exchange Call Center Agent Guide

Transcription

1 exchange Call Center Agent Guide Version 4.6 NBX System Release Part Number: Published April 2009

2 3Com Corporation, 350 Campus Drive, Marlborough MA Copyright 2009, 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation. 3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change. 3Com Corporation provides this documentation without warranty, term, or condition of any kind, either implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time. If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or!license.txt. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you. UNITED STATES GOVERNMENT LEGEND If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following: All technical data and computer software are commercial in nature and developed solely at private expense. Software is delivered as Commercial Computer Software as defined in DFARS (June 1995) or as a commercial item as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR (Nov 1995) or FAR (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this guide. Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries. 3Com, the 3Com logo, NBX, and SuperStack are registered trademarks of 3Com Corporation. NBX NetSet, pcxset, and VCX are trademarks of 3Com Corporation. Adobe is a trademark and Adobe Acrobat is a registered trademark of Adobe Systems Incorporated. Microsoft, Windows, Windows 2000, Windows NT, and Microsoft Word are registered trademarks of Microsoft Corporation. All other company and product names may be trademarks of the respective companies with which they are associated. 2 3Com exchange Call Center Agent 4.6 User Guide

3 CONTENTS ABOUT THIS GUIDE 5 Conventions 5 Related Documentation 5 Documentation Comments 6 Disclaimers 6 CHAPTER 1: EXCHANGE AGENT OVERVIEW 7 Features 7 CHAPTER 2: THE EXCHANGE AGENT LOGON WINDOW AND TOOLBAR 9 The exchange Agent Application Logon Window 9 The exchange Agent Application Toolbar 10 Status Bar 11 Telephony Operations 12 ACD Operations 17 Window Operations 20 Other Operations 21 CHAPTER 3: CUSTOMIZING THE EXCHANGE AGENT APPLICATION TOOLBAR 23 The Setup Window Toolbar Tab 23 Accessing the Setup Window Toolbar Tab 23 Using the Setup Window Toolbar Tab 24 Additional Actions for Toolbar Buttons 25 CHAPTER 4: WINDOWS 27 The Setup Window Extension and Address Tab 27 Accessing the Setup Extension or Address Tab 27 Defining the Extension Number or Server Address 28 The Setup Window Ring tab 28 The Calls Log Window 29 Accessing the Calls Log Window 30 3Com exchange Call Center Agent 4.6 User Guide 3

4 Procedures Using the Calls Log Window 31 The Calls Status Window 32 Accessing the Calls Status Window 32 Columns in the Calls Status Window 32 Procedures Available from the Calls Status Window 33 The Telephony Window 34 Accessing the Telephony Window 35 Procedures Available from the Telephony Window 35 The Chat Window 37 CHAPTER 5: DIALOG BOXES 39 Nature of a Dialog Box in exchange Call Center 39 The Call Properties Dialog Box 40 Available Fields in Agent Windows Com exchange Call Center Agent 4.6 User Guide

5 ABOUT THIS GUIDE This guide describes how to use the exchange Agent application. Its audience is the 3Com exchange Call Center administrators and agents. The guide details the components that comprise the system and explains how to use the application. For hands-on information regarding the exchange Agent application, see the Help for each screen. Conventions Table 1 lists conventions that are used throughout this guide. Table 1 Notice Icons Icon Notice Type Description Information note Information that describes important features or instructions Caution Warning Information that alerts you to potential loss of data or potential damage to an application, device, system, or network Information that alerts you to potential personal injury or death Related Documentation These documents are available for the 3Com exchange Call Center system: 3Com exchange Release Notes 3Com exchange Call Center Hardware and Software Guidelines 3Com exchange Call Center Installation and Getting Started Guide 3Com exchange Call Center Administration Guide 3Com exchange Call Center Visor User Guide 3Com exchange Call Center Agent User Guide (this guide) The context-sensitive Help 3Com exchange Call Center Agent 4.6 User Guide 5

6 Documentation Comments Your suggestions are important to us because we want to make our documentation more useful to you. Please send comments about this guide or any of the exchange Call Center documentation and Help systems to: Please include the following information with your comments: Document title Document part number (usually found on the front page) Page number Your name and organization (optional) Example: 3Com exchange Call Center Agent User Guide Part Number Rev AA Page 25 See the Appendix Obtaining Support for Your Product in the exchange Call Center Installation Guide for details on how to register your product and get support from 3Com. Disclaimers The illustrations and other views, telephone displays, and screen captures appearing in this manual are examples used to explain how the application s features and controls are used. What appears in the illustrations may differ from what appears on your actual equipment and may not represent something that is possible in actual operation. The functions that you can use and the information that you can display may differ depending on the telephony state and external equipment connected in your network and exchange system. Therefore, use the illustrations only as guidelines. The names of companies, products, people, characters, and data mentioned in the examples herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted. 6 3Com exchange Call Center Agent 4.6 User Guide

