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Nortel Contact Center

Agent Desktop User Guide

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Agent Desktop User Guide

Publication number: 297-2183-945 Product release: 6.0

Document release: Standard 7.02

Date: June 2009

Copyright © 2006–2009 Nortel Networks. All Rights Reserved.

Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.

The process of transmitting data and call messaging between the Meridian 1 and Contact Center Agent Desktop is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach.

This page and the following page are considered the title page, and contain Nortel and third-party trademarks.

*Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated.

ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.

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1

Getting started

7

New in this release . . . 8

Overview. . . 12

About Contact Center Agent Desktop . . . 14

Related documents . . . 16

How to get help. . . 17

About logging on and handling contacts in the Contact Center . . . 19

2

Using the Contact Center Agent Desktop

23

Overview. . . 24

Using the CCAD for voice, outbound, and e-mail contacts . . . 25

Using the CCAD in a SIP-enabled contact center . . . 35

Changing your status . . . 41

Working with contacts . . . 43

Working with customers. . . 53

3

Handling telephony contacts

61

Overview. . . 62

Accepting a call . . . 63

Accepting a SIP call . . . 65

Handling telephone calls. . . 66

Making a call . . . 72

Handling an emergency . . . 73

Observing calls . . . 74

4

Working on outbound campaigns

77

Overview. . . 78

Using the outbound window . . . 79

Viewing contact details and customer information . . . 81

Handling an outbound call . . . 82

5

Working with scheduled callbacks

85

Overview. . . 86

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Scheduling a callback . . . 87

Calling the customer . . . 89

6

Handling e-mail messages

91

Overview. . . 92

Using the e-mail window . . . 93

Verifying customer information . . . 95

Sending a reply . . . 97

Transferring and reassigning contacts . . . 108

Creating an outgoing e-mail message. . . 110

Printing contacts . . . 113

7

Using Web communications

115

Overview. . . 116

Accepting a Web communications contact. . . 117

Using Text Chat . . . 119

Pushing Web pages to the customer . . . 125

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Getting started

In this chapter

New in this release 8

Overview 12

About Contact Center Agent Desktop 14

Related documents 16

How to get help 17

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New in this release

The following sections detail what is new in the Nortel Contact Center Agent Desktop User Guide (297-2183-945) for release 7.01.

„ “Features” on page 8 „ “Other changes” on page 10

Features

See the following sections for information about feature changes:

„ “New for Release 6.0” on page 8 „ “SIP Contact Center” on page 8

„ “Web communications” on page 9 „ “Agent Desktop configuration” on page 9

„ “Hot Desking” on page 9

„ “Conversation indicator” on page 9

„ “Connection status indicator” on page 10 „ “Displaying timestamps” on page 10

„ “E-mailing chat logs” on page 10

New for Release 6.0

Contact Center Agent Desktop contains new features for Release 6.0. For details on these new features, see “New features for Contact Center Agent Desktop Release 6.0” on page 14.

SIP Contact Center

A SIP Contact Center supports inbound voice contacts, video, document sharing, instant messages, and buddy lists. SIP updates affect the following sections:

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„ “Transferring a SIP call” on page 68

„ “Conferencing in another party on a SIP call” on page 70

Web communications

Using the Web communications feature, you can connect with a customer in real time, over the internet. The Web communications feature affects the following sections:

„ “Accepting a Web communications contact” on page 117

„ “Using Text Chat” on page 119

„ “Pushing Web pages to the customer” on page 125

Agent Desktop configuration

There are new Agent Desktop features that are configured using the Contact Center Multimedia Administrator. These features are documented in the following sections:

„ “Logging off the Agent Desktop application” on page 32

„ “Accepting a call” on page 63

„ “Accepting an outbound contact” on page 79

„ “Accepting an incoming contact” on page 94

„ “Accepting a Web communications contact” on page 117

Hot Desking

The Hot Desking feature allows an agent to sit at a different desk everyday and log on to the Contact Center Agent Desktop. Hot Desking affects the following sections:

„ “Hot Desking” on page 29

„ “Logging on to the Agent Desktop” on page 29

Conversation indicator

The Conversation indicator on the Text Chat window of the Contact Center Agent Desktop indicates what point you are at in the text chat session. The Conversation indicator is documented in the following section:

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Connection status indicator

You can use the Connection status indicator to determine whether the customer is connected to the text chat session. The Connection status indicator is

documented in the following section:

„ “Connection status indicator” on page 122

Displaying timestamps

While using the text chat feature, you can choose to display timestamps on each message. For more information about timestamps, see “Displaying timestamps” on page 122.

E-mailing chat logs

While using the text chat feature, you can choose to e-mail a copy of the text chat log to the customer. For more information, see “E-mailing the chat log” on page 123.

Other changes

See the following sections for information about changes that are not feature-related:

„ “Activity Code updates” on page 10 „ “Opening a contact” on page 11

„ “Scheduling callbacks” on page 11

„ “Document update” on page -11

„ “Changing to ready or not ready status” on page -11

Activity Code updates

The procedure for entering activity codes has been updated. Activity Code updates affect the following sections:

„ “Changing to ready or not ready status” on page 41

„ “Entering an activity code” on page 66 „ “Making a call” on page 72

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Activity codes only appear in the Contact Center Agent Desktop if your contact center is working with a Communication Server 1000/Meridian1 switch. If you are working with a Communication Server 2x00/DMS switch, you cannot see the activity codes in Contact Center Agent Desktop.

Opening a contact

The procedure for opening a contact has changed. This change affects the following section:

„ “To open a contact” on page 52

Scheduling callbacks

Information about scheduling callbacks was enhanced and moved to a new chapter. For more information about scheduling callbacks, see Chapter Chapter 5, “Working with scheduled callbacks.”

Document update

This document is upissued to reflect changes made in chapter ‘Using the Contact Center Agent Desktop’.

Changing to ready or not ready status

This document is upissued to reflect for adding an attention in the section “Changing to ready or not ready status” on page -41.

