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1. Show Missed Calls z Tim David Tim David Tim David Tim David Tim David Grant Wilkins Grant Wilkins Matthew Smith Amy Watson Amy Watson Amy Watson Matthew Smith 2012 10 10 10 48 07 2012 10 10 10 14 16 2012 10 10 10 13 27 2012 10 09 16 40 56 2012 10 09 15 40 36 2012 10 08 11 20 16 2012 10 08 11 19 20 2012 10 04 15 16 01 _ 2012 10 04 15 06 37 2012 10 04 15 04 59 2012 10 04 15 02 49 2012 10 04 14 42 37 B EJ Missed Calls Call History Dialog Box CHAPTER 6 MANAGING CALL HISTORY 47 CHAPTER 7 E MAILING CONTACTS Call Center allows you to send an e mail message to a contact that has e mail configured in their User Profile in CommPilot You must also have messaging enabled within Call Center settings For information see 0 Settings Messaging Settings Messaging The E mail button appears when you select a contact that has e mail configured SEND E MAIL MESSAGE TO CONTACT To send an e mail message to a contact In the Enterprise directory move the mouse over a contact that has e mail address 2 Click E mail this brings up a new e mail window for the configured messaging service 3 Write your message and click Send CHAPTER 7 E MAILING CONTACTS 48 CHAPTER 8 MANAGING CONTACTS Use the Contacts pane to perform call and monitoring operations on your contacts and to manage your contacts directories SEARCH X ENTERPRISE X PERSONAL f R SUPE
2. 3 Check the box for the required queues and click Save Select a set of queues to be shown on the Dashboard Select All v TEAC Call Centre PremiumCallCentre Standard Queue Select SELECT VISIBLE FIELDS 1 Click on Options Li 2 Click on Select Visible Fields Select Queues Select Visible Fields Sort By Dashboard Options 3 Check the box for the required queues and click Save Select the fields to be shown on the Dashboard Select All Service Mode Current Calls in Queue Longest Waiting Call Expected Wait Time EWT Average Handling Time AHT Average Speed of Answering ASA Staffed ILE IS E I I lt Queue Select CHAPTER 9 MANAGING THE DASHBOARD 59 CHAPTER 10 GENERATING REPORTS The Premium Call Center provides reporting functions to agents are supervisors Agents can only generate reports about their own activity whereas Supervisors have access to reports on activity and performance of agents and call centers under their supervision The Premium Call Center supports Enhanced Reporting ENHANCED REPORTS The Enhanced Reporting feature enhances the reporting capabilities of the TIPT Premium Call Center solution Enhanced Reporting allows you to run reports and schedule reports to run in the future using pre defined templates Reports can be of type Agent or Call Center The report templates available to you depend on how your administrator has configured your system
3. 0458796541 03987458751 132132 0419390502 089874561222 Q 1 54 Edit Personal Contact Window Deleting Entry MANAGING SPEED DIAL NUMBERS You can add or remove Speed Dial numbers via CommPilot or in Call Center and the updates appear in both places The updates that you make via CommPilot appear only in Call Center at the next sign in To update speed dial entries using the client you can perform the following operations e Add Speed Dial Entry e Modify Speed Dial Entry e Delete Speed Dial Entry ADD SPEED DIAL ENTRY To add a speed dial entry 1 In the Speed Dial panel click Edit a 2 Click Add A new line is added below the existing entries allowing you to define a new entry Modify your speed dial lists Code Phone Number Description 0502 Matt 0512 Mia 0523 Grant 98746512 Help Desk 132134 Courier Edit Speed Dials Dialog Box Adding Entry From the code drop down list select a speed dial code In the phone Number text box enter the phone number to assign to the code In the description text box enter a description that will allow you to identify the entry pe GM 4e Close the dialogue box to save the entry MODIFY SPEED DIAL ENTRY To modify a speed dial entry P 1 In the Speed Dial panel click Edit 2 Double click the entry to modify The entry becomes modifiable CHAPTER 8 MANAGING CONTACTS 55 Modify your speed dial lists Phone Number 0502 0512 Grant 98
4. LEAVE in the Conference Call panel CHAPTER 4 MANAGING CALLS 40 MANAGING CONFERENCE CALLS You manage conferences in the Call Console pane 1 You use the Calls panel to establish a conference and add participants to it 2 You use the Conference panel to manage or end an active conference call You can only have one active conference at a time CONFERENCE CALL x amp Tim David 61 353950075 Active 02 50 amp Mia Davis 61 353950512 Active 01 33 Call Console Pane Conference Panel START THREE WAY CONFERENCE To start a conference call you need to have at least two current calls The calls can be received or made by you If required make calls using any of the methods described in section Making Outbound Calls To start a conference 1 Expand the Calls panel and select a call i Tim David 61 353950075 Sales Call Centre tel 61353950503 Held 00 13 00 2 i gt Mia Davis 61 353950512 Active 00 37 HOLD CONF ul EJ CONFERENCE CALL X No items to show Calls Panel Starting Conference Call l CONF 2 Move the mouse over a non selected call and click Conference A three way conference is established and the connected calls appear in the Conference panel CHAPTER 4 MANAGING CALLS 41 CONFERENCE CALL x amp Tim David 61 353950075 Active 02 50 amp Mia Davis 61 3532950512 Active 01 33 to Conference Panel Conference Call ADD PARTICIPANT TO
5. 2 Move the mouse over the call and click End END CONFERENCE To end the conference END 1 Inthe Conference Call panel click End Conference This will release all the calls that participated in the conference GENERATING CALL TRACE Call Center allows you to generate a trace on active held released or missed calls Note Tracing calls needs to be set up with the relevant Telstra division prior to this feature being configured in CommPilot by your Customer Group Administrator CGA You must be assigned the Customer Originated Trace service to use this capability CGA s cannot view the logs of a traced call Telstra will provide the information to your CGA A call trace contains the following information e The phone number of the user who initiated the trace e The date and time the call was received e he identity name and number of the caller if available Issuing more than one call trace request has no effect GENERATE CALL TRACE FOR SELECTED CALL To generate a trace for a selected call 1 Expand the Calls panel CHAPTER 4 MANAGING CALLS 43 2 Move the mouse over the target call and click Trace ii for that call GENERATE CALL TRACE FOR LAST RELEASED CALL You can generate a trace for the most recently released or missed call To generate a trace for the last released or missed call 1 In the Calls panel click Trace ae CHAPTER 4 MANAGING CALLS 44 CHAPTER 9 MONITORING SUPERVISORS The Premium Call Ce
6. KEYBOARD SHORTCUTS 82 EQUIVALENT MOUSE ACTION DESCRIPTION PAGE UP SPACEBAR PERIOD ENTER ENTER SHIFT 1 9 SHIFT 1 9 SHIFT 1 9 Sors Borb CHAPTER 13 APPENDIX C KEYBOARD SHORTCUTS Scroll up one page Select a call in the Call Console pane Click Answer on the selected incoming call in the Call Console pane Click End on the selected call in the Call Console pane Click Dial Click Search Click Transfer in the Dialer Select a ringing call and click Answer Select an active call and click Hold Select a held call and click Retrieve Click the Settings link Click the Back to Application link Goes to the previous page in the Call Console or Queued Calls pane Pressing 1 selects the first call pressing 2 selects the second call and so on Answers the selected incoming call or if no call is selected the incoming call that has been waiting the longest Pressing the SPACEBAR again answers the next longest waiting incoming call which puts the previously answered call on hold Ends the selected call If the cursor in placed in the Enter Number text box in the Dialer dials the entered digits If the cursor is placed in the Search Contacts text box performs a search Transfers the selected call to the ad hoc number entered in the Dialer Pressing SHIFT 1 selects and answers the first ringing call pressing SHIFT 2 selects and
7. Transfer End Ringing In Recalled Call Call Recalled Answer Conference End CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS 79 CALL TYPES This section defines different types of calls measured in call center statistics NAME DESCRIPTION A call delivered to a call centre pilot number that is directed to an agent via the ACD ep Del function A direct call to an agent Other calls treated as Inbound calls include Inbound Call e Calls that a supervisor retrieves from a queue e Calls that an agent receives due to a transfer from another agent Note that they may have originated as ACD calls Outbound Call An outbound call made by an agent Held Call An ACD call that was placed on hold by an agent Each time an agent places a call on hold it is counted as a held call An ACD call that was transferred to another number Transfers can be the result of manual transfers by agents transfers to voice mail because the calls were timed out and transfers by supervisors to alternate queues Transferred Call Note A timed out call is a call that is transferred due to exceeding the maximum wait time in a queue Answered Call An ACD call that was answered by an agent An ACD call that entered the queue but the caller hung up before the call was answered Abandoned Call or transferred An ACD call that was received and either answered or abandoned Overflowed calls are Reels Cel not included An ACD call that was receive
8. CONFIGURING AGENT 75 CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS ACD STATES ACD states specify the agent s availability to take calls The possible call states are as listed in the following table An agent can be in one of the following ACD states ACD STATE ICON DESCRIPTION Available Unavailable Wrap Up 3 3 Agent is available to receive ACD calls Agent can also receive direct calls This is the primary ACD state of an agent during the workday It indicates that the agent is at their workstation and either ready to take a call or on an active call ACD calls may be delivered to an agent who is in an Available state TIPT uses both the ACD state and the phone state of the agent to determine whether to route a call to the agent By default agents receive calls when they are available and their phone is Idle However this behaviour can be overridden if Call Waiting on agents is enabled for the call center which allows for new calls when the agent is available and on an active call Agent is unavailable to receive ACD calls Agent can still receive direct calls The Unavailable state should be used when the agent is away from their workstation and not available to take calls ACD calls are not delivered to agents in an Unavailable state This state should be used when the agent is at lunch on a break in a meeting or engaged in some other activity while they are at work but unavail
9. Center Lincoln Cara Wilkins Grant Brown Jacqui Smith Matthew Davis Mia 61353950512 61425857661 Mobile Enterprise Panel Contact Details PERSONAL PANEL The Personal panel contains the contacts from your TIPT Personal Phone List It displays the name description and phone number of each contact For information about managing your personal contacts see Managing Personal Contacts Y PERSONAL p x Samuel Webb Taxi Warren Mobile Xu Ashcroft Contacts Pane Personal Panel SUPERVISORS PANEL The Supervisors panel available to agents contains the list of your supervisors The main purpose of this directory is to allow you to quickly contact a supervisor SUPERVISORS amp e SX Q Davis Mia Contacts Pane Supervisors Panel 2 Selected supervisors have their call status displayed For more information see Chapter 5 Monitoring Supervisors SPEED DIAL PANEL The Speed Dial panel displays and allows you to manage your Speed Dial 8 and Speed Dial 100 contacts For each speed dial number Call Center displays the speed dial code the description and the phone number The description is what you entered when configuring the number CHAPTER 3 EXPLORING THE WORKSPACE 24 SPEED DIAL Xx 2 Matt 3 Mia 4 Grant 01 Help Desk 99 Courier Contacts Pane Speed Dial Panel QUEUES PANEL The Queues panel is available to both agents and supervisors It lists the call centers you are staffing as an
10. agent or monitoring as a supervisor The primary purpose of this panel is to provide you with a quick way to transfer calls to queues QUEUES A Sales Training Contacts Pane Queues Panel CALL HISTORY The Call History dialog box accessed via the Call History button in the Calls panel allows you to view your past calls Missed Received and Placed You can place a call to a number from Call History and manage call logs show missed Cals ke Tim David 2012 10 10 10 14 32 Tim David 2012 10 10 10 13 57 Mia Davis 2012 10 08 11 2232 Mia Davis 2012 10 08 11 21 41 Matthew Smith 2012 10 04 14 45 19 Amy Watson 2012 10 04 10 46 48 Matthew Smith 2012 09 25 17 00 28 Mia Davis 2012 09 25 16 58 47 Matthew Smith 2012 09 25 16 29 16 Matthew Smith 2012 09 25 16 28 32 Matthew Smith 2012 09 25 16 27 48 Matthew Smith 2012 09 25 13 35 10 XJ o nanan an Am amm nan Call History DASHBOARD PANE The Dashboard pane displays an overview of queue activity for agents If thresholds have been configured for the call centre the visual indications will display for the relevant section For more details see Chapter 9 Managing the Dashboard CHAPTER3 EXPLORING THE WORKSPACE 25 PremiumCallCentre Service Mode Mone Current Calls in Queue 04 Longest Waiting Call an po EWT 07 33 AHT 07 33 ASA 00 00 Staffed 17 3 TEAC Call Centre Service Mode Mone Current Calls in Queue OS Longest Waiting Ca
