Using IP Office Contact Center User Interface

Edition: 1.0 02/07/2014

COMPAS ID: 163731

© 2014

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COMPAS This document is also available in the COMPAS database. The COMPAS ID for this document is 163731.

Contents About this manual

15

Overview: About this manual .................................................................................................. 15 Questions about this manual .................................................................................................... 15 Who is part of the target group? ................................................................................ 15 What kind of information is provided?...................................................................... 15 What kind of information is not provided?................................................................ 16 How is this manual organized? .................................................................................. 16 Which edition are you reading? ................................................................................. 16 Where can you find additional information? ............................................................. 16 How do you get a printed copy? .............................................................................................. 17 Prerequisites .............................................................................................................. 17 Printing the manual.................................................................................................... 17 Problems when printing ............................................................................................. 17

Getting to know the application

19

What is the purpose of the IP Office Contact Center UI application? ..................................... 19 What is IP Office Contact Center UI? ....................................................................... 19 Which topics do you, the user, have to read?........................................................................... 21 Which types of users are there? ................................................................................. 21 Agent ......................................................................................................................... 21 Supervisor.................................................................................................................. 22 Administrator............................................................................................................. 22 Starting, pausing and exiting the application ........................................................................... 23 Which prerequisites must be met before you can use the IP Office Contact Center UI application? ............................................................................................... 23 Which privileges do you have as an agent in the IP Office Contact Center UI application? ............................................................................................................... 23 Choose a terminal ...................................................................................................... 23 Starting with the Taskbar........................................................................................... 23 Starting with the Windows User Account ................................................................. 24 Taking a break ........................................................................................................... 24 Starting a break .......................................................................................................... 24 Ending a break ........................................................................................................... 24 When is a break denied? ............................................................................................ 24 Initiating a Break during the Wrap-up Time ............................................................. 26 Logging out ............................................................................................................... 26 Exiting the application ............................................................................................... 26 Changing the password.............................................................................................. 27 Changing the alias ..................................................................................................... 27 Structure of the IP Office Contact Center UI application ........................................................ 28 Title bar ..................................................................................................................... 28 Application icon ........................................................................................................ 28 Menu bar ................................................................................................................... 28 Menus and commands ............................................................................................... 29 Info Area ................................................................................................................... 31 Taskbar ...................................................................................................................... 33 Work area .................................................................................................................. 35 Using the Help function ........................................................................................................... 36 Starting the Online help contents............................................................................... 36

Using IP Office Contact Center User Interface

Contents • 3

Help during operation ................................................................................................ 36 Searching for a certain term....................................................................................... 36 Signing on to or out of from agent groups ............................................................................... 38 Select AG .................................................................................................................. 38 Signing on to agent groups ........................................................................................ 39 Signing out of agent groups ....................................................................................... 40 Working with profiles................................................................................................ 41 Displaying information about the IP Office Contact Center UI application ............................ 42 What information about MainFramework does the About dialog show? .................. 42 Displaying information .............................................................................................. 42

Customer service: Home module

43

Structure................................................................................................................................... 43 Icons in the Taskbar................................................................................................... 43 General structure ....................................................................................................... 43 Menu bar ................................................................................................................... 43 Requirements: Privileges ........................................................................................... 44 Home realtime information view ............................................................................................. 45 Views in the Home module ....................................................................................... 45 Home File View tool bar ........................................................................................... 45 General properties of home realtime information .................................................................... 46 General tab ................................................................................................................ 46 Settings ...................................................................................................................... 46 Presentation tab ......................................................................................................... 46 Configuring home realtime information .................................................................................. 47 Working with home realtime information ................................................................. 47 Configuring realtime information .............................................................................. 47 What realtime information elements are available? .................................................. 47 Assigning home realtime information for other agents ............................................. 48

Customer service: Telephony module

49

Structure................................................................................................................................... 49 Icons in the Taskbar................................................................................................... 49 General structure ....................................................................................................... 49 Menu bar ................................................................................................................... 49 Requirements: privileges ........................................................................................... 50 Telephony realtime information view ...................................................................................... 51 Views in the Telephony module ................................................................................ 51 Telephony File View tool bar .................................................................................... 52 General properties of Telephony realtime information ............................................................ 53 General tab ................................................................................................................ 53 Settings ...................................................................................................................... 53 Presentation tab ......................................................................................................... 53 Configuring Telephony realtime information .......................................................................... 54 Configuring Telephony realtime information ............................................................ 54 Configuring realtime information .............................................................................. 54 What realtime information elements are available? .................................................. 54 Direct call .................................................................................................................. 56 Assigning Telephony realtime information for other agents ..................................... 57 Structure of the contact bar ...................................................................................................... 58 Contact bar ................................................................................................................ 58 Contact information lines .......................................................................................... 58 Function bar ............................................................................................................... 60 Only contact bar displayed ........................................................................................ 61 Minimized view ......................................................................................................... 65 Contact bar configuration ........................................................................................................ 66 Configuring your own contact bar ............................................................................. 66 Configuring the contact bar for other agents ............................................................. 66 Contact bar configuration .......................................................................................... 66

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How do you select telephone elements? .................................................................... 67 Telephone keys .......................................................................................................... 67 Making calls ............................................................................................................................ 70 Additional information on making calls .................................................................... 70 What is a Call Center call? ........................................................................................ 70 Answering a call ........................................................................................................ 70 If you do not answer a call ........................................................................................ 72 Ending a conversation ............................................................................................... 72 Calling a subscriber ................................................................................................... 73 Outgoing call center calls .......................................................................................... 74 Redialing ................................................................................................................... 75 Consultation calls ...................................................................................................... 76 Conference................................................................................................................. 77 Toggle........................................................................................................................ 78 Transferring connections ........................................................................................... 80 Holding calls.............................................................................................................. 81 Requesting support .................................................................................................... 82 Requesting active support (Emergency) .................................................................... 82 Support from the supervisor ...................................................................................... 83 Using the phone book .............................................................................................................. 84 Opening the phone book ............................................................................................ 84 Phone book views ...................................................................................................... 84 Switching the view of the phone book ...................................................................... 84 Which address books can you use? ........................................................................... 84 What information does the telephone list show? ....................................................... 85 What information does the detail view show? ........................................................... 85 Searching for and calling a subscriber ....................................................................... 86 Entering a job code .................................................................................................................. 87 Which prerequisites have to be met? ......................................................................... 87 What are job codes used for?..................................................................................... 87 Mandatory job code ................................................................................................... 87 Entering a job code .................................................................................................... 88 Using ACW ............................................................................................................................. 89 ACW.......................................................................................................................... 89 Extending the preset ACW ........................................................................................ 89 End of ACW .............................................................................................................. 90 Manual ACW ............................................................................................................ 90 DTMF ...................................................................................................................................... 91 DTMF ........................................................................................................................ 91 Qualifying calls ........................................................................................................................ 92 You have reached the correct subscriber ................................................................... 92 You have not reached the correct subscriber ............................................................. 92 You have reached a fax machine ............................................................................... 93 Information messages .............................................................................................................. 94 Information message statuses .................................................................................... 94 Messages from the Realtime information module ..................................................... 94 Messages about the connection ................................................................................. 94 Messages for telephony ............................................................................................. 96 Customer history and quick bar ............................................................................................... 97 About Customer history ............................................................................................ 97 Requirements for the customer history ...................................................................... 98 Properties of the customer history ............................................................................. 98 Configuring a customer history ............................................................................... 100 Using customer history ............................................................................................ 100 About quick bar ....................................................................................................... 101 Prerequisites for a quick bar .................................................................................... 102 Predefined quick bar with customer history ............................................................ 102 Usable Telephony elements in the quick bar ........................................................... 102 Configuring a quick bar ........................................................................................... 103 Using a quick bar ..................................................................................................... 103

Using IP Office Contact Center User Interface

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Customer service: E-mail module

105

E-mail module ....................................................................................................................... 105 Properties ................................................................................................................. 105 Opening ................................................................................................................... 106 Structure of the module.......................................................................................................... 107 Illustration and explanation of areas on E-mail screen ............................................ 107 Menus and commands ............................................................................................. 108 Icons: Document status............................................................................................ 109 Transmission job status (Outbox folder only) ......................................................... 109 Icons: Create new e-mail ......................................................................................... 110 Format, Font, Font size ............................................................................................ 111 Mailbox folders ....................................................................................................... 112 Processing status display ......................................................................................... 113 Action bar ................................................................................................................ 113 Agent status indicator .............................................................................................. 117 Email display area and processing area ................................................................... 117 Configuring mailbox folders .................................................................................................. 118 Available mailbox folders ....................................................................................... 118 Setting visible folders .............................................................................................. 119 Displayed columns configuration ............................................................................ 119 Sorting columns ....................................................................................................... 121 Changing the column width ..................................................................................... 121 Adapting the work area ........................................................................................... 121 Processing documents (mailbox folders) ............................................................................... 122 Mailbox folders: Inbox ............................................................................................ 122 Special features of documents ................................................................................. 123 Special features of documents assigned in the IP Office Contact Center system .... 125 Special features of directly addressed incoming documents ................................... 127 Special features of new outgoing documents .......................................................... 127 Mailbox folders: Deferred ....................................................................................... 127 Mailbox folders: Drafts ........................................................................................... 128 Mailbox folders: Sent .............................................................................................. 129 Mailbox folders: Deleted ......................................................................................... 129 Mailbox folders: Overview...................................................................................... 129 Mailbox folders: Completed .................................................................................... 131 Mailbox folder: Archive .......................................................................................... 132 All mailbox folders: Search function ....................................................................... 133 Scrolling in folders .................................................................................................. 134 Processing documents (mail header) ..................................................................................... 135 Sender addresses...................................................................................................... 135 Using addressing options ......................................................................................... 136 Key sequences ....................................................................................................................... 139 E-mail editor ............................................................................................................ 139 E-mail list ................................................................................................................ 139 Functions and commands ........................................................................................ 140 Using the address books ........................................................................................................ 141 Types of address books ........................................................................................... 141 Search fields in the address books ........................................................................... 142 Search ...................................................................................................................... 143 Displaying and changing transmission settings ....................................................... 143 Displaying and changing a distribution list ............................................................. 144 Configuring options ............................................................................................................... 145 Configuring updates ................................................................................................ 145 Available options ..................................................................................................... 145 Setting the options ................................................................................................... 147 Importing personal address books ........................................................................................ 148 Limitations............................................................................................................... 148 Error handling.......................................................................................................... 148 Import files .............................................................................................................. 148

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Creating templates for CSV files ............................................................................. 150 Importable columns ................................................................................................. 151 Importing ................................................................................................................. 152 Processing documents ............................................................................................................ 153 Creating a new document ........................................................................................ 153 Sending a document ................................................................................................ 153 Replying to the sender of a document ..................................................................... 154 Replying with or without the original text ............................................................... 154 Forwarding a document ........................................................................................... 155 Picking up a document ............................................................................................ 155 Delegating a document ............................................................................................ 156 Completing the processing of a transaction ............................................................. 156 Creating a signature ................................................................................................. 156 Allocating a job code ............................................................................................... 157 Adding an attachment .............................................................................................. 157 Configuring transmission options ............................................................................ 158 Holding and resubmitting a document ..................................................................... 160 Saving a document temporarily ............................................................................... 160 Repeating a failed transmission ............................................................................... 160 Resending a document ............................................................................................. 161 Printing a document ................................................................................................. 161 Editing attachments ................................................................................................. 162 Viewing processes and transmission status ........................................................................... 163 Displaying the processes ......................................................................................... 163 Displaying a transmission status.............................................................................. 163 Using the spell checker .......................................................................................................... 164 How is an entry identified if it is not in the dictionary? .......................................... 164 Performing a spell check ......................................................................................... 165 Functions and settings for the spell check ............................................................... 165 Working with text blocks ....................................................................................................... 167 Prerequisite .............................................................................................................. 167 Consider .................................................................................................................. 167 Structure of the text block view ............................................................................... 167 Inserting a text block ............................................................................................... 168 Tips and tricks........................................................................................................................ 169 Right mouse button (pop-up menu) ......................................................................... 169 What are privileges?................................................................................................ 170 Tracking messages.................................................................................................. 171 Viewing the properties of a message ....................................................................... 172

Customer service: Chat module

173

Chat module: Introduction ..................................................................................................... 173 Structure .................................................................................................................. 173 Icon in the taskbar ................................................................................................... 173 Icons in the tool bar ................................................................................................. 173 List view .................................................................................................................. 174 Chat progress ........................................................................................................... 175 Chat input ................................................................................................................ 175 Work with the Chat module ................................................................................................... 176 Prerequisite .............................................................................................................. 176 Starting the chat module .......................................................................................... 176 Signing on to agent group for chat .......................................................................... 176 Accepting a chat request .......................................................................................... 176 Answering a chat request......................................................................................... 177 Completing a chat request ....................................................................................... 177 Inserting a smily ...................................................................................................... 177 Check the spelling ................................................................................................... 177 Pausing and exiting.................................................................................................. 177 Setting the columns ................................................................................................. 177

Using IP Office Contact Center User Interface

Contents • 7

Printing the chat progress ........................................................................................ 177 Functions in the chat progress ................................................................................. 178 Use of the keyboard ................................................................................................. 178 Overview of the buttons .......................................................................................... 179 Use the chat archive ............................................................................................................... 180 Prerequisites ............................................................................................................ 180 Search in the chat archive ........................................................................................ 180

Supervision: Realtime information module

181

What is Realtime information? .............................................................................................. 181 What is realtime information? ................................................................................. 181 Features ................................................................................................................... 181 For which objects can you monitor the status? ........................................................ 182 Icons on the task bar ................................................................................................ 182 Additional Realtime Information command ............................................................ 182 Views in Realtime Information ............................................................................... 183 Default monitors ...................................................................................................... 183 View: File View..................................................................................................................... 184 Title bar ................................................................................................................... 184 Tool bar ................................................................................................................... 184 Folders ..................................................................................................................... 185 Pop-up menus in the File View ............................................................................... 185 View: Viewer ......................................................................................................................... 188 Title bar ................................................................................................................... 188 Tool bar ................................................................................................................... 188 Viewer View............................................................................................................ 188 View: Inspector ...................................................................................................................... 189 Title bar ................................................................................................................... 189 Tool bar ................................................................................................................... 189 Realtime information ............................................................................................... 190 Structure of realtime information ............................................................................ 191 Size of the work area ............................................................................................... 192 Default type ............................................................................................................. 192 Realtime information sheet ...................................................................................... 192 Realtime information elements .............................................................................................. 193 Which realtime information elements are available?............................................... 193 Displaying or hiding realtime information elements ............................................... 194 Configuring the settings of a realtime information element .................................................. 195 Settings of a realtime information element .............................................................. 195 Configuring the size of a realtime information element .......................................... 195 Font presentation ..................................................................................................... 195 Presentation of the background ............................................................................... 196 Color selection ......................................................................................................... 196 Hiding the title ......................................................................................................... 196 Hiding the total ........................................................................................................ 197 Configuring the column arrangement ...................................................................... 197 Configuring the number of columns ........................................................................ 198 Display information only for authorized ................................................................. 198 Configuring display range, limit values and colors for bar charts ........................... 199 Text elements ......................................................................................................................... 200 Label ........................................................................................................................ 200 Value element .......................................................................................................... 200 Maximum wait time for multiple topics .................................................................. 201 Hyperlink (text) ....................................................................................................... 201 E-mail to contact ..................................................................................................... 202 Out of office notice .................................................................................................. 203 Variable ................................................................................................................... 203 Tag (inline display).................................................................................................. 207 Tag (window display) .............................................................................................. 208

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Using IP Office Contact Center User Interface

Lists ....................................................................................................................................... 209 Agent status list ....................................................................................................... 209 Queue [Telephony] .................................................................................................. 212 Waiting e-mails [E-mail] ......................................................................................... 213 Number of conversations (AG) (topic) .................................................................... 214 Number of opened e-mails per AG (topic) .............................................................. 215 Skill combination .................................................................................................... 216 Abandoned Call list ................................................................................................. 217 Tables..................................................................................................................................... 219 Agent group table .................................................................................................... 219 Dialer table .............................................................................................................. 220 Topic table ............................................................................................................... 221 PBX table ................................................................................................................ 222 IVR table ................................................................................................................. 223 Graphics elements .................................................................................................................. 224 Image ....................................................................................................................... 224 Group ....................................................................................................................... 225 Bar chart .................................................................................................................. 226 Maximum wait time (topics) [Telephony] ............................................................... 227 Maximum wait time (topics) [E-mail] ..................................................................... 228 Queue (topics) [Telephony] ..................................................................................... 229 Waiting e-mails (topics) [E-mail] ............................................................................ 229 Individual status (LED) ........................................................................................... 229 Individual status (parser) ......................................................................................... 231 Pie chart ................................................................................................................... 233 Agent status (grid) ................................................................................................... 235 Agent status (team) .................................................................................................. 239 Telephone status ...................................................................................................... 239 Chart ........................................................................................................................ 240 Network overflows [Telephony] ............................................................................. 242 Remote functions ..................................................................................................... 243 Agent history ........................................................................................................... 245 Internet Browser ...................................................................................................... 246 Supervisor Assistance / Supervisor Emergency ...................................................... 247 Values .................................................................................................................................... 249 Topic values ............................................................................................................ 249 Agent values ............................................................................................................ 252 Agent group values .................................................................................................. 253 Team ........................................................................................................................ 254 PBX ......................................................................................................................... 254 Voice unit ................................................................................................................ 254 Dialer ....................................................................................................................... 255 Lines ........................................................................................................................ 256 Inserting or deleting objects .................................................................................... 257 Example: Inserting or deleting topics ...................................................................... 257 Drawing in realtime information sheets .................................................................. 258 Drawing a line ......................................................................................................... 258 Drawing a rectangle ................................................................................................. 258 Switching on selection mode ................................................................................... 258 Changing color, line type and line width ................................................................. 259 Selecting several drawn elements ............................................................................ 259 Deleting a drawn element ........................................................................................ 259 Saving window settings ......................................................................................................... 260 Working with a Detached Monitor .......................................................................... 260 Saving settings ......................................................................................................... 260 Saving settings for autostart .................................................................................... 260 Update types for realtime information ..................................................................... 261 Realtime display ...................................................................................................... 261 Periodic update ........................................................................................................ 261 What is a sliding window? ...................................................................................... 261

