samwin 5.1 R3 User Manual

samwin 5.1 R3 User Manual Version 1.0 Last Modified September 17, 2012

Contents 1 Introduction... 3 2 Using the samwin contact center suite Operator Console... 4 2.1 Basic Information about Control... 4 2.2 Starting the samwin contact center suite Console User Interface... 4 2.3 The Console User Interface... 5 2.3.1 Toolbars... 6 2.3.2 Call Diversion... 6 2.3.3 Pause... 6 2.3.4 Internal (Extension List)... 6 2.3.5 External (Phone Number List)... 7 2.3.6 External Phone Books... 7 2.3.7 Calls... 7 2.3.8 Recording... 7 2.3.9 Changing the Skill of Callers... 7 2.3.10 Consoles... 8 2.3.11 Participant Status... 8 2.4 Status bar... 8 2.4.1 Available... 8 2.4.2 Switch off... 8 2.4.3 Post-processing... 8 3 Call Center View... 9 4 Configuration of the Console User Interface... 10 4.1 Console Transfer Operations... 11 4.1.1 Caller status display... 11 4.1.2 Answering and Hanging Up... 11 4.1.3 Prioritizing Callers... 11 4.1.4 Transferring Calls... 12 4.1.5 Call Back... 12 4.2 Extension Information... 12 4.2.1 Showing and Editing Additional Columns and Information... 12 5 Busy Lamp Field... 12 5.1.1 Setting/Deleting Call Diversion... 13 5.1.2 Breakthrough Call Diversion... 14 5.2 Shortcuts... 14

1 Introduction samwin attendant, which is part of the samwin contact center suite, is an application which is used for professional, convenient operator services on a PBX. A new, comprehensive solution for the "console" workstation. With the benefit of samwin contact center suite, the user has a wide range of possibilities and information at his disposal to enable him to optimize his work on the console unit. The samwin contact center suite console user interface features a wide array of configuration options, enabling it to be adapted to suit the specific needs of the user. The sections below will introduce you to the controls for the samwin contact center suite console unit and explain how the system works and how it is operated. Page 3 of 20

2 Using the samwin contact center suite Operator Console You can show and hide functions in the new console window, as well as change the display or the font to suit your requirements. Furthermore, you can perform numerical or alphanumerical searches in the internal and external telephone directory, as well as in external phone books (note: Swisscom, Twixtel, Klicktel if they are configured) by means of simple entries and call subscribers directly from there. The manual will then go on to describe the individual functions of the samwin contact center suite console user interface. 2.1 Basic Information about Control In principle, you can operate virtually all the functions with the keyboard and mouse, although we would ask you to use the keyboard, where possible. samwin contact center suite is optimized for keyboard-based operation. Even though this may represent something of a change for you initially, you will soon come to appreciate the benefits of keyboard control, (e.g. processing calls more quickly). Furthermore, you can adapt the key configuration to suit your particular needs. Use the samwin contact center suite console user interface for all your operator duties (answering calls, transferring, etc.). You can use the console to process the entire operation. There is no need to work with the telephone handset; the user interface is even deactivated for the duration of the call. 2.2 Starting the samwin contact center suite Console User Interface Call up the samwin contact center suite console user interface in the Start menu under samwin 5.1 / Agent and log in using your user name and password. Confirm the entry with "OK". Page 4 of 20

2.3 The Console User Interface The samwin contact center suite console user interface is divided into several sections and views. In addition to the menu bar for logging in and closing the program, users can also specify their own configurations here. The figures below show the toolbar, all the configured queues, a list of all the calls in the queues, as well as graphics symbolizing the caller (left), the console (middle) and the target (right). Furthermore, you can also access all the extensions which are assigned to your console and external phone numbers. Your system administrator specifies which extensions, fields and information you can see, edit and search for. Note: Ensure that the console is connected to the server. You can check the status of the connection at any time in the status bar on the bottom right. Furthermore, "no connection" appears in red lettering on the console in the event of an error. If this message remains for a lengthy period of time, please notify your system administrator. If the console is not connected to the server, the user interface functions will be disabled and you will be unable to process any calls. Page 5 of 20