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Overview

Introduction

Contact Center Agent Desktop is a client and server call center application that is fully integrated with the Contact Center Release 6.0 portfolio and assists call centers in managing multimedia contacts. Contact Center Agent Desktop expands call center capabilities to allow agents to receive, view, respond to, and track all types of inbound and outbound customer requests, whether by

telephone or e-mail, through a unified Agent Desktop interface. Using Contact Center Release 6.0, you can interact with Session Initiated Protocol (SIP), where agents can handle voice and video calls with further enhancements such as sending files, sharing whiteboard, and sending Web pages.

The Agent Desktop User Guide provides overview information about the Contact Center Agent Desktop, and detailed instructions for agents and supervisors about performing tasks.

About this guide

The Agent Desktop User Guide is available only in electronic portable document format (PDF) on the DVD that contains the Contact Center software.

You can view this guide online using Adobe Acrobat Reader, or you can print the guide in whole or in part.

Some of the features described in this guide may not be available to you, as a result of licensing restrictions. If a feature is not available to you, the

corresponding icons do not appear on the interface.

„ For information about using the Contact Center Agent Desktop interface,

see Chapter Chapter 2, “Using the Contact Center Agent Desktop.”

„ For information about handling voice contacts or contacts in a Session

Initiated Protocol-enabled contact center, see Chapter Chapter 3, “Handling telephony contacts.”

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„ For information about handling e-mail messages, see Chapter Chapter 6,

“Handling e-mail messages.”

„ For information about handling Web communications contacts, see Chapter

Chapter 7, “Using Web communications.”

Online help

Contact Center Agent Desktop includes online help for agents and supervisors. To access the online help, click the window for which you want to see help, and then click the help icon in the Contact Toolbar.

Skills you need

To use this guide and the Agent Desktop effectively, you must have experience with computers and the Internet.

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About Contact Center Agent Desktop

Introduction

Contact Center Agent Desktop is an evolution of the Symposium Web Center Portal Release 4.0 product and contains several components that enable agents to respond to customer contacts through a variety of media, including phone, outbound contacts, e-mail, and text chat. The Contact Center Agent Desktop provides automation for these responses to eliminate repetitive actions, such as typing a common response in an e-mail message.

The Contact Center Agent Desktop also allows contact center supervisors to change the status of a contact or to reassign a contact to another agent.

When used in a Session Initiated Protocol (SIP) contact center, voice and video contacts, instant messaging, and sharing files all provide customer interaction. Outbound contacts and e-mail messages are not used in a SIP-enabled contact center.

New features for Contact Center Agent Desktop Release 6.0

Contact Center Multimedia Release 6.0 provides a number of new features and enhancements for agents and supervisors.

Unified Agent Desktop interface

A unified Agent Desktop interface is deployed using Microsoft .NET Smart technology and accessed by entering a URL address in Windows Explorer or Internet Explorer.

The Agent Desktop interface provides a single interface for management of all contact channels, with context-sensitive presentation based on multimedia contact type. The Agent Desktop interface provides a set of features similar to the prior release, with an updated look and feel, enhanced security, an

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Telephony toolbar

The Agent Desktop interface includes an integrated telephony toolbar, which provides agents with a user interface for call-related tasks, such as placing calls, transferring calls, and entering activity codes. For Release 6.0,

computer-telephony integration is implemented using the Nortel

Communication Control Toolkit (CCT), which pushes incoming contacts to the Agent Desktop.

Outbound

Contact Center Agent Desktop delivers fully integrated outbound capability with an Outbound Campaign Management Tool for the administrator to create outbound campaigns. Agents use the Agent Desktop to accept the outbound contact, view the customer details and agent script (if configured), and handle the outbound contact.

Outbound contacts are available only on the Communication Server 1000/ Meridian 1 switch.

SIP

The Session Initiated Protocol (SIP) support provides new channels of

communication and collaboration to the customer with integrated voice, video, instant messaging, and application sharing that deliver secure services enhanced with personal touches.

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Related documents

The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com).

For information

about Refer to NTP number

Installation, upgrades, migration, and maintenance

Contact Center Multimedia

Installation and Maintenance Guide

297-2183-929

Communication Control Toolkit Installation and Maintenance Guide

297-2183-946

Administering contact centers

Contact Center Manager Administrator’s Guide

297-2183-927

Supervising contact centers

Contact Center Manager Supervisor’s Guide 297-2183-928 Prerequisites and functionality of the Multimedia PC Client MCS 5100 Multimedia PC Client User Guide NN42020-102

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How to get help

This section explains how to get help for Nortel products and services.

Finding the latest updates on the Nortel Web site

The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links.

Getting help from the Nortel Web site

The best way to get technical support for Nortel products is the Nortel Technical Support Web site:

www.nortel.com/support

This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can

„ download software and related tools

„ download technical documents, release notes, and product bulletins „ sign up for automatic notification of new software and documentation

„ search the Technical Support Web site and Nortel Knowledge Base for

answers to technical issues

„ open and manage technical support cases

Link to Takes you directly to

Latest software the Nortel page for Contact Center located at www.nortel.com/espl.

Latest documentation the Nortel page for Contact Center documentation located at www.nortel.com/support.

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Getting help over the phone from a Nortel Solutions Center

If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center.

In North America, call 1-800-4NORTEL (1-800-466-7835).

Outside North America, go to the following Web site to obtain the phone number for your region:

www.nortel.com/callus

Getting help from a specialist by using an Express Routing Code

You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to

www.nortel.com/erc

Getting help through a Nortel distributor or reseller

If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller.

