Home

Interaction Client .NET Edition Agent User Guide

1. 55 Introduction to Interaction Client NET Edition Interaction Client NET Edition Call Center Agent User Guide 5 Working with Account Codes 56 Assign an account code to an incoming interaction 57 Assign an account code to an Interaction Object 57 Assign an account code to an outgoing interaction using the Account Code field 58 Assign an account code to an outgoing interaction using the Properties window 58 Assign an account code to an outgoing interaction from the handset 59 Numerically sort account codes 59 Understanding wrap up codes 60 Understanding Generic Object Routing 62 Monitoring Other Users 63 Set up monitored appearances 64 Customize monitored appearance alerts 64 Rename a monitored appearance alert 65 Remove a monitored appearance alert from your client window 66 Permanently delete a monitored appearance alert 66 Implementing Personal Rules 67 Create a personal rule
2. 120 Introduction to Interaction Client NET Edition 8 Interaction Client NET Edition Call Center Agent User Guide Introduction to Interaction Client NET Edition Welcome to the Interaction Client NET Edition User Guide This guide was designed to meet the needs of business users and others who work with Interaction Client NET Edition Interaction Client NET Edition is a powerful interaction and communications manager for desktop or laptop PCs and offers more functionality than your office telephone Use it to manage all your electronic communication including phone calls conference interactions and voicemail In this guide you ll find at a glance quick reference tasks for all interactions as well as conceptual information for these Interaction Client NET Edition features Each feature is described in detail and provides commands and shortcuts available to you as you navigate through the system Terminology Interaction Client NET Edition Call Center Agent User Guide 9 Terminology The following definitions describe terminology you may encounter throughout this guide ACD Automatic Call Distributor An ACD system routes calls based on agent availability and skills trunk line used caller input volume of calls time of day agent groups or other variables Agent An Interaction Client NET Edition NET Edition user set up as a member of an ACD workgroup Blind transfer
3. appears The Client Pages window opens 2 From the Categories list select Interaction Tracker Directories Figure 36 3 In the Pages area place a checkmark in the box next to the Interaction Tracker directory you wish to add 4 Click OK The system displays the selected Interaction Tracker directories in your client window Edit an Interaction Tracker Filtered Directory You can edit an existing Interaction Tracker Directory to update the filtered information and contacts included in the directory To edit an existing Interaction Tracker Directory 1 Open the Options menu and choose Pages Or right click anywhere in the Interaction Client NET Edition pages area and choose Pages from the menu that appears The Client Pages window opens 2 From the Categories list select Interaction Tracker Directories 3 In the Pages area click the Interaction Tracker directory you want to update and then click the Edit button The Interaction Tracker Directory Settings window opens Figure 37 4 Edit the desired information for which to filter and display directory contacts then to save your changes click OK Working with Interaction Tracker Filtered Directories 116 Interaction Client NET Edition Call Center Agent User Guide Note When you edit an activate Interaction Tracker directory currently displayed in your Interaction Client NET Edition window after you complete and save the updates the system deact
4. 67 Understanding attribute names and values 68 Specify an attribute name or value 69 Play audio files to caller 69 Copy a personal rule 69 Edit a personal rule 69 Rearrange personal rule processing order 70 Turn a personal rule on or off 70 Delete a personal rule 70 Setting Up Desktop Alerts 71 Setting Page Options 72 Add a page to the Interaction Client NET Edition window 72 Manually set page options 73 Changing the Page Layout 74 Move a page to a new location 75 Turn off the ability to dock or rearrange pages 76 Return to a default page layout 76 Introduction to Interaction Client NET Edition 6 Interaction Client NET Edition Call Center Agent User Guide Working with Speed Dial Pages 78 Understanding speed dial hyperlinks 79 Add an existing speed dial page 79 Create a new speed dial page 80
5. Feature Pack installation For more information on plugins see Enabling a Plugin on page 105 Note Interaction Tracker Directories are available only to users who have been granted a Tracker Access license See your IC administrator if you have questions about the license or your access to the Tracker plugin 1 To access the plugin options open the Options menu click Configuration and click the Plugins node 2 Select the Tracker checkbox 3 Click Apply to save your selection The Interaction Tracker Directories node is added to the Client Pages window Working with Interaction Tracker Filtered Directories Interaction Client NET Edition Call Center Agent User Guide 113 Create a new Interaction Tracker Filtered Directory You can create and add a new Interaction Tracker Filtered Directory from the Client Pages window Figure 36 Figure 36 Interaction Tracker Directories option in the Client Pages window To create the Interaction Tracker Filtered Directory 1 Open the Options menu and choose Pages Or right click anywhere in the Interaction Client NET Edition pages area and choose Pages from the menu that appears The Client Pages window opens 2 From the Categories list select Interaction Tracker Directories and then click the New button The Interaction Tracker Directory Settings window opens Figure 37 Note None of the filter criteria fields in the Interaction Tracker Directory Settings
6. Resetting the page layout restores your Interaction Client NET Edition to its default set of pages and the default layout for those pages Changing the Page Layout Interaction Client NET Edition Call Center Agent User Guide 77 To return to a default page layout 1 Open the Options menu choose Configuration and in the Configuration window click Pages 2 In the Client Page Layout area next to the page layout drop down menu click the Reset button 3 A Configuration window appears asking you to confirm that you wish to return the layout to its default settings To continue click Yes To cancel click No 4 Click OK Your Interaction Client NET Edition pages are automatically restored to their original configuration Working with Speed Dial Pages 78 Interaction Client NET Edition Call Center Agent User Guide Working with Speed Dial Pages Speed dial pages provide a quick way for users to dial frequently called contacts The entries within a speed dial page show the directory contact associated with it along with an icon that shows the number the system will dial if you double click the entry When you right click a speed dial entry a menu appears offering you options such as dialing emailing camping viewing properties and changing status similar to the menu shown if you right click a directory contact on a directory page When a user creates a speed dial page he or she determines whether or not
7. a chat session 2 Initiate a second chat session with a different Interaction Client NET Edition user 3 In your My Interactions queue click and drag one of the connected chat sessions onto the other chat session In your My Interactions queue the two chats are placed under a single Chat Conference call object that is identified by Conference in the Name column 4 Repeat steps 2 and 3 for any additional participants you want to add to the chat conference Note The name of each chat participant appears in the Chat Members list in the Chat window 5 When the session is complete click the Disconnect button in the Chat window or on the Interactions page of Interaction Client NET Edition to end the chat conference Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 97 Print a chat session You can print the text of a chat session from the Chat window from the Chat Window File menu Figure 31 Figure 31 Chat window File menu To print the text of a chat session Select Page Setup to adjust page size orientation and margins before printing the chat session Select Print Preview to preview a chat session printout Select Print to print the text of a chat session Disconnect a chat session There are several ways to disconnect or end a Chat Session To disconnect a chat session do one of the following Close the Chat window by clicking the Windows
8. a voicemail marked urgent click the Only Urgent Voicemails radio button I Receive a New Fax Choose this option to receive an alert for new fax messages Alerting time Select the times when you want to receive alerts in the Alerting Time section Any Time of Day Choose this radio button to receive an alert any time of day that you receive a message Only Between Choose this radio button to receive an alert only during specific hours you choose Click the arrows at the end of the Start box and choose the earliest time you want to be contacted Click the arrows at the end of the End box and choose the latest time you want to be contacted Working with Email 52 Interaction Client NET Edition Call Center Agent User Guide Working with Email You can access email Figure 14 from your My Interactions queue or any other queue you are monitoring in the Interaction Client NET Edition window While email access is a standard feature in Interaction Client NET Edition you must be licensed to use it and you must be assigned to a workgroup set up to manage emails See your administrator if you have any questions regarding the email feature and whether or not you have access to use it You can also respond to and transfer an email message You can send a response with or without attachments URLs and files to your response Note If your original email contains an attachment it will automatically remain attac
9. also pick up an email assigned to someone else if you determine that a particular circumstance requires you to do so 2 To pick up or reopen the email double click it or highlight the interaction and click the Pickup button or press Ctrl P Working with Email 54 Interaction Client NET Edition Call Center Agent User Guide Reply to an email 1 On the email form in the To Cc and Bcc boxes type the names of the email recipients Note Unlike other email forms you do not need to separate email addresses with other characters Simply type the names of the email recipients and the form will automatically place semi colons between the email addresses If you try to separate recipient names with a semi colon or other non alphanumeric character a window will open requiring you to search for an address 2 Type a message in the response area 3 To optionally attach a file to the email open the File menu and choose Insert attachment or press Ctrl I Or you may drag a file to the email form to attach it 4 To optionally add notes to the email click the Notes tab on the right side of the window and type your information 5 Optionally save the email To save the sender s original attachments to the directory you choose open the File menu and click Save original attachments or press Ctrl O To save attachments you send with the email to directory you choose open the File menu and click Save response atta
10. and Exiting Interaction Client NET Edition 20 Startup Configuration Editor 20 Login to Interaction Client NET Edition 23 Use profiles to login 23 Save a login profile 23 Use a profile to login 23 Log out of Interaction Client NET Edition 24 Exit Interaction Client NET Edition 24 Automatically reconnect to Interaction Client NET Edition 24 Recording Your Important Prompts 25 Understanding personal prompt options 26 Set personal prompts options 27 Working with Status Options and Features 28 Set your status 28 View another person s status 28 Set another user s status 28 Managing Phone Calls 29 Make a call 30 Answer a call 30 Place a call on hold 30 Disconnect a call
11. and Exiting Interaction Client NET Edition Interaction Client NET Edition Call Center Agent User Guide 23 Confirm multiple instances Select this checkbox to display a yes no dialog box that asks if you want to run another instance of the client when another instance is running De select this option if you do not want the yes no dialog box displayed Other Tab See your IC administrator for information and settings on this tab Login to Interaction Client NET Edition If you chose to use the default profile settings created in Default i3client double click the Interaction Client NET Edition icon on your desktop or open the Start menu choose Programs then click Interaction Client NET Edition The client opens automatically Use profiles to login Interaction Client NET Edition automatically creates a default profile the first time you login This creates defaults for future logins You can create alternate profiles for different users who share the same workstation or remote users who use different workstations to login Save a login profile 1 Complete the fields on the Connection tab of the Startup Configuration Editor 2 After completing the fields click Save As 3 In the Save As dialog box type a profile name in the File name box Use the format filename i3client for the filename You can save the profile to your desktop and double clicking on it automatically logs you in This method bypasses
12. appears shaded or grayed out you may not be able to use it on that interaction or the button may not be available to you Toolbar buttons have shortcut keys assigned to them Pressing shortcut keys performs the same task as pressing the button or field The underlined character of the text appearing on the button or field designates the shortcut key On the Call Control button bar simultaneously pressing the Ctrl key and the underlined character will activate the shortcut Remember to highlight the interaction you want to take action on before you click a button on the toolbar The Call Control toolbar contains the following buttons Icon Function Shortcut keys Pickup Ctrl P Disconnect Ctrl D Hold Ctrl H Transfer Ctrl T Voicemail Ctrl M Join Ctrl J Listen Ctrl L Coach Ctrl O Record Ctrl R Mute Ctrl U Pause Ctrl E Private Ctrl I Assistance Ctrl N Properties Ctrl Shift P Using the Call Control Toolbar Interaction Client NET Edition Call Center Agent User Guide 15 Customize the Call Control toolbar 1 Click the page whose Call Control toolbar you want to configure then right click anywhere in the Call Control toolbar area and choose Customize The Customize Toolbar window opens 2 To add a button to the toolbar in the Available toolbar buttons list highlight the desired button and click Add gt Your selection appears at the bottom of the Current toolbar button
13. changes to Parked You can view the call in the Orbit Queue page 5 To suppress on hold music for the other party click the Mute button before or after placing the call in orbit Note Your IC administrator can configure a maximum hold time for calls By default calls on hold or parked for longer than fifteen minutes are disconnected Pick up a call from an orbit 1 Click the Orbit Queue page 2 Right click a call in the orbit queue and choose Pickup from the menu that appears or highlight the call then click the Pickup button You are now connected to the call Note You can also use a Polycom phone configured as SIP station to pick up a call from an orbit See the Polycom SountPoint IP 300 301 SIP 1 5 3 Soft Key Features or the Polycom SountPoint IP 500 501 and 600 SIP 1 5 3 Soft Key Features reference guides Conference Calling Interaction Client NET Edition Call Center Agent User Guide 39 Conference Calling In Interaction Client NET Edition you can participate in and facilitate conference interactions Figure 10 Interaction Client NET Edition no longer uses a conference button or a separate dialog to handle conferences Conferences show up in the queue lists in a tree fashion The initial call is the root item next to it is a plus or minus icon or that can be clicked to expand or collapse the conference display Figure 10 Conference session Create a conference session To c
14. drop the tab in its new position on the tab line on top of the tab currently occupying the target position To add or remove columns from a page Right click on the column headings for the page A drop down list of available column names appears Do one of the following To add a column to the Call History page click the name of a column To remove a column click the name of a column with a checkmark To remove a page Right click on the tab for the page you want to move Select Remove Page from the drop down menu that appears To change the size of a folder region To change the width point to the left or right area between the folder regions When the pointer changes into a resize icon drag the border to the right or left To change the height Point to an area between the center regions When the pointer changes into a resize icon drag the border up or down Changing the Page Layout 74 Interaction Client NET Edition Call Center Agent User Guide Changing the Page Layout Using a flexible docking architecture you can rearrange pages within the Interaction Client NET window placing them in more convenient locations to suit your needs This capability is helpful if you manage many interactions and users for example in different states or multiple inter office divisions because more pages can be visible at a time than in previous versions of Interaction Client NET Edition To move a page click th
15. is on My Interactions If a call is not selected the focus goes to the Number field allowing you to quickly make a call Press F2 to give focus to My Interactions and press F3 to give focus to the Company Directory These shortcuts are assigned When a tab in a docked area has focus as indicated by the focus indicator arrow you can move between tabs within that zone with your left and right arrow keys If you want to move to a different docked area use Alt left right up or down arrow key A list of recently called names and numbers is available from the Number drop down list Eliminate unwanted numbers from this list by selecting an entry and pressing Delete Use the keyboard to perform a call transfer from start to finish For example let s assume you want to pick up an incoming call place it on hold and transfer it to a Company Directory recipient A call pops Interaction Client NET and the focus is on My Interactions 1 Use the arrow keys to highlight the call press Ctrl P to pick it up and press Ctrl H to place it on hold 2 Press F3 to move the focus to the Company Directory type the name of the transfer recipient use the arrow keys to select the recipient and then press Enter to transfer the call The focus returns to My Interactions You may now select another call in your queue A list of names and numbers you have recently called is available from the Number drop down list
16. number 4 Click the Park button The call disappears from My Interactions and is placed on hold in the recipient s My Interactions so the recipient can select it later Understanding orbit queues Interaction Client NET Edition Call Center Agent User Guide 37 Understanding orbit queues An Orbit Queue is a list of all calls parked to specific locations This feature is especially helpful for Public Announcement system operators who can park a call in Orbit then page the recipient and relay that he or she has a call on a specific Orbit i e John Doe you have a call on Orbit 12 thus allowing John Doe to move to any station and pick up the call This feature is also helpful for operators and receptionists who can monitor parked calls and pull them back from a parked queue if no one answers the call An Orbit page for parked calls gives the operator a central view to see all parked calls When you park a currently active call in a specific orbit it removes the call from your station This enables you to pick up the call from another station and resume the call without having to transfer it to a specific extension Depending on the hold behavior your IC administrator configures callers in orbit hear a combination of music and messages To a caller there is no difference between being on hold or in orbit Display the orbit queue You can view a list of all parked calls by displaying the orbit queue in Interactio