2.3.1 Toolbars The toolbar contains some of the functions of the samwin contact center suite console user interface, such as Switch off and Pause, a display of the internal and external phone numbers, as well as a button for calls on your console. You can switch between the display of internal and external phone numbers by viewing them or searching within entries. Click Calls to view all the calls being handled and accepted by the console user interface. 2.3.2 Call Diversion If your system administrator has activated the Call diversion function and you are the last active console on a queue, you can specify a nightline for this queue. To do this, choose an extension from the specified list or enter one (depending on your user authorization level). Click "OK" to confirm. 2.3.3 Pause This function makes it possible to see to urgent work immediately without having to connect to a caller. If callers are assigned to queues during an active pause, they will not get through to the requested console unit. If you activate pause mode during a call or during operator work, it does not affect the current call. It does not take effect until the next call. 2.3.4 Internal (Extension List) This list contains all the extensions which are assigned to you, along with their names and further information. Click the blank input box under the table of extensions (or press F12) to search for a certain extension number, name or other criteria within this list. The filter automatically shows you the requested information. If you have permission to edit a field in the extension list (e.g. Number, Name, Alternative Extension, Memo, Email, Mobil and Optional Columns), you may mark a specific field as private. Therefore set the cursor into the field and press CTRL + -. Private information s are written in a strikethrough font. It is also possible to set the flag via the System Manager By clicking onto the column header you can sort the search result according to the selected column. Clicking again will alternate between ascending and descending sort order. Sorting is only possible for organizational columns, e.g. sorting according to absence notes is not supported. Page 6 of 20

2.3.5 External (Phone Number List) The directory of contact partners and companies contains all the entries which the administrator has configured for your company in the samwin database. You have to possess the appropriate list authorizations in order to edit entries in this table. List authorizations can be viewed and edited via the View > Configuration > List authorizations > Contacts/Companies menu. The prerequisite for this is that you possess the authorization to open this configuration menu. Should you have any questions about authorization, please refer them to your administrator. 2.3.6 External Phone Books samwin facilitates access to external phone books. The following phone books are currently supported: Klicktel (Germany) Twixtel (Switzerland) Swisscom XML (Switzerland). These phone books are installed and configured on the server by your administrator. Consequently, you can search for entries in these phone books using the samwin contact center suite user interface. Use the key configuration SHIFT + F2 through SHIFT + F5 as filters in linked searches for search criteria such as surname (F2), first name (F3), city (F4) and street (F5). To start a search, click the phone book button on the toolbar. A window appears containing an input box for your search criteria. Enter the required term and then click Search. A list of all the matches then appears. Use the mouse or cursor keys to select the entry that you require. Now press ENTER or click Connect to call the requested subscriber. 2.3.7 Calls This function shows all the calls made on the user interface or accepted through the operator console. Double-click the entry or press ENTER to call the selected phone number again! 2.3.8 Recording If your administrator has activated this function, you can mark an active call as a malicious call. This is done by clicking Recording or by pressing CTRL + F12. As soon as you use this function, the recording is shown graphically by a red line (instead of a green line). The call is recorded from start to finish and, on completion, is sent to the e-mail address which has been configured by the administrator. 2.3.9 Changing the Skill of Callers You can use this function to reassign a call to a different skill. If the call is queuing on your console or if you are connected to a call, press CTRL + SHIFT + 1 to call up the following window: You can now move the caller to another skill. Select the skill in question from the list by moving the call and clicking OK to confirm. The process can be interrupted by pressing ESC or by clicking "Cancel". Page 7 of 20