7 CHAPTER 1: EXCHANGE AGENT OVERVIEW The illustrations in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. The exchange Agent is a powerful yet easy-to-use call center software application with a rich set of telephony capabilities, including Answer Call, Hold Call, Transfer Call, as well as specific ACD capabilities, including Call Results, Queued Calls List, and Queued Calls Pickup. Features The exchange Agent application: Interacts with the 3Com exchange Call Center's exchange Visor and exchange Engine modules to enable the agent to maximize performance in the Call Center environment. Has a library of services that enable the application to be integrated with the organization's existing services and database using a Windows DDE interface. This integration allows information to be shared between the systems whenever an ACD call is handled. Contains a customizable toolbar, which provides quick access to frequently performed telephony operations, and application windows. The exchange Agent application has these features: Administrators can customize the application by adding more buttons to the toolbar or by creating shortcut keys to telephony operations. Telephony functions can be assigned to an almost unlimited number of programmable buttons (soft keys). Agents can view the status of all waiting calls. The system can maintain a log of calls that are ringing or have been answered by the agent. 3Com exchange Call Center Agent 4.6 User Guide 7

8 8 3Com exchange Call Center Agent 4.6 User Guide

9 CHAPTER 2: THE EXCHANGE AGENT LOGON WINDOW AND TOOLBAR The illustrations in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. The exchange Agent Application Logon Window From the Windows Start Menu, select Programs > exchange Agent Program Menu, and then double-click the exchange Agent Application icon. A logon dialog box appears, prompting you to specify three parameters: your agent ID, your password and the user interface language. See Figure 1. The third parameter, the agent extension, is usually defined only once, during the first time that you log on. In some environments, such as thin terminals, there is no way to save this parameter internally, so you must fill it in at every log on. Figure 1 exchange Agent Logon Window If you are authorized, the exchange Agent Application Toolbar opens and you have access to the application. 3Com exchange Call Center Agent 4.6 User Guide 9

10 Pay careful attention to the details that you enter in the exchange Agent Logon window. Enter the exact Agent ID and password that you received from the System Administrator to prevent confusion between agents and extensions. The exchange Agent Application Toolbar When you have successfully logged on, the application displays the exchange Agent Application Toolbar, shown in Figure 2. Its buttons provide quick access to frequently used operations and application windows. See 10 3Com exchange Call Center Agent 4.6 User Guide

11 Chapter 3: Customizing the exchange Agent Application Toolbar for more information. Figure 2 Typical exchange Agent Toolbar Use the toolbar to perform any telephony and ACD operations from your desktop with a quick click of a button. Use it also to access special features of the exchange Agent Application, such as the Calls Log Window. You can perform these types of operations from the toolbar, as described in this chapter: Telephony Operations ACD Operations Window Operations Other Operations Status Bar The status bar along the bottom of the toolbar shows information about current activities. Example: When a call is coming in, the status bar displays information about the source and destination of the call. It also changes color to give you a visual indication of the current activity. For example, the bar turns yellow to indicate an incoming call. The data that is displayed is the same as the columns that are displayed in the Contact Status window. To change the order of the data displayed, or in order to add / remove data to / from the status bar, the agent should open the Contact Status window and to do the same change in this window. The current activity of the agent means the contacts currently handled by the agent. The agent may simultaneously handle many contacts (any combination of: calls on hold, ringing calls, a connected call, answered mail contacts, chat contacts). In the Contact Status window, there will be a separate line displaying each contact. On the status bar, on the other hand, there will always displayed the parameters of a single contact. Click this button to toggle between the active contacts. Contact Type identifier The followings call type identifier are used to identify the type of the displayed contact 3Com exchange Call Center Agent 4.6 User Guide 11