17. person s name in the Company directory Interaction Client NET Edition lists the person s availability on the menu that appears Set another user s status If your IC administrator has granted you the right you may also set another user s status in the Company Directory or other directory page 1 Right click the user s name in the Company Directory or other directory page 2 Select Change User s Status from the menu that appears The Set Status window appears 3 Select a status from the drop down list and enter other status information that is applicable 4 Click OK Managing Phone Calls Interaction Client NET Edition Call Center Agent User Guide 29 Managing Phone Calls Interaction Client NET Edition helps you manage calls in a variety of ways including making calls picking up disconnecting and forwarding calls and placing calls on hold The following tasks assume you are managing calls from your My Interactions queue Figure 5 but you can manage calls from any queue you are monitoring Remember to highlight the interaction you want to take action upon when you begin a task Note Tabs on the Interactions page contain a special focus indicator An area that contains this focus indicator will be the area to receive keyboard input Figure 5 My Interactions queue Managing Phone Calls 30 Interaction Client NET Edition Call Center Agent User Guide Make a call 1 Open Interaction Cl
18. s contact information If you have been granted permission from your system administrator you can edit a speed dial entry s default number the number you want the system to dial first To edit any other information about the speed dial entry you must make those changes in the contact s primary source directory For example let s assume you created a speed dial page and added a contact from your IC Private Contacts directory If you need to update the contact s business phone number you must make the change on the IC Private Contacts page and not from the actual speed dial entry Working with Speed Dial Pages 82 Interaction Client NET Edition Call Center Agent User Guide Edit the speed dial contact s number you want the system to dial first If you want to edit a speed dial entry you must be the owner of the speed dial directory or you must have permission from the owner to edit entries 1 Right click the speed dial entry and choose Set Default Number 2 From the menu that appears choose the new default telephone number for example Mobile Extension Business or Home If a menu item is disabled such as Business 2 then no Business 2 phone number is defined for the directory contact Call a speed dial contact To call a contact in your speed dial page simply click the speed dial entry s hyperlink and the system will dial the default telephone number assigned to the contact Use drag and drop to
19. the page is private or public Private speed dial pages are visible only to the user that creates the page and public speed dial pages are visible to other Interaction Client NET Edition users Speed dial entries appear inside the speed dial page Figure 23 shows an example of a typical speed dial page Figure 23 Speed dial entry Working with Speed Dial Pages Interaction Client NET Edition Call Center Agent User Guide 79 Understanding speed dial hyperlinks Speed dial contacts within a speed dial page appear as hyperlinks When a speed dial hyperlink is enabled the contact name is blue in color and is underlined just as a typical hyperlink would appear When a user clicks an enabled hyperlink Interaction Client NET Edition dials the default telephone number associated with that contact Add an existing speed dial page 1 Right click a tab in the section of the Interaction Client NET Edition window where you want the speed dial page to appear and choose Pages from the menu that appears The Client Pages window opens 2 In the Categories area click Speed Dials A list of available pages will appear in the Pages section on the right side of the window 3 In the Pages area place a checkmark next to each speed dial page you want to add to the client window 4 Click OK In the Interaction Client NET window a tab appears for each speed dial page you decided to display Working with Speed Dial P
20. transfer calls to a speed dial entry Users can drag and drop calls onto a speed dial entry making the transfer of calls much quicker and more efficient Delete a speed dial entry If you want to delete a speed dial entry you must be the owner of the speed dial directory or you must have permission from the owner to delete entries To remove a speed dial entry from your speed dial page right click the entry and choose Delete Entry from the menu that appears Refresh a speed dial entry To refresh the contents of a speed dial page right click a speed dial entry or in the blank area of the speed dial page and choose Refresh Directory from the menu that appears Working with Speed Dial Pages Interaction Client NET Edition Call Center Agent User Guide 83 Rename a speed dial page 1 Right click a tab in the section of the Interaction Client NET Edition window where the speed dial page is located and choose Pages from the menu that appears The Client Pages window opens 2 In the Categories area click Speed Dials A list of available pages will appear in the Pages section on the right side of the window 3 In the Pages area click the speed dial page you want to rename If you have permission to rename the speed dial page the Edit button will appear active and not grayed out or disabled 4 Click Edit The Speed Dial window opens 5 In the Name field enter the new name for the selected speed dial dire
21. voicemail for you IC sends an email message to you with the voicemail wav file attached to it This message appears in your email client e g Microsoft Outlook Microsoft Outlook Express Lotus Notes etc with an attached wav file When you play this attached file by double clicking it or downloading it then opening it the voicemail message plays in the Interaction Voicemail Player If you are using the Interaction Message Store just double click on the voicemail wav and the Interaction Voicemail Player plays the message The Interaction Voicemail player not only plays voicemail messages but also allows you control the playback of the message and your indicator light The Interaction Voicemail Player also allows you to play voicemail messages back to devices such as PC speakers a station phone on your desk or to a remote telephone number Working with Voicemail 44 Interaction Client NET Edition Call Center Agent User Guide Understanding the Interaction Voicemail Player and wav files Each voicemail wav file delivered to you has information embedded in it signifying it is a voicemail message When you open a voicemail file the Interaction Voicemail Player reads this information determines it is a voicemail message and plays the file When you open any other wav files on your computer the file will not have the voicemail designation and so opens in your default wav player e g Microsoft Media Player Interactio
22. want to take action on before you click a button on the Directory toolbar Using the Directory toolbar 18 Interaction Client NET Edition Call Center Agent User Guide The Interaction Client NET Directory toolbar contains the following default buttons Toolbar button Shortcut keys Enter Shift Enter Email Ctrl E Ctrl A Ctrl Shift P Telephone Ctrl B Ctrl Shift C Ctrl I Customize the Directory Toolbar The Directory toolbar can be a powerful tool to direct and manage interactions You can customize the toolbar to better suit your needs Note When you customize a toolbar pay particular attention when you hover your mouse over a specific button Some buttons may have the same label name but with different icons For example the Customize Toolbar page shows three separate Mobile buttons but one button represents Transfer one represents Consult and another represents Dial Also some buttons have the same icon but different labels Figure 3 Customize Toolbar window Using the Directory toolbar Interaction Client NET Edition Call Center Agent User Guide 19 Customize the Directory Toolbar 1 Click the directory page whose Directory toolbar you want to configure then right click anywhere in the Directory toolbar area and choose Customize The Customize Toolbar window opens 2 To add a button to the toolbar in the Available toolbar buttons list highlight the desired button and cli
23. you must indicate the disposition of the session Click either of the following buttons depending on the result of your Callback session Call Succeeded indicates the call was completed Interaction Client NET Edition disconnects the Callback object Call Failed indicates the Callback session was not completed due to for example a busy signal no answer party not available and so on and re activates the Make call button so you can make another Callback attempt Determine if Someone is Listening to or Recording Your Interactions 102 Interaction Client NET Edition Call Center Agent User Guide Determine if Someone is Listening to or Recording Your Interactions Two columns can appear in your My Interactions list Lstns and Recs If someone is listening to or recording your interaction an icon is shown in the appropriate column This feature is available on all interactions calls and chats If someone is listening to your call the Listen icon is displayed If someone is recording your call the Record icon is displayed For example a supervisor may decide to listen to or record an interaction in your ACD workgroup In addition multiple supervisors can listen or record an interaction If more than one user listens to or records your interaction the number of listeners or recorders appears next to the appropriate icon Note Any user can record any interaction on any queue that the user has pe
24. you receive faxes as TIF files and use the default application set up in Windows for TIF files to view and print faxes Note The Interaction Administrator must configure your User rights to enable you to use TIF files for faxes Contact your IC administrator if you do not have the Unified Messaging installed and your faxes are not being attached to email as TIF files Voicemail is similarly managed in one of two ways in Interaction Client NET Edition Working with Voicemail Interaction Client NET Edition Call Center Agent User Guide 43 If the Interaction Voicemail player is installed on your workstation you can open an email with a voice mail attachment double click the attachment and the Interaction Voicemail player will open ready to play the voicemail If the Interaction Voicemail player is not installed on your workstation when you open the email and double click on the voicemail attachment your Windows designated audio player for example Microsoft Media Player opens and begins playing your message Overview of Interaction Voicemail Player When a caller leaves a voicemail it is stored as a wav file on the IC server You can access this voicemail message in three ways From the Voicemail List in Interaction Client Net Edition From the telephone user interface TUI By playing the wav file with the Interaction Voicemail Player Using the Interaction Voicemail Player When someone leaves a
25. your monitored appearance alert options If you chose a user from the Configuration window and this user did not already exist in the Monitored Appearances area of your Interaction Client NET Edition window to place the user in your active list of monitored users place a checkmark in the Active box If you want your phone to ring when a monitored user receives a phone call at his or her extension click the Ring telephone for calls box Monitoring Other Users Interaction Client NET Edition Call Center Agent User Guide 65 If you want to receive an audible alert through your computer s speakers when the monitored user receives a telephone call at his or her extension click the Ring computer box If you also check the Ring when on phone box incoming calls for the monitored user ring on the computer when he or she is already on the phone If you want Interaction Client NET Edition to appear on top of any other application you are running when the monitored user receives an incoming interaction check the Pop Client box To change the ring tone alert for the monitored user in the Call Ring Sound area click the button to browse for different ring tones 3 Click OK to save your changes and return to the Interaction Client NET Edition window Rename a monitored appearance alert 1 Open the Options menu choose Configuration click Monitored Appearances and in the Monitored Appearances area
26. your mouse All entries on the page will be resized to match the width of the entry you changed Note Interaction Client NET Edition stores these customizations locally on your version of the client Resizing the width of speed dial entries on your Interaction Client NET Edition does not affect the speed dial entry sizing of other users who may have the same speed dial page on their client Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 85 Working with Chat Sessions In Interaction Client NET Edition chat sessions are online real time typed conversations between Interaction Client users or between an Interaction Client user and a remote chat participant browsing your website If Interaction Center is configured to receive chat sessions you may be alerted to a chat session just as you are alerted to other incoming interactions There are two types of chat sessions An IC user to IC user chat is an Intercom chat These internal chats can take place only between IC users on the same IC server Intercom chats are not limited to two participants and can include several IC users Use them to get a quick answer to a question or to pull a team together to work collaboratively on a problem An IC user to remote participant chat is a Web chat The remote user initiates the chat by clicking a link on the company s web site This chat request can be handled much like an incoming cal
27. 30 Forward your calls to a remote number 30 Selectively redirect your calls 31 Set up follow me routing numbers 32 Start follow me routing 33 Introduction to Interaction Client NET Edition 4 Interaction Client NET Edition Call Center Agent User Guide Transferring Calls 34 Transfer a call to another person 34 Transfer a call without consulting the recipient 34 Transfer a call after consulting the recipient 35 Transfer a call to someone else s voicemail 35 Parking Calls 36 Park on someone else s extension 36 Understanding orbit queues 37 Display the orbit queue 37 Park a call in orbit 38 Pick up a call from an orbit 38 Conference Calling 39 Create a conference session 39 Add someone to a conference session 39 Participate in a conference call using Join 39 Disconnect someone from a conference call 39 Working with Voicem
28. Add contacts to a speed dial page 81 Updating a speed dial entry s contact information 81 Edit the speed dial contact s number you want the system to dial first 82 Call a speed dial contact 82 Use drag and drop to transfer calls to a speed dial entry 82 Delete a speed dial entry 82 Refresh a speed dial entry 82 Rename a speed dial page 83 Resize the width of speed dial entries 83 Working with Chat Sessions 85 Manage a chat session 87 Configure the Chat window 89 Configure chat alerts 90 Initiate a Chat session 90 Pickup a chat request 91 Edit a chat Session 91 Place a chat session on Hold 92 Transfer a chat session 92 Send a chat session request to voicemail 93 Record a chat session 93 Pausing a chat sessio
29. An Interaction Client NET Edition NET Edition feature you can use to transfer a call without consulting the recipient Call object Call objects represent interactions and appear in the My Interactions queue on the My Interactions tab You can perform actions on the call object such as transferring it or sending it to voicemail Camp This Interaction Client feature allows users to ask to be notified when another Interaction Client user s status becomes available For example if you see that an Interaction Client user s status is set to On the Phone you can choose to camp on that user s extension When that user s status becomes Available a dialog box appears asking you if you would like to call that user Chat interaction A chat interaction is the text based interaction between a person browsing your web site and an Interaction Client NET Edition user Chat interactions can be queued transferred and placed on hold just like telephone calls Intercom chat a basic variation of a chat interaction lets agents chat among themselves online inside a company Terminology 10 Interaction Client NET Edition Call Center Agent User Guide Conference session A conference session exists when you connect three or more people into one interaction Any Interaction Client NET Edition user can add participants to a conference session You may have up to thirty two participants including yourself in a conference call Consu
30. Client NET Edition to forward the call to you at another location This prompt enables users to control the message Interaction Client NET Edition plays to callers when it forwards calls to a remote location If you don t record this prompt callers do not hear an announcement about your forwarding status and are unaware that they are being forwarded Set personal prompts options 1 Open the Options menu and click Configuration 2 Expand the Calls node and click Personal Prompts 3 On the right side of the window click the button of the prompt you want to record 4 Follow the instructions that appear on your screen 5 To review a recorded prompt click the Preview button 6 To return a prompt to a generic recording click the Reset button 7 Click OK to close the Configuration window Working with Status Options and Features 28 Interaction Client NET Edition Call Center Agent User Guide Working with Status Options and Features Set your status 1 In the Interaction Client NET Edition window click the arrow at the end of the My Status box Or in the notification area of your taskbar located at the bottom right side of your main window right click your Interaction Client status icon Or in the Company Directory right click your name and choose Change User s Status 2 Choose a status from the menu and if applicable click the OK button View another person s status Right click a
31. Ctrl Shift P Properties Ctrl R Record Ctrl Shift R Remove Ctrl T Transfer Ctrl M Voicemail Understanding Advanced User Keyboard Shortcuts 110 Interaction Client NET Edition Call Center Agent User Guide Directory shortcuts Shortcut Function Ctrl A Camp Ctrl C Copy Ctrl N Dial Assistant Ctrl B Dial Business Phone 1 Ctrl U Dial Business Phone 2 Enter Dial Default Number Ctrl F Dial Fax Number Ctrl H Dial Home Phone 1 Ctrl O Dial Home Phone 2 Ctrl I Dial Mobile Phone Ctrl G Dial Pager Ctrl Shift X Dial Extension Ctrl E Send Email Business Ctrl L Send Email Home Ctrl Shift P Properties Ctrl S Change User s Status Ctrl Shift C Initiate New Chat Menu shortcuts Shortcut Function Alt F O Logout Alt F S Change Station Alt F U Check for Updates Alt F C Close hide Alt F X Exit Alt V D Dial Pad Alt V A Active Camps Alt O R Rules Alt O C Configuration Alt O A Audio tuning wizard Alt O V Change station volume Understanding Advanced User Keyboard Shortcuts Interaction Client NET Edition Call Center Agent User Guide 111 Additional keyboard tips With the Interaction Client NET Edition you can use the Tab keys arrow keys and others to navigate the system Press Win C to pop Interaction Client NET Edition regardless of the application currently running in the foreground If an interaction is in your queue the focus
