User Guide. Supervisor. Release 4.0

Transcription

1 User Guide Supervisor Release 4.0 Printed on 4 March, 2009

2 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an or voice mail account in the name of a person or corporate function (eg., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components

3 Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements ( Third Party Components ), which may contain terms that expand or limit rights to use certain portions of the Product ( Third Party Terms ). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at: Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com. For additional support telephone numbers, see the Avaya Web site: Trademarks Avaya is a trademark of Avaya Inc. All non-avaya trademarks are the property of their respective owners. Avaya support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is in the United States. For additional support telephone numbers, see the Avaya Web site: For the most current versions of documentation, go to the Avaya support Web site:

4 iv Preface Contents This following few pages provides information that will help you use this document. Preface Related Documents...vi Knowledge Base...vi Product Name Changes...vi Chapter 1 Introduction 7 What is Supervisor?...8 How does Supervisor Work?...10 Licensing...11 Error Logging...12 iv

5 Contents v Chapter 2 System Requirements 13 Supported Languages...14 Installation Requirements...14 Installation 16 Install Application...16 Chapter 3 Administration 17 Configure Supervisor...18 General Tab...22 Agent Tab...24 Interaction Data Server - Voice and Presence...26 Layout...27 Chapter 4 Operation 29 Start Supervisor...30 The Supervisor Interface...31 Call Appearances...33 Join Call as Observer...35 Join Call as Coach...38 Join Call as Participant...41 Answer Request for Help...44 Send Message to Agents...47 Send Call Data...49 Show Error Log...53 Glossary of Terms 55 Index 57

6 Contents vi Related Documents For information on the Interaction Data Server - Voice and Presence, refer to the Interaction Data Service User Guide on the Avaya Contact Center Express DVD. Knowledge Base For information on any errors and updates relating to this document, visit the Avaya Contact Center Express Knowledge Base ( Product Name Changes Avaya Contact Center Express The Avaya Contact Center Express suite of CTI applications and development tools was previously known as Avaya Active Telephony. Active Telephony was previously known as Avaya Active Enterprise. Avaya Telephony Services Avaya Application Enablement Services (AE Services) was previously known as Avaya Computer Telephony (Avaya CT) software. Avaya CT was previously known as CentreVu Computer Telephony (CentreVu CT).

7 7 C HAPTER 1 Introduction In This Chapter What is Supervisor?...8 How does Supervisor Work?...10

8 Introduction 8 What is Supervisor? Supervisor is a desktop application that allows contact center supervisors to monitor the call activity of a group of ten or less agents. The application allows supervisors to: see an agent's request for help join a call as an observer (the supervisor can hear the conversation but the agent and customer cannot hear the supervisor) join a call as a coach (only the agent can hear and talk to the supervisor) join a call as a participant (the agent and customer can hear and talk to the supervisor) view the current state of each agent What's more, if Supervisor is connected to the Interaction Data Server - Voice and Presence, supervisors can: view statistics on the average length of time an agent is spending in After Call Work (ACW) and Available modes view statistics on the number of calls the agent has taken send text-based messages to agents send call-related data to the Interaction Data Server - Voice and Presence and agents Supervisor displays data in a simple tree-view and uses color coding to communicate information about agents and calls. Note: Agent names are derived from the application's configuration if no agent name has been associated with the station in the switch. If an agent name has been specified in the switch, then the switch's agent name takes precedence.

9 Introduction 9 Note: Supervisor is only available to call centres running Expert Agent Selection agent functionality. Supervisor does not give the user telephony control. For this functionality, they must use Agent or another CTI application.

10 Introduction 10 How does Supervisor Work? When Supervisor starts up, it retrieves all configuration data from its local configuration file. Using this configuration information, Supervisor connects to the Interaction Data Server - Voice and Presence via TCP/IP and instructs it to feed back the statistical data at the interval specified in the server's configuration. Supervisor then connects to the Telephony Server, which runs License Director, and requests a run-time license. Agent s PC running Agent Server running Interaction Data Server TCP/IP LAN connection Phone line Supervisor s PCs running Supervisor, Avaya Computer Telephony client software, Microsoft.Net Framework & Internet Explorer Telephony Server running Avaya Computer Telephony server software & License Server Agent s PC running Agent Local Area Network Definity/ MultiVantage Once the license is received from License Director, Supervisor starts monitoring all agent DNs specified in the configuration.

