Octopus Open. - Alcatel
Contents
1. 1 2 3 4 Toolbar Agent information Agent status Call information 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 3 Chapter 1 3 2 1 3 3 1 3 4 Agent Assistant 5 Agent activity this area is presented in the supervisor manual 6 Phone number field Toolbar Agent Assistant B 6 Figure 1 3 Agent Toolbar The toolbar allows access to 1 Call Log see Call Log Customer information see Customer Database Agent parameters see Agent Parameters Agent Assistant information window this displays the application release ao Fen Online help Agent Information Pierre Extension 109 1 2 3 4 5 6 7 8 Figure 1 4 Agent Information Area This field contains The agent identifier The agent extension number Group number s to which the agent is assigned Performing an Outgoing Call The Click2Call feature enables an agent to perform internal and external calls Note All Click2Call calls are seen and recorded as professional calls The agent can perform private or Non Octopus Open Call Center outgoing calls by means of the telephone set but not through the Click2Call feature The Octopus Open Communication Server Universal Directiory Access UDA feature provides the Agent Assistant application with the internal directory numbers by invoking a Web Service request 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 12. 3 4 1 1 3 5 1 3 6 Agent Assistant The dial by name feature returns the phone number corresponding to a given family name From On Duty status the agent is automatically set to Clerical Work when he dials from the Click2Call From Off Duty or Temporary Absence status a confirmation pop up will be raised to the agent to accept or not the change If the agent accepts the change he is set automatically to Clerical Work before using the Click2Call feature If the agent refuses the change the operation is cancelled and he keeps his previous status After the conversation the Clerical Work icon will blink to warn the agent that he must change the status to On Duty or to confirm the fact he wants to remain on Clerical Work Performing Click2Call calls To perform Click2Call calls refer to Call Log and Customer Database Agent Status de LO 2s nn m n Agent Assistant 5 E Pierre Extension 109 1 2 3 4 5 6 7 8 Call qualification d E v E Waiting for calls Figure 1 5 Agent Status Area These icons display agent status To modify the status click the associated icon Icon Status Meaning On duty the agent is ready to answer calls the Force auto ba l matic call answer feature is disabled On duty the agent is ready to answer calls the Force auto A matic call answer feature is enabled O
3. E 1 4 Agent Information Jaer 1 4 Performing an Outgoing Call sss see eee 1 4 Agent SEE eee 1 5 Call Information NS 1 5 Phone Number FEIN l 1 6 MG pr 1 7 G stomer DANS T 1 10 Agent Parameters sese eee eee eee 1 14 Traffic ViIGUANIZANION aaa 2 E Ta eee Reese 1 16 Agent Administration Mode sss sss 1 20 Connecting as an Agent Administrator sse eee eee eee 1 20 Agent Assistant Administration sss eee eee 1 21 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 0 1 Call Center Agent Assistant Application User Manual DT 0 2 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant 1 1 Introduction to the Agent Assistant The Agent Assistant is a software to install on the agent s IT workstation It provides continuous communication with the call center integrated with the communications server In receive mode the Agent Assistant receives information on the Octopus Open Call Center Automatic Call Distribution load in real time and the agent can consult traffic statistics As the system receives an incoming call to the agent s station the Agent Assistant simultaneously receives all the information about the call the caller s waiting time caller number etc In this way the Agent Assistant can interact with external information systems to display the customer record In outgoing call mode the Agent Assistant offers the agent a user friendly addition to
4. groups Figure 1 21 Agent Right Configuration Window Modify password validate the check box to allow the agent to change his password Password enter a new password Call Log validate this check box to delete call log information for this agent on the local machine Visual Queue Control validate this check box to allow the agent to visualize the calls waiting in ACD group queues and to handle one of these calls see Calls Waiting in ACD Group Queues 3 Click Modify to validate the agent rights 4 Restart the application to take into account the modifications To close the ADMIN connection click Close at the bottom right of the window 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 23 Chapter Agent Assistant 1 24 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application