Parking a call, or putting it on hold, is a special assignment scenario. If your administrator has configured holding queues, there are Park and Public call park buttons at your disposal for this. If you use the Public call park function, the call also appears on the other consoles, whereas a call which is "parked" normally is only visible on your console. 2.3.10 Consoles If there are multiple console units configured in your system, they also appear in a separate list (similar to the internal phone book). A separate button then appears on the user interface which you can use to call up this list. 2.3.11 Participant Status You can call up the subscriber's status by right-clicking the field for additional information about the extensions and clicking Fields > Participant status in the pop-up menu. When you double-click the field, a dialog box opens in which you can manage the subscriber's entries or appointments (From, To, Commentary) and containing an overview of the current entries. 2.4 Status bar The status bar is used for information regarding your current login status and to change this status. 2.4.1 Available If the status field turns green and the word "Available" appears, this indicates that you have logged in to the system and are ready to receive calls. 2.4.2 Switch off Activate night service mode by clicking the small button to the right of the status text and select Switched off" if you are going to be away from your workstation for a lengthy period of time. All the calls made to your console unit are then put through to the next available console. If no free console is available, night service mode which is configured by your system administrator becomes effective. If the night service is properly activated, "Night service" appears on the console view in grey lettering. If you activate night service while you are connected to a subscriber, you will not lose your connection! You can finish your call and after it has ended no further calls will be put through to you. 2.4.3 Post-processing Post-processing essentially offers the same function as the "Pause" field, although a time limit can also be set in the options for ending post-processing automatically and switching to "Available". This is particularly advantageous if further notes have to be made after a call, for example, or if other actions have to be performed which would be interrupted by an incoming call. If the operator switches manually to post-processing, he always has to switch back to his previous status manually. If post-processing is activated in the console options, the console automatically switches to post-processing after every incoming call and is then restored to its original state (usually "Available") after the configured time. Page 8 of 20

3 Call Center View samwin contact center suite offers the option of calling up a website during an incoming call. The operator may use this, for example, to make notes during the call or to call up information from the company Intranet. The console must be duly configured by the system administrator in order to call up the requested page. You can toggle between the Call Center view and the normal console view by pressing CTRL + TAB. If the user interface with the browser window appears, the phone book disappears from view, and incoming calls are displayed simplified in two smaller windows. To call up the phone book, you need to toggle to the console user interface. Otherwise, you will have all the other features you know from the console user interface at your disposal. For further information about this, read section 2.3. Page 9 of 20

4 Configuration of the Console User Interface You can find the Configuration option in the View menu. The settings configured here affect the appearance and behavior of the console. Note: You have to possess the appropriate authorizations, which are assigned by your administrator, to make changes in this menu. Display Here you can edit the appearance of your console user interface, such as extension graphics or font color and size. Busy lamp display The busy lamp field can be automatically shown and hidden here, and the view can also be adapted. You can also configure which extension information should appear in the busy lamp field. List authorizations For displaying, editing and searching for subscriber information. You can show predefined fields here and specify which information is to be changed. Keywords Specify keywords for individual entries in the console. You can then browse for these keywords among the entries in the samwin contact center suite extension list. Key configuration There are shortcuts saved for every action which you perform in the samwin contact center suite console user interface. You can adapt them individually at any time. This menu contains a list of the current configuration (including a print version). In order to change the key configuration, select the required function on the list and click "Edit". Then press your preferred shortcut combination and confirm the entry. Console options Configure a default subject for sending e-mail, as well as automatic night mode if the system does not respond within a matter of seconds. Should you ever forget to log out from the console, it will automatically switch to night mode after the configured time. Page 10 of 20