12 The currently displayed contact is a callback call The currently displayed contact is a web callback call. A web callback call is a callback call that the callback was requested on the Web. The currently displayed contact is a dial list (campaign) call. The currently displayed contact is a callback call to an abandoned caller. The currently displayed contact is an incoming ACD contact. Media Type identifier The followings media type identifiers are used to identify the media type of the displayed contact. The currently displayed contact is a chat contact. The currently displayed contact is an contact. The currently displayed contact is a voice call contact. Telephony Operations You can use the buttons shown in Table 2 to perform a number of telephony operations from the exchange Agent Application Toolbar. See also 12 3Com exchange Call Center Agent 4.6 User Guide

13 Chapter 3: Customizing the exchange Agent Application Toolbar. Table 2 Some buttons request that you give additional information in a dialog box before they can complete their operation. See Chapter 5: Dialog Boxes for more information. Buttons for Available Telephony Operations Make non ACD call Click this button to dial a non ACD call. If the button is pre programmed, The system dials the requested number. If the button is not pre programmed, a Call Destination dialog box is opened. In this dialog box, enter the number you want to call or choose a number from the last dialed list, and click Ok. The system dials the requested number. Note: Each Make non ACD call button on the toolbar can be pre programmed with a specific number. This allows the agent to connect to predefined numbers without having to enter the number every time. Answer an incoming contact Disconnect an active connection This button will blink whenever a contact is ringing at the agent s position. Click this button to answer the contact. Note: If the contact is an contact, the system is waiting for the agent to open her/his client (if not yet opened) and to press the button that downloads the s from the EPIC server Click this button to disconnect the currently active contact. Note: The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Swaps the active voice call with other voice call 3Com exchange Call Center Agent 4.6 User Guide 13

14 Starts supervised transfer of the currently active call When clicking this button, the system put the currently active call on hold and opens the Start Transfer dialog box. Note: The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. In this dialog box, enter the number to transfer the call to, or select it from the drop down list of the previously dialed numbers, and click the Ok. The system dials that number. Use the Complete Transfer button ( ) to complete the transfer or the Reconnect button ( ) to cancel the consultation call and to return to original caller. Note: Each Starts supervised transfer button on the toolbar can be pre programmed with a specific number. This allows the agent to transfer to predefined numbers without having to enter the number every time. Completes supervised transfer of the currently active call Cancel the current call and reconnect to the previously handled call See exact description in the Start Supervised Transfer button description. See exact description in the Start Supervised Transfer button description and in the Start Supervised Conference button description. 14 3Com exchange Call Center Agent 4.6 User Guide

15 Starts supervised conference of the currently active call When clicking this button, the system put the currently active call on hold and opens the Start Conference dialog box. Note: The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. In this dialog box, enter the number to conference the call to, or select it from the drop down list of the previously dialed numbers, and click the Ok. The system dials that number. Use the Complete Conference button ( ) to complete the conference or the Reconnect button ( ) to cancel the consultation call and to return to original caller. Note: Each Starts supervised conference button on the toolbar can be pre programmed with a specific number. This allows the agent to conference to predefined numbers without having to enter the number every time. Completes supervised conference of the currently active call Initiates a non supervised transfer to a destination See exact description in the Start Supervised Conference button description. Click this button to initiate a non supervised transfer of the currently active call to an agent. Note: The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. When clicking it, the Single Step Transfer destination dialog box opens. In this dialog box, enter the number to transfer the call to, or select it from the drop down list of the previously dialed numbers, and click the Ok. The system connects the caller of the currently active call to the destination. Note: Each Single Step Transfer button on the toolbar can be pre programmed with a specific number. This allows the agent to transfer to predefined numbers without having to enter the number every time. 3Com exchange Call Center Agent 4.6 User Guide 15

16 Single step conference Hold Click this button to put the currently active call on hold. Note: The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Retrieve Divert Click this button to retrieve the currently active call from hold. Note: The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. Click this button to divert the currently active (ringing) call to another destination. Note: In some environments, this button will also divert calls that were answered by the agents. The currently active contact is the contact displayed in the status bar. Use the button on the left corner of the status bar to toggle between the contacts handled by the agent. In the Divert Call Destination dialog box that opens, enter the dial number to divert to, or select it from the previously dialed numbers list box and click Ok. Note: Each Divert button on the toolbar can be pre programmed with a specific number. This allows the agent to divert to predefined numbers without having to enter the number every time. / Toggle the agent state between busy/non busy Click this button to notify the routing server about the current state (busy or non-busy). In a busy state, the routing server will not route further call to the agents until the agent will click the button to notify the system that the agent is in a non busy state. Note: This feature is relevant only in a non CTI environment. 16 3Com exchange Call Center Agent 4.6 User Guide