5. 2 Click a phone number or select the phone number by means of the keyboard 3 Click the call icon the call is launched Client info management Ex M Apply search filter Client information Number 2 Client information ustomer code 5678 Company Du Name Du Make a call Firstname Address Postal code SIC City Par Comments 118 0366676852 0606060620 b Simple Right Click 1 Right click the call icon 2 Select Make a call in the contextual menu the call is launched 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 13 Chapter Agent Assistant Client info management Ex F Apply search filter rat 28 01 2011 sndj28 01 2011 _ Lompany Telephone ustomer code v Name ity Pastal code Contract end date 1 3 10 Agent Parameters These parameters define the working environment for the agent To Modify agent parameters 1 Click the dej button The Agent parameters window is displayed 1 14 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant 6 Agent1 Extension 140 1 3 5 6 dy b2 I Q m Call qualification Agent Assistant CE NI Ga Waiting for calls Agent parameters M Unlog extension free seating mode M Start with agent on duty v Retain agent state when logging off M Always visible f H
6. Assistant B 6j A OJ 2 118 RE eo ACD Extension 101 1 a gt O A 3L OL Call qualification P E DP RST Oo Ga 00353 v Clerical work Client info management 6 Q I Apply search filter Chent information Creation date 28 01 2011 Call icon Telephone Home GSM Fax Email Call log Postal code City Contact end date Comments per Figure 1 12 Client Information Form The Client information tab provides access to the customer details in the Customer Information pop up window You can Modify the fields in the Customer information pages directly Click Change to confirm the modifications Consult the customer information click Cancel to close the Customer information page after consultation Perform calls through the Customer Information pop up window Note The Contract end date field is for information only It is not associated with any functionality and could be used for example to indicate the final date of the customer s contract 1 3 9 3 Performing Calls through the Customer Information Pop up Window There are two ways to perform a call through the Customer Information pop up window part of Click2Call feature a Simple Left Click 1 Left click the call icon to open a Make a call pop up window displaying the different numbers of the customer 1 12 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant
7. F S m a 7 d md SE n Er mm st E ll Eg i at gr je ai e a S S E ae 7 e s M ALU pa PANGA Octopus Open Call Center Agent Assistant Application User Manual DT annan nn nn nn nn nn nn nn 8 dk x Systems x on Legal notice T Systems and the T Systems logo are trademarks of T Systems Business Services GmbH All other trademarks are the property of their respective owners The information presented is subject to change without notice T Systems assumes no responsibility for inaccuracies contained herein Copyright 2014 T Systems All rights reserved The CE mark indicates that this product conforms to the following Council Directives 2004 108 EC concerning electro magnetic compatibility 2006 95 EC concerning electrical safety 1999 5 EC R amp TTE C Call Center Agent Assistant Application Chapter 1 Agent Assistant 1 1 1 1 1 1 2 1 2 1 1 2 2 1 2 3 1 3 1 3 1 1 3 2 1 3 3 1 3 4 1 3 5 1 3 6 1 3 7 1 3 8 1 3 9 1 3 10 1 3 11 1 4 1 4 1 1 4 2 Introduction to the Agent Assistant sees 11 Baal 11 ET 1 1 Connecting to the Agent Assistant eee eee eee 11 Connecting as an Agent eee 1 1 Connection Errors sse eee 1 2 Closing the Agent Assistant eee 1 3 Octopus Open Call Center Agent Mode 1 3 Agent Assistant Interface svaret 1 3 TOOBAL orere te Ste ete re nt ne E EE EE EEE E E
8. On clerical work the agent is not ready to answer calls The agent is completing administration work due to a previous call Temporary absence the agent is not available to answer calls TO Off duty the agent is not available Call Information The call information area gives information about the current call 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 5 Chapter Agent Assistant 1 3 7 Q 108 00 00 00 Call qualification 0 505 Ga RD 00 00 07 Alcatel lucent VIP Figure 1 6 Call Information Area Icon Meaning O This field displays the calling number mi Ia This field displays the dialed number This field displays the DTMF numbers dialed by the caller for client code identi fication C This field displays the called group An agent can belong to several groups This field displays the waiting time of the call This field displays the time spent in communication clerical work temporary absent Call qualification the agent uses this drop down list to qualify a call This qualification is used for agent group of agents calls and duration statistics the means and the total Items in the call qualification list are defined by the administrator of each group Phone Number Field This field allows to enter a phone number to call or to use the Dial by Name feature last name family name o