Queues You can configure your queues on a user-defined basis and assign them a color, a message text or a separate ringtone. These changes are purely visual or acoustic. However, you can also save waves here (e.g. your personal greeting) for different call scenarios (such as "Internal Incoming", etc.). They are played to a caller when his call is answered. (Warning: The server has to be restarted for the configuration changes to take effect; therefore, changes are only possible in consultation with your system administrator). Programs Assign shortcuts to programs which you use particularly regularly so as to enable you to call them up faster and more efficiently in conjunction with samwin contact center suite. Additional information You can add up to three more informations to the caller status display. If a caller matches to an entry in the telephone book, these informations are shown. Audio settings If you use the built in samwin.softphone, you can adjust the settings for it. You have to configure the IP-address and port, as well as the Audio input and output device. 4.1 Console Transfer Operations 4.1.1 Caller status display This section of the console user interface contains a list of all the calls which the operator console receives. Other information is shown here, such as type of call (internal, external), phone number and its status (free, ringing, busy, etc.). You can also see which queue the caller is assigned to and for how long he has been in the queue so far. In the case of multiple calls, there are also numbers shown on the left of the callers. This shows the sequence of callers. Tip: You can insert a call-related text in the "Information" field yourself. This text remains assigned to the call for as long as the call is active in the system. Furthermore, the text will also be visible to any other consoles which may process this call. 4.1.2 Answering and Hanging Up Answer the call by clicking Connect and hang up by clicking End. You can also answer a call by clicking ENTER on your keyboard and hang up by pressing +. You can see all the shortcuts for call handling in the View > Configuration menu. This is also listed at the end of this description. Tip: Press SHIFT + F1 to view a list of the most important shortcuts for call handling. 4.1.3 Prioritizing Callers Every caller is assigned a number. You can prioritize callers by pressing CTRL + the requested caller number; they do not have to be processed in order. If you do not wish to prioritize any of the callers, simply answer the call by pressing ENTER. You can answer a call by double-clicking the relevant line in the list of callers. Page 11 of 20

4.1.4 Transferring Calls Should you wish to transfer a subscriber, key the name of your chosen person into the input box (from the internal or one of the external phone books), or search by name, etc. Once you have made the correct selection, click ENTER to confirm. You can now connect the caller to the number by pressing +. Use the shortcut CTRL + ENTER to connect directly without speaking (blind transfer). If the extension to which you have directed the call does not answer within 28 seconds (default), the caller is redirected back to the operator with the notice "Fallback, called party did not answer + extension info". 4.1.5 Call Back You can mark an extension which is currently busy for a call back. To do this, mark it in the internal phone book and press CTRL + T. A clock now appears in addition to the status text. Blue lettering appears on the console display indicating how many extensions are marked for call backs. As soon as one of the marked extensions becomes free, the lettering turns orange. Now press CTRL + R to go to this extension and activate the call. Note: the call is not automatically put through. 4.2 Extension Information Use the filter and search function in the samwin contact center suite console user interface. You can transfer callers to an extension by, for instance, conducting a search for an extension number, name, etc. Enter the required search criterion in the search field; samwin automatically filters for you. Once you have found the entry which you are are looking for, press ENTER to confirm. Please note how the linked search works. 4.2.1 Showing and Editing Additional Columns and Information In general, columns which are not set up as standard must be created by the administrator. They are also referred to as "optional columns". Should you require a user-defined column of this nature, please contact your system administrator. Once this person has set up the requested column for you, you can call it up via View > Configuration > List authorizations. However, bear in mind that you can only open and edit the configuration if you have been given authorization to do this by your system administrator. 5 Busy Lamp Field The busy lamp field is another function of the samwin contact center suite console user interface. If this has not been configured yet, you can find the settings for this function in the menu bar under View > Configuration > Busy Lamp Display. Specify here whether this field should appear automatically in the user interface and how each call status should be color-coded. You can also have other information appear here, such as appointments, comments, etc. The appointments for each of the extensions are exported from Microsoft Outlook. Page 12 of 20

Example: extension fields are marked in red if the extension is busy. These fields turn yellow when calls are diverted. If you have saved photos of the subscribers, you can also have them appear here. Ask your system administrator about this. 5.1.1 Setting/Deleting Call Diversion When you right-click an extension field in the busy lamp field, a pop-up menu appears which you can use to set or delete call diversions to another extension. Page 13 of 20