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About logging on and handling contacts in the

Contact Center

Introduction

There are four ways that agents can log on and handle contacts in the Contact Center, depending on the types of contacts that they are receiving. These methods are:

„ use an Automatic Call Distribution (ACD) phoneset to log on and handle

incoming voice calls

„ use the Contact Center Agent Desktop to log on and handle voice contacts

when Contact Center Agent Desktop is installed on a Nortel Communication Control Toolkit server

„ use the Contact Center Agent Desktop to log on and handle voice contacts, outbound contacts (voice calls from the contact center to customers), e-mail messages, or text chat sessions when Agent Desktop is installed on a Nortel Contact Center Multimedia server

„ use the Contact Center Agent Desktop along with the Nortel Networks Multimedia PC Client to handle voice, video, instant messaging, and file sharing in a SIP-enabled contact center

ACD phoneset

You can use the ACD phoneset to handle voice calls. See the ACD agent telephone user guide and the phoneset documentation for your current phoneset on Helmsman (www.nortel.com/helmsman).

ATTENTION

ACD phonesets or Class of Service are not supported in a SIP-enabled environment.

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Contact Center Agent Desktop

The Contact Center Agent Desktop is used by the agents in a contact center to handle the contacts and interact with customers in a single window. It uses Microsoft .NET Framework technology, which means that the agent accesses the application by entering a URL address in Windows Explorer or Internet Explorer, rather than starting the application from each desktop. The Contact Center Agent Desktop is used to handle voice contacts, outbound contacts, e-mail messages, text messages, and Web communications.

The Contact Center Agent Desktop can be run together with the Agent Desktop Display application, which shows current statistics for the agent who is handling contacts.

Information about the functionality of the Contact Center Agent Desktop can be found in this guide.

Prerequisites for using the Contact Center Agent Desktop

To run the Contact Center Agent Desktop on a client machine, the client machine must meet the following requirements:

„ Windows 2000 Professional with service pack 4 or Windows XP Professional with service pack 2

„ Microsoft .NET Framework 1.1 with Service Pack 1

You must copy and install dotnetfx.exe and NDP1.1sp1-KB867460-X86.exe from the Contact Center DVD to install the software. For more information, see the Contact Center Multimedia Installation and Maintenance Guide.

„ CCMM_Security_Policy.msi

The current security file must be applied. For more information, see the

Contact Center Multimedia Installation and Maintenance Guide.

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Multimedia PC Client

In a SIP-enabled contact center, the Contact Center Agent Desktop (or another CCT application) is also used for managing telephone calls. In addition to the Contact Center Agent Desktop, the Multimedia PC Client is used to perform the enhanced telephone features such as instant messaging, sharing files, and video functionality. Both applications must be running to handle these contacts. Information about the prerequisites and functionality of the Multimedia PC Client can be found in the MCS 5100 Multimedia PC Client User Guide found on Helmsman (www.nortel.com/helmsman).

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Using the Contact Center Agent

Desktop

In this chapter

Overview 24

Using the CCAD for voice, outbound, and e-mail contacts 25

Using the CCAD in a SIP-enabled contact center 35

Changing your status 41

Working with contacts 43

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Overview

The Contact Center Agent Desktop is used to handle voice contacts, or voice, outbound, and e-mail messages, depending on the installation and licenses. It can also be used with the Multimedia PC Client in a SIP-enabled contact center. This chapter describes the functionality of the Contact Center Agent Desktop used in the following situations:

„ to handle voice contacts when Contact Center Agent Desktop is installed on a Nortel Communication Control Toolkit server

„ to handle voice contacts, outbound contacts (voice calls from the contact center to customers), e-mail messages, or Web communications contacts when Agent Desktop is installed on a Nortel Contact Center Multimedia server

„ to work along with the Nortel Networks Multimedia PC Client, in a SIP-based contact center, to handle voice, video, instant messaging, and application sharing.

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Using the CCAD for voice, outbound, and

e-mail contacts

Introduction

The Contact Center Agent Desktop is made up of two components:

„ telephony toolbar „ multimedia toolbar

The multimedia toolbar is enabled only for the agents who have multimedia licensing through the Contact Center Multimedia server.

If the multimedia toolbar is not displayed, click (toggle button) in the left bottom corner of the telephony toolbar.

The Contact Center Agent Desktop also provides a status indicator and a contact timer.

Telephony functions of the Contact Center Agent Desktop

The telephony toolbar contains buttons used to access functions that are similar to the buttons on your telephone:

Accept—Accept the new contact.

Release/Reject—If you are currently on a call, click Release to end the call. When a contact is offered to the agent, the Reject button is displayed. Originate—Make a call.

Hold/UnHold—Place a call on Hold. Click UnHold to release the call from Hold.

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The DTMF, Emergency, Supervisor, and Observe functions are hidden by default. Click the blue arrow in the top right corner to expand the toolbar and access these functions.

Conference—Conference a specific agent into the current call.

Ready/Not Ready—Change your state from Ready to Not Ready or from Not Ready to Ready.

Logged In/Logged Out—Log on to the Agent Desktop. If you are already logged on, you can log off.

Call list—View a list of the calls you are currently working on.

Activity Code—Enter an activity code to indicate the type of call you are performing. For example, you might have an activity code for sales. Your supervisor or administrator provides the activity codes.

The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center.

DTMF—Add digits in response to interactive voice requests.

Emergency—Immediately connect with your supervisor in case of an emergency.

Supervisor—Conference your supervisor into your current call. Observe—Supervisors can listen in to a call between an agent and a customer.

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Multimedia functions of the Contact Center Agent Desktop

The multimedia toolbar contains buttons used for creating other contact types, such as outbound and e-mail:

Customer Details—Review and edit the information about a customer.

Customer Search—Search for customers in the Multimedia database.

Contact Search—Search for contacts in the Multimedia database.

Schedule Callback—Create a future outbound call to a customer.

Customer E-mail—Create an outgoing e-mail message to a new or existing customer.

User Settings—Configure user settings such as the default location for e-mail attachments, the default location for user templates, the spelling dictionary, the agent signatures, and password changes.

Help—Get help for the last window you clicked.

The multimedia window is used to view details of the agent’s current multimedia contact and edit details of the current contact.

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Starting the Agent Desktop

To start the Agent Desktop, type an HTTP address (URL) in Windows Explorer or Internet Explorer. Your system administrator can provide you with the URL, which you can add to your personal favorites to quickly access the application. Your system administrator can provide a shortcut to the URL on your desktop. You can also create a shortcut to the URL by highlighting the item in your Favorites list, right-clicking, and selecting Send to > Desktop (create shortcut).

