Contact Center Express Desktop

Transcription

1 User's Guide Contact Center Express Desktop Release 4.0 Printed on 13 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 Contents Chapter 1 Preface 9 Knowledge Base...10 Chapter 2 Introduction 11 What is Contact Center Express Desktop?...12 Licensing...16 Licensing Error Messages...16 Error Logging...17 Shortcut Keys...18 Chapter 3 System Requirements 19 Supported Languages...20 Installation Requirements...21 Desktop...22 Server...22 Interaction Data Service...22 Database Server...22 Developers...22 Installation 23 Install Application...23 Chapter 4 Administration 24 Configuration Overview...25 Configuration Contact Center Express Desktop...28 Media Director...28 Connection...28 Remoting Channel...29 Presence...30 Session Notes...31 Telephony...32 Station...32 Primary Telephony Link...32 Secondary Telephony Link...33 Poll Agent Status...33 Poll Station Status...33 Other...33 User...34 General Tab...34 Reason Codes...35 Miscellaneous Tab...36 Voice...37 Toolbar Position...37 General Options...38 Smart Dial...38

5 Contents v IDS View Client...39 Directory...40 Enhanced Dial...41 Quick Dial...43 Custom Buttons HTML Editor...48 Language...49 Wallboard...49 General Tab...50 Agent Tab...51 VDN Tab...53 Queue Tab...55 Alert Tab...59 iclarity...61 Toolbar Position...62 iclarity Wizards...62 Record...63 Play...63 Microsoft Dynamics CRM...64 Main Tab...64 Identification Tab...65 ASContact Tab...66 Microsoft Dynamics CRM Tab...67 Synchronization Tab...68 Configuration File...70 [General]...71 [Error Logging]...71 [License Director]...72 [Window Layout]...72 [Plug In Assembly List]...72 [iclarity]...74 [Spell Checker]...74 [Directory]...75 [Work Item History]...75 [Preview Contact]...76 [ ]...76 [Work Item Notes]...77 [Voice]...77 [CallInfo.A]...78 [CallInfo.B]...78 [CallInfo.C]...79 [CallInfo.D]...79 [Work Item Alert]...79 [Telephony]...80 [User]...80 [Media Controller]...81 [Simple Messaging]...81 [External Application Container]...82 [External Application 1]...82 [External Application 2]...83 [AutoText]...83 [Printing]...84 [External Application Execute]...84 [Session Notes]...84 [Presence]...85 [Close Suspend Work Item]...85 [IDS View Client]...85 [Rules]...85

6 Contents vi [Desktop Utility]...86 [Wallboard]...86 [GN8120 Headset]...86 [Customized Forms]...86 [Work Item Creation]...86 [ASTimeInAUXDisplay]...86 [ASDialEnhancement]...87 [ASQuickDial]...87 [Contact Management]...87 [Save Close Document Window]...88 [Python Breakout]...88 [ASCustomRulesButtons]...88 [Microsoft Dynamics CRM Plug-in]...88.Net Remoting Connection...89 Customize the Language...90 Set Up Work Codes...93 Create Rules...94 Rules Overview...94 Create Rule...95 When (creating a trigger)...96 Conditions (creating a filter)...96 Action...96 Then...97 Create Templates...99 Install Template Plug-in...99 Configure Template Plug-in...99 Create Template Customize Template Window Integrate Microsoft Dynamics CRM Integrate IronPython Script Sample Script Chapter 5 Operation 110 Contact Center Express Desktop Interface Windows Resize Window Dock Tool Window Hide Tool Window Display Tool Window as Tabbed Document Navigate Around Screen Create Vertical Work Item Groups Create Horizontal Work Item Groups View Error Log Display Application Help...123

7 Contents vii Chapter 6 Telephony 124 Make Call Make Call While On Another Call Make Call from Microsoft Dynamics CRM End Call Answer Call Answer Call While on Another Call Hold Call Send DTMF Tones Transfer Call Conference Call Drop Me From Call Drop Another Party Send All Calls Forward Calls Access Voic Log into Skills Using iclarity Manage Calls with iclarity Change iclarity Settings Chapter 7 Directory 152 What is the Directory? Changing contact information via the Directory ASContact Database Intuitive contact grouping Navigate Table Groups Display Entire Directory Searching Overview Search for Name Search for Phone Number Add Contact Formatting of Contacts...165

8 Contents viii Edit Contact Delete Contact Open/Edit Microsoft Dynamics CRM Accounts & Contacts Chapter 8 Session Notes 171 What are Session Notes? Use Session Notes Chapter 9 History 175 What is the History tab? View Your Work History View Customer's Conversation History Chapter 10 Presence 182 What is Presence? Using Presence Wallboard 186 What is Wallboard? Chapter 11 Multimedia 188 Process Work Items Process Preview Contact Work Items Process MSN Messenger Work Items Customer Process AOL-ICQ Instant Messenger Work Items Customer Process Short Message Service Work Items Customer Process Web Chat Work Items Customer Process Microsoft Dynamics CRM Activities Index 233

9 9 C HAPTER 1 Preface This following few pages provides information that will help you use this document. In This Chapter Knowledge Base...10

10 Preface 10 Knowledge Base For information on any errors and updates relating to this document, visit the Avaya Contact Center Express Knowledge Base (

11 11 C HAPTER 2 Introduction In This Chapter What is Contact Center Express Desktop?...12 Licensing...16 Error Logging...17 Shortcut Keys...18

12 Introduction 12 What is Contact Center Express Desktop? Contact Center Express Desktop is Contact Center Express's flagship desktop application for presenting multimedia work items to agents. Contact Center Express Desktop uses plug-in architecture to give agents everything they need in one screen. Without leaving their screen agents can: receive and reply to work items from customers who make contact via: telephone web chat MSN Messenger AOL or ICQ Instant Messenger simple message service (SMS)

13 Introduction 13 record specific, work item-related notes as well as general, session-related notes work quickly and efficiently by inserting auto text, spell checking their work and printing work items view the conversation history of the customer they are dealing with search a directory for a phone number or address view real-time statistical information on their personal work performance monitor the telephone activity of other call center agents or staff they work closely with. Contact Center Express Desktop also distributes internally held customer records to agents, prompting them to initiate contact with customers by phone. It also gives agents access to external applications within the Contact Center Express Desktop interface (such as Internet Explorer) so they don't have to minimize their work screen. Contact Center Express Desktop can also be configured to launch external applications in a separate screen. The application can be different depending on the work item type and task required.

14 Introduction 14 Contact Center Express's multimedia technology means , mobile SMS texting and web-based customer inquiries are blended with inbound telephone calls. Customers enjoy the same benefits of priority queuing and distribution to agents with relevant skills and knowledge. This work item was received from a customer using MSN Messenger: This work item was received from a customer using

15 Introduction 15 Contact Center Express Desktop also offers a complete range of telephony functions, meaning the user can use their screen and mouse to: make a call answer a call end a call hold a call divert calls send DTMF tones transfer a call conference a call with up to six members drop yourself or another party from a conference call forward all incoming calls to voic or another extension What's more, if your company chooses to integrate Avaya iclarity with Contact Center Express Desktop, agents can complete their telephony tasks using voice over IP functionality. When an agent makes or receives a call, iclarity enables them to speak to and hear the other party via a headset connected to their PC or the PC's microphone and speakers. Microsoft Dynamics CRM Integration Integrating Microsoft Dynamics CRM with Contact Center Express Desktop allows agents to: conveniently view and use Microsoft Dynamics CRM within the Contact Center Express Desktop screen. dial from any Microsoft Dynamics CRM web page that displays one or more phone numbers. receive Microsoft Dynamics CRM activities as part of their daily work flow search and dial any Microsoft Dynamics CRM account or contact from the Directory. Multimedia Suite Contact Center Express Desktop interacts with Media Director, Media Proxy and the following media stores and media gateways: Media Store Preview Contact Media Store Simple Messaging Media Store Web Chat Gateway MSN Messenger Gateway AOL-ICQ Instant Messenger Gateway Short Message Service Gateway For detailed information on how work items are generated and delivered to agents, refer to the Media Director User Guide.pdf.

16 Introduction 16 Licensing To use Contact Center Express Desktop's full range of functionality (voice and multimedia), you need to buy one CCE Multimedia license key with enough run-time licenses to cover the number of agents using Contact Center Express Desktop and one CCE Voice license key with the same number of runtime licenses. To just use Contact Center Express Desktop's voice capability, you only need to buy one CCE Voice license key with enough run-time licenses to cover the number of agents using Contact Center Express Desktop. If you want to integrate Avaya iclarity with Contact Center Express Desktop, you also need to buy a CCE IClarity license key with enough run-time licenses to cover the number of agents using Contact Center Express Desktop with iclarity. If you want to integrate Microsoft Dynamics CRM Plug-in with Contact Center Express Desktop, you also need to buy a CCE MS-CRM license key (this license key covers unlimited users). 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 Contact Center Express Desktop, 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 Contact Center Express Desktop interacts with License Director, refer to the License Director User Guide.

17 Introduction 17 Error Logging Contact Center Express Desktop 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, MonASGUIHost.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.

18 Introduction 18 Shortcut Keys Contact Center Express Desktop offers the following shortcut key combinations: Shortcut Ctrl+P Alt+S Alt+R Ctrl+G F1 F7 Ctrl+Home Ctrl+Page Down Ctrl+Page Up Ctrl+Delete Ctrl+End Ctrl+Shift+ Q Ctrl+Q Alt+Q Alt+Shift+ Q Ctrl+Shift+ A Ctrl+A Alt+A Alt+Shift+A Ctrl+F8 Ctrl+F9 F8 F9 F10 F11 F12 Action Print Send Reply to View error log Display on-line Help Check spelling Dial phone number Hold call Unhold call Drop me from call Release call Initiate blind transfer Initiate consult transfer Complete transfer Abort transfer Initiate blind conference Initiate consult conference Complete conference Abort conference Log into iclarity Log off iclarity Log into skills Log out of skills Change to Auxiliary mode Change to After Call Work mode Change to Available mode

19 19 C HAPTER 3 System Requirements In This Chapter Supported Languages...20 Installation Requirements...21

20 System Requirements 20 Supported Languages Contact Center Express Desktop is available in the following languages: English Chinese (Simplified) Chinese (Traditional) French German Italian Japanese Korean Portuguese (Brazilian) Russian Spanish (Castilian) Spanish (Colombian) All language versions run with the following Windows operating systems in their own language: XP Professional in XP or Classic styles SP Professional SP4 In addition, West European single-byte character set languages (Italian, Spanish, Portuguese, German and French) run with the above Windows operating systems in English. Double-byte character set languages (Japanese, Korean, Russian, Traditional and Simplified Chinese) also 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 (on page 90).

21 System Requirements 21 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

22 System Requirements 22 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.

23 Installation 23 Installation Microsoft Dynamics CRM Plug-in is automatically installed as part of the Contact Center Express Desktop installation. To learn how to install Contact Center Express Desktop, refer to the Contact Center Express Installation Guide. Install Application For full instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. In addition to the standard installation steps, this document explains: how you can use command line parameters during installation to dictate where configuration information is retrieved. how you can change the configuration source from the local.inc file to the Configuration Server if an application has already been installed. how to automatically (silently) install an application following a set of pre-defined selection options. Contact Center Express Installation Guide.pdf is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Contact Center Express website (

24 24 C HAPTER 4 Administration In This Chapter Configuration Overview...25 Configuration Contact Center Express Desktop...28 Configuration File...70 Set Up Work Codes...93 Create Rules...94 Create Templates...99 Integrate Microsoft Dynamics CRM Integrate IronPython Script...106

25 Administration 25 Configuration Overview Contact Center Express Desktop loads plug-ins (which provide the application with its wide-range of functionality) based on the settings in Contact Center Express Desktop's configuration. Contact Center Express Desktop can be configured via a local ini file or the Configuration Server. History Plug-in iclarity Plug-in User Plug-in Voice Plug-in Session Notes Plug-in Spell Check Plug-in Presence Plug-in AutoText Plug-in Telephony Plug-in Directory Plug-in Plug-in Printing Plug-in Simple Messaging Plug-in Call Information Plug-in Preview Contact Plug-in Rules Plug-in Contact Center Express Desktop Close Suspend Work Item Plug-in Work Item Notes Plug-in GN8120 Headset Plug-in Work Item Alert Plug-in Customized Forms Plug-in Wallboard Plug-in Enhanced Dial Plug-in Python Breakout Plug-in Quick Dial Plug-in Time In AUX Display Plug-in Custom Buttons Plug-in MS CRM Gui Plug-in Contact Management Plug-in External Application Container Plug-in External Application Execute Plug-in Save Close Document Window Plug-in The plug-ins and the functionality they give Contact Center Express Desktop are as follows: AutoText. This plug-in presents two buttons to the user: An AutoText button that allows the user to insert pre-defined text into their current work item to save typing time. A Work Codes button that allows a user to assign a work code to a work item. Text for both buttons is categorized by topic and presented via a drop-down list.

26 Administration 26 Call Information. This plug-in allows the agent to view four plug-ins in a four-item grid. Close Suspend Work Item. This plug-in allows the user to suspend a work item so it is presented to another agent at a later date. It also allows the user to close the work item and record the outcome of its success. Contact Management. This plug-in allows the agent to add, change and delete a contact's information via Contact Center Express Desktop's directory. It also allows an administrator to customize some of the field names in a contact's record. Custom Buttons. This plug-in allows an administrator to create buttons on the user interface that the agent can click to perform certain actions. It works in conjunction with Rules Plug-in. After a custom button is clicked, the event associated with that button is fired, triggering any rule set up for it within the Rules Window. Customized Forms. This plug-in allows an administrator to add one or more additional work forms to multimedia work items. These work forms, which are accessed via additional tabs on the side of a work item, are created via Contact Center Express Control Panel. Directory. This plug-in allows the agent to search a database for a contact based on first name, last name, full name or phone number. Once found, they can dial the contact or transfer / conference an active call. . This plug-in allows the agent to receive work items. Template. This plug-in allows the agent to insert text and attachments belonging to an template into the body of any replied to or forwarded work item. Enhanced Dial. This plug-in allows an administrator to include user-to-user information, which follows a customized format, with a new outbound call, transferred call or conferenced call. External Application Container. This plug-in allows the agent to view and use a completely different application within the Contact Center Express Desktop interface. External Application Execute. This plug-in allows you to transfer information from an incoming work item to another application. It copies information from the incoming work item and stores it in an XML file which is then sourced by the external application. The application launches independently of the Contact Center Express Desktop interface. GN8120 Headset. If agents are using iclarity Plug-in with Contact Center Express Desktop, this plug-in allows them to use the GN8120 headset. History. This plug-in allows the agent to view or change information in old work items as well as view a customer's conversation history. iclarity. This plug-in gives Contact Center Express Desktop voice over IP functionality. When an agent makes or receives a call, iclarity enables them to speak to and hear the other party via a headset connected to their PC or the PC's microphone and speakers. Microsoft Dynamics CRM Plug-in. This plug-in allows the agent to view and edit Microsoft CRM contacts and accounts when incoming work items are received. It also allows an administrator to create rules that automatically perform actions on Microsoft CRM call events.

27 Administration 27 Presence. This plug-in allows the agent to monitor the telephone activity of other call center agents or staff they work closely with. Preview Contact. This plug-in allows the agent to receive preview contact work items. Printing. This plug-in allows you to print all the information associated with a work item. It displays as a single button. Python Breakout. This plug-in allows a developer to invoke IronPython scripts when Contact Center Express Desktop events are triggered. Quick Dial. This plug-in allows the agent to create buttons on the user interface that can be quickly clicked when they want to call someone they talk to regularly. It saves them from typing in the number or searching the directory. Rules. This plug-in allows you to create rules that will automatically perform actions on call events that meet certain criteria. For example, you can configure a rule to deflect calls from a specific phone number to voic . Save Close Document Window. This plug-in allows the agent to save new and edited data back to the ASContact Database, the telephone directory used by Contact Center Express Desktop. Session Notes. This plug-in allows the agent to record notes to help with their day-to-day work, ie. notes that don't specifically relate to a work-item. Simple Messaging. This plug-in allows the agent to receive simple messaging work items. Spell Checker. This plug-in allows the agent to check the spelling accuracy of their work item text. It displays as a single button. Telephony. This plug-in connects the agent to the Avaya Communication Manager. Time In AUX Display. This plug-in adds a time counter to Contact Center Express Desktop's status bar that displays how long the agent spends in any of the three work modes: Auxiliary, Available and After Call Work. User. This plug-in allows the agent to log in and out of skills, change agent mode, select reason codes, access voic and forward calls to another agent. It displays as an interface toolbar. Voice. This plug-in allows the agent to make, answer, transfer, conference and end calls. It displays as an interface toolbar. Wallboard. This plug-in displays real-time and statistical information on agents, VDNs, queues and splits/skills. Work Item Notes. This plug-in allows the agent to record work item-related notes. Several notes can be stored for one work item and they are displayed chronologically at the top of the window. Work Item Alert. This plug-in alerts the agent with a pop-up window when a new work item arrives.

28 Administration 28 Configuration Contact Center Express Desktop The Options dialog box allows you to configure Contact Center Express Desktop via the application interface. To configure any parameters outside those displayed, you need to open ASGUIHost.ini and specify your settings there. To display the Options dialog box, select Tools > Options from the Contact Center Express Desktop menu bar. Media Director To configure Media Director: 1 Click the Media Director tab. Connection 2 Type the IP address of the Media Director in the Media Director IP text box. 3 Type the IP port number of the Media Director in the Media Director port text box. The default port is:

29 Administration 29 4 Type the IP address of the Media Proxy in the Media Proxy IP text box. The default address is: localhost. 5 Type the IP port number of the Media Proxy in the Media Proxy port text box. The default port is: To enable multimedia functionality within this application, tick the check box beside Enable connection to Media Director. If you leave this box unticked, the application can function as a telephony application only. 7 To make the application connect to Media Director when the agent logs into the switch, tick the check box beside Connect to Media Director when agent logs in. To make the application automatically connect to Media Director as soon as it starts up, remove the tick. Remoting Channel 8 Type the channel of communication used by Media Director in Channel Type text box. The default is gtcp.

30 Administration 30 Presence The Presence tab allows you to specify which agents you want to monitor so you can be aware of their activity. You can monitor an agent's activity by listing their Station DN or their Agent ID. If the IDS View Client tab is configured, Contact Center Express Desktop automatically displays a list of stations monitored by Interaction Data Server - View as well as any agents currently logged into the switch Interaction Data Server - View is monitoring. Configuring Presence: 1 Click the Presence tab. 2 Select a Group name you wish to monitor - these would need to have been set already up via AS Contact Database. 3 Set Display Mode to Normal - Supervisor enables the viewing of a wide range of statistical data that is not relevant to everyday Agent usage. 4 Then set your Station DN and Agent ID. 5 General allows you to set the number of tabbed groups and group members that you can monitor. You will see that these populated by default figures. As a visual aid, you may wish to alternate the line colour of monitored agents in the display window.

31 Administration 31 6 Choose a Time Display Style. 7 Finally, to write plug-in error information to error log files, tick the check box beside Enable error logging. Session Notes To change aspects of the Session Notes configuration: 1 Click the Session Notes tab. 2 If you want to change the file path to where session notes.rtf files are saved and retrieved, click the Browse button beside File location and select a new destination. When the file path is blank, the default location is used. This is the current logged-on user s My Documents folder. 3 To enable the automatic saving of your session notes at regular intervals: a) Tick the check box beside Enable automatic saving. b) Select how often, in minutes, you want Contact Center Express Desktop to automatically save the contents of your session notes to.rtf file. 4 To write application error information to error log files, tick the check box beside Enable error logging.