17 Silent Monitoring Barge in ACD Operations The buttons listed in Table 3 can be used to perform a number of ACD operations from the exchange Agent Application Toolbar. See 3Com exchange Call Center Agent 4.6 User Guide 17

18 Chapter 3: Customizing the exchange Agent Application Toolbar for more information. Table 3 Buttons for Available ACD Operations Login to the agent s primary groups The list of groups defined for an agent in the administration is the primary groups of the agent. Click this button to login to all the primary groups in one click. Note: This button reflects the login status to the primary groups. It looks red if the agent is not logged in to the primary groups list and looks green if the agent is logged in to the primary groups list. Clicking this button changes the current state. In addition, the Logout from the agent s primary groups The list of groups defined for an agent in the administration is the primary groups of the agent. Click this button to logout from all the primary groups in one click. Note: This button reflects the login status to the primary groups. It looks red if the agent is not logged in to the primary groups list and looks green if the agent is logged in to the primary groups list. Clicking this button changes the current state. 18 3Com exchange Call Center Agent 4.6 User Guide

19 Release with no code Release with code Click this button to set the agent in a released state with no specific release code. In this state, the agent will not get any ACD contacts. The agent may still receive an ACD call through transfer from another agent in the same group. In this case, the system will resume the agent for the call duration and release it again at the end of the call. Note: the icon on this button toggles between Release with no code and Resume. Click this button to set the agent in a released state with a specific release code. In the dialog box that opens, select from the drop down list the code. In this state, the agent will not get any ACD contacts. The agent may still receive an ACD call through transfer from another agent in the same group. In this case, the system will resume the agent for the call duration and release it again at the end of the call. Note: Each Release with code button on the toolbar can be pre programmed with a specific release code. This allows the agent to release without having to select the release code every time. 3Com exchange Call Center Agent 4.6 User Guide 19

20 Resume Wrap-up Controlled wrap Ready Transfer by agent ID Supervisor Help Click this button to set the agent in a resumed state. In this state, the agent works normally. Note: the icon on this button toggles between Release with no code and Resume. Click this button to enter a wrap up code for a call. In the dialog box that opens, select the required wrap up code from the list. Note: Each Wrap-up button on the toolbar can be pre programmed with a specific wrap-up code. This allows the agent to enter the wrap-up code without having to select the code every time. Click this button to extend the wrap-up time, if the automatic wrap-up time is in-sufficient. Note: The ready button will flash as a reminder to the agent to press it in order to get further ACD calls. Press this button to end the Wrap-up / Controlled Wrap-up state and become available for further ACD calls. Click this button to transfer a contact to another available logged in agent. In the dialog box that opens, select from the drop down list the agent to transfer the call to. Click this button to notify the supervisor that the agent needing help. The indication appears in the supervisor s Real Time Monitoring application. To turn it off, click this button again. Window Operations The buttons listed in Table 4 can be used in the exchange Agent Application Toolbar to perform window operations. See Chapter 4: Windows for more information. Table 4 Buttons for Available Windows Operations Click this button to open the Setup Window. Click this button to open the Contact Status Window. Click this button to open the Contacts Log Window. Click this button to open the Telephony Window. 20 3Com exchange Call Center Agent 4.6 User Guide

21 Click this button to exit the exchange Call Center Agent application Click this button to open the exchange Call Center Agent Online Help Click this button to open the Help About dialog box. In this dialog box the agent can obtain information about the application. Other Operations The button listed in Table 5 can be used in the exchange Agent Application Toolbar to create an Agent Board. Table 5 The Button Available for Other Operations Run a program Click this button to run an external application. The application may be defined using The Program Setup Dialog Box. 3Com exchange Call Center Agent 4.6 User Guide 21

22 22 3Com exchange Call Center Agent 4.6 User Guide

23 CHAPTER 3: CUSTOMIZING THE EXCHANGE AGENT APPLICATION TOOLBAR The illustrations in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. By adding and removing buttons, the Administrator can customize the exchange Agent Application Toolbar to suit each agent's requirements. The Setup Window Toolbar Tab In the Toolbar tab of the Setup window, the agent can view all available buttons and their functionality, and select the ones that you want to add to the toolbar. Accessing the Setup Window Toolbar Tab 1 Click the exchange Agent Setup button in the Agent Application Toolbar. This button is also in the window category of the exchange Agent Setup. 2 Click the Toolbar tab to bring the Toolbar page forward. See Figure 3. Figure 3 exchange Agent Toolbar Configuration Window 3Com exchange Call Center Agent 4.6 User Guide 23