9. ailable groups Validate the associated check box to assign the group to the agent An agent is assigned to a group by the supervisor or can be assigned by the agent depending on specific agent access rights See Agent Assistant Administration Note 1 The groups names are configured in the Octopus Open Call Center general parameters of OMC see the Expert Documentation Modify the password validate this check box and fill the associated fields to modify agent password Specific rights are required Graphic validate this check box to display the agents in conversation and the status of the calls in the queue for each group to which the agent belongs see Traffic Visualization Chapter 1 3 11 3 Click OK to validate or click Cancel to close the Agent parameters window without saving Agent Assistant e Visual Queue Control validate this check box to visualize calls waiting in ACD group queues see Traffic Visualization Note 2 This field is available provided that the agent has the right to visualize calls waiting in ACD group queues This right is defined in the Agent Assistant Administration window see figure Agent Right Configuration Window e Group to visualize validate the associated check boxes to display the calls waiting in ACD group queues for the corresponding groups see Traffic Visualization Note 3 This field is available provided that the agent has the right to visualize calls waiting in ACD g
10. ant Application 1 9 Chapter Agent Assistant Agent Assistant Ue LO 129 2 E eo acd Extension 101 1 Q S y O m Call qualification c E RES gt S 2 Waiting for calls Call log O Date 01 02 2011 217 01 02 2011 z Requested Grp x Type v Time v Total 6 Qualified 2 Called part 1234567890 1 acd 00 00 34 505 102 Logistics 1234567890 5 00 01 47 TE Logistics 01 02 2011 13 34 07 k 00 00 26 Customer info Logistics 01 02 2011 12 40 48 p 00 00 03 01 02 2011 12 40 29 E 00 00 10 Logistics 01 02 2011 11 27 03 S 00 00 11 S Logistics 1 3 8 2 1 3 9 1 3 9 1 Performing calls through Customer Information Pop up Window See Performing Calls through the Customer Information Pop up Window Customer Database The customer database stores information on customers There is one customer form per customer To display the customer form Manual display click the button to display the list of customers and select your customer see List of Customer Automatic display when you are connected to a customer call the corresponding customer form is displayed automatically see figure Client Information Form The system retrieves customer information according to The customer code transmitted via DTMF e The calling number To select the used information see the Expert documentation When the custo
11. calls are taken into account in statistics in the clerical work activity To access the Call Log window click the B button amp Agent Assistant 6j 129 0 eo acd Extension 101 1 N Bo Cal qualification F e i 19 RZ 1 D Ga 2 E Waiting for calls m Call log N Date 01 02 2011 gt 01702 2011 Requested Grp v pr S kjen Total 6 Qualified 2 Called part _Caling party Type fRequested Grp 505 01 02 2011 13 36 37 1234567890 102 Logistics 01 02 2011 13 34 07 00 102 2 Logistics 01 02 2011 12 40 48 00 101 2 lt 01 02 2011 12 40 29 102 7 Logistics 01 02 2011 11 27 03 2 Logistics 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 7 Chapter 1 3 8 1 Agent Assistant Figure 1 8 Call Log Window The top part of the window is used to set filters These filters limit the number of displayed items Filters can be set for Date only calls received between the two specified dates are displayed Type only calls with the specified qualification are displayed Requested Grp only calls for the specified group are displayed If a call is displayed with a different Group defined by the filter it means that at the time of the call the requested group was closed or saturated and the call was treated by a different group Time only calls with a duration superior to the t
12. d see Agent Paramet ers Important When this information is complete calling name and number dis played the calling name is used Client code Client code of the calling party if defined 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant Field Meaning Company name Company name of the calling party if defined Waiting time in queue Time elapsed since the call has been waiting in an ACD group queue Number of calls Number of times the calling party has tried to reach an agent This counter is incremented each time the same client code is used to reach an agent If the client code does not exist the calling num ber is used to increment the counter The counter automatically resets After the calling party has been handled by an agent Ata given time By default the timer value is set to midnight 00 00 It can be modified in the agent assistant administration window see Agent Assistant Administration Total waiting time in Total duration the calling party has remained in the queue without queue being handled by an agent This includes all previous attempts per formed by the calling party to reach an agent Requested group Group to which the call is distributed Note Information on each call waiting in an ACD group queue is refreshed every second 1 3 11 3 Handling Calls Waiting in ACD Group Queues To handle a call waitin
