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Unified Contact Center Enterprise. Agent Desktop Training. IT Support Center 8-6565 or 305-284-6565 www.miami.edu/network www.miami.edu/it/howto. Table of Contents. Agent Desktop Agent Login Agent State Agent Ready State Agent Not Ready State Agent Wrap-Up States
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Unified Contact Center Enterprise Agent Desktop Training IT Support Center 8-6565 or 305-284-6565 www.miami.edu/network www.miami.edu/it/howto
Table of Contents • Agent Desktop • Agent Login • Agent State • Agent Ready State • Agent Not Ready State • Agent Wrap-Up States • Agent Dial/Answer/Release • Agent Making Calls • Agent Hold/Release • Agent Alternate/Reconnect • Agent Conference/Transfer • Agent Conferencing Calls • Agent Transferring Calls • Agent Supervisor Assist • Agent Tools • Agent Statistics • Agent Chat • Agent Call Information • Agent Status Bar • Agent Log Out/Reason Codes • Agent Log Out • Keyboard Accessibility
Agent Desktop To start Agent Desktop, double-click the short-cut on the desktop: OR Start Programs Presidio Network Solutions Agent Desktop Upon startup the Agent Desktop main screen appears.
Agent Login • Click on LOGIN. Enter the following information in the dialog box: • Connect to • Use the drop-down menu to select the connection profile that you want to use. • Agent ID • Your agent ID as assigned by your manager. • Password • Your password assigned by your manager • Instrument • The ACD phone number you receive calls on.
Agent State Agent State - Contains buttons that let the agent change their state after logging into the system. Ready Not Ready Work Not Ready Work Ready
Agent Ready State • By default, upon successful login, the agent is automatically placed in a Not Ready state. • To enter the Ready state, click the Readybutton. The agent is now ready to accept ACD calls.
Agent Not Ready State • Click the Not Ready button to stop taking ACD calls. The agent is still logged into the system. • Entering Not Ready state opens the Not Ready Reason Codes dialogue box. • Choose appropriate reason for going into Not Ready state. Press OK.
Agent Wrap-Up States • There are two wrap-up states: • Work Ready – After ending an ACD call the agent state changes to Work Ready. The wrap-up duration is 5 to 30 seconds (set by system administrator), then agent is automatically placed in a Readystate. • Work Not Ready - Changes agent state to Work Not Ready, indicating that agent will not be available to receive ACD calls after finishing wrap-up work. After completion of ACD calls a popup box for wrap-up codes appears for agent to select from. Select a wrap-up code and click .
Agent Dial/Answer/Release • Dial/Answer/Release • To place a call, click the Dialbutton and enter the phone number using the provided Dial Pad. • To answer a call, click the Answer button. If Auto-Answer is active for your call center, the agent will hear a tone before the ACD call is automatically delivered to them. • To hang up a call, click the Release button.
Agent Making Calls • To place a call you must be in the Not Ready state. • Click the Dial button and enter the phone number using the provided Dial Pad. • Then press
Agent Hold/Retrieve Call List • Hold/Retrieve • Allows the agent to put calls on hold and retrieve a held call. • To place the call on Hold, select a call from the call list and click the Holdbutton. • To return to the held call, first select the held call and then click the Retrieve button.
Agent Alternate/Reconnect • Alternate/Reconnect • These buttons are used to switch between multiple calls in the call list. • If there are multiple calls (i.e. inbound/outbound), click the Alternate button to automatically place one call on hold and pick up another call with a single click. • Use the Reconnect button to disconnect the active call(talking) and “Reconnect” to the call that is being held
Agent Conference/Transfer • Conference/Transfer • Contains buttons that let the agent initiate and complete conference and transfer calls.
Agent Conferencing Calls • To initiate a conference call, while having a party on the line, click the conference button. • Enter the phone number of the 3rd party in the Number to Dial field or select a destination from the pull-down menu (last 6 numbers dialed). • Click the Conferencebutton. After talking to the 3rd party, click the Conference button to join all parties.
Agent Transferring Calls • To transfer a call, click the Transfer button, dial the desired transfer number, and click the Trans Init or Single Step button. • The Warm Xferbutton puts the caller on Hold and allows the agent to speak to the transferred party before passing the call • Use the Blind Xferbutton for cold transfers (immediately transfers the caller)
Agent Supervisor Assist • Supervisor Assist** - Contains buttons that let the agent request assistance from a supervisor • Emergency Supervisor Assist – Immediately conferences available Supervisor into the conversation • Supervisor Assist – Places a call to the available Supervisor ** May not be active in all call centers
Agent Tools • Tools - Contains buttons that invoke statistical displays and initiate a chat session** ** May not be active in all call centers
Agent Statistics • Statistics Display – Provides agent with their own statistics for the current period they are logged in. • Real-Time statistics for themselves • Skill Group information Note – Agent statistics are snapshots of current log in period and may not exactly match information provided in reports
Agent Chat • Chat Session** – Allows agent to communicate with other agents and supervisors. ** May not be active in all call centers
Agent Call Information • Call Information - Displays the current call-related details • Call ID The Call ID value assigned to this call by Unified CCE or the Unified ICME software • CallStatus The status of the call, such as Ringing, Active, or Held • CallType The general classification of the call type • DNIS The Dialed Number Identification Service number provided with the call • NumberDialedThe calling line ID of the caller, usually the caller's phone number • Option Option selected from Automated Attendant by the caller • DialedNumber The number that the caller dialed • WrapUp Call-related wrap-up data populated by the agent after the call • Skill Group Call-related Skill Group data populated by the system after the call
Agent Status Bar • Status Bar - Displays information about the status of the softphone • Extension and Instrument are assigned to Agents • The Agent ID may be different than Agent Login • Agent Status – Ready, Not Ready, Talking • Connected To indicates the server the software is connected to • Online shows the connectivity status to the server
Agent Log Out / Reason Codes • To Logout, the agent state MUST be in a Not Ready state • Click Logout button to “Logout” • Select a Reason Code for logging out of the system • Click
Agent Log Out • On a successful logout, the following occurs: • You are logged out of Agent Desktop and the ACD switch. • All entries in the status bar at the bottom of the Agent Desktop screen become blank. • All Agent State and Call Control buttons are disabled except Login.
Keyboard Accessibility • The following Buttons have corresponding Hotkey shortcuts