24 Using the Setup Window Toolbar Tab There is no limit to the number of buttons that you can add, and the same button may appear more than once. For example, if your Toolbar contains three Divert Call buttons, you can allocate three destination numbers to which calls can be diverted. Use the Setup tab, shown in Figure 3, to define the toolbar behavior, as described in Table 6. Table 6 Actions Possible in the exchange Agent Toolbar Configuration Window Area Action Results View area Select one or more checkboxes to specify the behavior of the toolbar: Category area Always on top Whether the toolbar stays open on top of all other running applications 2 lines Whether the toolbar displays buttons in one or two lines Large Icons Whether you see large or small icons Status Bar Whether you see the Status Bar (from which you can configure the parameters in the Call Status Window) Auto resize Whether the toolbar resizes itself to fit the number of icons Select which category you would like to view: Telephony, ACD, Window, or Other. As you select each category, available buttons appear that you can add drag-and-drop to your agent toolbar. Area Action Results Available Buttons area Select a button to add to your toolbar. Drag the button to where you want it to appear on the Toolbar. If the selected button has parameters, the related dialog box appears. Enter the required information, and click OK. Description area View a brief description of any selected button. 24 3Com exchange Call Center Agent 4.6 User Guide

25 Additional Actions for Toolbar Buttons You can change the parameters of a button or delete it, as described in Table 7. Table 7 Managing Toolbar Buttons In order to: Delete a button from the Toolbar Take these steps: Point to the button that you want to delete, click+shift+hold, and drag the button off the toolbar. View or edit the parameters of a button Right-click the button. The Call Destination dialog box opens. See Chapter 5: Dialog Boxes for more information. Change the information as required, and click OK. The Options button offers several more customization options: To start the agent minimized, check the Start minimized check box. To enable closing the agent via the X button, check the Enable closing via the system menu "X" button check box. To cause the agent to pop up in forced release state when minimized, check the Pop Up toolbar in "Forced release" state check box. To enable the agent to minimized the toolbar when in "release" state, check the Let minimize the toolbar during "Release" state check box. To cause the agent to popup when a contact is ringing while minimized, check the Open toolbar on ring check box. To enable the agent to minimize his or her toolbar when answering a contact, check the Minimize on answer check box. 3Com exchange Call Center Agent 4.6 User Guide 25

26 26 3Com exchange Call Center Agent 4.6 User Guide

27 CHAPTER 4: WINDOWS The illustrations in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. The Setup Window Extension and Address Tab Use the Extension and Server IP Address of the Setup window to define the extension number of your station and the server address. Extension and Address Tab of the Setup Window Pay careful attention to the details that you enter in the Setup window s Extension/Address tab. Enter the exact information that you receive from the System Administrator to prevent confusion. Accessing the Setup Extension or Address Tab 1 Click the Setup button in the exchange Agent Application Toolbar. This button is also in the Window category of the exchange Agent Setup. 2 Click the Extension/Address tab at the top of the Setup Window to bring the tab forward. 3Com exchange Call Center Agent 4.6 User Guide 27

28 Defining the Extension Number or Server Address 1 Click the Set New Values button to open the Set Extension & Server IP Address. Figure 4 Agent Extension/Address Window 2 Enter your extension number and server address in the dialog box. 3 Click Continue to assign the new values. The new values take effect the next time that you log on. The Setup Window Ring tab In this tab the agent can define whether or not the application will generate a ring tone on an incoming ringing contact, and what type of ring tone it will generate To access the Setup Window s Ring tab: 1. Click the button in the Agent Toolbar. 2. Click the Ring tab at the top of the Setup window. 28 3Com exchange Call Center Agent 4.6 User Guide

29 The Ring tab of the setup window comprises: Figure 5 The exchange Call Center Agent Setup Window Ring Tab Option: Apply To Ring Alert Description: To enable a ring tone on a ringing contact, check the type of contact that a ring tone is required for. The options are: Voice, and Chat. Ring Once - If checked, the ring tone will be heard once upon ringing contact. Continuous Ring - If checked, the ring tone will be heard until the contact is answered. Ring Tone Default (speaker beep) - Check this check box to use the computer internal speaker to generate the ring tone. File - Check this check box to define a wave file to be heard. In such case, the computer must be equipped with voice card hardware. When selecting this option, click the button to browse for the wave file. The Calls Log Window The Calls Log window displays a record of all calls that were handled during the current logon period. You can view the properties of any event in this window and attach notes to the 3Com exchange Call Center Agent 4.6 User Guide 29

