AgentCOM User Manual
Contents
1. Should incoming calls bring AgentCOMs windows to the front Profile Configuration AgentCOM Configuration xx General Profile URL Popup Other ID Portal Server fio 1 0 124 Extension 1000 Extension s secret ae Dialer port 10002 Table 1 2 Profile Field Description Example Server Enter the IP address or hostname of 10 1 0 124 5037 This will tell PBxware to which to connect AgentCOM to login to this IP using port 5037 Extension Extension number phone which is 1002 going to be used to log agents to Extension s secret Password that is used for that v2tr2232 efwe extension Dialer port If the dialer will be used within 10002 AgentCOM set its port here Tp Extension that is going to be used must have In Manager Proxy option turned ON in PBXware GUI URL Popup Configuration AgentCOM Configuration x General Profile URL Popup other ID Portal M Show URL Popup tab URL options Use URL specified in Agent TOM URL SSCALLERID macro can be used ww bicomsystems com One of the features that takes up most of the main AgentCOM screen is URL Popup which can actually show a webpage depending on the settings that you set here It can show the webpage of your favorite CRM to help the agent in his or her job such as searching for details on the caller etc Table 1 3 URL Popup Field Description Example Show URL Popup ta2. 1 0 gt lt CurrentCall gt lt CallTime gt s0 07 2010 158493 159 lt Caill times lt CallerNumber gt 104 lt CallerNumber gt lt CallerName gt Kiax Test lt CallerName gt lt Direction gt Inbound lt Direction gt lt Agent gt 1000 lt Agent gt Configuration lt AgentName gt Denis Test lt AgentName gt lt QueueName gt Denis lt QueueName gt lt QueueNumber gt 106 lt QueueNumber gt lt UniqueID gt 1280497695 52 lt UniqueID gt lt CurrentCall gt IDQ Portal x General Profile URL Popup Other IDG Portal fr Enable ICG Portal integration ICO Portal application path F Use AgentCOM username and password for authorization Username por K Password Set the parameters used for integration with the IDQ Portal phone database software Table 1 5 IDQ Portal Field Description Enable IDQ Portal integration Whether to enable integration with the IDQ Portal phone database IDQ Portal application path Path for the IDQ Portal application Use AgentCOM username and password for Whether to use AgentCOM s username and password or authorization set new ones here Username Username for IDQ Portal authorization Password Password for IDQ Portal authorization Chapter 2 Features The first time you start the AgentCOM application you will need to login either as a static agent or a dynamic one Profile Default Agent number 1000 FIN RE Agent type Callb
3. 1000 2518 1002 508 1003 51F 1006 Agentf1000 7 name Queue Prunber 10067 Hau busy 0 kcged in paused 0 ang Oh success ihi athan paproooe_clherts lot cherts agent 1000 chent_mame AgenbOOM v2 00 iert type agentcom cient uu 1504902 20 O94e ahtl 8630 6600 HE 41262305025 tenant coda ura AE E Lo ec zih L action l instant message list messages success 21 acttonid agentem nikis request success L type response callerid ankran callerid_nane SUTRA channel IPOD event i nea ehana state Down type event uid Le 2e calerid 10007 caler name ln channel SALE event n es callerid tre event uid e event extension hint estereo LOOD hint type event REC s Passien mom A ET mm ELLE M ann m nm TE Bahaba n A This window contains one menu which has three items Those items will allow you to copy the contents of the window to the clipboard clear the contents of the window or close it altogether Help gt About This menu shows the about window AgentCOM Version 2 00 Copyright c Bicom Systems 2008 Using Piw Frogy service 21