11 Introduction 11 Licensing To use Supervisor, you need to buy one (or upgrade your existing) CCE Voice license key with enough run-time licenses to cover the number of agents using Supervisor. License keys are added to License Director (a central repository for all Contact Center Express licenses) using Contact Center Express Control Panel. For information on how to add a license key to License Director, refer to the Application Management Service User Guide. Note: You can request a free, ten-user, 30-day trial license via the Avaya Contact Center Express website ( You will receive the trial license key via . When the trial period expires, you need to purchase licenses to use the Contact Center Express suite. Licensing Error Messages On starting Supervisor, an error message will display if: The license has not been set up using the Application Management Service. The license is a trial-only license and has already expired. The number of run-time licenses requested exceeds the total number of licenses purchased. The server running License Director or License Director itself is not available. For more information on how Supervisor interacts with License Director, refer to the License Director User Guide.

12 Introduction 12 Error Logging Supervisor logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example, MonSupervisor.log. Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. (Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file.) The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are: 0. No error logging takes place. 1. Logs fatal, major, minor and trace information. 2 Logs fatal, major and minor errors. 4. Logs fatal and major errors. 8. Logs fatal errors only. Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable). Diagnostic Testing Error Logging There is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month and day) and time (in hours, minutes and seconds) it was created. For example: ASMediaDirector.log. Warning: To prevent a multitude of log files affecting your available disk space, this error logging level should only be used for short periods of time while carrying out diagnostic testing.

13 13 C HAPTER 2 System Requirements In This Chapter Supported Languages...14 Installation Requirements...14

14 System Requirements 14 Supported Languages Supervisor is available in the following languages: English Chinese (Simplified) Korean All language versions run with the following Windows operating systems in their own language: XP Professional in XP or Classic styles SP Professional SP4 Double-byte character set languages (Korean and Simplified Chinese) run with English operating systems, but you must install the font character set for the language you want to use and change your regional and language settings to suit. Note: If you do not, all non-english text is replaced with question marks. Note: Contact Center Express offers a custom language control that allows you to modify an existing language to suit company-specific practices or a local dialect, or alternatively, translate all the strings to create an entirely new language. By altering the strings, you can customize the names of buttons, labels, tabs, panels and text boxes, as well as menus, instructions and error messages. (Note: The amount of space on the interface may limit the number of characters you can display.) To use the custom control, you need to assign it a text file containing your choice of wording, and then specify that file in the configuration. For the step-by-step procedure, see Customize the Language. Installation Requirements The specifications listed here are the minimum recommended. As far as is known and unless otherwise stated, Contact Center Express and its components should be compatible with all higher specification hardware configurations and software versions that those listed here. Note: The following are not yet supported Microsoft.Net Framework 3.0 Microsoft.Net Framework 3.5 SQL Server 2008