11. and appear on a line entry only when you move the mouse over that entry and when the corresponding action can be performed on that entry For example when you select a contact in the Enterprise directory the relevant buttons may appear on a contact depending on the call state and the contact s configuration which enable you to perform the appropriate action No buttons appear on the remaining lines entries calls The following table lists the action buttons available in Call Center BUTTON DESCRIPTION A This dials the number you entered in the Dialler Dial This places a call to the selected contact or to a number from Call History This redials the last dialled number This dials the contact s extension EN Extension MOB This dials the contact s mobile number Mobile EMAIL This brings up a new e mail message window with the contact s e mail address E mail allowing you to send a message to the contact This will transfer a call to an ad hoc number entered in the Dialler Transfer CHAPTER 3 EXPLORING THE WORKSPACE 27 BUTTON DESCRIPTION THR Transfer Answer nui Hold END End TRACE Trace CONF Conference Cam ESC Escalate Call iini Emergency Call Delete Call Log CONIROLS This transfers a call to a selected number or contact This answers an incoming call answers an unanswered call for a contact or resumes a held call T
12. identity for the next call 1 In the Dialler click the Dial As button and select the number from the drop down list The number you select will be displayed as your CLID when you make the next call Lntar fliers be i jm j Redial D884414117 0884414159 la tems ta showy Mone CHAPTER 4 MANAGING CALLS 36 Dialer Setting Outbound CLID PLACING CALLS ON HOLD RESUMING CALLS You can only put an active call on hold Note When using the Remote Office service the Hold Resume buttons are disabled PLACE CALL ON HOLD To place a call on hold 1 Click Hold HOLD Fi the target call RESUME HELD CALL To resume a held call 1 Click Answer for the target call TRANSFERRING CALLS There are a number of ways in which you can transfer a call blind transfer transfer with consultation and transfer to queue BLIND TRANSFER Use this method to transfer a call to another number without providing an introduction to the destination party To blind transfer a call to an ad hoc number 1 From the Call Console panel select the call to transfer Transfer 2 Inthe Dialer enter the destination number and click Transfer The call is transferred and removed from the Call Console panel To blind transfer a call to a contact 1 From the Call Console panel select the call to transfer 2 n the Contacts pane expand the panel from which you want to select a contact 3 Click the destination con
13. requirements set on TIPT Note 2 To ensure secure access Change Password functionality is only available if HTTPS is used to communicate with the system To change your password 4 Click the Change Password link The section expands allowing you to change your password General Account Change Password Old Password New Password Confirm Password Change Password CHAPTER 11 CONFIGURING AGENT 66 Account Change Password 9 Enter you current and new password and click Change Password Note The Reset button does not reset your password It only clears the input boxes HOTEL GUEST This setting allows you to configure the Hoteling guest which is required when you use Call Center from a Hoteling desk device This way you do not need to enter this information every time you sign in to Call Center provided that you use the same Hoteling device 1 In the text box enter the username of the Hoteling host that corresponds to the desk device you are using for example O3xxxxxxxx acme com SCREEN POP This feature is currently unavailable DATE FORMAT The following settings allow you to configure date and time formats used in reports as well as the day of the week to start reports e Date Format This setting allows you to select the format for displaying dates in reports The format is used for all dates that are included in the generated report TIME FORMAT e Time Format This setting al
14. select agents from the drop down list Note This parameter is disabled when an agent runs the report since agents can only run reports about themselves For Call Center reports it specifies the call centres to include in the report You can check All Call Centers Call Center If you check Call Center select call centers from the drop down list This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval The Call Completion service level can be set to 1 through 7200 seconds This setting is used to count the number of ACD short duration calls completed by an agent during an interval You can set the maximum length of a short duration call to 1 through 7200 seconds This setting allows you to provide up to five service levels used to perform service level calculations for each call centre Each service level can be set to 1 through 7200 seconds These settings are used to determine whether certain types of calls should be included in the service level calculations e Check Include overflow time transfers in service level to include calls transferred due to time overflow e Check nclude other transfers in service level to include calls transferred for other reasons e Select one of the following options for abandoned calls e Ignore all abandoned calls to exclude all abandoned calls e Include all abandoned calls to include all abandoned calls e Include
15. the following services and features is provided e Do Not Disturb DND e e Call Forwarding Always CFA ac e Busy phone state e Voice Messaging CHAPTER 3 EXPLORING THE WORKSPACE 17 The Voice Messaging icon is present only if you have outstanding voice messages CALL CONSOLE PANE You use the Call Console pane to view and manage your current calls For information on managing your calls see Chapter 4 MANAGING CALLS CALL CONSOLE FF hh Enter Number F Call Center PremiumCallCentre 4112 Call Centre Premium tel 61884414116 gt CONFERENCE CALL Ma tems ta showe Call Console Pane The Call Console pane contains the following areas e Header Bar e Dialer e Conference e Conference Call Pane e Call States HEADER BAR The header bar contains various controls that allow you to configure your services and perform call and service related actions CHAPTER 3 EXPLORING THE WORKSPACE 18 Gale Call Console Header Bar The header bar can contain the following controls Uu l l M e Disposition Code button mi This allows you to assign disposition codes to the last call The button only appears when you are in Wrap Up state e Trace Call button ae This allows you to attach a trace to the last call e Call History button placed calls This allows you to access the list of your previous calls missed received and am e Auto Answer button This allows you to enab
16. to counts of the number of ACD short duration calls completed by an agent during an interval You can set the maximum length of a short duration call to 1 through 7200 seconds e Default Start Day of Week This setting applies to interval based reports when the selected sampling period is Weekly It can be set to any day of the week CHAPTER 11 CONFIGURING AGENT 74 SETTINGS ABOUT You use the About tab to view the information about Call Center ass severs Ave ween hoot IA About Version T Telstra IP Telephony Call Centre BroadWorks Call Center R19 0 24 Profile BW Web Call Center 19 0 24 rev2 InternalL DAP arning This computer program is prote y the copyright law and international treaties Unauthorized reproduction or dis ion of this program or any portion of it may result in severe civil an isclaimer Warning Thi ut i tected by th ight la d int tional treaties Unauthorized ductio distributi fthi rtion of it It i ivil and criminal penalties and will be prosecuted to the maximum extent possible under the law Copyright 2012 BroadSoft All Rights Reserved BroadWorks and BroadWorks Call Center are trademarks BroadSoft inc Settings About The following information is provided on this page Version This is the name and software version of TIPT Call Center client Profile This is the Call Center client profile used Disclaimer This is the Call Center copyright information CHAPTER 11
17. you generate and e mail message in Call Center e SMTP Host This is the IP address of the SMTP host CHAPTER 11 CONFIGURING AGENT 73 e SMTP Port This is the port of the SMTP host e Outgoing SMTP Server requires Authentication When this option is set authentication is required to send e mails e Username This is the name you must enter to authenticate yourself e Password This is the password part of your authentication credentials e Mail Type This is the type of mail to use e Mail Template This is the mail template to use SETTINGS REPORT You use the Report tab to configure values to be used as default input parameters for generating reports If you do not provide any values system defaults are used You can change those values as required when generating reports Default Thresholds Call Completion Short Duration Call Default Start Day Of Week Sunday m Settings Report DEFAULT THRESHOLDS These settings allow you to configure the thresholds that will be used by default when you generate reports that require you to provide thresholds This is useful if you often use the same threshold values You can always change a default value when required e Call Completion This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval The Call Completion service level can be set to 1 through 7200 seconds e Short Duration Call This setting is used
18. 11 Configuring Agent LOGO PANE CHAPTER 3 EXPLORING THE WORKSPACE 16 The Call Center main window interface contains a logo pane which displays the Call Center client or company logo global messages links to other interface elements or Call Center functions and information about the logged user T Call Centre Call Center Logo Pane GLOBAL MESSAGE AREA The Global Message Area is the center area of the logo pane and is used by Call Center to display various information warnings and error messages to the user A message is displayed for several seconds and then disappears This area will also display alerts for queue thresholds and details of inbound queued calls that are being presented to you Telstra IP Telephony Reporting Back To Application Help Sign Out Call Centre Logo Pane with Global Message LINKS TO OTHER INTERFACE ELEMENTS AND FUNCTIONS The logo pane displays links to the Report windows Settings pages as well as the Help and Sign Out links Reporting Settings Help Sign Out acn amp oc ERIT Logo Pane Links LOGGED USER INFORMATION Information about yourself that is your name phone number your availability to take calls and your voice mail status is displayed at the top right of the main interface Your current ACD state is displayed to the left of your name You can change your ACD state by selecting a new state from the drop down list 1 ACD State Information about
19. 746512 Help Desk 132134 Courier Edit Speed Dials Dialog Box Modifying Entry 3 Modify information as required 4 Press Enter to save the information just modified 9 Close the dialogue box DELETE SPEED DIAL ENTRY To delete a speed dial entry 6 Inthe Speed Dial panel click Edit d 7 Select the entry to delete and click Delete Modify your speed dial lists Number 0502 0512 98746512 Help Desk 132134 Courier Edit Speed Dials Dialog Box Deleting Entry 8 Close the dialogue box to save the change CHAPTER 8 MANAGING CONTACTS 56 CHAPTER 9 MANAGING THE DASHBOARD The Dashboard pane displays an overview of queue activity for agents PremiumCallCentre Service Mode Mone Current Calls in Queue 04 Longest Waiting Call an po EWT 07 33 AHT 07 33 ASA 00 00 Staffer 17 3 TEAC Call Centre Service Mode Mone Current Calls in Queue 3 Longest Waiting Call 00 00 EWT 00 00 AHT 00 00 ASA 00 00 Staffed zu Dashboard The information displayed is Queue Name Name of the queue Service Mode Current mode of service Current Calls in Queue current number of calls in the queue This is a ratio actual number of calls queue length Longest Waiting Call The amount of time the oldest call has been in the queue EWT Estimated Wait Time the estimated time it will take for calls to be answered once they are in the queue AHT Average Handling Time the average time it takes to process a cal
20. CONFERENCE Note To add participants to a conference you need to have the N Way Calling service assigned To add a participant to a conference 1 If the call you want to add to the conference is not yet established place the call CONF 2 n the Call Console panel move the mouse over the call and click Conference CONF The call is added to the conference HOLD CONFERENCE To put an active conference on hold HOLD 1 Inthe Conference Call panel click Hold Conference HOLD This allows other conference participants to continue their conversation RESUME CONFERENCE To resume a conference call that you previously put on hold ANS 1 In the Conference Call panel click Resume Conference ANS All the calls in the conference become active HOLD PARTICIPANT To put a specific conference participant on hold 1 Expand the Conference Call panel HOLD 2 Move the mouse over the target call and click Hold HOLD TAKE PARTICIPANT OFF HOLD To resume a participant s held call 1 Expand the Conference Call panel ANS 2 Move the mouse over the target call and click Resume ANS CHAPTER 4 MANAGING CALLS 42 LEAVE CONFERENCE To leave the conference A 1 In the Conference Call panel click Leave Conference The other parties continue their conversation Note This function is only available for three way conferences END PARTICIPANT To end a selected call in a conference Expand the Conference Call panel