Using IP Office Contact Center User Interface

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Calculations ........................................................................................................................... 262 How are average values calculated? ........................................................................ 262 What is TSF and how is it calculated?..................................................................... 262 What is the DTSF and how is it calculated? ............................................................ 263 What is wait time? ................................................................................................... 263 Acceptance Level .................................................................................................... 263

Supervision: Reporting module

265

What is Reporting? ................................................................................................................ 265 Report data .............................................................................................................. 265 Advantages of reporting .......................................................................................... 266 Features ................................................................................................................... 266 Who collects the data? ............................................................................................. 266 What reporting types are available? ........................................................................ 266 What kinds of reporting are available? .................................................................... 267 For whom can you enable reporting? ...................................................................... 267 Which time settings are possible? ........................................................................... 267 How can you present reporting? .............................................................................. 267 How can you output reports? ................................................................................... 268 Reporting method .................................................................................................................. 268 Interval-based reporting........................................................................................... 268 Back office reporting ............................................................................................... 268 Which reporting method is active? .......................................................................... 269 Conditions for calls and conversations .................................................................................. 270 Times ....................................................................................................................... 270 Number .................................................................................................................... 271 Calculations ........................................................................................................................... 272 Average values ........................................................................................................ 272 Maximum values ..................................................................................................... 272 Example 1: Simple report calculation .................................................................................... 273 Prerequisites for example 1 ..................................................................................... 273 Illustration of example 1 .......................................................................................... 273 Counters for example 1 ........................................................................................... 273 Table for example 1 ................................................................................................. 274 Example 2: Reporting for ring time, call, established call and conversation time ................. 275 Prerequisites for example 2 ..................................................................................... 275 Illustration of example 2 .......................................................................................... 275 Counters for example 2 ........................................................................................... 275 Table for example 2 in interval reporting ................................................................ 276 Table for example 2 in back office reporting .......................................................... 276 Cross-checking reporting counters ........................................................................................ 279 Counters for topic reporting .................................................................................... 279 Counters for agent groups ....................................................................................... 279 Counters for agents .................................................................................................. 279 Features of e-mail reporting ................................................................................................... 281 No difference between interval-based and back office reporting ............................ 281 Availability of reporting counters............................................................................ 281 Maximum time to accept ......................................................................................... 281 Processing time........................................................................................................ 281 Default for processing time ..................................................................................... 281 Wait time ................................................................................................................. 282 Service-oriented topic counter ................................................................................. 282 Handling time (processing time) ............................................................................. 282 Number of e-mails from point of view of user ........................................................ 282 E-mail service factor................................................................................................ 283 Topic counters for internal workflow ...................................................................... 283 Opening reporting .................................................................................................................. 284 Necessary privileges ................................................................................................ 284 Reporting counters................................................................................................... 284

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Opening reporting .................................................................................................... 284 Icons on the task bar ................................................................................................ 285 Views in reporting ................................................................................................... 285 View: File View..................................................................................................................... 285 Illustration of areas .................................................................................................. 285 Title bar ................................................................................................................... 286 Tool bar ................................................................................................................... 286 Folders and reporting files ....................................................................................... 287 Pop-up menus in the File View ............................................................................... 288 View: Inspector ...................................................................................................................... 289 Illustration of areas .................................................................................................. 289 Title bar ................................................................................................................... 290 Tool bar ................................................................................................................... 290 Elements .................................................................................................................. 290 Reporting ................................................................................................................. 291 Element properties ................................................................................................................. 291 Element: Basic data ................................................................................................. 292 Element: Logo ......................................................................................................... 293 Element: Label ........................................................................................................ 293 Element: Table ........................................................................................................ 294 Element: Pie chart ................................................................................................... 294 Element: 3D pie chart .............................................................................................. 294 Element: Line graph ................................................................................................ 294 Element: Bar chart ................................................................................................... 295 Element: Dividing line ............................................................................................ 295 Explanations of pie charts and 3D pie charts ......................................................................... 296 Pie chart or 3D pie chart for an agent ...................................................................... 296 Pie chart or 3D pie chart for a topic......................................................................... 296 General properties of reporting .............................................................................................. 298 General tab .............................................................................................................. 298 Settings .................................................................................................................... 298 Presentation tab ....................................................................................................... 299 Color selection ......................................................................................................... 299 Properties of a reporting element ........................................................................................... 300 Overview of reporting elements and possible properties......................................... 300 Settings tab .............................................................................................................. 301 Tab: Period .............................................................................................................. 301 Tab: Output.............................................................................................................. 303 Tab: Counters .......................................................................................................... 306 Tab: Reporting type (agent example) ...................................................................... 306 Generating reports ................................................................................................................. 307 Generating new reports............................................................................................ 307 Editing reports ......................................................................................................... 307 Configuring basic data ............................................................................................. 307 Inserting and editing labeling elements ................................................................... 309 Inserting and editing a Table element ...................................................................... 310 Inserting and editing a Pie chart element ................................................................. 311 Inserting and editing a Line graph element ............................................................. 312 Inserting and editing a Bar chart element ................................................................ 313 Changing the position of an element ....................................................................... 313 Changing the size of an element .............................................................................. 314 Deleting an element ................................................................................................. 314 Editing folders and reports ..................................................................................................... 315 Renaming ................................................................................................................ 315 Duplicating .............................................................................................................. 315 Deleting ................................................................................................................... 315 Refreshing views ..................................................................................................... 316 Changing assignment (private, public) .................................................................... 316 Generating and viewing reports ............................................................................................. 317 Limitation ................................................................................................................ 317

Using IP Office Contact Center User Interface

Contents • 11

Generating reports ................................................................................................... 317 Generating reports in the workspace ....................................................................... 317 Viewing reports as a full screen .............................................................................. 317 Generating automatic reports ................................................................................................. 318 Prerequisite .............................................................................................................. 318 Generating automatic reports................................................................................... 318 Example for Automatic Statistics ............................................................................ 319 Exporting reporting data ........................................................................................................ 321 Output media ........................................................................................................... 321 File names................................................................................................................ 322 Export folder............................................................................................................ 322 Exporting reports ..................................................................................................... 322 Tips and tricks: Supervision reports ...................................................................................... 323 Using macros for Excel ........................................................................................... 323

Supervision: Agent Evaluation

325

Agent Evaluation module ...................................................................................................... 325 What is Agent Evaluation? ...................................................................................... 325 Opening the Agent Evaluation module.................................................................... 325 Creating an agent report .......................................................................................... 326 Tabular display ........................................................................................................ 327 Paging through information ..................................................................................... 328

Supervision: Contact Evaluation

329

Contact Evaluation module .................................................................................................... 329 What is Contact Evaluation? ................................................................................... 329 Areas of application for Contact Evaluation ........................................................... 329 Opening Contact Evaluation .................................................................................... 330 Creating a contact evaluation .................................................................................. 330 Paging through information ..................................................................................... 331 Export ...................................................................................................................... 331 Tabular display ........................................................................................................ 331 Tabular display: details............................................................................................ 333

Administration: UI Configuration module

337

Structure of the UI configuration module .............................................................................. 337 Opening the UI Configuration module .................................................................... 337 UI Config Control interface ................................................................................................... 338 UI Config Control view ........................................................................................... 338 Opening the UI configuration .................................................................................. 338 Updating the view ................................................................................................... 338 Settings for system, profile and agent .................................................................................... 339 Configuring the contact bar ..................................................................................... 340 Configuring the home module ................................................................................ 341 Configuring the Telephony module ......................................................................... 341 Adding Autostart realtime information ................................................................... 341 Configuring the status bar ....................................................................................... 341 Selecting an Active View ........................................................................................ 342 Configuring Colors for Keys and Pie Charts ........................................................... 343

Administration: additional modules

346

Administration task bar.......................................................................................................... 346 Prerequisite .............................................................................................................. 346 Administration task bar ........................................................................................... 346 Overview of additional modules ............................................................................................ 348 Configuration module .............................................................................................. 348 Task Flow Editor module ........................................................................................ 348

12 • Contents

Using IP Office Contact Center User Interface

IVR-Editor module .................................................................................................. 349 Dialer module .......................................................................................................... 350 Protocol module ...................................................................................................... 352 E-mail configuraton ................................................................................................. 353 Textblock admin module ......................................................................................... 353 Address book admin module ................................................................................... 354 Additional information ............................................................................................ 354

Glossary of Terms

355

Index

359

Using IP Office Contact Center User Interface

Contents • 13

About this manual

Overview: About this manual This section contains useful information about this manual. It answers some of the questions you may have regarding the manual. You also learn how to print this manual.

Questions about this manual Before you start reading you might have questions regarding this document. In this section, we answer some of those questions.

Who is part of the target group? These instructions are intended for persons working with the IP Office Contact Center UI (User Interface) application or wanting to learn about its individual features. It makes no difference whether you are using this document in printed or online form. Use these instructions as you see fit, for reference purposes or to get to know the possibilities IP Office Contact Center UI offers. Please note that as a user you might have different privileges. To be able to use all functions of the IP Office Contact Center UI application, you either need to have the respective privileges or sign on as a specific user with the respective password.

What kind of information is provided? These instructions contain all necessary information on how to use and operate the IP Office Contact Center UI application.

Using IP Office Contact Center User Interface

About this manual • 15

What kind of information is not provided? This document does not provide information on the installation and commissioning of the IP Office Contact Center UI application. You can find information about other modules in the IP Office Contact Center system in the corresponding documents.

How is this manual organized? The structure of this document provides a systematic introduction to the use of the IP Office Contact Center UI application. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.

Which edition are you reading? The following table lists information about this edition: Compiled on:

February 7, 2014

Based on:

IP Office Contact Center UI application Version 9.0.2

Available as:

Online Help Acrobat Reader file

Where can you find additional information? This document describes necessary knowledge and prerequisites you need to operate the IP Office Contact Center UI application. You can find additional information about the IP Office Contact Center system in the user manuals of the other IP Office Contact Center modules. Like this document, you can use these documents online or in printed form.

16 • About this manual

Using IP Office Contact Center User Interface

How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual. The manual is printed in A4 format. When printed, the manual has around 344 pages.

Prerequisites The following conditions must be met if you want to print this document. •

You need the IP Office Contact Center DVD.

•

An Acrobat Reader of at least Version 9 or higher must be installed on your PC. You can find the respective software on the DVD.

•

A graphics-capable printer must be connected to your PC.

Printing the manual You want to print this document. 1.

Insert the IP Office Contact Center DVD into the DVD drive in your computer and in the Windows Explorer open the doc folder on the DVD.

2.

Double-click the ipocc__userinterface_en.pdf. The Acrobat Reader application opens displaying this document.

3.

In Acrobat Reader open the File menu and select Print. The file is printed.

Problems when printing If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you.

Using IP Office Contact Center User Interface

About this manual • 17

Getting to know the application

What is the purpose of the IP Office Contact Center UI application? The IP Office Contact Center UI is the switchboard for all actions in the IP Office Contact Center system. All other modules required for a IP Office Contact Center system are integrated into this application. You can start these modules and use their functions. You or your system administrator can set up the IP Office Contact Center UI application based on your needs to enable you to access the required modules and areas. The full scope of the IP Office Contact Center UI application lets you configure, manage, make calls, monitor, create reports, edit emails and set up the IP Office Contact Center UI application as required.

What is IP Office Contact Center UI? You use the IP Office Contact Center UI application in a IP Office Contact Center system for the following functions. The functions are divided into the following three topic areas. Note that you do not have to enable all topic areas and all modules. Customer service modules Customer service includes the following modules. For more information on the modules, see the documentation. •

Home

•

Telephony

•

E-mail

•

Chat

Supervisor modules As a supervisor, you work with the following modules. For more information on the modules, see the documentation. •

Realtime information

•

Reporting

•

Agent Evaluation

•

Contact Evaluation

Using IP Office Contact Center User Interface

Getting to know the application • 19

Administration modules Administration includes the following modules. For more information on the modules, see the documentation for the module or the Online Help. •

Configuration (separate documentation)

•

UI Configuration

•

Task Flow Editor (separate documentation)

•

IVR-Editor (separate documentation)

•

Dialer (separate documentation)

•

Protocol

•

E-mail configuration (separate documentation)

•

Textblock administration (separate documentation)

•

Address book administration (separate documentation)

Manifold customization options Thanks to the large number of modules you have countless options in a IP Office Contact Center system. The IP Office Contact Center UI application is flexible enough to let you set it up based on the needs and requirements of your work. You can customize any number of windows. To customize a window means that you arrange available IP Office Contact Center UI elements on an interface. You usually arrange one or more windows so that you can operate necessary functions quickly and simply. You can configure the application for yourself and for others. This means that your supervisor or system administrator configures the IP Office Contact Center UI application especially for you. As an agent, you then use those functions. Displays In addition to the functions, you also have access to additional displays that provide necessary information. For example, you receive warnings to let you react to changes quickly. Privileges Privileges determine whether you can use a function or module in the IP Office Contact Center UI application. The system administrator can assign privileges to each agent based on his assignment. You then have access to the relevant functions based on the privileges defined for you. For information on your configuration, contact your system administrator. For more information on privileges, see the documentation or Online Help for the Configuration module.

20 • Getting to know the application

Using IP Office Contact Center User Interface

Which topics do you, the user, have to read? Because the IP Office Contact Center system has an abundance of features, this documentation is very extensive. As an individual user, you do not need all of the topics in this user manual. To spare you from having to read all of the topics, here is a list of the topics you need for your work.

Which types of users are there? The following different users work with the IP Office Contact Center application. •

Agent

•

Supervisor

•

Administrator

There are also users who use not one, but several different applications, e.g., Agent/Administrator or Supervisor/Administrator. The appropriate privileges are defined for these users. Read the associated topics for more information.

Agent As an agent, you work in the area of customer service. You make calls and answer e-mails. If specific privileges are enabled, you can also customize your own user interfaces. In order to be able to work as an agent, you must read the following topics. •

Getting to know the appplication

•

Customer service: Home module

•

Customer service: Telephony module

•

Customer service: E-Mail module

Customer service: Chat module •

Structure of the contact bar

•

Making calls

•

Entering a job code

•

Using ACW

•

Information messages

•

E-mail module

Using IP Office Contact Center User Interface

Getting to know the application • 21

Supervisor As a supervisor, you work primarily in the area of supervision. You monitor and supervise the agents. You customize the different realtime information types and create statistics. In order to be able to work as a supervisor, you must read the following topics. •

Getting to know the appplication

•

Customer service: Home module

•

Configuring home realtime information

•

Customer service: Telephony module

•

Configuring Telephony realtime information

•

Making calls

•

Supervision: Realtime information module

•

Supervision: Reporting module

•

Supervision: Agent Evaluation

•

Supervision: Contact Evaluation

Administrator As an administrator, you work in the area of administration. You configure the various modules of the IP Office Contact Center application. In order to be able to work as an administrator, you must read the following topics. •

Getting to know the appplication

•

Administration: UI Configuration module

The following modules have their own documentation. •

Configuration

•

Task Flow Editor

•

IVR Editor

•

Dialer

•

Text Block Admin

•

Address Book Admin

You can obtain relevant information by accessing the online Help in the modules.

22 • Getting to know the application

Using IP Office Contact Center User Interface

Starting, pausing and exiting the application You must log in before you can use the IP Office Contact Center UI application. Please note the prerequisites that must be met before you can use the IP Office Contact Center UI application.

Which prerequisites must be met before you can use the IP Office Contact Center UI application? The following prerequisites must be met if you want to use all functions of the IP Office Contact Center UI application. •

The IP Office Contact Center server must already be configured by your system manager.

•

The necessary connection settings must have been entered for your IP Office Contact Center system during installation.

•

As authorized agent (user), your system administrator provided you with an agent name and personal password. You need both for login.

•

You need to have the respective privileges.

Which privileges do you have as an agent in the IP Office Contact Center UI application? Your system administrator determines your privileges in the IP Office Contact Center UI application. You cannot use a function if you do not have the necessary privilege. The IP Office Contact Center UI application does not offer the respective commands if you do not have the privileges.

Choose a terminal Optionally it can be adjusted that you must select a terminal when logging in. 1.

A list shows all configured terminals.

2.

Choose a telephone.

Starting with the Taskbar Proceed as follows to log in on the IP Office Contact Center system and to start the IP Office Contact Center UI application. 1.

Click Start.

2.

Point to All Programs.

3.

Point to Avaya IP Office Contact Center.

4.

Click the

5.

The application starts. Log in.

Using IP Office Contact Center User Interface

User Interface icon.