15 System Requirements 15 Desktop For Contact Center Express Desktop, Contact Center Express Reporting, Contact Center Express Control Panel and Supervisor. Hardware: 1.6 GHz Pentium, 512MB of RAM, 50MB of free hard disk space, DVD drive, graphics card capable of supporting 1024x768 resolution monitor, mouse or other Windows-compatible pointing device, and TCP/IP LAN connection. Software: Either Windows Vista (Enterprise), Windows XP Professional 32-bit SP2/SP3, Citrix Presentation Server or Windows Terminal Services 32-bit with Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft.Net Framework 2.0 or 2.0 SP1. Server For License Director, XML Server, Configuration Server, Application Management Director, Media Director, all Media Stores and Gateways, Call Routing Server and Virtual Agent. Hardware: A 2.4 GHz Pentium with 2GB of RAM. Software: Either Windows 2003 Server (Enterprise & Standard) 32-bit, Windows 2008 Server (Enterprise & Standard) 32-bit with Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft.Net Framework 2.0 or 2.0 SP1. VMWare and Virtual Server are also supported. Interaction Data Service The Interaction Data Service requires its own dedicated server with the same minimum requirements as the server specifications listed above - excluding Microsoft Internet Explorer which is not required. Database Interaction Data Server (ActiveInteractionData) and Configuration Server (ACS) databases may be installed on either Microsoft SQL Server 2008 or Microsoft SQL Server ASMSControl, ASMSData and ASContact Databases must be installed on either Microsoft SQL Server 2005 or Microsoft SQL Server 2005 Express. For best performance host Microsoft SQL Server on a dedicated machine and ensure that both the Interaction Data Server and ASContact database are run on identical operating systems. Server Only POP3/SMTP supported: Microsoft Exchange Server 2003, Version 6.5 or Microsoft Exchange Server Developers Developing applications: Windows XP Professional 32-bit SP2/SP3 with Microsoft Visual Studio 2005, Application Enablement Services (AE Services) client software release 4.2.1, Microsoft Internet Explorer 6.0 SP1 and Microsoft.Net Framework 2.0 or 2.0 SP1.

16 Installation 16 Installation The configuration and monitoring of this Contact Center Express service is accomplished by the Application Management Service installation of which is a necessary pre-requisite for the configuration and setup of Virtual Agent. For detailed information on how to install Application Management Service refer to the about the Contact Center Express Installation Guide.pdf. One component of this service is the Contact Center Express Control Panel, a user interface that allows you to add and change configuration and operation information about currently monitored servers. For detailed information on how to configure this service, refer to the about the Contact Center Express Control Panel User Guide.pdf. Install Application For instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. The Contact Center Express Installation Guide is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Contact Center Express website (

17 17 C HAPTER 3 Administration In This Chapter Configure Supervisor...18 General Tab...22 Agent Tab...24 Interaction Data Server - Voice and Presence...26 Layout...27

18 Administration 18 Configure Supervisor 1 Open Windows Explorer, locate the program group that contains Supervisor, and double-click Supervisor.ini. 2 Use the following definitions to define your configuration data. Note: Do not change section names or parameter names.

19 Administration 19 [My Phone] Station DN. The phone number the application will be associated with. The associated device number is normally the phone number of the user's telephone. [Telephony Services] Primary Link Name. The name of the primary link this application will use to connect to the Avaya Telephony Server and switch. Primary User Name. The user name required to gain access to the primary link. Primary User Password. The password associated with above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands). [License Director] Primary License Director IP. The IP address of the primary License Director through which this application will request and release licenses. Primary License Director Port. The port number of the primary License Director. The default is Secondary License Director IP. The IP address of the secondary License Director IP through which this application will request and release licenses. Secondary License Director Port. The port number of the secondary License Director. The default is [Agents] Station DNs. A list of station DNs that Supervisor will monitor. Note: Separate stations with commas. Do not include spaces. For example: Station DNs=4506,4508,4501 Names. The names associated with the above agent DNs. Note: The sequence corresponds directly with the sequence of DNs in the Station DNs parameter. Separate stations with commas. You can use spaces between first and last names, but not between name items. For example: Names=Tracy Taylor,Sean Land,Fiona Hunter Note: These names form part of the agent node (along with the station DN) if no agent name has been associated with the station in the switch. If an agent name has been specified in the switch, then the switch's agent name takes precedence. [Options] Auto Expand Agent Nodes. A value that determines whether agent nodes automatically expand when there is call activity at the agent device. True=enable, False=disable (default). Maximum Agent Count. The maximum number of agents supported in Supervisor. When not present, the value defaults to the recommended maximum number of 10.

