Virtual Communications Express User Guide: Call Center Agent

Transcription

1 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 directories, Outlook integration, and other features required in large call centers. Notes NOTE 1: To work in full screen mode, make sure that the main window is in focus and then click F11. NOTE 2: The Back, Forward, and Refresh options in web browsers are not supported by the Call Center. NOTE 3: When a window is vertically resized, the panes do not always resize to fill the window. To resize a window, drag the window from the bottom right-hand corner or collapse and then expand the panes after resizing to adjust them to the window.

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

3 End a Call Drag-and-Drop Call onto Contact Transfer Calls Make Outbound Calls Set Outgoing Calling Line Identity (CLID) Dial an Ad Hoc Number Redial a Number Dial a Contact Dial from Search Hold/Resume Calls Escalate Calls Make an Emergency Call Blind Escalate a Call Escalate with Consultation Escalate with Conference or Handover Escalate with Mid-Conference Hold Manage Conference Calls Start a Three-Way Conference Add a Participant to a Conference Hold a Conference Resume Conference Hold Participant Take Participant off Hold Leave Conference End Participant End Conference Monitor Supervisors Select Supervisors to Monitor Supervisor Phone States Reporting Settings

4 General Tab Application Tab Services Tab Plug-ins Tab Report Tab About Tab Additional Help and Resources Getting Started with Your Service Returning Equipment Contact Us

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

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

7 Set Up the Call Center Change Your ACD State Figure 5 Change ACD State Click the ACD state drop-down list in the top right corner of the main window to select your ACD state. Available - agent is available to receive ACD calls. Agent can also receive direct calls. Unavailable - agent is unavailable to receive ACD calls. Agent can still receive direct calls. Wrap-up - agent is performing post call work. Enable/Disable Features You can use the following features in the Call Center: Call Waiting, Call Forwarding Always, and Do Not Disturb if your administrator assigned them to you. Enable/disable Call Waiting: 1. Click in the Call Console. The button changes to to indicate that it is enabled. 2. Click to disable it. Enable/disable Do Not Disturb or Call Forwarding Always: 1. Click Settings in the top right corner of the main screen. The Settings screen appears. 2. Click the Services tab. 3. Select the feature you want to enable or disable. 4. Check or uncheck Active If you checked Active for Call Forwarding Always, enter the phone number to which you want to forward calls in the Forward To field. Check Ring Splash if you want to be notified by a short ring to let you know a call came in and was forwarded. 5. Click Save. 7

8 Navigate the Call Center The main screen is where you perform most of your call management or monitoring tasks. There are also links to reporting and settings. Most Call Center controls appear only when the action they represent can be taken. The controls that allow you to take actions on calls are called action button. Refer to the Controls section for descriptions of action buttons. Figure 6 Call Center Agent The following table describes the Call Center elements. Item Number Element Description 1 Menu Bar Contains links to Reporting, Settings, Help, and Sign Out. It also displays your status (e.g., Available, Do Not Disturb, etc.). Reporting provides historical information about your call center performance as an agent. Settings configure various Call Center settings such as agent policies, services, plug-ins, and report settings. 2 CALL CONSOLE Manage current calls and conference calls. 3 CONTACTS Contains your contact directories and allows you to manage your contacts and use contacts to make calls or take actions, such as transfer to a contact or queue on existing calls. 8

9 User Status Information about you is displayed in the top right corner of the main screen: name, availability to take calls, and voice mail status. Your current ACD state is displayed to the right of your name. You are always Available unless configured by your administrator to also function as an agent. If so, you can change your ACD state by selecting a new state from the drop-down list. Figure 7 User Status - Displays the ACD state. In addition, information about the following features is provided: Do Not Disturb (DND) has precedence over Call Forwarding Always Call Forwarding Always (CFA) has precedence over your busy phone state Busy Phone State Voice Messaging If none of the features are enabled and your phone state is Idle, no icon is displayed. The Voice Messaging icon displays only when you have outstanding voice messages. 9