30 record, for example, to remind you to follow up on a certain call. You can also delete an individual record from the list, or clear the whole log. Accessing the Calls Log Window Click the Calls Log button in the exchange Agent Application Toolbar. This button is also in the Window category of exchange Agent Setup. The Calls Log window appears (Figure 6). Figure 6 Calls Log Window Information in the Calls Log window is displayed in column format. You can sort the records according to specific information, for instance, ACD Group, Last State, and so on. Table 8 describes the available columns. Table 8 Available Columns for the Call Logs Window (Arranged Alphabetically) Column Name ACD Group Called Calling Creation Time Deletion Time Last Redirection Last State Originally Called Trunk Description The ACD group through which the agent received the call The Agent device The caller ID (where available) Time that the call entered the system Time that the call ended The last point from which the call was routed. For instance, if the call is an ACD call that was routed to the agent from the IVR, the dial number of the IVR port is the last redirection. The last state of the call. For instance, hold. The number dialed by the caller. For instance, if the call is an ACD call, this field shows the IRN. The trunk on which the call entered 30 3Com exchange Call Center Agent 4.6 User Guide

31 Procedures Using the Calls Log Window In the Calls Log window, you can perform several procedures, as described in this section. Insert a Column: 1 Right-click inside one of the column headings in the Calls Log window and select Insert Column from the pop-up menu. The Insert Column dialog box opens. 2 In the Column drop-down list, select the column that you would like to insert. 3 In the Header field, edit the title name that will appear in the column head. 4 In the Alignment field, select the position of the text for this column: Left, Center, or Right. Adjust the Width, if required. Alternatively, you can change the width manually by dragging column sides to the desired position. Delete a Column: 1 Right-click the column that you want to delete. 2 Select Delete Column from the pop-up menu. View the Properties of a Call: 1 Right-click the required call in the Calls Log Window. 2 Select Properties from the pop-up menu. Add a Note to a Call: 1 Right-click the required call in the Calls Log Window. 2 Select Properties from the pop-up menu. 3 When the Calls Properties dialog box opens, enter a note to accompany the selected call. 3Com exchange Call Center Agent 4.6 User Guide 31

32 Sort the Records According to One of the Column Headings: 1 Click the required column heading. The list is sorted according to the selected field. 2 Select the same column again to toggle the sort order between ascending and descending. Delete a Call: 1 Right-click the required call in the Calls Log Window. 2 Select Delete from the pop-up menu. Clear All Records from the Log: 1 Right-click in the Calls Log window. 2 Select Clear Log from the pop-up menu. The Calls Status Window The Calls Status window shows the status of all calls that are currently waiting on your phone. You can view the properties of any call listed in this window. Accessing the Calls Status Window Click the Calls Status button in the exchange Agent Application Toolbar or in the Window category of the exchange Agent Setup. The Call Status window appears. See Figure 7. Figure 7 Call Status Window Columns in the Calls Status Window The Calls Status window displays information in column format. You can sort the records according to a specific field. Most of the columns are textual except for Call Type and the Call Media columns, which display icons as described in Table Com exchange Call Center Agent 4.6 User Guide

33 Table 9 Icon Call Type and Call Media Icons Description An incoming ACD call A voice call The Columns displayed in the Calls Status window in Figure 7 are only some examples. You can use any of the columns described in Table 10. The selected columns are also displayed in the status bar that shows the active call. Table 10 Available Columns for the Call Status Window Column Name ACD Group Called Calling Elapsed Last Redirection Originally Called Status Trunk Waiting Time Description The ACD group through which the agent received the call The destination number dialed by the caller The caller ID (where available) The running time since the call began The last point from which the call was routed The number dialed by the caller Current status The trunk on which the call entered How long the calls has been waiting Type The call type: Incoming or Outgoing. See the icons in Table 9. Media The media of the call: Voice or Chat. See the icons in Table 9. Procedures Available from the Calls Status Window In the Calls Status window, you can perform the procedures described in this section. Insert a Column: 1 Right-click inside the one of the column headings in the Calls Status window and select Insert Column from the pop-up menu. The Insert Column dialog box opens. 3Com exchange Call Center Agent 4.6 User Guide 33