Telephony toolbar Multimedia toolbar Status indicator Contact timer Customer information Activity log Current contact details

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Hot Desking

The Hot Desking feature lets you launch and log on to the Contact Center Agent Desktop on any desktop PC in the contact center. In a standard Windows environment with Hot Desking enabled, when you start the Contact Center Agent Desktop, you are automatically mapped to the relevant terminal and address without user intervention.

If you are working in a Citrix environment and Hot Desking is enabled, you are presented with a dialog box asking you to enter your workstation name.

Logging on to the Agent Desktop

After the application is started, you can log on.

When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, e-mail or Web communications

contacts). If you are assigned to a skillset for a particular media, you can receive and create contacts in that media.

To log on

1 Start the application. In Windows Explorer or Internet Explorer, type http://<servername>/agentdesktop/CCAD.exe, where

<servername> is the name of the server where the Agent Desktop

application is installed. Your system administrator can provide the correct server name.

Tip: If you or your system administrator creates a shortcut on your desktop,

you can start the application by clicking the Agent Desktop icon.

Result: The Agent Desktop telephony toolbar appears.

2 Click Logged Out.

Result: The result depends on which type of agent you are:

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Your logon ID is displayed in the ID box, based on the Communication Control Toolkit implementation for your contact center.

In the Password box, type your current password. Initially, for

multimedia agents, your password is the same as your Agent Logon ID. You must change your password using the steps outlined in “Changing your password” on page 33.

Result: The system verifies your password and logs you on to the

Agent Desktop application. The Logged Out button changes to Logged In.

b. If you do not handle outbound or e-mail contacts, you are not presented

with a login prompt. Your logon ID is completed based on the

Communication Control Toolkit implementation for your contact center.

Result: The system verifies your logon ID and logs you on to the Agent

Desktop application. The Logged Out button changes to Logged In.

When you log on, your status is automatically set to Not Ready. For more information, see “Changing your status” on page 41.

To log on in a Citrix environment

Follow this procedure to log on to the Contact Center Agent Desktop if you are working in a Citrix environment with Hot Desking enabled.

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1 Start the application. In Windows Explorer or Internet Explorer, type http://<servername>/agentdesktop/CCAD.exe, where

<servername> is the name of the server where the Agent Desktop

application is installed.

Result: The HotDeskingLogin dialog box appears.

2 Enter your workstation name, and then click OK.

Result: The Agent Desktop telephony toolbar appears.

3 Click Logged Out.

Result: The result depends on which type of agent you are:

a. If you are an agent who handles e-mail messages or outbound calls, the Enter Login Details window appears.

ATTENTION

If you click Cancel on the HotDeskingLogin dialog box, the Contact Center Agent Desktop session does not close. When you click Cancel, the Contact Center Agent Desktop continues to launch. To close the session, you must close the Agent Desktop telephony toolbar.

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Your logon ID is displayed in the ID box, based on the Communication Control Toolkit implementation for your contact center.

In the Password box, type your current password. Initially, for

multimedia agents, your password is the same as your Agent Logon ID. You must change your password using the steps outlined in “Changing your password” on page 33.

Result: The system verifies your logon ID and logs you on to the Agent

Desktop application. The Logged Out button changes to Logged In.

b. If you do not handle outbound or e-mail contacts, you are not presented

with a login prompt. Your logon ID is completed based on the

Communication Control Toolkit implementation for your contact center.

Result: The system verifies your logon ID and logs you on to the Agent

Desktop application. The Logged Out button changes to Logged In.

Logging off the Agent Desktop application

This section describes how to log off of the Agent Desktop interface.

Depending on the configuration of your contact center, when you log off the Agent Desktop, your phoneset can be set to idle or busy. If your phoneset is set to idle, you can still receive incoming calls on your DN key. If your phoneset is set to busy, you cannot receive any calls.

This option is configured by an administrator in Contact Center Multimedia. For more information, see the Contact Center Multimedia and Outbound

Installation and Maintenance Guide.

To log off

On the Telephony toolbar, click Logged In.

Result: The Logged In button changes to Logged Out. The system ends your

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If you attempt to log off while you have an active contact, the system displays a message to advise you. You must close any open contacts before closing the application.

Changing your password

If you are an agent who handles multimedia contacts, you must change your password. The default password is the same as your Agent Logon ID. If you forget your password, contact your administrator who can reset your password on the Contact Center Multimedia server.

To change your password

1 If the multimedia component is not already displayed, click under the Accept button on the telephony toolbar to display it.

2 Click User Settings on the Multimedia toolbar.

3 Select Change Password.

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5 In the New Password box, type your new password. Your new password cannot be the same as your Agent Logon ID.

6 In the Confirm Password box, retype your new password.

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Using the CCAD in a SIP-enabled contact

center

Introduction

Read this section only if you are working in a SIP-enabled contact center.

Functions of the Contact Center Agent Desktop

The telephony toolbar contains buttons used to access functions that are similar to the buttons on your telephone:

Accept—Accept the new contact.

Release/Reject—If you are currently on a call, click Release to end the call. When a contact is offered to the agent, the Reject button is displayed. Originate—Make a call.

Hold/UnHold—Place a call on Hold. Click UnHold to release the call from Hold.

Transfer—Transfer a call to a specific agent.

Conference—Conference a specific agent into the current call.

Ready/Not Ready—Change your state from Ready to Not Ready or from Not Ready to Ready.

Logged In/Logged Out—Log on to the Agent Desktop. If you are already logged on, you can log off.

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The DTMF, Emergency, Supervisor, and Observe functions are hidden by default. Click the blue arrow in the top right corner to expand the toolbar and access these functions.

Although you can perform actions, such as placing a customer on hold, on your phoneset, Nortel recommends that you use the Agent Desktop toolbar to carry out all telephony actions in a SIP-enabled contact center.