32 Administration 32 Telephony To change aspects of the telephony configuration: 1 Click the Telephony tab. Station 2 Type the phone number the application will be associated with in the Station DN text box. 3 To write plug-in error information to error log files, tick the check box beside Enable error logging. Primary Telephony Link 4 Type the IP address of the primary XML Server in the XML Server IP text box. 5 Type the IP port number of the primary XML Server in the XML Server port text box. By connecting to this port, clients get a list of currently configured XML interfaces (IP address/port number combinations) they can connect to for service. The naming service default port is Click beside the Link drop-down list and then select the name of the primary link this application will use to connect to the Avaya Telephony Server and switch.

33 Administration 33 Secondary Telephony Link 7 Type the IP address of the secondary XML Server in the XML Server IP text box. 8 Type the IP port number of the secondary XML Server in the XML Server port text box. 9 Click beside the Link drop-down list and then select the name of the secondary link this application will use to connect to the Avaya Telephony Server and switch. Poll Agent Status 10 To enable polling of the user's agent mode status, tick the check box beside Poll Agent status. 11 From the Polling interval text box, type or select how often, in seconds, the application polls for agent mode status. To reduce the network traffic, increase this number. Poll Station Status 12 To enable polling of the Send All Calls feature, tick the check box beside Poll Send All Calls status. 13 To enable polling of the Call Forward feature, tick the check box beside Poll Call Forward status. 14 To enable polling of the Message Waiting feature, tick the check box beside Poll Message Waiting status. 15 From the Polling interval text box, type or select how often, in seconds, the application polls for station feature status. To reduce the network traffic, increase this number. Other 16 To send application error information to the debug window, tick the check box beside Enable trace. 17 From the Reconnect interval text box, type or select the length of time, in seconds, the plug-in will wait before trying to reconnect to the XML Server after it fails the first time. The default is 15.

34 Administration 34 User General Tab 1 To control the position of the toolbar on the application interface, click the radio button beside one of the three options: Top first (first toolbar from the top) Top second (second toolbar from the top) Bottom (toolbar at the bottom of the screen) 2 To write plug-in error information to error log files, tick the check box beside Enable error logging. 3 To allow the user to change their agent login via the User toolbar, tick the check box beside Use advanced login style. 4 Type the agent's login ID as set up in the switch in the Agent ID text box. 5 Type the password associated with the agent ID in the Agent password text box. 6 From the Available mode drop-down list, select how an agent becomes available to receive another call after ending a call:

35 Administration 35 Auto-In (the agent is automatically placed in Available mode after ending a call) Manual-In (the agent is automatically placed in After Call Work mode after ending a call and needs to manually make themselves Available). 7 From the Login mode drop-down list, select what work mode the agent is automatically placed in when they log in: Auxiliary (makes the agent unavailable to receive calls so they can do a non-call-related activity like taking a break or going to lunch) After Call Work (makes the agent unavailable to receive calls so they can perform a callrelated activity like filling out a form) Available (makes the agent available to receive calls). 8 In the Voic DN text box, type the phone number all incoming calls will be automatically diverted to when the agent enables the Send All Calls button on the User toolbar. This DN takes the caller to the agent's voic . Reason Codes 9 From the Mode drop-down list, select if reason codes are enabled and if so, what agent behaviour triggers their use: Disable reason codes Use reason codes when changing to Auxiliary mode Use reason codes when logging out Use reason codes when changing to Auxiliary mode and logging out 10 If you enabled reason codes: a) Click the Add button. b) Type a unique identifier for the code in the Reason code ID text box. c) Type a reason why an agent might change to Auxiliary mode or log out in the Reason code description text box. d) Click OK. e) Add as many reason codes as required.

36 Administration 36 Miscellaneous Tab 1 To display the ACW (After Call Work) button on the user interface, tick the check box beside Display ACW button. If you do not display the ACW button, After Call Work functionality will not be available to the user. 2 To display the AUX (Auxiliary) button on the user interface, tick the check box beside Display AUX button. If you do not display the AUX button, Auxiliary functionality will not be available to the user. 3 To prevent the user from using the ACW button more than once after a call (and thereby extending the length of time they can spend in After Call Work mode), tick the check box beside Disable ACW button when in After Call Work mode. 4 To prevent the user from changing the reason code they selected when moving into Auxiliary mode, tick the check box beside Disable AUX button when in Auxiliary mode. 5 To let the user select between Auto-In and Manual-In when they change to Available mode, tick the check box beside Allow user-selected work mode. If this check box is unticked, the application automatically uses the default work mode set in the General tab.

37 Administration 37 6 To force the user to select a reason code when changing to Auxiliary mode, tick the check box beside Force reason code selection when changing to Auxiliary mode. If this check box is unticked, the user can either select a reason code from the drop-down list OR click the AUX button and use the default reason code specified in the application's configuration file (see Default AUX Reason Code parameter). 7 To force the user to select a reason code from a drop-down list when logging out, tick the check box beside Force reason code selection when logging out. If this check box is unticked, the user can either select a reason code from the drop-down list OR click the Logout button and use the default reason code specified in the application's configuration file (see Default Logout Reason Code parameter). Voice To change aspects of the voice configuration: 1 Click the Voice tab. Toolbar Position 2 To control the position of the toolbar on the application interface, click the radio button beside one of the three options: Top first (first toolbar from the top)

38 Administration 38 Top second (second toolbar from the top) Bottom (toolbar at the bottom of the screen) General Options 3 To write plug-in error information to error log files, tick the check box beside Enable error logging. 4 To make phone calls active as soon as you click the voice work item tab, tick the check box beside Make call active when work item tab clicked. If a call is alerting, this will answer the call; if a call is on hold, this will unhold the call. If unticked, the user will need to click the work item tab and then click the answer or unhold buttons on the toolbar. 5 To automatically place your current call on hold if you dial another call, tick the check box beside Automatically hold active call on dial. 6 To lock the layout of your voice work item tabs so their size and position can't change, tick the check box beside Lock window layout. 7 To make phone calls answered from your physical phone (or by any other means outside this application) immediately active within Contact Center Express Desktop, tick the check box beside Bring forward work item if call answered by other means. 8 To drop phantom calls from your physical phone when you close Contact Center Express Desktop, tick the check box beside Drop phantom call(s) when application closes. Smart Dial 9 To enable Smart Dial functionality, tick the check box beside Enable Smart Dial. 10 To force Smart Dial to use the local area code specified in the phone number, even if Smart Dial recognizes that the code is the same as a local area code specified in the Local area codes text box, tick the check box beside Dial local area code. 11 To force Smart Dial to use the outside line access code for all external phone calls (this overrides any contradictory behavior that might be set in the switch), tick the check box beside Dial outside line access code. 12 Type the code required to make an international call in the International access code text box. 13 Type the code required to make a national call in the Long distance access code text box. 14 Type the code required to dial an outside line in the Outside line access code text box. 15 Type the minimum number of digits needed to make an outside call (one number more than the number of digits that make up your internal extension numbers) in the Minimum length for outside call text box. 16 In the Local exchange codes that require long distance access code text box, type any local exchange codes you want Smart Dial to automatically precede with the long distance access code. You can specify a single exchange code or several. Exchange codes in a list are separated by a comma and space. For example, 23, 27, Type your local country code in the Local country code text box. 18 Type your local area code (or local area codes if applicable) in the Local area codes text box. A list of area codes are separated by a comma and space. For example, 9, 3, 4

39 Administration 39 IDS View Client To change aspects of the Interaction Data Server - View Client configuration: 1 Click the IDS View Client tab. 2 Type the IP address that will be used for multicasting between applications. When an application starts, it will join this multicast address and receive packet information from Interaction Data Server - View. The default is Type the port number that will be used for multicasting between applications. The default is Type the URL for connecting to Interaction Data Server - View. The URL must use the following format: gtcp://localhost:29076/interactiondataserviceview.rem 5 To enable IDS View Client to receive data from the Interaction Data Server - View by multicasting, tick Receive by multicast. 6 To send application error information to the debug window, tick Enable trace. 7 To write plug-in error information to error log files, tick Enable error logging.

40 Administration 40 Directory To change aspects of the Directory configuration: 1 Click the Directory tab. 2 Type the name of the server on which the database is located. 3 Type the name of the database. This is automatically named ActiveContact when the database script is run. 4 Type the user name required to gain access to the database. This is automatically named ActiveInteractionData when the database script is run. 5 Type the password associated with the above user name. When creating new databases, the default is: CCEUser0 before encryption. For encryption information, see the Contact Center Express Installation Guide.pdf. 6 Click the Get Column Display IDs button and select the ID of the column display list (selection of column headings set in the ASContact Database) the application's directory will use to display contact information.

41 Administration 41 7 To force your application to display directory contents based on the last set of search criteria used by the agent, tick the check box beside Enable initial default search. If the Search Criteria field was empty during the last search, the entire directory automatically displays when the application starts. 8 To force the application to use the same search criteria during every startup, type that specific text in the Default search criteria text box. Enhanced Dial Enhanced Dial allows you to include user-to-user information, which follows your own customized format, with a new outbound call, transferred call or conferenced call. To configure Enhanced Dial settings: 1 Click the Enhanced Dial tab.

42 Administration 42 2 To specify what call-related data is included in the user-to-user information, click. The following dialog box appears: 3 Click the drop-down arrow and select a data type. 4 Repeat that process until you have as many data types as you need. 5 If you want the user-to-user information to override any UUI that may already be associated with the call, remove the tick from the check box. 6 Click the OK button.

43 Administration 43 Quick Dial Quick Dial allows you to create buttons on the user interface that can be quickly clicked when you want to call someone you talk to regularly. This saves you from typing in the number or searching the directory. Note: Clicking a quick dial button, immediately inserts the person's phone number in the Dial text box. To initiate the call, the user must click or press the Enter key. To create quick dial buttons: 1 Click the Quick Dial tab. 2 To control the position of the buttons on the application interface, click the radio button beside one of the following options: Top first (first toolbar from the top) Top second (second toolbar from the top) Bottom (toolbar at the bottom of the screen) Left (toolbar at the left of the screen)

44 Administration 44 Right (toolbar at the right of the screen) 3 Type the phone number and name of the contact in the text boxes. If you are using Smart Dial functionality (see Voice tab (see "Voice" on page 37)): Leave out all PSTN, STD and IDD access codes. (PSTN is the code required to dial an outside line, STD is the code required to make a national call, and IDD is the code required to make an international call.) Use a single space, hyphen or parentheses to separate area codes from the local number. For example: , , (3) or (3) Prefix all country codes with +. For example: , , +64 (3) or +64(3) If you are not using Smart Dial functionality, type the phone numbers exactly as you would dial them, including PSTN, IDD, STD access codes, as well as country and area codes. For example: , or To specify what call-related data is included as user-to-user information when this number is called, click. The following dialog box appears: 5 Click the drop-down arrow and select a data type. 6 Repeat that process until you have as many data types as you need. 7 Click the Add button. 8 Repeat the process until you've added as many buttons as you want and click OK.

45 Administration 45 Custom Buttons Custom Buttons allows you to create buttons on the user interface that can be clicked to perform certain actions. The Custom Buttons Plug-in works in conjunction with the Rules Plug-in. After a custom button is clicked by the user, the event associated with that button is fired, triggering any rule set up for it within the Rules Window. To create custom buttons: 1 Click the Custom Buttons tab. 2 To control the position of the custom button toolbar on the application interface, click the radio button beside one of the three options: Top first (first toolbar from the top) Top second (second toolbar from the top) Bottom (toolbar at the bottom of the screen) 3 Type a name for the event that will be fired when the button is clicked by the user. This event will trigger any rules configured for it within the Rules Window.

46 Administration 46 Note: The event will appear in the When drop-down list box using the format CustomButton.event_name: 4 Type the text you want to appear on the button in the Button text text box. 5 To replace the icon that appears by default on your customized button with an icon of your own choice, type the name of the icon in the Icon name text box. Note: The icon must be copied into Contact Center Express Desktop's source directory. 6 Click the Add button. 7 Repeat the process until you've added as many buttons as you want and click OK. 8 To create a rule and associate it with a customized button, refer to the steps outlined in the Rules Window (see "Create Rules" on page 94) section of this user guide.

47 Administration 47 To configure options Choose where you'd like to fix the Toolbar Position. The Error Log setting allows you to write plug-in specific error information to the application's error log files. Always open attachments simply prevents the appearance of the dialog box that asks the agent if they want to save the attachment before opening it. The Enable external application setting that either enables or disables the launching of an external application when work items are received.

48 Administration 48 HTML Editor To configure HTML Editor options Enable error logging allows you to write plug-in specific error information to the application's error log files. You can set where toolbar buttons are displayed and select from a host of editor buttons that you'd like displayed for ease of use.

49 Administration 49 Language To change the default language setting for Contact Center Express desktop. Wallboard The Wallboard plug-in relies on a connection to IDS View Client to source statistical information, therefore for this plug-in to work, you must also configure the IDS View Client Client tab.

50 Administration 50 General Tab There are 5 tabbed options that let you access and configure Wallboard The General tab gives you various options that allow you to mainly configure the look of Wallboard You can use the options to: Determine what direction Wallboard scrolls text, or if it remains still, Adjust the speed of the scrolling text Select a display text size Select the display text and background colour Select a time display style Choose options for error logging Connect to IDS View must be selected here to enable Wallboard to function

51 Administration 51 Agent Tab The Agent tab allows you to configure the information that will display for a particular agent. If the IDS View Client section of the application's configuration file is configured, it automatically displays a list of agents currently logged into the switch that Interaction Data Server - View is monitoring.

52 Administration 52 From the Agent list, tick the check boxes beside those agents you want to display in Wallboard. Note: If an agent is not in the list and you want their details to display in Wallboard as soon as they log in, type their ID, click the Add button and tick their check box. To specify what information displays for each agent, select an agent in the list and tick the check boxes beside the information types. Definitions: Agent ID. The ID code of the agent. Agent name. The agent's name. Station DN. The agent's station number. Split / skill. The skill or split groups the agent is logged into. Agent state. The state the agent is in. The state can be Auto in, Manual in, Logged out, AUX or ACW. Note: If the agent is on the phone, Wallboard displays the state as 'On call'. Agent work mode. The agent's current work mode. The mode can be Auto in, Manual in, Logged out, AUX or ACW. Agent talk state. The agent's current talk state. The state can be 'Idle' or 'On call'. Reason code. The last reason code the agent used. Pending work mode. The agent's pending work mode. Calls per hour. The total number of calls made to this agent during the current statistical interval. Average talk time. The average length of time (during the current statistical interval) the agent has spent on a call. Average AUX time. The average length of time (during the current statistical interval) the agent has spent in Auxiliary mode. Average Available time. The average length of time (during the current statistical interval) the agent has spent in Available mode (in seconds). Average ACW time. The average length of time (during the current statistical interval) the agent has spent in After Call Work mode. Shift average AUX time. The average length of time (during this shift) this agent has spent in Auxiliary mode. Shift average Available time. The average length of time (during this shift) this agent has spent in Available mode. Shift average ACW time. The average length of time (during this shift) this agent has spent in After Call Work mode. Shift average talk time. The average length of time (during this shift) this agent has spent on a call. Shift total calls. The total number of calls taken by this agent during this shift. To change the display text that will preface each piece of information, right-click the line and select Edit from the pop-up menu. To change the order in which the information displays, select a line and click the up and down arrows. To display this agent on startup, even if the agent is logged out, tick the Display always check box.

53 Administration 53 VDN Tab The VDN tab allows you to configure the information that will display for a particular VDN. It automatically displays a list of VDNs currently being monitored by Interaction Data Server - View.

54 Administration 54 From the VDN list, tick the check boxes beside those VDNs you want to display in Wallboard. To specify what information displays for each VDN, select a VDN in the list and tick the check boxes beside the information types. Definitions: VDN number. The extension number of the VDN. VDN name. The name of the VDN. Calls waiting. The number of calls currently waiting to be answered for the specified VDN. Longest call. The length of time the first call in the queue has been waiting. Average talk time. The average length of time (during the current statistical interval) agents are talking to callers to this VDN. Average wait time. The average length of time (during the current statistical interval) callers to this VDN are waiting before their call is answered. Abandoned calls. The number of calls to this VDN that have been abandoned during the current statistical interval. Average abandon time. The average length of time (during the current statistical interval) callers to this VDN are waiting before abandoning their calls. Shift abandoned calls. The number of calls to the VDN (during this shift) that have been abandoned. Shift average abandon time. The average length of time (during this shift) callers to this VDN are waiting before abandoning their calls. Shift average talk time. The average length of time (during this shift) agents logged into the VDN are talking to callers. Shift average wait time. The average length of time (during this shift) callers to this VDN are waiting before their call is answered. Shift service level. The percentage of calls to this VDN answered within the service level time specified in the Interaction Data Server - Voice and Presence. Shift total calls. The number of calls made to the VDN during this shift. To change the display text that will preface each piece of information, right-click the line and select Edit from the pop-up menu. To change the order in which the information displays, select a line and click the up and down arrows. To display this agent on startup, even if the agent is logged out, tick the Display always check box.

55 Administration 55 Queue Tab The Queue tab allows you to configure the information that will display for a particular split/skill or multimedia queue. It automatically displays a list of splits/skills/queues currently being monitored by Interaction Data Server - Voice and Presence.

56 Administration 56 To display a split/skill/queue currently being monitored by Interaction Data Server - Multimedia in the Queue list, type the ID in the Queue text box and click Add. From the Queue list, tick the check boxes beside those splits/skills/queues you want to display in Wallboard. To specify what information displays for each split/skill/queue, select an item in the list and tick the check boxes beside the information types. Note: If a line is grayed out, it does not apply to that split/skill/queue. Definitions: Queue ID. Queue: The unique identifier of a multimedia queue. Split/skill: The extension number of a skill or split. Queue name. Queue: This parameter will be empty for multimedia queues. Split/skill: The name of the split or skill. Agents staffed. Queue: This parameter will be empty for multimedia queues. Split/skill: The total number of agents (available and unavailable) logged into the skill or split. Agents available. Queue: This parameter will be empty for multimedia queues. Split/skill: The number of agents logged into the skill or split that are available to take calls (ie. they are in Available mode). Interactions waiting. Queue: The total number of interactions (work items) waiting to be processed by this queue. This value does not include work items in progress or suspended. Split/skill: This parameter will be empty for splits and skills. Oldest interaction. Queue: The length of time the oldest work item has been waiting for service. This will not include work items that have been delivered to agents and then subsequently suspended for future processing. Split/skill: This parameter will be empty for splits and skills. Total interactions in progress. Queue: The total number of work items that have been delivered to agents for processing. This number includes work items yet to be accepted by the agent. Split/skill: This parameter will be empty for splits and skills.

57 Administration 57 Total interactions arrived this shift. Queue: The total number of new work items received by this queue during this shift. Split/skill: This parameter will be empty for splits and skills. Total interactions arrived this interval. Queue: The total number of new work items received by this queue during the current statistical interval. Split/skill: The total number of calls made to this split/skill during the current statistical interval. Total interactions arrived this hour. Queue: The total number of new work items received by this queue in the current hour. Note: The current hour starts on the hour (eg. 9am) and ends at the current time (eg. 9.37am). Strictly speaking, the statistic is generated for the current 'part' hour. Split/skill: This parameter will be empty for splits and skills. Total interactions arrived last hour. Queue: The total number of new work items received by this queue in the previous hour. Note: This is not the current hour (see Total interactions arrived this hour) but the hour previous to that. For example, if the current hour is 9am to 9.37am, the previous hour is 8am to 9am. Split/skill: This parameter will be empty for splits and skills. Total interactions suspended. Queue: The total number of work items that are currently suspended for this queue. Split/skill: This parameter will be empty for splits and skills. Total interactions suspended this interval. Queue: The total number of work items (during the current statistical interval) that have been suspended for this queue. Split/skill: This parameter will be empty for splits and skills. Average wait time. Queue: The average length of time (during the current statistical interval) work items to this queue are waiting before being answered. This time does not include the length of time a work item is suspended. Split/skill: The average length of time (during the current statistical interval) callers to this skill or split are waiting before their call is answered. Average handle time. Queue: The average length of time (during the current statistical interval) work items to this queue are active at an agent desktop (before being closed). Work items that are not closed are not counted in this calculation. Split/skill: The average length of a call to this split/skill during the current statistical interval. Total abandoned interactions.