13. ee parameters for the call the caller s number the number called and the user code The syntax is as follows program option 1 number_caller 2 number_called 3 user_code By default for example program option is the same as Wscript exe post_it vbs e Time of call counters resetting enter the time at which the counter and time duration applied to the calls waiting in ACD group queues are set to 0 When calls are waiting in ACD group queues while the timer is elapsed they remain in queue and the counters retain their value see Calls Waiting in ACD Group Queues By default the timer value is set to 00 00 midnight e When selecting any other item the rights of the selected agent are displayed in the right part of the window 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant Agent Assistant Administration List of all agents 10 Agent 10 11 Agent 3 2 Agent 2 141 4 Agent4 139 5 Agent5 142 M6 Agent 108 07 Agent 7 109 M8 Agente 110 3 Agent 9 111 101 138 Agents rights Label Change ACD group Modify password Password Call log Visual Queue Control fi Warning restart the application to enable any agent modifications Agent1 iV iW Erase lt l VA Modify Close You can modify the following information Change ACD group validate the check box to allow the agent to change his assigned
14. eues The concerned groups are the groups that the agent has decided to visualize Visualization may include groups to which the agent does not belong Select the groups to visualize by validating the Group to visualize check boxes of the Agent parameters window see Agent Parameters 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant The two areas can be displayed or hidden independently Note The groups names are configured in the Octopus Open Call Center general parameters of OMC see the Expert Documentation 1 3 11 1 Agents in Conversation and Status of Calls in the Queue Agents in conversation and status of calls in the queue are displayed in the traffic visualization window when the Graphic check box of the Agent parameters window is validated see Agent Parameters Agent Assistant j 6j gt j j 2 B Q Pierre Extension 109 1 2 3 4 5 6 7 8 Q 104 wl 00 00 00 Call qualification k A 506 Ga ro 00 00 14 Marketing zl eeeeece 4 Logistics f 5 Group5 6 Group6 7 Group7 I 8 Group8 Queue Status Agents in Conversation Figure 1 17 Agents in Conversation and Status of Calls in the Queue For each group the following information is displayed Agents in conversation on the right of the window Each green circle corresponds to an agent in conversation with a customer Status of each call in t
15. g in an ACD group queue the agent must be in any of the following situation status On duty Off duty Clerical work Temporary absence Standby time after call processing The agent must have the rights to Change from the current group to another one The Change ACD group option must be validated see Agent Assistant Administration Visualize the calls waiting in ACD group queues The Visual Queue Control option must be validated see Agent Parameters To handle a call waiting in an ACD group queue double click a row Note A confirmation pop up window is displayed if it is a call to a group to which the agent does not belong When agents select Yes they are automatically assigned to this group before the conversation starts When agents select No they remain in their current status After the conversation the agent status depends on the agent s status before the conversation and the group to which the call is directed The call is directed to a group to which the agent belongs e Ifthe initial agent status was Off Duty it is automatically set to On Duty after call pickup Once the call is released the agent status returns to Off Duty 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 19 Chapter Agent Assistant e Ifthe initial agent status was Clerical work Standby time or Temporary Absence it is automatically set to On Duty after call pickup Once the call i
16. he queue on the left of the window Each circle corresponds to one position in the queue The color of the each circle indicates the status of the position e Grey this position is empty e White a call is waiting in this position e Orange a call is waiting for a time exceeding the S1 threshold defined in system parameters e Red a call is waiting for a time exceeding the S2 threshold defined in system parameters Note 1 The number of circles is defined by the Queue Length The queue length is defined by the number of agents assigned to the queue multiplied by the number of calls per agent The Queue Length parameter is configured by the system administrator Example In figure Agents in Conversation and Status of Calls in the Queue In the RD queue there are four empty positions four grey circles and one agent is in conversation 1 green circle Inthe Accounting queue 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 17 Chapter 13 112 Agent Assistant e There are six waiting positions Two calls are waiting for a time exceeding the 52 threshold two red circles One call is waiting for a time exceeding the S1 threshold one orange circle e This queue is full no gray circle Three agents are in conversation three green circles Note 2 When a queue is full new calls are dissuaded In the Sales queue only one call is waiting and two agents are in con