32. DC 001 2 4 BKNA Interaction Client NET Edition Agent User Guide Interaction Center Version 2 4 August 3 2006 2 Interaction Client NET Edition Agent User Guide Copyright and Trademark Information 1994 2006 Interactive Intelligence Inc All rights reserved Interactive Intelligence Interaction Center Platform Communit Enterprise Interaction Center Interactive Intelligence Customer Interaction Center e FAQ e FAQ Knowledge Manager Interaction Dialer Interaction Director Interaction Marquee Interaction Recorder Interaction SIP Proxy Interaction Supervisor Interaction Tracker Mobilit Virtual Office powered by the Enterprise Interaction Center Vocalit Interaction Administrator Interaction Attendant Interaction Client NET Edition Interaction Designer Interaction Fax Viewer Interaction FAQ Interaction Melder Interaction Scripter Interaction Server Wireless Interaction Client NET Edition InteractiveLease and the Spirograph logo design are all trademarks or registered trademarks of Interactive Intelligence Inc Other brand and or product names referenced in this document are the trademarks or registered trademarks of their respective companies NOTICE This product contains Information and or data of Telcordia Technologies Inc Telcordia licensed to be included herein Recipient acknowledges and agrees that 1 TELCORDIA AND IT
33. Interaction Client NET Edition Online Help To use Interaction Client Outlook Edition to dial Microsoft Outlook contacts see Outlook Dialing Plugin in the Interaction Client NET Edition Online Help For more information about plugins see your IC administrator Launching Site Specific Applications for Incoming ACD Interactions 108 Interaction Client NET Edition Call Center Agent User Guide Launching Site Specific Applications for Incoming ACD Interactions Enhanced screen pop capability directs Interaction Client NET Edition to automatically launch or pop specific applications when agents and other users receive interactions within their ACD queue For example let s assume you want Internet Explorer to automatically launch your company s web page on your workstation when you receive an interaction in your ACD queue If your administrator has configured the proper settings including assigning the website popup to various states of the interaction such as alerting in Interaction Administrator then your company website will open when the defined interaction enters your queue This feature can be used to allow customers the ability to launch various support features such as CRM tickets your company s knowledgebase order forms quotation requests and more when an ACD call arrives You cannot perform typical actions such as picking up placing on hold transferring and so on for these kinds of in
34. Number Choose this radio button to receive alerts at another telephone number Enter the telephone number in the text field next to the selection You can type both commas and slashes with the number you type Comma causes a two second delay and numbers typed after the slash are dialed only after a connection is made For example if you typed the number 555 1212 101 2222 the first seven digits are dialed After a connection is made the digits 101 are dialed and after two seconds the digits 2222 are dialed Using Voicemail and Fax Paging Interaction Client NET Edition Call Center Agent User Guide 51 Note Use of the comma to create a two second delay is not supported in all platforms This issue will be resolved in a future release Pager Number Choose this radio button to receive alerts on a pager Enter the pager number in the text field next to the selection You must also enter your pager ID in the Pager ID field See your IC administrator for your pager ID number If you use this method you receive text messages that include the remote telephone number and the date and time of the call Alerting reason Select your reasons for an alert in the Alerting Reason section I Receive a Voicemail Choose this option to receive an alert for new voicemail messages If you want an alert every time you receive a voicemail click the Any Voicemail radio button If you want an alert only when you receive
35. S AFFILIATES MAKE NO REPRESENTATIONS EXTEND NO WARRANTIES OF ANY KIND EXPRESSED OR IMPLIED AND ASSUME NO RESPONSIBILITY OR LIABILITY WHATSOEVER WITH RESPECT TO THE USE SUFFICIENCY OR ACCURACY OF THE PRODUCT 2 RECIPIENT SHALL MAKE NO CLAIM AGAINST TELCORDIA OR ANY OF ITS AFFILIATES WITH RESPECT TO THE PRODUCT AND WAIVES ALL CLAIMS AGAINST TELCORDIA OR ANY OF ITS AFFILIATES WITH RESPECT TO THE PRODUCT 3 IN NO EVENT SHALL TELCORDIA OR ANY OF ITS AFFILIATES BE LIABLE FOR ANY DAMAGES INCLUDING ANY LOST PROFITS OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES RELATING TO THE PRODUCT AND 4 THIS AGREEMENT SHALL BE ENFORCEABLE BY TELCORDIA DISCLAIMER Interactive Intelligence Interactive has no responsibility under warranty indemnification or otherwise for modification or customization of any Interactive software by Interactive Customer or any third party even if such customization and or modification is done using Interactive tools training or methods documented by Interactive Interaction Center Platform Statement This document describes Interaction Center IC features that may not be available in your IC product Several products are based on the IC platform and some features are disabled in some products These products are based on the IC platform Customer Interaction Center CIC Enterprise Interaction Center EIC and Communit While all of these products share a common feature set this document is intended for use with all IC pr
36. You can eliminate unwanted numbers from this list by choosing an entry and pressing the Delete key Working with Interaction Tracker Filtered Directories 112 Interaction Client NET Edition Call Center Agent User Guide Working with Interaction Tracker Filtered Directories Interaction Client NET Edition users can create a new Interaction Tracker Filtered Directory based on Interaction Tracker contacts These directories can be created using filter specifications based on existing contact information in the Interaction Tracker database Interaction Tracker Filtered Directories allow you to communicate quickly and easily with contacts in directories created from your established Interaction Tracker Filtered Directories customer accounts Before you can create add or use Interaction Tracker Filtered Directories you must first enable the Tracker plugin and then create the directories in Interaction Client NET Edition Note Interaction Tracker Filtered Directories will only be available if your administrator gives you access For more information on this feature or if you have questions about your rights to use it see your administrator or the Interaction Tracker Filtered Directories online help Enable the Interaction Tracker Directory Plugin Before you can create an Interaction Tracker Filtered Directory you must first enable the Tracker plugin The Tracker Filtered Directories plug in is installed during IC 2 4 Client
37. ab of the Chat window Internal Interaction Client NET Edition users can view these notes To add notes to a chat 1 In the Chat window click the Add Note button The Add a Note window opens Figure 28 Figure 28 Add a Note window 2 In the Please enter a note box type your observations or comments and click OK Your notes appear in the Notes tab in the Chat window Assign codes to a chat You can assign an Account Code or Wrap Up Code to a chat session The Account Code and Wrap up Codes dropdown lists appear in your Chat Window if they are defined in Interaction Administrator for your workgroup You can assign an Account Code or Wrap Up Code during a chat session by selecting the appropriate code in the Chat window Figure 29 Figure 29 Assign a code during a chat session Working with Chat Sessions 96 Interaction Client NET Edition Call Center Agent User Guide If wrap up codes are available and you do not assign one during a chat you are prompted when you close the chat session to assign the appropriate Wrap Up Code Figure 30 Figure 30 Assign a code after a chat session Conference two or more chat sessions You can create conference chats by bringing members from two or more separate chat sessions into a single chat session Before you begin you should have two or more connected chat session objects in your My Interactions queue To conference two or more chat sessions 1 Initiate
38. ages 80 Interaction Client NET Edition Call Center Agent User Guide Create a new speed dial page 1 Right click a tab in the section of the Interaction Client NET Edition window where you want the speed dial page to appear and choose Pages from the menu that appears The Client Pages window opens 2 In the Categories area click Speed Dials A list of available pages appear in the Pages section on the right side of the window 3 In the Pages area under the list of speed dial pages click the New button A Speed Dial window opens to allow you to set up your new speed dial page 4 In the Name field enter a unique name for your new speed dial directory 5 If you want others to add your speed dial page to their Interaction Client NET Edition window check the Public box 6 If you decide to make the speed dial public choose what options you wish to grant other users for this speed dial box If you want to allow other users to add additional entries on the speed dial page check the Add Entries box If you want to give users the ability to edit the default number assigned to entries on this speed dial page check the Change Entries box If you want to allow users to remove entries from this speed dial page check the Delete Entries box Note Use caution when granting others the ability to delete speed dial entries Once someone removes the last speed dial entry from a speed dial page the system perma
39. ail 40 Pick up a call from voicemail 40 Listen to someone leave a voicemail message 40 Pick up a call recording a voicemail message 41 Transfer a call to your voicemail 41 Transfer a call to another person s voicemail 41 Understanding Unified Messaging 42 Overview of Interaction Voicemail Player 43 Using the Interaction Voicemail Player 43 Understanding the Interaction Voicemail Player and wav files 44 Configure the Interaction Voicemail Player 44 Using Interaction Voicemail Player Controls 45 Open a voicemail message from your Inbox 46 Use the Voicemail List 47 Display the Voicemail List Playback interface 49 Using Voicemail and Fax Paging 50 Set voicemail alert options 50 Voicemail and fax paging options 50 Working with Email 52 Pick up or reopen an email 53 Reply to an email 54 Transfer an email 55 Automatic email spell checking
40. ars Click Yes to transfer the call or click No to cancel the action Or click the Transfer button or right click the call and choose Transfer from the menu appears The Transfer dialog box appears In the Transfer To box enter the transfer recipient s number and choose how you want to transfer the call 3 Click the Make Consult Call to allow you to speak to the recipient before transferring it Transfer a call to someone else s voicemail 1 Inform the caller of the transfer then in My Interactions click the call you want to transfer and either 2 Drag it to a name in the Company Directory or other available directory The Transfer window appears Click Yes to transfer the call or click No to cancel the action Or click the Transfer button or right click the call and choose Transfer from the menu appears The Transfer dialog box appears In the Transfer To box enter the transfer recipient s number and choose how you want to transfer the call 3 Click Send to Voice Mail to transfer the caller to the recipient s voice mail Parking Calls Interaction Client NET Edition Call Center Agent User Guide 36 Parking Calls Park on someone else s extension 1 Inform the caller you re parking him or her onto another person s extension 2 Click the Transfer button or right click the call and choose Transfer from the menu that appears 3 In the Transfer To box enter the transfer recipient s
41. as the Interaction Center server Station Type This is the type of station you are using to run Interaction Client NET Edition Starting and Exiting Interaction Client NET Edition Interaction Client NET Edition Call Center Agent User Guide 21 1 lt this computer gt Select this option if you move around the office and login from different local workstations This option ensures calls are routed to the station associated with this computer not the last workstation you logged into This is essentially the same as the Workstation type 2 Workstation Use a computer and telephone connected via telecom outlet SIP or analog phone to the IC server 3 Remote Workstation Work from a known single remote location using a single phone number for all calls to the agent s extension known is being defined in Interaction Administrator 4 Remote Number Work from an ad hoc remote location using a single phone number for all calls to the agent s extension 5 PC Audio Use the computer as the telephone also called a soft phone Note These stations have to be configured in Interaction Administrator Also real time clock RTC is required Workstation If you select Workstation Remote Workstation or PC Audio as your station type enter the name of the workstation here If you select Remote Number then this field is disabled grayed out Remote Number For remote access only enter the phone number IC sh
42. at session Working with Account Codes 58 Interaction Client NET Edition Call Center Agent User Guide Assign an account code to an outgoing interaction using the Account Code field The Account Code field is disabled when the Number field is empty You must enter the recipient s telephone number before you enter the account code Note You can use the Properties window to set an account code for any incoming or outgoing interactions but you can only use the Account Code dropdown menu for outgoing interactions when you use the Make Call button Number field or drag and drop from an IC directory 1 Open Interaction Client NET Edition and in the Number field type the phone number you want to call Note You can also drag and drop a directory entry into the Number field The system will copy the contact s default number into the Number field 2 Click the arrow at the end of the Account Code field and highlight the account code you want to assign to this interaction 3 Click the Make Call button or press Enter The code you assigned to the interaction appears in the Account Code column of your queue Assign an account code to an outgoing interaction using the Properties window 1 Open Interaction Client NET Edition and in the Number field type the phone number you want to call Note You can also drag and drop an IC directory entry into the Number field The system will copy the contact s default num
43. at session You can record a chat session between other Interaction Client users intercom chat or between you and remote chat participants web chat This feature may or may not be available to you depending on the rights assigned to you in Interaction Administrator Warning Interactive Intelligence Inc disclaims any responsibility for end user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of IC software The licensee hereby warrants and represents that the end user or licensee will use the product in compliance with any federal or state law To record a chat session In the Chat window click the Record button the first time to start the recording session for a chat Click the Record button again to stop the recording session for a chat You can press the Record button more than once to stop or continue recording your call The Record button appears shaded if the chat is not in a state in which this action can be performed or if you do not have rights to record interactions The Record feature saves only the text entered in a chat session while you have the Record button pressed After the chat session ends Interaction Client stores all parts of the recorded chat and sends it to you in an email attachment Figure 27 Working with Chat Sessions 94 Interaction Client NET Edition Call Center Agent User Guide Figure 27 Recorded chat session sent to e
44. at session or print the text of a chat session Edit From the Edit menu you can copy and paste text from a chat session to the Windows clipboard or from the Windows clipboard to the chat window Options The Options menu lets you control how you are alerted when new text appears in the Chat Window View Use the View menu to control the appearance of the Chat Window Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 89 Menu Options Actions Use the options on the Actions menu or the corresponding menu shortcuts to perform the same operations as those available on the Chat Window toolbar Help The Help menu displays the online help Configure the Chat window Use the Chat window View menu to control the appearance of the Chat window Figure 25 From the View menu add or clear checkmarks to control whether the Chat window Toolbar Status Bar or Side Bar are visible To configure the Chat window To display the Toolbar from the Chat window View menu select Toolbar To display the Status Bar from the Chat window View menu select Status Bar To display the Side Bar from the Chat window View menu select Side Bar Figure 25 Configure the Chat window Working with Chat Sessions 90 Interaction Client NET Edition Call Center Agent User Guide Configure chat alerts Use the Chat window Options menu to control how you are alerted when someone types addit
45. ates will be applied after the next restart 5 Log back into Interaction Client NET Edition Understanding Call Objects Interaction Client NET Edition Call Center Agent User Guide 13 Understanding Call Objects In Interaction Client NET Edition an interaction is a communication between two parties This can include telephone calls conference sessions chat interactions emails voicemails and faxes Each interaction is represented in Interaction Client NET Edition by a call object on a queue An interaction is identified in a queue by an icon Call objects appear in your My Interactions queue Figure 1 and include all interactions Note Tabs on Interaction Client NET Edition pages contain a special focus indicator An area that contains this focus indicator will be the area to receive keyboard input The following sections describe Interaction Client NET Edition features as well as typical interactions you may encounter Figure 1 My Interactions queue Using the Call Control Toolbar 14 Interaction Client NET Edition Call Center Agent User Guide Using the Call Control Toolbar Use the buttons on the Interaction Client NET Edition Call Control toolbar to help you manage your calls Many of these functions are also available by right clicking an interaction You can customize a Call Control toolbar for each page in your client window Some buttons may not be available in all situations If a button