Getting to know the application • 23

Starting with the Windows User Account The IP Office Contact Center UI application can be configured so that you can log in automatically with your Windows user account. No login screen will appear when you start the program. This function is also called a single sign-on (SSO) or one-time login. Prerequisites •

Your system administrator has configured the Automatic Login through Windows User Account option for you.

•

You are logged in to Windows as the corresponding user.

Note Windows user names and names in the IP Office Contact Center system do not have to be identical. However, the same name is generally used.

Taking a break You can stop working with the IP Office Contact Center system to take a break. The supervisors will be notified of your break status. When you take a break, you will not receive any new calls via call distribution. The status (active or On break) of the task types (Telephony or Email) is displayed individually for each task type in the Break dialog. The break is always initiated or ended for both task types at the same time. If this is not possible, you can click Break (End break) again for the task type that is still active (or on break) to start (end) the break individually.

Starting a break You want to stop working with the IP Office Contact Center system temporarily. 1.

Click the

icon on the Menu bar.

2.

Choose Break Time. The Break Time dialog opens.

3.

If break codes are defined in the Configuration module, a list of break codes appears in the Break Time dialog. Select a break code.

4.

Click Break Time.

5.

The break is indicated by a red coffee cup on the status bar.

Ending a break You want to resume work after a break. 1.

Click the

icon on the Menu bar.

2.

Choose Break Time. The Break Time dialog opens.

3.

Click Off Break Time.

4.

You can now work in the IP Office Contact Center system again.

When is a break denied? A sign-off prevention quota can be configured for an agent group. This quota defines how many agents must remain signed on to the agent group. Only as

24 • Getting to know the application

Using IP Office Contact Center User Interface

many agents as permitted by the quota can sign out. Additional agents in this agent group may not sign out or take a break. If the sign-off prevention quota is reached, the IP Office Contact Center system denies your break. Because the break function depends on the task type, you may be able to initiate a break for the Email task, for example, but not for Telephony. You will receive a message to this effect and can try again later to start a break for the Telephony task type.

Using IP Office Contact Center User Interface

Getting to know the application • 25

Initiating a Break during the Wrap-up Time You are in the wrap-up time and would like to take a break afterwards. 1.

Click on the dialog opens. 3.

icon during the wrap-up time. The Break Time

Click Break Time. The break is immediately activated.

Logging out When you finish your work in the IP Office Contact Center system, log out. You can then exit the application if necessary. Restriction You cannot log out during a call. Logging out 1.

Click on

(Exit). You are prompted.

2.

Click OK. You have exited the IP Office Contact Center UI application. You are no longer available as an agent.

3.

The Login screen opens to let you or another user log in again.

Exiting the application To end your work in the IP Office Contact Center system, log out first. Then exit the IP Office Contact Center UI application. Exiting the application directly 1.

Select Exit from the File menu. You are prompted.

2.

Click OK. You can also use the title bar. You have exited the IP Office Contact Center UI application.

Logging out and exiting the application

26 • Getting to know the application

1.

Choose Logout in the menu bar. You are prompted.

2.

Click OK. You have closed the IP Office Contact Center UI application. You are no longer available as an agent.

3.

Click Exit to close the application.

Using IP Office Contact Center User Interface

Changing the password If you are an agent with the Change password privilege, you can change the password at any time. Password conditions The password must contain at least eight characters. To keep the password secret, an asterisk (*) is displayed for each digit when the password is entered. For security reasons, there is no default password. You must enter a password. You can use the following types of characters in the password: •

Lower case letters

•

Upper case letters

•

Digits

•

Special characters

You must use characters from at least two of these groups. Sample password MyPassword_01 This example uses characters from all groups. Changing the password Proceed as follows to change the password. 1.

Click Change password in the File menu. The Change password dialog opens.

2.

Enter the old password and the new password and confirm the new password.

3.

Click OK.

Changing the alias If you are an agent with the Change alias privilege, you can change the alias at any time. The pseudo-name is used for anonymous statistics. Changing the alias Proceed as follows to change the alias. 1.

Click Change alias in the File menu. The Change alias dialog opens.

2.

Please enter your new alias.

3.

Click OK.

Using IP Office Contact Center User Interface

Getting to know the application • 27

Structure of the IP Office Contact Center UI application Like other Windows applications, the IP Office Contact Center UI application has menus, commands, a title bar, a tool bar, and a status bar.

Title bar The title bar shows the icon and the name of the application. You can minimize, maximize or close the IP Office Contact Center UI application.

Application icon The following icon is used for the IP Office Contact Center UI application. You can find this icon on the title bar of the IP Office Contact Center UI application.

Menu bar The menu bar shows the File, Edit, View, Go to, and Help menus. The Menu bar shows the following information. •

How long you have been signed on. Counts only the current state. The time is not stored. If you exit the application and login again the time starts with 0.

•

How long you were in Break mode. Counts only if you are in Break mode for all task types (Telephony, E-Mail, Chat). The time is not stored.

•

Status of the logged in agent (Telephony).

•

Status of the logged in agent (E-Mail).

•

Status of the logged in agent (Chat).

•

Name of the logged in agent.

•

Which telephone is configured.

Illustration The area shows the Menu bar without menus.

28 • Getting to know the application

Using IP Office Contact Center User Interface

Menus and commands Opening a menu You have different options for opening a menu. •

Click the appropriate menu.

•

Press F10 and use the cursor to navigate.

•

Press Alt and use the cursor to navigate.

File menu commands The following table lists the commands and functions of the File menu. Command

Function

Exit

Exits the IP Office Contact Center UI application.

Change password

Changes the password

Change alias

Changes the alias

Commands of the Edit menu The commands of the Edit menu are only activated in the following areas. •

Realtime information File View

•

Reporting File View

•

Telephony File View

Commands of the Edit menu The following table shows the commands and functions of the Edit menu. Command

Function

Cut

Removes the selected element.

Copy

Copies the selected element.

Paste

Pastes the copied element.

Commands of the View menu The following table lists all commands and functions of the View menu. Command

Function

Show Contact Bar Only Shows only the contact bar. Commands of the Go to menu The following table lists the commands and functions of the Go to menu. Command

Function

1 Home

Shows the Home area.

2 Telephony

Shows the Telephony area.

3 E-mail

Shows the E-mail area.

4 Chat

Shows the chat area.

5 Realtime information

Shows the Realtime information area.

6 Reporting

Shows the Reporting area.

7 Agent Evaluation

Shows the Agent Evaluation area.

8 Contact Evaluation

Shows the Contact Evaluation area.

Using IP Office Contact Center User Interface

Getting to know the application • 29

Command

Function

9 Configuration

Shows the stand-alone Configuration module.

10 UI Config

Shows the UI configuration area.

11 Task Flow Editor

Shows the stand-alone Task flow editor module.

12 IVR-Editor

Shows the stand-alone IVR editor module.

13 Dialer

Shows the stand-alone Dialer module.

14 Protocol

Shows the Protocol area.

15 E-mail configuration

Shows the E-mail administration module.

16 Textblock admin

Shows the Text block administration module.

17 Address book admin

Shows the Address book configuration module.

Commands of the Help menu The following table shows the commands and functions of the Help menu. Command

Function

Contents

Shows the Help contents.

About MainFramework

Shows information about the IP Office Contact Center UI application.

Additional menus The following table shows the application-based menus that appear in the respective modules. Menu

Function

Home

Shows the Home menu in the Home module.

Telephony

Shows the Telephony menu in the Telephony module.

Realtime information

Shows the Realtime information menu in the Realtime information module.

Note: Some modules have their own menus within the module.

30 • Getting to know the application

Using IP Office Contact Center User Interface

Info Area After starting the IP Office Contact Center UI application, the IP Office Contact Center icon will appear in the Windows taskbar. Functions You can use the following functions with the right mouse button: Menu

Function

Restore AutoStart monitors

Restores the AutoStart monitors.

Logout

When you want to finish your work in the IP Office Contact Center system, log out. You can then exit the application if necessary.

Exit

Stops your work in the IP Office Contact Center system.

Example of a Task Bar Section

Using IP Office Contact Center User Interface

Getting to know the application • 31

States for telephony, email and chat The tool bar shows for telephony, email and chat the following states. The state is valid for the corresponding task type.

Icon

Presentation

Explanation

Red circle with No connection to the task server. an x Gray circle with An agent is not logged in. an x Yellow circle

An agent is logged in but is not signed on to any agent group.

Green circle

An agent is logged in but is not signed on to all agent groups.

Green circle An agent is logged in and is signed on to all agent with checkmark groups. Gray cup

An agent is logged in and a break is prepared.

Red cup

An agent is logged in but is on break.

Depending on the state, you can use the following functions.

32 • Getting to know the application

•

Sign in agent group

•

Sign off agent group

•

Sign in all agent groups

•

Sign off all agent groups

•

Log in for a task-type (example chat)

•

Log out for a task-type (example e-mail)

Using IP Office Contact Center User Interface

Taskbar You can show or hide the Taskbar with the areas are displayed on the Taskbar. •

Customer service

•

Supervision

•

Administration

Taskbar icon. The following task

Illustration The area shows the Taskbar with the Agent Portal.

Customer service task areas The following table shows the modules of the Taskbar in the Customer service task area. Icon

Module

Explanation

Home

Additional information for an agent

Telephony

Telephony area of the agent

Email Email area of the agent Chat Chat area of the agent

Using IP Office Contact Center User Interface

Getting to know the application • 33

Supervisor task area The following table shows the modules of the Taskbar in the Supervisor task area.

Icon

Module

Explanation

Realtime information

For viewing realtime information

Reporting

For evaluation of statistical data (counterbased)

Agent Evaluation

For evaluation of agentrelated statistical data; not telephony- or emailbased

Contact Evaluation

For evaluation of contactrelated statistical data (individual contacts).

Administration task area The following table shows the modules of the Taskbar in the Administration task area.

Icon

34 • Getting to know the application

Module

Explanation

Configuration

For configuring objects in the IP Office Contact Center system

UI configuration

For configuring elements and areas in the UI

Task Flow Editor

For creating call flow sets and email flow sets

IVR-Editor

For creating IVR scripts

Dialer

For creating campaigns and jobs

Protocol

For application messages

Using IP Office Contact Center User Interface

Icon

Module

Explanation

E-mail configuration

For configuring the Email system

Textblock admin

For creating text blocks

Address book admin

For configuring address books

Work area The work area displays the different applications (modules). The area shows the work area.

Using IP Office Contact Center User Interface

Getting to know the application • 35

Using the Help function The IP Office Contact Center UI application provides a Help function. The online documentation is presented with Windows software.

Starting the Online help contents You want to read the contents of the Online help. 1.

Select Contents from the Help menu. The Online help opens.

2.

Click an entry for additional information.

Help during operation You can open Help information for each command and dialog. 1.

A dialog is open. Press the F1 key. The Online help opens.

Searching for a certain term You want to search for a certain term.

36 • Getting to know the application

1.

Select Contents from the Help menu. The Online help opens.

2.

Click the Find tab.

3.

Enter a term in the search box. All matches are displayed.

4.

Click an entry for additional information.

Using IP Office Contact Center User Interface

Using IP Office Contact Center User Interface

Getting to know the application • 37

Signing on to or out of from agent groups If the Automatic login privilege is set up for you, then you are automatically signed on to the agent groups assigned to you when you log in. If this privilege is not set up, you can sign on manually. You can create different profiles for signing on agent groups. You can sign out of the agent groups.

Select AG The Agent group selection dialog contains the following icons. Icon

Function Saves the current settings as a profile. Deletes the current profile. In the check boxes beneath the telephone icon, you can select which agent groups you will sign on to in the Telephony work area. In the check boxes beneath the letter icon, you can select which agent groups you will sign on to in the Email work area. In the check boxes beneath the chat icon, you can select which agent groups you will sign on to in the chatwork area

38 • Getting to know the application

OK

Use the OK button to exit the dialog and save your settings.

Cancel

Use the Cancel button to close the dialog without saving your changes.

Using IP Office Contact Center User Interface

Signing on to agent groups Selecting agent groups Proceed as follows to sign on to an agent group. 1.

Click

Select AG. The Agent group selection dialog appears.

2.

Select the required agent groups.

3.

Click OK. You are signed on to the selected agent groups.

Selecting all agent groups Proceed as follows to sign on to all agent groups displayed. 1.

Click

Select AG. The Agent group selection dialog appears.

2.

Click the

3.

Click OK. You are signed on to the selected agent groups.

(telephone receiver) icon. All agent groups are selected.

Using the lasso function You can also use the lasso function. Hold down the mouse key and drag the lasso around the options you want to select.

Selecting a profile 1.

Click

2.

Select a profile.

3.

Click OK. You are signed on to the selected agent groups.

Using IP Office Contact Center User Interface

Select AG. The Agent group selection dialog appears.

Getting to know the application • 39

Signing out of agent groups Selecting agent groups Proceed as follows to sign out of an agent group. 1.

Click

Select AG. The Agent group selection dialog appears.

2.

Clear the selected agent groups.

3.

Click OK. You are signed out of the agent groups.

Selecting all agent groups Proceed as follows to sign out of all agent groups displayed.

40 • Getting to know the application

1.

Click

Select AG. The Agent group selection dialog appears.

2.

Click the deselected.

3.

Click OK. You are signed out of the selected agent groups.

(telephone receiver) icon. All agent groups are

Using IP Office Contact Center User Interface

Working with profiles What is a profile? To keep from always having to select the same agent groups, you can use profiles. A profile always selects specific agent groups while leaving the other agent groups deselected. For example, you could have a profile for working during the day and another for the night shift. You can create any number of profiles. We recommend choosing a name for the profile that indicates the purpose of the profile. Creating a profile Proceed as follows to create a profile. 1.

Click

Select AG. The Agent group selection dialog is displayed.

2.

Select the agent groups.

3.

Click

4.

Enter a name for the configuration (profile).

5.

Click OK.

(New). The Save configuration dialog appears.

Deleting a profile Proceed as follows to delete a profile. 1.

Click

2.

A selection field shows the configured profiles.

3.

Select a profile.

4.

Click

5.

Click OK.

Using IP Office Contact Center User Interface

Select AG. The Agent group selection dialog is displayed.

(Delete) to delete the current profile.

Getting to know the application • 41

Displaying information about the IP Office Contact Center UI application You can display information about the manufacturer and the program version.

What information about MainFramework does the About dialog show? The About MainFramework dialog shows the following information. This dialog shows the icon, the name, and the version of the IP Office Contact Center User Interface application, as well as the copyright.

Displaying information You need information about the IP Office Contact Center UI application.

42 • Getting to know the application

1.

Select About MainFramework from the Help menu. The About MainFramework dialog opens.

2.

You cannot change these settings. Click OK to close the dialog.

Using IP Office Contact Center User Interface

Customer service: Home module

Structure The Home module lets you view information on the IP Office Contact Center system. You can configure the Home module as required based on your privileges.

Icons in the Taskbar The Home module is represented in the Taskbar with the following icon.

General structure For information about the general structure, see the topic: Structure of the IP Office Contact Center UI application

Menu bar If you have the relevant privileges, the Home menu appears in the menu bar.

Using IP Office Contact Center User Interface

Customer service: Home module • 43

Requirements: Privileges You need the necessary privileges to be able to use the Home module. Your system administrator defines privileges in the Configuration module. Select Own home file privilege If you have the Select own home file privilege, you can see the Select home file command and you can select a configured Home file. Home configuration privilege If you have the Home configuration privilege, the File View, Inspector, Preview and Default View commands are displayed, and you can configure home realtime information. Available Home menu commands The following table shows the commands and functions of the Home menu. Command

Necessary privilege

Function

Select home file

Select own home file

You can select a home file.

File View

Home configuration

Toggles to the Home File View.

Inspector

Home configuration

Toggles to the Home editing area.

Preview

Home configuration

Toggles to the Home preview.

Default View

Home configuration

In the default view you see the realtime information that has been configured for and assigned to you.

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Home realtime information view Home realtime information provide information about the status of objects in the IP Office Contact Center system. Some object states can be monitored in real time, others are updated periodically. The states are displayed alphanumerically, graphically or in tabular form.

Views in the Home module The Home module has three different views. View

Function

Home - File View

Folders for home realtime information and the associated realtime information files are displayed in the File View. You need the File View to begin editing the realtime information files. See also: topic Realtime information module File View

Home Inspector

You create and edit home realtime information in the Home Inspector view. See also: topic Realtime information module Inspector view

Preview

You view the realtime information in the Preview view. See also: topic Realtime information module view: Viewer

Default View

The default view displays the realtime information configured and assigned for you.

Home File View tool bar You will find the following additional icons in the Home work area of the Home tool bar. Icon

Name

Function

New folder

Creates a new folder.

New file

Creates new home realtime information.

Edit

The selected realtime information file is displayed in the Inspector view.

Duplicate

Copies realtime information.

Delete

Deletes the selected realtime information or folder. It is also possible to delete several files at once.

Preview

The selected realtime information file is displayed in the Preview view.

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Customer service: Home module • 45

General properties of home realtime information In Home Inspector view, you set the grid, presentation, default type, and size of work area in the general properties for home realtime information in Home inspector. A home monitor can consist of several pages. Each page has a tab. Right-click the tab. You can now add or delete pages.

General tab You can modify the following settings on the General tab. Name You can use 29 alphanumeric characters maximum for the name of home realtime information. Size of work area You can configure the width of the work area between 160 and 3,000 points. You can configure the height of the work area between 160 and 3,000 points.