34 2 From the drop-down list, select the column that you want to insert. 3 Edit the Header if you want to change the title name that will appear on the column. 4 Specify the Alignment to determine the position of the text for this column. 5 Adjust the Width if required. Alternatively, you can change the width manually by dragging column sides to the desired position. Delete a Column: 1 Right-click the column that you want to delete. 2 Select Delete Column from the pop-up menu. View the Properties of a Call: 1 Right-click the required call in the Calls Status window. 2 Select Properties from the pop-up menu. Sort the Records According to one of the Column Headings: 1 Click the required column heading. The list is sorted according to the selected field. 2 Select the same column again to toggle the sort order between ascending and descending. The Telephony Window The Telephony window is a picture of an actual telephone. You can use it to perform all telephony operations from your desktop. Use the keypad on the left side of the window to dial numbers, or enter them in the available field and click the Send button. The rest of the buttons act like speed-dial buttons on a telephone. You may add as many additional buttons as required and program them to perform a number of different actions. You can also activate any of the exchange Agent toolbar functions. 34 3Com exchange Call Center Agent 4.6 User Guide

35 Accessing the Telephony Window Click the Telephony button in the exchange Agent Application Toolbar or in the Window category of the exchange Agent Setup. The Telephony window appears. See Figure 8. Figure 8 Telephony Window Procedures Available from the Telephony Window The window shown in Figure 8 displays the default page (Telephony), containing the keypad and nine buttons. You can add and remove pages from the Telephony Window and rename them as required. By assigning properties to each button, you can define its function and related information, for example, the name that displayed on a button. The rest of this section describes the actions available in the Telephony Window. Make a Call: 1 In the Telephony tab, use the keypad to enter the required number, or enter it into the available field. 2 Click the Send button. Define the Properties of a New Button: 1 Right-click an empty button and select Properties from the pop-up menu. The Button Properties dialog box opens, as shown in Figure 9. 3Com exchange Call Center Agent 4.6 User Guide 35

36 Figure 9 Button Properties Window 2 From the drop-down lists, select the required Category (Telephony, ACD, Window or Other) and select the Function that you want to assign to this button. 3 If the selected function requires you to define parameters (e.g. a number to dial), the Setup button is enabled. You may click this button to open the relevant dialog box (e.g. the Call Destination dialog box) and define the required parameters. 4 Enter the Caption (the name that you want to appear on the button), and click OK. The new speed-dial button appears in the telephony window with the caption name that you entered. Edit the Properties of a Button: 1 Right-click the button and select Properties from the pop-up menu. The Button Properties dialog box opens. 2 Edit the properties as required, and click OK. Clear the Properties of a Button: 1 Right-click the button. 2 Select Clear from the pop-up menu. Add a New Page of Buttons: 1 Right-click any page tab and select Insert from the pop-up menu. The Insert Page dialog box opens. 2 Enter a unique name for the page, and click OK. 36 3Com exchange Call Center Agent 4.6 User Guide

37 A new page is created displaying 20 new empty buttons. You can add as many pages as you want. Rename a page: 1 Right-click the tab and select Rename from the pop-up menu. The Rename Page dialog box opens. 2 Enter a unique name, and click OK. Remove a page: 1 Right-click the tab and select Remove from the pop-up menu. A dialog box opens warning you that removing the page will remove all of the associated buttons on that page. For example: 2 Click OK to continue, or Cancel to leave the page. The Chat Window The Chat Window is opened when the agent answers a chat contact. The Chat Window comprises: Area Conversation area Description Shows a detailed transcript of the ongoing chat call, with each line is preceded by the name of the active party. Text is displayed exactly as it is typed and internet pages are shown as URL addresses. Note: When the call is completed, you can send a copy of the transcript to the caller. The transcript is also saved in the system. Text Area Responses tree area Type text messages and URL addresses in this area. On the left side of the window, a list of all the predefined responses is presented. 3Com exchange Call Center Agent 4.6 User Guide 37