4. AgentCOM User Manual AgentCOM User Manual Published July 2010 Copyright 2003 2004 2005 2006 2007 2008 2009 2010 Bicom Systems Table of Contents OVA dd vi 1 GConfiguration ia A A A A a et Va 7 G n ral ei BEE REEL E ai E P E EEA AE acted SOER avashadueltises a teabarter T 7 Profle EEE ia e io ete RO aie a ten 7 URL POPU u er A A e Re RER bela 8 MMM dida 9 IDQ Fonai ia A A a tee im der ae CE it E 11 PAR FOAlUIOS latin 12 Active Gall WiINdoW sir Penn A ne Pie in 12 Queue Information aa a a T a aa ni en sant AN a A A in arte ie Ra een strates 14 Messages nn A ao RE 14 Integrated Web browser Annan nn annnnnnnnnnnnnnnannnnnnnnnnnnnnn nennen ENAA E da anne 15 3 MAI MENUS EEE ee EN RE JR RE S EEE EN on 17 A OR 17 MM a o lo cia 17 Show tabs in separate Window ss 17 Show tabs in AgentCOM Window uususssssssennenennnnnnsnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnenn 18 Hide tabs aa as ann seen nee annee ren tonne ent add ent herren eh 18 SKM Rene A Liebe AA SA aad ine end ee 18 Message Hist ne ata atada nt Mask Pt LR Cat tikes 19 Newark gt Den O xs ste Here ee ae ae tn cones ioe 20 Help SADO Ubica It 21 List of Tables AP dee a diol onal alt a da a Bene ale ha che A nal su Bette lea tains 7 PLOT rec a A E he e Be Ra AAE P tre CV te qu su re te 8 URL 2 0 010 0 ice 9 COME a A Aid 10 ADO Ponal tica tas o bl da a Ct e e eds ros Ec hub nn A pn re Ka 11 LOGIN WIN 0 W SEE e ed 12 Inor
5. P PBX Resellers Very best advice support and products help to our reseller network to win business and deliver a global competitive edge Bicom Systems proudly presents PBXware 6 Download Today Enterprise IP PBX SMB and Corporate IP PBX offerings featuring very latest VolP PSTN technologies coupled with unparalleled features sets and the upmost reliability demanded by today s enterprise markets Government Health amp Education Governments Health and Education organizations worlehwide tr vet and nea cur Call Center Solutions Low to hegh volume Inbound Outbound Call Center solutions with a focus on Business Processes Integrations with call recording and unlimited agents as standard offering Mission Critical Systems High Availability systems operation mode using server mirroring and our IP services delivery platform SERVERware for five nines Fault Telephony Service Providers Enterprise IP PBX Call Center Solutions IP PBX Resellers Press Releases Government Health amp Education Mission Critical Systems STOMERS Customers Ka METE Case Studies zj When application is in Skin 3 mode it will hide and show only an icon in the tray from which the user will get a popup which notifies him of incoming calls Inbound Call Queue Queue 1 1001 CallerID 1005 John Crichton Message History Message History lists all of the messages that the agent received
6. Y Download Today Call Center Solutions Low to high volume Inbound Outbound Cal Certer solutions with a focus on Business Processes Integrations with call recording and unlmkad agents as standard offering Mission Critical Systems High Availability systems operation 17 Main menu Show tabs in AgentCOM Window This is the default option in AgentCOM where the URL popup tabs are shown in the same window as other parts of the application Ei kara Hoari Hala Deris LOCO Siati en Ereerrir n o o 3 B A He anne banana Shen 00 si 1005 tw can Queue Queues 10011 E el 5 THES PANEL SHIS RECEDED PA FATE SYSTEMS Telephony Service sable redundant tumkey next generation Telephony Service Provider auktion Start ups to Legacy Providers Huki tenant recurrent baling shopping cart SRH beketing sod much more IP PBX Reselers vers best sdice support and products helo to nur reseller network Eo win business and delivers giobal competitive edge while maintaining quality no matter the market served ww Advanced Simplicity Bicom Systems proudly presents PBXware Download Today Enterprise IP PEX SMB ar Corporate 1P PEX ters feaburing very test VOIR FSTN technokeges coupled with unparalldad features gets andthe upmostrebablky demanded by today s enterprae markets Governments Haakh and Education organizations wondwida trust and use
7. ack Agent fw Enable Dialer Log In Table 2 1 Login window Description Example Select a profile to use for login The profile can be defined as a simple TXT file which has a name profileX txt where X is a number Ba server 192 168 0 12 username 6502 secret 4TRZBG65G Agent number Agent number used for logging in 1000 PIN PIN number of the agent supplied 7474 above Agent type Depending on what you select here Static Agent you will be a callback agent which means that on every queue call system will call your extension If you chose Static Agent your phone will be called and you will listen to music on hold until the call is put through Active Call window Features The Active Call window shows information about the caller and possible actions that the agent can take Denis Mr 1000 Callback Agent Available 1005 John Crichton NOT READY Call Status Answered Duration 00 03 04 Unique Call ID 1232294840 1 Queue Queue 1 1001 Accept cp Transfer eal IVR Transfer The top of the active call window shows the Agent s name and number whether it is a static or callback agent and his availability The circular red white button that you see on the top right is used to send an assistance request to the supervisor s that are monitoring agents with AQMON Table 2 2 Information about call Field Description 1005 John Crichton As seen in the example this will sh