Settings You can switch a grid for home realtime information on or off. You use a grid for a clearer layout of the elements. Page name You can change the name of the page. Width and height You can configure a width and height for the grid of between 2 and 50. Example 1 If you configure 2 for the width and height, for example, then a grid point is shown for every two points on the reporting.

Example 2 If you configure 10 for the width and height, for example, then a grid point is shown for every 10 points in the home realtime information.

Presentation tab You can specify the default settings for displaying home realtime information. You set the individual values in the element properties. Font You can configure the font, font size, and formatting. Line You can configure the line type, line width, and line color.

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Background You can select a background color from a palette. You can also provide an image.

Configuring home realtime information If you have the Home configuration privilege, you can configure home realtime information.

Working with home realtime information Proceed as follows to configure home realtime information. 1.

Select File View from the Home menu.

2.

Home - File View opens.

3.

Configure your realtime home information.

Configuring realtime information For general information about configuring realtime information, refer to the topic Supervision: Realtime information module

What realtime information elements are available? You can configure the following elements for home realtime information. Element Text element Label Value element Maximum wait time(topics) [Telephony] Maximum wait time (topics) [E-mail] E-mail to contact Out of office notice Variable (name and value) Variable (window display)

Graphics elements Image Group Pie chart

Other elements Agent history Internet browser Supervisor Assistance Supervisor Emergency

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Customer service: Home module • 47

Assigning home realtime information for other agents If you have the Home configuration privilege, you can assign home realtime information to yourself and to other agents. Proceed as follows to assign home realtime information to other agents. 1.

In the Taskbar or the Go to menu, select the UI Config. module.

2.

Select a profile or agent. The UI configuration for agent "name" or UI configuration for profile "name" dialog opens.

3.

Click the Home tab.

4.

Select the realtime information.

5.

Click OK.

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Customer service: Telephony module

Structure You use the Telephony module primarily for telephone functions. This module also displays configured information about telephone functions.

Icons in the Taskbar The Telephony module is represented in the Taskbar with the following icon.

General structure For information about the general structure, see the topic: Structure of the IP Office Contact Center UI application

Menu bar If you have the relevant privileges, the Telephony menu appears in the menu bar.

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Customer service: Telephony module • 49

Requirements: privileges You need the necessary privileges to use the Telephony module. Your system administrator defines privileges in the Configuration module. Select own Telephony privilege If you have the Select own Telephony privilege, you can see the Select Telephony file command and you can select a configured Telephony file. Telephony configuration privilege If you have the Telephony configuration privilege, the File View, Inspector, Preview and Default View commands are displayed, and you can configure Telephony realtime information. Commands of the Telephony menu The following table shows the commands and functions of the Telephony menu. Command

Necessary privilege Function

Select Telephony file

Select own Telephony file

You can select a Telephony file.

File View

Telephony configuration

Toggles to the Telephony File View.

Inspector

Telephony configuration

Toggles to the Telephony editing area.

Preview

Telephony configuration

Toggles to the Telephony preview.

Default View

Telephony configuration

Shows the default view

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Telephony realtime information view Realtime information configured for the Telephony module are displayed in the realtime information area of the Telephony module. Telephony realtime information can only be selected by an agent if the agent has the Select own Telephony files privilege. The outlined area shows the realtime information area.

The Telephony realtime information provide information about the status of objects in the IP Office Contact Center system. Some object states can be monitored in real time, others are updated periodically. The states are displayed alphanumerically, graphically or in tabular form.

Views in the Telephony module The Telephony module has three different views. View

Function

Telephony - file view

Folders for Telephony realtime information and associated Telephony files are displayed in the File View. You need the File View to begin editing the Telephony realtime information files. See also: topic Realtime information module File View

Telephony inspector

You create and edit Telephony realtime information in the Telephony Inspector view. See also: topic Realtime information module Inspector View

Preview

You view the realtime information in the Preview view. See also: topic Realtime information module view: Viewer

Default View

The default view displays the realtime information configured and assigned for you.

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Customer service: Telephony module • 51

Telephony File View tool bar You will find the following additional icons on the Telephony tool bar in the Telephony module. Icon

52 • Customer service: Telephony module

Name

Function

New folder

Creates a new folder.

New file

Creates new Telephony realtime information.

Edit

The selected realtime information file is displayed in the Inspector view.

Duplicate

Copies realtime information.

Delete

Deletes the selected realtime information or folder. It is also possible to delete several files at once.

Preview

The selected Telephony file is displayed in Preview view.

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General properties of Telephony realtime information In Telephony Inspector view, you set the grid, presentation, default type, and size of work area in the general properties for Telephony realtime information in Home inspector. A home monitor can consist of several pages. Each page has a tab. Right-click the tab. You can now add or delete pages.

General tab You can modify the following settings on the General tab. Name You can use 29 alphanumeric characters maximum for the name of Telephony realtime information. Size of work area You can configure the width of the work area between 160 and 3,000 points. You can configure the height of the work area between 160 and 3,000 points.

Settings You can switch a grid for Telephony realtime information on or off. You use a grid for a clearer layout of the elements. Width and height You can change the name of the page. Width and height You can configure a width and height for the grid of between 2 and 50. Example 1 If you configure 2 for the width and height, for example, then a grid point is shown for every two points on the reporting.

Example 2 If you configure 10 for the width and height, for example, then a grid point is shown for every 10 points in Telephony realtime information.

Presentation tab You can specify the default settings for displaying Telephony realtime information. You set the individual values in the element properties. Font You can configure the font, font size, and formatting. Line You can configure the line type, line width, and line color.

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Customer service: Telephony module • 53

Background You can select a background color from a palette. You can also provide an image.

Configuring Telephony realtime information If you have the Telephony configuration privilege, you can configure Telephony realtime information.

Configuring Telephony realtime information Proceed as follows to configure Telephony realtime information. 1.

In the Telephony menu, select File View.

2.

The Telephony - file view appears.

3.

Configure your Telephony realtime information.

Configuring realtime information For general information about configuring realtime information, refer to the topic Supervision: Realtime information module

What realtime information elements are available? You can configure the following elements for Telephony realtime information. Element Text element Label Value element Maximum wait time (topics) [Telephony] Maximum wait time (topics) [E-mail] E-mail to contact Out of office notice Variable (name and value) Variable (window display) Tag (inline display) Tag (window display)

Lists Queue [Telephony] Abandoned Call list [Telephony]

Graphics elements Image Group Bar chart Maximum wait time (topics) [Telephony] Maximum wait time (topics) [E-mail] Calls in the queue (topics) [Telephony]

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Element Waiting e-mails (topics) [E-mail]

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Customer service: Telephony module • 55

Element Other elements Direct call Internet browser

Direct call The Direct call element can only be used in the Firstscreen area. You must enter the following settings. •

Name

•

Call number

Properties of the presentation The Direct call element has the following properties: •

Size can be adjusted.

•

Text properties can be changed.

•

Background color can be changed.

Working in the display area You can use the Direct call function for the configured telephone number in the display area. 1.

Right-click the button to display a context menu.

2.

Click Call.

1.

Double-click the button.

or

Example The following example shows direct call.

Symbol The following symbol is used for the Direct call element.

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Assigning Telephony realtime information for other agents If you have the Telephony configuration privilege, you can assign Telephony realtime information to yourself and to other agents. Proceed as follows to assign Telephony realtime information to other agents. 1.

In the Taskbar or the Go to menu, select the UI Config. module.

2.

Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed.

3.

Click the Telephony tab.

4.

Select the realtime information.

5.

Click OK.

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Customer service: Telephony module • 57

Structure of the contact bar A contact bar is displayed in the Telephony module.

Contact bar The contact bar consists of the contact information lines and a function bar. You can also use the contact bar as a stand-alone view. The area shows the contact bar in the Telephony area.

Contact information lines In the following example, only two contact information lines are shown. If there are more than two calls, a contact information line is displayed for each call. Illustration The outlined area shows the contact information lines.

Information about a call The contact information line shows the following information about the current call. •

The current status is shown in red.

•

Shows whether the call is

58 • Customer service: Telephony module

inbound or

outbound.

Using IP Office Contact Center User Interface

•

Shows the status, e.g., conversation or call.

•

Shows the topic, e.g., Hotline customer service.

•

Shows the conversation length in hours:minutes:seconds, e.g., 12:00:32 AM. If ACW is configured, the remaining time is displayed. If the time is activated manually, 12:00:00 AM is displayed because the time is not limited. In this case, the ACW must also be closed again manually.

•

Shows the name of the customer, if known, or the telephone number.

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Customer service: Telephony module • 59

Message text The following message text can also be displayed. Text

Meaning

Telephony not configured

The agent is not configured for the Telephony task type.

No local telephone configured!

A local telephone was not found.

Call statuses The following call statuses are possible.

Status

View option

Explanation

Silence

-------

Ready to dial

Ready to dial

The agent picks up the receiver and the line is busy. The agent is ready to dial and enters the number.

Dialing

Dialing

The connection is established.

Call

Call

The agent is called.

Conversation

Conversation

The agent is involved in a conversation.

Conference

Conference

The agent is involved in a conference.

On hold

On hold

The call is on hold.

Available

Available

The other party is available.

Busy

Busy

The other party is busy.

Extend ACW

Extend ACW

ACW was manually extended by the agent.

ACW

ACW

The agent is in ACW.

Job code

Job code

The agent must assign a job code (mandatory job code).

End

------

The connection is cleared.

Rejected

------

The connection is rejected by the system.

Function bar The telephone elements are displayed as keys on the function bar. You can only modify the function bar if you have the Change own contact bar or Contact bar configuration privilege. Illustration The outlined area shows the function bar.

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Keys The function bar shows the configured telephone keys. If there is not enough space on the bar for the configured telephone elements, the displayed. Clicking the configured elements.

icon is

icon opens a selection box displaying other

The following keys are configured by default on the function bar for an agent. •

Answer

•

Dial

•

Hang up

•

Consultation

•

Toggle

•

ACW

•

Extend ACW

•

End ACW

•

Job code

Only contact bar displayed If you select Show Contact Bar Only in the View menu or click Minimize in the title bar, the entire window is hidden, and only the contact bar is displayed. The contact bar can be moved up or down and can be positioned on the right or left edge of the screen. Contact information lines The contact information line shows information about the current call. Function bar The area shows the function bar.

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Customer service: Telephony module • 61

Icons The following icons are displayed in the function bar. Icon

Function Shows the configured telephone elements, such as Hang up. You can configure which keys are displayed. If there is not enough space on the bar for the configured telephone elements, the Others icon is displayed. Clicking the Others icon opens a selection box displaying other configured elements. Opens the Agent group selection. You can sign on to or out of agent groups. This button is always available by default. Initiates a break. This button is always available by default.

Signs you off from the IP Office Contact Center UI application. This button is always available by default.

Signal tab The signal tab shows icons for the tasks. The following icons are displayed in the signal tab. Icon

Function Signals calls and toggles to the Telephony area.

Signals e-mails and toggles to the E-mail area.

Signals chat requests and toggles to the Chat area. Displays IP Office Contact Center UI application informational messages.

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Gripper You can move the contact bar up or down by pressing and holding the left mouse button on the gripper beneath the Avaya symbol. The position of the contact bar (on the left or right screen edge and up or down) is saved when you log out and is restored the next time you log on. The area shows the gripper.

Right mouse button Right-clicking the gripper displays a selection box. The following icons and options are available. Icon

Check box

Option in selection box

Function

Restore

Returns to the full view. When the contact bar is displayed, you can minimize it with the grip icon. The minimized view is positioned on the left or right edge of the screen. When the minimized view is displayed, you can extend the contact bar using the grip icon.

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Function view

When the Function view option is selected, the entire contact bar is displayed.

Function view

When the Function view option is not selected, the minimized view is displayed.

Left border

When the Left border option is selected, the minimized view is positioned on the left edge of the screen.

Left border

When the Left border option is not selected, the minimized view is positioned on the right edge of the screen.

Always on top

The minimal view or the contact bar is always visible in the foreground. The setting does not

Customer service: Telephony module • 63

Icon

Check box

Option in selection box

Function apply to the full view of the application UI IP Office Contact Center.

Always on top

64 • Customer service: Telephony module

The minimal view or the contact bar can be covered by other applications.

Using IP Office Contact Center User Interface

Minimized view The minimized view is positioned on the right or left edge of the screen. The minimized view shows the gripper. The minimized view can be moved up or down. Illustration of minimized view The following illustration shows the minimized view.

Toggling between views When the agent receives a call, the entire contact bar is displayed. When a conversation is ended, the minimized view is displayed again. When the agent receives an e-mail or information, this is signaled accordingly. The signal tab is displayed with the the

chat icon, and the

When you click the

telephone icon, the

e-mail icon,

info icon.

e-mail icon, you switch to the E-mail area.

Illustration of minimized view with signal tab The following illustration shows the minimized view with the signal tab.

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Customer service: Telephony module • 65

Contact bar configuration If you have the correct privileges, you can configure the contact bar.

Configuring your own contact bar If you are an agent with the Change own contact bar privilege, you can configure your own contact bar. Proceed as follows to configure the contact bar. 1.

Right-click in the contact bar.

2.

Select Configure. The Configuration contact bar dialog appears.

3.

You can now select telephone keys.

4.

Click OK.

Configuring the contact bar for other agents If you have the Contact bar configuration privilege, you can configure a contact bar for yourself and other agents. Proceed as follows to configure the contact bar. 1.

In the Taskbar or the Go to menu, select the UI config. module.

2.

Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed.

3.

Click the Contact bar tab.

4.

Select the telephone elements.

5.

Click OK.

Contact bar configuration The following table shows the settings for the UI configuration for agent "xxxx" dialog. Settings

Explanation

Available elements

Shows the available telephone elements

Selected elements

Shows the selected telephone elements

Up

You can move the selected elements up using the Up button.

Add

You can add the marked available elements to the selected elements with the Add button.

Remove Down OK

Cancel

66 • Customer service: Telephony module

You can remove the marked elements from the selected elements with the Remove button. You can move the selected elements down using the Down button. Use the OK button to exit the dialog and confirm your settings. Use the Cancel button to close the dialog without saving your changes.

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How do you select telephone elements? Proceed as follows to configure a function bar, for an agent, for example. 1.

Select an agent in the UI Config module. The UI configuration for agent "xxxx" dialog is displayed. The available elements are displayed in the box on the left, and the selected telephone elements are displayed in the box on the right.

2.

Select an available element, such as

3.

Click Add. The element is moved to the Selected elements box.

4.

Continue selecting elements.

5.

To remove an element, mark the element in the Selected elements area.

6.

Click Remove. The element is now moved back to the Available elements area.

7.

You can move the selected telephone elements with the Up and Down buttons.

8.

Click OK to complete the configuration.

Answer.

Telephone keys The telephone elements are displayed as keys on the function bar. The following telephone elements are available. Element

Explanation Answer

Use this button for answering the current call of any kind.

Dial

This button initiates the dial sequence.

Hang up

This button ends a call or process.

Consultation This button is used to put the current call on hold to perform a consultation.

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Hold call

This button is used to put the current call on hold.

Toggle

You can toggle between two subscribers with this button.

Conference

This button interconnects several subscribes in a conference (three-party-conference).

Transfer

This button transfers a connection to another subscriber.

Customer service: Telephony module • 67

Element

Explanation MFV

This button opens a menu with a telephone keypad. You can send DTMF signals.

ACW

This button lets you request and terminate ACW.

Extend ACW

This button extends ACW for an individual call after the end of the call. If you click this button during a conversation, ACW is reserved and activated after the conversation ends. This button is longer needed with the new function of the ACW button

End ACW

This button ends ACW for a conversation. This button is not longer needet with the new function of the ACW button.

68 • Customer service: Telephony module

Job code

This button calls the job code.

Emergency

This button enables the agent to request assistance from the supervisor. A signal is activated in the supervisor's area.

Assistance

This button enables the agent to ask the supervisor to listen in on the conversation. A signal is activated in the supervisor's area.

Silent Monitoring

This button enables the supervisor to monitor the agent's conversation.

Coach

This button enables the supervisor to coach the agent without the customer's knowledge.

RPC

A call is generated by the Dialer module. You must evaluate this call. RPC (Right Party Contact) means that the call was successful and you spoke with the correct party.

Closure

A call is generated by the Dialer module. You must evaluate this call. Closure means that the call was unsuccessful. You did not reach the correct party (e.g. wrong number or fax number) or the party was not available (e.g. answering machine or family member). The party will be called again later.

Fax

A call is generated by the Dialer module. You must evaluate this call. Fax means that you reached a fax machine. The connection is disconnected quickly and evaluated as Closure.

Recording

You can record a conversation. You must have configured a topic or an external destination for the call recording.

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Element

Explanation Separator

This element shows a dividing line between two telephone elements.

Call recording on: (element: recording) You must configure a topic or an external destination für the element recording. You can select a topic, The topic must be configured accordingly. You can select an external destination. The external destination must be configured accordingly. Delete the mapping. Function bar example The following figure shows an example function bar.

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Customer service: Telephony module • 69

Making calls With the IP Office Contact Center UI application you call a subscriber or answer a call as usual. As an agent, you work with the contact bar in the IP Office Contact Center system. You are either signed on to specific agent groups automatically or you sign on to groups manually.

Additional information on making calls The topic Making calls describes the functions most often used. If you use other functions and need them explained, please refer to the operating instructions for your telephone. The operating steps of the IP Office Contact Center UI application match the operating steps for the telephone.

What is a Call Center call? A subscriber calls a topic number. The IP Office Contact Center system distributes this call to an available agent. Your system administrator determines how a call is distributed within the IP Office Contact Center system and based on which criteria.