Functions on the Multimedia PC Client

The Multimedia PC Client toolbar contains buttons used for creating video, performing instant messaging functions, and sharing information with customers. For more information about the Multimedia PC Client, see the

MCS 5100 Multimedia PC Client User Guide found on Helmsman

(www.nortel.com/helmsman).

Activity Code—Enter an activity code to indicate the type of call you are performing. For example, you might have an activity code for sales calls. Your supervisor or administrator provides the activity codes.

The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center.

DTMF—Add digits in response to interactive voice requests.

Emergency—Immediately connect with your supervisor in an emergency.

Supervisor—Conference your supervisor into your current call.

Observe—Supervisors can listen in to a call between agent and a customer.

Make a Call—Start an audio or video phone call.

Instant Message—Send and receive text notes among one or more recipients, even while you are engaged on an active call.

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Starting the Multimedia PC Client

The Nortel Networks Multimedia PC Client is installed and configured on your machine by your system administrator. For more information about the Nortel Networks PC client, see the MCS 5100 Multimedia PC Client User Guide found on Helmsman (www.nortel.com/helmsman).

Directory—Manage, track, and access information about all of your key contacts.

Call Logs—See a listing of incoming and outgoing calls.

Friends Online—Show the connection status of your friends.

Preferences—Change your program preferences.

Send File—Send a file to another user.

Sharing—Initiate application sharing with another user.

Routes—Connect to your Personal Agent to specify your routing rules.

Personal Agent—Connect to your Personal Agent to change your settings.

Chat—Join or create a chat room to begin chatting.

End video—Stops video. However, the voice call can still remain active.

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Your administrator can place an icon on the desktop for starting the Multimedia PC Client.

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To start the Multimedia PC Client

On the Windows Start menu of your client machine, click All Programs >

Nortel > Nortel Networks PC Client.

Result: The Converged Multimedia PC Client window appears.

To ensure the MCS Multimedia PC Client properly reports you as available or on the phone, you must ensure the Report when on the phone check box is selected.

To enable Report when on the phone

1 Click Preferences.

2 In the Category box, click Preferences.

3 Select the Report when on the phone check box.

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Starting the Contact Center Agent Desktop

Use the same process defined in “Starting the Agent Desktop” on page 28 to start the Contact Center Agent Desktop.

If your userID is configured on the Communication Control Toolkit server, the Agent Desktop toolbar appears. If you are not configured on the Communication Control Toolkit server, you must enter your user credentials in the User

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Changing your status

Introduction

When you first log on, your status is set to Not Ready by default. Use the Agent Desktop application to set your status to Ready or Not Ready at any time. A color-coded bar on the toolbar indicates your current status as follows:

„ Red—logged off, logged on but set to Not Ready

„ Yellow—logged on but idle

„ Green—on an active (inbound/outbound) contact. The bar changes to green when a contact is presented to the Agent Desktop.

„ Orange—active contact on hold

Changing to ready or not ready status

When your status is set to Ready, you are available to create or receive contacts (inbound calls, outbound calls, or e-mail) depending on your assigned skillsets. When your status is set to Not Ready, you remain logged on and can initiate new contacts or open existing contacts, but you cannot receive new contacts. You can only handle one contact at any one time. If you are currently handling a contact, you cannot create a new contact.

When you set your status to Not Ready, you must select a Not Ready Reason Code, if one is configured, to indicate your reason for changing your status to Not Ready.

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To change to ready status

To change your status to Ready, click Not Ready.

Result: The system places you in ready status. The Not Ready button changes

to Ready. You are now ready to accept contacts.

To change to not ready status

1 Click Ready.

Result: The system places you in not ready status. The Ready button

changes to Not Ready.

2 If the administrator has configured that you must enter a reason code, then you must type a reason code in the Activity Code box, and then press the

Enter key. ATTENTION

When CCAD agents are using another application and inadvertently activate the Agent Desktop, the agent status can be toggled by using the Enter and Spacebar keys. For

example, an agent clicked on the Not Ready key and is working on another application. If the agent then inadvertently activates the Agent Desktop window and during their typing presses the Enter or Space Bar keys, the status changes to Ready. This may cause the agent to be unexpectedly presented with a contact.

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Working with contacts

Introduction

You can only work on one routed contact at a time. When you are working on a routed contact, you cannot be assigned another contact until the current contact is completed or the contact is transferred to another person.

Viewing the current contact

The routed contact is displayed in the list view on the Agent Desktop Telephony toolbar.

The three columns provide the information about the contact:

„ Type—The type of contact: Outbound, E-mail, or Voice contact, or Dialed Number call (an outgoing call from your computer).

„ Local—The state of the contact on your machine: Ringing, Active, Held, Held for transfer (TransferInitiated), or Held for conference

(ConferenceInitiated).

„ Remote—The state of the contact on the remote machine, or the other end of the connection: Alerting, Established, Failed, or Conference.

When you are assigned a contact, it appears in the list view.

When you make a Dialed Number (DN) call, such as dialing an outbound voice call, the information about the dialed call is also displayed in this view.

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Understanding the status of a contact

A contact has one of the following statuses:

„ New—Contact is in the queue and will be routed to the next available agent.

If a contact was postponed, the status also appears as New.

„ Open—An agent (who could be you) is working on the contact.

„ Waiting—Contact is waiting to be queued into the contact center (outbound contacts only).

„ Closed—Contact is complete.

Changing the status of the contact

If you fulfill a voice call, the contact status changes from Open to Closed when the call is completed. For more information, see “Ending a call” on page 71 for inbound voice calls.

In a Multimedia-enabled contact center, you close an outbound contact by completing the call. For more information, see “Ending the call” on page 84. In a Multimedia-enabled contact center, when an e-mail message is complete, you must close it. For more information about closing an e-mail message, see “Closing the e-mail contact” on page 105. If you are working on an e-mail message, you can also forward the message to a person outside of the contact center or postpone work on the message to handle a more urgent issue. For more information about forwarding or postponing work on an e-mail message, see “Postponing work on a contact” on page 106.