8. b Whether to show URL Popups at all Checkbox URL options Use URL specified in AgentCOM or Use URL specified in AgentCOM URL specified in the Queue URL field in a queue in PBXware interface URL CALLERID macro can be Which URL to show in a popup for If using a CRM which can present used every call information about the caller you can use CALLERID macro to send the CallerlD to the CRM so that it can present the according information to the agent Other Configuration AgentCOM Configuration x General Frofile URL Popup ther Do Portal M Enable Hangup Button e Enable Reject Button J Enable Transfer Button J Enable IYR Transfer Button Y Write CurrentCall xmil File Table 1 4 Other Field Description Enable Hangup Button Whether to enable the hang up button for the agent to use Enable Reject Button Whether to enable the reject button for the agent to use Enable Transfer Button Whether to enable the transfer button for the agent to use Enable IVR Transfer Button Whether to enable the IVR transfer button which when pressed asks the agent to enter a number That number will be used as a context to which the caller will be sent to Custom AGI script on the PBXware will then decide what to do with the call Write CurrentCall xml file Whether to save the CurrentCall xml file for the current call taken by an agent O Tip CurrentCall xml file is in the following form lt xml version
9. cording and unlimited standard offering Mission Critical System High availability systems mode using server mire our IF services delivery p SERVERware for five niri Tolerant phone systers networks E Chapter 3 Main menu This chapter describes functionality of every single item from main menu File Table 3 1 Items in File menu Item Log Out Configuration Exit View Description When you click here the application will log out the agent using it This will bring up the configuration dialog which is described in Configuration Exits the application Show tabs in separate Window This option will show the URL popup tabs in separate windows as per the screenshot Ele Vers bewok Halo Cuero C1001 212 Qum 1006 512 THES PANEL SHOWS RECE MESSAGES CE mem bicomeyetene cor SYSTEMS Telephony Service Providers Scalable redundant turkey next generabon Telephony Service Provider soksions Start ups to Legacy Providers Nuki tenant recurrent biling shopping cart CRM bcheting and much more P PBX Reselers Very Dest advice support and Advanced Simplicity Bicom Systems proudly presents Enterprise PPBX SMB and Corporate IP P8X oMonngs featuring very latest VOIP PSTN technologies coupled wth unparalleled features sets and the upmost rakab ty domanded by today s enterprise markets Goverment Health amp Education PBXware P
10. from the supervisor s 19 Main menu Message History x From Message type Date Time Message avg 20 16 23 There are three unanswered calls in Queue 2 Operator Information avg 20 16 23 There are two unanswered calls in Queue 1 Operator Information avg 20 16 22 Please stay on the phone Operator Information avg 20 16 22 No problem Message There are three unanswered calls in Queue 2 Table 3 2 Message History Field Description From Which supervisor sent the message Message type Whether the message is an alert warning or info Date Time Date Time when the message was sent Message This row shows the first few words of the message that the agent received Message Complete text of the selected message Network gt Debug Info This menu will bring up a new window with two tabs containing debug output from the Manager and Dialer 20 Main menu Debug Info aton tulipe aons action en ti action agents agents t a 4 call duration 0 called channel T queue Sud sb rfo sgart number 1004 edenin Togn drebon 0 name Denis et status descrigtion rad obus i 5 status duration 13 success 11 action queues e A members 51P 1005 Agent LOU L name Queus 1 mumba 10017 skus busy 0 eoged jn L paisa 0 ring Ob Bf members SIP