Answering a call Unlike with a common telephone, you must use a key to answer a call. Which function key do you need?

The

Answer function button must be configured on the contact bar.

Answer

Incoming calls are signaled visually with the bar and the contact bar.

receiver icon on the tool

1.

Click the

Answer button.

2.

You are connected to the caller and can conduct your conversation.

Contact info bar A call is displayed as follows on the contact info bar.

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A conversation is displayed as follows on the contact info bar.

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Customer service: Telephony module • 71

If you do not answer a call If you do not answer a call, then the ring timeout works. If you do not answer the call in a configured time (ring timeout), then you will be signed out of all agent groups. The contact bar displays the time in seconds when you are logged out.

Ending a conversation Once your conversation is over you have to clear the connection. This is the same as hanging up a normal telephone. Which function key do you need?

The bar.

Hang up function key must be configured on the contact

Ending a conversation You would like to end a conversation.

1.

Click the

Hang up button.

2.

The connection is cleared. After a conversation, you are assigned ACW, if configured. The next call is assigned only after the end of ACW.

3.

If entering a job code is mandatory for you, you are not assigned a new

call until you have entered a job code. The Job code button turns orange to signal that the IP Office Contact Center system is waiting for you to enter a job code.

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Calling a subscriber You can call a subscriber. Which function key do you need?

The

Dial function key must be configured on the contact bar.

Dialing with the number box You must enter the number using your keyboard.

1.

Click the

Dial button. The Dial dialog appears.

2.

Enter the number or choose a number from the selection box or from the phone book.

3.

Click Dial. This initiates the dial sequence.

4.

You can conduct your conversation.

See also topic: Using the phone book Contact info bar A dial sequence is displayed as follows on the contact info bar. When you pick up the receiver, the line is busy and Ready to dial is displayed.

When the dial sequence is initiated, Dial is displayed.

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Customer service: Telephony module • 73

Outgoing call center calls You can call an internal or external subscriber. You want to mark this call as a call-center-specific call. You must also select a topic for the call. To mark the call, follow these steps.

1.

Click

Dial. The Dial dialog appears.

2.

Enter the number or choose a number from the selection box or from the phone book.

3.

Select

4.

Select Internal (subscriber within the PBX) or External (subscriber outside of the PBX; reached using a line).

5.

Select a topic.

6.

Click Dial to call the subscriber.

outgoing ACD call

See also topic: Using the phone book Background information If you mark the call as a call center call, it is listed in the reporting as a call center call. The call is counted in the reporting for the selected topic. The counter names contain outcc. As a rule, an outgoing call center call only works for external target subscribers, in other words using lines. The system administrator defines the access code dialed for the call in the Configuration module in the PBX configuration using Access code for external OutCC.

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Redialing You can redial a number anytime. Which function key do you need?

The

Dial function key must be configured on the contact bar.

Redialing the last number You want to dial the last number again.

1.

Click

2.

Click the arrow. A selection box with the last 10 numbers is displayed.

3.

Dial the last number.

4.

Click Dial. This initiates the dial sequence.

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Dial. The Dial dialog appears.

Customer service: Telephony module • 75

Consultation calls During a call you can consult a subscriber of your PBX. Proceed as follows: Which function key do you need?

The

Consultation function key must be configured on the contact bar.

Consultation You want to initiate a consultation. 1.

You are on the phone and want to consult another subscriber. Click

Consultation. The Consultation dialog opens. 2.

Enter the number or select a number from the selection box or from the phone book.

3.

Click Dial.

4.

When the called subscriber answers, ask your question.

5.

Click

Hang up to return to the first party.

See also topic: Using the phone book Contact info bar A consultation is displayed as follows on the contact info bar.

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Conference Three parties are interconnected in a conference. All subscribers can talk with each other at the same time. Which function key do you need?

The Conference and configured on the contact bar.

Consultation function keys must be

Initiating a conference You want to initiate a conference. 1.

You are connected with a caller and want to include another party.

Click

Consultation. The Consultation dialog opens.

2.

Enter the number or select a number from the selection box or from the phone book.

3.

Click Dial.

4.

When the called party answers, announce the conference.

5.

Click Conference. The two parties and you are interconnected in a conference. The display field shows Conference.

See also topic: Using the phone book Ending and connecting You want to end the conference and connect the two parties.

1.

Click Hang up. You withdraw yourself from the conference. The two other subscribers are connected.

Contact info bar A conference is displayed as follows on the contact info bar.

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Customer service: Telephony module • 77

Toggle During a conversation, you can call another party and toggle between the two parties. Which function key do you need?

The Toggle and configured on the contact bar.

Consultation function keys must be

Initiating toggling You would like to toggle between two parties. 1.

You are connected with a caller and want to include another party.

Click

Consultation. The Consultation dialog opens.

2.

Enter the number or select a number from the selection box or from the phone book.

3.

Click Dial.

4.

The party you called answers. You can speak with this party.

5.

You want to talk to the other party. Click Toggle. You are now reconnected to the first party. The other party is on hold. The Hold call button is green, if it is present in the contact bar.

6.

You can also toggle from one party to the other by clicking the party on hold in the contact info bar.

See also topic: Using the phone book Toggling calls using the contact info line You would like to toggle between two parties. 1.

You are connected with a caller and want to include another party.

Click

Consultation. The Consultation dialog opens.

2.

Enter the number or select a number from the selection box or from the phone book.

3.

Click Dial.

4.

The party you called answers. You can speak with this party. The first conversation is displayed in the contact info line with On hold and inactive (gray). You are speaking with the second party, indicated in the contact info line by Conversation and active (red).

5.

You want to talk to the other party. In the contact info line, click the first call, which is on hold. You are now reconnected to the first party. Now the second party is on hold.

See also topic: Using the phone book

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Clearing a connection You want to clear a connection.

1.

Click Hang up. This clears your current connection, and you are now only connected to the other party.

2.

Clicking

Hang up again will clear all connections.

Contact info bar Toggling is displayed as follows on the contact info bar.

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Customer service: Telephony module • 79

Transferring connections You can transfer a call to another subscriber. What does transfer mean? You can pass on (transfer) a call to another extension of your PBX. You use the same procedure to transfer external and internal calls. After you have initiated

the new connection, your te

lephone is free again.

Which function key do you need?

The Transfer and configured on the contact bar.

Consultation function keys must be

Transfer You want to transfer a call. 1.

You are connected with a caller who wants to be connected to another

extension. Click the dialog opens.

Consultation key. The Consultation

2.

Enter the number or select a number from the selection box or from the phone book.

3.

Click Dial.

4.

The display field shows whether the extension is free or busy.

If the extension is free: 1.

When the called party answers, announce the call.

2.

Click the

Transfer key. The two subscribers are connected.

If the extension is busy: 1.

If the extension is busy you can still transfer the call with the

Hang up key or click the again and tell the caller that the extension is busy.

Transfer key

See also topic: Using the phone book

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Holding calls You can place the caller on hold during a conversation. The party on hold cannot hear you consulting other people in the room. This function is active only during a conversation. You cannot execute refer-backs for a connection on hold. Which function key do you need?

The

Hold call function key must be configured on the contact bar.

Placing a call on hold You want to hold a call.. 1.

You are on the phone and want to consult a coworker in the room. Click

Hold call. The button 2.

Consult your coworkers.

3.

Click

turns green.

Hold call again to return to the first party.

Contact info bar A call on hold is displayed as follows on the contact info bar.

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Customer service: Telephony module • 81

Requesting support As an agent, you can request supervisor support during a call. What kind of support can be provided? There are two types of support: silent monitoring (assistance) and active participation in the call (Emergency). With the Assistance function, the supervisor cuts in to the call and listens to the conversation. The caller and the agent do not hear the supervisor. With the Emergency function, the supervisor cuts in and can help the agent. The caller can also hear the supervisor. How does a supervisor work? A supervisor in the IP Office Contact Center system usually monitors several agents. The supervisor works in the Supervision area. The Supervision area shows the supervisor which agents are logged in on the IP Office Contact Center system. It also shows their current status (call, conversation). The IP Office Contact Center UI application signals that you are requesting the help of a supervisor. If the supervisor is available, he can help you. A supervisor can only provide active support to one agent at a time. Which function keys do you need? The following function keys must be configured in the agent's area.

•

Assistance

•

Emergency

Requesting silent monitoring (assistance) You want to ask a supervisor to monitor your conversation. You can only initiate the Assistance function during a conversation.

1.

Click the Assistance button. The button is gray. A signal is activated in the supervisor's area.

2.

The supervisor cuts in to your connection and can monitor the conversation. The Assistance key turns green.

Requesting active support (Emergency) You need help from a supervisor. You can only initiate the Emergency function during a conversation.

1.

Click the Emergency button. The button is gray. A signal is activated in the supervisor's area.

2.

The supervisor cuts in to your connection to monitor the conversation and provide support. The Emergency button turns green.

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Support from the supervisor Note: Limitation If you are connected to an IPO PBX, the Coaching functions are not supported. Prerequisites In order for you as the supervisor to use the Assistance and Emergency functions, the Supervisor Assistance and Supervisor Emergency realtime information must be configured in the Realtime information area. Related topics For further information, please refer to the following topics: •

Realtime information: Supervisor Assistance and Supervisor Emergency

Requesting silent monitoring (assistance) An agent requests the supervisor to monitor a conversation. The key of the agent requesting assistance appears orange in the Supervisor Assistance realtime information. 1.

Right-click the agent.

2.

Select Silent monitoring from the pop-up menu.

3.

You cut in to the call and can monitor the conversation. The agent key turns green.

4.

Click the agent key again to cancel the function.

Support when using Silent monitoring You are in Silent monitoring mode and you want to help the agent. 1.

Right-click the agent.

2.

Select Coaching from the pop-up menu.

3.

You cut in to the call and can help the agent.

Requesting active support (Emergency) An agent requests support from the supervisor. The key of the agent requesting assistance appears orange in the Supervisor Emergency realtime information. 1.

Right-click the agent.

2.

Select Emergency from the pop-up menu.

3.

You cut in to the call and can help the agent. The agent key turns green.

4.

Click the agent key again to cancel the function.

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Customer service: Telephony module • 83

Using the phone book The phone book makes it easy to find a subscriber in the address book and to call this subscriber. The phone book is opened via the Dial and Consultation function keys.

Opening the phone book Proceed as follows to open the phone book.

1.

Click the Dial or Consultation Consultation dialog appears.

key. The Dial or

2.

Click on the Phone book button. The phone book dialog opens.

Phone book views The phone book dialog can be displayed in two views: the default view and the detail view.

Switching the view of the phone book You can switch from default view to detail view and back. Switching to detail view 1.

Click on the Details button. The detail view of the phone book opens.

Switching to standard view 1.

Click on the Details button. The default view of the phone book appears.

Which address books can you use? Upon configuration of the IP Office Contact Center, your system administrator will determine which address books the phone book will use for you. Global address books that are connected via LDAP, JDBC or ODBC are possible.

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What information does the telephone list show? A telephone list shows the information in the address books. The telephone list has the following columns. •

Last name

•

First name

•

Title

•

Business phone

•

Town/city

•

Company

When you enter a search pattern, the telephone list shows how many matching data records were found. The telephone list shows a maximum of 250 records. If more than 250 records are found you have to narrow down your search.

What information does the detail view show? The detail view shows the following information of the selected phone book entry when corresponding entries are present. •

First name

•

Last name

•

Title

•

Gender

•

Street

•

Town/city

•

Post code

•

State

•

Province

•

Country

•

Company

•

Department

•

Business phone

•

Home phone

•

Mobile phone

•

Fax number

•

Email address

•

Home page

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Customer service: Telephony module • 85

Searching for and calling a subscriber You can conveniently search the phone book for a subscriber . You enter the search criteria underneath the title bar of the phone list. You can use the following search criteria: Last name, first name, title, business phone, branch or company. You can limit the search by using several criteria. The search is not case-sensitive. Placeholders You can use the following placeholders for phone book searches. Placeholder Description

Example

Result

%

Placeholder for any characters

%en

Searches for all entries containing ‘en’.

_

Placeholder for any character

_ish

Searches for all entries starting with any character and then containing ‘ish’.

[character]

Placeholder for a certain character

M[ae][iy]er

Searches for all entries with Maier, Mayer, Meier or Meyer.

[character -

Placeholder for a certain sting

[M-Z]owell

Searches for all entries starting with a letter from M to Z and then containing ‘owell’.

Placeholder for any characters

*

Searches for all entries.

character]

*

Searching and calling For example, you are searching for an employee of a specific location. 1.

Click on the phone book button in the Dial or Consultation dialog. The phone book opens.

2.

Select a phone book or all address books.

3.

Enter the desired location in the Location field. Enter the desired name in the Last name field. Use a placeholder (*) if you do not know the exact name of the location. The data records are searched. If the databases are extensive and the search pattern vague, the search can take a few seconds.

4.

Mark the corresponding entry to call a subscriber. If the subscriber has several phone numbers, then you must dial the desired number.

5.

Click on Dial.

5.

Click on the Accept button. The number is incorporated in the Dial or Consultation dialog.

6.

Click on Dial.

or

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Entering a job code Job codes for topics can be configured in a IP Office Contact Center system for statistical evaluations. Your IP Office Contact Center system configuration may enable or require you to enter a job code. If you must enter a job code, this is called a mandatory job code. You can also enter multiple job codes for a call. This can be helpful if a caller orders something and then requires technical support.

Which prerequisites have to be met? You can enter a job code only if you have the Job code input privilege. If you have the Mandatory job code input privilege, you must enter a job code for every call. In this case, no additional calls are assigned to you until you have entered a job code.

What are job codes used for? To allow the statistical evaluation of incoming calls, you must enter a job code or select one from a list during the call or during ACW if you have the Mandatory job code input privilege. With the job code you inform the system of the topic to which the call was related.

Mandatory job code If the Mandatory job code privilege is set for you, the Job code button turns orange

with an incoming call and the ACW button turns light green .

If you click Hang up before entering a job code, the Job code button remains orange and Job code is displayed in the contact info line. No additional calls are assigned to you until you have entered a job code. A mandatory job code appears as follows on the contact info bar.

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Customer service: Telephony module • 87

Entering a job code You want to enter a job code. There are two options. Select from a list

1.

Click the

Job code button. The Job code dialog is displayed.

2.

Select a job code.

3.

Click the list.

4.

You can apply additional job codes as required.

5.

Click Send to complete the process.

(Right) button. The job code is selected in the

Tip If there are too many job codes, then you can directly access the corresponding job code by entering letters or numbers. For example: If you would like to select a job code named code X, enter the letter C. User-defined entry

1.

Click the

Job code button. The Job code dialog is displayed.

2.

In the Unrestricted entry field, enter a job code. You can also select a job code from the list. The length of the job code is defined. This means that you cannot specify more characters than the defined number.

3.

Click

4.

You can enter additional job codes as required.

5.

Click Send to complete the process.

(Right). The job code is selected in the list.

Removing a job code 1.

To remove a job code from the list, click

88 • Customer service: Telephony module

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Using IP Office Contact Center User Interface

Using ACW After each conversation, you can process information about the conversation. This time is called ACW.

ACW ACW determines how soon an agent who answered a call for this topic is assigned the next call. ACW starts at the end of a call. ACW is configured by your administrator and can last between 0 and 100 seconds. If ACW is configured, the remaining time is displayed on the contact info bar, e.g.,

00: 00:32. This time is counted down.

Contact info bar A call in ACW is displayed as follows on the contact info bar.

Extending the preset ACW If you need more time, you can manually extend the configured ACW. You can also extend ACW time during the call itself. 1.

You have had a conversation and want to extend ACW.

2.

Click the

3.

ACW is extended until you end it with the ACW button. The button turns grey.

ACW button. The button ACW turns dark green.

Contact info bar A call in ACW is displayed as follows on the contact info bar. The time is displayed with 00:00:00. If ACW is extended, 00:00:00 is displayed because the time is unlimited.

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Customer service: Telephony module • 89

End of ACW If you do not need the entire ACW, you can end it. 1.

You have had a conversation and do not need the entire configured ACW.

2.

Click the

3.

Click the ACW button again. The button turns gray and ACW is ended and you are assigned a new call.

ACW button. The button ACW turns dark green.

Note If you click again on the button ACW, then you are logged into all Agent groups assigned to the agent.

Manual ACW You have finished a conversation and still need time for agent-related manual ACW. You will not receive any calls during manual ACW.

1.

Click the

ACW button. The button ACW turns dark green.

2.

Perform your work.

3.

End the manual ACW with the ACW button. The button turns gray again.

You can also request a manual ACW during a call by pressing the ACW button. You will then automatically go to manual ACW after the call.

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DTMF You must use DTMF signals for special functions.

DTMF This key is used to activating or deactivating the sender for dual-tone multi-frequency dialing (DTMF). If the DTMF transmitter is active, the user can send a DTMF signals with the dial pad. Which function key do you need?

The

DTMF function key must be configured on the contact bar.

Sending DTMF signals You want to send DTMF signals. 1.

You are connected to a voice mailbox, for example, and want to send

DTMF signals. Click displayed. 2.

Click the buttons to dial.

3.

Click on Close.

Using IP Office Contact Center User Interface

DTMF. A dialog with a keypad is

Customer service: Telephony module • 91

Qualifying calls When working in the outbound dialer, you must qualify calls. The outbound dialer is the part of the IP Office Contact Center system that initiates automatic outbound calls. One outbound application, for example, is when a survey is taken in a company. For more information, see the Dialer manual.