20 Administration 20 Poll Device Interval Seconds. How often, in seconds, the application polls the devices (phones) it is monitoring for agent information (agent name and agent ID). The default is 10. This functionality is particularly important if your switch does not have Agent States functionality enabled (the Agent States feature allows Contact Center Express applications to automatically receive agent event information for all agents it is monitoring.) If Agent States functionality is enabled in your switch, the polling still takes place, which causes extra network traffic. Administrator Enabled. If set to True, a user can change application settings from the Supervisor interface. Language. The language this application will appear in. Options are: English, Korean and Simplified Chinese. [Error Logging] Error Log Level. The value that determines what level of error detail will be saved in the error log: 0=No error logging takes place, 1=Logs fatal, major, minor and trace information, 2=Logs fatal, major and minor errors, 4=Logs fatal and major errors, 8=Logs fatal errors only. There is also another error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Error Log File Path. The directory path for saving error log files. By default, this parameter is left blank, which automatically sets the path to the application's current working folder (the same folder as the application executable). Error Log File Extension. The extension of error log files for this application. Extension refers to part of the file name (usually the name of the application) and the file type extension (eg.log).) The application will automatically precede the default extension with the day of the week (eg, Mon, Tue) when it creates its error logs. Maximum Error Log File Size KB. The maximum amount of information, in kilobytes, that will be stored in an error log file before it is archived and a new file is created. The default is The minimum you can set this to is 100. Note: The archive will only store one log file. If a second error log reaches the specified maximum size, it overrides the previously archived file. If, however, the diagnostic testing error log level is selected in Error Log Level (this is achieved by adding 128 to any one of the other error log values), a new file with a new name is created every time the maximum log file size limit is reached. [Interaction Data Server] Interaction Data Server IP. The IP address of the Interaction Data Server - Voice and Presence. Interaction Data Server Port. The port number the Interaction Data Server - Voice and Presence uses to accept connections from clients and other servers. The default is [Agent Nodes - Text Color Scheme] Request Assistance. The color agent nodes turn when agents send requests for assistance.

21 Administration 21 Provide Assistance. The color agent nodes turn when the supervisor joins calls to provide assistance. [Individual Call Nodes - Text Color Scheme] Join Call As Observer. The color call nodes will turn when the supervisor joins as an observer. Join Call As Coach. The color call nodes will turn when the supervisor joins as a coach. Join Call As Participant. The color call nodes will turn when the supervisor joins as a participant. [Window Layout] Window Height. The height, in pixels, of the application's interface. The height is automatically saved in the configuration after it is adjusted within the application. Window Width. The width, in pixels, of the application's interface. The width is automatically saved in the configuration after it is adjusted within the application. Left Position. The distance, in pixels, of the application from the left side of the screen at startup. The distance is automatically saved in the configuration after it is adjusted within the application. Top Position. The distance, in pixels, of the application from the top of the screen at startup. The distance is automatically saved in the configuration after it is adjusted within the application.

22 Administration 22 General Tab 1 To configure Supervisor, select Tools > Options from the menu bar. The Options dialog box appears. The General tab allows you to configure the startup details required by Supervisor. License 2 Type the primary and secondary License Director IP addresses and port numbers Supervisor will use to request and release licenses. Note: The default port number is Telephony Services 3 To select the Telephony Server you wish to connect to, click the Load T-Links button or press the Alt+L keys to display a list of currently available Telephony Servers. 4 Double-click the desired telephony server to update the Current Telephony Server text box. 5 Type your user name in the User name text box. 6 Type the password associated with your user name in the User password text box. 7 To verify the Telephony Server connection can be established, click the Check Connection button or press the Alt+K keys. If the connection is successful, a confirmation dialog box appears. Click OK.

23 Administration 23 My Details 8 Type the phone number Agent will be associated with in the My DN text box. The associated device number is normally the phone number of your telephone.

24 Administration 24 Agent Tab The Agent tab allows you to select valid telephone numbers to monitor. A valid number must be administered within the Avaya Communication Manager and the Avaya Computer Telephony security database on the Telephony Server. To add an agent to the list of monitored agents: 1 Click the Add button. The Agent dialog box appears. 2 Type the agent's device (station) number in the Agent DN text box. 3 Type the name associated with the device in the Agent name text box. Note: This name forms part of the agent node (along with the station DN) if no agent name has been associated with the station in the switch. If an agent name has been specified in the switch, then the switch's agent name takes precedence.