58 Administration 58 Queue: The number of work items to this queue (during the current statistical interval) that have been abandoned before being delivered to an agent for processing. This figure is only valid for sessionbased media stores (eg, web chat, MSN etc). Split/skill: The number of abandoned calls to this skill or split during the current statistical interval. Average abandon time. Queue: The average length of time (during the current statistical interval) work items to this queue are waiting before they are being abandoned. This figure is only valid for session-based media stores (eg, web chat, MSN etc). Split/skill: The average length of time (during the current statistical interval) callers to this skill or split are waiting before abandoning their calls. Shift abandoned calls. Queue: This parameter will be empty for multimedia queues. Split/skill: The number of calls to the skill or split (during this shift) that have been abandoned. Shift average abandoned time. Queue: This parameter will be empty for multimedia queues. Split/skill: The average length of time (during this shift) callers to this skill or split are waiting before abandoning their calls. Shift average talk time. Queue: This parameter will be empty for multimedia queues. Split/skill: The average length of time (during this shift) agents logged into the skill or split are talking to callers. Shift average wait time. Queue: This parameter will be empty for multimedia queues. Split/skill: The average length of time (during this shift) callers to this split/skill are waiting before their call is answered. Shift service level. Queue: This parameter will be empty for multimedia queues. Split/skill: The percentage of calls to this split or skill that are answered within the service level time specified in the Interaction Data Server - Voice and Presence. Shift total calls. Queue: This parameter will be empty for multimedia queues. Split/skill: The number of calls made to the skill or split during a given shift. To change the display text that will preface each piece of information, right-click the line and select Edit from the pop-up menu. To change the order in which the information displays, select a line and click the up and down arrows.

59 Administration 59 To display this agent on startup, even if the agent is logged out, tick the Display always check box. Alert Tab The Alerts tab allows you to specifically set up Wallboard notifications that will prompt you whenever a set numerical threshold level is reached as relates to any of the numerical data variables under the Agent, VDN or Queue tabs.

60 Administration 60 First define the Alert name you would like. The Level figure you input sets the numerical threshold at which the alert is activated - so in this case we are setting up the alert to let us know when there are 10 incoming calls. The Weight option sets the relative importance of the alert you've set up versus any other alerts you may have set up. In the example above, 'Calls Waiting' has the highest weighting, with the one we are about to set up taking second priority and 'Calls Abandoned' currently set to the lowest relative importance. The last three options allow you to set the colour display and scroll options so that you can quickly determine what alert has been set off. To activate an alert, simply navigate to the tab in question.

61 Administration 61 First select from the Agent, VDN or Queue list you want to monitor. Then from the options in the window below, select the numerical field you want to apply the alert to. Select Add Alert, choose the alert from the drop menu, then Apply the alert and click OK. Also note that any alert figure you apply to time related fields defines the threshold seconds only - if you want to set up 3 minutes, you would simply set the Level to 180. You will also notice that you cannot add an alert to non-numerical fields. iclarity Note: When you first open ASGUIHost.ini, iclarity Plug-in is disabled (commented out) in the Plug In Assembly List (;iclarity Section = iclarity). To enable iclarity Plug-in and to display the iclarity tab in the Options dialog box, remove the semi-colon. To configure iclarity Plug-in: 1 Click the iclarity tab.

62 Administration 62 Toolbar Position 2 To control the position of the toolbar on the application interface, click the radio button beside one of the three options: Top first (first toolbar from the top) Top second (second toolbar from the top) Bottom (toolbar at the bottom of the screen) iclarity Wizards This section contains the following buttons: Log in. Allows you to log into the server. Audio Options. Allows you to adjust the volume of your speakers/headset. Tuning Wizard. Allows you to configure your audio settings. Login Settings. Allows you to modify login information. Login Wizard. Allows you to configure iclarity to log into the server. Language. Allows you to select the language for iclarity. Enable Logging. Allows you to monitor event logs for iclarity. Contents. Displays iclarity online help. About. Displays the copyright and other information for iclarity. 3 To configure any aspect of the iclarity configuration: a) Click a button (eg. Audio Options).

63 Administration 63 b) Click the Help button. The Avaya iclarity Help window opens at the relevant page. c) Follow the instructions in the iclarity Help. d) Repeat the above process until all aspects of the iclarity configuration are complete. Record 4 Click and browse to a.wav file containing a greeting. If you tick the Overwrite check box and the name of specified file already exists, any new greeting you record will overwrite the existing file. If the check box is not ticked or the name of specified file is different, a new greeting file will be created. 5 Click Start Record and talk into your computer speaker to record the greeting. Click Stop Record when you have finished. Play 6 Click and browse to the greeting file you want the customer to hear. 7 To play the greeting as soon as the incoming call is answered, tick the check box beside Play greeting automatically. 8 To log the agent into the call server as soon as Contact Center Express Desktop starts, tick the check box beside Log in automatically when agent starts up. 9 To write plug-in error information to error log files, tick the check box beside Enable error logging.

64 Administration 64 Microsoft Dynamics CRM Note: When you first open ASGUIHost.ini, Microsoft Dynamics CRM Plug-in is disabled (commented out) in the Plug In Assembly List (;Microsoft Dynamics CRM Plug-in = Microsoft Dynamics CRM Plug-in). To enable Microsoft Dynamics CRM Plug-in and to display the Microsoft Dynamics CRM tab in the Options dialog box, remove the semi-colon. Main Tab This tab allows you to connect to your Microsoft Dynamics CRM environment.

65 Administration 65 Identification Tab This tab allows you specify which database Contact Center Express Desktop will search when a work item is received. If you select ASContact Database, you must transfer (synchronize) contact and account data from your Microsoft Dynamics CRM database into the ASContact Database. This tab also allows you to control what type of work items Contact Center Express Desktop will search in an attempt to match its details with an existing database record. Using Contact Center Express Desktop's directory to search for a Microsoft Dynamics CRM customer record (ie. searching the ASContact Database) offers many benefits over searching the Microsoft Dynamics CRM database directly. Firstly, the directory allows you to search by many data types, including name, phone number and address, whereas Microsoft Dynamics CRM only allows you to search by name. Secondly, searching a SQL database is much quicker than searching a web-based database. Thirdly, it is more convenient for the agent to use one directory mechanism.

66 Administration 66 ASContact Tab The ASContact tab allows you to define how Contact Center Express Desktop behaves if the details of an inbound work items match the details of a contact in the ASContact Database. If no match is found, you can opt for the application to do nothing or open a blank account record or contact record. If a single match is found, you can order the application to do nothing or display a screen pop for the match. If multiple matches around found, you also have the option to display a grid of matches, allowing the user to decide which record they want to display in full. Note: This tab is only enabled if you selected ASContact Database on the Identification tab.

67 Administration 67 Microsoft Dynamics CRM Tab The Microsoft Dynamics CRM tab allows you to select if you want Microsoft Dynamics CRM accounts, Microsoft Dynamics CRM contacts or both to be searched when inbound work items arrive. It allows you to select the particular fields you want to be searched, and to control how Contact Center Express Desktop behaves if a match is found. If no match is found, you can opt for the application to do nothing or open a blank account record or contact record. If a single match is found, you can order the application to do nothing or display a screen pop for the match. If multiple matches around found, you also have the option to display a grid of matches, allowing the user to decide which record they want to display in full. Note: This tab is only enabled if you selected Microsoft Dynamics CRM directly on the Identification tab.

68 Administration 68 Synchronization Tab This tab allows you to do an initial, one-off transfer (synchronization) of all the data in your Microsoft Dynamics CRM database into the ASContact Database, the contact directory used by Contact Center Express Desktop. Synchronization can take a while if you have a large number of customer records. For example, to synchronize 70,000 records can take up to 20 minutes. After this initial synchronization, any future changes to Microsoft Dynamics CRM accounts and records are automatically updated in real-time via the Microsoft Dynamics CRM Phonebook Synchronizer, which is installed on the Microsoft Dynamics CRM Server. Pre-requisite Set-up In order for the Microsoft Dynamics CRM Server to provide realtime updates of accounts and contacts to Contact Center Expresss ASContact Database, it requires customization. The customization involves the Microsoft Dynamics CRM Entity Callout model. 1 Copy all files from [DVD:\Utilities\Microsoft Dynamics CRM Server Customisations\Realtime Phonebook Synchronizer] to the [C:\Program Files\Microsoft Dynamics CRM\Server\bin\assembly] folder in your Microsoft Dynamics CRM server.

69 Administration 69 Note: The included callout.config.xml file instructs Microsoft Dynamics CRM to load the Phonebook synchronizer assembly whenever changes occur in Accounts and Contacts. If you are already using other customizations and would like to keep your original callout.config.xml, please amend your current callout.config.xml with additional entries found in the included callout.config.xml file. 2 Update the ASMSCRMPhonebookSynchronizer.ini. The ASContact Database Connection String needs to be set to your Contact Center Express Database.

70 Administration 70 Configuration File Some Contact Center Express Desktop parameters are not configurable via the interface's Options dialog box; they must be edited via the application's configuration file. If you choose to configure Contact Center Express Desktop via the Configuration Server, you also need to read the Configuration Server User Guide.pdf. 1 Click the Start button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Desktop > Contact Center Express Desktop > Edit ASGUIHost.ini from the pop-up menu. 2 Use the following definitions to define your configuration data. Note: Do not change section names or parameter names.

71 Administration 71 [General] Language. The language this application will appear in. Options are English, French, German, Italian, Spanish, Spanish Colombian, Portuguese, Russian, Korean, Japanese, Traditional Chinese, Simplified Chinese. 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 (on page 90). Server Instance ID. A unique identifier for the server application, which is created automatically when it runs for the first time. Minimize to System Tray. A value that allows you to minimize Contact Center Express Desktop to the system tray (as opposed to the taskbar) when the application is minimized. True=enabled, False=disabled. The system tray is the area on the right side of the taskbar on the Windows interface used to display the status of various functions, such as speaker volume and modem transmission. Window Title. The text that displays on the application title bar. Window Icon. The name and file path to the icon that displays on the application title bar. If left blank, Contact Center Express Desktop automatically uses its default icon located in the application's current working folder. Product ID. A number that identifies this application. Do not change the default value. Enable Options Menu. A setting that allows you to disable the user's access to the Options settings box via the Tools menu. True=enabled, False=disabled. [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.

72 Administration 72 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. [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 Connect License Director. If you are using the iclarity Plug-in, set this parameter to True. Otherwise, leave set to False. Enable Debug Trace. A setting that allows you to debug Contact Center Express Desktop using tools like DebugView. True=enabled, False=disabled. [Window Layout] 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. 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. 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. Maximized. If set to True, the size of the application interface starts in maximized mode. If set to False, it starts in normal mode. Layout File Folder. The file path to the XML file that stores data about the layout of the windows in your version of Contact Center Express Desktop. The size and positioning of each window (eg, whether it is docked in a fixed position, floating or displayed as a tabbed document) is recorded in a file named ASGUIHostLayout_username.xml. If this parameter is left blank, Contact Center Express Desktop will, by default, locate the file in the same folder as the application executable. [Plug In Assembly List]

73 Administration 73 This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. For example: Media Controller Section = Media Controller iclarity Section = iclarity Telephony Section = Telephony User Section = User Voice Section = Voice CallInfo.A Section = CallInfo.A CallInfo.B Section = CallInfo.B CallInfo.C Section = CallInfo.C CallInfo.D Section = CallInfo.D Simple Messaging Section = Simple Messaging Work Item Alert Section = Work Item Alert Work Item Notes Section = Work Item Notes External Application Container Section = External Application Container External Application Execute Section = External Application Execute AutoText Section = AutoText Section = Preview Contact Section = Preview Contact Directory Section = Directory Work Item History Section = Work Item History Spell Checker Section = Spell Checker Printing Section = Printing Session Notes Section = Session Notes Presence Section = Presence Close Suspend Work Item Section = Close Suspend Work Item IDS View Client Section = IDS View Client

74 Administration 74 Rules Section = Rules Desktop Utility Section = Desktop Utility Wallboard Section = Wallboard GN8120 Headset Section = GN8120 Headset Customized Forms Section = Customized Forms ASTimeInAUXDisplay = ASTimeInAUXDisplay ASDialEnhancement = ASDialEnhancement ASQuickDial = ASQuickDial Contact Management Section = Contact Management Save Close Document Window Section = Save Close Document Window ;Python Breakout Section = Python Breakout ASCustomRulesButtons = ASCustomRulesButtons ;Work Item Creation Section = Work Item Creation ;GN8120 HeadSet Plugin Section = GN8120 HeadSet ;Microsoft Dynamics CRM Plug-in Section = Microsoft Dynamics CRM Plug-in ;Nice Plugin Sectuib = Nice Plugin [iclarity] All iclarity parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "iclarity" on page 61). Note: When you first open ASGUIHost.ini, iclarity Plug-in is disabled (commented out) in the Plug In Assembly List (;iclarity Section = iclarity). To enable iclarity Plug-in, remove the semi-colon. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASGUIHIClarityPlugin.dll Login Automatically. A setting that automatically logs the agent into the call server when Contact Center Express Desktop starts. [Spell Checker] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSpellCheckerPlugin.dll

75 Administration 75 Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Dictionary File Name. The file path to the dictionary used by Contact Center Express Desktop. By default, the application sources the dictionary from the Dict folder within the application directory. Directories available are: de-de.dic (German), en-au.dic (Australian English), en-ca.dic (Canadian English), en-gb.dic (UK English), en-us.dic (US English), es-es.dic (Spanish Castilian), es-mx.dic (Spanish Colombian), fr-fr.dic (French), it-it.dic (Italian) and pt-br.dic (Portuguese Brazilian). Toolbar Position. The position of the toolbar on the application interface. There are three options: TopFirst (first toolbar from the top), TopSecond (second toolbar from the top) or Bottom (toolbar at the bottom of the screen). [Directory] All Directory parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "Directory" on page 152). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASDirectoryPlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Column Caption. The name of each column, in the order they appear, in the directory. The order is automatically saved in the configuration after it is adjusted within the application. Column Width. The width of each column in the directory. The widths are automatically saved in the configuration after they are adjusted within the application. Enable Smart Search. A setting that automatically enables the directory's Smart Search feature when Contact Center Express Desktop starts. True=enabled, False=disabled. Match Rating. This parameter controls the degree to which searched data must match the search criteria. The measure used is a minimum percentage. The default is 1. [Work Item History] Note: Work Item History plug-in relies on a connection to IDS View Client to source historical information. Therefore, for this plug-in to work, you must also configure the [IDS View Client] section of this file. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASWorkItemHistoryPlugin.dll Retrieve Conversation History. A setting that allows the agent to view the history of a conversation. True=enabled, False=disabled. Retrieve Interaction History. A setting that allows the agent to view the history of an interaction. True=enabled, False=disabled.

76 Administration 76 Retrieve History Days Old. A number that defines up to how many days old a work item can be when a search is done vis the Customer History tab. The default is 30 days. Allow Search Other Agents. A setting that allows the agent to search for and display a history of work items worked on by other agents. True=enabled, False=disabled. The default is False. Search Agent History Days Old. A number that defines up to how many days old a work item can be when a search is done via the Agent History tab. The default is 1 day. [Preview Contact] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASPreviewContactPlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Enable External Application. A setting that either enables or disables the launching of an external application when preview contact work items are received. True=enabled, False=disabled. External Application File Name. The name and file path of the external application you want to launch. If left blank, Contact Center Express Desktop uses the application defined by External Application File Name in the External Application Execute section of this ini file. XML File Name. The name of the XML data file External Application Execute Plug-in creates to supply work item-related information to the external application. If left blank, Contact Center Express Desktop uses the name defined by XML File Name in the External Application Execute section of this ini file. By default, the XML file is stored using the path defined by XML File Path in the same External Application Execute section. Top Panel Height. The height, in pixels, of the top panel in a preview contact work item. The top panel contains customer information, whereas the bottom panel contains campaign information. Allow Value Editing. If set to True, this parameter allows the user to change any data previously saved in the Additional Information panel of the preview contact work item. [ ] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: AS Plugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Always Open Attachments. If set to True, this setting prevents the appearance of the dialog box that asks the agent if they want to save an attachment before opening it. Enable External Application. A setting that either enables or disables the launching of an external application when work items are received. True=enabled, False=disabled.

77 Administration 77 External Application File Name. The name and file path of the external application you want to launch. If left blank, Contact Center Express Desktop uses the application defined by External Application File Name in the External Application Execute section of this ini file. XML File Name. The name of the XML data file External Application Execute Plug-in creates to supply work item-related information to the external application. If left blank, Contact Center Express Desktop uses the name defined by XML File Name in the External Application Execute section of this ini file. By default, the XML file is stored using the path defined by XML File Path in the same External Application Execute section. Toolbar Position. The position of the toolbar on the application interface. There are three options: TopFirst (first toolbar from the top), TopSecond (second toolbar from the top) or Bottom (toolbar at the bottom of the screen). Preferred Character Encoding. The character set work items attempt to use when a reply is sent to the customer. If the user-entered characters cannot be encoded in the specified encoding, the Media Store may override this setting. The default is: us-ascii. Reply Font Name. The name of the font name to be used in the reply field. If the font cannot be found, the default system font (typically Arial) will be used. The default value is: Times New Roman. Reply Font Size. The size of the font, in points, to be used in the reply field. The default value is: 12. Active Window on Work Item Accepted. A setting that automatically makes an work item active when the agent answers the call. True=enabled, False=disabled [Work Item Notes] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASWorkItemNotesPlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Enable Check As Type. If set to True, this setting activates the automatic checking of any text typed into the Work Item Notes window. [Voice] All Voice parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "Voice" on page 37). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASGUIHVoicePlugin.dll Top Left Width. The width, in pixels, of the top left voice work item. Top Left Height. The height, in pixels, of the top left voice work item. Top Right Width. The width, in pixels, of the top right voice work item.

78 Administration 78 Top Right Height. The height, in pixels, of the top right voice work item. Bottom Left Width. The width, in pixels, of the bottom left voice work item. Bottom Left Height. The height, in pixels, of the bottom left voice work item. Bottom Right Width. The width, in pixels, of the bottom right voice work item. Bottom Right Height. The height, in pixels, of the bottom right voice work item. Maximum Items In Dialed Numbers List. The maximum number of numbers that will display in the drop-down list of previously dialed phone numbers. Dialed Numbers List. The list of previously dialed phone numbers. For example: avaya Note: Contact Center Express Desktop retains the list for re-use after the application is closed. Use Inbound UUI On Conference. If set to True, this setting ensures any user-to-user information received with a call is forwarded with the call if it is conferenced. The default is False. Use Inbound UUI On Transfer. If set to True, this setting ensures any user-to-user information received with a call is forwarded with the call if it is transferred. The default is False. Enable External Application. A setting that either enables or disables the launching of an external application when voice work items are received. True=enabled, False=disabled. External Application File Name. The name and file path of the external application you want to launch. XML File Name. The name of the XML data file External Application Execute Plug-in creates to supply work item-related information to the external application. Clear Number On Dial. If set to True, this setting removes the phone number from the Dial text box after a call has been made. If set to False, the number remains in the text box for re-use. Close Voice Work Item Window On Call Dropped. If set to True, this setting closes the voice work item as soon as a call has ended. If set to False, the agent has to manually close the work item. Note: This parameter only works when Contact Center Express Desktop is integrated with Voice Media Store. [CallInfo.A] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the Contact Center Express Desktop application), also specify the file path. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Panel Position. A value that determines the position of this plug-in within the four-item grid. The default is 1, which positions the item in the top left of the grid. [CallInfo.B]

79 Administration 79 Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the Contact Center Express Desktop application), also specify the file path. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Panel Position. A value that determines the position of this plug-in within the four-item grid. The default is 2, which positions the item in the top right of the grid. [CallInfo.C] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the Contact Center Express Desktop application), also specify the file path. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Panel Position. A value that determines the position of this plug-in within the four-item grid. The default is 3, which positions the item in the bottom left of the grid. [CallInfo.D] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the Contact Center Express Desktop application), also specify the file path. Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Panel Position. A value that determines the position of this plug-in within the four-item grid. The default is 4, which positions the item in the bottom right of the grid. [Work Item Alert] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASWorkItemAlertPlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Display Seconds. The length of time, in seconds, the alert will display, informing the agent of an incoming work item. Display When Host Visible. A parameter that allows you to set the alert behaviour if Contact Center Express Desktop is visible on the agent's screen. True=If Contact Center Express Desktop is visible, the alert will display. False=If Contact Center Express Desktop is visible, the alert will not display.