5.1.2 Breakthrough Call Diversion This function can be used to contact an extension, even though a call diversion has been set. 5.2 Shortcuts The keyboard shortcuts listed here are defined as standard. You can specify other functions under View > Configuration > Key configuration. Keyboard shortcuts Function CTRL + P Pause mode CTRL + N Switch off CTRL + I Internal phone book CTRL + E External phone book CTRL + W Redial ENTER Connect CTRL + 1 Connect call 1 CTRL + 2 Connect call 2 CTRL + 3 Connect call 3 CTRL + 4 Connect call 4 CTRL + 5 Connect call 5 CTRL + 6 Connect call 6 CTRL + 7 Connect call 7 CTRL + 8 Connect call 8 CTRL + 9 Connect call 9 CTRL + ENTER Connect directly + (numeric keypad) Hang up CTRL + A Disconnect S - (numeric keypad) Disconnect D CTRL + H Call waiting CTRL + K Conference CTRL + SHIFT + M Send mail CTRL + Z Dial CTRL + S Send text message F2 Search (internal) number F3 Search (internal) name CTRL + F2 Search (internal) number [dial] CTRL + F3 Search (internal) name [dial] CTRL + M Search (internal) text message [dial] Page 14 of 20

SHIFT + F2 SHIFT + F3 CTRL + ALT + ENTER F2 F3 F4 F5 F6 F7 SHIFT + F2 SHIFT + F3 SHIFT + F4 SHIFT + F5 SHIFT + F6 SHIFT + F7 CTRL + F2 CTRL + F4 CTRL + F5 CTRL + F6 CTRL + F7 F3 SHIFT + F3 CTRL + F3 F2 F3 F4 F5 F6 F7 SHIFT + F2 SHIFT + F3 SHIFT + F4 SHIFT + F5 SHIFT + F6 SHIFT + F7 F12 CTRL + T CTRL + R CTRL + Y CTRL + F12 CTRL + Q Search (internal) number [linked] Search (internal) name [linked] Connect to an alternative extension Search (external) contact partner Search (external) company Search (external) phone number Search (external) mobile phone Search (external) pager Search (external) fax Search (external) contact partner Search (external) company [dial] Search (external) phone number [linked] Search (external) mobile phone [linked] Search (external) pager [linked] Search (external) fax [linked] Search (external) contact partner [dial] Search (external) phone number [dial] Search (external) mobile phone [dial] Search (external) pager [dial] Search (external) fax [dial] Search (external) company [dial] Search (external) company [linked] Search (external) company [dial] Klicktel, Twixtel, Swisscom number Klicktel, Twixtel, Swisscom surname Klicktel, Twixtel, Swisscom first name Klicktel, Twixtel, Swisscom street Klicktel, Twixtel, Swisscom zip code Klicktel, Twixtel, Swisscom city Klicktel, Twixtel, Swisscom number [linked] Klicktel, Twixtel, Swisscom surname [linked] Klicktel, Twixtel, Swisscom first name [linked] Klicktel, Twixtel, Swisscom street [linked] Klicktel, Twixtel, Swisscom zip code [linked] Klicktel, Twixtel, Swisscom city [linked] Focus Mark extension for call back Position on an extension which is marked free (call back) Consoles Recording Activate/deactivate queue search (restriction) Page 15 of 20

CONSOLE TRANSFER OPERATION The console indicates that there is a call You can see who is calling on the left-hand side of the console window. Depending on the configuration, you may also hear an acoustic signal. (Calls can only be answered if the console is in active mode; otherwise, the calls are transferred to the nightline or to the next available console extension.) Press 'Enter' on the keyboard You are connected to the caller. You may use the text suggestion in the second line of the console display as a greeting. Should you now wish to end the call again without connecting to another number, press the + key on the numeric keypad. Enter a search term Simply enter the requested search term, such as the name of a person, in the text box. All the matches appear in the phone book list. Press CTRL + ENTER on the keyboard. This connects your caller to the subscriber who is highlighted in blue in the table. You are ready for the next call. Option: First of all, press ENTER to connect to the subscriber you have found; then press + (numeric keypad) to actually put the call through. The samwin contact center suite console software is very easy to operate. All the functions required to provide operator services are possible without using the mouse. The console transfer operation is essentially controlled by the ENTER key (on the numeric keypad) and the + key above it. The console transfer operation essentially involves the following: Enter key Answer Text entry Search for an extension Enter key Dial the extension + Connect to the extension Page 16 of 20