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

11 Call Action Buttons Action buttons allow you to perform actions on calls, such as answering or transferring a call, or actions that result in a call being placed, such as dialing a number or contact. Action buttons appear on the Dialer, on a call line, in a call history log, or in a directory entry. Action buttons are contextual, that is, they appear on a line/entry when the corresponding action can be performed on that entry. For example, when you select a contact in directory, the contact expands and the Call and Extension buttons appear on the line for that contact allowing you to call the contact. Other buttons may appear on the line for a contact, depending on the call state and the contact s configuration. Figure 8 Call Action Buttons on a Contact The following table describes the action buttons in the Call Center. Call Action Description Dials the number you entered in the Dialer. Places a call to a selected contact or to a number in Call History. Re-dials the last dialed number. Dials a contact s extension. Dials a contact s mobile number. Opens a new message to the contact s address. Transfers a call to an ad hoc number entered in the Dialer. Transfers a call to a selected number or contact. Answers an incoming call, answers an unanswered call for a contact, or resumes a held call. 11

12 ACD States ACD states specify the agent s availability to take calls. An agent can be in one of the ACD states. ACD State Icon Description Available Agent is available to receive ACD calls. Agent can also receive direct calls. This is the primary ACD state of an agent during the workday. It indicates that you are at your workstation and either ready to take a call or on an active call. This state can be overridden if Call Waiting is enabled for the call center, which allows for new calls when the agent is available and on an active call. Unavailable Agent is unavailable to receive ACD calls. Agent can still receive direct calls. The Unavailable state should be used when you are away from your workstation and not available to take calls. ACD calls are not delivered to agents in an Unavailable state. This state should be used when you are at lunch, on a break, in a meeting, or engaged in some other activity while you are at work but unavailable to take calls. Wrap-Up Agent is performing post call work. This state is designed to allow you to complete paperwork or other post call procedures associated with the last call. By default, calls are not routed to agents in the Wrap-Up state, except when the call center is configured to allow it. Sign-In The Sign-In state is equivalent to a clock in, which means that the agent is at their work location but not yet ready to accept incoming calls. Calls are not delivered to the agent in this state. Sign-In is a transitional state and agents do not remain in this state; rather they transition to their post sign-in state. It is recommended that agents only be in this state between the time they arrive at work and the time they become available to accept calls. Sign-Out The Sign-Out state is equivalent to a clock out, which means that the agent s workday or shift is complete. Calls are not delivered to the agent in this state. It is recommended not to use this state when agents leave for lunch or breaks during the day. The Unavailable state should be used for that. 12

13 Keyboard Shortcuts The following table describes the keyboard shortcuts you can use with the call center. Key Description Mouse Action ESC Closes the open window/pop-up. Click Close. ESC Exits the selected item, such as a text box. Cancel the changes. / Places the cursor in the Dialer field. Note: In Microsoft Internet Explorer 8, the / shortcut key does not always work. Pressing the key clears the default Enter Number text, but does not place the cursor in the input field. Click in the Dialer field.? Places the cursor in the Search field. Click in the Search field. ARROW DOWN ARROW UP PAGE DOWN PAGE UP 1.9 Selects the next item in the Call Console or the Queued Calls pane. Selects the previous item in the Call Console or the Queued Calls pane. Goes to the next page in the Call Console or the Queued Calls pane. Goes to the previous page in the Call Console or the Queued Calls pane. Pressing 1 selects the first call, pressing 2 selects the second call, etc. Click the scroll bar or the next item on a list. Click the scroll bar or the previous item in a list. Scroll down one page. Scroll up one page. Select a call in the Call Console. SPACEBAR Answers the selected incoming call. If no call is selected, answers the incoming call that has been waiting the longest. Pressing the Spacebar again answers the next longest waiting incoming call, which puts the previously answered call on hold. Click Answer on the selected incoming call in the Call Console. <PERIOD> ENTER ENTER Ends the selected call. If the cursor is placed in the Enter Number field in the Dialer, the entered digits are dialed. If the cursor is placed in the Search field, a search is performed. Click End on the selected call in the Call Console. Click Dial. Click Search. 13