38 In the Chat Window, the agent can perform the followings: To send a text message to the customer: To send a URL to the customer: To Disconnect the chat contact: To suspend the link between the customer s and the agent s browsers: To restore the link between the customer s and the agent s browsers: To restore the link between the customer s and the agent s browsers: To view the simultaneously browsing link status: Click the button to send the text typed in the text area to the caller and adds it to the transcript area. Click the button to send the URL, as typed in the text area, to the caller. The URL specification is added to the transcript area and the agent browser shows the URL page. Click the button to terminate the chat contact and to closes the window. Click the button to enables the agent to browse and change Internet pages without affecting the customer s browser (for example, you may want to browse through the company s price list without the customer seeing). Click the button to restore a suspended link so that the agent s browser displays the page currently seen by the customer. Click the button to restores a suspended link so that the customer s browser displays the page currently seen by the agent. Indicates whether the link has been suspended (Suspended Link) or remains active (Restore Link with customer). 38 3Com exchange Call Center Agent 4.6 User Guide

39 CHAPTER 5: DIALOG BOXES The illustrations in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. Certain buttons require additional information, which may be saved in the button or entered every time the button is pressed. The additional information may be edited any time. Nature of a Dialog Box in exchange Call Center When a button that requires additional information is placed on the toolbar, the exchange Agent opens a dialog box so that you can fill in the required information: If you fill in information and click OK, the button is placed with the information stored in it. If you click OK without filling in the information, the button has no information in it. Whenever you press the button, the dialog box asks you for the required information. Figure 10 shows one example of the kinds of actions that require additional information. Figure 10 Button Properties Dialog Box for the Execute Program and Divert Call Buttons These telephony actions require additional information (also called parameters ): Divert Call Start Transfer Start Conference Single Step Transfer Make Call 3Com exchange Call Center Agent 4.6 User Guide 39

40 The Call Properties Dialog Box The Call properties dialog box is used in the various windows that display contacts (Contacts Status Window, Contacts Logs Window). It is used to display detailed properties of the contact. The agent can use it to add notes to the contact (e.g., to remind himself to continue handling on this contact later). Note: The note is kept as long as the agent is loaded. When the agent is closed the notes will not be kept. Figure 11 Call Properties dialog box Available Fields in Agent Windows Column Name ACD Group Called Calling Elapsed Last Redirection Originally Called Description The ACD group to which the call belongs. The extension the call is going to (your phone number). Caller phone number (if available). Time in the current state. The device that re-routed the call. For example, if a call that entered IRN 6020 was routed to music, the last redirection will be IRN If the call is then routed from music to an IVR port, the last re-direction will be music. The number that was originally called. In the above example, the Originally Called is the IRN. 40 3Com exchange Call Center Agent 4.6 User Guide

41 Time Trunk ACD Enter Date ACD Enter Time ACD Q Time Caller Name DNIS ANI Priority Q position Service Creation time Deletion Time State Last State Waiting Time Average Q Time Call Back Destination Call Back Time Customer Name Customer Number Dial List ID Language Media Session ID Start Q Time The time the ACD contact started ringing on the agent phone. The time is according to the agent s computer. If the call entered through a trunk, this trunk appears in the field. The date the contact entered. The time the contact entered. For queued contacts,-this is the time the contact is queued in this specific group. If the caller is a known customer, the customer name appears here. The DNIS number (that is, the series of digits that identifies the number that the caller dialed). ACD contacts will always be in the IRN. For other calls, this is the number the caller dialed. The ANI number (that is, the series of digits that identifies the caller or Caller ID). The priority level assigned to this contact. A priority level is assigned to each contact on a scale of 1-100, where the number 100 is the highest priority. The sequential number of the contact in the queue. The specific service required by the caller (for example, sales of specific products or specific banking services). This is the service by which the call is routed to the agent. The time the contact started ringing on the Agent phone. The time the contact left the Agent phone either on disconnect or going to another destination. The current state of the contact (or agent). The last state before the contact left the agent phone (relevant to the contacts log window). The wait time in queue. The estimated time the caller should be answered. The number the caller entered as the callback destination. The time the caller entered as the required callback time. The customer name as per the customer table. The customer number as per the customer table. The dial list name. The parameter defines in which language the caller will hear announcers. Define the media type, voice, chat or . Define the chat session ID. The time the contact entered the queue. 3Com exchange Call Center Agent 4.6 User Guide 41

42 Type Enter OMS Date Enter OMS Time Sent Date Sent Time From To Subject Describes if the contact is Inbound or Outbound. The date the contact entered the Organizational mail serve (OMS). The time the contact entered the Organizational mail serve (OMS). The date the contact was send by the customer. The time the contact was send by the customer. The address of the contact sender. The address that the contact was sent to. The contact s subject. 42 3Com exchange Call Center Agent 4.6 User Guide