25 Administration 25 4 Click the OK button to save the record and return to the Options dialog box. 5 Repeat this procedure to add as many agents as required. 6 To edit an agent's details: a) Click the agent's name and click Edit. The Agent dialog box appears. b) Change the details as required. c) Click the OK button. 7 To delete an agent from the list, click the agent's name and click Delete.

26 Administration 26 Interaction Data Server - Voice and Presence The Interaction Data Server - Voice and Presence tab allows you to select the Interaction Data Server - Voice and Presence that Supervisor will use to pass and receive call-related data. 1 Type the name or IP address of the Interaction Data Server - Voice and Presence that Supervisor will use to pass and receive call-related data. 2 Type the IP port number the Interaction Data Server - Voice and Presence uses to accept connections from clients and other servers. The default is Click the OK button.

27 Administration 27 Layout The Layout tab allows you to configure the colors used to display the various types of Supervisor nodes. 1 Click the button beside the node type you want to configure. The Color dialog box appears. 2 If you want to use a color from the Basic colors selection, click the color and click the OK button. 3 If you want to choose another color:

28 Administration 28 a) Click Define Custom Colors >>. b) Click a new color in the multi-colored panel and vertically move the triangular slide to select the shade of your chosen color. c) Click the Add to Custom Colors button. d) Click OK. 4 Repeat the above steps for each of the node types you want to configure.

29 29 C HAPTER 4 Operation In This Chapter Start Supervisor...30 The Supervisor Interface...31 Join Call as Observer...35 Join Call as Coach...38 Join Call as Participant...41 Answer Request for Help...44 Send Message to Agents...47 Send Call Data...49 Show Error Log...53

30 Operation 30 Start Supervisor To start Supervisor, either: Double-click the icon on the desktop (this only displays if it was selected during installation). Click the Start button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Supervisor > Supervisor from the pop-up menu. Open Windows Explorer, locate the program group that contains Supervisor, and double-click the Supervisor icon. Supervisor starts using the information stored in its local configuration file.

31 Operation 31 The Supervisor Interface Supervisor displays data in a simple tree-view and uses color coding to communicate information about agents and calls: Agent Node. First-level agent nodes represent monitored agent devices. Each agent node has three second-level nodes: 1 Call Node. The second-level Call Node records the number of calls currently being handled at the agent's phone (Current =), and the total number of calls the agent has taken from the time you started Supervisor (Total =)

32 Operation 32 Each Call Node has a single child node for each call currently at the agent device. The Active Call Node text indicates the call state (eg. Connect, Conference), the direction of the call, and the phone number of the other call party. 2 Agent State. The agent name and ID (only shown if the agent is logged in) and the agent's current work mode (either Logout, AUX, Available or ACW) 3 Agent Statistics. Statistics retrieved from the Interaction Data Server - Voice and Presence. If the connection to the Interaction Data Server - Voice and Presence is not configured or not available, this node is not shown. Avg ACW - The average length of time, in seconds, the agent spends in After Call Work mode (calculated over the interval specified in the Interaction Data Server - Voice and Presence). Avg Available. The average length of time, in seconds, the agent spends in Available mode (calculated over the interval specified in the Interaction Data Server - Voice and Presence). Calls received/interval. The total number of calls this agent has taken during the interval specified in the Interaction Data Server - Voice and Presence. Note: The statistic interval is the amount of time, in minutes, between statistic calculations. The interval, which is set in the Interaction Data Server - Voice and Presence, can be any value between 1 and 60 minutes. For more information on the interval, refer to the Interaction Data Service User Guide.

33 Operation 33 Call Appearances Supervisor's agent and call nodes change color to indicate various states. Colors are configured under the Layout (on page 27) tab of the Options dialog box. Based on the above configuration, agent nodes display as follows: When... the agent node appears... an agent's line is not busy an agent's phone line is busy an agent sends a request for assistance the supervisor joins a call Based on the above configuration, call nodes display as follows: When... the call node appears... an agent answers a call an agent sends a request for assistance the supervisor joins a call as an observer the supervisor joins a call as a coach the supervisor joins a call as a participant

34 Operation 34

35 Operation 35 Join Call as Observer If you join a call as an observer, you will be able to hear the conversation but the agent and customer will not be able to hear you. In this function, Supervisor uses the Service Observing feature on the Avaya Communication Manager. To silently join a call as an observer: 1 Right-click the active call node and select Join call as observer from the pop-up menu.