14 Key Description Mouse Action + Transfers the selected call to the ad hoc number entered in the Dialer. Click Transfer in the Dialer. SHIFT+1..9 Pressing SHIFT+1 selects and answers the first ringing call, pressing SHIFT+2 selects and answers the second ringing call, etc. Select a ringing call and click Answer. SHIFT+1..9 Pressing SHIFT+1 selects and places on hold the first active call, pressing SHIFT+2 selects and places on hold the second active call, etc. Select an active call and click Hold. SHIFT+1..9 Pressing SHIFT+1 selects and retrieves the first held call, pressing SHIFT+2 selects and retrieves the second held call, etc. Select a held call and click Retrieve. S or s Opens the Settings screen. Click the Settings link. B or b Goes from the Settings screen to the main screen. Click the Back to Application link. R or r Opens the Call History screen. Click the Call History button. H or h Opens the help. Click the Help link. D or d SHIFT+L or SHIFT+l Opens the Dashboard or brings the Dashboard to the front if it is already open. Signs the user out of the application. Click the Dashboard link. Click the Sign Out link. SHIFT+A Sets the agent s ACD state to Available. Select Available. SHIFT+U Sets the agent s ACD state to Unavailable. Select Unavailable. SHIFT+W Sets the agent s ACD state to Wrap-Up. Select Wrap-Up. 14

15 Call Console Use the Call Console to view and manage calls. The Call Console contains the following elements: header, dialer, current calls, and conference calls. Header Figure 9 Call Console The header contains controls that allow you to access call history, group your calls, and enable/disable call waiting. Figure 10 Header 15

16 Dialer The Dialer allows you to make ad hoc calls and set your outgoing calling line identity (CLID) for the next call. Figure 11 Call Console Dialer Click to set the number you want to use for outgoing calls. To place an ad hoc call, enter a number in the text box and click. While on an active call, there will be Action Buttons according to the action being performed. 16

17 Current Calls The Call Console displays your current calls, both direct and ACD, and allows you to take actions on them. Direct calls are calls placed from or received on your own phone number, whereas ACD calls are calls routed to you from a call center that you are staffing as an agent. Conference details display in the My Conference Calls pane if you are on a conference call. The following information is displayed for each call: Figure 12 Current Calls Call State - visual representation of the current state of the call. Refer to Call States and Actions. Remote CLID - name of the remote party (if available) and the phone number. Call State name - name current call state. Call duration/held duration - duration of the call from the time the call was received. For held calls, the duration a call has been on hold. Action buttons - the call also displays action buttons for any actions you can take on the call. The actions you can perform depend on the call state. 17

18 My Conference Calls The My Conference Calls pane displays your current conference and allows you to manage your conference calls. Note: You can only be involved in one conference call at a time. Figure 13 My Conference Calls The header contains controls that allow you to manage your conference call: End the conference Leave the conference Place the conference on hold Resume the conference that you placed on hold When the My Conference Calls pane is expanded, the call legs that make up your current conference are listed. Each two-way call is displayed on a separate line. The information displayed for each call leg is the same as the information displayed for two-way calls. Refer to Current Calls. 18

19 Call States and Actions The following table lists the call states and actions that can be performed. Call State Description Icon Ringing In (Local) Incoming Local Call Personality Click-To-Dial Ringing In (Remote) Incoming Terminator Call Actions Answer, End Answer, Conference, End Ringing Out, Outgoing Outgoing Originator Conference, End Active Active Any On Hold Held Any On Hold (Remote) Remote Held Any Transfer, Hold, End, Conference Transfer, Resume, End, Conference Transfer, Hold, End, Conference Active (In Conference) Active Conference Transfer, Hold, End Held (In Conference) Held Conference Ringing In (Recalled Call) Call Recalled Terminator Resume, Transfer, End Answer, Conference, End 19

20 Contacts The Contacts pane contains your directories and allows you to make or manage calls. For information on using contacts to manage calls, see Manage Calls. The Contacts pane contains the following: Figure 14 Contacts Search Contacts - search for specific contacts in your directories Company Contacts - contains the contacts in your enterprise directory. Personal Contacts - contains the contacts from your personal phone list. It displays the name/description and phone number of each contact. Supervisors contains a list of your supervisors and allows you to contact them quickly. Call Centers - lists the call centers you are staffing as an agent and the associated Dialed Number Identification Service (DNIS) numbers. It provides you with a quick way to transfer calls to queues. Directories - consolidates the contacts from your enterprise and personal directories. This pane is always visible. You can choose which directories to display and you can collapse the pane but not close it. 20