You have reached the correct subscriber If you have reached the correct subscriber, proceed as follows:

1.

Click the RPC (Right Party Contact) button. The call will be evaluated as successfully completed.

2.

If detail qualifications are configured for the campaign, the RPC dialog box opens. From the list of qualifications on the left, you can add one or more evaluations to the list on the right. These values are then saved as additional information (tags) on the CallJob.

You have not reached the correct subscriber If you have not reached the correct subscriber, proceed as follows:

1.

Click the

2.

Qualify the call.

Option

Closure button. The Closure dialog box opens.

Explanation

Reminder

The call is repeated at a later time.

Wrong number

You dialed the wrong number.

New number

Enter the new number in the Number box.

AM

You reached an answering machine (AM). If you mark AM and indicate a time, then a new job is generated. If you mark AM and do not indicate a time, then the job is closed. (Qualification: Ended, Closure, AM) You can limit the time during which a new call is made.

Start time

Select the start time for a new call.

Stop time

Select the stop time for a new call.

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Option

Explanation Today

Tomorrow

Number 3.

Click the Today button if the new call must be made today. The call will take place in about 1 hour. Click the Tomorrow button if the new call must be made tomorrow. The call will take place in about 24 hours. If you select the New number option, you must enter the new number.

Click OK to complete the qualification.

You have reached a fax machine If you have reached a fax machine, proceed as follows:

1.

Click the Fax button. The call will be terminated immediately and evaluated as a fax.

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Customer service: Telephony module • 93

Information messages The tool bar shows the Information messages icon. Click this icon to display messages from the modules.

Information message statuses The following table shows the possible statuses of the information message icon. Icon

Color

Explanation

Gray

There are no messages.

Flashing Orange

There are unread messages. There are messages. Unread messages are displayed in bold.

Orange

Read messages are displayed in the default font. If you click a message, the message is marked as read.

Signal tab If you have minimized the view, the you have any messages.

icon also appears in the signal tab if

Messages from the Realtime information module If the realtime information exceed the configured alarm threshold, the information message indicates which realtime information are involved. Messages and possible reasons The following table shows messages and possible reasons. Message

Possible reasons

Realtime information Name Page: Page number

A value has reached or exceeded the configured alarm threshold in the realtime information: Realtime information Name on page Page number. This message will disappear when the alarm status no longer exists.

Possible functions Click the message. The relevant realtime information are displayed in the Realtime information module.

Messages about the connection A message is displayed whenever a connection to the PBX or e-mail system has been interrupted.

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Messages and possible reasons The following table shows messages and possible reasons. Message Possible reasons

The connection to the telephone system is interrupted.

The connection to the telephone system has been interrupted, for example, due to network problems. This message disappears as soon as the connection has been restored.

The connection to the e-mail system has been interrupted, for example, due The connection to the e-mail system to network problems. This message is interrupted. disappears as soon as the connection has been restored. Possible functions Click the message. The Protocol module is displayed. Correcting the problem If you can no longer work normally, inform your system administrator.

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Customer service: Telephony module • 95

Messages for telephony When an agent on the telephone is logged off, a message is displayed indicating why the agent was logged off. Depending on the reason, the option is provided for the agent to log in again by clicking the message. In general, the agent is logged off if the task server has been restarted (depending on the task server). In this case, it is possible and practical for the agent to log in again. In other cases, this is not practical, for example, if the agent was logged off remotely or if the agent has logged in on another computer. In these cases, the agent is not given the option of logging in again by clicking the message. Messages and possible reasons The following table shows messages and possible reasons. Message

Possible reasons

Telephony function “Call routing” is active. Click on here to deactivate it and log in again.

You were logged out because call routing has been set up on this telephone.

Connection to the PBX is established again. Click here to log in again.

The connection to the telephone system was interrupted.

Connection to PBX is broken. Click here The connection to the telephone to log in again. system was interrupted. You have been logged out from the telephone, another user has logged in.

Another user has logged in.

Telephone function "do not disturb" is active. Click on the button to deactivate it and login again.

The “Do not disturb” function has been activated on the telephone.

Correcting the problem Click the message to log in again. If you can no longer work normally, inform your system administrator.

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Customer history and quick bar Learn about the possibilities of the quick bar and the customer history.

About Customer history The customer history shows during a contact with a customer data on past contacts with the customers. You see, for example, when the customer has the last time called. The customer history is a Telephony monitor. Use the quick bar to use the customer history comfortably. When is the display updated? If you have a customer contact and customer data are available, then the customer history shows information. The response depends on whether you are working with the module Telephony or with the module E-mail. You work with the module Telephony. You can use the quick bar or the Telephony with a customer history. The customer history is updated with a telephone call. If customer data is available, these will be displayed. You must not have a connection. The display holds up when you answer a call. If you hang up or after the wrap-up time on topics then the customer history is empty. You work with the module E-mail. You must use the quick bar for the customer history. A customer history must be configured in the quick bar. When you activate an e-mail, the customer history is updated. You can use the customer history only in the Inbox. You work with the module Chat. You must use the quick bar for the customer history. A customer history must be configured in the quick bar. When you activate a chat request the customer history is updated. You can use the customer history in the folder request and archive. Note that when you switch between the modules Telephony, E-mail or Chat that then another customer history is displayed. If you edit an e-mail, then the corresponding customer history is displayed. You receive a call and go to the module Telephony, then the customer history of the caller is displayed. Restriction Note the following restrictions. •

The customer history shows information about the current task (telephone call or e-mail or chat). There are no other functions possible, such as reading an e-mail from the customer history (active link).

•

Information from address books are not used in the customer history.

•

The customer history shows a maximum of 500 records.

Information quality Note that the displayed data in the customer history depend on the the quality of the customer data. If in the customer data, for example, two entries with the same name (Martin Meier) are present, then both records are displayed in the customer history.

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Requirements for the customer history To use the customer history, you need the following requirements. IP Office Contact Center processes For the customer history the following IP Office Contact Center processes have to work. •

Taskreporting database server (TRDB_SRV.EXE)

•

Taskreporting Server (TR_SRV.EXE)

Customer recognition To view the name for a caller or the sender the name must be configured as a customer. A name of a customer is detected when either the phone number or e-mail address of the customer or both pieces of them are configured. Even if a caller or sender has already called several times or sent e-mails before he has been configured as a customer in customer history all contacts of the customer are shown. Response time To achieve an optimal response time at the agent, the database must be regularly serviced. Details refer to the user manual System administrator.

Properties of the customer history A customer history is configured as a Telephony file. You can set the properties of the representation. Properties of the presentation •

Realtime display.

•

The size can be adjusted.

•

You can hide the title.

•

You can customize the column arrangement.

•

Text properties can be modified.

•

You can change the background color.

Period The period specifies the period for which contact data displayed in the customer history. The starting point is always from the current time. Possible are periods 2, 4, 8, 12 weeks. If you specify 0 (zero), then all existing data is displayed. Note that in a setting of 0 (zero) a large amount of data can be displayed and this may cause delay in presentation.

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Title bar The title bar shows the name of the customer, the number of the caller or the email address of the sender. The customer's name is displayed if the client is configured as a customer with a phone number or e-mail address. Available information You can configure the following columns. These information are available in the taskreporting database. Column Explanation Date

Shows the date of the contact.

Time

Shows the time of contact.

Task type

Shows the task type, telephony or e-mail or chat.

Caller / From

Shows the name of the customer. The name will be displayed only if the client is configured as a customer.

Called address

Shows the dialed number (topic or extension) or the e-mail address (TO).

Original topic

Shows the original topic (first topic).

Last topic

Shows the last topic.

Last agent

Shows the last agent who handled the task (telephony or e-mail or chat).

External target name

Shows the external target name.

External destination

Shows the external destination.

Note

Shows a note. A note appears only with a call. The note shows the contents of CallTag CCK_Customer_Info. In the pre-defined Telephony the CallTag can set by an agent. In an e-mail the note is empty.

Subject

Shows the subject of an e-mail. In a call, the subject is empty.

Dialer note

Shows a dialer note. The dialer note shows the contents of the calltag OD_Pers_Note. In an e-mail the dialer note is empty.

Example The following example shows a customer history.

Icon The following icon is used for the Customer history element.

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Customer service: Telephony module • 99

Configuring a customer history You must have the appropriate privileges to configure a quick bar. Proceed as follows. 3.

Choose File view in the menu Telephony.

4.

Click New quick bar file.

5.

Enter a name, example History.

6.

Click Edit.

7.

Drag the element customer history into the monitor.

8.

Choose a period.

9.

Choose the tabs.

10. In the tab Presentation choose font and background. 11. Click OK. 12. Click Save.

Using customer history You use a customer history usually with a quick bar.You can also use a customer history in a Telephony. You can get information, which contacts a customer already have had. The contacts can be telephony or e-mails. So you can see, for example, whether a customer has called a certain topic. Sort The customer history is pre-sorted by date. This means the latest data is available at the beginning. You can sort the table by any column's contents in ascending or descending. 1.

Click on a column title.

2.

The table is sorted. An icon in the column indicates whether ascending ( ) or descending order ( ) sorted.

Print A customer history can be printed. 1.

Click on a customer history with the right-hand mouse button. A pop-up menu opens.

2.

Choose Print. You can select a printer and print the contents.

Create mail Condition for the function is that the customer had an e-mail contact and e-mail address is present. You can send a new e-mail to the customer. The e-mail address is included in the To field. 1.

Click on a customer history with the right-hand mouse button. A pop-up menu opens.

2.

Select Create mail. The modul E-mail apears. A new e-mail is opened in the edit mode.

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About quick bar The quick bar is an independent area in the user interface. You can use the quick bar together with the module Telephony or with the module E-mail. If you work with other modules, then the quick bar is not displayed. The Quick Bar corresponds to a special type of a Telephony that you configure in the module Telephony. Usually the Telephony element customer history is configured in the quick bar. With an appropriate privilege, you can select a quick bar file for the quick bar. If an agent does not have the privilege quick bar view, then the quick bar is not displayed. Possible modes The quick bar can use in two modes. Mode: Overlay The quick bar is displayed only when needed. The display of the quick bar covers content of the active module. Mode: Embeded The display of the quick bar moves the area of the active module. Contents are not covered. Presentation The following figure shows a quick bar in the closed state.

The following figure shows an open quick bar.

Size You can adjust the vertical size of the quick bar. The adjusted size is stored. Icon for quick bar file The following icon is used for a quick bar file.

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Customer service: Telephony module • 101

Prerequisites for a quick bar To use the Quick Bar, you need the following prerequisites. Privilegien •

Show quick bar If this privilege is checked, then a quick bar appears.

•

Select own quick bar If this privilege is checked, then an agent can select a Telephony file for the quick bar.

•

Telephony configuration If this privilege is checked, then an agent can configure Telephonys.

The privileges are configured with the application configuration. Quick bar file A corresponding quick bar file must be configured. Usually you use a customer history.

Predefined quick bar with customer history During installation were created a pre-defined quick bar with customer history. The predefined quick bar has the following properties. Columns Date, Time, Called address, Original topic, Last topic, Last agent, Note, Subject, Task type. Period: 2 weeks

Usable Telephony elements in the quick bar In the quick bar you can use the following Telephony elements. •

Label

•

Value element

•

Maximum wait time for multiple topics [Telephony]

•

Maximum wait time for several topics [E-mail]

•

E-mail to contact

•

Out of office notice

•

Variable (name and value)

•

Variable (window display)

•

Queue [Telefony]

•

Abandoned Call list [Telefony]

•

Image

•

Group

•

Bar chart

•

Maximum wait time for multiple topics [Telephony] (bar chart)

•

Maximum wait time for multiple topics [E-mail] (bar chart)

•

Queue for multiple topics [Telephony] (bar chart)

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•

Waiting e-mails for multiple topics [E-mail] (bar chart)

•

Individual status element (LED)

•

Pie chart

•

Agent status for AG (grid)

•

Customer history

•

Direct call

Configuring a quick bar To configure a quick bar, proceed as follows. An agent must have the appropriate privilege that a quick bar is showed. There are two possibilities to select a quick bar file. Possibility 1 1.

Open the module UI config.

2.

Select a system, profile or agent configuration.

3.

Click on tab Firstscreen.

4.

Select a quick bar file.

5.

Click OK.

Possibility 2 1.

Click on the quick bar with the right-hand mouse button. A pop-up menu opens.

2.

Choose Configure. The dialog File selection opens.

3.

Doubleclick on a quick bar file.

Using a quick bar The quick bar can either show on demand or use always on top. Overlay 1.

Stay with the mouse on the button . The quick bar apears. The display will remain open as long as you leave the mouse pointer on the button .

Embeded 1.

Click

.

To close the quick bar, click

.

Adjust vertical size 1.

Hold the mouse pointer on the lower gray bar.

2.

Drag the quick bar to appropriate size.

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Customer service: Telephony module • 103

Customer service: E-mail module

E-mail module The E-mail module is a graphical user interface component of the IP Office Contact Center system. Using this user interface, agents at a call center can log into and out of the IP Office Contact Center system, log into or out of agent groups, go into break mode and read and process e-mails assigned to them.

Properties The E-mail module has the following properties. These properties are broken down into agent functions, supervisor functions and system functions. Agent functions An agent can use the following functions. To use all the functions you need the relevant privileges. •

Log into and out of the IP Office Contact Center system

•

Log into or out of an agent group

•

Start and end a break

•

Accept e-mails

•

Process e-mails

•

Send e-mails

•

Forward e-mails

•

Delegate (assign) e-mails

•

Delete e-mails

•

Print e-mails

•

Check spelling

•

Import a personal address book

•

Use address books

•

Use text blocks

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Supervisor functions When working as a supervisor, you can use the following functions. As a supervisor you need to have the relevant privileges. •

Display agent and topic mailboxes

•

Delegate, process and delete documents in the Overview folder.

•

Delegate and delete documents in the Deleted folder.

•

Import and administrate dictionaries

System functions You can use the following system functions. • Display active, interrupted, held and completed e-mails • •

Display drafts Display e-mails in the following formats: ASCII, HTML, RTF

•

Display archived e-mails

Opening Proceed as follows to open the module in the user interface:

106 • Customer service: E-mail module

4.

You have opened the user interface. In the task bar, click .

5.

The E-mail module appears in the user interface.

Using IP Office Contact Center User Interface

Structure of the module Just like other Windows applications, the E-mail module has menus, commands, and a tool bar.

Illustration and explanation of areas on E-mail screen Illustration The illustration below shows the E-mail module and the various areas on the screen.

1

6

2

7

3

8

4

5

9

Areas The illustration above shows the following screen areas. 1

Menu bar

2

Tool bar and status bar (Select AG, Pause, Status indicator for the agent groups, Logoff)

3

Mailbox folders (default: Inbox, Deferred, Drafts, Overview, Completed). For the Deferred mailbox folder, you need the “Place emails on hold” privilege.

4

Document list

5

Action bar

6

Processing status indicator

7

Agent status

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Customer service: E-mail module • 107

8

Display and processing area

9

Text blocks

Menus and commands The table below shows the available menus and commands. Menu Command Explanation E-Mail Import Address Book You can import address book entries Client from a CSV file. This command is only shown if you have the relevant privilege. E-Mail Client

Create Address Import File

You can create a template CSV file for importing addresses or distribution lists.

View

Visible Folders

You can select which folders are to be displayed. You cannot hide the Inbox folder.

View

Columns...

Specify which columns are to be displayed in the E-mail module.

View

Refresh Options...

You can set a value between 0 and 60 seconds for updates to the currently selected mailbox folder. The mailbox folder is refreshed at the specified intervals. You usually use the defaults.

Additional Options options

Shows the options. You can activate notifications and set a time for them to be displayed.

Additional Signature options

You can create a signature and select it.

Additional Empty recycle bin options

Deletes all documents from the recycle bin.

Additional Show Search Filter options

Opens the Search Filter dialog, which allows you to narrow your search to specific information in a folder.

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Icons: Document status Document status The table below shows the icons that may be displayed to indicate the status of documents. Default Icon with Icon with Explanation icon active reply active forwarding -

-

New Read Active Interrupted Resubmitted Deferred

-

-

Delegated

-

-

Job code missing

-

-

Outgoing email

Priority The table shows the icons for document priority. Icon Explanation High priority Low priority No icon

No icon means that the email has normal priority.

Transmission job status (Outbox folder only) The table below explains the meaning of the icons used to indicate the status of transmission jobs. Icon

Color Green

Transmission job status Successful

Red

Error occurred

Yellow

Active/being processed

Orange

Waiting/previously attempted

Blue

Stopped

Displays Proceed as follows to see the transmission job status: 1.

Click on the Outbox folder. A colored LED is displayed in the Status (Icon) column.

2.

The color of the LED indicates the status of the transmission job.

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Icons: Create new e-mail You can use the following icons when you create a new email. You can format the text of the document any way you want it. Icon Explanation Cut Copy Paste Undo Redo Bold Italics Underline Align left Center Align right Justify Horizontal line Numbering Bullets Decrease indent Increase indent Font color Highlight Check spelling

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Format, Font, Font size You can use the following functions to change the formatting of a text. List box Explanation Format Style The options are: Paragraph Heading 1 Heading 2 Heading 3 Heading 4 Heading 5 Heading 6 Address Formatted Use paragraph for normal body text. Heading 1 is the largest header size and Heading 6 is the smallest. Use Address to format an address. Use Formatted for special markup (italics) Font

Select the relevant characters. The options are: Arial Courier New Times New Roman Verdana

Font size

Select the relevant characters. The options are: Extra small Small Normal Large Larger than X-Large XX-Large

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Mailbox folders The following mailbox folders are available for documents (emails/SMS text messages/faxes). A figure in brackets after the name of the folder indicates the number of unread documents. Icon Name of mailbox Explanation folder Inbox The Inbox folder contains all incoming documents. Deferred

The Deferred folder contains documents that will be automatically re-submitted to the Inbox at the specified date and time. This folder only appears if you have the “Place emails on hold” privilege.