Putting the Console into Operation LOGGING IN To get your samwin contact center suite console software in operation, please run the software on your computer. After starting the software, the login mask appears. Please log in with your user name and password. Note: When you log in with your user name, all your user-specific settings are applied. This applies to the following, in particular Size and position of the windows Your color settings Key labelling and position Columns in the electronic phone book Operating mode Your recorded greeting upon answering (optional) If you have forgotten your password, the system administrator can assign you a new one. If you enter the wrong details repeatedly, you will be automatically blocked, even if you have used the right password. The login process is associated with various authorizations for the console software. N.B. Only the options defined by the administrator are available. This often affects the option to change the design of the layout or to change the content of the default database (telephone directory). Page 17 of 20

Answering a Call THE CONSOLE RECEIVES A CALL As soon as a caller gets through to the console, acoustic and optical signals are triggered which alert you to the caller. Internal and external callers can get through to the console. The console transfer operation does not distinguish between the two; you may transfer both internal and external callers equally. Information about the caller All the available information about the caller appears in this line. Depending on the configuration, this is the following: Phone number Name / City Line number Depending on the configuration, the lines can be highlighted in different background colors. Call-dependent text suggestion Depending on the call situation, various texts are proposed here which can be used by you. You can also configure different texts for various lines. Information about your extensions This table shows you all the internal extensions in your electronic phone book. Marked lines are shown in even greater detail. If the software supports it, a line is selected in the list immediately. This is generally the case with the following: Direct dialing to a busy subscriber Direct dialing to a subscriber who doesn't answer When a caller is directed back to the console after being transferred to a subscriber Information about the called party If there is an internal extension linked to the call, all the information about this extension appears here. The quantity and name of the fields can be individually configured. Page 18 of 20

Searching in the Phone Book and Connecting the Caller During your conversation with the caller, you can perform any number of searches to find the right subscriber. You will be connected to the caller while you are searching for the right subscriber. Press "Enter" on your keyboard to be connected to the current subscriber selection. If you don't wish to wait until the subscriber answers, press + to put the call through straight away. You can connect the call directly by pressing CTRL + ENTER. If you press + before connecting to the extension, the caller will be cut off. Internal & external phone book. Your console software has separate phone books. An external and an internal phone book. The external PB contains all the external phone numbers and contact partners. The internal PB lists all the extensions which are configured in your PBX. Disconnecting. Press the + key to disconnect. If you have connected before, the caller is ultimately connected to the extension. Entering the search term. Enter a search term here. (Note: press F12 to place the cursor on the text field.) Selecting the extension. The extension can be selected within the list using the cursor keys. Dialing an extension directly. If you enter an extension number and press Enter, the caller is connected to this extension, even if it is not in the phone book. Linked search. In order to link searches in multiple columns, one column, for example "cost centers", is selected first. If the right cost center is found, press SHIFT F2 through F8 to connect to the next column. The next search is now only conducted within the subset yielded by the first search. Searching in certain columns. You can't just conduct searches for extension names, you can search for any information in your phone books. By clicking these buttons you can search in certain columns of your phone book. Automatic recognition. If you aren't selecting any other columns, you can Page 19 of 20

The following console options are not activated as standard. Depending on the PBX and configuration used, their appearance or functionality may differ from the features described here. FORWARDING AN E-MAIL OR SMS TO THE REQUESTED SUBSCRIBER You can simply send an e-mail or SMS (text message) during console transfer operations to any extensions whose e-mail address / mobile phone number is saved in the system. This is more straightforward than using a separate e-mail program because the console already knows the e-mail address via the extension number, and therefore there is no need to enter it. TO SEND AN E-MAIL: Click the e-mail button Compose e-mail and click Send. To send a text message (SMS): Click the SMS button Enter the text click Send. MICROSOFT OUTLOOK You can also view appointments and other information from your Outlook calendar directly via the samwin contact center suite console user interface. The prerequisites here are that the subscriber who has been selected in the phone book must have an e-mail address, and that you must have Microsoft Outlook installed on your local workstation. TO VIEW CALENDAR ENTRIES: Click the Outlook button and navigate as normal within the Outlook user interface Page 20 of 20