80 Administration 80 Display When Host Invisible. A parameter that allows you to set the alert behaviour if Contact Center Express Desktop is not visible on the agent's screen. True=If Contact Center Express Desktop is not visible, the alert will display. False=If Contact Center Express Desktop is not visible, the alert will not display. 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. Enable Alert. A setting that allows you to add a sound to the visual alert. If set to True, the.wav file specified in the Alert File parameter is used. True=enabled, False=disabled. Alert File. The name of the plug-in file to be loaded: Notify.wav. If the plug-in is not located in the default file path (the same folder as the Contact Center Express Desktop application), also specify the file path. [Telephony] All Telephony parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "Telephony" on page 32). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASGUIHTelephonyPlugin.dll Fire Call Cleared Event For Transfer. If set to True, this setting fires the Call Cleared event to the Rules Plug-in when a call is transferred. This event can then be used to create customized rules. The default is False. Fire Call Cleared Event For Conference. If set to True, this setting fires the Call Cleared event to the Rules Plug-in when a call is conferenced. This event can then be used to create customized rules. The default is False. [User] All User parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "User" on page 34). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASGUIHUserPlugin.dll Default Logout Reason Code. The reason code that will be selected by default when the agent logs out. Default AUX Reason Code. The reason code that will be selected by default when the agent changes to Auxiliary mode. Agent ID History. A list of the login IDs used by agents using Contact Center Express Desktop on this machine. The list follows the following format:

81 Administration 81 [Media Controller] All Media Controller parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "Media Director" on page 28). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASMediaController.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Media Store List. This parameter allows Contact Center Express Desktop to connect directly to one or more media stores without connecting to Media Director and therefore without consuming a CCE Multimedia license. It allows the user to retrieve work items from the Work Item History database without a license. Media stores are separated in the list by semi-colons. The list must follow the format: Media Store List=MediaType1 ServerIntanceID1 RemotingURL1;MediaType2 ServerIntanceID2 RemotingURL2. For example: Media Store List=1 aaaa db-4a2a-a21baa7647cbf3f4 gtcp://test11:29097/ mediastore.rem [Simple Messaging] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSimpleMessagingPlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Active Window on Work Item Accepted. A setting that automatically makes a simple messaging work item active when the agent answers the call. True=enabled, False=disabled. Enable External Application. A setting that either enables or disables the launching of an external application when simple messaging work items are received. True=enabled, False=disabled. External Application File Name. The name and file path of the external application you want to launch. If left blank, Contact Center Express Desktop uses the application defined by External Application File Name in the External Application Execute section of this ini file. XML File Name. The name of the XML data file External Application Execute Plug-in creates to supply work item-related information to the external application. If left blank, Contact Center Express Desktop uses the name defined by XML File Name in the External Application Execute section of this ini file. By default, the XML file is stored using the path defined by XML File Path in the same External Application Execute section. Close Simple Message Window Interval Seconds. The length of time, in seconds, a simple messaging work item will stay open after a customer has ended the conversation from their simple message interface (eg. MSN Messenger). If set to '0', the work item will not close until the agent manually closes it.

82 Administration 82 Enable Check As Type. A setting that forces Contact Center Express Desktop to automatically check the spelling of words as you type them inside simple messaging work items. True=enabled, False=disabled. [External Application Container] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASExternalApplicationContainer.dll External Application Sections. A list of section names within this file that contain configuration settings to start external applications. Section names must be separated by commas. For example: External Application Sections=External Application 1,External Application 2 Incoming Call Default Application Section. This parameter allows you to specify which external application will open when there is an incoming call whose DistributingVDN parameter does not match any of the values specified via Incoming Call VDN List parameter(s). To specify the external application, state the name of the section containing its configuration settings. For example, Incoming Call Default Application Section=External Application 1 [External Application 1] External Application Name. The name of the external application you want to display within Contact Center Express Desktop. If you don't want to display an external application, leave this parameter blank. External Application Command Line. The command line Contact Center Express Desktop will use to start the external application. Title Text. The text that displays in the window's tab (if using a document window) or title bar (if using a tool window). Display Delay Interval Seconds. The length of time, in seconds, it will take from the time the external application starts to the time it displays within Contact Center Express Desktop. The delay gives your external application enough time to fully display before it changes its parent window to Contact Center Express Desktop. Allow To Close. A value that enables the user to close the external application. True=enabled, False=disabled. Display In Tool Window. A value that determines if Contact Center Express Desktop displays the external application within a tool window (flexible window that can move around the screen) or a document window (fixed window that cannot be moved). True=application appears in a tool window, False=application appears in a document window. Allow Tool Window To Dock Left. If the Display In Tool Window parameter is enabled, this value, if set to True, allows you to dock the external application at the left of the screen. Allow Tool Window To Dock Bottom. If the Display In Tool Window parameter is enabled, this value, if set to True, allows you to dock the external application at the bottom of the screen. Allow Tool Window To Dock Right. If the Display In Tool Window parameter is enabled, this value, if set to True, allows you to dock the external application at the right of the screen.

83 Administration 83 Allow Tool Window To Dock Top. If the Display In Tool Window parameter is enabled, this value, if set to True, allows you to dock the external application at the top of the screen. Launch Application When Host Started. If set to True, the external application will be launched in a window within Contact Center Express Desktop when it is started. Incoming Call VDN List. A comma-separated list of VDN extensions that will trigger this external application to start. If an agent receives an incoming call and the DistributingVDN parameter of the call delivered event matches one of the VDNs in the list, the window associated with this application will open. For example: Incoming Call VDN List=8542,8653. Icon File Full Path. The name and file path to the icon that displays on the application title bar. If left blank, Contact Center Express Desktop automatically uses a default icon located in the application's current working folder: ExternalApp.ICO Tool Window Key. If the external application is set to appear in a tool window (Display In Tool Window is True), this setting records the window's position when Contact Center Express Desktop closes and displays it in the same position when the application restarts. Focus Application When Window Selected. If the external application is set to appear in a document window (Display In Tool Window is False) and this parameter is set to True, the external application is brought into focus (ie. its toolbars and menus are immediately usable) when its window tab is clicked. If set to False, the user needs to manually click inside the application window to enable its functionality. The default is False. [External Application 2] Same configuration settings as [External Application 1]. [AutoText] The plug-in specified in this section (ASAutoTextPlugin.dll) controls the activation of both the AutoText and Work Codes functionality within Contact Center Express Desktop. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASAutoTextPlugin.dll AutoText Toolbar Position. The position of the toolbar on the application interface. There are three options: TopFirst (first toolbar from the top), TopSecond (second toolbar from the top) or Bottom (toolbar at the bottom of the screen). Work Codes Toolbar Position. The position of the toolbar on the application interface. There are three options: TopFirst (first toolbar from the top), TopSecond (second toolbar from the top) or Bottom (toolbar at the bottom of the screen). Voice Work Code File Name. The full path (including file name) to the.txt or.csv file AutoText Plug-in uses to generate work codes for voice work items. Enable Auto Text Preview. If set to True, the agent will be able to preview the values assigned to all auto text and work code keys.

84 Administration 84 Auto Text Preview Delay Seconds. If auto text previewing is enabled, this parameter controls how long, in seconds, the agent must hover their mouse over the key before the value assigned to it can be viewed. The minimum length of time you can specify is 2 seconds. [Printing] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASPrintingPlugin.dll Toolbar Position. The position of the toolbar on the application interface. There are three options: TopFirst (first toolbar from the top), TopSecond (second toolbar from the top) or Bottom (toolbar at the bottom of the screen). [External Application Execute] This plug-in allows you to transfer information from an incoming work item to another application. It copies information from the incoming work item and stores it in an XML file which is then sourced by the external application. The application launches independently of the Contact Center Express Desktop interface. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASExternalApplicationExecutePlugin.dll Enable Error Logging. A setting that allows you to write plug-in specific error information to the application's error log files. True=enabled, False=disabled. Enable External Application. A setting that either enables or disables the launching of an external application when work items are received. True=enabled, False=disabled. External Application File Name. The name and file path of the external application you want to launch. The default is: Notepad.exe. Note: If a different external application is configured to launch for a specific work item type (see External Application File Name within the Simple Messaging, and Preview Contact sections of this ini file), the application you specify here is ignored for that work item type. XML File Name. The name of the XML data file External Application Execute Plug-in creates to supply work item-related information to the external application. Note: If a different XML file name is configured for a specific work item type (see XML File Name within the Simple Messaging, and Preview Contact sections of this ini file), the name you specify here is ignored for that work item type. XML File Path. The full path to where the XML file is stored by the External Application Execute Plug-in and sourced by the external application. The default is: C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Desktop\WorkItemXML Delete XML Files On Exit. A setting that forces the External Application Execute Plug-in to delete the XML file when Contact Center Express Desktop closes. True=enabled, False=disabled. [Session Notes]

85 Administration 85 All Session Notes parameters are configured via Contact Center Express Desktop's Options dialog box (see "Session Notes" on page 31). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSessionNotesPlugin.dll [Presence] All Presence parameters are configured via Contact Center Express Desktop's Options dialog box (see "Presence" on page 30). Note: Presence plug-in relies on a connection to IDS View Client to source information on station activity. Therefore, for this plug-in to work, you must also configure the [IDS View Client] section of this file. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASPresencePlugin.dll [Close Suspend Work Item] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASWorkItemCloseSuspendPlugin.dll Toolbar Position. The position of the toolbar on the application interface. There are three options: TopFirst (first toolbar from the top), TopSecond (second toolbar from the top) or Bottom (toolbar at the bottom of the screen). [IDS View Client] All IDS View Client parameters, except the following, are configured via Contact Center Express Desktop's Options dialog box (see "IDS View Client" on page 39). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASGUIHIDSViewClientPlugin.dll Server Instance ID. A unique identifier for the server application, which is created automatically when it runs for the first time. [Rules] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASRulesPlugin.dll Rules Engine File Name. The file path to the Rules Engine. By default, it searches for the control in the working folder of the Contact Center Express Desktop application. \ASGRules.dll

86 Administration 86 Show Rules Option On Tools Menu. When set to False, the Rules interface option is not available via the Tools menu. [Desktop Utility] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASDesktopUtilityPlugin.dll [Wallboard] All Wallboard parameters are configured via Contact Center Express Desktop's Options dialog box (see "Wallboard" on page 49). Note: Wallboard plug-in relies on a connection to IDS View Client to source statistical information. Therefore, for this plug-in to work, you must also configure the [IDS View Client] section of this file. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASWallboardPlugin.dll [GN8120 Headset] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASGN8120HeadSetPlugin.dll [Customized Forms] This plug-in allows you to add one or more additional work forms to multimedia work items. These work forms, which are accessed via additional tabs on the side of a work item, are created via Contact Center Express Control Panel. For more information, see Contact Center Express Control Panel User Guide.pdf. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASCustomizedFormsPlugin.dll [Work Item Creation] These plug-in parameters are reserved for future use. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASWorkItemCreation.dll New Work Item Toolbar Position. Reserved for future use. [ASTimeInAUXDisplay]

87 Administration 87 This plug-in adds a time counter to Contact Center Express Desktop's status bar that displays how long the agent spends in any of the three work modes: Auxiliary, Available and After Call Work. When the agent changes mode, the counter resets. Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASTimeInAUXDisplay.dll [ASDialEnhancement] All Enhanced Dial parameters are configured via Contact Center Express Desktop's Options dialog box (see "Enhanced Dial" on page 41). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASDialEnhancement.dll [ASQuickDial] All Quick Dial parameters are configured via Contact Center Express Desktop's Options dialog box (see "Quick Dial" on page 43). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASQuickDial.dll [Contact Management] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASContactManagementPlugin.dll User Defined Fields Group Text. The text you want to appear as the heading for your customized section of contact fields. User Defined Field Selector Visible 1. If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display. User Defined Field Selector Visible 2. If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display. User Defined Field Selector Visible 3. If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display. User Defined Field Selector Visible 4.If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display. User Defined Field Selector Visible 5. If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display. User Defined Field Selector Visible 6. If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display.

88 Administration 88 User Defined Field Selector Visible 7. If set to True, the agent will be able to use a drop-down list to assign this field another field name. If set to False, the drop-down option does not display. User Defined Field Text 1. The name you want to give your first customized contact field. User Defined Field Text 2. The name you want to give your second customized contact field. User Defined Field Text 3. The name you want to give your third customized contact field. User Defined Field Text 4. The name you want to give your fourth customized contact field. User Defined Field Text 5. The name you want to give your fifth customized contact field. User Defined Field Text 6. The name you want to give your sixth customized contact field. User Defined Field Text 7. The name you want to give your seventh customized contact field. [Save Close Document Window] Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASSaveClosePlugin.dll [Python Breakout] All Python Breakout parameters, except the following, are configured via Contact Center Express Desktop's interface (see "Integrate IronPython Script" on page 106). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASPythonBreakoutPlugin.dll Python Library Path. The path to Python library routines. If you selected a non-default path to install Python, replace this parameter's default value, c:\python24\lib, with the path to the library files of your Python installation. Show IronPython Option On Tools Menu. A setting that determines whether or not Python Breakout integration is part of the Contact Center Express Desktop Tools menu. [ASCustomRulesButtons] All Custom Buttons parameters are configured via Contact Center Express Desktop's Options dialog box (see "Custom Buttons" on page 45). Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASCustomRulesButtons.dll [Microsoft Dynamics CRM Plug-in] All Microsoft Dynamics CRM Plug-in parameters are configured via Contact Center Express Desktop's Options dialog box (see "Microsoft Dynamics CRM" on page 64).

89 Administration 89 Assembly File Name. The name of the plug-in file to be loaded. If the plug-in is not located in the default file path (the same folder as the host application), also specify the file path. For this plug-in, use: ASMSCRMGuiPlugin.dll.Net Remoting Connection All Contact Center Express Desktop applications and services that use.net remoting, automatically use a configuration file, in this case ASGUIHost.exe.config, to control their remoting connection. The file, which should not be changed, specifies the gtcp channel and default port number.

90 Administration 90 Customize the Language The text file the custom language control uses by default is StringDataDoc.txt, a sample file containing Contact Center Express strings in English. 1 Locate the text file you want to adapt to create your customized language. Note: The text files are currently located in the same directory as the Contact Center Express Desktop executable, usually C:\Program Files\Avaya\Contact Center Express\Desktop\Contact Center Express Desktop. StringDataDoc.txt (English) StringDataDocCh.txt (Chinese: Simplified) StringDataDocFr.txt (French) StringDataDocGm.txt (German) StringDataDocIta.txt (Italian) StringDataDocJp.txt (Japanese) StringDataDocKr.txt (Korean) StringDataDocPort.txt (Portuguese: Brazilian) StringDataDocRu.txt (Russian) StringDataDocSp.txt (Spanish: Castilian) StringDataDocSpCol.txt (Spanish: Colombian) StringDataDocTradCh.txt (Chinese: Traditional) 2 If you want to adapt English language strings, go to step 4. 3 If you want to adapt strings for one of the other languages: a) Rename StringDataDoc.txt to something else, for example, StringDataDocEng.txt. b) Rename the file you want to adapt to StringDataDoc.txt and save it back to where you found it.

91 Administration 91 4 Open the StringDataDoc.txt file. If we ignore the comments, which are the lines beginning with semicolons, a typical text file looks like this: The order of the items is always language, locale, fonts and strings. The format is always [unbroken block of words on the left] [space or tab] [block of words on the right]. The words on the left must be a keyword, either LANGUAGE, LOCALE or FONT, or a number, for example, The words on the right - the string - can include anything. The end of the string is signaled when you press the Enter key and start a new line. The blocks must be separated by a space or tab. 5 Change the language name. Note: The name can be anything. If you are creating an entirely new language, for example Dutch, name your language 'Dutch'. If you are altering an existing language to suit a dialect, for example a Japanese dialect, you could leave the name as 'Japanese' or give it a new name. 6 If appropriate, change the locale to suit your new language. Note: You can use Hex values if you prefer; for example, 0x0409 can be used instead of If you change the locale, your machine should have the appropriate operating system and character sets for that language to work. 7 If appropriate, change the fonts. Here is an example: Lucida Sans Unicode, 7, FW_NORMAL, SHIFTJIS_CHARSET, FALSE, FALSE, FALSE Lucida Sans Unicode is the font s name.

92 Administration 92 FW_NORMAL refers to the weight of the font (large values make it bold). SHIFTJIS_CHARSET is the character set of the font (in this case a Japanese character set). FALSE, FALSE, FALSE refer to italics, underline and strike through (respectively). Note: There should be at least one font and any more than four will be ignored. 8 Translate the existing strings as appropriate. Note: You can only translate strings beside the existing numbers. Although you can add new numbers, the control will not recognize them. 9 Save the file. 10 If you are customizing the language for Agent: a) Open Agent Administrator and click the Language tab. b) Select your customized language from the drop-down list box. If the name of your customized language is Japanese, it appears as Custom Japanese in the list of selection options. If Custom Unknown appears in the list, this means one of the following: The text file has no language name or the language keyword was deleted. The text file is not named StringDataDoc.txt. The text file is not in the correct location (alongside the application executable). The correct format has not been followed. 11 If you are customizing the language for Contact Center Express Desktop: a) Open the application's configuration file, ASGUIHost.ini. b) Type the name of your customized language in the Language parameter. You must precede the name with the word 'Custom'. For example: If the name of your customized language is Japanese, type Custom Japanese. 12 Open your application to display your customized labels and messages. If you have problems with the way the fonts display, your machine may not have the appropriate operating system and character sets for that language to work.

93 Administration 93 Set Up Work Codes Unlike work codes for multimedia work items, which are stored in the ASMediastore Database, work codes for voice calls are set up outside the database in an independent file. The file can either by a.txt file maintained in an application like Notepad or an Excel.csv file. A.txt file uses commas to separate data, while the.csv file uses columns. Contact Center Express Desktop's working folder contains a sample.txt file called Workcodessample.txt. This file demonstrates the format required to display work codes to the agent. The format is: Key,Topic,Value, where: Key is the name of the work code. eg, Join Topic is the name of a group of related work codes, eg. Membership Value is the number assigned to the work code, eg 11 The above sample displays like this to the agent:

94 Administration 94 Create Rules Rules Overview Contact Center Express Desktop's Rules Window allows administrators to create rules that will automatically perform actions on call events that meet certain criteria. For example, you can configure a rule to deflect calls from a specific phone number to voic , or create automatic screen pops of information. Essentially, a rule fits into a simple statement; when a certain event occurs and a call property matches this value, do this action then either continue rules processing, jump to another rule or stop. The Rules Window, which is a user interface for the Rules Plug-in, allows you to create multiple rules for a call event. The Rules Plug-in processes them in the order in which they appear in the Rules Window. Once a match is found, that action is taken and no further rules are processed. You can change the processing order at any time. This rule functionality is similar to the rules capability in Microsoft Outlook. Rules are stored as simple text strings in Contact Center Express Desktop's configuration file.