21 Search Contacts You can search for specific contacts in your directories. Figure 15 Search Contacts 1. Enter a name or number in the search field and press Enter. You can enter partial information, such as part of a name or phone number. For example, if you do not remember whether Mary s last name is spelled Shelley or Shelly, you can enter Shell, and either name is returned. Note: The search is not case-sensitive; the search for Ann and ann returns the same results. 2. To restrict the search to contacts that start with the entered text, check Begins with. 3. Select the directories in which to search from the drop-down list, if applicable. 4. Press Enter. The text you entered is matched against every entry in the selected directory. Matching search results display. 5. Click to clear the search results. 21

22 Show/Hide Directories You can decide which directories you want to show/hide in the Contacts pane. Figure 16 Show/Hide Contacts 1. Click View Directories. 2. Check/uncheck the directories you want. Note: You cannot hide the Directories pane. 22

23 Show Contact Details You can view the details of a contact in any directory. Only one contact per directory can be expanded at a time. When you click a contact, the system automatically hides the details of the previously expanded contact. Figure 17 Show Contact Details 1. Click to expand a directory. 2. Click on a contact. The entry expands displaying the contact s details. The information depends on the target directory and includes the contact s phone numbers and action buttons. 23

24 Sort Contacts You can sort Company Contacts and Agents. Figure 18 Sort Contacts 1. Click Sort COMPANY CONTACTS or AGENTS. 2. Select how you want to sort: First Name, Last Name, or ACD State. When agents are sorted by ACD state and there is a change in an ACD state, the agents are not automatically re-sorted. 24

25 Add/Delete Personal Contacts You can add or remove personal contacts via the My Phone dashboard or the Call Center and updates appear in both places. Updates that you make via the My Phone dashboard appear in the Call Center the next time you sign in. 1. Click to edit or delete a Personal Contact. The Edit Personal Contacts pop-up appears. Figure 19 Edit Personal Contacts 2. Click Add to add a contact. A new line is added below the existing entries. 3. Enter a name for your new contact. 4. Press Tab on your keyboard to move to the Number field. 5. Enter a number for the contact. 6. Press Enter. -OR- Select a contact and click Delete to remove the contact from your Personal Contacts. 7. Click X in the top right corner to close the window. 25

26 Manage Calls Your current and incoming calls are displayed in the Call Console with the conference calls displayed in the My Conference Calls pane. Call Management Operations Figure 20 Call Console The following table provides a summary of the actions that you can take to manage calls. These actions (operations) are described in more detail in the following sections. Action Answer an incoming call Open URL Save a vcard Place a call on hold Resume a held call Description Click Answer in the Call Console. Click Web Pop URL in the Call Notification box for an incoming call. Click Add vcard in the Call Notification box for an incoming call. Move your mouse over the call and click Hold in the Call Console. Move your mouse over the call and click Retrieve in the Call Console. 26

27 Action Blind transfer a call Transfer with consultation Transfer to queue Make an emergency call to available supervisor Make an emergency call to selected supervisor Blind escalate a call Escalate with consultation Escalate with conference Start a 3-way conference Add a participant to a conference Hold a conference Resume a conference Hold a conference participant Take a conference participant off hold Leave a conference Description Drag the call onto the target contact and click Transfer. Alternatively, enter the target number in the Dialer and click Transfer. While on a call, enter a number in the Dialer or select a contact in the Contacts pane and click Dial. When the new call is connected, consult with the party. When ready to transfer, select the original call. Move your mouse over the new call that and click Transfer. Drag the call onto the target queue in the Queues pane and click Transfer. Select the call to escalate in the Call Console, and then click Emergency in the Supervisors pane. Drag the call to escalate onto an available supervisor in the Supervisors pane, and then click Emergency. Select the call to escalate in the Call Console. Click Escalate or select an available supervisor in the Supervisors pane, and then click Escalate. Hover mouse over the call to the supervisor in the Call Console, and then click Transfer before the supervisor answers the call. Select the call to escalate in the Call Console. Click Escalate or select an available supervisor in the Supervisors pane, and then click Escalate. Consult with the supervisor. When ready to transfer, hover your mouse over the call in the Call Console and click Transfer. Select the call to escalate in the Call Console. Click Escalate or select an available supervisor in the Supervisors pane, and then click Escalate. Hover your mouse over the new call in the Call Console, and then click Conference. Select a call in the Call Console. Move your mouse over a call and click Conference. Move your mouse over a call and click Conference in the Call Console. Click Hold in the My Conference Calls pane. Click Resume in the My Conference Calls panel. Select the call to put on hold in the My Conference Calls pane, and then click Hold. Select a held call in the My Conference Calls pane, and then click Resume. Click Leave Conference in the My Conference Calls pane. 27