46. ber into the Number field 2 Right click the interaction and choose Properties from the menu that appears The Interaction Properties window opens Figure 15 3 In the Interaction Properties window click the arrow at the end of the Account Code field and highlight the account code you want to assign to this interaction 4 Click the in the top right corner of the Interaction Properties window to close it The code you assigned to the interaction appears in the Account Code column of your queue Working with Account Codes Interaction Client NET Edition Call Center Agent User Guide 59 Assign an account code to an outgoing interaction from the handset 1 Lift your handset and dial the phone number 2 Press the key 3 Enter the account code you want to assign to this interaction Numerically sort account codes You can sort your list of available account codes numerically This option allows you to quickly and easily search for the appropriate account code to assign to your current interaction To numerically sort your account code list 1 Open the Options menu and choose Configuration 2 In the Configuration window on the left side of the window click the General node 3 On the right side of the window place a checkmark in the Sort account codes by account number box 4 Click OK to save your changes Understanding wrap up codes 60 Interaction Client NET Edition Call Center Agent User Gui
47. chments or press Ctrl A To save the email response open the File menu and click Save response or press Ctrl S 6 To print or fax your email press the Print button 7 To send the email press the Send button The email will disconnect and become read only Working with Email Interaction Client NET Edition Call Center Agent User Guide 55 Transfer an email If you transfer an email and the transfer recipient doesn t answer Interaction Client NET Edition returns the email to your user queue and places it on hold 1 Open the email 2 In the email window click the Transfer button The Transfer window opens 3 In the Caller field optionally type a descriptive sender name 4 In the Transfer To field type the extension of the person or workgroup to whom you want to transfer the email 5 Click the Transfer Now button Note You can also drag and drop an email onto a name in a directory The email will automatically be transferred to the recipient Automatic email spell checking Interaction Client NET Edition automatically spell checks text in the email window Anything the system determines as misspelled will appear with a red underline beneath it You can right click the text in question to view other spelling options such as ignore or add the word or to insert another word to replace the misspelled one Working with Account Codes 56 Interaction Client NET Edition Call Center Agent User Gui
48. choose the user whose alerts you want to configure Or on the client window in the Monitored Appearances area right click the user whose alerts you want to configure and choose Configuration from the menu that appears 2 To change the way the name appears in your Monitored Appearances area of client window in the Label area type a new name 3 Click OK to save your changes and return to the Interaction Client NET Edition window Monitoring Other Users 66 Interaction Client NET Edition Call Center Agent User Guide Remove a monitored appearance alert from your client window 1 Open the Options menu choose Configuration click Monitored Appearances and in the Monitored Appearances area choose the user whose alerts you want to configure Or on the client window in the Monitored Appearances area right click the user whose alerts you want to configure and choose Configuration from the menu that appears 2 In the Active box click to remove the user from your active list of monitored users 3 Click OK to save your changes and return to the Interaction Client NET Edition window Permanently delete a monitored appearance alert 1 Open the Options menu choose Configuration click Monitored Appearances and in the Monitored Appearances area choose the user whose alerts you want to configure Or on the client window in the Monitored Appearances area right click the user whose alerts you want to co
49. ck Add gt Your selection appears at the bottom of the Current toolbar buttons list Note Insert one or more Separator lines to divide the toolbar buttons into groups 3 To remove a button from the toolbar in the Current toolbar buttons list highlight the button you want to delete and click lt Remove The button should reappear in the Available toolbar Buttons list 4 To rearrange the order of your toolbar buttons in the Current toolbar buttons list highlight the button you want to move and then click Move Up or Move down depending on the location you choose to place the button until the button is in the desired place 5 To change the way the toolbar buttons appear click the arrow at the end of the Text Options drop down list and if you want a description of the button shown underneath the icon choose to Show Text Labels If you want to display only the icon choose No Text Labels 6 To configure the Directory toolbar for another page click that page and repeat steps 1 5 7 To return a toolbar to the default configuration click the Reset button Starting and Exiting Interaction Client NET Edition 20 Interaction Client NET Edition Call Center Agent User Guide Starting and Exiting Interaction Client NET Edition Startup Configuration Editor The Startup Configuration Editor is the dialog box that is displayed when you open Interaction Client NET Edition Use this dialog box to set your login inf
50. connected interaction is selected You can remove a custom button from the Call Control toolbar just like any of the other interaction buttons All custom buttons are shown by default and appended to the right side of the Call Control toolbar The actions performed by custom buttons are also listed on the context menu Any new custom buttons added by the Interaction Center administrator appear on your Call Control toolbar after you load the appropriate update Custom buttons removed by the IC administrator are also removed from your Call Control toolbar and the Customize Toolbar dialog box Using the Directory toolbar Interaction Client NET Edition Call Center Agent User Guide 17 Using the Directory toolbar Use the Interaction Client NET Directory toolbar to help you manage the flow of incoming interactions The Directory toolbar is located at the bottom of the Interaction Client NET Edition window Figure 2 You can customize a Directory toolbar for each page in your client window Figure 2 Directory Toolbar Some buttons may not be available in all situations If a button appears shaded or grayed out you may not be able to use it on that interaction or the button may not be available Note The Directory toolbar does not contain all available buttons For a comprehensive list of buttons you can include on your toolbar see the Interaction Client NET Edition Online Help Remember to highlight the interaction you
51. control in the upper right corner In the Chat window click the Disconnect button In the Chat window or with the chat session selected in My Interactions press Ctrl D In My Interactions select the chat interaction and click the Disconnect button Request assistance from your supervisor 98 Interaction Client NET Edition Call Center Agent User Guide Request assistance from your supervisor Within Interaction Client NET Edition you can request assistance by sending a message to your contact center supervisor s For example if a caller asks you a question that you cannot answer or if you are in the middle of a web chat and need additional assistance click on the Assistance button When you click the Assistance button on the Call Control toolbar or in the Chat or Email toolbars the Request Assistance window opens In this window type a brief description of your problem click Send and your request will be routed to all configured supervisors running Interaction Supervisor Note The Assistance button may or may not be available depending on the security rights assigned to you in Interaction Administrator In addition the Assistance button is enabled only for ACD Automatic Call Distribution calls or ACD routed chats This button appears shaded if the interaction is not in a state in which this action can be performed Workgroup Supervisors Workgroup supervisors are configured in Interaction Administrato
52. ctory and click Rename Resize the width of speed dial entries In Interaction Client NET Edition you can adjust the size of speed dial entries When you resize one speed dial entry all other entries on the speed dial page will also be resized to match the entry you adjust Interaction Client NET Edition applies changes to the width of speed dial entries on a page per page basis so different speed dial pages can have different widths for the entries within each page For example if your Interaction Client NET Edition window contains two speed dial pages Private Contacts and Marketing and you adjust the width of one entry in the Private Contacts speed dial page the width of all other entries in that speed dial page will automatically resize to match the width of the first entry you resized However no width changes will be applied to entries in the Marketing speed dial page Working with Speed Dial Pages 84 Interaction Client NET Edition Call Center Agent User Guide To adjust the width of a speed dial entry and in turn all entries within the speed dial page 1 Move your mouse to the right edge of a speed dial entry If a speed dial entry can be resized the cursor will change from an arrow to a resizing cursor 2 When the resizing cursor appears left click and hold your mouse button then move it to resize the entry until it is in the position you want 3 When the entry reaches the desired width release
53. de Understanding wrap up codes In Interaction Client NET Edition you can use wrap up codes to indicate the nature of an interaction for example a billing problem a new order or a service request These wrap up codes are defined by your administrator and will be used in reports specific to wrap up codes Your administrator can configure them on a per workgroup basis Your administrator can also generate reports to categorize call details by wrap up codes You can assign wrap up codes to incoming and outgoing interactions from the Interaction Client NET Edition window You can also assign or change a wrap up code any time during an interaction If you have questions about your wrap up code permissions see your system administrator When working with wrap up codes it is important to note the following restrictions You cannot split an interaction between wrap up codes Wrap up codes are specified on a workgroup therefore they only apply to ACD Automatic Call Distribution interactions You can only assign one wrap up code per interaction You cannot assign change or delete a wrap up code after it disappears from your My Interactions queue You cannot sort wrap up codes by code or name they are automatically sorted alphabetically by description When you type the first few characters of the wrap up code or name Interaction Client NET Edition jumps ahead to the first match allowing you t
54. de Working with Account Codes In Interaction Client NET Edition you can use account codes to organize telephone interactions by customer You may find this feature useful for customer billing purposes or if you process interactions through IC for more than one company Your system administrator can generate reports to categorize call details by account codes You can assign account codes to incoming and outgoing interactions from the Interaction Client NET Edition window or from any Interaction Object such as email chat sessions or callback objects Account Code fields do not appear if you have not been granted permission to use this feature See your administrator if you have any questions regarding your account code rights When working with account codes it is important to note the following restrictions You cannot split an interaction between account codes You can only assign one account code per interaction You cannot assign change or delete an account code after it disappears from your queue unless you have permission to modify in the queue to which the interaction transfers You can assign account codes numerically See Numerically sort account codes on page 59 When you type the first few numbers of the account code Interaction Client NET Edition jumps ahead to the first match allowing you to quickly select the appropriate code for your interaction You can use the Properties window
55. e tab with your mouse and start dragging it Docking arrows appear on the client window Figure 20 showing you the available locations to which you can move the page When you move the mouse on top of an arrow the client highlights the area to which the page will move if you release your mouse and drop it on that particular docking arrow You can also drag a page within its current set of tabs to reorder it Note In the Interaction Client NET Edition when you click a tab to select a page that page will contain a focus indicator icon which helps the user see what page will receive keyboard input or in this case the page to be moved Figure 20 Docking arrows Docking icons Changing the Page Layout Interaction Client NET Edition Call Center Agent User Guide 75 Move a page to a new location 1 In the Interaction Client NET Edition window click and hold the tab you want to move The docking icons appear as shown in Figure 20 2 Without letting go of the mouse button move the mouse over the icon that represents where you want to move the page Note The Interaction Client NET Edition highlights the area to which the page will move 3 Release the button to drop the page into its new location The page automatically moves to the chosen area Example Moving a page to a new location In the following example the user wants to move the Sales directory Figure 21 to a new location the righ
56. el 5 Click OK to close the Client Pages window and return to Interaction Client NET Edition window Working with Additional Configuration Options Interaction Client NET Edition Call Center Agent User Guide 117 Working with Additional Configuration Options Customize columns Right click a column label in a queue or directory to display a menu with entries for each available column that can be added or removed Add or remove a column from a page 1 Right click on the column headings for the page A drop down list of available column names appears 2 To add a column click the name of a column 3 To remove a column click the name of a column with a checkmark Reorder columns 1 Click on a column heading 2 Drag it over the desired location 3 Release the column heading Advanced Workgroup Activation If you have been given a certain administrative right to Activate Self in other workgroup queues you can select the Workgroup Activation menu under Options This displays the Manage Activation dialog that lets you add yourself to other workgroup queues that may need additional help answering calls If you do not have the right to see this option the call center supervisor may have the right to add you and other agents to different workgroup queues that need help Figure 38 The optional Manage Activation dialog Need Help 118 Interaction Client NET Edition Call Center Agent User Gu
57. eraction Alert dialog box is displayed on the desktop before fading away Set the alert to fade immediately 0 Seconds after alerting never Lifetime of Interaction or a time between 1 and 120 seconds 3 Click OK to close the Configuration dialog box Setting Page Options 72 Interaction Client NET Edition Call Center Agent User Guide Setting Page Options Use the Client Pages window Figure 19 to add the directory and queue pages you want to display on your Interaction Client NET Edition including speed dial pages personal and public contacts and call history Figure 19 Client Pages window Add a page to the Interaction Client NET Edition window 1 Open the Options menu and choose Pages the Client Pages window opens Or right click anywhere in the Interaction Client NET Edition pages area and choose Pages from the menu that appears The Client Pages window opens 2 From the Categories list select the type of page to display The available pages within that category appear in the Pages list 3 In the Pages list place a checkmark in the box next to the page s you want to add 4 Click OK to close the Client Pages window then click OK again to close the Configuration window Setting Page Options Interaction Client NET Edition Call Center Agent User Guide 73 Manually set page options To change the order of the pages Click and hold on the tab for the page you want to move Drag and
58. es on your telephone Pick up a call from voicemail You can pick up a call when the caller is in the middle of leaving a voicemail message When a call is transferred to voicemail its state changes to Voice Mail To pick up a call from voicemail 1 If the telephone call is not selected select the call you want to pick up 2 Click Pickup or right click the call and choose Pickup from the menu that appears The call s state changes from Voice Mail to Connected and you can begin speaking with the caller Listen to someone leave a voicemail message You can listen to someone leaving a message before deciding if you want to pick up a call The person leaving the message does not know you can hear them To listen to someone leave a voicemail 1 Select a call from My Interactions that is in a state of Voice Mail 2 On the toolbar click the Listen button or right click the call and select Send to Voicemail Through your telephone handset you can now hear the person leaving a voicemail message If you want to talk with the caller click the Pickup button Working with Voicemail Interaction Client NET Edition Call Center Agent User Guide 41 Warning Interactive Intelligence Inc disclaims any responsibility for end user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of IC software The licensee hereby warrants and represents that the end user or l
59. es or values Click Next 8 Click Finish The rule appears in the Rules list in the Personal Rules window 9 Click OK to close the Personal Rules window Understanding attribute names and values Attributes are information tags attached to an Interaction in the system Attributes have names and values IC uses attributes to contain most of the data about an interaction In addition your IC administrator can add custom attributes to an interaction as part of the call handling on the server In Personal Rules attributes can be used to further define rule conditions Rules that require attribute names have the hyperlink lt attribute name gt in them Click lt attribute name gt and supply the name of the desired attribute before continuing to the next Rule Wizard section Rules that require an attribute value have a hyperlink with the attribute name inside it example lt status gt lt time gt or lt phone number gt Implementing Personal Rules Interaction Client NET Edition Call Center Agent User Guide 69 Specify an attribute name or value 1 Click any lt attribute name gt or lt attribute value gt hyperlink displayed in the rule conditions 2 Enter the attribute name or select an attribute value in the attribute specific dialog box that appears 3 Click OK to save the attribute name or attribute value Play audio files to caller 1 When you create a personal rule select an action such a
60. ff You can suspend the processing of a selected rule without removing it from the rule list in the Personal Rules dialog box Rules that are on have a checkmark to the left of the rule name Click this checkbox to turn a rule on or off Delete a personal rule 1 In the Personal Rules dialog box select a rule and then click Delete 2 In the Client Rules dialog box click Yes 3 Click OK Setting Up Desktop Alerts Interaction Client NET Edition Call Center Agent User Guide 71 Setting Up Desktop Alerts Use Desktop Alerts to display a desktop dialog box for alerting interactions and camped calls The Desktop Alert dialog box Figure 18 pops up in the bottom right corner of your Windows desktop The dialog box fades automatically depending on the type of alert To stop the fading move the mouse over the dialog box Figure 18 Desktop Alert 1 Open the Options menu choose Configuration open the Alerting node and then click on Desktop Alerts 2 In the Desktop Alerts page complete the fields as described below Display Desktop Alerts for Alerting Interactions Select this checkbox to turn on desktop alerts The Interaction Alert dialog box displays information about the interaction i e name number and an icon for the interaction type call Note You can also display a message in a desktop alert dialog box by setting up a personal rule Duration Adjust the slider to control how long the Int