21. For calls from a call center the following information is displayed e Calling party name e Calling party number e Call center name followed by the time the call has been waiting in queue Wait Time e Number of calls in queue Queued Calls CALL NOTIFICATION POP UP For calls to your direct number or extension the following information is displayed e Calling party name e Calling party number CHAPTER 4 MANAGING CALLS 32 Call Notification Pop up Window for a Non ACD Call For calls from a call center the following information is displayed e Calling party name e Calling party number e Call center name followed by the time the call has been waiting in queue Wait Time e Number of calls in queue Queued Calls Call Notification Pop up Window for an ACD Call Note 1 You have to have only one tab open in the browser running Call Center to receive call notifications Note 2 If calls come within eight seconds of each other the Call Notification pop up window appears only for the first call of that series RECEIVING ANSWERING AND ENDING CALLS You can answer calls manually or have your phone automatically answer incoming calls ANSWER CALL Note When using the Remote Office service the Answer button is disabled To answer a ringing call 1 Inthe Calls panel click Answer To answer an incoming call from a Call Notification pop up window 1 Click on the text in the pop up window CHAPTER 4 MANAGING CALL
22. For information on using contacts to manage calls see Chapter 4 Managing Calls For information about organising and managing your contact directories see Chapter 8 Managing Contacts 500 Personal Contacts can be created in CommPilot however currently a maximum of 50 can be displayed When you search you have access to all 500 contacts but the client can only display 50 in the web based client applications SEARCH ENTERPRISE 4 PERSONAL 4 SUPERVISORS amp SPEED DIAL 4 QUEUES DIRECTORIES Enterprise Walker Adam Watson Amy Finance Call Center MembersSales Call Center Sales Call Center Training Call Center Lincoln Cara Wilkins Grant Brown Jacqui Smith Matthew Davis Mia Contacts Pane The Contacts pane contains the following panels e Search e Enterprise e Personal Panel e Supervisors Panel e Speed Dial Panel e Queues Panel The contact directories you have access to depends on your system configuration as well as the services assigned to you For more information contact your administrator CHAPTER 3 EXPLORING THE WORKSPACE 22 When you click a contact the entry expands and the contact s information such as phone numbers and the action buttons for the operations that you can currently do for that contact appear To minimise the contact s information click on the contact again You can only view the details of one contact per directory at a time When you click another contact in the
23. MANAGING CALLS 35 Y SEARCH X adam X Begins with AUI Directories v Adam Lyons PERSONAL Walker Adam ENTERPRISE Contacts Panel Search field with results 4 Click the target contact to expand it and then click Call DIAL FROM HISTORY You can dial any number that is available in Call History To dial from Call History 1 In the Call Console pane click Call History Show Missed Calls Tim David 2012 10 10 Dial Tim David 2012 10 10 10 13 57 Mia Davis 2012 10 08 11 22 32 Mia Davis 2012 10 08 11 21 41 Matthew Smith 2012 10 04 14 45 19 _ Amy Watson 2012 10 04 10 46 48 Matthew Smith 2012 09 25 17 00 28 Mia Davis 2012 09 25 16 58 47 Matthew Smith 2012 09 25 16 29 16 Matthew Smith 2012 09 25 16 28 32 Call History Dialog Box 2 From the Show drop down list select Missed Calls Received Calls or Placed Calls 3 Click the call log from which you want to dial and then click the Call button SET YOUR OUTGOING CALLING LINE As a Call Center supervisor you can specify whether your direct number or a DNIS number assigned to one of your call centers should be used as your calling line identity when you make calls This allows you to conduct outbound calling campaigns with an appropriate calling line identity presented to the called party This option needs to be configured by your Customer Group Administrator in order to be operational To set your outgoing call
24. Output be generated If you select HTML or PDF the report in displayed in the PDF CSV HTML Format report window If you select CSV a file is created that you can save on j your computer 3 Click Run Report The results of the report are displayed in the Report Output area of the window Report Results Example Depending on the report type the report results can contain the following elements a pie chart a bar chart a table a high water marks table and a line chart see examples on the next page If you selected HTML or PDF report format when requesting a report the report in displayed in the report window If you select CSV a file is created that you can save on your computer This section provides an example of an enhanced report Abandoned Calls report For details on the reports available in Call Center see the T PT Call Center Reporting Guide The results of the Abandoned Calls report are presented in a bar chart and table CHAPTER 10 GENERATING REPORTS 63 T Telstra IP Telephony Call Centre Report Input Template Abandoned Call Report m Scape All Call Centers Call Center DNS Hide Performance Parameters Service Level 30 Abandoned Call Threshold 1 5 10 20 Type Historical Real time 5 Scheduled Start Date D7 01 2012 FO Start Time 12 00am 9 SEEM amem HH MM End Date 09 30 2002 TT End Time 12 00am amem coming bay i Output Format HTML lv Run Repo
25. RE DIAL NUMBER Call Center keeps up to ten most recently dialed numbers which you can redial using the Dialer To redial the last number you called CHAPTER 4 MANAGING CALLS 34 Inthe Dialer click Redial isis The most recently dialed number is called To redial one of the recently dialed numbers 1 In the Dialer place the cursor in the text box and start entering a number A list of recently called numbers that start with the entered digits appears lg o o 12 0525 0512 No items to show Dialler Redialling Number 2 Select the number to dial and click Dial DIAL CONTACT You can use any directory in the Contacts pane to dial a contact To dial a contact 1 Inthe Contacts pane expand the directory from which you want to dial a contact 2 Click the target Contact to expand it click Call Dial contact Phone 03887458751 Make a Call OR To dial the contact s mobile number click Mobile MOB The contacts mobile number must be configured in CommPilot in the User s Profile for this action button to display The phone number is dialed and the call appears in the Calls panel DIAL FROM SEARCH You use the Search panel in the Contacts pane to search for contacts in your Contacts directories To dial a number from search Enter the required information into the Search field 2 Press Enter 3 Expand the Search Results panel for the directory from which you want to select a contact CHAPTER 4
26. RVISORS de x SPEED DIAL f R QUEUES X DIRECTORIES Enterprise v XX Walker Adam Watson Amy Finance Call Center MembersSales Call Center Sales Call Center Training Call Center Lincoln Cara Wilkins Grant Brown Jacqui Smith Matthew Davis Mia Contacts Pane Call Center provides access to the following contact directories INTERFACE ELEMENT DESCRIPTION Enterprise The Enterprise directory contains the contacts in your TIPT enterprise Personal The Personal directory contains all contacts in your Personal Phone List on TIPT The Speed Dial directory contains the numbers configured for you or by you for your Speed Dial Speed Dial services Speed Dial 8 and or Speed Dial 100 The Queues directory lists the call centres you are either supervising or staffing It Queues allows you to quickly transfer calls to queues Access to certain directories such as Outlook and LDAP depends on your permissions and the system setup For information about the operations you perform to manage your contact directories see the following sections e Viewing Contacts CHAPTER 8 MANAGING CONTACTS 49 e Organising Contacts e Searching for ContactsManaging Speed Dial e Managing Personal Contacts Note Personal contact can only be modified if the name when being entered accidently included a or the number entered is less than two digits VIEWING CONTACTS Call Center allows you to select directories to displa
27. Report templates cannot be amended or customised You use the Reports link at the top of the main interface to access pages used to generate and schedule Enhanced reports Reporting Settings Help Sign Out acn amp EXIT Main Interface Top of Window This section provides an example of an Enhanced report For the list of canned report templates available on TIPT for report generation as part of Enhanced Reporting see the T PT Call Center Reporting Guide RUN ENHANCED REPORT To run a report Click the Reporting link at the top right of the main window Y Report Input Agent Activity Detail Report Agent Activity Report Agent Call By Skill Report Agent Call Detail Report Agent Call Report Agent Duration By Skill Report Agent Duration Report Agent Sign In Sign Qut Report CHAPTER 10 GENERATING REPORTS 60 Report Window Enhanced Reports 2 Select a report template from the drop down list Fill in the required information The input that you need to provide depends on the template you select and the report type The following table explains all the input parameters for Enhanced reports Agent and Call Centre Not all fields appear on all reports INPUT HEED Scope Call Completion Short Duration Service Level Service Level Options DESCRIPTION For Agent reports it allows you to specify the agents to include in the report You can check All Agents or Agents If you check Agents
28. S 33 AUTO ANSWER CALLS This feature is typically used by agents who use headsets with their phones and handle a high volume of calls It may be enabled either by you in the client or configured in the system by your administrator TO ENABLE AUTO ANSWER x ks 1 Inthe Calls panel click Auto Answer The button changes to this to indicate that Auto Answer is on When Auto Answer is enabled your phone automatically goes off hook when it is alerted This applies to both inbound and Click To Dial calls The Auto Answer feature may be enabled manually in the Call Center client or by the administrator on CommPilot Note If this feature is enabled by your administrator you must NOT enable the client based Auto Answer using the Auto Answer button END CALL To end a call 1 Expand the Calls panel 2 Move the mouse over the call and click End MAKING OUTBOUND CALLS You can make calls to an ad hoc number to a contact from any of your Contacts directories or to a number from Call History You can also specify the calling line identity to use for your outbound calls DIAL AD HOC NUMBER You use the Dialer located at the top of the Call Console pane to place a call to an ad hoc number IB Enter Number C Dialler Dialling Ad hoc Number To dial an ad hoc number 1 In the Dialer enter the phone number press Enter or click Dial The specified phone number is dialed and the call appears in the Calls panel
29. TELSTRA IP TELEPHONY PREMIUM CALL CENTRE FOR AGENTS USER GUIDE WELCOME TO PREMIUM CALL CENTRE FOR AGENTS This user guide provides step by step instructions and reference information for using TIPT Premium Web Based Call Center client application Release 19 AUDIENCE This document is intended for Premium Call Center agents and supervisors who use the TIPT Premium Web Based Call Center Client NEED MORE SUPPORT For more information on the Premium Call Center procedures used by Customer Administrators see e IPT Customer Administrator User guide e TIPT Call Center Reporting Guide CONVENTIONS USED IN THIS GUIDE The following typographical conventions are used in this guide for simplicity and readability Web addresses e mail addresses and hyperlinks are shown in bold italics for example www telstraenterprise com au Button names and titles features on your computer screen are shown in Bold Telstra IP Telephony Premium Call Centre for Agents Telstra Corporation Limited ABN 33 051 775 556 2013 All rights reserved This work is copyright Apart from any use as permitted under the Copyright Act 1968 information contained within this manual cannot be used for any other purpose other than the purpose for which it was released No part of this publication may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise without t
30. able to take calls Agent is performing post call work This state is designed to allow the agent to complete paperwork or other post call procedures associated with the last call Calls may be delivered to agents in Wrap Up state depending on the call centre configuration By default calls are not routed to agents in Wrap Up state except when the call centre is configured to enable calls to agents in the Wrap Up state CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS 76 ACD STATE ICON DESCRIPTION The Sign In state is equivalent to a clock in which means that the agent is at their work location but not yet ready to accept incoming calls Calls are not delivered to the agent in this state Sign In Sign In is a transitional state and agents do not remain in this state rather they transition to their post sign in state It is recommended that agents only be in this state between the time they arrive at work and the time they become available to accept calls The Sign Out state is equivalent to a clock out which means that the agent s workday or shift is completed and they are leaving Sign Out Calls are not delivered to the agent in this state It is recommended not to use this state when agents leave for lunch or breaks during the day The Unavailable state should be used for that In the Premium Call Center an agent can set their ACD state to Available Unavailable or Wrap Up A supervisor can set the ACD state