28 Action End participant End a conference Set outbound CLID Dial an ad hoc number Re-dial a recent number Dial a recent number Dial a contact Dial from search Description Select the target call in the My Conference Calls pane, and then click End. Click End Conference in the My Conference Calls panel. Click Outbound CLID in the Dialer, and then select the number to use as your calling line identity for the next call from the list. Enter a number in the Dialer and click Dial. Click Redial in the Dialer and select a number from the list. Start entering the number to dial in the Dialer. A list of numbers starting with the entered digits appears. Select a number from the list and click Dial. Click the contact in the Contacts pane, and then click Call. Select a contact in the Search Contacts pane and click Dial. 28

29 Incoming Call Details If the Call Notification feature is enabled, a Call Notification pop-up window appears on top of the system tray when you receive an inbound call. Figure 21 Call Notification (non-acd Call) For calls to your direct number or extension, the following information is displayed: Calling party name Calling party number Figure 22 Call Notification (ACD Call) For calls from a Call Center, the following information is displayed: Calling party name Calling party number Call Center name or DNIS name, followed by the time the call has been waiting in queue (wait time) Number of calls in queue (queued calls) NOTE 1: You must have only one tab open in the browser running Call Center to receive call notifications. NOTE 2: If calls come within eight seconds of each other, the Call Notification pop-up window only appears for the first call of that series. 29

30 Answer a Call You can answer calls manually or have your phone automatically answer incoming calls. Note: The Answer button is disabled when using Remote Office. Click -OR- to answer a ringing call. Click anywhere on the text in the Call Notification pop-up. -OR- Click in the Call Notification pop-up. This button is only active when Microsoft Outlook is running. End a Call Click to end an active call. Drag-and-Drop Call onto Contact You can drag a call from the Call Console and drop it on a target contact in one of your directories. This provides you with a quick way to perform operations on calls that involve a contact. As the call is dragged, a green icon appears. When the call is dropped onto the contact, no action is taken on the call. The target contact expands and you can select the action button for the operation you want to perform. Figure 23 Drag and Drop a Call onto Contact 30

31 Transfer Calls There are a few ways you can transfer calls: blind transfer, transfer with consultation, and transfer to queue. Blind Transfer Use this method to transfer a call to another number without providing an introduction to the destination party. Calls can be transferred while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered. To blind transfer a call to an ad hoc number: 1. Select the call to transfer in the Call Console. 2. Enter the destination number in the Dialer, and then click. The call is transferred and removed from the Call Console. To blind transfer a call to a contact: 1. Select the call to transfer in the Call Console. 2. Expand the directory in the Contacts pane from which you want to select a contact. 3. Click the destination contact and click. The call is transferred and removed from the Call Console. Transfer with Consultation Use this method to transfer a call with an introduction to the destination party. Calls can be transferred this way while active, held, or ringing (in) on your phone. In the latter case, the system redirects the call before it is answered. To transfer a call with consultation: 1. Place a call to the person to whom you want to transfer the call. If the first call was active, it is put on hold. 2. Wait until the called party accepts your call and speaks to the party. 3. When ready to transfer, select one of the two calls in the Call Console. 4. Hover your mouse over the call that is not selected and click. The calls are connected and removed from the Call Console. 31

32 Make Outbound Calls You can make calls to an ad hoc number or to a contact from any of your directories. You can also specify the calling line identity to use for your outbound calls. Set Outgoing Calling Line Identity (CLID) You can specify whether your direct number or a DNIS number assigned to one of your call centers should be used as your calling line identity when you make calls. This allows you to conduct outbound calling operations with an appropriate calling line identity presented to the called party. Figure 24 Set Outbound CLID in the Dialer Click in the Dialer and select the number from the drop-down list. The number you select is displayed as your CLID when you make the next call. Dial an Ad Hoc Number You use the Dialer to place a call to an ad hoc number. Figure 25 Dialer Enter the phone number in the Dialer and click. The client issues a click-to-dial attempt to the specified phone number and the call appears in the Call Console. 32