61. g In the Chat window click the Transfer button In the Chat window from the Actions menu click Transfer In the Chat window press Ctrl T In My Interactions select the chat session Right click on a name in a directory and select Transfer Note You can transfer a chat session by clicking and dragging it to a selected recipient in the Company Directory or to a workgroup in the Workgroup and Profile Page 2 In the Transfer To box type the extension to which you want to transfer the chat 3 Click Transfer Now When you transfer a chat session to another user Interaction Client includes the existing chat conversation with the transfer which enables the transfer recipient to review the transcript when they join the chat Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 93 Send a chat session request to voicemail Rather than answer an incoming alerting chat session request you can send that request to your voice mail You can also send a chat participant with whom you are connected into your voice mail To send an alerting or connected chat to voice mail 1 Select the chat session if it is not already selected 2 Click the Voice Mail button The chat session requester or participant is sent to your voice mail When the requester or participant has finished leaving a message you are notified by email that you have a new voice mail message Record a ch
62. g Advanced User Keyboard Shortcuts 109 Interaction shortcuts 109 Directory shortcuts 110 Menu shortcuts 110 Additional keyboard tips 111 Working with Interaction Tracker Filtered Directories 112 Enable the Interaction Tracker Directory Plugin 112 Create a new Interaction Tracker Filtered Directory 113 Add an Interaction Tracker Filtered Directory to your client window 115 Edit an Interaction Tracker Filtered Directory 115 Deactivate an Interaction Tracker Filtered Directory 116 Delete an Interaction Tracker Filtered Directory 116 Working with Additional Configuration Options 117 Customize columns 117 Add or remove a column from a page 117 Reorder columns 117 Advanced Workgroup Activation 117 Need Help 118 Feedback and Access Support 118 Notes
63. he voicemail message You use either the Interaction Voicemail Player or your selected media player to playback your message depending on your selection in the Voicemail Player Options dialog box Note See the Interaction Voicemail Player online help for details on using this player Use the Voicemail List You can create a page in Interaction Client NET Edition that enables you to view a list of current voicemails and play them on your station Note Before you can use the Voicemail List you must make it available as a page in Interaction Client NET Edition Figure 13 Figure 13 Voicemail List page in Interaction Client NET Edition Working with Voicemail 48 Interaction Client NET Edition Call Center Agent User Guide To play back voicemails using the Voicemail List 1 Select the Voicemail page 2 Verify that your playback location is set correctly in the Play To dropdown list If you select Remote Telephone enter this remote phone number in the Number box that appears when you select this option Note The Remote Telephone option enables you to playback voicemail to your cell phone or other telephone This number does not default from the remote telephone number you can configure in the Interaction Voicemail Player options 3 To ensure that all your current voicemails appear in the list do one of the following Click the Refresh List button Right click anywhere in the voicemail list and selec
64. hed to the email when you transfer it You cannot delete original email attachments Figure 14 Email dialog box Working with Email Interaction Client NET Edition Call Center Agent User Guide 53 When you pick up an email message the email state changes to ACD Assigned Agent name and other agents won t be able to respond to the message However if the email is transferred to you or if you pick up an email even though you are a non member of the workgroup the email state changes to Connected As in all interactions the email will remain in the workgroup queue unless a non member of the workgroup picks it up If a non member of the workgroup picks up the email message it will disappear from the workgroup queue Agents or supervisors who view a read only version of the email before you type a response won t see your updates until you save or send the response Use the Notes tab to add any notes or comments you want other agents or supervisors who pick up or view this email message to read The following instructions outline the most common email tasks Pick up or reopen an email 1 In your My Interactions queue or any other queue in which the email interaction is alerting highlight the incoming email An email interaction in your queue is preceded by an email icon Note You can pickup an email on your queue because it was assigned to you by browsing a workgroup queue and selecting the email You may
65. hoose to send the call to voicemail etc Record Follow Me Message Use this button to record a message to play to callers if your status is set to Available Follow Me When you set your status to Available Follow Me your Follow Me message plays to callers while Interaction Client NET Edition consecutively calls you at a series of numbers you set up to find you and eventually connects you to the caller Record Name Use this button to record your name This recording is played for all callers who dial your extension Record Agent Greeting Use this button to record a message to play to callers before you answer an ACD call This greeting is intended for use by call center agents who are members of a workgroup and are receiving ACD calls You must also select the Activate Agent Greeting box This feature is best used with the Auto Answer Calls user agent attribute set in Interaction Administrator When used with Auto Answer Calls enabled your Agent Greeting plays to the caller as you are being alerted The length of your Agent Greeting is limited to 10 seconds and therefore is considered an introduction or smile Recording Your Important Prompts Interaction Client NET Edition Call Center Agent User Guide 27 Record Available Forward Message Use this button to record a message to play to callers when your status is set to Available Forward This message is played to callers while they wait for Interaction
66. icensee will use the product in compliance with any federal or state law Pick up a call recording a voicemail message 1 Highlight the call you want to pick up 2 Click the Pickup button or right click the call and choose Pickup from the menu that appears Transfer a call to your voicemail If the call is alerting click the Voicemail button If the call is connected do one of the following Select the call if it is not already selected and click the Voicemail button Right click the call and select Send to Voicemail The call will be sent to your voicemail When a caller finishes the message you are notified by email that you have a new voicemail message You can also listen in on the call as the caller leaves a message and then decide whether or not to pick up that call from voicemail Transfer a call to another person s voicemail You can transfer a call directly to another Interaction Client user s voicemail You might want to use this feature if the caller wants to communicate with another person who is unavailable to take the call Note You must have permission to use voicemail features in Interaction Client NET Edition If you have questions about permissions or voicemail options see your IC administrator This procedure assumes you are transferring calls from My Interactions but you can transfer calls from any queue you are monitoring To transfer a call to another person s voicemail 1 Te
67. ide Need Help You can get help by opening the Help menu and choosing Help Contents from the menu that appears The table of contents that appears lists all of the things that you can do with Interaction Client NET Edition Index and Search tabs are also available Feedback and Access Support Options on Interaction Client NET Edition s Help menu provide the ability to learn more about Interactive Intelligence s products promote and share ideas about Interactive Intelligence s software access technical support and submit feedback about bugs and enhancement requests Note You must have internet access to visit the Interactive Intelligence website or submit feedback 1 To visit the Interactive Intelligence home page open the Help menu select Interactive Intelligence and then click Home 2 To visit the Interactive Intelligence Interactive Community do one of the following Interactive Community is a free and public service provided by Interactive Intelligence to promote an online community devoted to the sharing of ideas and information regarding Interactive Intelligence software From the Help menu choose Interactive Intelligence and then click Community From the Help menu choose About then in the About Interaction Client dialog box click the Community button 3 To access the Interactive Intelligence technical support website do one of the following From the Help menu choose Interac
68. ient NET Edition and in the Number field type the phone number you want to call 2 Click the Make Call button or press Enter Answer a call If you are not connected to another call pick up your telephone handset If you are connected to another call click the Pickup button The system places on hold any other calls to which you are connected Place a call on hold 1 Click the call you want to place on hold then click the Hold button or right click the call and choose Hold from the menu that appears 2 To reconnect to the call click the call you want to pick up and click the Hold button again 3 To suppress hold music for the caller click Mute before or after clicking Hold Disconnect a call 1 To disconnect a call with your handset just hang up the telephone 2 To disconnect a call from Interaction Client NET Edition Highlight the call you want to disconnect Click the Disconnect button or right click the call and choose Disconnect from the menu that appears Forward your calls to a remote number If you will be away from your desk but accessible at another telephone number you can forward your calls to an internal extension a local number a long distance number or even a cellular telephone You must set your status to Available Forward Interaction Client NET Edition redirects all calls originally targeted at your local extension to the remote number Figure 6 Set Status Details bo
69. ional text in a chat session For example you can minimize an ongoing chat session to work on something else yet be alerted by a sound or the reopening of the Chat window when one of the other participants types something To configure chat alerts To restore a minimized chat window when there is new activity from the Chat Window Options menu select Pop on new text To play a sound when there is new activity from the Chat window Options menu select Play sound on new text Initiate a Chat session If you have the appropriate rights you can initiate and participate in intercom chats with other Interaction Client NET Edition users Intercom chats or chat sessions between Interaction Client NET Edition users can include two or more users To initiate intercom chats between two or more other users you must create a chat conference Note Before you can initiate a chat the IC administrator must grant you Allow Intercom Chat user rights in Interaction Administrator Intercom chats can take place only between users on the same IC server You can not initiate a chat session with a user on a peer server To initiate a chat session with another Interaction Client NET Edition user 1 In the Company Directory highlight the name of the person with whom you wish to chat 2 Do one of the following Click the Initiate new Chat icon in the Company Directory toolbar Right click the person and choose Ini
70. ivates the directory and removes it from the client window You must add the directory back to your window See Add an Interaction Tracker Filtered Directory to your client window on page 115 Deactivate an Interaction Tracker Filtered Directory You can remove an Interaction Tracker Client directory page from your client window but this does not delete the directory from the Client Pages window You may choose to deactivate a directory if you don t currently want to display it in your client window but would like to have it available for use in the future To remove the directory from the client window right click the Interaction Tracker Directory tab and choose Remove Directory from the menu that appears The directory page no longer appears in your Interaction Client NET Edition window but still exists as an option in the Client Pages window Delete an Interaction Tracker Filtered Directory 1 Open the Options menu and choose Pages Or right click anywhere in the Interaction Client NET Edition pages area and choose Pages from the menu that appears The Client Pages window opens 2 From the Categories list select Interaction Tracker Directories 3 In the Pages area click the Interaction Tracker directory you want to remove and then click the Delete button 4 The Delete Page window opens asking you to confirm your decision to permanently remove the directory Click Yes to continue or click No to canc
71. knowledgebase entry a loan application for processing a CRM ticket and more Just as with any other interaction you can pick up transfer disconnect request assistance with or place on hold generic objects Supervisors may view the status of individual tasks and team members through Interaction Supervisor Your company may or may not implement this feature If you have questions about sending and receiving generic objects or tasks other than general interactions within Interaction Client NET Edition see your system administrator for details Monitoring Other Users Interaction Client NET Edition Call Center Agent User Guide 63 Monitoring Other Users A user can set up Monitored Appearances to observe the activity of several personnel at the same time This feature is particularly helpful if a person has a number of personnel for which he or she manages calls Monitored Appearance entries appear on the Interactions page Figure 16 and have a different background color than the rest of the page to help a user view and facilitate interactions for that monitored user Figure 16 Monitored Appearances area in the Interaction Client NET Edition window For example receptionists or secretaries can use Monitored appearances to continuously observe a manager s queue control interactions and perform tasks on his or her behalf such as picking up or transferring calls and creating conferences You can see the status
72. l and be ACD routed to your queue where you pick up the chat similar to how you answer an incoming call A chat session is similar to a phone conversation only information is typed not spoken The chat session is managed inside a chat window Figure 24 which appears when you pick up a chat request A remote chat participant has a chat window similar to yours Figure 24 Chat window Working with Chat Sessions 86 Interaction Client NET Edition Call Center Agent User Guide Note Double click the alerting chat icon in My Interactions to pick up a chat request In the Chat window you can Type your message in the blank box next to the Send button then click the Send button located on the right side of the Composition area or press Enter to send that text to the other chat participant Or press Ctrl Enter to insert a line break Determine who is participating in the chat by checking the names in the Chat Members box in the Chat window Notice also that typing appears after the name of a chat member who is typing a message that hasn t yet appeared in the Chat window Manage your session and perform many different functions within the chat by using the menu options at the top of the Chat window or by pressing the buttons on the button bar Copy text from your chat window to the clipboard A remote participant in a Web chat can also do this if the remote user s browser supports this feature Add
73. ll the caller that he or she is going to be transferred to another person s voicemail Working with Voicemail 42 Interaction Client NET Edition Call Center Agent User Guide 2 On the toolbar click the Transfer button Or right click the call and choose Transfer from the menu that appears The Transfer window appears 3 In the Transfer To field enter the transfer recipient s number 4 Click Send to Voice Mail The call is transferred to the recipient s voicemail and disappears from My Interactions Or 1 Tell the caller that he or she is going to be transferred to another person s voicemail 2 Click on a directory tab and right click the voicemail recipient 3 Select Transfer Connected Call then choose Send to Voicemail The call is transferred to the recipient s voicemail and disappears from My Interactions Understanding Unified Messaging Unified Messaging installation is an optional part of the Interaction Client NET Edition installation Unified Messaging includes the Interaction Fax and the Interaction Voicemail player Contact your IC administrator if you do not have Unified Messaging Faxes are managed in one of two ways in Interaction Client NET Edition If Interaction Fax is installed on your workstation you use the Interaction Fax viewer to view edit print compose and send fax documents You receive faxes as I3F files If Interaction Fax is not installed on your workstation
74. lt transfer An Interaction Client NET Edition feature you can use to transfer a call after consulting the recipient Directory A list of defined and predetermined contact information within Interaction Client NET Edition Directories can include employee contact listings general listings public and private contacts in address books and workgroup directories The directories available for you to view depend on your rights as set up in Interaction Administrator Email Usually refers to electronic text mail more than to electronic voicemail both of which are messages sent across a network of some kind Most email systems such as Microsoft Exchange support voice image and text data in messages In IC faxes and voice mail messages are sent as file attachments to email messages Interaction A communication between two parties including telephone calls chat interactions email voicemail fax conference calls and so on Each interaction is represented by a queue item on a queue Orbit Queue An Orbit Queue is a list of all calls parked to specific locations This feature is especially helpful for Public Announcement system operators who can park a call in Orbit then page the recipient and relay that he or she has a call on a specific Orbit i e John Doe you have a call on Orbit 12 thus allowing John Doe to move to any station and pick up the call A user can also park a currently active call in a specific o