95 Administration 95 Examples When an external phone call is received, the following rule will force the application to create a Microsoft Dynamics CRM phone call (inbound) activity, then display it. When Voice.WIDelivered And CallerDN > Nothing And CallerDN > Do ReturnEvent MSCRM.CreateThenScreenpop,phonecall,description directioncode from phonenumber subject to,%u serenteredcode% 0 %CallerDN% %CallerDN% %UUI% %CalledDN% Then Continue When an external phone call is received, the following rule will force the application to look up the contact in the contact's list and try to match the phone number. It will then create a screen pop. When Voice.WIDelivered And CallerDN > Nothing and CallerDN > Do ReturnEvent MSCRM.LookupThenScreenpop,contact,mobilephone telephone1 telephone2 telephone3,%callerdn %,1,1,2,1 Then CONTINUE For detailed information on how to make up rules using the different key words and events available via the Rules Window, refer to the Rules Plug-in User Guide.pdf on the Avaya Contact Center Express DVD. Create Rule To create a rule: 1 Select Tools > Rules from the menu bar. 1 Click the New button.

96 Administration 96 When (creating a trigger) 2 Select the event you want to trigger the rule from the When drop-down list box. Conditions (creating a filter) 1 If you do not want to place any conditions on when the rule is used with this event (ie. the rule always applies when that call event is received), leave the tick in the Always check box. 1 If you do want to place some conditions on when the rule is used with this event: a) Remove the tick. b) Type the filter criteria in the And text box. For information on key/values and keyword operators (<,> and =), refer to refer to the Rules Plug-in User Guide.pdf. The event key/values are compared to either a literal string value or the keyword Nothing. If they are compared to a literal string value, type that in the text box. Action A rule supports multiple And clauses that can be chained to allow checking of a number of event properties. If you want to add more conditions to the rule, add them to the text already in the text box. For example: CallerDN = 4567 And UUI > Nothing 2 To set up what action will be taken if the event type and event conditions are met, select an action from the Do drop-down list box.

97 Administration 97 Action value placeholders relating to your selected action automatically appear. Note: Some actions have one action value, others have several. Here are two examples: 1 Click the placeholders one by one and type the required action value. Then The Then keyword clause is optional. 2 To specify what happens after this rule has been executed, select an option from the Then dropdown list box. Available keywords are: Continue, GotoRule, Stop. 1 If required, add any additional text to complete the clause. 2 To ensure the clauses combine to create a valid rule, click the OK button on the Rules Window. If the syntax is not valid, an error message appears. If the syntax is valid, the rule appears in the left-hand panel of the Rules Window. 1 Continue to create rules. 2 To change the order in which a rule appears in the sequence, select the rule and press the Up or Down buttons. Note: The Rules Plug-in processes rules in the order in which they appear in the Rules Window. Once a match is found, that action is taken and no further rules are processed. 3 To delete a rule, select it and click the Delete button.

98 Administration 98 4 To close the Rules Window, click OK. Storage of rules for Contact Center Express Desktop Rules are stored as simple text strings in Contact Center Express Desktop's configuration file. Each rule will be on a single line and will be passed to the Rules Plug-in for processing. Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Rules Plug-in User Guide.pdf.

99 Administration 99 Create Templates Install Template Plug-in To install Template Plug-in: 1 Close Contact Center Express Desktop. 2 Double-click the self-extracting zip file CCE_DT_302_cust.exe. 3 Ensure the installation file path is correct. Note: This will automatically extract the following files to the default file path C:\Program Files\Avaya and into the sub folders of Contact Center Express\Desktop\Contact Center Express Desktop that is fixed at installation time. 4 Click Unzip. 5 Verify the following files have been copied. AS Plugin.dll ASGUIHHtmlEditorProviderInterface.dll ASGUIHHtmlEditorProviderPlugin.dll ASGUIHTemplateInterface.dll ASGUIHTemplatePlugin.dll Microsoft.mshtml.dll TemplateInfo.xml winhtmleditorcontrol.dll Configure Template Plug-in Configuration of Template Plug-in can be performed via Contact Center Express Desktop's local.ini file or the Configuration Server. To configure Template Plug-in via the local.ini file: 1 Open ASGuiHost.ini.

100 Administration Add the following two lines to the plug-in assembly list: [Plug In Assembly List] Template Section = Template HTML Editor Provider Section = HTML Editor Provider 3 Add the following two sections to the ini file: [Template] Assembly File Name = ASGUIHTemplatePlugin.dll Enable Error Logging = True Template Information File = TemplateInfo.xml [Html Editor Provider] Note: Most of the configuration values in this section are set to False as they are reserved for future use. Assembly File Name = ASGUIHHtmlEditorProviderPlugin.dll Enable Error Logging = True Show Toolbar Options = False Show Toolbar Buttons = False Toolbar Position = TopSecond Show Open Button = False Show Save Button = False Show Print Button = False Show Cut Button = False Show Copy Button = False Show Paste Button = False Show Bold Button = False Show Italic Button = False Show UnderScore Button = False Show Font Selection = False Show FontSize Selection = False Show FontColor Button = False Show HighlightColor Button = False Show BackgroundColor Button = False Show Heading Button = False Show NumberList Button = False Show BulletsList Button = False Show Image Button = False Show Table Button = False Show HyperLink Button = False

101 Administration 101 Show AlignLeft Button = False Show AlignCenter Button = False Show AlignRight Button = False To configure Template Plug-in via Configuration Server: 1 Open Configuration Manager. 2 Right-click Contact Center Express Desktop under the Applications node and select Properties. 3 Click inside the Plug In Assembly List section and click the Add button. 4 Add the two new plug-ins, as outlined above. 5 Scroll to the bottom of the template and add the two new sections, as outlined above. For more information on using Configuration Manager, refer to the Configuration Server User Guide. Create Template To create an template: 1 Open Outlook Express. 2 Click the Create Mail button. 3 Set the format to Rich Text (HTML) or Plain Text.

102 Administration Type the content of your template and attach any documents. 5 Select File > Save As... and save the template using the *.eml file format. 6 Locate your saved file and rename it, removing the.eml file extension. Customize Template Window The structure of the tree node inside the Template Window is controlled by the TemplateInfo.xml file. This xml file is made up of <Template></Template> sections. Each section represents a node in the structure. A node can be a folder or a template. You can create as many sub folders as you wish as long as parent folders appear above sub folders in the xml file. The following Template Window contains one parent folder, one sub folder and two templates.

103 Administration 103 Here is TemplateInfo.xml file used to create the above folder structure: <?xml version="1.0" encoding="utf-8"?> <TemplateLibrary xmlns=" <LibraryVersion>0</LibraryVersion> <UpdateDateTime></UpdateDateTime> <Template> <templateidentifier> </templateidentifier> <templatetype> </templatetype> <templatename>abc Toys</templateName> <templatedescription>our company</templatedescription> <templatefilename></templatefilename> <attachmentfilelist></attachmentfilelist> <groupname></groupname> </Template> <Template> <templateidentifier> </templateidentifier> <templatetype> </templatetype> <templatename>department</templatename> <templatedescription>a list of our departments</templatedescription> <templatefilename></templatefilename> <attachmentfilelist></attachmentfilelist> <groupname>abc Toys</groupName> </Template> <Template> <templateidentifier> </templateidentifier> <templatetype> </templatetype> <templatename>marketing</templatename> <templatedescription>our Marketing department</templatedescription> <templatefilename>c:\promotional</templatefilename> <attachmentfilelist></attachmentfilelist> <groupname>department</groupname> </Template> <Template> <templateidentifier> </templateidentifier> <templatetype> </templatetype> <templatename>technical Support</templateName> <templatedescription>our Technical Support department</templatedescription> <templatefilename>c:\support</templatefilename> <attachmentfilelist></attachmentfilelist> <groupname>department</groupname> </Template> </TemplateLibrary> To customize your Templates Window: 1 Go to the Contact Center Express Desktop source directory and open TemplateInfo.xml in Notepad. 2 Use the following definitions to edit the content between each tag. Template Identifier. A unique GUID for the section. Template Type. The type of work item this template is for. Currently only is supported.

104 Administration 104 For example: <templatetype> </templatetype> Template Name. The name for the tree node or the name for the template (depending on the purpose of the section). For example: <templatename>abc Toys</templateName> Template Description. A tooltip for the node. For example: <templatedescription>our company</templatedescription> Template File Name. The fully qualified path to the template file to be inserted into the document window. Note: Leave this tag empty when you are creating a folder. For example: <templatefilename>c:\promotional</templatefilename> Attachment File List. Leave empty. Reserved for future use. Group Name. The name of the folder this folder or template belongs to. Note: Leave this tag empty for the highest folder in the node structure. For example: <groupname>department</groupname> Note: You can change the TemplateInfo.xml file without closing Contact Center Express Desktop. All you need to do is right-click the node inside the Templates Window and select either Reload template list or Refresh template list from the pop-up menu.

105 Administration 105 Integrate Microsoft Dynamics CRM If you use Microsoft Dynamics CRM in your organization and you want to use Contact Center Express's multimedia technology to distribute Microsoft Dynamics CRM activities to your call center agents, you must configure Contact Center Express Desktop's (see "Microsoft Dynamics CRM" on page 64)Microsoft Dynamics CRM Plug-in and Preview Contact Media Store's Microsoft Dynamics CRM Svc Plug-in. To learn how to configure Microsoft Dynamics CRM Svc Plug-in and to set up a program especially for Microsoft Dynamics CRM activities, refer to the Microsoft Dynamics CRM Plug-in User Guide. To learn how to customize the Microsoft Dynamics CRM Server so that dial buttons appear on Microsoft Dynamics CRM web pages, refer to the Microsoft Dynamics CRM Plug-in Guide. This guide also tells you how to install Microsoft Dynamics CRM Phonebook Synchronizer, which automatically updates the ASContact Database when changes are made to the Microsoft Dynamics CRM database.

106 Administration 106 Integrate IronPython Script Using Python Breakout Plug-in, a developer can invoke IronPython scripts when Contact Center Express Desktop events are triggered. To map an IronPython script to a Contact Center Express Desktop event: 1 Enable Python Breakout Plug-in in the application's configuration file. 2 Select Tools > Python Breakout > View by Event from the menu bar. A list of events belonging to all plug-ins registered to Contact Center Express Desktop displays.

107 Administration Select a Contact Center Express Desktop event from the list and click Add. The Event Mapping dialog box appears: 4 Type a unique name for your event mapping. 5 Click Browse and locate your IronPython script. 6 If required, type the name of a function in your script that will act as a starting point when the script is run. The name of the function must match what is specified in the event/script mapping definition. The names of the parameters can be whatever you wish but there must be three of them and they will be supplied in the order - sender, eventargs, PIMBroker. sender - this is passed through from the event handler arguments. The specific type of this object will be determined by the generator of the event. IronPython will cast this to the correct type for you, but you will need to know the definition of the object to figure what members and methods it has. eventargs - this is passed through from the second argument of the event handler. Again the specific type of this object will be determined by the generator of the event but it will be derived from the.net EventArgs class. IronPython will cast this to the correct type for you, but you will need to know the definition of the object to figure what members and methods it has. PIMBroker - this is a class of type IASPIMBroker. It is the PIMBroker object used by the ASPythonBreakoutPlugin executing the Python script. You can access any public method or member within this class. An example function definition is: def EntryFunction(sender, eventargs, PIMBroker): If you do not enter the script via a function, three global variables will be supplied. These are named sender, eventargs, and PIMBroker. They have the same definitions as above.

108 Administration Select if you want scripts run dynamically or pre-compiled. If run dynamically, the script will be recompiled every time it is executed. This is slower but allows you to modify scripts and execute the new scripts without having to restart Contact Center Express Desktop. If run pre-compiled, the scripts are compiled on startup. This will improve script performance but if you wish to modify the script, you will have to restart Contact Center Express Desktop before the script changes are seen. 8 Select if you want scripts run synchronously or asynchronously. If a script is run synchronously, then if the event that triggered the event occurs again while the script is being executed, the script for the second event will not be executed until the first one has completed. If you want a script to run asynchronously (scripts for a given event will be run concurrently), specify the maximum number of concurrent scripts that may be executed for a specific event/script mapping in the Thread pool size text box. Any number of requests beyond this number will be queued. If the queue exceeds the number specified by the Maximum queued requests, all subsequent requests to execute scripts for that event/script mapping will be ignored. Once the number of queued requests falls below the Maximum queued requests limit, a new event will again be queued. 9 Click Save. Note: You can also use the CCE Desktop Events tab to change or delete event-to-script mappings. 10 To view IronPython scripts already mapped to Contact Center Express Desktop events, select Tools > Python Breakout > View by Mapping Name from the menu bar. From this window, you can add, change or delete event-to-script mappings.

109 Administration 109 Sample Script A sample script called CESample1.py is included on the Contact Center Express DVD. For more information on Python, see For more information on IronPython, see

110 110 C HAPTER 5 Operation In This Chapter Contact Center Express Desktop Interface...111

111 Operation 111 Contact Center Express Desktop Interface The Contact Center Express Desktop interface features a menu bar and the following toolbars: AutoText. A single button that allows you to insert pre-defined text into your current work item to save you typing time. The text is categorized by topic and presented via a drop-down list. Each media store queue has its own associated list of AutoText so no matter what type of work item you are processing, the AutoText choices will be relevant. Work Codes. A single button that allows you to assign a work code to a work item. The codes are categorized by topic and presented via a drop-down list. Each media store queue has its own associated list of work codes so no matter what type of work item you are processing, the codes choices will be relevant. Spell Check. A single button that allows you to check the spelling accuracy of your text in any type of work item. User. A toolbar of buttons that allow you to log in and out of skills, change agent mode, select reason codes, access voic and forward calls to another agent. Voice. A toolbar of buttons that allow you to make, answer, transfer, conference and end calls. Printing. A single button that allows you to print all the information associated with a work item.

112 Operation 112 Windows There are two types of Contact Center Express Desktop windows: Document window. The area of the screen where agents receive and manage multimedia work items. Also the space commonly used to display any external (non Contact Center Express) applications, such as Microsoft Internet Explorer. Document windows are fixed in position (they cannot be moved) and have tabs. Tool windows. Windows on the screen that provide additional multimedia functionality. Highly flexible in nature, they can be dragged around the screen, docked in any number of positions, or hidden as a tabbed document. Contact Center Express Desktop features the following tool windows: Work Item Notes. A window that allows you to record work item-related notes. Several notes can be stored for one work item and they are displayed chronologically at the top of the window. Session Notes. A window that allows you to record notes to help you with your day-to-day work, ie. notes that don't specifically relate to a work-item. Instead of opening a separate application like Notepad, you can jot down those notes inside Contact Center Express Desktop. These notes are stored by the application (via an.rft file) and reloaded each time you restart, ready for you to use or edit. Presence. A window that allows an agent to monitor the telephone activity of other call center agents or staff they work closely with. At a glance, they can tell whether a person is on the phone, logged in to receive work items, or in Auxiliary, Available or After Call Work mode. Directory. A database that allows you to search for a contact based on first name, last name, full name or phone number. Once found, you can dial the contact or transfer / conference an active call to them. Wallboard. A scroll bar of information that displays real-time and statistical information on agents, VDNs, queues and splits/skills.

113 Operation 113 Resize Window To resize any window on the Contact Center Express Desktop interface, click one edge of the window and, when the cursor changes to a double-arrow, drag and drop the line into a new position. Contact Center Express Desktop records the size and positioning of each window and will automatically default to your customized layout the next time you open the application.

114 Operation 114 Dock Tool Window To dock a tool window in another position on the screen: 1 Click the window title bar and start dragging it away from its docked position. The window displays as a solid light blue rectangle and a set of dock guides appear to help you select your new window location. 2 Drop the window over the desired dock guide: Inner Guides Left Inner. This option docks the window so it sits immediately to the left of the document window (the working area of the Contact Center Express Desktop screen. Its height is restricted if there are adjacent windows. Top Inner. This option docks the window so it sits immediately above the document window. Its width is restricted if there are adjacent windows. Right Inner. This option docks the window so it sits immediately to the right of the document window. Its height is restricted if there are adjacent windows. Bottom Inner. This option docks the window so it sits immediately below the document window. Its width is restricted if there are adjacent windows.

115 Operation 115 Outer Guides Left Outer. This option docks the window so it fills the entire length of left side of the screen. Top Outer. This option docks the window so it fills the entire width of top of the screen. Right Outer. This option docks the window so it fills the entire length of right side of the screen. Bottom Outer. This option docks the window so it fills the entire width of bottom of the screen. Hide Tool Window If your screen becomes cluttered, you may want to temporarily hide a tool window. To hide a tool window: 1 Either: Click on the title bar, or Click on title bar and select Auto-Hide from the drop-down menu.

116 The window collapses from its docked state into an auto-hide tab at the edge screen: Operation 116

117 Operation To expand the tool window back into view, hover the mouse over (or click) the auto-hide tab. Note: When a tool window is re-activated it returns to its previous location and size. 3 To re-dock the window, either: Click on title bar and select Dockable from the drop-down menu. Click on the title bar.

118 Operation 118 Display Tool Window as Tabbed Document To display a tool window as a tabbed document: 1 Click on window's title bar and select Tabbed Document from the pop-up menu. The window changes into a tabbed document: 2 To re-dock the window, right-click the tab and select Dockable from the drop-down menu: The window returns to its original docked position.

119 Operation 119 Navigate Around Screen To move between windows on the screen, hold down the Ctrl+Tab keys on your keyboard and press the arrow keys. A dialog box like the following allows you to select the window you want. The active window displays an orange title bar. Inactive windows have blue title bars. Create Vertical Work Item Groups Contact Center Express Desktop allows you to organize your multimedia work items into a layout that suits your working style. You can separate them into groups and then choose to display those groups either horizontally or vertically. To create a new work item group and position it vertically: 1 Right-click the tab of the item you want to move into a new group and select New Vertical Tab Group from the pop-up menu.

120 Operation 120 The work item forms a new group: The next incoming work item automatically attaches itself to the new group. As you continue to receive work items (and keep them open), you can repeat this step to create more new groups. 2 To move a work item to another group: a) Right-click the tab and select Move to Next Tab Group or Move to Previous Tab Group. The work item moves one group to the left or right. b) Repeat this step until the work item is in the group you want it to be in. 3 To display a list of the work items in a particular group, click. 4 To move between several work items in a group, click or.

121 Operation 121 Create Horizontal Work Item Groups To create a new work item group and to position is horizontally: 1 Right-click the tab of the item you want to move into a new group and select New Horizontal Tab Group from the pop-up menu. The work item forms a new group: 2 To move a work item to another group: a) Right-click the tab and select Move to Next Tab Group or Move to Previous Tab Group. The work item moves one group up or down. b) Repeat this step until the work item is in the group you want it to be in. 3 To display a list of the work items in a particular group, click. 4 To move between several work items in a group, click or.

122 Operation 122 View Error Log To view the error log: 1 Select Tools > Error log from the menu bar or press the Ctrl+G keys. 2 To delete the text from the error log, click the Clear button. 3 To save the text and return to the Contact Center Express Desktop interface, click OK.

123 Operation 123 Display Application Help To view the Contact Center Express Desktop Help file: 1 Select Help > Contents from the menu bar or press the F1 key.