17. his telephone set In practice agents cannot only declare their status more easily on duty off duty etc but also indicate their skills Octopus Open Call Center group declare themselves on any position free seating describe the calls and perform internal external calls There are two ways to perform an outgoing call By means of the telephone set This is not considered as an Octopus Open Call Center activity By means of the Click2Call feature from Call Log and Customer Information This is considered as an Octopus Open Call Center activity 1 1 1 Limitations Following the re looking of Octopus Open Call Center PC based applications from OmniPCX R6 0 up to recent and future implementations the Agent Assistant is no more windows like The consequences are The display font size for PC desktop screen must remain the default value 100 to guarantee a good display of all Octopus Open Call Center application layouts A mouse right click on the application icon on windows tasks bar has no effect no contextual menu is proposed In addition the minimal display resolution of the screen must be 1024 x 768 pixels 1 2 Connecting to the Agent Assistant There are two ways to connect to the agent assistant As an Octopus Open Call Center agent to process customer calls see Connecting as an Agent As the agent administrator to manage agent rights see Connecting as an Agent Administrator 1 2 1 Connecting as a
18. ide application while starting M Automatic Customer s info pop up 7 Modify the password Current password New password Confirm password M Graphic F Visual Queue Control Groups Group to visualize 1 RnD 1 RnD O 2Purchase 2 Purchase 3 Pre Sales O 3Pre Sales O 4 Logistics O 4 Logistics 5 Sales O 5 5ales 6 Os 17 MKT 7 MKT Os 8 I Automatically connect 172 26 184 34 ok x Cancel Figure 1 15 Agent Parameters Window 2 Validate one or more of the check boxes 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Unlog extension free seating mode validate the check box to change the agent state to Off duty on closing the application See Closing the Agent Assistant Start with agent on duty validate the check box to change the agent state to On duty on starting the application Retain agent state when logging off validate the check box to remain the same agent state on closing the application See Closing the Agent Assistant Always visible validate the check box to always display the Agent Assistant window in the foreground Hide application while starting validate the check box to hide the main application window when starting Click the icon on the task bar to display the application window Automatic customer s info Pop up validate the check box to display customer information when receiving an incoming call Groups this field displays the list of av
19. ime selected from the drop down menu are displayed The information for each call is displayed and includes Date the date and time of the call Client the client name Agent the name of the agent who dealt with the call Time the duration of the conversation with the agent Called Party the called number Calling Party the calling number Type the call qualification Requested Grp the requested group Notes Octopus Open Call Center incoming calls are indicated with green arrows Octopus Open Call Center Click2Call calls are indicated with red arrows Export Click Export to create a text file containing the information of the call log window In this text file fields are separated by a character The default name journal txt can be modified and the directory where to save the file can be changed Performing a Call from the Call Log Window There are two ways to perform a call from the Call Log window part of Click2Call feature a Double click a row 1 Double click a row from the call log to open a pop up window displaying the calling party phone number 2 Click the Call Icon the call is launched 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant b Right Click a row 1 Right click a row from the call log 2 select Make a call in the contextual menu the call is launched 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assist
20. mer code and the calling number are unknown in the database the system operates as if it was a new customer calling An empty customer form is displayed Automatic display requires that your Automatic screen pop up parameter is validated see Agent Parameters List of Customer 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant Agent Assi amp Client info management eo ee Pierre t Apply search filter GO t 8 5070472010 1 BTS va Ke sA Waiting for calls List Customer co kas gt New record 9999 Alsatel Demo Fran 67200 Strasbourg 1200 African cosmetics shop Di n Ca 67097 Strasbourg 231360 Total Dup Fran 75050 Paris 1 3 9 2 Figure 1 11 Customer List Tab The List tab displays the customer list You can Display or modify customer details double click a customer the customer information form is displayed see figure Client Information Form Create a new customer double click New record the customer information form is displayed see figure Client Information Form Filter the customer list validate the Apply search filter check box and fill one or several fields Suppress a customer record 1 Select a record 2 Right click 3 Select Suppress the record 4 Confirm the suppression Customer Form 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 11 Chapter Agent Assistant amp Agent