75. mail Pausing a chat session recording When you record a chat session you can use the Pause button to temporarily stop the recording session To pause a chat session recording While recording a chat click the Pause button to temporarily stop the recording When a recording is paused click the Pause button again to resume the recording session The Pause button appears shaded if the call is not in a state in which this action can be performed Mark a chat session as private You can mark a chat session as private You may want to use this option to prevent other Interaction Client users from recording or listening to your conversation Warning Use of the Private feature may be subject to your company s policies and should only be used in accordance with those policies IC handler customization can be used to track the use of the Private feature to ensure compliance with such policies Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 95 To mark a chat session as private click the Private button This button appears shaded if the call is not in a state in which this action can be performed Add notes to a chat session Use the Notes tab in the Chat window to add notes or comments about the interaction that other Interaction Client users can view Notes that other internal users add are appended to the chat text You can make notes or comments about a chat on the Notes t
76. n Client NET Edition The Orbit Queue page Figure 9 displays the details of the parked calls including the orbit number and how long the call has been parked on an orbit Figure 9 Orbit Queue To display the Orbit Queue 1 From the Options menu choose Configuration and click Pages Or right click on tabs in the area where you want to add a page and choose Pages from the menu that appears 2 In the Client Pages dialog box from the Queue list select General Pages 3 In the Pages list select Orbit Queue 4 Click Apply to save your selections 5 Click OK to close the Configuration dialog box Understanding orbit queues 38 Interaction Client NET Edition Call Center Agent User Guide Park a call in orbit 1 In the My Interactions page or any other queue page if the call is not already selected click the call to select it 2 Right click the call and choose Park on Orbit from the menu that appears or click the Park button The Orbit Park window appears 3 In the Orbit Park window assign a number to this orbit by typing a number in Park call on Orbit You can use any single digit to 9 digit number and 10 digit numbers up to 4294967294 Avoid orbit numbers starting with 0 zero The number defaults to the last orbit number used 4 Click Park If the orbit number is currently in use you are prompted to choose another orbit number The call is removed from My Interactions and the call s state
77. n Voicemail Player allows you to Play voicemail messages directly from electronic mail Control the playback of voicemail messages Clear a message waiting indicator light Note See the Interaction Voicemail Player online help for more details Configure the Interaction Voicemail Player You determine if the Interaction Voicemail Player is your preferred application for playing back voicemail messages You can also configure several options that control what this form does To configure voicemail playback in the Interaction Voicemail Player from the Tools menu select Options Figure 11 Note See the Interaction Voicemail Player online help for details on these settings Working with Voicemail Interaction Client NET Edition Call Center Agent User Guide 45 Figure 11 Interaction Voicemail Player Options window Using Interaction Voicemail Player Controls The player controls make up the application window Figure 12 below the menu bar They act like VCR controls to control playback of a voicemail Figure 12 Interaction Voicemail Player application window The following table lists the controls within the application window and a brief description of their functions Working with Voicemail 46 Interaction Client NET Edition Call Center Agent User Guide Control Definition Select the device to play your voicemail Click to play the voice mail Click again to pause Click to stop pla
78. n recording 94 Mark a chat session as private 94 Add notes to a chat session 95 Assign codes to a chat 95 Conference two or more chat sessions 96 Print a chat session 97 Disconnect a chat session 97 Request assistance from your supervisor 98 Responding to a Callback request 100 Respond to a Callback request 100 Wrap up the Callback session for reporting purposes 101 Determine if Someone is Listening to or Recording Your Interactions 102 Setting General Options 104 General options settings 104 Introduction to Interaction Client NET Edition Interaction Client NET Edition Call Center Agent User Guide 7 Enabling a Plugin 105 Availability of plugins 105 Plugins Page 107 Configuring a Plugin 107 Launching Site Specific Applications for Incoming ACD Interactions 108 Understandin
79. nently deletes the speed dial page and it cannot be recovered It is important to consider the possibility that another user may accidentally delete the last speed dial entry and you ll have to recreate the page if you wish to keep it on your client If you want to allow users the ability to change the name of this speed dial page check the Rename the Speed Dial box 7 To create the new speed dial page click OK The new page will be added to the Pages list on the Client Pages window Working with Speed Dial Pages Interaction Client NET Edition Call Center Agent User Guide 81 8 To add your new speed dial page to your Interaction Client NET Edition window check the box next to it in the Pages list and then click OK Add contacts to a speed dial page To add a contact to a speed dial page and create a new speed dial entry for it highlight the contact on a directory page then drag and drop it onto the tab of the speed dial page Note You can only add contacts to a speed dial page that come from general directories To view a list of general directories right click a tab in the section of the Interaction Client NET Edition and choose Pages from the menu that appears The Client Pages window opens In the Categories list click to expand the Directory node and then click General Directories A list of available directories appears in the Pages list on the right side of the window Updating a speed dial entry
80. nfiguration page Managing Phone Calls 32 Interaction Client NET Edition Call Center Agent User Guide To selectively redirect your calls 1 Open the Options menu and choose Configuration 2 Click Call Coverage Figure 7 3 Click the Coverage Option that specifies when you want calls to be forwarded Click the Forward check box to forward all calls of the designated type 4 Click the type of calls you want to forward All Calls Internal External or Unknown 5 In the Send my calls to field enter the phone number where calls will be forwarded This can be an internal extension or a remote phone number 6 If you specify an internal extension and that extension does not answer a forwarded call the caller can leave a voicemail If you want the voicemail to go to the Inbox of a different extension click or enter that extension in the combo box labeled If the caller leaves voicemail send it to 7 Click OK to save the changes and activate the call coverage options Set up follow me routing numbers 1 Open the Options menu and choose Configuration 2 Under the Calls container click Follow Me 3 In the Phone Number field enter the number you want the system to call if you aren t available 4 In the Timeout field enter the number of seconds you want the system to ring this number If you don t enter a number in this field the system defaults to 15 seconds 5 If you want call recipien
81. nfigure and choose Configuration from the menu that appears 2 To delete and completely remove this user from your list of available monitored users highlight the user and click the Remove button 3 Click OK to save your changes and return to the Interaction Client NET Edition window Implementing Personal Rules Interaction Client NET Edition Call Center Agent User Guide 67 Implementing Personal Rules You can use personal rules to automatically manage interactions After you create a rule Interaction Client NET Edition applies the rule when interactions arrive in My Interactions For example you can automatically display a desktop alert when you receive a call from your boss You set the conditions which control how a rule is triggered when it runs and what it does Create a personal rule 1 From the Options menu click Rules and in the Personal Rules dialog box click New 2 In the I want this rule to be based on section of the Rule Wizard select one of the following Template Build a rule based on a template Note A template is a pre built rule based on an event with various conditions actions and exceptions that you can customize using the Rule Wizard An Event Build a rule based on an event such as When I receive a call 3 Select a template or an event from the displayed list The default rule conditions appear in the lower part of the Rule Wizard Next perform either or both of the
82. notes to the chat session These notes are not seen by other the chat participants This feature may be helpful for supervisors or other IC users who may review or participate in this chat session Assign an Account Code or Wrap up Code to this interaction Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 87 Manage a chat session Interaction Client users can participate in intercom chats or web chats Chat sessions can include two or more users You use the toolbar or menus in the Chat Window to manage the chat session Chat window toolbar The Chat window toolbar contains buttons for most of the functions you need to manage a chat session Button Description Click Pickup to connect to the current chat session Click Hold to place the chat session on hold You may want to use this option if you want to free yourself up to take other interactions When you place a chat session on hold Interaction Client can send you another phone call email or chat session Button Description Click Transfer to transfer the chat session to another Interaction Client NET Edition user or workgroup When you transfer a chat session to another user IC includes the existing chat conversation with the transfer which enables the transfer recipient to review the transcript prior to joining the chat Click Voicemail to send the chat session participant or requestor to voicemail Click Di
83. ns that were loaded when you last closed Interaction Client NET Edition may be available 4 Some plugins require configuration If this is the case the newly enabled plugin appears as a node on the left side of the Configuration dialog box Select the appropriate node and complete the necessary configuration settings Figure 35 Plugins on the Configuration Page Enabling a Plugin Interaction Client NET Edition Call Center Agent User Guide 107 Plugins Page Use the Plugins page to enable the plugins you want to use in your Interaction Client NET Edition To enable a plugin 1 To access the plugin options from the Options menu click Configuration and click the Plugins node 2 Available plugins are listed in the Plugins page Select the checkbox for the plugin you want to enable Note A description of the currently selected plugin appears at the bottom of the Plugins page 3 Click Apply to save your selections 4 Click OK to close the Configuration dialog box Configuring a Plugin Some plugins must be both enabled and configured before using them In order for contact screen pops to occur after enabling the Contact Pop Outlook plugin see Configure Contact Screen Pop in the Interaction Client NET Edition Online Help To display the Call Control toolbar in selected Microsoft applications after enabling the Office Call Control Toolbar plugin see Call Toolbar for Microsoft Office in the
84. o cancel the action Or click the Transfer button or right click the call and choose Transfer from the menu appears The Transfer dialog box appears In the Transfer To box enter the transfer recipient s number and choose how you want to transfer the call Note You can also transfer a call by right clicking a name in any directory or by right dragging a call other than the one to which you are connected and choosing Transfer Connected Call from the menu that appears Transfer a call without consulting the recipient 1 Inform the caller of the transfer then in My Interactions click the call and either 2 Drag it to a name in the Company Directory or other available directory The Transfer window appears Click Yes to transfer or click No to cancel the action Or click the Transfer button or right click the call and choose Transfer from the menu appears The Transfer dialog box appears In the Transfer To box enter the transfer recipient s number and choose how you want to transfer the call 3 Click Transfer Now to immediately send the call to the recipient Transferring Calls Interaction Client NET Edition Call Center Agent User Guide 35 Transfer a call after consulting the recipient 1 Inform the caller of the transfer then in My Interactions click the call you want to transfer and either 2 Drag it to a name in the Company Directory or other available directory The Transfer window appe
85. o quickly select the appropriate wrap up code Wrap up codes do not have a default value If you don t select one of the pre defined wrap up codes no code is assigned Understanding wrap up codes Interaction Client NET Edition Call Center Agent User Guide 61 The wrap up code feature contains an optional window that remains open to remind you to enter an appropriate code Whether or not this window appears in your Interaction Client NET window is configured in Interaction Administrator Your administrator can also set up the length of time the window remains active before automatically closing See your system administrator if you have questions about this feature Note The reminder window also closes when you enter a wrap up code to assign to the interaction Understanding Generic Object Routing 62 Interaction Client NET Edition Call Center Agent User Guide Understanding Generic Object Routing Some companies may incorporate tasks specific to the organization into Interaction Client NET Edition and as such may implement the ability to route these ACD queue objects to agents or users within a workgroup While most interactions phone calls emails chat sessions and so on generally involve communication between two or more people generic objects are more task based unlike interactions that require some type of contact with another person For example a generic object may include a request to author a
86. oducts and some of the described features may not be available in your product How do I know if I have a documented feature Here are some indications that the documented feature is not available in your version The menu menu item or button that accesses the feature appears grayed out One or more options or fields in a dialog box appear grayed out The feature is not selectable from a list of options If you have questions about feature availability contact your vendor regarding the feature set available in your version of this product Introduction to Interaction Client NET Edition Interaction Client NET Edition Call Center Agent User Guide 3 Table of Contents Introduction to Interaction Client NET Edition 8 Terminology 9 Updating Your Workstation 12 Download an automatic update 12 Manual updates 12 Understanding Call Objects 13 Using the Call Control Toolbar 14 Customize the Call Control toolbar 15 Custom Buttons 16 Using the Directory toolbar 17 Customize the Directory Toolbar 18 Starting
87. of monitored users at a glance as well as set distinguishing characteristics to alert when a monitored user performs particular tasks such as engaging in a telephone call These alerts can include visual pop ups audible alerts or both Use the Configuration page to create Monitored Appearances Figure 17 Configure Monitored Appearances Monitoring Other Users 64 Interaction Client NET Edition Call Center Agent User Guide Set up monitored appearances 1 Open the Options menu and choose Configuration 2 In the Configuration menu click Monitored Appearances 3 In the Monitored Appearances area click Add The Add Monitored Appearance window opens 4 Click the arrow at the end of the Queue drop down box and choose a user to monitor In the Label box type a unique name for the monitored user then click OK 5 To add more users repeat steps 3 5 Note You can also drag and drop users from the Company Directory or any other available directory to your My Interactions area to quickly create a monitored appearance Customize monitored appearance alerts 1 Open the Options menu choose Configuration click Monitored Appearances and in the Monitored Appearances area choose the user whose alerts you want to configure Or on the client window in the Monitored Appearances area right click the user whose alerts you want to configure and choose Configuration from the menu that appears 2 Configure
88. oicemail is sent as a WAV file attached to an email Workgroup A defined group of users related by function department project or other organization Workgroups can have extensions and queues which enable all members of a workgroup to receive calls passed to the workgroup Updating Your Workstation 12 Interaction Client NET Edition Call Center Agent User Guide Updating Your Workstation Interaction Client NET Edition checks for software updates after a restart and then again every 24 hours after the restart Download an automatic update 1 When prompted by a dialog box indicating an update is available click Yes to download the update Overall Progress and Downloading indicators appear 2 When the download is complete click OK 3 Click OK to restart Interaction Client NET Edition and run the updated client or click Cancel to prevent your computer from restarting The updates will be applied after the next restart Manual updates 1 Open the File menu and click Check for updates 2 In the Options dialog box select the Interaction Client tab and click Check Now The Interaction Client NET Edition dialog box appears 3 Click Yes to download the updates or click OK if Interaction Client NET Edition is already up to date 4 If you downloaded an update click OK to restart Interaction Client NET Edition and run the updated client or click Cancel to prevent your computer from restarting The upd
89. ormation and other options when logging in There are three available tabs Connection Options and Other Connection Tab Use this tab to enter authentication details and server connection information Use Windows Login Authentication Select this checkbox to login to Interaction Client NET Edition using your Windows user ID and password Note The Interaction Administrator must first enable this option by linking Windows user names and Interaction Client NET Edition user names User ID Enter the name of your user account as set up in Interaction Administrator To verify your user account name contact your IC administrator Note If Use Windows Login Authentication is selected this field is disabled Password Enter your password as set up for you in Interaction Administrator If you have forgotten your password contact your IC administrator Note If Use Windows Login Authentication is selected this field is disabled Save Password Select this checkbox if you do not want to enter your password each time you login to Interaction Client NET Edition Note The password is saved to the i3client file profile securely and is only valid for this PC and this login For example if you attempt to use this profile on a different PC the password cannot be decrypted Host Enter the host name This is the machine running the Interaction Center SessionManager and BridgeHost For most installations this is the same