124 124 C HAPTER 6 Telephony Telephone functions normally achieved by pressing buttons on the telephone are accessed through keystrokes or mouse clicks. With Contact Center Express Desktop, you can: Make a call Answer a call End a call Hold a call Divert calls Send DTMF tones Transfer a call Conference a call with up to six members Drop yourself or another party from a conference call Forward all incoming calls to voic or another extension In This Chapter Make Call Make Call While On Another Call Make Call from Microsoft Dynamics CRM End Call Answer Call Answer Call While on Another Call Hold Call Send DTMF Tones Transfer Call Conference Call Drop Me From Call Drop Another Party Send All Calls Forward Calls Access Voic Log into Skills Using iclarity...148

125 Telephony 125 Make Call To call someone listed in the directory: 1 Search for the contact's record in the directory table. For search instructions, see Search for Name on page To dial the number directly from the directory: a) Right-click the contact record and select Dial > desired phone number from the pop-up menu. Contact Center Express Desktop immediately makes an outgoing call to the number you select. If Smart Dial is enabled, Contact Center Express Desktop automatically adds any required national, international or outside line access codes to the number. It also removes any unnecessary national and international access codes. Contact Center Express Desktop ignores any spaces in the dial string, as well as nonalphanumeric characters such as + ( / $ and %. Contact Center Express Desktop recognizes word numbers. If you select '1800Avaya', the application converts this to its numeric equivalent ' '. When the call is answered, the call state turns to connected. The next time you make a call, the previously dialed number appears in the dial text box dropdown list. 3 To dial a phone number from the toolbar dial text box: a) Right-click the contact record and select Use phone number > desired phone number from the pop-up menu.

126 Telephony 126 Contact Center Express Desktop inserts the phone number in the dial text box: b) Click or press the Enter key. 4 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. To call someone who isn't listed in the directory: 1 Type the destination number (as it should be dialed) in the dial text box. Contact Center Express Desktop ignores any spaces you enter in the dial string, as well as nonalphanumeric characters such as + ( / $ and %. Contact Center Express Desktop recognizes word numbers. If you enter '1800Avaya', the application converts this to its numeric equivalent ' '. 2 Click or press the Enter key. When the call is answered, the call state turns to connected. The next time you make a call, the previously dialed number appears in the dial text box dropdown list. 3 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item.

127 Telephony 127 Note: If you have a contact set up as a Quick Dial button (see "Quick Dial" on page 43), click the button. This immediately inserts the person's phone number in the Dial text box. To initiate the call, click or press the Enter key.

128 Telephony 128 Make Call While On Another Call To make a call when you are already on an active call: 1 If the dial button is disabled ( ), click to place your active call on hold. (The dial button will be disabled if the Automatically Hold Active Call On Dial configuration parameter is disabled.) 2 Either: Type the destination number (as it should be dialed) in the dial text box and click, or Right-click the contact's record in the directory table and select Dial > desired phone number from the pop-up menu. Contact Center Express Desktop automatically places your current call on hold and makes an outgoing call. When the call is answered, the call state turns to connected. 3 If the Make Call Active When Work Item Tab Clicked configuration parameter is: enabled, you can toggle between the calls by simply clicking the work item tabs. Contact Center Express Desktop will make the call you click active and put the other on hold. disabled, you can toggle between the calls by clicking the work item tab and then clicking on the toolbar. 4 When you have finished the call, click. 5 To return to (unhold) the original call, click.

129 Telephony 129 Make Call from Microsoft Dynamics CRM If your company has enabled Microsoft Dynamics CRM Plug-in, you can dial from any Microsoft Dynamics CRM web page that displays one or more phone numbers. This could be an account, contact, invoice, lead, campaign response, quote, sales order, system user or phone call. Contact Center Express Desktop uses its in-built Smart Dial functionality to strip phone numbers saved inside these activities of any spaces or formatting, eg. - (+. Note: If you have synchronized your Microsoft Dynamics CRM with the ASContact Database, contacts and accounts are more easily dialed via Contact Center Express Desktop's directory.

130 Telephony 130 End Call To disconnect both parties on a two-party call or all parties on a multi-party conference call: 1 Click.

131 Telephony 131 Answer Call When there is an incoming call, a voice work item appears: To answer the call, either: 1 Either Click, or Click the text on the voice alert at the bottom right-hand corner of your desktop, or Click the work item tab. Note: This method of answering a call will only work if the configuration parameter Make Call Active When Work Item Tab Clicked is enabled. When the call connects, more buttons become enabled on the Telephony toolbar. If the customer has been matched with a contact record in the ASContact Database, a vertical contact tab appears as part of the work item. While handling this inquiry, you may want to click this tab and edit the customer's contact record (see "Edit Contact" on page 166). If the customer has not been matched with a contact record, you may want to create a new contact record and associate it with this work item (see "Add Contact" on page 163). Next time your customer makes contact, their contact record should automatically display as part of the work item. If your company has enabled Microsoft Dynamics CRM Plug-in, Contact Center Express Desktop will try to match details of the incoming work item to one of the Microsoft Dynamics CRM account or contact records. If it doesn't find a match, Microsoft Dynamics CRM Plug-in behaves according to its configuration settings; it either does nothing or it opens a blank contact or account record (as the vertical tab on the work item) for you to fill in. If it finds a match, the contact's record displays for you to view or edit.

132 Telephony To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item.

133 Telephony 133 Answer Call While on Another Call If you receive a call when you already have an active call, a new voice work item alerts. To answer the incoming call: 1 Either: Click the text on the voice alert at the bottom right-hand corner of your desktop, or Click the alerting work item tab. Note: This method of answering a call will only work if the configuration parameter Make Call Active When Work Item Tab Clicked is enabled. Contact Center Express Desktop places the active call on hold and connects the alerting call. 2 If the Make Call Active When Work Item Tab Clicked configuration parameter is: enabled, you can toggle between the calls by simply clicking the work item tabs. Contact Center Express Desktop will make the call you click active and put the other on hold. disabled, you can toggle between the calls by clicking the work item tab and then clicking on the toolbar. 3 When you have finished the call, click. 4 To return to (unhold) the original call, click.

134 Telephony 134 Hold Call To place a call on hold: 1 Click. To unhold a call: 1 Click.

135 Telephony 135 Send DTMF Tones Sending Dual Tone Multi Frequency (DTMF) tones is required with Interactive Voice Response (IVR) systems such as telebanking and voic prompts. When you select a digit in response to a prompt or instruction (this could be a pin number, an account number or a selection for a customer choice), the digit is converted into a tone, which passes easily through the telephone network. To send DTMF tones: 1 Make an outgoing call to a company that uses an IVR system. This could be a bank, government department, or insurance company. 2 When the Interactive Voice Response system answers and asks for you to enter a digit(s), type the appropriate digits in the dial text box. 3 Click. 4 Repeat Steps 2 and 3 until you have followed all the IVR prompts and completed your call.

136 Telephony 136 Transfer Call Contact Center Express Desktop offers two methods for transferring a call: Blind transfer. The call is transferred immediately to the destination. Consult transfer. The call is transferred only after consultation with the destination. To transfer an active call to someone listed in the directory: 1 Search for the contact's record in the directory table. For search instructions, see Search for Name on page Right-click the contact record and select Transfer > desired phone number from the pop-up menu: Contact Center Express Desktop immediately makes a consult transfer call to the number you select. If Smart Dial is enabled, Contact Center Express Desktop automatically adds any required national, international or outside line access codes to the number. It also removes any unnecessary national and international access codes. Contact Center Express Desktop ignores any spaces in the dial string, as well as nonalphanumeric characters such as + ( / $ and %. Contact Center Express Desktop recognizes word numbers. If you select '1800Avaya', the application converts this to its numeric equivalent ' '. Contact Center Express Desktop places the original call on hold and makes an outgoing call to the transfer destination. 3 If the destination is valid (for example, the person answers), click the drop-down arrow beside on the telephony toolbar and select Complete transfer from the pop-up menu. Contact Center Express Desktop transfers the call. 4 If the destination isn't valid (for example, the line is engaged, the person doesn't answer, or the person's voic is on), click the drop-down arrow beside and select Abort transfer from the pop-up menu. Contact Center Express Desktop ends your consult call. To transfer the call to someone who isn't listed in the directory: 1 Type their phone number in the dial text box. Contact Center Express Desktop ignores any spaces you enter in the dial string, as well as nonalphanumeric characters such as + ( / $ and %.

137 Telephony 137 Contact Center Express Desktop recognizes word numbers. If you enter '1800Avaya', the application converts this to its numeric equivalent ' '. 2 To immediately transfer the party, click the drop-down arrow beside and select Blind transfer from the pop-up menu. 3 To check if the destination is valid before transferring the call: a) Click the drop-down arrow beside and select Consult transfer from the pop-up menu. Contact Center Express Desktop places the original call on hold and makes an outgoing call to the transfer destination. b) If the destination is valid (for example, the person answers), click the drop-down arrow beside and select Complete transfer from the pop-up menu. Contact Center Express Desktop transfers the call. c) If the destination isn't valid (for example, the line is engaged, the person doesn't answer, or the person's voic is on), click the drop-down arrow beside and select Abort transfer from the pop-up menu. Contact Center Express Desktop ends your consult call.

138 Telephony 138 Conference Call Contact Center Express Desktop offers two methods for conferencing a call: Blind conference. The conference destination is immediately joined to the active call. Consult conference. The conference destination is joined to the active call only after they have been consulted. To add someone listed in the directory to a conference call: 1 Search for the contact's record in the directory table. For search instructions, see Search for Name on page Right-click the contact record and select Conference > desired phone number from the pop-up menu: Contact Center Express Desktop immediately makes a consult conference call to the number you select. If Smart Dial is enabled, Contact Center Express Desktop automatically adds any required national, international or outside line access codes to the number. It also removes any unnecessary national and international access codes. Contact Center Express Desktop ignores any spaces in the dial string, as well as nonalphanumeric characters such as + ( / $ and %. Contact Center Express Desktop recognizes word numbers. If you select '1800Avaya', the application converts this to its numeric equivalent ' '. Contact Center Express Desktop places the original call on hold and makes an outgoing call to the party you want to add to the conference.

139 Telephony If the destination is valid (for example, the person answers), click the drop-down arrow beside on the telephony toolbar and select Complete conference from the pop-up menu. That line becomes the active conference and the directory numbers of the call parties in the conference display in the call member list. 4 If the destination isn't valid (for example, the line is engaged, the person doesn't answer, or the person's voic is on), click the drop-down arrow beside and select Abort conference from the pop-up menu. Contact Center Express Desktop ends your consult call. To unhold the original call, click. 5 Use the above steps to add all required parties to the conference call. Note: A conference call can include a maximum of six parties. 6 To disconnect all parties when the call has finished, click. To add someone who isn't listed in the directory to a conference call: 1 Type their phone number in the dial text box. Contact Center Express Desktop ignores any spaces you enter in the dial string, as well as nonalphanumeric characters such as + ( / $ and %. Contact Center Express Desktop recognizes word numbers. If you enter '1800Avaya', the application converts this to its numeric equivalent ' '. 2 To immediately add the answering party to the conference call, click the drop-down arrow beside and select Blind conference from the pop-up menu. 3 To check if the destination is valid before adding it to the conference call: a) Click the drop-down arrow beside and select Consult conference from the pop-up menu. Contact Center Express Desktop places the original call on hold and makes an outgoing call to the party you want to add to the conference.

140 Telephony 140 b) If the destination is valid (for example, the person answers), click the drop-down arrow beside and select Complete conference from the pop-up menu. That line becomes the active conference and the directory numbers of the call parties in the conference display in the call member list. c) If the destination isn't valid (for example, the line is engaged, the person doesn't answer, or the person's voic is on), click the drop-down arrow beside and select Abort conference from the pop-up menu. Contact Center Express Desktop ends your consult call. To unhold the original call, click. 4 Use the above steps to add all required parties to the conference call. Note: A conference call can include a maximum of six parties. 5 To disconnect all parties when the call has finished, click.

141 Telephony 141 Drop Me From Call This function allows you to disconnect yourself from a multi-party conference call, allowing the other parties in the conference call to continue. To drop yourself from a conference call: Click the drop-down arrow beside and select Drop me from the pop-up menu.

142 Telephony 142 Drop Another Party If you are a member of a multi-party conference call, this function allows you to disconnect another party from the call. You don't have to be the initiator of the conference call to drop another party. To drop another party from a conference call: Click the drop-down arrow beside menu. and select Drop call with: call party number from the pop-up

143 Telephony 143 Send All Calls To automatically send all incoming calls to your voic destination: 1 Click. When activated, the Send All Calls button turns orange. 2 To disable Send All Calls, click.

144 Telephony 144 Forward Calls To automatically forward all incoming calls to another destination: 1 Click and type the directory number you want to forward calls to. 2 Click the Forward button. The Call Forward button turns orange. 3 To disable call forwarding, click.

145 Telephony 145 Access Voic When you have a new message, the envelope on the Voice Message button turns yellow. To access your voic 1 Click. Contact Center Express Desktop dials the voic destination number specified in its configuration.

146 Telephony 146 Log into Skills 1 To log into skills: Click, or Select User > Agent Login > Agent Login from the menu bar. Note: If the advanced login feature is enabled in your configuration, you might be able to change the agent login details via the button. When you first log in, Contact Center Express Desktop places you in the mode specified in Contact Center Express Desktop's configuration. 2 If you are not already in Available mode: Click, or Select User > Available from the menu bar. You are now able to answer incoming calls. Note: Depending on your configuration, you may be placed in Available or After Call Work modes when you end a call. To make yourself available to receive another call, click again. 3 If you want to make yourself unavailable to receive calls so you can perform a call-related activity like filling out a form: Click, or Select User > After Call Work from the menu bar. This places you in After Call Work mode. 4 If you want to make yourself unavailable to receive calls so you can perform a non-call-related activity like going to lunch: Click, or Select User > Auxiliary > Auxiliary from the menu bar. This places you in Auxiliary mode.

147 Telephony 147 If reason codes are enabled in Contact Center Express Desktop's configuration, you can select a reason for going into Auxiliary mode from the button's drop-down list. 5 To log out of skills: Click, or Select User > Agent Logout > Agent Logout from the menu bar. If reason codes are enabled in Contact Center Express Desktop's configuration, you can select a reason for logging out from the button's drop-down list.

148 Telephony 148 Using iclarity iclarity gives Contact Center Express Desktop voice over IP functionality. When you make or receive a call, it enables you to speak to and hear the other party via a headset connected to your PC or the PC's microphone and speakers. Note: Avaya iclarity does not come with Avaya Contact Center Express. To integrate Contact Center Express Desktop with iclarity, your company must first purchase the iclarity application and configure it from Contact Center Express Desktop's Options dialog box using iclarity wizards (see "iclarity" on page 61). When iclarity is successfully integrated with Contact Center Express Desktop, the iclarity menu and toolbar display on the screen: The menu and toolbar button options are: Log in. Allows you to log into the server. Volume Settings. Allows you to adjust the volume of your speakers/headset. Audio Options. Allows you to change audio options. Audio Monitor. Allows you to view information about the current service link connection to the server. Login Settings. Allows you to modify login information. Login Status. Displays information about the current Avaya iclarity session. Contents. Displays iclarity online help. About. Displays the copyright and other information for iclarity.

149 Telephony 149 Manage Calls with iclarity To use iclarity: 1 If you do not automatically log into iclarity when you start Contact Center Express Desktop, click to log in manually. 2 Make, receive and manage calls like you would ordinarily using Contact Center Express Desktop (refer to the other procedures in the Telephony section of this user guide). 3 If your iclarity greeting has not been set to automatically play when you answer an incoming call, click to manually play the greeting. The.wav file specified as the default in the iclarity configuration plays. If you want one of the other.wav files stored in the same folder as the default file to play, click the arrow beside and select an option from the pop-up list. 4 If, during a conversation, you want to mute the call (so the hearer cannot hear you but you can hear the caller), click. To unmute the call, click.

150 Telephony 150 Change iclarity Settings To change any aspect of the iclarity set up: 1 Select the configuration item from the menu bar or click the appropriate toolbar button (eg. Audio Options).

151 Telephony Click the Help button. The Avaya iclarity Help window opens at the relevant page. 3 Follow the instructions in the iclarity Help.

152 152 C HAPTER 7 Directory In This Chapter What is the Directory? Navigate Table Display Entire Directory Searching Overview Search for Name Search for Phone Number Add Contact Edit Contact Delete Contact Open/Edit Microsoft Dynamics CRM Accounts & Contacts 169

153 Directory 153 What is the Directory? The Directory is a plug-in that allows you to integrate Contact Center Express Desktop with the ASContact Database. Without changing the application's code, you can search for a contact or group of contacts based on first name, last name, full name or phone number. Once you have found the contact you can select and dial the number. In addition, you can take any active call and transfer or conference it to any contact in the list. You can dial the number directly from the Directory: Or, you can insert the number into Contact Center Express Desktop's dial box and dial from there:

154 Directory 154 The Directory is started by Contact Center Express Desktop during its startup procedure. Changing contact information via the Directory The Directory also allows you to add new contact records to the ASContact Database as well as edit or delete contact records that already exist.

155 Directory 155 ASContact Database ASContact Database is a SQL-based facility for the storage and maintenance of telephone directory data. The directory will typically be a list of staff members and client contacts. ASContact Database offers a wide range of column headings for an administrator to choose from. The column name structure is modeled on the configuration of Microsoft Outlook's Contacts folder. In this example, the application presents the ASContact Database directory using a column display list made up of: First Name (Microsoft Outlook field name, FirstName), Last Name (LastName), Business (BusinessPhone), Mobile (MobilePhone), Home (HomePhone), ( Address). Intuitive contact grouping ASContact Database also gives you the ability to group related contacts. Depending on the size and make up of your company, groups can make the process of finding individual contacts more intuitive. A group contact record can be named after a department or work area, or it can be attached to a person with whom those people are closely associated, for example, a manager or administrator. If your company is large and contact association makes searching easier, ASContact Database also allows you to place groups within groups. Note: When contacts are added to a group, they remain individual records that display as part of the entire directory listing. This ASContact Database directory contains several groups (indicated by the blue text and group icon ). If they have permissions assigned to them, they appear bold blue. By double-clicking the group, a list of associated contacts appears. Contacts are identified in the contact list by their black text and icon. If they have permissions assigned to them, they appear bold black. Groups within a group are opened the same way.

156 Directory 156 Navigate Table To move up and down the directory table, hold down the Ctrl key on your keyboard and press the up or down arrow keys. To toggle a contact's dialable fields, press the Insert key. The phone number of the selected cell (grey cell) automatically appears in Contact Center Express Desktop's dial panel, ready for dialing. Groups To open a group (indicated by the blue text and group icon ), click anywhere in the line. Groups within a group are opened the same way. To return to the previous directory listing, click.

157 Directory 157 Display Entire Directory To display the entire directory: 1 Delete any text from the Search Criteria text box. 2 Press the Enter key or click.

158 Directory 158 Searching Overview The directory allows you to search in these ways: Database Search. A comprehensive search that searches the entire database directory based on whatever parts of a person's name you are able to provide. After selecting one of the search options - First/last name, First name, Last name, or Phone number - and then typing the known characters in the name, a search of the ASContact Database is initiated by pressing the Enter key. The search results display in the directory table. Smart Search. A quick and simple search that, as you type, dynamically searches the directory, automatically highlighting the best match with each character you add. The directory table could be displaying the entire directory or a subset of the directory (for example, a group or the search results from a database search). Smart searching can be used to find records based on first name, last name or both first and last names. Column Search. This search searches the column with the contact icon ( ), automatically highlighting the first entry starting with the character you type.