31. acts in your directories You use the Search panel in the Contacts pane to look for contacts if SEARCH X wa Xl Begins with All Directories v Walker Adam ENTERPRISE Watson Amy ENTERPRISE 61353950521 Warren Mobile PERSONAL Contacts Pane Search Panel PERFORM CONTACT SEARCH To search for contacts 1 Inthe Search text box enter the text you want to search for and press ENTER You can enter partial information such as part of a name or phone number For example if you do not remember whether Mary s last name is spelled Shelley or Shelly you can enter Shell and either name is returned The search is not case sensitive The text you enter is matched against all attributes of every entry in the selected directories Search results are displayed into a single area Y SEARCH A adam X Begins with All Directories v Adam Lyons PERSONAL Walker Adam ENTERPRISE Contacts Pane Search Results To view the search results for a specific directory 1 click the Search Results panel for that directory CHAPTER 8 MANAGING CONTACTS 52 Depending on the Call Center setup search returns either all the contacts in the selected directories that contain the entered keyword or all the contacts that start with the entered keyword In the first case Contains entering Ann and selecting First Name from the Keyword Search Filter drop down list returns all contacts with the first name Ann but it
32. all abandoned calls except before entrance completes CHAPTER 10 GENERATING REPORTS ALLOWED VALUE All Agents Agents All Call Centers Call Center 1 72000 1 7200 1 7200 These options can be checked or unchecked 61 DESCRIPTION ALLOWED VALUE Abandoned Call Interval Service Level Percentage Type Start Date Start Time End Date End Time to include calls abandoned after the entrance message has finished playing e Include all abandoned calls except in interval to include calls abandoned after the time specified by the Abandoned Call Interval parameter If you selected the Include all abandoned calls except in interval option enter the desired interval in this text box in seconds This setting allows you to specify the service level objective expressed as percent of calls This can be checked as Historical or Real Time e Historical reports show data from the assigned start date to the assigned end date e Real time reports show data from the assigned start date to the present with the current interval refreshed with real time data Real time reports for individual agents contain data for each time interval with the last interval reflecting real time data if requested subject to the refresh rate When the interval switches over the final data for the last time period is captured and shown as historical data and real time data is reflected in the new time interval This i
33. also returns all contacts with first names such as Anne 5 tt 5 tt Marianne Marie Ann Ann Marie and so on In the second case Starts With entering Ann and selecting First Name returns all contact with the first names such as Ann Anne and Ann Marie but not Marianne or Mary Ann To clear the search results click Reset Note 1 Directories are searched in the following order Supervisors Agents Enterprise Duplicate search results in TIPT directories are not displayed the first match for a given contact is displayed Duplicate search results in other directories are displayed Note 2 Contact entries displayed in search results follow the same rules as if that entry was accessed in their own directory This allows you to perform any operations you need directly from the search results MANAGING PERSONAL CONTACIS You can add or remove personal contacts via CommPilot or in Call Center and the updates appear in both places The updates you make via CommPilot appear only in Call Center at the next sign in To update personal contacts using the client you can perform the following operations e Add Personal Contact e Modify Personal Contact e Delete Personal Contact ADD PERSONAL CONTACT To add a personal contact 1 Inthe Personal panel click Edit 2 Click Add A new line is added below the existing entries allowing you to define a new entry Modify your personal contacts Name Numbe
34. anaging Speed Dial Numbers Add Speed Dial Entry Modify Speed Dial Entry Delete Speed Dial Entry MANAGING THE DASHBOARD Select Queues for the Dashboard Select Visible Fields GENERATING REPORTS Enhanced Reports Run Enhanced Report CONFIGURING AGENT Settings General Account Hotel Guest Screen Pop Date format time format CHAPTER 1 CALL CENTRE FOR AGENTS OVERVIEW 45 47 47 48 48 51 52 52 53 53 54 55 55 56 o 58 59 60 60 60 CHAPTER 12 CHAPTER 13 Workspace Settings Application Queue Memberships Agent Policies Settings Services oettings Plug ins Notification Program Shortcuts Activity Archive Settings Messaging oettings Report Default Thresholds oettings About APPENDIX A GLOSSARY AND DEFINITIONS ACD States Phone States Call States Call Types APPENDIX C KEYBOARD SHORTCUTS 67 68 68 69 70 71 72 73 73 74 74 19 CHAPTER 1 CALL CENTRE FOR AGENTS OVERVIEW The TIPT Premium Call Center application is a Call Console management product for Call Center agents and Supervisors This document describes the TIPT Premium Web Based Call Center clients TIPT Premium Call Center delivers the following benefits to users e Efficient call handling and Automatic Call Distribution ACD state management by Call Center agents e Integration of online directories with Click To Dial capability e Real time monitoring of agent and qu
35. answers the second ringing call and so on Pressing SHIFT 1 selects and places on hold the first active call pressing SHIFT 2 selects and answers the second active call and so on Pressing SHIFT 1 selects and retrieves the first held call pressing SHIFT 2 selects and retrieves the second held call and so on Goes from the main page to the Settings page Goes back from Settings page to the main page 83 EQUIVALENT MOUSE ACTION DESCRIPTION Rorr Click the Call History button Opens the Call History dialog box Horh Click the Help link Opens this guide in a PDF format D or d Click the Dashboard link Opens the Dashboard or brings the Dashboard to the Supervisor front if it is already open SHIFT L or SHIFT I Click the Sign Out link Signs the user out of the application SHIFT A Select Available Agent Sets the agent s ACD state to Available SHIFT U Select Unavailable Agent Sets the agent s ACD state to Unavailable SHIFT W Select Wrap Up Agent Sets the agent s ACD state to Wrap Up CHAPTER 13 APPENDIX C KEYBOARD SHORTCUTS 84
36. are CHAPTER 11 CONFIGURING AGENT 70 e Do Not Disturb When you activate this service you are not available to take calls and all your calls are automatically sent to your voice mail e Call Forwarding Always When you activate this service you need to provide the phone number to forward your calls to When the service is active all your calls are forwarded to the specified number To activate a service Select the service and check the Active box The service is moved from the nactive to Active category 2 f you enabled the Call Forwarding Always service in the Forward To box enter the number to forward your calls to 3 To generate a ring splash for incoming calls check the Ring Splash option 4 To save your changes click Save SETTINGS PLUG INS You use the Plug ins tab to configure the plug in software used by Call Center to provide functionality such call notification program shortcuts and call log Notification v Focus whickew for Ineom Ing calls OH UIT er Microsoft Outlook Disable Ortiook Eeg ration Fete comtace Trom Detar lontect Fokker e Use Gato contact az pres rrecic LID kkp LDAP v3 ECXLILLIM A amp ribute Mapping ch ch zn zn display Mame display Name telephone Nu telephone Hu mobile mobile home Phone home Phone Program Shortcuts ELIINS Renae sort Activity Archive EIZEZICL rey Yt CHAPTER 11 CONFIGURING AGENT 71 Settings Plug Ins NOTIFICATION The
37. ave the conference e Hold Conference button m This allows you to place the conference on hold e Resume Conference button This allows you to resume the conference that you previously placed on hold The Conference Call panel when expanded lists the call legs that make up your current conference Each two way call is displayed on a separate line The information displayed for each call leg is the same as the information displayed for two way calls on the Calls panel For information see Current Calls Call Console For information on managing conferences see Chapter 4 Managing Calls Managing Conference Calls Note 1 You can only be involved in one conference call at a time Note 2 The Conference Call pane must be expanded as shown below in the diagram for the End Hold and Leave buttons to operate as expected CALL STATES The following table lists the possible call states of calls CALL STATE DISPLAY NAME DISPLAY ICON Ringing In Local Incoming Local oe Ringing In Remote Incoming oe Ringing Out Outgoing Outgoing e Active Active On Hold Held a On Hold Remote Remote Held Wn Active In Conference Active A CHAPTER3 EXPLORING THE WORKSPACE 21 CALL STATE DISPLAY NAME DISPLAY ICON Held In Conference Held A Ringing In Recalled Call Call Recalled CONTACTS PANE The Contacts pane contains your contact directories and allows you to use your contacts to make or manage calls
38. bound Calls Dial Ad hoc Number Re dial Number Dial Contact Dial from Search Dial from History Set Your Outgoing Calling Line Placing Calls on Hold Resuming Calls Place Call on Hold Resume Held Call Transferring Calls Blind Transfer Transfer with Consultation Transfer to Queue Escalating Emergency Calls Make Emergency Call Blind Escalate Call Escalate with Consultation Escalate with Conference or Handover Escalate with Mid conference Hold Managing Conference Calls Start Three Way Conference Add Participant to Conference Hold Conference Resume Conference Hold Participant Take Participant off Hold Leave Conference End Participant End Conference Generating Call Trace Generate Call Trace for Selected Call Generate Call Trace for Last Released Call CHAPTERS MONITORING SUPERVISORS Select Supervisors to Monitor CALL CENTRE FOR AGENTS OVERVIEW 43 44 45 45 CHAPTER 6 CHAPTER 7 CHAPTER 8 CHAPTER 9 CHAPTER 10 CHAPTER 11 Supervisor Phone States MANAGING CALL HISTORY View Call History E MAILING CONTACTS Send E mail Message to Contact MANAGING CONTACTS Viewing Contacts Show or Hide Directories Show or Hide Directory Content Show Hide Contact Details Select Display Order Organising Contacts Sort Contacts Searching for Contacts Perform Contact Search Managing Personal Contacts Add Personal Contact Modify Personal Contact Delete Personal Contact M
39. ck the Set Wrap Up timer to mm ss for queues without a policy box and enter the time in minutes and seconds Your ACD state automatically changes from Wrap Up to Available after the specified period of time Make outgoing calls as call center Check this box to display a call center CLID instead of your phone number when you make a call Outbound Caller ID f you checked Make outgoing calls as call center select the number to use from the drop down list Note Your post call wrap up timer setting may be overridden if your administrator sets the timer to a smaller value in CommPilot oEITINGS SERVICES You use the Services tab to configure various services assigned to you by your administrator on TIPT and integrated with Call Center Those settings are only available if you have been assigned such services For more information see your administrator The services are grouped into two categories Active and Inactive TOTE c ME Services Cl Default User Services Inactive Da Mot Disturb Blocks all calls and sends therm to voice mail E Call Forwarding Always Forwards all calls to a destination Service Settings Automatically forward your incoming calls to your voice messaging Service if configured otherwise the caller hears a busy tone Active Ring Splash Manage your service settings Settings Services The services that you can configure if you have been assigned the services
40. d but immediately transferred to another destination due to Overflowed Call the queue s exceeding the configured maximum queue size or the configured maximum wait time Queued Call A Call that is in the Queue waiting to be answered CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS 80 NAME DESCRIPTION A call that has been transferred back to queue because it was not answered by an agent in the specified time Bounced Call Siranded Call A call that is in a queue after all agents assigned to the queue have moved to the Sign Out ACD state CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS 81 CHAPTER 13 APPENDIX C KEYBOARD SHORTCUTS When using keyboard shortcuts make sure that the main interface window is in focus EQUIVALENT MOUSE ACTION DESCRIPTION ESC Click the Close button Closes the open dialog box in a dialog box Exits the currently selected editable item such as a text ESC Cancel the changes m Cickthe Dialer textbox Places he curso in the Dialer tort box retains tho ARROW DOWN asi ree ea or the AD the next item in the Call Console or Queued Calls ARROW UP NE ae ne ein previous item in the Call Console or Queued PAGE DOWN Scroll down one page Goes to the next page in the Call Console or Queued Calls pane n Internet Explorer 8 the shortcut key does not always work Pressing the key clears the default Enter Number text but does not place the cursor in the input box CHAPTER 13 APPENDIX C