If you are a supervisor, you can close multiple e-mail contacts. To close multiple e-mail contacts, perform the following steps.

ATTENTION

The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with

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1 Search for a list of the e-mail contacts you want to close.

2 Select the contacts you want to close by pressing the ALT or SHIFT key while you click contacts in the search results. Selected contacts are highlighted in blue.

a. Right-click a highlighted contact, and then click Close All.

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b. Complete the reason for closing the contacts.

c. Add a note to describe the reason that you are closing the contacts. (optional)

d. Click Close.

Searching for multimedia contacts

In the operation of the Contact Center Agent Desktop as an application to handle e-mail and outbound contacts, you can search for existing contacts to review. If the multimedia component is not already displayed, click under the Accept button on the telephony toolbar to display it. You can be in either Ready or Not Ready status when searching for a contact.

You can search for any e-mail, outbound, or Web communications contact recorded in the multimedia database using the following criteria:

„ Skillset (is, is not)

„ Status (is, is not)

ATTENTION

The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with

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„ Type (is, is not)

„ Disposition code (is, is not)

„ Mail To (contains, begins with, ends with) „ Mail From (contains, begins with, ends with)

„ Arrival Date (before, on, after) „ ID (less than, equal to, greater than)

You can use one or more search criteria to define the contacts you want to review. Each criteria limits the previous selection.

For example, to find all e-mail contacts, you can create a search of the contacts based on the type.

You can refine the search by adding a second search criterion, locating only the closed e-mail contacts.

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To search for a contact

1 Click Contact Search in the multimedia toolbar.

Result: The Contact Search window appears.

2 In the first column, select the contact property by which you want to search (for example, ID, subject, or status).

3 In the second column, select the restriction for the search (for example, is or is not).

Tip: The search restriction depends on the contact property selected from

the first column.

4 In the third column, type the text, number, or date that you want to find. The contact search is not case-sensitive).

5 Add as many search criteria rows as you require. Each additional search criteria narrows the search field.

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6 Click Search.

Result: The Search Results appear.

Tip: You can sort the search results by clicking the column heading for the

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7 Double-click to select the contact you want to review.

Result: The Contact Details window appears. The Contact Details window

contains information about the customer, the contact, and notes that agents have added to the contact record.

8 View or open the contact (see “Viewing and opening a contact” on page 51), or print the results of your search (see “Printing search results” on page 57). You can only open e-mail contacts.

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Viewing and opening a contact

In the operation of the Contact Center Agent Desktop as an application to handle e-mail and outbound contacts, you can view a multimedia contact to see what information is available. You can also open an e-mail contact. You can only open an e-mail contact when your status is set to Not Ready and if no other agent is working on it. An icon in the first column of the History tab shows the status of the contact.

To view a contact

1 Use the search tool described in “Searching for multimedia contacts” on page 46, to find a contact.

2 Right-click, and then click Read Only Contact to view the contact details and the customer details.

Result: The information in the contact details and customer details are

read-only. You cannot change any of the information in the window.

ATTENTION

The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, “Handling telephony contacts.”

Icon Description

The contact is new and in the queue waiting to be routed to an agent. The new contacts are usually from the customer, but they could also be contact transfers or scheduled callbacks.

The contact is open, and this agent is working on it. Actions in the right-hand side of the Agent Desktop window are recorded for the contact. The contact is closed.

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To open a contact

1 Use the search tool described in “Searching for multimedia contacts” on page 46, to find a contact.

2 If the Contact History tab shows Take Ownership, another agent currently owns this customer. For more information about preferred agents for customers, see “Assigning a preferred agent” on page 60.

3 Ensure that your status is set to Not Ready.

4 Right-click, and then click Pull Contact.

Result: If the Pull Contact item is not available, another agent currently has

the contact open and you can only view it. If the contact is currently closed, a dialog box appears asking if you want to open it.

5 Click Yes to open the contact.

Result: The Agent Desktop automatically changes your status to Ready

and answers the pulled contact. In the historical contact list, the opened contact is indicated with a pin icon .

The length of time that a contact stays open on the agent’s desktop is controlled by the maximum open duration setting. The maximum open duration setting is configured in the Agent Desktop Configuration option of the Multimedia Administrator.

When the maximum open duration time is reached, the following message appears.

ATTENTION This procedure applies to all e-mail contacts and

outbound contacts in a New state post CCMM_6.0_SUS_0602.

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Working with customers

Introduction

In the operation of the Contact Center Agent Desktop as an application to handle e-mail and outbound contacts, each contact is a communication, through telephone or e-mail with a customer. Contact Center Agent Desktop has a database that contains customer contact information such as the address, telephone number, or e-mail address.

You can use the Agent Desktop interface to communicate with customers:

„ by telephone, when a customer calls the contact center

„ by telephone, when your contact center is participating in an outbound campaign

„ by e-mail, when a customer sends an e-mail to the contact center

„ by text chat, when a customer requests a text chat session from a web page „ by creating a callback to schedule a call to a customer

„ by creating an e-mail to send information to a customer „ by making a call to a customer

Finding a current customer

You can look up customer information for a contact. To search for a customer record in the database, use one or more of the following criteria:

„ First Name

ATTENTION

The remaining sections in this chapter refer only to the operation of the Multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, “Handling telephony contacts.”

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„ Address „ Phone Number

„ E-mail Address

You can use one or more search criteria to define the customers you want to find. Each criteria limits the previous selection.

To find a customer

1 In the multimedia toolbar, click Customer Search.

Result: The Customer Search window appears.

2 In the first column, select the contact property by which you want to search (for example, first name, last name, e-mail address).

3 In the second column, select the restriction for the search (for example, begins with, contains, or ends with).

Tip: The search restriction depends on the contact property selected from

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5 Click the plus sign (+) to add additional search criteria. Click the minus sign (-) to remove search criteria. Add as many search criteria rows as you require. Each additional search criteria narrows the search field.

6 Click Search.

Result: The Search Results appear.

