Trio Present Staff Client for Web Browsers
Contents
1. Home Page l Home BUM The home page has three tabs e Home indicates current status for the agent and the services handled and in addition it provides the possibility to set duty status and presence status e Search is used to search other persons in the company directory e Exit terminates the current session The icon is used to hide the contents of the pane and is then replaced by the icon that shows the pane Home Services State Services State ES Queue Max level Queue time graph 5 0s g a Logged on Ready Free 1 T 0 The pane Services State shows for the current role e Queue total number of cases handled by the agent e Max the maximum queuing time for any case in any of the services handled by the agent e Service level for the services e Queue time shows the distribution between cases that have been waiting in the queue for a short an average or a long time e Logged on the minimum number of logged on agents for any of the services e Ready the minimum number of agents ready for the services e Free the minimum number of agents that are ready but not having an ongoing case for any of the services Home User Information CC User Information Ea Jan Karlsson 3099 1010 Personal Queue Duty status Role Open Paused Mormal Home User State Manager CC User State Manager Personal queue EE Pee eee Q Peer eer re reer2. Quick Reference Guide for Agent Web Client for Trio Enterprise 5 0 T R Agent Web Client is a program that can be used by agents in Trio Contact Center or users in Trio Company Directory It is also possible to belong to both these systems Depending on to which system you belong different information will be displayed CC indicates information available to agents in Trio Contact Center and CD information available to users in Trio Company Directory Agent Web Client may be called via web browsers cellular phones with internet connection or clients using Microsoft Office Communicator Due to differences in the presentation in the possible access methods the appearance of the details may differ slightly Access via web browser is described here but the text is also applicable to connections via cellular phones and Office Communicator clients Login Trio Enterprise 3 Log in to Agent Web Client ve Username vid Password Extension Version 3 0 1998 2010 Trio Enterprise AB TRIO The log in box is displayed when you call Agent Web Client The persons in charge of the IT support or the switch will let you know where you can find the program Username Password Extension e Enter username and password These are also provided by the system administrator Enter the extension number of the answering phone or the phone number incl area code if an external or cellular phone is used CC e Click Log in
3. eeet reer rrr rerer reer rerer rer reer eta Role Mortal ba The pane User Information shows Picture and name of agent Personal extension incoming call answering Personal Queue status Open Closed Duty status Logged off Pause Ready Current role Mobilstatus is indicated with these icons Mobile phone is available a Mobile phone is busy Mobile phone is switched off or no service In the pane User State Manager the agent can make the following changes e Set status for the personal queue Open Closed e Set Duty status Logged off Pause Ready Select one role from the list of the agent s possible roles Quick Reference Guide for Agent Web Client for Trio Enterprise 5 0 T R l O Home Connect Call CC Connect Call This is where you specify the extension to which the agent wants to connect the call Either you specify the extension number or the telephone number including area code Click Connect to transfer the call Note There is no indication of whether the transfer was successful or not i e blind transfer You can also transfer a call with notification using the DTMF buttons on the phone See section Receiving Calls without a computer in the Trio Agent Client User s Manual Home User Referral Manager CD User Referral Manager Type Present EA B From Mow O Specity date To Until further notice O Specity date Phone setting Close hoa Q Other numb
4. er Information Open phone automatically Set presence status On expiration The pane User Referral Manager is used when a user wants to change his presence status e Type absence reason or Present e From specifies when the absence starts either selecting Now or setting a date and time A calendar is displayed for easy setting e To specifies when the absence ends either selecting Until further notice or setting a date and time Phone setting is used to specify how the phone should be handled during the absence Close Leave open To VoiceMail To mobile or To other number e Other number must be set if the option To other number is selected e Information meant for the operator maximum 250 characters e On expiration this option may be used to automatically open the extension when the absence ends e Set presence status click the button to change the presence status lt is possible to define multiple overlapping absence reasons In the pane User Information only the current reason is shown Note To remove an active absence reason before it expires Type must be set to Present Type of absence is indicated with icons which are explained in the adjacent table Ey mer _ K a Redirected Redirected to mobile phone E iC Directory Search CD Directory Search 4 Standard search Note A horizontal line across
5. the Search tab indicates that the search function is unavailable When searching for an individual in Company Directory you may use the following conventions Example of a standard search You may search for Eric Bergstrom with extension 2233 working in the Education department in the following ways a combination or surname and first name Use or if you do not know the start or end of a search criterion 1 Enter the name extension or part of the surname followed by 2 Select search type Standard search or Case search 3 Click the magnifying glass or press Enter 4 A hit list with is presented Note For a Skill search specify the required skill or part of it For more information on various functions and details in this Quick Reference Guide refer to Trio Agent Client User s Manual
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