90. ould use to call the agent Persistent This is for remote access only Place a checkmark in this box and the connection to the IC Server remains connected from the first time you perform an operation until you log off the system Remove the checkmark in this box and the IC server terminates calls to your remote phone when either side disconnects for any reason This setting can also be turned off in Interaction Administrator If so after you log in you receive a message similar to this value is not recognized due to the setting in Interaction Administrator Note Usually this preferred setting prevents excessive long distance charges and keeps lines free Starting and Exiting Interaction Client NET Edition 22 Interaction Client NET Edition Call Center Agent User Guide Default i3client The first time you start Interaction Client NET Edition it automatically loads the Default i3client default settings file if it exists The Interaction Client NET Edition stores profiles here APPDATA Interactive Intelligence InteractionClient Profiles If this file does not exist the Startup Configuration Editor opens and you can enter the desired information in the appropriate fields The next time you open Interaction Client NET Edition the Startup Configuration Editor will be bypassed Instead of using the default you can click Start Programs and then Interactive Intelligence to open the Startup Con figuration Editor to crea
91. perations Select this checkbox to confirm drag and drop operations such as dragging and dropping calls on another call to create a conference call Confirm Single Click Dialing Select this checkbox to display a confirmation dialog box anytime you initiate a call by single clicking on a number in your Call History or Company directory This gives you the opportunity to click Yes or No before the call is dialed Enabling a Plugin Interaction Client NET Edition Call Center Agent User Guide 105 Enabling a Plugin Plugins are components that can be dynamically added to Interaction Client NET Edition to provide extended functionality Plugins are first made available on the IC server by an administrator then they become visible to you as an available option in Interaction Client NET Edition See the Plugins node in the Configuration dialog box for a list of plugins available in your installation Note In Interaction Administrator the IC administrator controls which plugins are visible to the end user in User Configuration Access Control The IC administrator can also designate a plugin as required Required plugins are included in Interaction Client NET Edition interface by default and do not appear on the Plugins Page Required plugins include Call History and Auto Status Changer Availability of plugins Plugins are first made available on the IC server by an administrator Access Control rights in Interaction Admini
92. r Supervisors receive assistance requests only if they are running Interaction Supervisor They do not receive assistance requests if they are running only Interaction Client Win32 Edition Interaction Client NET Edition or Interaction Client Outlook Edition Note For a supervisor to receive your request for assistance at least one supervisor must be configured for your workgroup in Interaction Administrator on the Roles Supervisor tab This enables you and other members of your workgroup to request assistance on ACD routed calls Requesting Help 1 In My Interactions highlight the call or web chat for which you need help On the Call Control toolbar click Assistance or right click the call and choose Request Assistance from the menu that appears Or In the Chat window click Assistance 2 The Request Assistance window opens Figure 32 In the Problem Description box type a brief explanation of why you need assistance Request assistance from your supervisor Interaction Client NET Edition Call Center Agent User Guide 99 Figure 32 Request Assistance window Agent view 3 To route the request to your supervisor click Send Or to cancel the request click Cancel 4 You can monitor the status of your request in the Responses box of the Request Assistance window Figure 33 Figure 33 Responses box of the Request Assistance window When you send the request the workgroup supervisor receives an assistance reques
93. rbit thereby removing the call from his or her station and enables the user to pick it up from another station Terminology Interaction Client NET Edition Call Center Agent User Guide 11 Park A feature used when transferring calls To transfer a call to an Interaction Client NET Edition user that is unavailable to take the call park the call on the recipient s extension When the recipient is free the call will transfer to his or her queue Queue In Interaction Client NET Edition a queue is a container for interactions that can be processed In Interaction Client NET Edition you ll encounter User queues Station queues Workgroup queues System queues and ACD queues Speed dial Speed dialing lets you quickly dial frequently called numbers Each speed dial entry on a speed dial page represents a number that you call frequently To add Speed Dial pages see Setting Page Options on Page 72 Status For a user queue a status is either available or unavailable or unavailable with a return time A status of unavailable can be displayed as On Vacation At Lunch In a Meeting or several other messages displayed in the Interaction Client NET Edition Return times are also set from the Interaction Client NET Edition User Queue A queue where interactions such as calls and chat interactions intended for an individual user are routed Voicemail Electronic voicemail In Interaction Client NET Edition v
94. reate a conference drag one connected call to another or right click the connected call and choose Create Conference You will see a new entry in the list entitled Conference Add someone to a conference session To add parties to a conference call drag and drop the connected call onto the Conference entry in the Interactions list Participate in a conference call using Join 1 Open the user or station queue you are monitoring 2 Select the call or conference call you want to join 3 Click the Join button You are now connected to the call or conference call already in progress Disconnect someone from a conference call 1 From the list of joined calls in the My Interactions list choose the participant you want to disconnect 2 Click the Disconnect button or right click and choose Disconnect from the menu that appears Working with Voicemail 40 Interaction Client NET Edition Call Center Agent User Guide Working with Voicemail With Interaction Client NET Edition you receive voicemail in the same place you receive email Any time a caller leaves a voicemail message for you the voicemail message is attached to an email and sent to your email account You can open your voicemail messages from your email Inbox or you can listen to voicemail from the optional Voicemail List page in Interaction Client NET Edition You can also listen to and manage your voicemail messages by using the voicemail featur
95. rmission to modify except for interactions marked Private Icon Display Examples In the following illustration the Record icon in the first column of My Interactions indicates that you are recording the interaction This line represents the recording you are making a recording object The Record icon in the Recs column on the line for the interaction indicates that someone is recording the interaction In this case it is you In the next illustration the Record icon in the Recs column for the interaction along with the absence of a recording object with a Record icon in the first column indicates that someone else is recording the interaction Determine if Someone is Listening to or Recording Your Interactions Interaction Client NET Edition Call Center Agent User Guide 103 If a number appears next to the Record icon it indicates the number of people who are recording the interaction A Record icon appears at the bottom of the Chat window if you initiate a recording during a chat session Recs and Lstns Columns Several settings control the behavior of recording and listening in Interaction Client NET Edition Recs and Lstns columns do not appear in My Interactions or other queue pages by default Before you can display these columns the IC administrator must grant you appropriate user rights Allow Monitor Columns in Interaction Administrator After the rights have been granted you must add the Lstns and Rec
96. s The range in seconds allows random reconnection which prevents all clients reconnecting at the same time and eases the load on the IC server Users may also choose to login manually Recording Your Important Prompts Interaction Client NET Edition Call Center Agent User Guide 25 Recording Your Important Prompts Personal prompts are messages you record and are played to people who call you The specific prompts played depend on your status The default statuses are divided into two categories DND Do Not Disturb and a form of Available Your IC system administrator assigns these attributes to statuses in Interaction Administrator For example if your status is DND e g At Lunch Out of Town Gone Home etc then calls are automatically directed to your voicemail the call does not ring to your station If you have recorded an Out of Office Message then your Out of Office Message immediately plays to the caller If you have not recorded an Out of Office Message then the appropriate status message plays to the caller The status message also plays if you have recorded the Out of Office Message but have not activated it If a status message is not recorded the generic message is lt Your name gt is not available Please leave a message after the tone If your status is a form of Available Available No ACD Available Forward Available etc then interactions alert your queue If you recorded a No Ans
97. s list Note Insert one or more Separator lines to divide the toolbar buttons into groups 3 To remove a button from the toolbar in the Current toolbar buttons list highlight the button you want to delete and click lt Remove The button should reappear in the Available toolbar Buttons list 4 To rearrange the order of your toolbar buttons in the Current toolbar buttons list highlight the button you want to move and then click Move Up or Move down depending on the location you choose to place the button until the button is in the desired place 5 To change the way the toolbar buttons appear click the arrow at the end of the Text Options drop down list and if you want a description of the button shown underneath the icon choose to Show Text Labels If you want to display only the icon choose No Text Labels 6 To configure the Call Control toolbar for another page click that page and repeat steps 1 5 7 To return a toolbar to the default configuration click the Reset button Using the Call Control Toolbar 16 Interaction Client NET Edition Call Center Agent User Guide Custom Buttons Your Interaction Center administrator can create custom buttons for the Call Control toolbar These buttons are defined in Interaction Administrator A custom button can invoke a handler or launch a local application The button can be set to be available always when any interaction is selected or when an active not dis
98. s play lt audio file gt to the caller or ring my PC with lt audio file gt 2 Click the lt audio file gt hyperlink displayed in the rule conditions The Audio Files dialog box is displayed 3 In the File Name list select an audio file from your personal storage area Or if the file you want is not listed click Manage In the Personal Storage Management dialog box click Add In the Open dialog box locate the appropriate wav file and click Open Click Close 4 In the Audio Files dialog box click OK The name of the selected audio file appears in the rule condition Copy a personal rule 1 In the Personal Rules dialog box select a rule 2 Click Copy 3 Click Edit to make changes to the copied rule or click OK to save the copy and close the Personal Rules dialog box Edit a personal rule 1 In the Personal Rules dialog box select a rule 2 Click Edit 3 Make any necessary changes 4 Click Finish 5 Click OK to close the Personal Rules dialog box Implementing Personal Rules 70 Interaction Client NET Edition Call Center Agent User Guide Rearrange personal rule processing order 1 In the Personal Rules dialog box select a rule 2 Click the up or down arrows to the right of the rule list to move the selected rule to a new position in the list 3 Click Apply to save the rule processing order 4 Click OK to close the Personal Rules dialog box Turn a personal rule on or o
99. s columns to the appropriate pages such as My Interactions Note Depending on settings established by your IC administrator in Interaction Administrator supervisors who listen to or record your call may not appear in these columns Warning Interactive Intelligence Inc disclaims any responsibility for end user or licensee to comply with federal or state law restrictions regarding Record or Listen capabilities of IC software The licensee hereby warrants and represents that the end user or licensee will use the product in compliance with any federal or state law Setting General Options 104 Interaction Client NET Edition Call Center Agent User Guide Setting General Options 1 From the Options menu click Configuration and click the General node 2 In the General page complete the fields as described below in General Options Settings 3 Click OK to close the Configuration dialog box General options settings Show actual status icon in system tray Select this checkbox to replace the Interaction Client NET Edition icon with an icon associated with your status Available Away from Desk etc You may want to show the actual status icon to see your current status at a glance You may however wish to turn this option off if you prefer to see the same Interaction Client NET Edition icon or if you have trouble remembering the application to which the status icons belong Confirm drag and drop o
100. sconnect to disconnect the current chat session Click Record to record the current chat session This recording is saved and sent to you as an email attachment after you end the chat session Clicking Record the first time starts the recording session for an interaction Clicking Record again stops the recording session for an interaction Working with Chat Sessions 88 Interaction Client NET Edition Call Center Agent User Guide Button Description Click Pause to pause the recording session Click it again to resume it session This button appears shaded if the interaction is not in a state in which this action can be performed Click Private to prevent other users from recording or listening to your conversation This button appears shaded if the interaction is not in a state in which this action can be performed Warning Use of the Private feature may be subject to your company s policies and should only be used in accordance with those policies IC handler customization can be used to track the use of the Private feature to ensure compliance with such policies If you re in a workgroup and you need help with a chat session from your workgroup queue click Assistance to request assistance from your supervisor Chat window menus The Chat Window menus contain options for most of the functions you need to manage a chat session Menu Options File Use the File menu options to end your participation in the ch
101. se optional steps or skip to the next step Name Change the rule name by typing over the default name in this text box Turn on Rule Clear this checkbox to suspend the processing of this rule at this time 4 Define any attributes in the rule conditions then click Next and further define the rule in the Rule Wizard There are three pages in the Rule Wizard They define rule conditions actions and exceptions For each page Select the checkbox for any item you want to include in the rule Clear the checkbox to remove an item from the rule Supply required attribute names or values 5 On the 1st Page In the When should the rule run page select checkboxes for conditions that cause the rule to run Supply required attribute names or values Click Next Implementing Personal Rules 68 Interaction Client NET Edition Call Center Agent User Guide 6 On the 2nd Page In the What do you want to have the rule do page select checkboxes for actions you want performed when the rule runs Supply required attribute names or values Click Next Note A rule must have at least one action Actions are performed in top to bottom order Use the up and down arrows to change the order in which actions are performed in the rule 7 On the 3rd Page In the Are there any exceptions when the rule should not run page select checkboxes for exceptions to the rule that cause it not to run Supply required attribute nam
102. strator then determine whether a plugin appears as an available option in Interaction Client NET Edition The list of available plugins appears in the Plugins page of the Configuration dialog box Contact your IC administrator if you have a question about the availability of a specific plugin Note Required plugins are included in Interaction Client NET Edition interface by default and do not appear on the Plugins Page Required plugins include Call History and Auto Status Changer In general the process of enabling a plugin includes these steps 1 The IC administrator makes the plugin available on the IC server 2 In Interaction Administrator the IC administrator controls which plugins are visible to the end user in User Configuration Access Control 3 You select the checkbox associated with the plugin on the Plugins page of the Configuration dialog box then enable it by selecting Apply or OK Enabling a Plugin 106 Interaction Client NET Edition Call Center Agent User Guide Note When you enable a plugin some necessary files are downloaded from the IC server to Interaction Client NET Edition Subsequently plugin availability is determined by comparing information on the IC server with corresponding information in Interaction Client NET Edition Therefore if you run disconnected or the server connection fails or you change to another IC server previously enabled plugins may not be available or only the plugi
103. t Refresh List 4 Select a voicemail message and click the Play button During playback you can also Click the Stop button at any time to stop playback Click a column heading to sort the voicemail list by that column Adjust playback volume and speed Right click on a message and select Delete to remove the message from the voicemail list Select a message and click Download to prepare the voicemail for PC Speaker playback Note A local copy is also saved whenever you play a voicemail message through the PC Speakers You can right click on a message and select Remove Local Copy to delete these downloaded voicemail messages from your local drive Working with Voicemail Interaction Client NET Edition Call Center Agent User Guide 49 Display the Voicemail List Playback interface The voicemail list includes a playback interface that enables you to listen to your voicemails on a choice of devices To display the voicemail list and player 1 In Interaction Client NET Edition do one of following Right click on a tab in the zone where you want to add the Voicemail list page and click Pages Right click on the blank part of the area where tabs appear in the zone where you want to add the Voicemail list page and click Pages The Client Pages dialog box appears 2 In the Client Pages window select Voicemail 3 Place a checkmark in the Private Voicemail box 4 Click Apply