41. d directories can be displayed either by their first name or last name Your selection applies to all those directories You cannot specify the display order for each directory individually To specify the contacts display order Ti 1 Inthe Contacts pane click the Options button 2 Select View then Display Name and then the order by which you want to display contacts Last Name First Name or First Name Last Name View i Group d l hin tems ta zhosw L v ENTERPRISE b Last Mame Contacts Pane Displaying Contacts by First Name Last Name ORGANISING CONTACTS SORT CONTACTS You can sort contacts in the following directories Enterprise Queues and Agents To order contacts in a directory 1 Inthe Contacts pane click Options 2 Select Sort then the name of the directory for which you want to sort contacts and then the sorting option Ti View d 5i Group d BEL ENTERPRISE 7 Contacts Pane Sorting Contacts CHAPTER 8 MANAGING CONTACTS 51 The screen below shows the directory sorted by the contact s First name ENTERPRISE X Walker Adam Watson Amy Finance Call Center 0000000000000 MemberSales Call Center Sales Call Center Training Call Center Lincoln Cara Wilkins Grant Brown Jacqui Smith Matthew Davis Mia Directory Panel Contacts Sorted SEARCHING FOR CONTACTS Call Center provides you with a search function that allows you to search for specific cont
42. details of queues in which you are the last agent to sign out and asking you to confirm that you want to sign out Note This functionality is not available when you close the application using the browser s Close button or refresh F5 the browser H You are the only agent staffed to the following call centers Do you still want to sign out Call Center Calls in Queue cCfinance mo 0 Training mod 0 Pop Up Dialog Window Signing Out Last 3 To continue signing out click Yes 4 A message appears asking you whether you would like to save your current workspace H Do you want to save your workspace Pop up Dialog Window Saving Workspace on Sign Out 9 To save your current workspace click Yes This allows you to retain the same interface setup for your next session 6 If you are signing out from a hot desk your account is dissociated from the hot desk where you were signed in CHAPTER2 GETTING STARTED 12 SET UP CALL CENTER When you sign in to Call Center for the first time it is recommended that you configure the following settings e Configure the queues you want to join on sign in e Configure your post sign in and post call ACD states For information see the section Settings Application e Configure the supervisors whose call status you want to monitor For information see Select Supervisors to Monitor CHANGE YOUR PASSWORD You can change your password when you are signed in to Call Cent
43. e Call Center application Reporting Settings Help Sign Out acn amp i EXIT To return to the main interface click the Back To Application link Reporting Back To Application Help Sign Out eid d vallable Pena Note Do not use the internet browser s Back button to return to the main interface This section provides information about the options that you can set to configure Call Center e Settings General e Settings Application e Settings Services e Settings Plug ins e Settings Messaging e Settings Report e Settings About SETTINGS GENERAL You use the General tab to configure miscellaneous settings that improve the usability of Call Center CHAPTER 11 CONFIGURING AGENT 65 General Account Change Password Hotel Guest Enter Host Screen Pop Auto pap incoming calls Date Format MMIDD vYYY DDIMMI Y Time Format AMIPM 24 Hour Workspace Save Workspace Load Workspace M Restore Workspace Iv Always save workspace an signout Setting General The following subsections describe the settings that can be configured on this page ACCOUNT You use this area to change your TIP T password Call Center shares logon credentials with TIPT When you change your password in Call Center remember to use this new password when accessing your web portal Note 1 The password you enter has to meet password
44. ed in to instruct the client to automatically re connect and sign in to the server when it detects a network connection Click Sign In On first time login or if you are required to change your password the following screen will display requesting you to enter your old password and enter a new password Gm C2 an CHAPTER 2 GETTING STARTED 10 Change Password Screen Enter your old current Password 2 Type a New Password Your default password restrictions are configured by your Customer Group Administrator 3 Confirm your New Password 4 Click the Change Password button 9 The following information appears in the Logo Pane indicating that the password has been changed successfully T Telstra IP Telephony Reporting Back To Application Help Sign Out Call Centre Logo Pane Gloal Message HOTELING SIGN IN If you are a Call Center agent you can automatically associate yourself with a Hoteling Host phone device when you sign in to the Call Center client This is commonly used in a shared workspace environment where users working different shifts share a single computer and phone To use the hot desk functionality you must have your Hoteling Guest service turned on You turn on your Hoteling Guest service using the TIPT web portal or voice portal To sign in to Call Center as a hot desk user 1 Atthe assigned workstation start a web browser and enter the URL of the Call Center client The Call Center Sign in
45. el Controls This allows you to select a phone number if pre configured to use as your Outbound CLID Calling Line ID for the next outgoing call This allows you to apply one or more disposition codes to the last call when you Disposition Code are in Wrap Up toe This allows you to attach a trace to the last call Trace Call Available This displays your current ACD state and allows you to change it ACD States iz This displays Call History Call History did d ams In AOAN NET This allows you to turn Auto Answering on or off ah This allows you to turn Call Waiting on or off Itis available only if you have Z Cal Waiting been assigned the Call Waiting service END This ends a conference call End Conference CHAPTER3 EXPLORING THE WORKSPACE 29 NAME DESCRIPTION This disconnects you from the conference while allowing other participants to Leave Conference X continue the call LEAVE HOLD i oid COn erence This holds the conference call ANS This resumes a held conference ANS Resume Conference i APEH This un mutes your Silent Monitoring call thereby establishing a Three Way BARGE Barge In Conference Dialog Box Notification Window This opens a page in your browser at the configured URL to provide additional Web Pop URL information about the caller This saves the caller s phone number and personal information as a vCard in vCard Microsoft Outlook It appears only when Outlook is r
46. er 1 To change your password click the Settings link in the top right corner or the page 2 Click the General Tab and then click Change Password ME oen services Pucins messaging Report A Confirm Password Change Password Changing Password 3 Enter your old and new password in the provided text boxes and click Change Password Note 1 The Reset button does not reset your password It only clears the input boxes Note 2 This password is shared with your web portal and other client applications that share TIPT single logon policy It has to meet password requirements set on TIPT Your default password restrictions are configured by your Customer Group Administrator CHANGE YOUR ACD STATE AGENTS 1 In the Logo pane click the ACD states box and select your ACD state from the drop down list aco 3 o hoent n1 Logo Pane ACD State Control 2 f you selected Unavailable and your company requires you to provide a reason for your unavailability select an Unavailable Code from the drop down list CHAPTER2 GETTING STARTED 13 acn amp EXIT db Available 12 Agent Mot Reachable EA Unavailable d 2 Lunch e Wrap Up 3 Morning Break 4 Afternoon Break 5 Team Meeting b Other work Logo Pane Unavailable Codes ENABLE OR DISABLE SERVICES Provided that your Customer administrator has assigned the services to you you can use the Call Forwarding Always and Do Not D
47. eue activity by Call Center supervisors e Historical reporting on agent and queue activity by Call Center supervisors The Call Center functionality available to you depends on your Call Center function agent or supervisor the types of queues you are staffing or monitoring and your own services and settings For more information about the capabilities and services assigned to you ask your group or enterprise administrator Note 1 Call Centre functionality available in specific contexts is identified throughout the document CHAPTER 1 CALL CENTRE FOR AGENTS OVERVIEW 7 CALL CENTER AGENT The Call Center Agent client is designed to support the needs of call center agents in any environment It supports the full set of call handling functions ACD state management integration of multiple directories and other features required in large call centers T Telstra IP Telephony Reporting Settings Help Sign O Call Centre FF HSY 4 SEARCH PremiumCallCentre Service Mode None Current Calls in Queue OM Longest Waiting Call a COMMON EWT 00 00 AHT ASA 00 00 Staffed a ENTERPRISE No items to show a PERSONAL a SUPERVISORS TEAC Call Centre Service Mode None 4 SPEED DIAL Current Calls in Queue 0 3 Longest Waiting Call EWT 00 00 AHT ASA 00 00 Staffed 4 QUEUES a CUSTOM Receptions CONFERENCE CALL a CUSTOM Sales Leads DIRECTORIES Enterprise No items to show z D1 Agent D2 Agent D3 Agent D4 Agent N
48. gent s phone is ringing and the agent is available to take the call Agent is not available to take ACD calls Agent is performing post call work They may or may not be available to take calls Agent s phone is off hook which means that the agent is on a call Whether calls MAY be delivered to agents depends on their call waiting settings and the call centre s call waiting and wrap up settings Agent has enabled the Do Not Disturb service ACD calls are not delivered to agent in the Do Not Disturb call state This state is NOT RECOMMENDED for Call Center agents Agents should use the Unavailable ACD state when they need to temporarily block new incoming calls Agent has enabled the Call Forwarding Always service Moving the mouse over this icon displays the number where the calls are forwarded Agent s call state is currently unavailable or unknown CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS 78 CALL STATES Call states are the states that your current calls can be in CALL STATE DISPLAY NAME te CALL ACTIONS Ringing In Local Incoming Local Answer End Ringing In Remote Incoming Eg Answer Conference End Ringing Out Outgoing Outgoing rA Conference End Active Active I Transfer Hold End Conference On Hold Held Ul Transfer Resume End Conference On Hold Remote Held Ul Transfer Hold End Conference Active In Conference Active A Transfer Hold End On Hold In Conference Held JA Resume
49. he remote party on hold You use the Supervisors panel located in the Contacts pane to escalate calls MAKE EMERGENCY CALL Use this method to escalate a call to a supervisor in an emergency situation When you make an emergency call the caller is not placed on hold instead a supervisor is immediately added in to the conference call You can let the Call Center select the supervisor or select the supervisor yourself A tone is played to the agent when the supervisor answers an agent s emergency escalate To make an emergency call to an available supervisor 1 While on the call click Emergency in the Supervisors panel SUPERVISORS oR Supervisors Panel Making Emergency Call This places the call to the first available supervisor and a conference call is started immediately without putting the caller on hold To make an emergency call to a specific supervisor CHAPTER 4 MANAGING CALLS 38 1 While on a call expand the Supervisors panel EMER 2 Click the target supervisor and click the Emergency button EMER for that supervisor Make sure the supervisor you selected is available BLIND ESCALATE CALL Use this method to escalate a call to a supervisor without consulting the supervisor You can escalate a call to the first available supervisor or select the supervisor yourself To blind escalate a call ot 1 Inthe Supervisors panel click Escalate to let the system select a Supervisor OR To select the superv
50. he written permission of Telstra Corporation Limited Words mentioned in this book that are known to be trademarks whether registered or unregistered have been capitalised or use initial capitals Terms identified as trademarks include Cisco Microsoft Microsoft Windows Apple AirPort Mac Linksys WHAT S INSIDE Audience Need More Support Conventions Used in this Guide CHAPTER1 CALL CENTRE FOR AGENTS OVERVIEW Call Center Agent CHAPTER2 GETTING STARTED Sign In from Web Browser Changing your Password on first time login Hoteling Sign In Get Help Sign Out Set Up Call Center Change Your Password Change your ACD State Agents Enable or Disable Services CHAPTER3 EXPLORING THE WORKSPACE Logo Pane Global Message Area Links to Other Interface Elements and Functions Logged User Information Call Console Pane Managing Calls Header Bar Dialer Current Calls Call Console Conference Call Pane Call States Contacts Pane Search Panel Enterprise Panel Personal Panel Supervisors Panel Speed Dial Panel Queues Panel Call History Dashboard Pane Call Action Buttons Controls CHAPTER 1 CALL CENTRE FOR AGENTS OVERVIEW CHAPTER 4 MANAGING CALLS Drag and Drop Call onto Contact View Incoming Call Details Global Message Area Call Console Call Notification POp up Receiving Answering and Ending Calls Answer Call Auto Answer Calls To enable Auto Answer End Call Making Out