Tip: You can sort the search results by clicking the column heading for the

field by which you want to sort.

7 Click the contact you want to view.

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Printing search results

You can print the search results displayed in the Customer Details window. You must ensure that you resize the window to show the information you want to print.

To print search results

1 Resize the details window to show the information you want to print. You can drag the pane size to the right and down to view more information.

2 Click the printer icon ( ).

3 Select the correct printer settings.

Creating a new customer

If the multimedia database does not contain information about a customer, you can create a customer record. When you create a customer record, the record contains only required information, such as the customer surname and either an e-mail address or a telephone number, to make the customer record valid. You can add other information to the customer record. For more information about adding information to customer records, see “Adding information to a customer record” on page 58.

When you create a customer, you automatically take ownership of the customer.

To create a new customer record

1 Click Customer Details.

2 If a customer is loaded in the customer details window, click Clear View to clear the fields.

ATTENTION

The remaining sections in this chapter refer only to the operation of the Multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, “Handling telephony contacts.”

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3 Click Create Customer.

Result: The Create Customer window appears.

4 In the Title box, select the title (Mr., Mrs., or Ms) for the customer.

5 In the Last Name box, type the surname of the customer. You must complete this field.

6 In the First Name box, type the chosen name for the customer.

7 In the Email Address box, type the e-mail address for the customer.

8 In the Phone Type box, select the type of phone number (for example, home or business).

9 In the remaining telephone number boxes, type the international code, the area code, and the number.

Tip: You must type a number in the number box if you do not specify an

e-mail message for this customer.

10 Select Default if the number is the default number for outbound calls.

11 Select Barred to bar this number from any outgoing call lists. When this box is checked, you can e-mail the customer but cannot call them.

12 Click Save.

Adding information to a customer record

You can type information about the customer into the text boxes in the Create Customer window, or you can copy the text from a current contact. In addition to

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„ a mailing address

„ multiple e-mail addresses

„ multiple telephone numbers

„ other customer fields, if defined by the administrator, such as the age group for the customer or the customer’s birth date

You can configure more than one e-mail address for a customer. If you create more than one e-mail address, you must select a default address. The default address is used when you send a contact to the customer; however, you can change the address for an individual contact.

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Assigning a preferred agent

The preferred agent is the agent who handled the first contact by a single customer. If you are the preferred agent for a particular customer, the multimedia contacts from this customer route to you. If another agent reviews the contacts, the other agent can take ownership of the customer’s contacts.

To take the role of a preferred agent

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Handling telephony contacts

In this chapter

Overview 62

Accepting a call 63

Accepting a SIP call 65

Handling telephone calls 66

Making a call 72

Handling an emergency 73

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Overview

This chapter describes how to handle incoming telephone calls from customers in Contact Center Agent Desktop.

You can use the Contact Center Agent Desktop to perform the following telephone tasks:

„ Accept incoming contacts. „ Enter an activity code.

„ Place a call on hold.

„ Transfer a call to another party.

„ Conference a call. „ End a call.

„ Call a supervisor. „ Handle an emergency.

„ Make a call.

Although you can use your phoneset to perform certain functions, Nortel recommends that you use the Agent Desktop toolbar to perform all telephony functions, such as logging on or off, changing your ready status, accepting or rejecting a call, placing a customer on hold, transferring a customer, calling a supervisor, and releasing a call. Do not perform any of the preceding telephony tasks by using a mixture of steps performed on your phoneset and the telephony toolbar. For example, do not place a call on hold using your phoneset and then retrieve the call by clicking Unhold on the toolbar.

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Accepting a call

Introduction

You can use the telephony toolbar in the Agent Desktop interface to accept and work with telephone calls. To receive the incoming calls, you must be in Ready status and you must have a skillset designated for handling telephone calls. The Agent Desktop appears as follows when a call is assigned to an agent:

If you are assigned to a multimedia skillset, you can click on the telephony toolbar to search for, create, and update contact and customer details.

The Agent Desktop can be configured to give visual and audible alerts when a contact is presented. These features are configured by an administrator, using the Contact Center Multimedia Administrator.

„ Audible Alert—The Agent Desktop emits a beep.

„ Bring to Front—The Agent Desktop comes to the front of the desktop to cover all current windows.

„ Give Focus—The Agent Desktop window is given focus so that all actions in other windows are stopped.

For information about enabling or disabling these features, see the Contact

Center Multimedia and Outbound Installation and Maintenance Guide.

Accepting or declining an incoming contact

When you accept an incoming contact, you are connected to it. The relevant telephony toolbar icons become active and the call timer is displayed in the status bar.

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To accept an incoming contact

Click Accept.

To decline an incoming contact

Click Reject.

Result: The contact is placed back in queue and queued to another agent. Your

status is set to Not Ready. You cannot receive new incoming contacts until you change your status to Ready.

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Accepting a SIP call

As an agent in the SIP-enabled contact center, accept the call using the Agent Desktop application.

When you click Accept, the Multimedia PC client shows that a call is in progress.

You can also reject the call. If you reject the call, you are placed into Not Ready status.

While the call is in progress, the call duration is tracked on the Agent Desktop and on the Multimedia PC client.

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Handling telephone calls

Entering an activity code

You can use the telephony toolbar to enter one or more activity codes during your calls. Activity codes provide a method to track the time agents spend on various types of calls. For example, you can use an activity code to track sales calls. You can enter that activity code in the Agent Desktop during sales-related calls. Your supervisor or system administrator provides the activity codes. The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center.

To enter an activity code

1 On the telephony toolbar, in the Activity Code box, type the code for your call.

2 Press the Enter key to submit the activity code.

Placing a call on hold

You can interrupt your current call by placing the call on hold. The following procedures describe how to place a call on hold and then how to release the call from hold to speak to the caller again.

The Hold button flashes orange when a call is on hold.

To place a call on hold

On the telephony toolbar, click Hold.

Result: The call is placed on hold, the status bar color changes to orange, and

Hold changes to Unhold and starts flashing.