104. t in Interaction Supervisor Also all supervisors on the same IC server see a popup toast assistance request Responding to a Callback request 100 Interaction Client NET Edition Call Center Agent User Guide Responding to a Callback request Using the Callback feature visitors to the Web site can leave a request for an agent to call them back A visitor starts the Callback process by clicking the appropriate button on the Web page and completing information in the Callback window Figure 34 Figure 34 Callback window From the web page the visitor enters a name and telephone number types the subject of the request and clicks the Send button The system sends the request to you in your Interaction Client NET Edition s My Interactions queue Note You can assign an account code and or a wrap up code per call as well as add notes related to the callback In addition if you prefer not to see the sidebar view click the splitter circled in red in Figure 34 to collapse that portion of the Callback window Respond to a Callback request 1 Double click the Callback interaction or highlight it and click the Pickup button The Callback window opens 2 Click the Make Call button to return the call Responding to a Callback request Interaction Client NET Edition Call Center Agent User Guide 101 Wrap up the Callback session for reporting purposes After you complete a Callback session for reporting purposes
105. t side of the Interaction Client NET Edition window Note Notice the Sales directory tab contains the focus indicator icon Figure 21 Example Sales directory before moving it to a new location Changing the Page Layout 76 Interaction Client NET Edition Call Center Agent User Guide The user clicks the Sales directory tab and drags it over the Interaction Client NET Edition window which will display the docking icons Ultimately the user chooses to release the mouse and drop the page onto the docking arrow on the far right side of the Interaction Client NET Edition window The Sales directory now appears on the right side of the client window Figure 22 Figure 22 Example Sales directory after moving it to a new location Turn off the ability to dock or rearrange pages Some users may find they do not want to rearrange pages or don t want to accidentally move a page in the middle of an interaction Interaction Client NET lets you to control the ability to drag and drop pages in the client window depending on your requirements To turn off the drag and drop feature open the Options menu and choose Lock the Pages A checkmark appears next to this option indicating that the pages are locked into place and cannot be moved to a new location If you decide you want the ability to rearrange pages simply repeat these steps to remove the checkmark next to Lock the Pages Return to a default page layout
106. te a new profile After you create the new profile click Save As to save the file to your desktop or another convenient place Use the format filename i3client for the filename When you double click that file you bypass the initial login screen and connect to the client If you want to change your startup settings right click on that file and select Edit Options Tab Use this tab to select details including Language Splash Screen and instances options as shown below Override Default LCID Select this checkbox to change the language used for Interaction Client Note This option is effective only when corresponding language modules have been installed on the server Interaction Client will pull the appropriate language packs it needs if available Show Splash Screen Select this checkbox to display the splash screen when starting Interaction Client NET Edition De select the checkbox to turn off the splash screen display Activate existing instance Select this checkbox for a previous instance of Interaction Client NET Edition will pop instead of starting a new instance saving loading time De select this option to load a new instance every time you start the client Note By selecting this option you can create a Windows shortcut to an i3client file and give it a shortcut key sequence You can then pop the client from any application For example you could create the shortcut key sequence as Ctrl Alt I Starting
107. teractions Screen pop functions are defined in Interaction Administrator Actions container This feature may or may not be available to you depending on the rights assigned to you by your system administrator If you have any questions about using enhanced screen pop capability see your administrator Understanding Advanced User Keyboard Shortcuts Interaction Client NET Edition Call Center Agent User Guide 109 Understanding Advanced User Keyboard Shortcuts Interaction Client NET Edition contains short cuts to increase proficiency with frequently performed functions The shortcuts work only if the call page or queue is selected before you perform the action by clicking the mouse or navigating with the Tab and arrow keys Note Shortcut keys apply to the active window Some Interaction shortcut key combinations are identical to some Directory shortcut key combinations so it is very important to be aware of which window has focus before you use the shortcut keys The focus indicator arrow will help show you which window has the focus Interaction shortcuts Shortcut Function Ctrl N Request Supervisory Assistance Ctrl B Call Back Shortcut Function Ctrl O Coach Ctrl Shift C Create Conference Ctrl C Copy to Clipboard Ctrl D Disconnect Ctrl H Hold Ctrl J Join Ctrl L Listen Ctrl U Mute Call Ctrl K Park Ctrl E Pause Resume Recording Ctrl P Pickup Ctrl I Private
108. the Startup Configuration Editor 4 Click Save Use a profile to login 1 In the Startup Configuration Editor on the Connection tab click Open 2 In the Open dialog box select the appropriate profile and click Open 3 In the Startup Configuration Editor click Connect Starting and Exiting Interaction Client NET Edition 24 Interaction Client NET Edition Call Center Agent User Guide Log out of Interaction Client NET Edition You can log out of the Interaction Client NET Edition and keep the application open by clicking Logout from the File menu This enables you to access directories when you are offline This is especially useful for remote users Exit Interaction Client NET Edition To exit Interaction Client NET Edition open the File menu and choose Exit Clicking the X which typically exits an application in the upper right corner of Interaction Client NET edition only hides it Note When you exit Interaction Client NET Edition and log out your non ACD Automatic Call Distribution calls ring on your telephone if the station associated with the telephone is set up as your default workstation in Interaction Administrator Otherwise the system announces to callers that you are not available Automatically reconnect to Interaction Client NET Edition If Interaction Client NET Edition loses the connection to the server it automatically attempts to re establish the connection every 20 to 90 second
109. tiate new Chat from the menu that appears The Chat window opens Note If the chat recipient does not answer you are prompted to leave a message Press Disconnect after typing the message Working with Chat Sessions Interaction Client NET Edition Call Center Agent User Guide 91 Pickup a chat request When someone sends a chat request to you Interaction Client NET Edition sends a message to your email account and the chat request appears in your My Interactions queue To join the chat session click the Pickup button The Chat window appears To pickup a chat session request Do one of the following In My Interactions highlight the chat request and click the Pickup button Note A chat request in My Interactions is indicated by the icon In the desktop alert toast popup click Pickup Note A chat request also appears as an alerting interaction in a desktop popup toast Desktop pop ups appear in the lower right hand corner of your Windows desktop Interaction Client NET Edition Edit a chat Session Use the Edit menu Figure 26 in the Chat window to copy all or part of a chat session to the Windows clipboard and from there to a text based Windows application For example you could copy the chat session text to Word or Notepad by clicking Select All and then clicking Copy Figure 26 Chat window Edit menu You can also copy text from files open in Windows applications to the chat session If
110. tive Intelligence and then click Support From the Help menu choose About and then in the About Interaction Client dialog box click the Feedback button Need Help Interaction Client NET Edition Call Center Agent User Guide 119 4 To submit product feedback and report bugs request enhancement or submit other product related information to Interactive Intelligence do one of the following From the Help menu choose Interactive Intelligence and then click Feedback From the Help menu choose About then in the About Interaction Client dialog box click the Feedback button 5 To submit documentation feedback send email to documentation inin com Notes 120 Interaction Client NET Edition Call Center Agent User Guide Notes
111. to save your selection 5 Click OK to close the Client Pages window Using Voicemail and Fax Paging 50 Interaction Client NET Edition Call Center Agent User Guide Using Voicemail and Fax Paging In Interaction Client NET Edition you can configure the alerts you receive for new voicemail messages Set voicemail alert options 1 To set voicemail and fax alert options from the Options menu click Configuration click the Alerting node and click Voicemail and Fax Paging 2 In the Voicemail Fax Paging page complete the fields as described in the following Voicemail Fax Paging options 3 Click OK to close the Configuration window Voicemail and fax paging options Administrators can lock configuration options so that they cannot be changed by individual users If the menu options on your configuration pages are grayed out you do not have permission to modify them If you have questions about configuration options and permissions see your IC administrator Alerting method Choose one of the following options in the Alerting Method section Do Not Send Me Alerts Choose this radio button if you do not want to receive alerts when you have messages waiting E Mail Address Choose this radio button to receive alerts at an email address Enter the email address in the text field next to the selection This can either be a standard email address or an email address that resolves to a pager Telephone
112. to set an account code for any incoming or outgoing interaction but you can only use the Account Code dropdown menu for outgoing interactions when you use the Number field and Make Call button You can also use the Account Code dropdown menu when you drag and drop an entry from an IC directory to the Number field Working with Account Codes Interaction Client NET Edition Call Center Agent User Guide 57 Assign an account code to an incoming interaction 1 Highlight the incoming interaction and click the Pickup button or pick up your telephone handset 2 Right click the interaction and choose Properties from the menu that appears The Interaction Properties window opens Figure 15 Figure 15 Interaction Properties window 3 In the Interaction Properties window click the arrow at the end of the Account Code field and highlight the account code you want to assign to this interaction 4 Click the in the top right corner of the Interaction Properties window to close it The code you assigned to the interaction appears in the Account Code column of your queue Assign an account code to an Interaction Object You can assign an Account Code to the following Interaction Objects Email session Chat session Callback Object For example while participating in a chat session in the Chat window click the arrow at the end of the Account Code field and highlight the account code you want to assign to this ch
113. ts to enter your Interaction Client NET Edition password to accept the call check the Pin box 6 To add another number repeat steps 2 5 7 To move a number up in the list highlight the number and press the Move up button To move a number down in the list highlight it and press the Move down button 8 To delete a number press Delete 9 To prompt callers for their name click the Screen Calls checkbox 10 Click OK to save your settings Managing Phone Calls Interaction Client NET Edition Call Center Agent User Guide 33 Start follow me routing 1 Set up follow me routing numbers 2 Change your status to Available Follow me Transferring Calls 34 Interaction Client NET Edition Call Center Agent User Guide Transferring Calls Interaction Client NET Edition lets you transfer and park telephone interactions in a variety of ways You can mute telephone interactions when you transfer them and you can transfer interactions with or without consulting the recipient Use the Transfer window Figure 8 Figure 8 Transfer window Transfer a call to another person In Interaction Client NET Edition you can transfer a call to another user Inform the caller of the transfer then in your My Interactions list click the call you want to transfer and either Drag it to a name in the Company Directory or other available directory The Transfer window appears Click Yes to transfer the call or click No t
114. wer Message and you do not answer an incoming call the alert times out then your No Answer Message plays to the caller If you have not recorded this personal prompt then the above mentioned generic message plays to the caller Figure 4 Personal Prompts page Recording Your Important Prompts 26 Interaction Client NET Edition Call Center Agent User Guide Understanding personal prompt options The Personal Prompts page Figure 4 includes the following options Activate Out of Office Message Select this checkbox to activate your Out of Office message Be sure to record your Out of Office Message before you use this option for the first time Activate Agent Greeting Select this checkbox to activate your Agent Greeting message Be sure to record your Agent Greeting Message before you use this option for the first time The following section describes the types of prompts you can record Record Out of Office Use this button to record a message played to callers when you have set your status to one of the unavailable statuses i e any status other than Available or Available Forward or Available No ACD You must also select the Activate Out of Office Message box Record No Answer Message Use this button to record a message played to callers if your status is in a form of Available and you do not pick up an incoming call You may not be at your phone or you may be talking on another line or you may c
115. window are required You can filter for any of the filter fields or none If you only specify a name and no filter criteria the directory will be created but will not contain any contacts Working with Interaction Tracker Filtered Directories 114 Interaction Client NET Edition Call Center Agent User Guide Figure 37 Interaction Tracker Directory Settings window 3 In the General Address and Attributes boxes specify the filtering criteria for the new Tracker directory The contacts created for this directory will be based on the information in the existing Interaction Center Tracker database Select the following information that you want to be considered when creating your new directory For more information on filtering criteria see Interaction Tracker Filtered Directories in the Technical Reference Documents section of the IC Documentation Library on the IC Server 4 To save your Interaction Tracker Directory settings click OK The new directory appears in the Pages area of the Client Pages window When you select the box the directory tabbed page appears in your Client Working with Interaction Tracker Filtered Directories Interaction Client NET Edition Call Center Agent User Guide 115 Add an Interaction Tracker Filtered Directory to your client window 1 Open the Options menu and choose Pages Or right click anywhere in the Interaction Client NET Edition pages area and choose Pages from the menu that
116. x Managing Phone Calls Interaction Client NET Edition Call Center Agent User Guide 31 Your IC administrator can create multiple Forwarding statuses if your site requires it For example you could have Available Forward Home and Available Forward Mobile To forward your calls to a remote number 1 Click the My Status drop down list 2 Select Available Forward from the list The Set Status Details box opens Figure 6 3 In the Forward Number field enter the remote telephone number for forwarded calls 4 Click OK Your status is set to Available Forward and all calls are forwarded to the remote number The forwarding number appears as a link next to the My Status drop down list 5 If you have previously set your status to Available Forward but want to change the forwarding telephone number click the link containing your forwarding number to the right of the My Status list 6 Make your changes in the Set Status Details box and click OK Selectively redirect your calls If you need to redirect some or all of your calls to another person use the Call Coverage configuration page Figure 7 to specify which calls to redirect For each of the call coverage options you can choose to forward all calls that come to you only internal calls only external calls from outside the office or only calls from an unknown source e g no caller ID or no match in the white pages database Figure 7 Call Coverage co
117. ying the voicemail Click to rewind 5 seconds Click to fast forward 5 seconds Click to mute playback Set the slider to the desired volume Set the slider to the desired playback speed Available speeds are half speed 0 5 normal speed 1 0 one and half times speed 1 5 and double speed 2 0 Open a voicemail message from your Inbox You can play replay rewind fast forward save and change the volume of the message by opening your voicemail message in your email Inbox You can forward the message to another person just as you would any other email message In addition you can configure the alerts you receive for new voicemail messages See Using Voicemail and Fax Paging on page 50 Note You can also listen to and manage your voicemail messages by using the voicemail features on your telephone See Using Interaction Voicemail Player Controls on page 45 By default voicemail messages begin to play automatically through your computer s speakers If you want the voicemail messages to play only when you click on the Play button in the Interaction Voicemail form from the Tools menu select Options and clear the Play voicemail automatically on open checkbox Working with Voicemail Interaction Client NET Edition Call Center Agent User Guide 47 To listen to your voicemail through your Inbox 1 Open your email Inbox 2 Open the email containing the voicemail message 3 Double click t
118. you have a standard reply to a frequently asked question stored in a document you could use Windows Copy and Paste operations to copy the response from this document to the dialog part of a chat session Then click Send just as if you d typed the response Working with Chat Sessions 92 Interaction Client NET Edition Call Center Agent User Guide Place a chat session on Hold You can place a chat on hold to free yourself up for other interactions When you place a chat session on hold Interaction Client NET Edition may send you another phone call email or chat session While a chat session is on hold you are free to make a call or initiate another chat session To place a chat session on hold in the Chat Window simply click the Hold button In the My Interactions page the chat s state changes to On Hold To return to the chat session click the Pickup button The Hold and Pickup actions are also available from the Actions menu in the Chat Window The Hold button is depressed while the chat session is on hold Also Held appears in the Status bar at the bottom of the Chat window Transfer a chat session You can transfer a chat session to another user or to a workgroup Use this option if you want an agent assigned to the type of request a chat recipient makes or if you want a more experienced agent to handle the chat request To transfer a chat session 1 To open the Transfer window do one of the followin

Interaction Client .NET Edition Agent User Guide

Contents

Download Pdf Manuals

Related Search

Related Contents