51. his places a call on hold This ends a call This generates a call trace on a call This establishes a conference call or adds a call to a conference This camps a call on a busy contact This escalates a call to a selected supervisor This places an emergency call to a selected supervisor This deletes a call log from Call History Call Center controls are designed as being context sensitive controls appear only when the action they represent can be performed For example when you enter a number or select a contact a Dial button appears allowing you to place a call The context sensitive controls that correspond to call operations such as dialing transferring calls or putting calls on hold are known action buttons The following table lists the general controls used in Call Center and the controls displayed on the panels headers CHAPTERS3 EXPLORING THE WORKSPACE 28 NAME DESCRIPTION Common Controls This is located in the upper right corner of a pane or page When clicked it displays a drop down menu of options that control the display Options of information in that pane page The available options depend on the context Expand Collapse This shows or hides the contents of a window or panel 4 Close This closes an interface element such as window pane or panel Pp Edit This allows you to edit a list of items such as agents to monitor or speed dials Dialer Call Console Directories Panel and Search Pan
52. ikitaStandard Call Center PremiumCallCentre Call Center SecondStandardCallCentre Call Center Call Center Agent Main Interface The interface contains the following work areas e Call Console pane You use the Call Console pane to view and manage your current calls e Contacts pane The Contacts pane contains your contact directories the list of your supervisors and the list of the call centers you belong to It allows you to use your contacts to make and manage your calls Both panes within the Call Console and Contacts widows can be moved within that window i e the Conference Call pane can be moved up or down the screen e Dashboard pane Use the Dashboard pane for an overview of the status of the call centres you are part of Information about the queue and expected wait times will display e Report windows You use the Report windows accessed via the Reporting link to generate reports about your activity and performance in the call centers you are staffing e Settings pages You use the Settings pages accessed via the Settings link to configure various aspects of Call Center For more information about the Call Center user interface refer to Chapter 3 Exploring the Workspace CHAPTER 1 CALL CENTRE FOR AGENTS OVERVIEW 8 CHAPTER 2 GETTING STARTED Call Center is hosted on TIPT and you access it over the network either from your web portal or from a web browser The sign in procedure is the same for agents and s
53. isor yourself click on an available supervisor and click the Escalate button ESC for that Supervisor Your original call is placed on hold and a call to the supervisor is initiated 2 Without waiting for the supervisor to answer in the Call Console panel select the original call TAR 3 Move the mouse over the call to the supervisor and click rranster Mi ESCALATE WITH CONSULTATION Use this method to escalate a call to a Supervisor and provide an introduction beforehand You can escalate the call to the first available supervisor or select the supervisor yourself To escalate a call with consultation ot 1 In the Supervisors panel click Escalate to let the system select a Supervisor OR To select the supervisor yourself move the mouse over an available supervisor and click Escalate Esc for that supervisor 2 Wait until the supervisor accepts your call and speak to the supervisor 3 When ready to transfer the call in the Calls panel select the original call 4 Move the mouse over the call to the supervisor and click down arrow if required 5 Click Transfer ESCALATE WITH CONFERENCE OR HANDOVER Use this method to escalate a call to a supervisor through a conference call You can then leave the call To escalate a call with conference or handover 1 Inthe Supervisors panel click Escalate ot to let the system select a Supervisor or to select the Supervisor yourself click an available supervisor and c
54. isturb services in Call Center To enable or disable Do Not Disturb or Call Forwarding Always 1 2 At the top right corner of the main window click Settings Click the Services tab On the Services page that appears select the service you want to enable or disable and check or uncheck the Active box If you checked the Active box for the Call Forwarding Always service in the Forward To text box enter the phone number to forward your call to Click Save Note Do not use the Do Not Disturb feature if you are an agent in a Call Centre Using this feature will not allow calls to be routed to your extension It will also not put the agent into the Unavailable mode which in turn will cause incorrect statistics when reports are run CHAPTER 2 GETTING STARTED 14 CHAPTER 3 EXPLORING THE WORKSPACE Based on the license you have been assigned when you sign in to Call Center the main page appears where you perform most of your call management or monitoring tasks In addition the main page provides links to other pages and windows of Call Center where you perform functions such as configuration and report generation Telstra IP Telephony Reporting Settings Help Sign O Call Centre Y MoM 4 SEARCH PremiumCallCentre Service Mode None Current Calls in Queue 0 4 Longest Waiting Call a COMMON EWT 00 00 AHT ASA 00 00 Staffed a ENTERPRISE PERSONAL TEAC Call Centre Service Mode None SPEED DIAL 0 3 Longest Waiting Cal
55. l 00 00 AHT 00 00 Staffed 4 SUPERVISORS a QUEUES a CUSTOM Receptions CONFERENCE CALL a CUSTOM Sales Leads DIRECTORIES D1 Agent D2 Agent D3 Agent D4 Agent NikitaStandard Call Center PremiumCallCentre Call Center SecondStandardCallCentre Call Center Call Center Agent Main Interface Many visual aspects of the Call Center workspace are configurable For example you can change the size of windows on the screen You can then save your workspace and retrieve it the next time you sign in Note 1 To work in full screen mode make sure that the main window is in focus and then click F11 F11 is a toggle button to also take you out of full screen mode Note 2 The Back Forward and Refresh operations of the web browser are not supported by Call Center and if performed the results are inconsistent Most Call Center control button and action buttons are context based which means that they appear only when the action they represent can be performed A list and description of control and action buttons available in Call Centre are documented in the Control section of this document see Chapter Call Center interface contains the following elements based on the license you have been assigned Agent or Supervisor INTERFACE ELEMENT DESCRIPTION Located at the top of the main interface the logo pane displays global messages Logo Pane information about the logged user and links to other Call Center i
56. l in the queue the time from when a call is ringing into the queue to being hung up ASA Average Speed of Answer the average time it takes for a call to be answered by an agent once the call has been presented to the agent Staffed Number of agents available in the queue This is a ration of actual number of agents number of agents assigned to the queue If thresholds have been set for the call centre s displayed the dashboard will show the visual indicators CHAPTER 9 MANAGING THE DASHBOARD 57 Account ASA 00 16 Staffed 39 Technical Current Calls in Queue 2 20 Longest Waiting Call 00 00 00 15 Staffed 1 5 CustomerSupport Current Calls in Queue 16 500 Longest Waiting Call 01 10 ASA 00 15 Staffed 25 100 Finance EWT 00 08 AHT 02 00 ASA 00 06 Staffed 10 20 Sales Current Calls in Queue 010 Longest Waiting Call 00 00 EWT 00 00 AHT 00 00 ASA 00 00 Staffed 1 Agent Dashboard showing Visual Threshold Indicatiors in Red and Yellow QUEUE ARB MOLO TIFE TARE MOLD SEVERITY STA E ROERO OEGE Queue Account Longest Waiting Call 2 Red Queue Account EWT 1 Yellow Queue Technical EWT 2 Red Queue Technical AHT 2 Red Stet aka EWT 1 Yellow Queue Finance Longest Waiting Call 1 Yellow SELECT QUEUES FOR THE DASHBOARD To select the queues to view in the Dashboard 1 Click on Options Li 2 Click on Select Queues CHAPTER 9 MANAGING THE DASHBOARD 58 Select Queues Select Visible Fields Sort By Dashboard Options
57. le or disable the automatic answering of calls e Call Waiting button A This allows you to enable or disable the Call Waiting service DIALER The Dialer located at the top of the Call Console pane allows you to make ad hoc calls and set your outgoing calling line identity CLID for the next call lig Enter Numbe 2 Call Console Dialler It contains the following elements e The Outbound CLID button which allows you to configure the number you want to use for outgoing calls e The Enter Number text box where you enter the number to dial e Action buttons which change depending on the context and allow you to perform operations on calls For more information see Chapter 3 Exploring the Workspace Call Action Buttons CURRENT CALLS CALL CONSOLE The Call Console displays your current calls both direct calls and Call centre calls and allows you to take actions on them Direct calls are calls placed from or received on your own phone number whereas ACD calls are calls routed to you from a call center that you are staffing as an agent If you are involved in a conference call its details are displayed in a separate area of the Call Console called the Conference Call panel CHAPTERS3 EXPLORING THE WORKSPACE 19 CALL CONSOLE T T Hell IB Enter Number E Call Center PremiumcCall Centre p 4112 Call Centre Premium tel 61884414116 Call Console Pane Current Calls The following information is displa
58. lick Escalate ESC for that Supervisor CHAPTER 4 MANAGING CALLS 39 D When the supervisor accepts your call speak to the supervisor about the issue In the Call Console panel select the original call Click on the required Supervisor then click Conference A conference call is established and the calls appear in the Conference panel To hand the call over to the supervisor click Leave LEAWE in the Conference panel ESCALATE WITH MID CONFERENCE HOLD Use this method to escalate a call to a supervisor through a conference call and provide an opportunity for the customer to speak to the supervisor To escalate a call with mid conference hold oe In the Supervisors panel click Escalate to let the system select a Supervisor OR To select the supervisor yourself move the mouse over an available supervisor and click Escalate ESC for that supervisor When the supervisor accepts your call soeak to the supervisor about the issue In the Call Console panel select the original call Move the mouse over the call to the supervisor and click Conference A conference call is established and the calls appear in the Conference panel In the Conference Call panel click Hold This puts both calls on hold but allows the customer and the supervisor to continue their conversation To drop a specific party from the conference select their call from the Conference panel and click End To leave the call click Leave
59. licked removes the previously created Call Center shortcut If you did not create a shortcut using the Add Shortcut button the Remove Shortcut button has no effect Program Shortcuts Remove Shortcut Settings Plug Ins Short Cut ACTIVITY ARCHIVE This plug in software provides the ability to store call event statistics content locally on your computer Activity Archive Disable Call Event Log Integration Rotate Log Open log location e Enable Disable Call Event Log Integration This double action button allows you to enable or disable call log archival on your computer e Rotate Log This parameter allows you to specify the frequency with which the call log is rotated You select the frequency from the drop down list e Open Log Location Click this link to go to the place on your computer where the log is stored SETTINGS MESSAGING The Messaging tab allows you to configure various messaging options for Call Center Currently only e mail messaging is supported Messaging Use default mail application Y for emails Settings Messaging 1 From the drop down list select the mail client to use for e mails If you selected the custom SMTP option you also need to configure the following options e Display Name This is the name that will be displayed in the From field e Reply to Address This is the address where reply messages can be sent e Default Subject This is the subject that will appear when
60. ll 00 00 EWT 00 00 AHT 00 00 ASA 00 00 Staffed ele Dashboard The information displayed is Queue Name Name of the queue Service Mode Current mode of service Current Calls in Queue current number of calls in the queue This is a ratio actual number of calls queue length Longest Waiting Call The amount of time the oldest call has been in the queue EWT Estimated Wait Time the estimated time it will take for calls to be answered once they are in the queue AHT Average Hold Time the average amount of time calls are held in the queue ASA Average Speed of Answer the average time it takes for a call to be answered by an agent once the call has been presented to the agent Staffed Number of agents available in the queue This is a ration of actual number of agents number of agents assigned to the queue To select the queues to view in the Dashboard in 2 ET Click on Options bif Click on Select Queues Select Queues T Select Visible Fields Sort By Dashboard Options Check the box for the required queues and click Save CHAPTER 3 EXPLORING THE WORKSPACE 26 Select a set of queues to be shown on the Dashboard Select All v TEAC Call Centre v PremiumCallCentre Standard Queue Select CALL ACTION BUTTONS Action buttons allow you to perform actions on calls such as answering or transferring a call or actions that result in a call being placed Action buttons are context sensitive