36 Supervisor uses a single-step conference to silently join you to the call. Operation 36

37 Operation 37 2 To drop yourself from the call, right-click the active call node and select Drop me from call. The active call will continue to display until either the agent or customer ends the call. 3 If the agent transfers the customer, select Tools > Drop me from call from the menu bar.

38 Operation 38 Join Call as Coach If you join a call as a coach, you will be able hold a conversation with the agent without the customer overhearing you. In this function, Supervisor uses the Listen Hold feature on the Avaya Communication Manager. To silently join a call as a coach: 1 Right-click the active call node and select Join call as coach from the pop-up menu. Supervisor uses a single-step conference to join you to the call.

39 Operation 39

40 Operation 40 2 To drop yourself from the call, right-click the active call node and select Drop me from call. The active call will continue to display until either the agent or customer ends the call.

41 Operation 41 Join Call as Participant If you join a call as a participant, you will be able to have a three-way conversation with the agent and the customer: To join a call as a participant: 1 Right-click the active call node and select Join the call as participant from the pop-up menu.

42 Supervisor uses a single-step conference to join you to the call. Operation 42

43 Operation 43 2 To drop yourself from the call, right-click the active call node and select Drop me from call. The active call will continue to display until either the agent or customer ends the call.

44 Operation 44 Answer Request for Help If agents in your contact center are using a CTI application that is connected to the same Interaction Data Server - Voice and Presence as Supervisor and the application is using the server's AIDSNotifyInteractionData method, they will be able to signal you when they need help. When an agent sends a request for help, the agent and call nodes appear in the color specified under the Layout (on page 27) tab of the Options dialog box.

45 For example: Operation 45

46 Operation 46 To answer the request for help: Right-click the active call node and join the call as a coach or participant. When you answer a request for help, the call node appears in the color specified under the Layout tab of the Options dialog box.

47 Operation 47 Send Message to Agents If agents in your contact center are using a CTI application that is connected to the same Interaction Data Server - Voice and Presence as Supervisor (for example, Wallboard) and the application is able to receive messages, you can send messages to those agents. To simultaneously send a message to all agents: 1 Click the Send Broadcast tab. 2 Type your message in the message text box. 3 To keep the message for future reference, click the check box beside Show history so a tick appears. Note: Because messages are not stored externally, they are lost when Supervisor closes.

48 Operation 48 4 Click the Send button. The message displays in the message history list box. The list saves a maximum of 100 messages, and records each message as well as the date and time it was sent. Once this limit is reached, the oldest message is removed. The most recent message displays at the top.

49 Operation 49 Send Call Data The Interaction Data Server - Voice and Presence enables external parties to register interest in a specific call using programs implementing its AIDSStartMonitorInteractionData function. In the future, Contact Center Express applications will use this feature. If you want to use it now, you can create your own application see the Interaction Data Client Developer Guide. Supervisor s Send Call Data tab allows the input and sending of any message to those parties that have registered an interest (as above) in the selected call. To send call-related information: 1 Click an active call node.

50 Operation 50 2 Click the Send Call Data tab. Note: The text box will only be enabled if the call you have selected is active.

51 Operation 51 3 Type the call-related data you want to send in the text box. 4 To send the information, either Right-click the active call node and select Send call data from the pop-up menu, Click the Send button, or

52 Operation 52 Press the Alt+E keys. The item displays in the sent call data list box. The list saves a maximum of 20 items, and records each message as well as the date and time it was sent. Once this limit is reached, the oldest message is removed. The most recent message displays at the top.

53 Operation 53 Show Error Log When Supervisor detects an error, the Error Indicator box turns red. To view the error message: 1 Click. The Supervisor Error Log window displays, showing details of the error, the reason for its occurrence and a possible resolution. 2 If desired, copy the text and paste it into another application. 3 To close the Error Log window, click the [OK] button.