21. n Agent To connect to the Agent Assistant 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 1 Chapter Agent Assistant 1 Start the Agent Assistant The connection window is displayed Agent Assistant Server name O 127 Language English vi Password Hel s Figure 1 1 Octopus Open Call Center Agent Connection Window Select your identifier from the list of declared agents Extension enter the extension number associated with the agent PC Server name enter the name or the IP address of the communication server Language select the agent language W K H M Password enter your password optional This field is displayed only when a password is configured 7 Click Connection You are connected as an Octopus Open Call Center agent and the main window is displayed see Agent Assistant Interface Automatically connect validate this check box to connect automatically to the same server when the Agent Assistant starts 1 2 2 Connection Errors Connection fails when The number of connected agents exceeds the license number e Forthe Welcome Office package 10 agents are allowed e Forthe Welcome Office Pro package 20 agents are allowed 1 2 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant The selected agent is already connected on another workstation The workstation is already used by another agent 1 2 3 Cl
22. osing the Agent Assistant When the agent closes the application a confirmation window is displayed When the Agent Assistant is closed the agent status is set according to the agent parameters Unlog extension free seating mode and Retain agent state when logging off When Neither of the boxes is checked the agent is placed off duty automatically Nevertheless he has the possibility to set himself on duty via his associated phone set The Retain agent state when logging off is checked the agent status is not changed The Unlog extension free seating mode is checked the agent is placed off duty automatically and the associated workstation is no more handled by the call center To use again this workstation handled by the call center the agent must restart the Agent Assistant The Retain agent state when logging off and Unlog extension free seating mode check boxes are validated the agent is put off duty automatically and the associated workstation is no longer handled by the call center When the agent wants to use the terminal again as a workstation handled by the call center he must restart the Agent Assistant 1 3 Octopus Open Call Center Agent Mode 1 3 1 Agent Assistant Interface amp Agent Assistant l e Oj 2 S 9 Pierre Extension 109 oe 6 7 8 gt 7 l Call qualification Gal sg for _ Figure 1 2 Agent Main Window The agent interface includes several areas
23. r first characters of the last name Directly using the keyboard or By copying pasting a number from any document yellow pages e mailers text documents Search results may display several entries for a contact with for example main phone number mobile phone number and home phone number When a result returns a Collective Speed Dial number the main phone number is displayed in a specific format called destination number short code The destination number does not include the outgoing prefix This short code is the only number which can be used to redial Example 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application 1 3 8 Agent Assistant Perrot 0620950502 8000 Agent Assistant B 159 j 2 4 IGJ PERROT Pascal 33 2 9604 9414 Agent Extension 140 1 2 3 7 i 33 2 3550 4289 O 33 2 9604 8564 7 1027 E Da S ah e JIG PERROT MarieJose 331 4076 2543 A 2000 Ga AnD GYPERROTEY Didier 33 39067 6215 4 ACD busy IE PERROT Gregoire 33 1 3077 8424 Figure 1 7 Search Result Display Example To launch the call perform any of the following Press the Enter key Click the Call icon Call Log The Call Log window displays the history of calls which have occurred on the local machine Note All outgoing calls including the Click2Call feature are seen as Other Call There is no change in Octopus Open Call Center statistics Click2Call
24. ration operations and to modify agents rights Only the agent administrator can access this window Agent Assistant Administration List of all agents ao re ADMIN 2 Agent 2 141 773 Agen 140 4 Agent4 139 Agents rights 5 Agent5 142 S Ms Agent 6 108 7 Agent 7 109 Label ADMIN Ds Agent 8 110 Change ACD group gt e A Agen 3 1 Modify password 7 gt gen 11 Agent 3 138 Password o Calllog Erase Customer database Integrated mode standard Linked mode script C Specific mode Associated application Time of call counters resetting 08 32 f Warning restart the application to enable any agent modifications Close Figure 1 20 Administrator Right Configuration Window To modify agent rights 1 Select an agent from the List of all agents The current agent rights are displayed 2 Modify rights e When selecting item number 0 ADMIN the rights of administrator are displayed in the right part of the window see figure Administrator Right Configuration Window You can modify the following information e Password enter a new password e Call Log validate this check box to delete all call log information on the local machine e Customer database The call center manager indicates the mode of connection to the Customer Database The following choices are available e Integrated mode standard is the default mode the Agent application is 3EH21055DUAA Ed 14 Oc