159 Directory 159 Search for Name Smart Search 1 If Smart Search functionality is not activated, tick the following check box. 2 To find a person by: first name, type the first letter in their first name. The search automatically highlights the first best match in the table. To narrow your search, type the next letter (or next few letters) in their first name. last name, press the space bar on your keyboard and type the first letter in their last name. To narrow your search, type the next letter (or next few letters) in their last name. first and last name, type the letters you want to match in two groups, separated by a space. Column Search 1 Click the column heading displaying the contact icon ( ). 2 Type the first letter in the name. (Note: Do not click in the Search Criteria text box first. Simply press the character key on your keyboard.) The search automatically highlights the first entry starting with the character you type. In the above example 'S' was typed. Note: This search only works for the first letter in the name. If you type a second letter, it will highlight names beginning with that letter.

160 Directory 160 Database Search If you know all or part of the person's first and last names: 1 Select the First/last name option (if not already selected). 2 Type the letters you want to match in two groups, separated by a space. 3 Press the Enter key or click the Search button. The first group matches against a person's first name, while the second group (after the space) matches against their last name. This search needs a match on both groups before it will return the name. Typing... will find... John Smith oh smit John Smith John Smith Toh Smitten John Goldsmith Ohpra Kleinsmit but will not find... John Black Jon Smith If you only know all or part of the person's first name: 1 Select the First name option (if not already selected). 2 Type the letters you want to match. 3 Press the Enter key or click the Search button. Typing... will find... oh John Smith Toh Smitten John Goldsmith Ohpra Kleinsmit John Black but will not find... Jon Smith

161 Directory 161 If you only know all or part of the person's last name: 1 Select the Last name option (if not already selected). 2 Type a space followed by the letters you want to match. 3 Press the Enter key or click the Search button. Typing... will find... [character space] smit John Smith Toh Smitten John Goldsmith Ohpra Kleinsmit Jon Smith but will not find... John Black If you want the letters you type to match only from the beginning of names: 1 Select the First name, Last name or First/last name search option as appropriate. 2 Start the name with a capital letter. Typing... will find... J S John Smith John Smith Jon Smith Oh [character space] Smit oh Smit Ohpra Kleinsmit John Smith Toh Smitten Jon Smith John Smith Toh Smitten

162 Directory 162 Search for Phone Number Smart Search 1 If Smart Search functionality is not activated, tick the following check box. 2 Type the first number of their phone number. The search automatically highlights the first best match in the table. To narrow your search, type the next number (or next few numbers) of their phone number. Database Search If you know all or part of the person's phone number: 1 Select the Phone number option (if not already selected). 2 Type any string of numbers (or letters that can be dialed) in the Search Criteria text box. 3 Press the Enter key or click the Search button. The search looks in all fields designated as phone numbers and returns all records that contain the same numbers, exactly as you typed them. It ignores non-dialable characters such as ( ), + # Typing... will find (021) A1 REPAIRS

163 Directory 163 Add Contact To add a contact to the ASContact Database: 1 Right-click over the Directory and select Add New Contact from the pop-up menu.

164 Directory 164 A new contact tab appears: 2 Add information on the General tab as required. Note: To ensure your customer is found in the database when they make future contact with your call center, it is highly recommended that you add their full name, address and phone numbers, including mobile. 3 Add information on the Details tab as required. Note: Some fields allow you to change the field names to suit the information you have. 4 To save the contact, click or select File > Save from the menu bar. Note: If you have created more than one contact, you can save them all at once by clicking or selecting File > Save All from the menu bar. 5 If you want to associate a work item that is currently open with your new contact (this would be the case if details of the incoming work item were not matched with a record that already exists in ASContact Database):

165 Directory 165 a) Search the directory for the contact you have just created. b) Right-click the contact's name and select Associate with Work Item from the pop-up menu. Next time your customer makes contact, their contact record should automatically display as part of the work item. Formatting of Contacts If you want your application to use Smart Dial functionality: Leave out all PSTN, STD and IDD access codes. (PSTN is the code required to dial an outside line, STD is the code required to make a national call, and IDD is the code required to make an international call.) Use a single space, hyphen or parentheses to separate area codes from the local number. For example: , , (3) or (3) Prefix all country codes with +. For example: , , +64 (3) or +64(3) If you don't want to use Smart Dial functionality, type the phone numbers exactly as you would dial them, including PSTN, IDD, STD access codes, as well as country and area codes. For example: , or

166 Directory 166 Edit Contact To edit an existing contact record: 1 Either: Double-click the contact's name in the directory, or Right-click the contact's name and select Open Contact from the pop-up menu. 2 Make any necessary changes on the General and Details tabs. 3 If you want to add some contact-related notes, click the Notes tab. Notes is a simple text editor that offers similar functionality to Notepad. It offers a right-click menu that allows you to select, copy, cut and paste text. When saved, the notes are assigned against your agent ID and the current date and time is recorded.

167 Directory 167 Note: You must be logged-in to use the Notes tab. 4 To save your changes, click or select File > Save from the menu bar. Note: If you have changed more than one contact, you can save them all at once by clicking selecting File > Save All from the menu bar. or

168 Directory 168 Delete Contact To delete an existing contact record: Right-click the contact's name in the directory and select Delete Contact from the pop-up menu. When the confirmation message box appears, click Yes.

169 Directory 169 Open/Edit Microsoft Dynamics CRM Accounts & Contacts If your company's Microsoft Dynamics CRM accounts and contacts have been added to Contact Center Express Desktop's directory, they display as individual line items in the main directory as well as being grouped under the headings: Microsoft Dynamics CRM and Microsoft Dynamics CRM Contacts: To search for a Microsoft Dynamics CRM contact or account, use the Directory search procedures (see "Directory" on page 152). To open an Microsoft Dynamics CRM contact or account, right-click the line item and select Open Microsoft Dynamics CRM from the pop-up menu.

170 Directory 170 The Microsoft Dynamics CRM customer record appears: If required, edit the customer record and click Save and Close. To refresh Contact Center Express Desktop's directory, click Search. Note: Updates from Microsoft Dynamics CRM to ASContact Database automatically occur in realtime due to the work of the <ms_dynamics_crm_phonebook_synchronizer>, which is installed on the Microsoft Dynamics CRM Server.

171 171 C HAPTER 8 Session Notes In This Chapter What are Session Notes? Use Session Notes...173

172 Session Notes 172 What are Session Notes? Sometimes you may want to record notes to help you with your day-to-day work that don't specifically relate to a work-item. Instead of opening a separate application like Notepad, you can jot down those notes inside Contact Center Express Desktop using the Session Notes window. These notes are stored by the application (via an.rft file) and reloaded each time you restart, ready for you to use or edit. There are two types of session note files created by Contact Center Express Desktop: SessionnotesAgentID.rtf. If you are logged in as an agent, Contact Center Express Desktop saves your session notes into your own agent-specific file named after your agent ID, SessionnotesAgentID.rtf. Sessionnotes.rft. If you are not logged in as an agent, Contact Center Express Desktop saves your session notes into a file named Sessionnotes.rtf. Whether or not there is one Sessionnotes.rtf for everyone to share or an individual file for every user of your machine depends on the file location defined in Contact Center Express Desktop's configuration. If the file location is the machine's My Documents folder (the default file path when the File Location parameter is left blank), then no matter who logs into the machine (as long as their logon is unique), their Sessionnotes.rtf will be unique as well. If the file location is changed, Contact Center Express Desktop displays the same Sessionnotes.rtf to all users of your machine. Session Notes is a simple text editor that offers similar functionality to Notepad. It allows you to select, copy, cut and paste text, as well as print. In addition, you can dial a phone number that appears inside your notes and spell check your work as you type.

173 Session Notes 173 Use Session Notes To create (or add to existing) session notes: 1 Hover the mouse over (or click) the auto-hide tab to expand the Session Notes tool window into view. (When you first open Contact Center Express Desktop, your previously worked-on Session Notes automatically load as an auto-hide tab on the right edge of the screen.) If you are: logged in to receive calls, Contact Center Express Desktop displays the contents of the SessionnotesAgentID.rtf file - your personal session notes. not logged in, Contact Center Express Desktop displays the contents of the Sessionnotes.rtf file - session notes that may or may not be viewable to all users who log on to your machine. If the path location for storing this file is defined as the machine's My Documents folder and your machine logon is unique, this file will also display your own, personal session notes. If the location has been changed, the contents of the file are shared by all users who log onto your machine. 2 Type your work-related notes in the Session Notes tool window. If you want to insert AutoText, click the arrow beside and select a phrase from the drop-down menu. Note: To use AutoText you have to have a work item open but it doesn't need to be associated with the notes you are writing. 3 To insert a dividing line between notes as you record them during the day, hold down the underline or full stop key on your keyboard. 4 To copy your notes for pasting into another document: a) Select the text (if you want to select all the text, press the Ctrl+A keys or right-click the window and select Select All from the pop-up menu). b) Press the Ctrl+C keys or right-click the window and select Copy from the pop-up menu. c) Open the other document. Press the Ctrl+P keys or right-click the window and select Paste from the pop-up menu. Note: You can also paste text from another document into your Session Notes window. To undo a paste action, press the Ctrl+Z keys. To redo a paste action, press the Ctrl+Y keys. You can also paste images, like error log windows, into your session notes. 5 To dial a phone number that appears in your Session Notes:

174 Session Notes 174 a) Select the phone number. b) Right-click and select Dial from the pop-up menu. Contact Center Express Desktop immediately makes an outgoing call to the number you select. c) Once the call is answered, you can use the Telephony toolbar to hold, transfer, conference or end the call. 6 To print your session notes: a) Either: Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. 7 To spell check: a single word in your text, right-click any word that displays with a red underline. the entire set of notes, click. The Spelling dialog box appears. If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. When the 'Spelling check is complete' message appears, click OK. 8 To save your session notes and minimize the window when you're not using it, click on the title bar. Note: If you enable automatic saving in Contact Center Express Desktop's configuration, your notes will be saved more frequently at the interval you specify. If you close Contact Center Express Desktop without saving your session notes, Contact Center Express Desktop automatically does the save for you.

175 175 C HAPTER 9 History In This Chapter What is the History tab? View Your Work History View Customer's Conversation History...180

176 History 176 What is the History tab? Sometimes you may need to view or change information in an old work item related to your current customer: The History tab allows you to: Open a previously closed work item so you can remember the customer's situation or issue Open a previously closed work item and perform some action, such as replying to an work item or calling a customer from a preview contact work item. View the conversation history of the customer you are currently dealing with. The History Plug-in retrieves its information from the Interaction Data Server - View. The information it presents relates to conversations and interactions. An interaction is a work item that has been through several states (eg, created, queued, delivered, established, closed and suspended). A conversation is the name given to a collection of related interactions. Each conversation and interaction has its own ID number. A customer also has its own ID. This could be their name, account number or any other text.

177 History 177 View Your Work History The Agent History tab displays a list of work items that you (or another agent you specify) have previously worked on. It gives you the ability to search for work items based on type ( , preview contact or simple messaging), age and state. To view work items you have previously worked on: 1 Click the Agent History button. 2 Type your agent ID in the Agent ID text box. Note: If the Allow Search Other Agents parameter has been enabled in Contact Center Express Desktop's configuration, you can also search for the work items of another agent. 3 Select the work item type you want to display. 4 In the Days old text box, type a number that defines up to how many days old displayed work items can be. 5 Select the states searched work items can be in. 6 Click the Search button.

178 History 178 Work items (referred to as interactions) are grouped according to the conversation they belong to. Each conversation has its own ID number. 7 To view a work item (and if necessary perform an action on it): a) Right-click the line item and select Open Interaction from the pop-up menu. b) If required, perform an action, such as replying to an work item or calling a customer from a preview contact work item. Note: You cannot change a work item. 8 To view the history of a particular work item, including the states it has been through (eg, created, queued, delivered, established, retrieved, closed and suspended), right-click the line item and select Get Interaction History from the pop-up menu.

179 The history displays in the segment history panel. History 179

180 History 180 View Customer's Conversation History The Customer History tab displays the conversation and interaction history of the customer you are currently dealing with. To view other conversations or interactions relating to your current customer: 1 Click the Customer History button. 2 To display the conversation history of the customer you are currently dealing with, tick Retrieve the conversation history when a new work item is delivered. This will display information on all previous conversations associated with this contact as well as the current conversation. 3 To display the interaction history of the current conversation, tick Retrieve the interaction history when a new work item is delivered. 4 Type or select a number that defines up to how many days old displayed items can be. The following image is an example of the information that is shown via the Customer History window when a work item is received.

181 History 181 Note: If a customer ID displays (see Customer ID field), this indicates the customer has been matched with a contact record in the ASContact Database.

182 182 C HAPTER 10 Presence In This Chapter What is Presence? Using Presence...184

183 Presence 183 What is Presence? Presence allows an agent to monitor the activity of other call center agents or staff they work closely with. It retrieves its information from the Interaction Data Server - View. Presence is by default installed on the bottom left of the Contact Center Express desktop. A quick mouse-over this tab and the Presence window will provide an array of details as to an agents availability as well as contact information: Presence allows you to monitor a group and several tabbed sub-groups and people within those groups. For detailed configuration information Presence (on page 30)

184 Presence 184 Using Presence To adjust how your Presence window displays data: The top right of the presence window gives you some display options. 1 To turn Auto-Hide on and off: 2 For other window display options:

185 Presence To change where the Presence window resides, first ensure that Auto-Hide is turned off. Then leftclick over the top Presence tab with your mouse - this will enable positional markers to appear on the Contact Center Express desktop. 4 Then simply drag the Presence tab to your desired position. Once you've done this, you may again choose to Auto-Hide the tab at it's new location (although to move it again, you will need it docked). Have a play with this functionality - you'll find that it's great to be able to view Presence in the way you most prefer. To contact any of the agents displayed in Presence simply right-click anyway along their information line to reveal various options to call, transfer or engage conference options.

186 Wallboard Wallboard 186

187 Wallboard 187 What is Wallboard? Wallboard is a useful information ticker of sorts that gives you the ability to quickly view pre-defined statistical data on selected agents. By default it is located on the top right of the Contact Center Express desktop. You can very simply configure how Wallboard is displayed, just like you can with Presence using the icons on the top right of the tab.

188 188 C HAPTER 11 Multimedia In This Chapter Process Work Items Process Preview Contact Work Items Process MSN Messenger Work Items Process AOL-ICQ Instant Messenger Work Items Process Short Message Service Work Items Process Web Chat Work Items Process Microsoft Dynamics CRM Activities...232

189 Multimedia 189 Process Work Items To receive and process work items: 1 Start Contact Center Express Desktop, log in and make yourself available to receive work items. 2 To answer the call, either: Click, or Click the text on the alert at the bottom right-hand corner of your desktop. A work item like the following appears: If the customer has been matched with a contact record in the ASContact Database, a vertical contact tab appears as part of the work item. While handling this inquiry, you may want to click this tab and edit the customer's contact record (see "Edit Contact" on page 166). If the customer has not been matched with a contact record, you may want to create a new contact record and associate it with this work item (see "Add Contact" on page 163). Next time your customer makes contact, their contact record should automatically display as part of the work item. If your company has enabled Microsoft Dynamics CRM Plug-in, Contact Center Express Desktop will try to match details of the incoming work item to one of the Microsoft Dynamics CRM account or contact records. If it doesn't find a match, Microsoft Dynamics CRM Plug-in behaves according to its configuration settings; it either does nothing or it opens a blank contact or account record (as the vertical tab on the work item) for you to fill in. If it finds a match, the contact's record displays for you to view or edit.

190 Multimedia If the has an attachment, double-click the file in the Attachments field. Note: Contact Center Express Desktop supports the following attachment types:.zip,.tar,.pdf,.jpg,.tif,.txt,.doc,.xls,.htm,.vsd,.exe,.lvp,.wav,.mp3. 4 If you want to reply to the a) Either: Click, or Select > Reply from the menu bar, or Press the Alt+R keys. Note: If the Include Original parameter in Media Store's configuration is enabled, Contact Center Express Desktop automatically inserts the content of the original into the reply. If Edit Original is enabled, the original appears in the same (editable) window as the replied message. If disabled, the window is split with the original in the bottom (non-editable) pane and the replied message in the top (editable) pane. b) If you want to insert the content of an template, click where you want the text to appear, select the template from the Template window (this will allow you to preview the content) and click Add Template.

191 Multimedia 191 c) Type your message in the message box. Note: You can type a maximum of 32 kilobytes of information. 5 To insert a pre-defined phrase into the body of your work item: a) Place the cursor where you want the phrase to appear. b) Click the arrow beside and select a key from the drop-down menu. Note: If auto text previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be inserted into your work item. 6 To spell check a single word in your text: a) Right-click any word that displays with a red underline. Note: Contact Center Express Desktop automatically uses the dictionary specified in its configuration via the Dictionary File Name parameter. b) Select the correct spelling. 7 To spell check your entire message or paragraph of notes: a) Either:

192 Multimedia 192 Click, or Select Edit > Spell Check from the menu bar, or Press the F7 key. The Spelling dialog box appears: b) If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. c) When the 'Spelling check is complete' message appears, click OK. 8 If you want to send the message to another recipient: a) Search for the contact's record in the directory table. For search instructions, see Search for Name on page 159. b) Right-click the contact record and select Send to > address from the pop-up menu. c) If you want to send a copy of the message to another recipient (and the recipient's name is visible to other recipients of the message), right-click the contact record and select Cc to > address from the pop-up menu. d) If you want to send a copy of the message to another recipient (and the recipient's name is not visible to other recipients of the message), right-click the contact record and select Bcc to > address from the pop-up menu. 9 If you want to attach a file:

193 Multimedia 193 a) Click or select > Attach from the menu bar. b) Browse to the file and click the Open button. Note: Contact Center Express Desktop supports the following attachment types:.zip,.tar,.pdf,.jpg,.tif,.txt,.doc,.xls,.htm,.vsd,.exe,.lvp,.wav,.mp3. 10 To send your reply and return to the original work item, either: Click or Select > Send from the menu bar, or Press the Alt+S keys. 11 To forward the to a resident expert: a) Click or select > Forward to resident expert from the menu bar. b) Search for the contact's record in the directory table. For search instructions, see Search for Name on page 159. c) Right-click the contact record and select Send to > address from the pop-up menu. d) To make sure the reply from the resident expert goes straight to the customer, tick the Reply Directly to Customer check box. If unticked, the resident expert's reply will be sent to the Media Director for redistribution to the next available agent.

194 Multimedia 194 e) If you want to insert the content of an template, click where you want the text to appear, select the template from the Template window and click Add Template. f) Type your message in the message box. g) Click or press the Alt+S keys. 12 To suspend a work item so it goes back to Media Director and is sent to an agent at a later date/time: a) Click the drop-down arrow beside and select the date you want the suspension to be lifted. b) Type why you want to suspend the work item in the Reason text box. c) Type the ID of the agent that is preferred to handle this work item when the suspension is lifted. d) Click OK. Once you have processed an by either forwarding, replying or suspending it, you will go back into either Available or After Call Work mode. If you logged in using Auto-In, Contact Center Express Desktop automatically places you back in Available mode. If you logged in using Manual-In, Contact Center Express Desktop automatically places you in After Call Work mode. To make yourself available to receive another call, click. 13 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. 14 To record notes for this work item:

195 Multimedia 195 a) Type your notes in the bottom field of the Work Item Notes window. Contact Center Express Desktop automatically saves the notes, giving the line item in the top window a date and time. If your work item has a history of previously made notes, those notes will automatically display when you select the work item. By default, notes are presented in chronological order, with the oldest data at the top and the newest at the bottom. To change the dated order, click 15 To edit an existing note, simply type over it. Note: You can only edit a note you created. 16 To print all the information related to your selected work item: a) Either: Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. c) If you have more than one window associated with the work item open, the information from each window prints. Window information is separated by a line on the printed page. 17 To view the conversation history of this customer, or to retrieve a work item that was previously suspended or closed, go to the History window (see "View Your Work History" on page 177). 18 To close the work item, click.