33 Redial a Number The Call Center keeps up to 10 most recently dialed numbers, which you can redial using the Dialer. 1. Place your cursor in the text box in the Dialer and start entering a number. A list of recently called numbers that start with the entered digits appears. Figure 26 Recently Dialed Numbers in the Dialer 2. Select the number to dial and click. The client issues a click-to-dial attempt to the selected number. -OR- Click and select the number from the list that appears. Figure 27 Redial a Number in the Dialer 33

34 Dial a Contact You can use any directory in the Contacts pane to dial a contact. 1. Expand the directory from which you want to dial a contact in the Contacts pane. Figure 28 Expanded Contact in Contacts Pane 2. Click the target contact to expand it and click. -OR- Click -OR- to dial the contact s extension. Click to dial the contact s mobile number. The client issues a click-to-dial attempt to the specified phone number and the call appears in the Call Console. Dial from Search You use the search function in the Contacts pane to search for contacts in your directories. For more information, refer to Search Contacts. 1. Perform a search. 2. Click the target contact to expand it, and then click. Hold/Resume Calls You can only put an active call on hold. Note: The Hold/Resume buttons are disabled when using the Remote Office service. 1. To place a call on hold, click for the target call. 2. To resume a held call, click for the target call. 34

35 Escalate Calls You can escalate calls to the first available supervisor or to a specific supervisor. You can also make an emergency call, which quickly conferences an available supervisor into your call without placing the remote party on hold. Make an Emergency Call Use this method to escalate a call to a supervisor in an emergency situation. When you make an emergency call, the caller is not placed on hold; instead, a supervisor is immediately conferenced in to the call. You can let the call center select the supervisor, or you can select the supervisor yourself. Note: To make emergency calls, you must have the Three-Way Call or N-Way Call service assigned. Make an emergency call to an available supervisor: Figure 29 Emergency Call 1. Click in the Supervisors pane while on a call. The call is placed to the first available supervisor. When the supervisor answers the emergency call, a Three-Way call or an N-Way call is started without putting the caller on hold. Figure 30 Emergency Conference with Supervisor 2. Click To transfer the call to the supervisor after the conference is established. Make an emergency call to a specific supervisor: 1. Expand the Supervisors pane while on a call. 2. Select the target supervisor and click. Make sure the supervisor you selected is available. -OR- Drag the call onto the target supervisor and click. The call is placed to the selected supervisor. When the supervisor answers the emergency call, a Three-Way call or an N-Way call is started without putting the caller on hold. 3. Click To transfer the call to the supervisor after the conference is established. 35

36 Blind Escalate a Call You can escalate a call to a supervisor without consulting them. Escalate to the first available supervisor or select a specific supervisor. 1. Click in the Supervisors pane to let the system select a supervisor. -OR- Select an available supervisor and click. Your original call is placed on hold and a call to the supervisor is initiated. 2. Without waiting for the supervisor to answer, select the original call in the Call Console. 3. Hover your mouse over the call to the supervisor and click. Escalate with Consultation You can escalate a call to a supervisor and provide an introduction beforehand. Escalate to the first available supervisor or select a specific supervisor. 1. Click in the Supervisors pane to let the system select a supervisor. -OR- Select an available supervisor and click. 2. Wait until the supervisor accepts your call and you speak to them. 3. When you are ready to transfer the call, select the original call in the Call Console. 4. Hover your mouse over the call to the supervisor and click. Escalate with Conference or Handover Escalate a call to a supervisor through a conference call. You can then leave the call. 1. Click in the Supervisors pane to let the system select a supervisor. -OR- Select an available supervisor and click. 2. When the supervisor accepts your call, speak about the issue. 3. Select the original call in the Call Console. 4. Hover your mouse over the call to the supervisor and click. A conference call is established and the calls appear in the My Conference Calls pane. 5. Click in the My Conference Calls pane to hand the call over to the supervisor. 36