61. lows you to select the format for displaying time in reports The format is used for all times that are included in the generated report e Note that this setting does not impact the format of events durations which are always reported in the DD HH MM SS format in the generated reports WORKSPACE Call Center allows you to customise elements of your workspace such as the size and placement of windows on the desktop The system remembers the setup between sessions The following elements can be customized e The size and position of the web browser window in which the main interface is displayed e The size of the panes Call Console Contacts and Queued Calls e The size and position of the Dashboard window e The size and position of any report window Note The Position functionality does not work in Internet Explorer due to a technical limitation of Internet Explorer CHAPTER 11 CONFIGURING AGENT 67 Save Workspace This button when clicked saves the current workspace Load Workspace This button when clicked arranges your workspace according to the last saved configuration Restore To Default This button when clicked restores the workspace to the system default configuration Always save workspace on signout When you sign out from the client Call Center asks you whether you want to save your current workspace To save your workspace automatically when signing out without being asked check the Always save workspace o
62. n signout box To customise your workspace 1 Arrange the windows the way you like 2 Click the Save Workspace button to save the current configuration To restore the system default click Restore To Default 3 Atany time to return to the last saved configuration click the Load Workspace button SETTINGS APPLICATION You use the Application tab to configure your application settings The settings are different for agents and supervisors They are described in the following subsections eo Queue Memberships Agent Policies QUEUE MEMBERSHIPS Plug ins Messaging Report About Queue Number Wrap Up Policy v Sales 0353950503 1 00 Training 0353950513 1 00 Post Sign In ACD State amp Available v Post Call ACD State Wrap Up v Set Wrap Up timer to 1 M 0 2 for queues without a policy Settings Application These settings allow you to select the call center queues you wish to join e To join a call center queue select the check box on the line for the call center e To join all queues select the check box in the header CHAPTER 11 CONFIGURING AGENT 68 Queue Memberships Queue Number Wrap Up Policy Sales 0353950503 1 00 Training 1 00 Note If you are not allowed to join leave a queue the line for the queue is greyed out and you can only view your join status in the queue Contact your administrator to change your join status in a queue You can select columns to displa
63. nter allows you to monitor the phone state of selected supervisors up to 50 This is useful when you are escalating a call and want to quickly find a supervisor who is available to take a call You use the Supervisors panel to view the phone state of selected supervisors and to select supervisors to monitor Supervisors who are not monitored have their state set to unknown SUPERVISORS ex Q Davis Mia Supervisors Panel SELECT SUPERVISORS TO MONITOR The list of selected supervisors is saved on sign out as part of your workspace and restored on subsequent logins To select the supervisors to monitor Pd 1 Inthe Supervisors panel click Edit Select list of favorite contacts to be monitored Call Centers v Sales v amp Mia Davis J Training v amp Mia Davis 1 contacts selected maximum 50 Supervisor Favorites Dialog Box 2 Check the box next to each supervisor to monitor and click Save A supervisor can be assigned to multiple call centres Check the box of the call centre the supervisor is monitoring that you are an agent of SUPERVISOR PHONE STATES The following table lists the states a supervisor s phone line can be in CHAPTER 5 MONITORING SUPERVISORS 45 PHONE STATE ICON DESCRIPTION Idle Supervisor s phone is on hook which means the supervisor is not on a call Busy Supervisor s phone is off hook which means that the supervisor is on a call Ringing Supervisor s
64. nterface functions The Call Console pane is where you manage your current calls This pane contains the Call Console Pane Calls and Conference pane CHAPTER 3 EXPLORING THE WORKSPACE 15 INTERFACE ELEMENT DESCRIPTION The Contacts pane contains your contact directories and allows you to manage your Contacts Pane contacts use contacts to make calls or take actions such as transfer to contact or queue on existing calls Dashboard Pane Displays and overview of the call centres selected The Reporting windows are accessible from the main page Logo pane via the Reporting link and provide access to Enhanced Reporting allowing you to generate schedule and Reporting Windows view reports Agents can only generate reports about themselves The Settings pages accessible from the main page via the Settings link allow you to Settings Pages configure various user level and application settings You use controls such as buttons and drop down lists to execute actions on calls Controls contacts and queues This section describes the following elements of the Call Center interface e Logo Pane e Call Console Pane e Contacts Pane e Dashboard Pane e Call History e Controls For information about other interface elements refer to the following sections e Chapter 9 Managing the Dashboard e Chapter 10 Generating Reports e Chapter 4 Managing Calls e Chapter 5 Monitoring Supervisors e Chapter 8 Managing Contacts e Chapter
65. of an agent to Available Unavailable Wrap Up or Sign Out The Sign In state can only be assigned to an agent through CommPilot PHONE STATES Phone states show the state of the monitored agent s or supervisor s telephone line For supervisors the phone states are displayed as follows PHONE STATE ICON DESCRIPTION Idle Supervisor s phone is on hook which means the supervisor is not on a call Busy Supervisor s phone is off hook which means that the supervisor is on a call Ringing Supervisor s phone is in alerting state a call is currently being delivered to the supervisor Do Not Disturb Supervisor has enabled the Do Not Disturb service Call Forwarding us Supervisor has enabled the Call Forwarding Always service Moving the Always mouse over this icon displays the number where the calls are forwarded CHAPTER 12 APPENDIX A GLOSSARY AND DEFINITIONS 77 PHONE STATE ICON DESCRIPTION Unknown CJ Supervisor s phone state is currently unavailable or unknown For agents the phone states are is combined with their ACD states and are displayed as follows PHONE STATE ACD STATE ICON DESCRIPTION Idle Ringing Any Idle Ringing Busy Do Not Disturb Call Forwarding Always Unknown Available Available Unavailable Sign In Sign Out Wrap Up Available Wrap Up Any Any Any a Agent s phone is on hook and the agent is available to take ACD calls A
66. page appears 2 Enter your TIPT user ID and password 3 Click Show options The area expands displaying advanced options 4 n the Hotel text box enter the user ID of the Hoteling Host that corresponds to the desk device you are using for example O3xxxxxxxx acme com 9 Click Sign In 6 You are signed in and Call Center associates that desk s phone with your user account for the duration of the session Note When you sign out from the Call Center client the Guest session with the Host device at the desk is terminated After sign out the Host user ID you entered is saved and can be re used on the next sign in Note The Host Guest association can be configured with a time limit If the association session expires while you are signed in to the client you are automatically signed out from client The association time limit is specified in either the Hoteling Host or Hoteling Guest service setup on the TIPT web portal CHAPTER2 GETTING STARTED 11 GET HELP Call Center provides you with on line access to a PDF version of this guide Telstra IP Telephony Reporting Back To Application Help iign Out Call Centre Logo Pane Help Link To access the document click the Help link in the top right corner of the main interface SIGN OUT 1 To sign out of the Call Center click Sign Out in the top right corner of the main interface 2 If you are the last agent to sign out of a call center a message appears providing the
67. phone is in alerting state a call is currently being delivered to the supervisor Do Not Disturb Supervisor has enabled the Do Not Disturb service Call Forwarding Always m Supervisor has enabled the Call Forwarding Always service Unknown Supervisors phone state is currently unavailable or unknown CHAPTER 5 MONITORING SUPERVISORS 46 CHAPTER 6 MANAGING CALL HISTORY Call Center collects call logs for your placed received and missed calls You can view organise and delete call logs using the Call History feature You can call any number available in Call History VIEW CALL HISTORY You can view your Placed Received and Missed calls To view your call history 1 In the Call Console panel click Call History By default the calls are grouped into Placed Received and Missed calls Show Missed Calls Y Missed Calls Received Calls Placed Calls Tim David 12 10 10 10 48 07 Tim David Tim David Tim David Tim David Grant Wilkins Grant Wilkins Matthew Smith Amy Watson Amy Watson Amy Watson Matthew Smith 2012 10 10 10 14 16 2012 10 10 10 13 27 2012 10 09 15 40 56 2012 10 09 15 40 36 2012 10 08 11 20 16 2012 10 08 11 19 20 2012 10 04 15 16 01 _ 2012 10 04 15 06 37 2012 10 04 15 04 59 2012 10 04 15 02 49 2012 10 04 14 42 37 4 Call History Dialog Box 2 To show calls in a specific group select that group from the Show drop down list
68. pped onto a contact no action is taken on the call The target contact expands and you can select the action button for the operation you want to perform on that call CHAPTER 4 MANAGING CALLS 31 l 2 J 4 SEARCH Be l ENTERPRISE x gt Tim David 61 353950075 r A Sales Call Centre tel 61353950503 PERSONAL Pe SUPERVISORS e amp ZX Davis Mia Nis moona 0353950512 Dragging Call and Dropping on Contact VIEW INCOMING CALL DETAILS Inbound calls are displayed in three ways e Global Messages Area e Call Console e Call Notification Pop up GLOBAL MESSAGE AREA When an inbound call from the Call Centre is presented to you the details of the call will display in the Global Messages area If the call is a direct call to your extension no information will display in the Global messages area The details will include the Wait Time for the call and the Queued Calls ratio T Telstra IP Telephony Reporting Back To Application Help Sign Out Call Centre i PremiumCallCentre Wait Time 00 00 Queued Calls 0 1 E quid amp Avaiabie PT When the Call Notification feature is enabled a Call Notification pop up window appears on top of the system tray when you receive an inbound call You are not able to answer the call from the Global Message Area CALL CONSOLE For calls to your direct number or extension the following information is displayed e Calling party name e Calling party number
69. r Adam Lyons 0458796541 Samuel Webb 03987458751 Taxi 132132 Warren Mobile 0419390502 Xu Ashcroft 089874561222 CHAPTER 8 MANAGING CONTACTS 53 Edit Personal Contact Dialog Box Adding Entry 3 Inthe Name text box enter the contact s name or description as you want it to appear in the contacts list 4 In the Number text box enter the phone number of the contact 9 Close the dialogue box to save the entry or Click Add to Save the current and add another new entry MODIFY PERSONAL CONTACT Personal contacts can only be modified if the name when being entered accidently included a 7 or the number entered is less than two digits To modify a personal contact P 1 In the Personal panel click Edit 2 Double click the entry to modify The entry becomes modifiable Modify your personal contacts Name Number Adam Lyons 0458796541 Samuel Webb 03987458751 Taxi 132132 Warren Mobile 0419390502 Xu Ashcroft 089874561222 Clive Owen 12 Edit Personal Contact Dialog Box Modifying Entry 3 Modify information as required 4 Close the dialogue box to save the changes DELETE PERSONAL CONTACT To delete a speed dial entry 1 In the Personal panel click Edit 2 Select the entry to delete and click Delete 3 Click X to save the action and close the dialogue box Modify your personal contacts Name Number CHAPTER 8 MANAGING CONTACTS Adam Lyons Samuel Webb Taxi Warren Mobile Xu Ashcroft Clive Owen
70. rt Abandoned Calls Reports Enter Parameters Tom hipa Telstra Telstra IP Telephony Abandoned Cal Report Multiple Call Centers Maliy fun Tis O20 2011 22400 AM Esd Tics 1249 201 L 12 00 AM Tane Zasa HOMT LO OC Aauralia Vecia ria Dats Fors A297 2011 93 067M 3 j D i gt 81 2 1 Toye py TT ore va erreur Sp en a LE nm g xa 1 LI L LI r e a a An LI AA m Ima LN E E m aa 5 7 IL sm E E ELI n L em in LIS LJ amn t au LS LJ nn n m LJ n id d LI LI b 4 LE os i ar L us re i m e LJ a am LI Lo mna _ Li t A LJ A 5 f i eR Li A ene m Cw b n LI im Lj w LJ LI Ld na LI n hd A a nN i mm eee Le p P n ln oo a d r i E E oy an an LJ n an am Hoe LL C G m r um fray g D i nm ume L t a LJ im sa LJ ac im oe tion v L v r L im im L a LI wrt 4 4 Am dm on L Ld w an g a N on L a E 1h 4 LE L LL kh r P on Abandoned Calls Report CHAPTER 10 GENERATING REPORTS CHAPTER 11 CONFIGURING AGENT You use the Settings page accessed via the Settings link at the top right of the main page to configure various aspects of th