196 Multimedia 196

197 Multimedia 197 Process Preview Contact Work Items To effectively process Preview Contact work items, it is recommended that the Bring Forward Work Item If Call Answered By Other Means parameter in Contact Center Express Desktop's configuration is disabled. To receive and process preview contact work items: 1 Start Contact Center Express Desktop, log in and make yourself available to receive work items. 2 To answer the call, either: Click, or Click the text on the alert at the bottom right-hand corner of your desktop. 3 A work item like the following appears: The first phone number in the contact details list automatically appears in the dial text box. If Smart Dial is enabled, Contact Center Express Desktop automatically adds any required national, international or outside line access codes to the number. It also removes any unnecessary national and international access codes. 4 To call the customer, click.

198 Multimedia 198 Contact Center Express Desktop places the original call on hold and makes an outgoing call to the customer. 5 If the line is engaged or the person doesn't answer the call, click the outgoing call tab so it is brought to the front and click. Warning: Do not click when you have your original call in front because you will close your work item. 6 If the customer answers, read the campaign prompt. 7 When you have finished the call, click the outgoing call tab so it is brought to the front and click. Warning: Do not click when you have your original call in front because you will close your work item. 8 To suspend a work item so it goes back to Media Director and is sent to an agent at a later date/time: a) Click the drop-down arrow beside and select the date you want the suspension to be lifted. b) Type why you want to suspend the work item in the Reason text box. c) Type the ID of the agent that is preferred to handle this work item when the suspension is lifted. d) Click OK. 9 To insert a pre-defined phrase into the body of your work item: a) Place the cursor where you want the phrase to appear. b) Click the arrow beside and select a key from the drop-down menu. Note: If auto text previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be inserted into your work item. 10 To record notes for this work item:

199 Multimedia 199 a) Type your notes in the bottom field of the Work Item Notes window. Contact Center Express Desktop automatically saves the notes, giving the line item in the top window a date and time. If your work item has a history of previously made notes, those notes will automatically display when you select the work item. By default, notes are presented in chronological order, with the oldest data at the top and the newest at the bottom. To change the dated order, click 11 To edit an existing note, simply type over it. Note: You can only edit a note you created. 12 To spell check a single word in your text: a) Right-click any word that displays with a red underline. Note: Contact Center Express Desktop automatically uses the dictionary specified in its configuration via the Dictionary File Name parameter. b) Select the correct spelling. 13 To spell check your entire message or paragraph of notes:

200 Multimedia 200 a) Either: Click, or Select Edit > Spell Check from the menu bar, or Press the F7 key. The Spelling dialog box appears: b) If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. c) When the 'Spelling check is complete' message appears, click OK. 14 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. 15 If you want to add or update any additional information associated with this contact, do so in the Additional Information section of the work item. 16 To print all the information related to your selected work item: a) Either:

201 Multimedia 201 Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. If you have more than one window associated with the work item open, the information from each window prints. Window information is separated by a line on the printed page. 17 To view the conversation history of this customer, or to retrieve a work item that was previously suspended or closed, go to the History window (see "View Your Work History" on page 177). 18 To record the outcome of your customer interaction and to close the work item, click the dropdown arrow beside and select an option. Options are: 1 Completed Success. The customer was contacted and the work completed successfully. 2 Completed Failed. The attempt to reach this contact failed. This task will be retried with future campaign schedules. 3 Completed No Retry. The customer was contacted and the work completed successfully. Further attempts to reach this contact should not be made (eg, at the contact's request). 4 Failed. The attempt to reach this contact failed. Further campaign schedules should not attempt to reach this contact (eg, contact phone numbers are invalid). Note: You can alternatively click to close the work item. If you do this, the option 1 Completed Success is selected by default. If you logged in using Auto-In, Contact Center Express Desktop automatically places you back in Available mode. If you logged in using Manual-In, Contact Center Express Desktop automatically places you in After Call Work mode. To make yourself available to receive another work item, click. Warning: If at any time during an active call you click the tab for the outgoing call and then click back to the original work item, your outgoing call may be put on hold. To resume the call, you will need to re-click the outgoing call tab.

202 Multimedia 202 Process MSN Messenger Work Items To receive and process MSN Messenger work items: 1 Start Contact Center Express Desktop, log in and make yourself available to receive work items. Customer When a customer logs into MSN Messenger, they must add one of your company addresses to their contacts list. The nick name given to that address in MSN Messenger Gateway's configuration automatically appears. To initiate the conversation, the customer double-clicks your company login. MSN Messenger Gateway transports the request to Simple Messaging Media Store which creates a work item and passes it to Media Director for agent distribution.

203 Multimedia 203 The customer is kept informed as the conversation request is processed by your contact center. Once the request is accepted by an agent, the customer is asked to start the conversation: The customer types a line of text and clicks Send. 2 To answer the call, either:

204 Multimedia 204 Click, or Click the text on the alert at the bottom right-hand corner of your desktop. A work item like the following appears: If the customer has been matched with a contact record in the ASContact Database, a vertical contact tab appears as part of the work item. While handling this inquiry, you may want to click this tab and edit the customer's contact record (see "Edit Contact" on page 166). If the customer has not been matched with a contact record, you may want to create a new contact record and associate it with this work item (see "Add Contact" on page 163). Next time your customer makes contact, their contact record should automatically display as part of the work item. If your company has enabled Microsoft Dynamics CRM Plug-in, Contact Center Express Desktop will try to match details of the incoming work item to one of the Microsoft Dynamics CRM account or contact records. If it doesn't find a match, Microsoft Dynamics CRM Plug-in behaves according to its configuration settings; it either does nothing or it opens a blank contact or account record (as the vertical tab on the work item) for you to fill in. If it finds a match, the contact's record displays for you to view or edit. 3 Type a response in the message box. 4 To insert a pre-defined phrase into the body of your work item: a) Place the cursor where you want the phrase to appear. b) Click the arrow beside and select a key from the drop-down menu. Note: If auto text previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be inserted into your work item. 5 To spell check a single word in your text:

205 Multimedia 205 a) Right-click any word that displays with a red underline. Note: Contact Center Express Desktop automatically uses the dictionary specified in its configuration via the Dictionary File Name parameter. b) Select the correct spelling. 6 To spell check your entire message or paragraph of notes: a) Either: Click, or Select Edit > Spell Check from the menu bar, or Press the F7 key. The Spelling dialog box appears: b) If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. c) When the 'Spelling check is complete' message appears, click OK.

206 Multimedia Click the Send button. The customer types a reply and clicks Send.

207 Multimedia Repeat the above steps until the web chat conversation is finished. 9 To record notes for this work item:

208 Multimedia 208 a) Type your notes in the bottom field of the Work Item Notes window. Contact Center Express Desktop automatically saves the notes, giving the line item in the top window a date and time. If your work item has a history of previously made notes, those notes will automatically display when you select the work item. By default, notes are presented in chronological order, with the oldest data at the top and the newest at the bottom. To change the dated order, click 10 To edit an existing note, simply type over it. Note: You can only edit a note you created. 11 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. 12 To view the conversation history of this customer, or to retrieve a work item that was previously suspended or closed, go to the History window (see "View Your Work History" on page 177). 13 To print all the information related to your selected work item: a) Either:

209 Multimedia 209 Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. If you have more than one window associated with the work item open, the information from each window prints. Window information is separated by a line on the printed page. 14 If you want to close the work item and end the call, click. 15 If you want to answer another call but continue your instant message conversation: a) Click to release the call and make your station available. If you logged in using Auto-In, Contact Center Express Desktop automatically places you back in Available mode. If you logged in using Manual-In, Contact Center Express Desktop automatically places you in After Call Work mode. To make yourself available to receive another work item, click. You can use this method of releasing each call to receive and work on several work items at once. b) To toggle between several work items, click the work item tabs. 16 To close the work item, click. Note: Contact Center Express Desktop will successfully display emoticons (graphical expressions like a smiley face) sent from the client's instant messaging application. What's more, you can send an emoticon back to the user if you type the keyboard combination associated with that emoticon, for example, :).

210 Multimedia 210 Process AOL-ICQ Instant Messenger Work Items To receive and process AOL or ICQ Instant Messenger work items: 1 Start Contact Center Express Desktop, log in and make yourself available to receive work items. Customer When a customer logs into AOL or ICQ Instant Messenger, they must add one of your company services to their buddy list. The nick name given to that service in AOL-ICQ Instant Messenger Gateway's configuration automatically appears.

211 Multimedia 211 To initiate the conversation, the customer double-clicks the service they want to contact. When the Instant Message dialog box appears, they type a question and click Send. AOL-ICQ Instant Messenger Gateway transports the request to Simple Messaging Media Store which creates a work item and passes it to Media Director for agent distribution. 2 To answer the call, either: Click, or

212 Multimedia 212 Click the text on the alert at the bottom right-hand corner of your desktop. A work item like the following appears: If the customer has been matched with a contact record in the ASContact Database, a vertical contact tab appears as part of the work item. While handling this inquiry, you may want to click this tab and edit the customer's contact record (see "Edit Contact" on page 166). If the customer has not been matched with a contact record, you may want to create a new contact record and associate it with this work item (see "Add Contact" on page 163). Next time your customer makes contact, their contact record should automatically display as part of the work item. If your company has enabled Microsoft Dynamics CRM Plug-in, Contact Center Express Desktop will try to match details of the incoming work item to one of the Microsoft Dynamics CRM account or contact records. If it doesn't find a match, Microsoft Dynamics CRM Plug-in behaves according to its configuration settings; it either does nothing or it opens a blank contact or account record (as the vertical tab on the work item) for you to fill in. If it finds a match, the contact's record displays for you to view or edit. 3 Type a response in the message box. 4 To insert a pre-defined phrase into the body of your work item: a) Place the cursor where you want the phrase to appear. b) Click the arrow beside and select a key from the drop-down menu. Note: If auto text previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be inserted into your work item. 5 To spell check a single word in your text:

213 Multimedia 213 a) Right-click any word that displays with a red underline. Note: Contact Center Express Desktop automatically uses the dictionary specified in its configuration via the Dictionary File Name parameter. b) Select the correct spelling. 6 To spell check your entire message or paragraph of notes: a) Either: Click, or Select Edit > Spell Check from the menu bar, or Press the F7 key. The Spelling dialog box appears: b) If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. When the 'Spelling check is complete' message appears, click OK.

214 Multimedia Click the Send button. The customer types a reply and clicks Send.

215 Multimedia Repeat the above steps until the web chat conversation is finished. 9 To record notes for this work item:

216 Multimedia 216 a) Type your notes in the bottom field of the Work Item Notes window. Contact Center Express Desktop automatically saves the notes, giving the line item in the top window a date and time. If your work item has a history of previously made notes, those notes will automatically display when you select the work item. By default, notes are presented in chronological order, with the oldest data at the top and the newest at the bottom. To change the dated order, click 10 To edit an existing note, simply type over it. Note: You can only edit a note you created. 11 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. 12 To view the conversation history of this customer, or to retrieve a work item that was previously suspended or closed, go to the History window (see "View Your Work History" on page 177). 13 To print all the information related to your selected work item: a) Either:

217 Multimedia 217 Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. If you have more than one window associated with the work item open, the information from each window prints. Window information is separated by a line on the printed page. 14 If you want to close the work item and end the call, click. 15 If you want to answer another call but continue your instant message conversation: a) Click to release the call and make your station available. If you logged in using Auto-In, Contact Center Express Desktop automatically places you back in Available mode. If you logged in using Manual-In, Contact Center Express Desktop automatically places you in After Call Work mode. To make yourself available to receive another work item, click. You can use this method of releasing each call to receive and work on several work items at once. b) To toggle between several work items, click the work item tabs. 16 To close the work item, click. Note: Contact Center Express Desktop will successfully display emoticons (graphical expressions like a smiley face) sent from the client's instant messaging application. What's more, you can send an emoticon back to the user if you type the keyboard combination associated with that emoticon, for example, :).

218 Multimedia 218 Process Short Message Service Work Items To receive and process SMS work items: 1 Start Contact Center Express Desktop, log in and make yourself available to receive work items. Customer To initiate a conversation, the customer sends a SMS text to your contact center from their mobile. Short Message Service Gateway transports the request to Simple Messaging Media Store which creates a work item and passes it to Media Director for agent distribution. 2 To answer the call, either: Click, or Click the text on the alert at the bottom right-hand corner of your desktop. A work item like the following appears: If the customer has been matched with a contact record in the ASContact Database, a vertical contact tab appears as part of the work item. While handling this inquiry, you may want to click this tab and edit the customer's contact record (see "Edit Contact" on page 166). If the customer has not been matched with a contact record, you may want to create a new contact record and associate it with this work item (see "Add Contact" on page 163). Next time your customer makes contact, their contact record should automatically display as part of the work item. If your company has enabled Microsoft Dynamics CRM Plug-in, Contact Center Express Desktop will try to match details of the incoming work item to one of the Microsoft Dynamics CRM account or contact records. If it doesn't find a match, Microsoft Dynamics CRM Plug-in behaves according to its configuration settings; it either does nothing or it opens a blank contact or account record (as the vertical tab on the work item) for you to fill in. If it finds a match, the contact's record displays for you to view or edit. 3 Type a response in the message box. 4 To insert a pre-defined phrase into the body of your work item:

219 Multimedia 219 a) Place the cursor where you want the phrase to appear. b) Click the arrow beside and select a key from the drop-down menu. Note: If auto text previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be inserted into your work item. 5 To spell check a single word in your text: a) Right-click any word that displays with a red underline. Note: Contact Center Express Desktop automatically uses the dictionary specified in its configuration via the Dictionary File Name parameter. b) Select the correct spelling. 6 To spell check your entire message or paragraph of notes: a) Either:

220 Multimedia 220 Click, or Select Edit > Spell Check from the menu bar, or Press the F7 key. The Spelling dialog box appears: b) If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. c) When the 'Spelling check is complete' message appears, click OK. 7 Click the Send button. Because you do not know how long it will take for the customer to reply, you can end the call (thereby enabling you to receive a new call) but keep the work item open. 8 To end the call but keep the work item open, click. If you logged in using Auto-In, Contact Center Express Desktop automatically places you back in Available mode. If you logged in using Manual-In, Contact Center Express Desktop automatically places you in After Call Work mode. To make yourself available to receive another work item, click. Note: You can use this method of releasing each call to receive and work on several work items at once. 9 When the customer from your original SMS work item replies, their work item tab alerts with moving right-pointing arrows. 10 Click the work item tab and reply to their message.

221 Multimedia Repeat the above steps until the conversation is finished. Before you close the work item, you may want to save some notes about the customer's query or print out information from the work item. 12 To record notes for this work item:

222 Multimedia 222 a) Type your notes in the bottom field of the Work Item Notes window. Contact Center Express Desktop automatically saves the notes, giving the line item in the top window a date and time. If your work item has a history of previously made notes, those notes will automatically display when you select the work item. By default, notes are presented in chronological order, with the oldest data at the top and the newest at the bottom. To change the dated order, click 13 To edit an existing note, simply type over it. Note: You can only edit a note you created. 14 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. 15 To view the conversation history of this customer, or to retrieve a work item that was previously suspended or closed, go to the History window (see "View Your Work History" on page 177). 16 To print all the information related to your selected work item: a) Either:

223 Multimedia 223 Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. If you have more than one window associated with the work item open, the information from each window prints. Window information is separated by a line on the printed page. 17 To close the work item, click.

224 Multimedia 224 Process Web Chat Work Items To receive and process web chat work items: 1 Start Contact Center Express Desktop, log in and make yourself available to receive work items. Customer When a customer visits your contact center's internet site and clicks the link for a live web-based conversation, they are presented with the following Contact Center Express Web Chat interface. (Note: This web-chat application is supplied with the Contact Center Express DVD and must be installed on your contact center's web server.)

225 Multimedia 225 To initiate the conversation, the customer will type a user name, question (optional) and click the Launch conversation button. Web Chat Gateway transports the request to Simple Messaging Media Store which creates a work item and passes it to Media Director for agent distribution. 2 To answer the call, either: Click, or Click the text on the alert at the bottom right-hand corner of your desktop.

226 Multimedia 226 A work item like the following appears: If the customer has been matched with a contact record in the ASContact Database, a vertical contact tab appears as part of the work item. While handling this inquiry, you may want to click this tab and edit the customer's contact record (see "Edit Contact" on page 166). If the customer has not been matched with a contact record, you may want to create a new contact record and associate it with this work item (see "Add Contact" on page 163). Next time your customer makes contact, their contact record should automatically display as part of the work item. If your company has enabled Microsoft Dynamics CRM Plug-in, Contact Center Express Desktop will try to match details of the incoming work item to one of the Microsoft Dynamics CRM account or contact records. If it doesn't find a match, Microsoft Dynamics CRM Plug-in behaves according to its configuration settings; it either does nothing or it opens a blank contact or account record (as the vertical tab on the work item) for you to fill in. If it finds a match, the contact's record displays for you to view or edit. 3 Type a response in the message box. 4 To insert a pre-defined phrase into the body of your work item: a) Place the cursor where you want the phrase to appear. b) Click the arrow beside and select a key from the drop-down menu. Note: If auto text previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be inserted into your work item. 5 To spell check a single word in your text:

227 Multimedia 227 a) Right-click any word that displays with a red underline. Note: Contact Center Express Desktop automatically uses the dictionary specified in its configuration via the Dictionary File Name parameter. b) Select the correct spelling. 6 To spell check your entire message or paragraph of notes: a) Either: Click, or Select Edit > Spell Check from the menu bar, or Press the F7 key. The Spelling dialog box appears: b) If Contact Center Express Desktop finds a possible spelling error, ignore or accept the suggested change. c) When the 'Spelling check is complete' message appears, click OK.

228 Multimedia Click the Send button. The customer types a reply and clicks Send.

229 Multimedia Repeat the above steps until the web chat conversation is finished. 9 To record notes for this work item:

230 Multimedia 230 a) Type your notes in the bottom field of the Work Item Notes window. Contact Center Express Desktop automatically saves the notes, giving the line item in the top window a date and time. If your work item has a history of previously made notes, those notes will automatically display when you select the work item. By default, notes are presented in chronological order, with the oldest data at the top and the newest at the bottom. To change the dated order, click 10 To edit an existing note, simply type over it. Note: You can only edit a note you created. 11 To assign a work code to your work item, click the arrow beside and select a key from the drop-down menu. Note: If work code previewing is enabled, hover your mouse over the key for a minimum of two seconds to preview the value that will be assigned to your work item. 12 To view the conversation history of this customer, or to retrieve a work item that was previously suspended or closed, go to the History window (see "View Your Work History" on page 177). 13 To print all the information related to your selected work item: a) Either:

231 Multimedia 231 Click or, Select Edit > Print from the menu bar, or Press the Ctrl+P keys. The Print dialog box appears. b) Make your printing selections and click Print. If you have more than one window associated with the work item open, the information from each window prints. Window information is separated by a line on the printed page. 14 If you want to answer another call but continue your web chat conversation: a) Click to release the call and make your station available. If you logged in using Auto-In, Contact Center Express Desktop automatically places you back in Available mode. If you logged in using Manual-In, Contact Center Express Desktop automatically places you in After Call Work mode. To make yourself available to receive another work item, click. You can use this method of releasing each call to receive and work on several work items at once. b) To toggle between several work items, click the work item tabs. 15 To close the work item, click.

232 Multimedia 232 Process Microsoft Dynamics CRM Activities If your company has enabled Microsoft Dynamics CRM Plug-in, you can receive Microsoft Dynamics CRM activities (task, , fax, letter, phone call, campaign response, campaign activity, case, appointment or service) via Contact Center Express Desktop. Receiving a Microsoft Dynamics CRM activity is the same as receiving a normal Contact Center Express work item; you either click or the text alert at the bottom right-hand corner of your screen. Once the activity is displayed, you complete it as you would if you were working directly within Microsoft Dynamics CRM.