11. iness and Education organizations our IP services deli deliver a global competitive edge worldwide trust and use our SERVERware for fin while maintaining quality no solutions with a variety of usage Tolerant phone sys matter the market served scenarios offering next generation Networks x rf Dialer Disconnected Connect AgentCOM is a desktop application that works on any Windows operating system The purpose of this application is to make day to day work easier for agents in Call Centers It enables the agent to easily answer the call reject it transfer to another number or interact with a CRM which can be shown to the agent vi Chapter 1 Configuration When AgentCOM starts for the first time the manager administrator will have to set up the server extension and password to which AgentCOM will send calls Clicking on File gt Configuration menu will bring up configuration dialog which the manager can use to set AgentCOM preferences ih Password that is used for accessing the configuration is the current date in this form DDMMYYYY General AgentCOM Configuration x General Profile URL Popup Other 10 Portal M Make AgentlOM primary application M Bring 4gentCOM ko frank on incoming call Table 1 1 General Field Description Make AgentCOM primary application Whether to set AgentCOM as always on top and not minimizable Bring AgentCOM to front on incoming call
12. mation about call ssrin en den A Ball 13 CONTOlbUHONS ira asi Savane AT Be NA PARU te ARS A AU NA nt cil aan 13 QUE a D 14 ltemsan Al MU a A 17 Message History cuidadosa 20 Overview Y AgentCOM Oj x Ele View Network Help Denis Nr 1000 Callback Agent ScreenPop available 390 A p wmuw bicomsystems com 1002 1002 Call Status Ringing Duration 00 00 09 Unique Call ID 1280500791 61 B com a ETE Queue Queue 1 1001 ATA Accent C2 Reject CD Transfer TVR Transfer Queues campaigns Bicom Systems proudly presents PBXware Download Today Advanced Simplicity MESSAGES Telephony Service Providers Enterprise IP PBX Call Center Solutic H Lt A Scalable redundant turnkey next SMB and Corporate IP PBX Low to high volume generation Telephony Service offerings featuring very latest Inbound Outbound Provider solutions Start ups to VolP PSTN technologies coupled solutions with a foc Legacy Providers Multi tenant with unparalleled features sets Processes Integrat recurrent billing shopping cart and the upmost reliability recording and unlin CRM ticketing and much more by today s enterprise standard offering markets THIS PANEL SHOWS RECEIVED MESSAGES IP PBX Resellers Government Health amp Mission Critical Sy Very best advice support and Education High Availability sys products help to our reseller Governments Health and mode using server network to win bus
13. om him her will be seen as a new message here Integrated Web browser The Integrated Web browser is used to show any information that the agent requires or to show the information from a CRM which is usefull if you want to pull information about the current caller or anything else call regarded The integrated browser uses your system s Internet Explorer as the engine Features GOO6 4 Screeneep Bicom SYSTEMS Telephony Service Providers Scalable redundant turnkey nest generation Telephony Service Provider solutions Start ups to Legacy Providers Multi tenant recurrent billing shopping ig CRM ticketing and much more Very best advice support amd products help bo our reseller network to win business and deliver a global competitive edge while maintaining quality re matter the market served hip hae binay bem oo Advanced Simplicity Enterprise IP PBX SMB and Corporate IP PBX offerings featuring very latest VolP PSTN technologies coupled with unparalleled faatures sats and the upmost reliability demanded by today s enterprise markets Government Health E Education Governments Health and Education organizations worldwide trust and use our solutions with a variety of usage scenarios cffenng next generation Bicom Systerns proudly presents PBXware FF Download Today Low te high volume Inbound Outbound Call solutions with a focus or Processes Integrations re