71. s the date you want the report to start from It can be set by typing in the text box or clicking the Calendar icon This is compulsory The oldest historical date depends on the interval selected e 180 days of half hour interval statistics e 365 days of hourly interval statistics e 730 days of daily interval statistics This is the time when you want the report to start from You can select the hour format A M P M from the Hour Selection Type Time is applicable for hourly and minute intervals only This is the date when you want the report to end It can be set by typing in the text box or clicking the Calendar icon This is compulsory when a Historical report is selected This is the time when you want the report to end You can select the hour format A M P M from the Hour Selection Type Time is applicable for hourly and minute intervals only This is compulsory if a Historical report is selected CHAPTER 10 GENERATING REPORTS 1 7200 Historical or Real time MMM DD YYYY 1 12 AM PM or 00 23 hr MMM DD YYYY 1 12 AM PM or 00 23 hr 62 ALLOWED VALUE DESCRIPTION The sampling period is only applicable to interval based report templates and determines how the report information will be presented For 15 mins 30 mins Sampie example an hourly report displays information for each hour of the report Pn ue timeframe y y This allows you to specify in what format you would like the report output to
72. same directory the details of the currently expanded contact are automatically hidden SEARCH PANEL You use the Search panel to look for specific contacts in your contacts directories When search criteria are entered and a search performed search results are populated into a single area For information about performing contact searches see Chapter 8 Managing Contacts Searching for Contacts Li w SEARCH x wa XI Begins with All Directories vi Walker Adam ENTERPRISE Watson Amy ENTERPRISE 61353950521 Warren Mobile PERSONAL Contacts Pane Search Panel ENTERPRISE PANEL The Enterprise panel contains the contacts in your TIPT enterprise directory If your enterprise administrator restricted your access to the enterprise directory you can only see the contacts from your group ENTERPRISE X Walker Adam Watson Amy Finance Call Center MemberSales Call Center Sales Call Center Training Call Center Lincoln Cara Wilkins Grant Brown Jacqui Smith Matthew Davis Mia Contacts Pane Enterprise Panel The Enterprise panel displays the contact s name and phone number When you click on a contact the entry expands to provide the contact s details such as all available phone numbers To minimize the details click on the contact CHAPTERS3 EXPLORING THE WORKSPACE 23 SEARCH Y ENTERPRISE Walker Adam Watson Amy Finance Call Center MemberSales Call Center Sales Call Center Training Call
73. se options control when and how call notifications are displayed The options you can set are as follows e Focus window for incoming calls When this option is checked and the browser window running Call Center is minimized To restore the Call Centre window click the T icon in the task bar e This does not work in Firefox In Internet Explorer you have to have only one tab open in the web browser running Call Center e Show notification for calls When this option is checked Call Center displays the Call Notification pop up window on top of other applications windows when you receive a call When you check this box you need to select an option from the drop down list to specify the condition under which notifications are displayed This does not work if other tabs are open in the same web browser window as Call Center Also if calls come within eight seconds of each other the Call Notification pop up window appears only for the first call of that series CHAPTER 11 CONFIGURING AGENT 72 PROGRAM SHORTCUTS You use the Program Shortcuts settings to create Call Center shortcuts on your desktop for convenient access to Call Center The program shortcuts plug in allows for the creation of desktop shortcuts on a Windows platform which when clicked launches the applications in your default web browser e Add Shortcut This button when clicked creates a Call Center shortcut on your desktop e Remove Shortcut This button when c
74. tact and click Transfer for that contact The call is transferred and removed from the Call Console TRANSFER WITH CONSULTATION Use this method to transfer a call with an introduction to the destination party To transfer a call with consultation CHAPTER 4 MANAGING CALLS 37 1 Make a call to the person to which you want to transfer the call the original call is automatically placed on hold 2 Wait until the called party accepts your call and introduce the call 3 When ready to transfer from the Call Console panel select one of the two calls TXR 4 Move the mouse over the non selected call and click Transfer TXR C1 The calls are connected and removed from the Call Console panel TRANSFER TO QUEUE You can transfer a call back to a queue A transferred call is placed at the bottom of the queue To transfer a call to a queue 1 From the Call Console panel select the call to transfer 2 n the Contacts pane expand the Queues panel TXR 3 Click the destination queue and click Transfer TXR for that queue 4 The call is transferred to the selected queue and removed from the Call Console TAR 9 Alternatively drag the call onto the target queue and click Transfer TXR for that queue ESCALATING EMERGENCY CALLS You can escalate calls to the first available supervisor or to a specific supervisor You can also make an emergency call which quickly conferences an available supervisor into your call without placing t
75. unning Supervisors Panel This makes an emergency call to a supervisor Emergency oe This escalates a call to a supervisor Escalate scheduled Reports Window es Load Report This loads a scheduled report allowing you to view and modify it ET Delete Report This deletes a scheduled report CHAPTERS3 EXPLORING THE WORKSPACE 30 CHAPTER 4 MANAGING CALLS This section describes the operations you can perform to make and manage calls Your current calls are displayed in the Call Console with the calls currently involved in a conference displayed in a separate panel called Conference Call Call Center Standard 4112 gt Call Centre Standard Active 00 13 tel 61884414157 Lx is Gg CONFERENCE CALL Call Console Pane Calls panel CONFERENCE CALL g x amp Tim David 61 353950075 Active 02 50 GJ Active 01 33 oo te amp Mia Davis 61 353950512 Call Console Pane Conference panel Note 1 You can only have one conference at a time Note 2 To have more than 3 parties in a conference call you will need the N Way licence assigned N Way is a feature of the Executive service pack DRAG AND DROP CALL ONTO CONTACT In Call Center you can drag a call from the Call Console and drop it on a target contact in one of your contact directories This provides you with a quick way to perform operations on calls that involve a contact As the call is dragged a green icon is displayed When the call is dro
76. upervisors In addition agents can sign into a Call Center using hot desk functionality that is sign in from any available desk configured for that purpose Upon login that desk s phone is associated with that agent and behaves as if it were the permanent phone of the agent for the duration of the login session This allows agents to use a single login ID to perform their work independently of their location Note Call Centre does not support logging in as different users from the same machine at the same time SIGN IN FROM WEB BROWSER To sign in to the Call Center client use the same credentials that you use to connect to the web portal To sign in to Call Center 1 In your web browser enter the URL of the Call Center client https callcentre tipt telstra com callcentre The Call Center Sign in page appears IT S HOW WE CONNECT T Tetstra IP Telephorn CALL CENTRE Call Center Sign in Page 2 Enter your TIPT User ID in the format user domain and your Password 3 If you are unsure of your user ID and password contact your administrator 4 Providing the append domain name has been configured in the Show Options field you can also enter just the user part of your ID The system then appends the default domain to it before authenticating CHAPTER2 GETTING STARTED you However if your domain is different from the default domain you have to enter your user ID with the domain name Optionally if your s
77. y for queues listed on this page and sort and group queues by any column If you are a member of a call centre that uses skills based routing the skill level will be displayed os oe seem oem mme om Tom Queue Memberships Queue Number Wrap Up Policy Skil Level v PremiumcCallC 0884414116 1 00 1 Queue with Skill based routing level AGENT POLICIES You use Agent Policies settings to specify your post sign in ACD state post call ACD state wrap up timer and outbound CLID Agent Policies Post Sign in ACD State dj Available Post Call ACD State A Wrap Up ul Iw Set Wrap Up timer to 1E for queues without a policy e Post Sign In ACD State To configure your post sign in ACD state select a state from the Sign In State drop down list Your ACD state is automatically set to the selected state when you sign in to Call Center e f you selected Unavailable and unavailable codes are enabled for your organization select an unavailable code from the drop down menu CHAPTER 11 CONFIGURING AGENT 69 Post Call ACD State To configure your post call ACD state that is your ACD state upon completion of a call select a state from the Post Call State list If you selected Unavailable and unavailable codes are enabled for your organization select an unavailable code from the drop down menu In most cases when you select Wrap Up you must also configure your wrap up timer Set Wrap Up Timer to To set your post call wrap up timer che
78. y in the Contacts pane show or hide directory contents and select display order of information in certain directories SHOW OR HIDE DIRECTORIES You can decide which of the directories that you are allowed to access appear in the Contacts pane To display or hide a directory Ti 1 In the Contacts pane click Options 2 Select View Directories and then select or unselect the directory to display hide To display all directories select All X 3 To hide a directory you can also click the Close button for that directory SEARCH 4 ENTERPRISE 4 PERSONAL SUPERVISORS 3 A Contacts Pane Show Hide Contact Directories SHOW OR HIDE DIRECTORY CONTENT By default your directories are collapsed with only the title bar visible You can selectively expand the directories that you want to use To show or hide contacts in a directory 1 In the Search pane click the Show Hide button for that directory SHOW HIDE CONTACI DETAILS You can view the details of a contact in the directories To view contact details 1 In the Enterprise directory click on the contact The entry expands displaying the contact s phone numbers configured in that directory To minimise the agent s details click on the agent again CHAPTER 8 MANAGING CONTACTS 50 Davis Mia Em Gu C2 23 61353950512 61425857661 Mobile Enterprise Panel Contact Details SELECT DISPLAY ORDER Contacts in the Group Enterprise Agents an
79. yed for each call e Remote CLID This is the name of the remote party if available and the phone number in parenthesis e Call State icon This is a visual representation of the current state of the call e Call State name This is the display name of the call state the call is currently in for details see Chapter 3 Exploring the Workspace Call Console Pane Call States e Call duration Held duration This is the duration of the call from the time the call was received from TIPT and it reflects how long the call has been present in the system In addition if a call has been placed on hold a held timer will display The call entry also displays action buttons for the operations that you can currently take on that call The actions you can perform depend on the state of the call ld Enter Number Eh Direct 2 Call Console Calls in with Action Buttons CONFERENCE CALL PANE The Conference Call pane displays your current conference and allows you to manage your conference calls CONFERENCE CALL x amp Tim David 61 353950075 Active 02 50 amp Mia Davis 61 353950512 Active 01 33 CHAPTER 3 EXPLORING THE WORKSPACE 20 Call Console Conference Call Pane The header bar contains various controls that allow you to manage the conference END e End Conference button END This allows you to end the current conference LEAVE e Leave Conference button LEAVE This allows you to le
80. ystem has been configured to allow that you can configure you domain name Check Stay signed in to instruct the client to automatically re connect and sign in to the server when it detects a network connection This should generally be enabled to help mitigate intermittent internet connections When disabled the client signs out the user when the connection is lost To configure your domain name or the Call Center language click Show options The area expands displaying advanced options User ID 0353950512 modeltipt telstra com Password Stay signed in Hide options Bookmark this page Append Domain Hotel Host Language English US Call Center Sign in Page Advanced Options To configure your domain in the Append Domain text box enter your domain name When you enter your user ID without a domain the system will append the configured domain instead of the system wide default domain 10 To change the language from the Language drop down list select a new language 11 Click Sign In Call Center starts and you are signed in CHANGING YOUR PASSWORD ON FIRST TIME LOGIN The first time you log into the Agent client you are requested to change your password Your default password restrictions are configured by your Customer Group Administrator m p ps Ie d In your web browser enter the URL of the Call Center client Enter your TIPT user ID in the format user domain Enter your password Check Stay sign

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