37 Escalate with Mid-Conference Hold You can escalate a call to a supervisor through a conference call and provide an opportunity for the caller to speak to the supervisor. 1. Click in the Supervisors pane to let the system select a supervisor. -OR- Select an available supervisor and click. 2. When the supervisor accepts your call, speak about the issue. 3. Select the original call in the Call Console. 4. Hover your mouse over the call to the supervisor and click. A conference call is established and the calls appear in the My Conference Calls pane. 5. Click in the My Conference Calls panel. This puts both calls on hold but allows the caller and the supervisor to continue their conversation. 6. Select a call in the My Conference Calls pane and click to drop a specific party from the conference. 7. Click in the My Conference Calls pane to leave a call. 37

38 Manage Conference Calls You can manage conferences in the Call Console. You can only have one active conference at a time. Use the current calls area to establish a conference and add participants to it. Use the My Conference Calls pane to manage or end an active conference call. Figure 31 My Conference Calls Note: To start conference calls, you must have the Three-Way Call or N-Way Call service assigned. Start a Three-Way Conference You must have at least two current calls to start a conference call. The calls can be received or made by you. If required, make calls using any of the methods described in Make Outbound Calls. 1. Select a call in the Call Console. Figure 32 Select an Active Call 2. Hover your mouse over a call that is not selected and click. A three-way conference is established and the connected calls appear in the My Conference Calls pane. Figure 33 My Conference Calls 38

39 Add a Participant to a Conference You must have the N-Way Calling service assigned to add participants to a conference. 1. If the call you want to add to the conference is not yet established, place a call. 2. Hover your mouse over the call in the Call Console, and then click. The call is added to the conference. Hold a Conference Click in the My Conference Calls pane. This allows other conference participants to continue their conversation. Resume Conference Click in the My Conference Calls pane. All the calls in the conference become active. Hold Participant 1. Expand the My Conference Calls pane. 2. Hover your mouse over the target call, and then click. Take Participant off Hold 1. Expand the My Conference Calls pane. 2. Hover your mouse over the target call and click. Leave Conference Click in the My Conference Calls pane. The other parties continue their conversation. Note: This function is only available for Three-Way conferences. End Participant 1. Expand the My Conference Calls pane. 2. Hover your mouse over the call and click. End Conference Click in the My Conference Calls pane. This releases all the calls that participated in the conference. 39

40 Monitor Supervisors You can monitor the phone state of selected supervisors (up to 50). This is useful when you are escalating a call and want to find a supervisor who is available to take a call quickly. Use the Supervisors pane to view the phone state of selected supervisors and to select supervisors to monitor. Supervisors who are not monitored have their state set to Unknown. Figure 34 Supervisors Select Supervisors to Monitor The list of selected supervisors is saved when signing out as part of your workspace and is restored on subsequent logins. 1. Click in the Supervisors pane. The Supervisor Favorites pop-up appears. Figure 35 Supervisor Favorites 2. Check the box next to each supervisor to monitor. 3. Click Save. 40

41 Supervisor Phone States The following table lists the possible states for a supervisor s phone line: Phone State Icon Description Idle Busy Ringing Supervisor s phone is on-hook - not on a call. Supervisor s phone is off-hook - on a call. Supervisor s phone is in alerting state; a call is currently being delivered to the supervisor. Do Not Disturb Supervisor has enabled Do Not Disturb. Private Supervisor has enabled phone state privacy. Note: This terminates monitoring of the supervisor s phone state for the current login session. To be able to monitor their phone state again, you must sign out and then sign back in after the supervisor has disabled their phone state privacy. Unknown Supervisor is not currently monitored. 41

42 Reporting You can generate reports on your call center activity, which enables you to know your statistical performance as a call center agent. You can run historical and scheduled reports. You can access scheduled reports from the Template dropdown list. 1. Click Reporting in the top right corner of the main Call Center screen. The Report screen opens in another browser window. Figure 36 Reporting 2. Select a report template from the drop-down list. The Report Input screen appears with the input parameters for the selected report. For example, start and end date/time, output format, etc. 42

43 Figure 37 Report Input 3. Enter the parameters for your report. 4. Click Run Report. Report results display in the Report Output section at the bottom of the screen. Figure 38 Agent Activity Detail Report 43

