any one from the following options: New Existing 75 Using Avaya CRM Connector 2.1 for Call Center Elite and POM June 2018