14. our solutions with a variaty of usage stananas offering react gereration Call Center Solutions Low Eo high ughe Inbound atbound Call aikkia with focus or Protesses Inbegratinne recording and unbmibed 3 standard offering Mission Critical System High dvaldabiity systems mode using server miro our F services delivery p SERVERWare for five nin Tolerant phone systems networks Hide tabs This option will hide the URL popup tabs and show only the main part of the application Skin AgentCOM has three skins that agents can use e Skin 1 is the default skin that you see when you run the program e Skin 2 changes the look of main part of the application Active call and queue info show less information while messages are not seen screenshot below Skin 3 hides AgentCOM altogether where the agent will only receive a popup from the tray bar when a call comes in When the application is in Skin 2 mode it looks like this Main menu AgentCOM DIX Fie View Network Help Agent Denis 1000 Queue Queue 1 1001 CalleriD 1005 John Crichton Call Status Answered Duration 00 01 29 Transfer etae too Total Calls Waiting SYSTEMS Advanced Simplicity Telephony Service Providers Scalable redundant turnkey next generation Telephony Service Provider solutions Start ups to Legacy Providers Multi tenant recurrent billing shopping cart CRM ticketing and much more I
15. ow the full CallerlD of the caller NOT READY This is a button which agent can use to put himself in not ready state so his client wouldn t receive any calls during that time When agent click on NOT READY button it will change label to a timer which will show the time that agent spent as not ready When you click on it again agent will start receiving calls again Call Status Status of the incoming call whether it is ringing or answered Duration Duration of the call in question Unique Call ID This field shows the unique call ID as seen in PBXware for current call Queue This field shows the name and number of the queue from which the call came Table 2 3 Control buttons Button Description Accept When AgentCOM is used in conjuction with PBXware dialer and the dialer is using the preview strategy this option is available The dialer will send the next call that will be made and the agent will be able to approve Features Description clicking on Accept or reject using the Reject button ex Hang up button Hangup Reject The Hang up button as its name suggests is used to hang up the call The reject button is used to reject a call coming from Dialer Transfer Transfer an incoming call to some other number IVR Transfer This button transfers the call to a given number context which is already created on PBXware On PBXware there is an AGI script which will then proceed with the call as the cus
16. tomer programmed it to Queue information The queue informaton tab shows basic information about queues of which the agent is a member Queues Campaigns Members Logged In Queue 1 10019 2 1 Queue 2 1006 5 2 Table 2 4 Queue information Field Description Queue Name This row show queue names and numbers Of course it will show only queues of which the agent is a member Members Logged In Shows the total number of members of the queue and the number of logged in members Waiting Shows the number of calls in the queue which are waiting to be answered hi Campaigns tab shows the name and number of members inside a campaigns if AgentCOM is used in conjuction with PBXware dialer Messages The messages section is used to show messages that supervisors send to agents Also you have the ability to send a message to your supervisor if you need to The top of the section has arrows pointing left and right which are used to browse through the messages that the agent has received Features MESSAGES Displaying 4 4 ALERT Sender Operator favg 20 16 23 There are three unanswered calls in Queue 2 The middle of the section shows the type of the message and message contents If you click on the Send message button you will have the ability to choose which supervisor you want to send a message to and then type the message you want to be sent The supervisor will see the message and any response fr
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