To release a call on hold

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Transferring a call

You can transfer a call to another agent in your contact center. You can choose to perform a supervised transfer or a blind transfer. In a supervised transfer, the call is placed on hold, and you speak to the third party before completing the transfer. In a blind transfer, you simply transfer the call without speaking to the third party.

To transfer a call

1 On the telephony toolbar, click Transfer.

Result: The Transfer window appears. The Blind Transfer option is selected

by default.

2 Select the Blind Transfer or Supervised Transfer option.

3 In the Number to transfer box, type the number to which you want to transfer the call.

If you select Supervised Transfer, the active call is placed on hold and a call is placed to the third party. While you speak with the third party, the Transfer and Hold buttons both flash to indicate that you have a customer on hold and must complete the transfer.

4 Click OK.

Result: The call is transferred to the third party and is dropped from your

telephone. The call timer stops and the status bar color changes to yellow indicating that you are available to take another call.

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Transferring a SIP call

To transfer a call in a SIP-enabled contact center, perform the steps outlined in “To transfer a call” on page 67. However, if a file transfer took place between you and the customer before you transferred the call, you need to perform an additional step to ensure that any subsequent file transfers are sent to the correct destination.

After you complete the transfer, you must close the PC client session window, which is shown in the following diagram.

If you do not close the PC client session window after you transfer the call and the customer sends another file, you receive the file instead of the agent who is now handling the call.

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Conferencing in another party

In a conference, you can speak to your customer, as well as another agent or a supervisor from the contact center.

To conference in another agent

1 On the telephony toolbar, click Conference.

Result: The Conference window appears and the customer is

automatically put on hold.

2 In the Number box, type the number of the party you want to conference into the call.

3 Click OK to begin the conference.

Result: You can now speak with the new party before starting the

conference.

4 Click Conference again to set up the conference with the customer and the other agent.

To conference in a supervisor

1 On the telephony toolbar, click Supervisor.

Result: Your supervisor is brought into the call and the customer is

automatically put on hold. You can speak to your supervisor before the conference begins.

2 Click Supervisor again.

Result: You, your supervisor, and the customer are conferenced into the

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Conferencing in another party on a SIP call

To conference in another party on a SIP call where file transfers are not necessary, perform the steps outlined in “To conference in another agent” on page 69 or “To conference in a supervisor” on page 69.

If a file transfer occurs between you and the customer before you conference in another agent (or supervisor), and you need to send a file to the agent (or supervisor), you must know the identifier (number) of the target agent.

Perform the following steps to send a file to another agent on a conference call:

1 On the Multimedia PC Client, select Tools > Send File.

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4 Click Open to initiate the file transfer.

Ending a call

If you were in Ready status before the call, you automatically return to Ready when you terminate the call. If you require time to perform call wrap-up tasks before you accept another call, change your status to Not Ready and enter a Not Ready Reason Code in the Code field of the telephony toolbar. For more information, see “Changing your status” on page 41.

The Activity Code box for typing the Not Ready Reason Code may not appear on the telephony toolbar based on the configuration of your contact center.

To end a call

On the telephony toolbar, click Release.

Result: The call is terminated.

Calling your supervisor

You can call your supervisor while you are not currently handling a call. To call a supervisor when you are on a call, see “To conference in a supervisor” on page 69.

To call a supervisor

On the telephony toolbar, click Supervisor.

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Making a call

You can use the Contact Center Agent Desktop to make a call.

Example

You were working with a customer who asked for information that was not available yesterday. Today, the information is available, and you want to call the customer back.

To make a call

1 On the telephony toolbar, click Originate.

Result: The Enter Destination dialog box appears. By default, the

telephone number from the customer’s record appears in the Number box.

2 Click OK to dial the default number, or type a new number and then click

Call.

Result: The call is dialed.

3 Click Release when you complete the call.

4 If required by your supervisor, enter an activity code in the Activity Code box, and then press the Enter key.

Using DTMF digits

If, during a call, you must navigate through a call center menu, or dial numbers for accessing voice messages, you can use the DTMF feature.

The DTMF feature is launched by hovering your pointer over the arrow on the right of the telephony toolbar. A small keypad with the numbers 0-9, * and # appears. Use this keypad to enter the numbers.

ATTENTION In a SIP contact center, you should use the Contact Center

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Handling an emergency

If you require immediate assistance while handling a call, you can summon the help from your Supervisor in the call center.

Example

You are talking to a customer who suddenly threatens you. You believe that you need a supervisor on the call immediately.

The caller is not put on hold when the supervisor is conferenced in an emergency.

To use the Emergency key

On the telephony toolbar, click Emergency.

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Observing calls

Introduction

In a SIP-enabled contact center, a supervisor or agent-supervisor can use the observe and barge-in functions to listen in on a call. The supervisor or agent-supervisor can listen to a call, but cannot be heard during the call while observing the call. The supervisor or agent-supervisor can participate in a call between the agent and the customer when using the barge-in feature. The supervisor or agent-supervisor actions do not affect the normal connect and disconnect actions of the agent and customer conversation.

An agent-supervisor has the capability to both handle calls and be a supervisor to other agents.

Observing a call

While an agent is on a call, a supervisor or an agent-supervisor can perform the following steps to observe the agent’s call. Only one supervisor at a time can observe a call, and the supervisor can only observe one call at a time.

1 Log on to the Contact Center Agent Desktop. For information about logging on to the Contact Center Agent Desktop, see “Starting the Agent Desktop” on page 28.

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3 Click Observe.

Result: The Supervisor Control dialog box appears on the screen in

addition to the Contact Center Agent Desktop toolbar.

Tip: In the Assigned Agents box, the indicates the agents assigned to

this are ready to receive calls, and the indicates the agents are not ready to receive calls.

4 Under Current Agent Contacts, select the call that you want to observe.

5 In the Supervisor Control, click Observe.

Result: A new call is presented in the Supervisor’s Agent Desktop. This call

is not a contact center call, so the agent does not have to be ready. The call connects the Supervisor or Agent-Supervisor to the selected Agent call.

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