Drafts

The Drafts folder contains documents that you have not yet sent.

Sent

The Sent folder contains all the documents that you have already sent.

Deleted

The Deleted folder contains documents that you have deleted.

Overview

The Overview folder contains all the documents for the various topics. If you are working as an agent, you can view and pickup the documents in the Overview folder. You cannot edit documents directly. If you are working as a Supervisor, you can delete documents in the Overview folder and delegate them to topics or agents. A Supervisor possesses the UMR-Supervisor privilege. Note that you need to possess the relevant privileges for the topics. Your system administrator configures the privileges using the Configuration application.

Completed

The Completed folder contains all completed documents that remain in the UMR database.

Outbox

The Outbox folder shows all sent documents. Depending on the privilege, this folder shows the documents of an agent or also of topics. You can forward a document, change the send status, or view the properties by means of a pop-up menu.

Archive

The Archive folder provides an overview of all completed documents that have already been moved from the Runtime database to an external database during an archiving run. The archive is only available if a transfer of completed documents to an external archive database is planned and the UMRClientAdapter is configured accordingly. In this case, this folder can be accessed by all agents.

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To display the documents, click on the relevant mailbox folder tab.You will find more information about mailbox folders in Adapting the work area. That section explains which actions you can perform on the documents in each mailbox folder.

Processing status display In the action bar on the far left of each document window you can see the processing status of the document. This area has a slightly darker background. When a new document is created, this indicator is initially empty. Processing statuses The following table shows each possible processing status. Processing status Explanation Multiselection,

You have selected multiple documents.

Create mail

You are composing a new, outgoing email.

Reply mail

You are writing a reply to a CC email. (CC=CallCenter)

Forward mail

You are preparing a CC email for forwarding. (CC=CallCenter)

Mail sent

You are displaying an email that has already been sent.

Enter job code

You must input a job code before the email can be closed out.

Reply not CC mail

You are writing a reply to an email that was not assigned to you by CallCenter.

Forward not-CC mail

You are preparing an email for forwarding that was not assigned to you by CallCenter.

Not CC mail

Viewing a non-CC email that has been received.

Preview

Email/task has not yet been activated. Therefore only a preview is allowed.

Document does not exist

System error: The selected document is not available.

More information The Processing status display also shows whether a document has already been answered or forwarded. Processing status Explanation Email has not yet been answered. Replied: Email has been answered. Forwarded:

Email has not yet been forwarded. Email has been forwarded.

Action bar The action bar allows you to perform various actions. Actions on documents (email/SMS/fax)

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The order in which the buttons are displayed varies for the individual actions. The first button (from left to right) is always Send document.

For a detailed description of the individual actions, see Processing documents (actions). Button

Explanation Create a new document.

Send document.

Reply to the sender of a document. Save document. If you are writing a new email, it is saved to the Drafts folder. Put document on hold. A document is held until the designated date and time. It then re-appears in the Inbox folder. When you click this button, a window is displayed in which you can enter a date and time and a note. The Note icon is then displayed in the second column of the document list. To read the note, click on the Note icon. Forward document Repeat transmission of a document (following a transmission error only). If the transmission failed (e.g. when attempting to send a fax) the document is transmitted again.

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Button

Explanation Send another copy of the document (for any document). The document is loaded in edit mode. You can edit the document, change the subject line or recipient, if applicable, then send the document again (using the Send button). Delegate document (assign) and add a note to it.

Pick up the document.

Completing the processing of a transaction. The archived document is closed and moved to the Completed folder. Allocate a job code.

A job code is required.

Add an attachment to the document.

Configure transmission options. Document transmission actions Button

Explanation Stop the transmission job

General actions Button

Explanation Note You can add a note when delegating a document or putting it on hold (for resubmission). The Note icon appears in the document list and in the mail header of a document. To read the note, click on this icon in the mail header of the document. Print document

Maximize work area

Reduce work area Close document If you have made changes to the document, the following message is displayed: Document was changed.

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Customer service: E-mail module • 115

Button

Explanation To save the document to the Drafts folder, click on OK. To discard the changes, click on Cancel.

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Agent status indicator You can see the indicator for the status of agents in the bottom left-hand corner of the window. •

If the agent is logged in, the indicator looks as follows (example only): Smith, John - logged in (Active)

•

If the agent is on a break, the indicator changes as follows (example only): Smith, John - logged on (Break)

Email display area and processing area In this area, located below the action bar, you process your documents. If you are replying to an email, the following two areas are displayed (top to bottom) • •

Using IP Office Contact Center User Interface

Email display area Processing area (e.g. the reply to an email that you are in the process of writing)

Customer service: E-mail module • 117

Configuring mailbox folders You can configure your work area. Each folder has columns that are displayed by default.

Available mailbox folders The following table lists the mailbox folders and the columns that are displayed. The columns marked with a star (*) are not pre-set. You can display these columns if necessary. Icon Mailbox folder Columns Inbox Status image, Attachment, Status text, Service, Sender, Topic, Subject, Received, To*, Cc*, Created*, Sender address* Deferred

Status image*, Attachment, Resubmission time, Status text*, Sender, Topic, Subject, To*, Cc*, Created*, Sender address*

Drafts

Status image, Attachment, Status text, Sender, Subject, To, Cc*, Bcc*, Created, Sender address*

Sent

Status image*, Attachment, Status text*, Sender, Topic, Subject, To, Cc*, Created, Sender address*

Deleted

Status image, Attachment*, Status text*, Sender, Topic, Subject, Received, To*, Cc*, Created*, Sender address*

Overview

Status image, Attachment, Status text, Service, Sender, Topic, Subject, Received, Mailbox, To*, Cc*, Created*, Sender address*

Completed

Status image, Transaction number, Attachment*, Status text*, Sender, Topic, Subject, Received, Mailbox, To*, Cc*, Created*, Sender address*

Outbox

Attachment, Sender, Status image*, Priority*, Status text*, Sender address*, CC*, Topic, To, Subject, Created, Mailbox Status image, Transaction number, Attachment*, Status text*, Sender, Topic, Subject, Received, Mailbox, To*, Cc*, Created*, Sender address*

Archive

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Setting visible folders You can configure which folders are to be displayed and which are to be hidden. You cannot hide the Inbox folder. To specify the folders that are to be displayed, do the following: 1.

Select Visible Folders either from the View menu or from the popup menu (right mouse button). The Visible Folders dialog is displayed.

2.

You can use the >> and sliding window> to view the next page. Click | to go to the last page. Click |< to go to the first page. Sample page display |< > >|

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Supervision: Contact Evaluation

Contact Evaluation module Use Contact Evaluation to create an advanced report of your customer contacts.

What is Contact Evaluation? Contact Evaluation is a statistical evaluation that provides information on all task types (call and e-mail). Unlike counter-based reports, which provide summary values such as the number of calls, number of conversations, total conversation times, average conversation times and so on, contact evaluations provide information on callers, dialed topics, conversation lengths, agents involved and other information for each task type (telephony and e-mail).

Areas of application for Contact Evaluation You can use Contact Evaluation for the following areas of application. Invoicing for customers (inbound) •

Invoicing is based on services rendered and documented

Reporting user processes •

How do customers communicate with the IP Office Contact Center system?

•

What topics and agents are involved?

•

How long do customers communicate and with whom?

Detailed task type processes •

Using IP Office Contact Center User Interface

Processes broken down (by task type) for individual IP Office Contact Center system agents.

Supervision: Contact Evaluation • 329

Opening Contact Evaluation Proceed as follows to open the Contact Evaluation module:

1.

In the task bar, under Supervision click Evaluation.

Contact

1.

In the Go to menu select Contact Evaluation.

or

Creating a contact evaluation Settings for display You enter the following settings for contact evaluations.

Setting

Function Indicates the start time for a contact evaluation.

Start To change the date, click

.

Indicates the stop time for a contact evaluation. Stop To change the date, click

.

Topic

You can select one or all topics.

Task Type

Indicates the task type. You can select all, telephone or e-mail. You can select all callers or specific callers.

Caller/Sender

Selected address

You can enter a telephone number. You can use the asterisk (*) as a placeholder. The list box is generated from the data in the database. You can select the numbers or destination addresses for e-mail to include in the report.

To display a contact evaluation, follow these steps: 1.

Next to Start, click

. Click the required start date.

2.

Next to Stop, click

. Click the required end date.

3.

Select the topics for which you want to display a report.

4.

Select the callers if required.

5.

Select the dialed numbers or destination addresses if required.

6.

Click Search. The data is read from the database. This may take a few minutes depending on the amount of data. The table with the contacts is displayed.

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Paging through information If the search result contains more than 15 lines of information, you can page through the information. The number of pages is displayed. Click >> to view the next page. Click | to go to the last page. Click |< to go to the first page. To go to a particular page, you can enter the page number (for example 4) and click go to. The page will be displayed. Sample page display Page 4 / 14 go to |< > >|

Export You can generate an Excel file or a CSV file for the displayed Contact Evaluation data. 8.

Click Create Excel or Create CSV.

The generated files (with details on date and hour of creation) are to find in the folder: C:\Documents and settings\All Users\Documents\reporting data Example for a generated Excel file: CR-20090114-1005.xls CR-Details-20090115-0954.xls

Tabular display The contact evaluation shows the following information in a table.

Column

Comment

Details

Click to display the details (connection level) for this contact.

Time stamp

Displays the contact start time stamp.

Task type

Displays the task type, telephone or e-mail.

Caller/Sender

Displays the caller number or e-mail address (if known, otherwise blank).

Selected address

Displays the called number (first contact number called).

Access topic

Displays the name of the first topic involved during the contact.

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Supervision: Contact Evaluation • 331

Column

Comment

Connection status

Displays the contact connection status (initial connection). ConnectedDirect (connected without queue) ConnectedQueued (connected with queue without announcement) ConnectedQueuedAnnounce (connected with queue and announcement) DroppedOverload (disconnected by the system due to overload) DroppedBusy (disconnected by the system, busy) DroppedCanceled (disconnected by the system by call flow) AbandonedAlerting (disconnected by caller during a call) AbandonedQueued (disconnected by caller in queue without announcement) AbandonedQueuedAnnounce (disconnected by caller in queue with announcement)

Number of customer records

Yes: Contact begins as a manual outbound call (outcc). No: Other

Number of customer connections

Yes: Contact begins as a dialer call. No: Other

Chargeable time of connection

Displays the total chargeable caller connection times for the entire contact.

Customer ring time

Displays the total caller call times for the entire contact.

Customer conversation time

Displays the total caller conversation times for the entire contact.

Customer time on hold

Displays the total caller hold times for the entire contact.

Customer wait time

Displays the total caller wait times for the entire contact.

Number of consultations

Displays the number of attempted consultations for the entire contact.

Number of consultation calls

Displays the number of consultations with connection for the entire contact.

Consultation speech time

Displays the total conversation times in consultation for the entire contact.

Total ACW

Displays the total ACW time for the entire contact.

Direct topic dial in

Yes: Subscriber selected the topic. No: Other

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Column

Comment

External contact

Yes: External contact. No: Other

Inbound contact

Yes: Internal contact. No: Other

OutCC contact

Yes: Contact was an outgoing call center call. No: Other

Dialer contact

Yes: Contact established using dialer. No: Other

Voice mail is recorded

Yes: Contact begins with recording a voice mail message. No: Other

Network overflow

Displays the total number of network overflows for the entire contact.

Tabular display: details You can view additional details for each contact. Displaying details 1.

To display details, click

. The details are displayed.

Connection details (connections) The following detailed information is displayed for the connection.

Column

Comment

Details

If additional topic or destination information is available for the record, the magnifying glass is displayed. If you click it, the information is displayed in the bottom frame. Otherwise the field is blank.

Time stamp

Displays the time the connection started.

Caller/Sender

Displays the caller number or e-mail address. If no information is available, the field is blank.

Caller/Sender Name

Displays the caller name from IP Office Contact Center customer recognition. If no information is available, the field is blank.

Customer number

Displays the customer number from IP Office Contact Center customer recognition. If no information is available, the field is blank.

Customer priority

Displays the customer priority from IP Office Contact Center customer recognition. If no information is available, the field is blank.

Selected address

Displays the number called for this connection (even if the call was routed).

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Column

Comment

first topic

Displays the routing topic. If a consultation to a call center topic is made, the transferred call also contains the name of the routing topic.

last topic

Displays the last topic used (for example, for topic overflow)

Task type

Displays the task type. Telephone E-mail

Connection status

Displays the contact connection status (initial connection). ConnectedDirect (connected without queue) ConnectedQueued (connected with queue without announcement) ConnectedQueuedAnnounce (connected with queue and announcement) DroppedOverload (disconnected by the system due to overload) DroppedBusy (disconnected by the system, busy) DroppedCanceled (disconnected by the system by call flow) AbandonedAlerting (disconnected by caller during a call) AbandonedQueued (disconnected by caller in queue without announcement) AbandonedQueuedAnnounce (disconnected by caller in queue with announcement)

Call time

Displays the total call times for all B subscribers or the time an e-mail remained unread.

Speech-/active time

Displays the total conversation times of all B subscribers (for conferences greater than the chargeable connection time) or the e-mail processing time.

Wait time

Displays the total wait times for all B subscribers. The wait time is the time between the start of the connection and contact with the agent. The total includes all times in the queue and call times with the agent. The total equals the total of all wait times for the associated agent records.

Time on hold

Displays the total hold times for all B subscribers.

Chargeable time of connection

Displays the chargeable connection time (ISDN).

ACW

Displays the total ACW times for all B subscribers.

Consultation

Displays whether the contact was a consultation. Yes: Consultation call No: Other

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Column

Comment

Routed

Displays whether the contact was an ACD call. Yes: ACD call No: Other (if a consultation call is marked as an ACD call, this also applies for the transferred connection.)

Voice mail is recorded

Displays whether a voice mail message was recorded. Yes: Voice mail message recorded No: Other

Dialer contact

Displays whether the call was from the outbound dialer. Yes: Call by dialer No: Other

Network overflow

Displays the number of network overflows in this connection.

Topic information The following detailed information is displayed for the topic.

Column

Comment

Time stamp

Displays the time when the call was placed to the routing topic.

Topic

Displays the routing topic. The topic can vary from the dialed topic if there is a topic overflow.

Destination name

Displays the agent name or name of the external destination when the call is routed to an agent. If no information is available, the field is blank.

Wait time

Displays the wait time in the topic queue.

Announcement

Displays the wait time in the topic queue with an announcement for DSPF, VEA, VU and MHX announcements.

Announcement script

Displays the wait time in the topic queue with a VEA or DSPF announcement.

VU script

Displays the wait time in the topic queue with a VU announcement.

Welcome announcement

Displays the wait time in the topic queue with a welcome announcement (VEA, DSPF or VU).

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Destination information The following detailed information is displayed for the destination.

Column

Comment

Time stamp

Displays the time when the call was routed to the agent.

Destination name

Displays the destination name (agent or external destination).

Destination address

Displays the destination number (agent or external destination).

Destination type Agent group

Displays the agent group used to route the call to the agent.

Topic

Displays the name of the routing topic used to route the call to the agent.

Wait time

Displays the caller's total wait time until the call was connected to this agent. The total includes all times in the queue and call times. The agent-specific wait time restarts from zero following a conversation with an agent.

Call time

Displays the call time on the agent telephone for this connection.

Speech-/active time

Displays the agent's conversation time for this connection.

Time on hold

Displays the agent's hold time for this connection.

ACW

Displays the agent's ACW for this connection.

Job code

Displays the job code. If there is more than one job code, only the last value is saved.

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Administration: UI Configuration module

Structure of the UI configuration module The UI configuration module lets you can configure a contact bar for a profile or for agents. You can also assign configured home and Telephony realtime information to the profiles or to individual agents.

Opening the UI Configuration module Proceed as follows to open the module. 1.

Click Administration on the task bar.

2.

Select the

3.

The module will open.

1.

In the Go to menu, select UI config.

2.

The module will open.

UI config module.

or

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Administration: UI Configuration module • 337

UI Config Control interface When you open the UI Config module, the UI Config Control view is displayed. Related topics For further information, please refer to the following topics: •

Contact bar configuration

•

Configuring home realtime information

•

Configuring Telephony realtime information

•

Status bar

UI Config Control view The UI Config Control view is divided into a left-hand area and a right-hand area. Folders The following folders are displayed in the left-hand area. Icon

Folder

Explanation

System

The systems are displayed in the right-hand area.

Profile

The profiles with profile names are displayed in the right-hand area.

Agent

The agents with agent names are displayed in the right-hand area.

Opening the UI configuration Proceed as follows to open the UI configuration. 1.

Double-click an agent, for example.

2.

The UI configuration for agent "name" dialog is displayed.

Updating the view In the application Configuration a new profile can be created or a profile can be deleted. In the UI configuration the data are loaded during login. Recent changes are not visible. In order to see changes, you must update the display. Proceed as follows. 1.

Click the right mouse button in the list of profiles. A context menu appears.