54 Operation 54 Some of the common errors occur because: The user name or password is invalid. The extension number of the primary device is invalid. The extension number of a monitored device is invalid. The Telephony Server is incorrect or cannot be found. License Director is not available or there are no free licenses available.

55 55 Glossary of Terms A Agent A person who answers calls in an ACD split or skill. An agent is known to the Call Management System by their login ID, which they enter during the logging-in process. Agent login ID A one to nine-digit number assigned to an agent in the Avaya Communication Manager. The agent enters their login ID when logging in at an ACD extension. Agent login IDs are required for all agents measured by the Call Management System. Agent mode An agent work state. The three modes an agent can be in are Auxiliary (AUX), Available (AVL) or After Call Work (ACW). AUX mode See Auxiliary (AUX) mode. Auxiliary (AUX) mode A work mode that makes an agent unavailable to receive ACD calls. It is used when an agent wants to perform an activity that is not related to an ACD call, such as taking a break, going to lunch or making an outgoing call. Available (AVL) mode A work mode that makes an agent available to receive ACD calls. Avaya CM Avaya Communication Manager (Avaya CM) is the telephony software that drives Avaya MultiVantage communications applications. It powers telephony call processing, call control and messaging, and integrates with other value-added applications. B Blind conference A function that adds a party to a conference call without consulting the party first. C Call appearance A button that visually identifies the state of a call. A call appearance's color and behavior (whether it is flashing or not) informs an agent whether the call is outgoing, incoming, connected, held or failed. D Device A telephone. Drop A function that disconnects a particular party from a call. If the dropped party is a member of a multi-party conference, the rest of the conference remains. E EAS See Expert Agent Selection. Expert Agent Selection (EAS) A switch feature that allows skills to be assigned to agents. Skills, such as Customer Services, Sales and Accounts, are assigned to agent login IDs in the Avaya Communication Manager. An agent can be assigned up to 20 skills and each skill is given a skill level between 1 and 16. Calls to a specific skill are routed to the agent with the highest skill level. A skill-level-1 agent is selected first, or, if no skill-level-1 agent is available, a skill-level-2 agent is selected, and so on. Reserve agents are classified as level 16.

56 Glossary of Terms 56 I Interval The amount of time, in minutes, between statistic calculations. The interval, which is set in the Interaction Data Server - Voice and Presence, can be any value between 1 and 60 minutes. L Listen hold Listen hold puts one call party on hold without disconnecting it. A party on listen hold cannot hear the other party or parties on a call (the call could be a two-party call or a multi-party conference call), but the other party or parties can still hear the party on listen hold. P PBX Private Branch Exchange. The switch located in your building that controls what extension incoming calls are "switched" to. A PBX offers a wide range of features that a company can use to customize its own telephone system. S Station A telephone. Switch A private switching system providing voiceonly or voice and data communications services (including access to public and private networks) for a group of telephones within a single premises. T Telephony Server The server running Avaya Computer Telephony server software that integrates voice and data between your Avaya Communication Manager and your business application environment.

57 57 Index A Administration 17 Agent 55 Agent login ID 55 Agent mode 55 Agent Tab 24 Answer Request for Help 44 AUX mode 55 Auxiliary (AUX) mode 55 Available (AVL) mode 55 Avaya CM 55 B Blind conference 55 C Call appearance 55 Call Appearances 33 Configure Supervisor 18 D Device 55 Drop 55 E EAS 55 Error Logging 12 Expert Agent Selection (EAS) 55 G General Tab 22 H How does Supervisor Work? 10 I Install Application 16 Installation 16 Installation Requirements 14 Interaction Data Server - Voice and Presence 26 Interval 56 Introduction 7 J Join Call as Coach 38 Join Call as Observer 35 Join Call as Participant 41 K Knowledge Base vi L Layout 27, 33, 44 Licensing 11 Listen hold 56 O Operation 29 P PBX 56 Preface iv Product Name Changes vi R Related Documents vi S Send Call Data 49 Send Message to Agents 47 Show Error Log 53 Start Supervisor 30 Station 56 Supported Languages 14 Switch 56 System Requirements 13 T Telephony Server 56 The Supervisor Interface 31 W What is Supervisor? 8