44 Settings You can configure various options for a call center. Click Settings in the top right corner of the main Call Center screen. The Settings screen appears. The Settings link changes to Back to Application. Note: Do not use your browser s Back button to return to the main screen. General Tab This tab is not applicable. Application Tab Figure 39 Settings Application Tab Configure Call Center Memberships and Agent Policies. Call Center Memberships - This setting is only active if your administrator has assigned you to be both a Supervisor and an Agent. You can select the call center queues you want to join as an Agent. Agent Policies - This setting is only active if your administrator has assigned you to be both a Supervisor and an Agent. You can specify your Post Sign-In ACD State, Post Call ACD State, Wrap-Up Timer, and Outbound Caller ID (CLID): o Barge-In & Monitor This setting only applies if you have Directed Call Pickup with Barge-in and/or Call Center Monitoring services assigned. Set Barging In when you want agents to hear a warning tone when you barge in on their call. Set Monitoring when you want agents to hear a warning tone when you start silently monitoring their call. 44

45 Services Tab You can configure Do Not Disturb and Call Forwarding Always if they were assigned to you by your administrator. Figure 40 Settings - Services Tab Select the feature to access Service Settings and activate/deactivate the feature and enable or disable a ring splash. 45

46 Plug-ins Tab Configure notifications and enable or disable Microsoft Outlook. Figure 41 Settings - Plug-ins Tab Notification controls how notifications are displayed. o Focus window for incoming calls restores the call center window on incoming calls if it is minimized. Note: This does not work in Mozilla Firefox. In Internet Explorer, you must have only one tab open in the web browser running Call Center. o Show notifications for calls causes a pop-up on top of other applications when you receive an incoming call. Note: This does not work if other tabs are open in the same web browser window as Call Center. In addition, if calls come within eight seconds of each other, the popup appears only for the first call of that series. Microsoft Outlook - controls Outlook integration with the call center. They are only visible if Outlook integration is enabled in Call Center. You can configure the following options: o Enable/Disable Outlook Integration - determines whether the call center integrates with Outlook to provide you with access to your Outlook contacts. If Outlook integration is disabled, the corresponding desktop plug-in software components are not downloaded. o Retrieve contacts from - specify where to find your Outlook contacts. o Use Outlook contacts as preferred CLID lookup - When checked, the call center uses Outlook to try to identify a caller when the caller ID is unknown. 46

47 Report Tab You can configure values to be used as default input parameters for generating reports. System defaults are used if you do not provide any values. You can change these values as needed when generating reports. Figure 42 Settings - Report Tab Default Thresholds - configure the thresholds that are used by default when you generate reports that require you to provide thresholds. This is useful if you often use the same threshold values. You can always change a default value when generating a report, if needed. o Call Completion - counts the number of ACD calls an agent has completed within a service level during the specified interval. It can be set to seconds. o Short Duration Call - counts the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to seconds. o Service Level defines in seconds how long it takes to answer calls. A call is said to be within a service level if it is answered within the provided time threshold and the percent (%) in service level is calculated as the number of calls answered within the provided threshold value divided by the number of answered calls. o Abandoned Call - counts the number of calls abandoned within a specified time threshold. Up to four thresholds can be specified, resulting in up to four different counts. Threshold: 1 through 7200 seconds. 47

48 Date Format/Time Format - you can configure day and time formats used in reports, as well as the day of the week you want to start reports. Default Start Day of Week - applies to interval-based reports when the selected sampling period is weekly. It can be set to any day of the week. Default Service Level Calculations - the following settings allow you to configure default settings used to make service-level calculations. o Include Overflow Time Transferred Calls - includes calls transferred due to time overflow in service-level calculations. o Include All Other Transfers - includes calls transferred for other reasons that overflow in service-level calculations. o Exclude Abandoned Calls - excludes all abandoned calls from service-level calculations. o Include all Abandoned Calls - includes all abandoned calls in service-level calculations. o Include all abandoned calls except before entrance completes - includes calls abandoned after the entrance message has finished playing in service-level calculations. o Include Abandoned Calls except in Defined Interval - includes calls abandoned after the time specified by the interval for abandoned calls parameter in service-level calculations. o Defined Interval for Abandoned Calls - of you checked Include Abandoned Calls except in Defined Interval, enter the interval in seconds: seconds. About Tab View the version, the call center profile used, and disclaimer. 48

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