2.

Select Update.

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Settings for system, profile and agent You can set up the following interfaces for a system, profile or agent. •

Contact bar

•

Home

•

Telephony

•

Status bar

•

Application

•

Realtime Information

Only for profile and agent The Autostart Realtime Information can set up only for a profile or an agent. •

Autostart Realtime Information

When for the Agent no Autostart Realtime Information is configured, then the realtime information of the profile is loaded. If the agent has stored for those monitors window positions, then the window positions of the agents are used. Otherwise, the window positions of the profile are used. Tabs You specify the settings for each interface on a tab. You can configure the following areas in tabs. To make changes in the UI Config module, you must have the UI configuration privilege. However, if you have the relevant privileges, the following areas can also be enabled for you. Tab

Necessary privilege

Explanation

Contact bar

Contact bar configuration

On the Contact bar tab, you configure telephone elements, e.g., for an agent.

Home

Home configuration

On the Home tab, you configure home realtime information, e.g., for an agent.

Telephony

Telephony configuration

On the Telephony tab, you configure the Telephony.

Autostart RT Information

UI configuration

In the Autostart realtime information tab, select the realtime information to be displayed on startup.

Status bar

Status bar configuration The Status bar tab allows you to set whether the work and break hours, e.g. for an agent, are being displayed.

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Administration: UI Configuration module • 339

Tab

Necessary privilege

Explanation

Application

UI Config. Application

You can select an active view when starting an application.

Realtime Information Grid color configuration

Turn off flashing of the taskbar on realtime information alarms

You can define colors for grid elements at the Realtime Information tab. You can turn on or turn off the flashing of the taskbar on realtime information alarms. A change will take effect only when an agent logs in again.

Configuring the contact bar Proceed as follows to configure the contact bar. 1.

Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed.

2.

Click the Contact bar tab.

3.

Select the telephone elements.

4.

Click OK.

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Configuring the home module Proceed as follows to assign home realtime information to other agents. 1.

Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed.

2.

Click the Home tab.

3.

Select realtime information.

4.

Click OK.

Configuring the Telephony module Telephony for the module you can configure the following settings. Current Telephony You can select a Firstscreen or use the default. In the foreground with dialer calls You can set that the firsr screen module appears when a call is distributed from the dialer. Current quick bar You can select a quick bar or use the default.

Adding Autostart realtime information Proceed as follows to add Autostart realtime information. 1.

Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed.

2.

Click the Autostart Realtime Information tab.

3.

In the UI configuration for agent, you can either use the default or select a monitor. To select a monitor, remove the option Default. Click Add.

4.

Select realtime information.

5.

Click OK.

Configuring the status bar Proceed as follows to configure the status bar. 1.

Double-click an agent, for example. The UI configuration for agent "name" dialog is displayed.

2.

Click the Status bar tab.

3.

Select the desired option.

4.

Click OK.

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Administration: UI Configuration module • 341

Selecting an Active View You can select one of the following modules for an active view. The selected module is displayed after starting the IP Office Contact Center UI application. Possible Views •

Address Book Admin

•

Agent Evaluation

•

Dialer

•

Email

•

Telephony

•

Home

•

IVR Editor

•

Configuration

•

Contact Evaluation

•

Realtime information

•

Protocol

•

Statistics

•

Task Flow Editor

•

Text Block Admin

•

UI Configuration

•

E-mail configuration

Selecting 9.

To select an active view, click on the Application tab in the UI Configuration dialog box .

10. Select a view. 11. Click OK.

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Configuring Colors for Keys and Pie Charts For system states, profiles or agents you can change colors and key text on some Realtime Information. Key colors are defined by default. Color for Absent can not be changed. Color modification affects following Reatime Information: •

Pie chart

•

Agent status for AG (grid)

•

Agenten status for team (grid)

•

Workplace status

Changeable states Color for Asent can not be modified. Following states can be changed. Default colors are displayed. State

Background color

Text color

Present Grey Pause Grey Non ACD active orange Free yellow ACD active green

Color configuration of grid elements for a system Proceed as follows to configure colors for a system. 12. Click System in UI Configuration dialog. 13. Double click on the default interface. The Dialog UI Configuration Default Interface is displayed. 14. Click Monitoring tab. 15. Click the color to be modified. The dialog Select Colors is displayed. 16. Select the color. 17. Click OK. 18. To restore the default setting, click on the button modified color.

next to the

19. Click OK.

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Administration: UI Configuration module • 343

Configuring Colors of Grid Elements for Profiles or Agents Default colors are set for profiles or agents. To change colors for a profile or an agent proceed as follows. 20. Click for example Agent in UI Configuration dialog. 21. Double click an agent. The dialog UI Configuration for Agent “name” is displayed. 22. Click Realtime Inormation tab. 23. Click the check-box Standard to remove the selection. 24. Click the color to be modified. The dialog Select Colors is displayed. 25. Select the color. 26. Click OK. 27. To restore the default setting, click on the button modified color.

next to the

28. Click OK. To restore the default settings, select the check-box Standard.

344 • Administration: UI Configuration module

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Using IP Office Contact Center User Interface

Administration: UI Configuration module • 345

Administration: additional modules

Administration task bar You can work with different modules in the Administration area.

Prerequisite You must have the necessary privileges to display the modules and to be able to use them. Each module has additional privileges that define the functions you can use in the module.

Administration task bar The modules for the Administration area are displayed in the task bar with the following icons. Icon

346 • Administration: additional modules

Module

Explanation

Configuration

You configure all objects of a IP Office Contact Center system with the Configuration module. You also configure system settings.

UI Config

The UI Configuration module lets you configure the contact bar and select realtime information for home and the Telephony.

Task Flow Editor

The Task Flow Editor module is a tool that makes it easy for you to create a task flow set. A task flow set is the graphical representation of the message distribution within a IP Office Contact Center system.

IVR-Editor

You create IVR scripts with the IVR-Editor module.

Dialer

You use the Dialer module to work in the outbound area.

Using IP Office Contact Center User Interface

Icon

Module

Explanation

Protocol

The protocol module displays IP Office Contact Center system messages. In general, only system administrators need these messages.

E-mail configuration

Textblock admin

Address book admin

Using IP Office Contact Center User Interface

You configure e-mail settings with the E-mail configuration module.

You create templates with the Textblock admin module.

You configure address books with the Address book admin module.

Administration: additional modules • 347

Overview of additional modules You can use additional modules if you have the necessary privileges. The following sections describe these modules and their functions.

Configuration module What can you configure? The Configuration module is the central application of a IP Office Contact Center system for configuring objects. The other modules use these configured objects. You configure all objects of a IP Office Contact Center system with the Configuration module. You also configure system settings. You can change configurations and delete objects.

Task Flow Editor module What is the Task Flow Editor? The Task Flow Editor module is a tool that makes it easy for you to create a task flow set. A task flow set is the graphical representation of the message distribution within a IP Office Contact Center system. The message distribution determines how messages are handled within the IP Office Contact Center system and which processes are initiated. Messages can be telephone calls, voice messages or e-mails. The Task Flow Editor module uses icons to display the task flow. For a better overview, a task flow set is divided into groups, task flows, and macros. You can use a macro if you want to use the same process in other task flows without having to create the same sequence of processes again in each task flow. A macro can be used in as many task flows as you like. Once you have created a task flow, you can monitor it, activate it, set it as a default task flow set, print it out, and export it.

348 • Administration: additional modules

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IVR-Editor module What is the IVR-Editor? The IVR-Editor is part of the IP Office Contact Center system. IVR stands for Interactive Voice Response. Uses The IVR-Editor module is used in the IP Office Contact Center system in conjunction with voice control. IP Office Contact Center system In the IP Office Contact Center system, this module is installed together with the UI. The IVR-Editor module is an optional application. You use the Configuration module to configure the voice control environment. VoiceControl Standalone With a VoiceControl standalone system you have to install the IVR-Editor module on a client or the server. For a VoiceControl standalone system you also configure the voice unit (VU) settings with the IVR-Editor module. What can you do with the IVR-Editor module? You create IVR scripts with the IVR-Editor module. IVR script An IVR script has the following functions. •

It determines which process is requested.

•

What is done with a connection?

•

Which announcements are played to a caller?

•

Which entries can/ does the user have to make?

•

What happens with the user's entries (voice mail, entry in the database, etc.)?

Using IP Office Contact Center User Interface

Administration: additional modules • 349

Dialer module You use the Dialer module to configure the outbound area. What is the outbound functionality? The outbound dialer is the part of the IP Office Contact Center system that initiates automatic outbound calls. Outbound does not necessarily mean that an agent calls a subscriber of the public network. If a telephone survey were conducted within a company, for example, this would also be an outbound application. What does outbound mean? It is the task of the outbound part of a IP Office Contact Center system to initiate calls from the IP Office Contact Center system and assign successful connections to available agents. Call jobs are the basis for this process. In a IP Office Contact Center system, a job is initiated for a topic. Like the inbound part, the outbound part is controlled by the programmable call distribution (task flow set). Thus the status of an outbound call can be monitored as well. However, the distribution cannot be manipulated. Where is the outbound functionality used? The outbound functionality increases agent productivity. The outbound part of a IP Office Contact Center system can be used for the following actions. •

Informational campaigns

•

Advertising campaigns

•

Callback requests

350 • Administration: additional modules

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Using IP Office Contact Center User Interface

Administration: additional modules • 351

Protocol module The protocol module displays IP Office Contact Center system messages. In general, only system administrators need these messages. Prerequisite To use the module protocol, you need at least one of the following privileges. •

Realtime information

•

Configuration

•

TaskFlow editor

•

Dialer

•

IVR editor

•

Wallboard

Opening the Protocol module To display the Protocol module, follow these steps:

1.

In the task bar, under Administration click

1.

In the Go to menu select Protocol.

Protocol.

or

Protocol information The Protocol module displays the following information in a table. To interpret messages, contact your system administrator. Information

Function

Date/Time

Shows the date and time when the event occurred.

Code

Shows a message code.

Description

Shows a description of the message code.

352 • Administration: additional modules

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E-mail configuraton You configure a E-mail system with the E-mail configuration module.

Textblock admin module What is Textblock Administration? In the E-mail module, agents can use existing text blocks. The Textblock Administration module is used to create and update these text blocks. For the topics, you can create automatic replies (autoreply) and assign them to the topics. The Textblock Administration module is a Web user interface. Functions You can use the following functions with the Textblock Administration module: •

Create, change and delete text blocks

•

Create text blocks in foreign languages

•

Rename text blocks

•

Arrange text blocks by category

•

Format text blocks

•

Assign text blocks to topics

•

Create, change and delete autoreply templates

•

Assign an autoreply template to a topic

•

Use placeholders in text blocks and autoreply templates

Using IP Office Contact Center User Interface

Administration: additional modules • 353

Address book admin module What is Address book administration? An address book functionality is integrated in the E-mail module. The address books shown in the E-mail module are provided by the address book server. Which address books an agent is able to use in the E-mail module is set in the configuration of the address book server. Use the Address book administration module to edit the configuration of the address book server. The Address book administration module is a Web user interface. Functions You can use the following functions with the Address book administration module: •

Add, modify, and delete address books

•

Add, modify, and delete address book profiles

•

Edit settings of the address book server

•

View import log

Additional information For more information on the modules, see the user manual for the specific module or the Online help.

354 • Administration: additional modules

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Glossary of Terms

Term1 Type definition here.

Term2 Type definition here.

Using IP Office Contact Center User Interface

Glossary of Terms • 355

Using IP Office Contact Center User Interface

Glossary of Terms • 357

Bullets 110

C

Index

A About MainFramework 42 access code 74 ACD 237 ACD call 210 Acknowledgement of receipt 158 Action bar 107 Actions general 115 on documents (email/SMS/fax) 113 transmission job 115 ACW 68, 89, 90 Address books 141 Agent functions 105 Agent group Creating a profile 41 Deleting a profile 41 Signing on 39 Signing out 40 Agent group table 219 Agent status 107, 117 Agent status (grid) 235 Agent status list 209 Alphanumeric display 200, 201 Answer 67 application configuration 350 Archive 112, 132 Areas 107 Assistance 68 Attachment 157, 162 Attachments 123 Automatic login 38

B Background 191 background color 196 Background color 196 Bar chart 226 Break Denying 24 Ending 24 initiating 26 Starting 24

Using IP Office Contact Center User Interface

Calculations 262 Chart 240 Closure 68, 92 Coach 68 Coaching 83 color palette 196 Column width 121 Columns 108, 119, 120, 121 Commands 108 Completed 112, 131 Conference 67 Consultation 67 contact bar 58, 61 Contact bar 340 Contact bar configuration 339 Contact information lines 58, 61 Contents 30 Cost center 158 Cover sheet 159 Create Address Import File 108 CSV 148, 151, 152

D Data records 149 Deferred 112, 127 delegate 156 Delete 184 Deleted 112 Destination 145 Dial 67 Dialer table 220 Distribution list 142, 144, 150 Document list 107 Download 162 Drafts 128 Draw mode 189 DTMF 68, 91 DTSF 263 Duplicate 184

E Edition 16 Email 137 Emergency 68 Error handling 148 external 74

F Fax 68, 93, 137 File View 183, 184 Folders 185 Following pages 159 Font 111, 191, 195

Index • 359

Font size 111 Font type Arial 111 Courier New 111 Times New Roman 111 Verdana 111 format 111 Format 111 Forward 124, 155 Full screen 184 function bar 61 functions 353, 354

G Grid 191 Gripper 63 Group 225

H Hang up 67 Header 149 Help 36 Hold call 67 Home configuration 339 Home realtime information 341 Hyperlink 201

I Icon UI 28 Icons Create new e-mail 110 document status 109 Illustration 107 Image 224 Import 152 Import Address Book 108 Import file 148 Importable columns 151 Importing 148 Inbox 112, 114 Individual status (LED) 229 Individual status (parser) 231 Information 15, 16, 42 Inspector 44, 189 internal 74 IVR table 223

L Label 200 LED 229 Legend 237 Letterhead 159 Line 191 Line number 212 Logging out 26 login status 209

M Mail header 135 Mailbox folders 107, 112, 118 Making a call Calling 73 Making calls 70 Answering 70 Conference 77 Consultation calls 76 Ending a conversation 72 Holding calls 81 Redialing 75 Support from supervisor 82 Toggle 78 Transferring 80 Marquee 205 Maximum rows displayed 134 Menu Edit 29 File 29 Go to 29 Help 30 Home 30, 44 Realtime information 30, 182 Telephony 30, 50 View 29 Menu bar 28, 107 Menus 108 Minimized view 65 Multiselection 113

N Name 191 Note 115 Notification 146 number 209 Number of opened e-mails per AG 215

J

O

job code 68, 87 Job code 68, 115, 126, 157

Options 108, 145 Out of Office 203 Outbox 112 outgoing call 74 Overview 112, 129

K Knowledge 16

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Using IP Office Contact Center User Interface

P parser 231 Password 27 Pause 123 phone book 84, 86 Picking up 155 Pie chart 233 Place holder 168 placeholders 86 Pop-up menu 169, 190 Folder 185 Realtime information files 187 Prerequisites 17 UI 23 Presentation 191, 195 Preview 44 Print 161 Printing manual 17 Private 185 privileges 23 Privileges 170 Problems printing 17 Process 153 Processing area 108 Processing status 107, 113 Properties 172, 191, 195

Q Queued emails 213

R Realtime information 181 Colors 199 Column arrangement 197 Display range 199 Limit values 199 Size 195 Realtime information element Hide total 197 Properties 195 Realtime information elements 193 Realtime information files 185, 189 Realtime information sheet 191 Recipient 133 Redo 110 Refresh 186 Refresh Options 108 Rename 185 Reply 124, 154 Resubmission 160 Rows 147 RPC 68, 92

S Scroll 147

Using IP Office Contact Center User Interface

search 143 Send 115, 124, 153 Sender addresses 135 Sender ID 159 Sent 112, 129 Separate realtime information 184 Seperator 69 Show Contact Bar Only 29 Show Search Filter 108 signal tab 62 Signature 108 Silent Monitoring 68 Silent Realtime Information 83 Skill combination 216 SMS 137 Sorting 210 Spell check 164 Starting 23 Status bar 107 Status text 119 Structure 16 Style 111 subscriber 86 Suchfilter 133 Supervisor Assistance 83 Supervisor Emergency 83 system administrator 84

T tags 207 Task Flow Editor 348 Taskbar 33 Telephone key ACW 90 Answer 70 Assistance 82 Conference 77 Consultation 76, 77, 78, 80 Dial 75 DTMF 91 Emergency 82 Hang up 72 Hold call 78, 81 Job code 88 Toggle 78 Transfer 80 telephone keys 66 telephone list 85 Telephony configuration 339 Templates 150 terminal state 210 Text blocks 108, 167 Text elements 200 Ticket Id 133 Time 159 title 196 title bar 184 Title bar 28 Toggle 67

Index • 361

Tool bar Home 45 Realtime information 189 Telephony 52 Toolbar Realtime information 184 Topic 133 Topic table 221 total line 197 Tracking 171 Transfer 67 Transmission job 115, 160 Transmission job status Outbox folder 109 Transmission options 158 Transmission priority 158 Transmission settings 143 Transmission status 163 TSF 262 type of default 192 Type of default 191

U Update options 145

V Variable 203 Viewer 188 Visible Folders 108

W Window Number of columns 198 Work area 35, 121 Work state 209

362 • Index

Using IP Office Contact Center User Interface