25. roup queues This right is defined in the Agent Assistant Administration window see figure Agent Right Configuration Window e Automatically connect validate this check box to automatically connect to the same server when the Agent Assistant starts your modifications Traffic Visualization The traffic visualization window displays real time information on group activity amp Agent Assistant G A LO LZ S O Agent Extension 140 1 2 3 7 FER amp 1034 000046 Cal qualification rn amp ge 2000 Gal pro fooo03 a ACD busy 1 RnD seeeeeeeeer 2 Purchase 3 Pre Sales 7 MKT Calls in queue for Grp 1 2 3 4 7 8 Cali Degtounda Marcel 1025 Cosmopolite dance Center 1 RnD 00 0228 1 00 0228 RnD Meyer Denis 1026 Resto Au con du feu 00 0214 8 00 10 30 AnD test acd 1028 algatelus 00 01 58 4 00 09 58 RnD 1029 5 Stub Philippe 5 1041 3 1091 5 1030 7 Figure 1 16 Traffic Visualization Window Example The traffic visualization window provides two information areas 1 The top area displays the agents in conversation and the status of calls in the queue for each group see Agents in Conversation and Status of Calls in the Queue for each group The concerned groups are the groups to which the agent belongs The second area displays information on the calls waiting in ACD group queues before being distributed to a group see Calls Waiting in ACD Group Qu
26. s released the agent status remains On Duty after the standard standby time and must be changed manually if necessary The call is directed to a group to which the agent does not belong Once the call is released the agent remains in this group The agent must change the group manually if necessary 1 4 Agent Administration Mode 1 4 1 Connecting as an Agent Administrator To connect to the Agent Assistant 1 Start the Agent Assistant The connection window is displayed Agent Assistant x Server name O smb2068 178 Language French v Password e Figure 1 19 Agent Administration Connection Window 2 Select ADMIN from the list of declared agents Extension this field is not used leave this field empty or keep the default value The agent administrator has no extension 4 Server name enter the name or the IP address of the communication server Language select the agent language 6 Password enter the ADMIN password When the password is correct the Connection button color changes to green to indicate 1 20 3EH21055DUAA Ed 14 October 2014 Call Center Agent Assistant Application Agent Assistant that it is active 7 Click Connection You are connected as an agent administrator and the agent configuration window is displayed see Agent Assistant Administration 1 4 2 Agent Assistant Administration The agent assistant administration window is used to carry out some administ
27. tober 2014 Call Center Agent Assistant Application 1 21 Chapter 1 22 Agent Assistant provided with a Manage Customer Records program GestFiche exe to store key customer information and to ensure the customer record pops up on the screen Screen pop up when a call is received e Linked mode script this mode causes a script Windows Scripting Host to be executed during an incoming call and when the agent clicks the Manage Records button in the agent application The Agent application comes with a default script file The language used is VBScript However the call center manager can modify the script file as he sees fit to ensure it works with his applications This operating mode is generally used to access a customer database in MS Outlook It offers a great flexibility since all modifications can be made to the script without having to modify the Agent application Please contact T Systems Customer Service for any additional information you may need on using customized scripts e Specific mode This final mode works by connecting the Agent application to a third party application Several companies use their own Customer Relations Management software The call center manager can specify an application to be called up by the Agent application when receiving an Octopus Open Call Center call When a call is assigned to an agent the associated agent application runs the command line entered in this section followed by the thr
28. versation two green circles The other queues are closed Calls Waiting in ACD Group Queues Calls waiting in ACD group queues are displayed in the traffic visualization window when the Visual Queue Control check box of the Agent parameters window is validated see Agent Parameters Agent Assistant er OJ 129 6 G Agent Extension 140 1 2 3 7 w A O Q 1034 00 00 45 Call qualification nr RZ A 2000 Ga Brp 00 00 13 S A C D busy 1 AnD eeeeeeeeee 2 Purchase 3 Pre Sales FE ee Ee EEE EEE EERE ERT EEEEEEEEEEEEUTEEETTETEEE EE EE E OEE EEE Trane Calls in queue for Grp 1 2 3 4 7 8 Calling part Client code Degtounda Marcel 1025 Cosmopolite dance Center 00 02 42 1 4 1035 00 02 28 1 7 Meyer Denis 1026 Resto Au coin du feu 00 02 14 8 q test acd 1028 algatelus 00 01 58 4 4 21029 00 01 32 5 ein TS 4 21041 00 00 24 3 Z 1031 00 00 22 5 21030 00 00 16 ti 4 TETE j Figure 1 18 Calls Waiting in ACD Group Queues Display Example Calls waiting in ACD group queues are sorted in descending order of the greater waiting time duration For each call waiting in an ACD group queue the following information is displayed Field Meaning Calling party The incoming call is identified by the calling number or the calling name provided the Automatic Customer s info pop up check box of the Agent parameters window is validate
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