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BroadWorks Hosted Thin Call Center Agent/Supervisor User Guide

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1. Message Waiting icon __ This icon is displayed if there is one or more outstanding voice messages left in the call center s voice mailbox This icon performs the role of a message waiting indicator for the call center Ratio of visible calls to display limit This is the number of calls in the queue that are currently displayed against the maximum number of calls that can be displayed for a queue Ratio of queued calls to queue length This is the number of calls in queue against the queue length that is displayed When you expand the panel for a call center the list of calls queued in that call center appears BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 106 OF 157 BR amp ADSOFT Innovation calling By default calls are listed according to their position in the queue with the oldest call first They can be grouped by the priority bucket For more information see section 14 6 Group Queued Calls The following information is provided for each call m Call Status icon graphic representation of the state of the queued call hee t a e Waiting The call is queued waiting to be answered Announcement ki An entrance announcement or music is being played to the caller Reordered The position of the call in the queue has been changed Bounced AN The call has been
2. The information is presented in the form of icons to the left of your name in the following format lt DND CFA Busy gt lt Voice Messaging gt The lt DND CFA Busy gt state is represented by one icon where Do Not Disturb has precedence over Call Forwarding Always which has precedence over your Busy Phone State If none of the services is enabled and your phone state is de the icon is not displayed The Voice Messaging icon is present only if you have outstanding voice messages BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 34 OF 157 BR ADSOFT Innovation calling 5 2 Call Console You use the Call Console to view and manage your current calls For information on managing your calls see section 6 Manage Calls Enter Number F Madoline Wyoming 2025551008 Incoming 00 04 fl con AC ED CONFERENCE CALL END ag amp Jean Richard 2025551007 Remote Held 01 33 roro ew amp Gregorio Valdez 2025551006 Remote Held 01 07 HS Figure 20 Call Console The Call Console contains the following areas m Header Bar m Dialer m Current Calls m Conference Call BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 35 OF 157 BR amp ADSOFT Innovation calling 5 2 1 Header Bar The header bar contains various controls that allow you to configure your services and perform call and service re
3. By default information about agents is hidden To view agents staffing a call center Check the Show Agents check box in the row for that call center Some fields are color coded to provide visual indicators of threshold severity Threshold values are configured by your administrator Severity Color 0 no threshold crossed No color 1 yellow threshold crossed Yellow 2 red threshold crossed Red Figure 116 Visual Indicators of Threshold Severity BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 114 OF 157 BR amp ADSOFT Innovation calling 15 2 Queue Information The Dashboard displays each call center queue on a separate line and provides the following information about each queue Name This is the name of the call center Status Premium call centers This identifies the service mode in which the call center currently operates which can be one of the following Night Service The call center is processing calls according to the Night Service schedule and policy Night Service Override The call center has been manually forced to follow the Night Service policy NOTE The Night Service or Night Service Override status appears only if the Night Service policy is triggered either by the Night Service schedule or by a manual override and if the action to apply to incoming calls is set either to Perform busy treatment or Transfer to pho
4. Click the Close button ina dialog box Cancel the changes Click the Dialer text box Click the Search text box Click the scroll bar or the next item on a list Click the scroll bar or the previous item in a list Scroll down one page Scroll up one page Select a call in the Call Console Click Answer on the selected incoming call in the Call Console Click End on the selected call in the Call Console 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 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Description This closes the open dialog box This exits the currently selected editable item such as a text box This places the cursor in the Dialer text box it retains the currently selected item if applicable NOTE In 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 This places the cursor in the Search text box it retains the currently selected item if applicable This selects the next item in the Call Console or the Queued Calls pane This selects the previous item in the Call Console or the Queued Calls pane This goes to the next page in the Call Console or the Queued Calls pane This goes to
5. Scheduled Report Recurrence Hange 128 Report Timeframe for a Non recurrent report rrrrrnvvrrnnnnvvrnnnnvvernnvvrnnnnnvvennnnvnennnnnnnnnnnnnn 129 Report Timeframe for Recurrent Report rrrnrnnvvvnnnnnvvrnnnnvvrnnnnvvennnnvnrnnnnnnennnnvnennnnnnennnnnnn 129 Report Sampling and Output Format rarrernrvrnnrvrnnrvrrnvvennvvrnnvvrnnrrnnnvennnvennnvennnvennnvennnvennnne 129 Scheduled Reports Dialog Box 130 1119 E E ENE EEE EE NE 132 ACCOUNT Change PIAS EE 133 Settings Application Agent 136 Settings Application Gupervieor 137 Settings le 138 BEE Er ose tessa A E E E E A T 139 Settings le Un e BE 143 Settings e 144 le 0 EEE EEE EE EEE EEE ENE 145 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 14 OF 157 BR amp ADSOFT Innovation calling 1 Summary of Changes This section describes the changes to this document for each release and document version 1 1 Changes for Release 19 0 Document Version 4 This version of the document includes the following changes m Updated section 17 4 5 Call Event Log for EV 196539 m Updated section 6 7 5 End Call for EV 198717 m Updated section 77 7 7 Workspace for EV 205434 1 2 Changes for Release 19 0 Document Version 3 This version of the document includes the following changes m Removed section on theme settings for EV 194697 m Updated sections 5 Explore Workspace and 17 1 7 Workspace for EV 1755
6. Updated Appendix B Keyboard Shortcuts for EV 130778 Updated sections 6 3 2 View Incoming Call Details and 17 4 1 Notification for EV 131521 Date October 14 2010 January 25 2011 February 17 2011 February 23 2011 February 24 2011 February 28 2011 March 8 2011 March 15 2011 March 16 2011 March 17 2011 March 23 2011 March 24 2011 April 7 2011 April 11 2011 April 12 2011 April 13 2011 April 23 2011 May 11 2011 May 17 2011 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Author Goska Auerbach Jessica Boyle Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Jessica Boyle Goska Auerbach Goska Auerbach Andrea Fitzwilliam Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach 40 CA5906 00 PAGE 3 OF 157 BR amp ADSOFT Release 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 18 0 18 0 18 0 18 0 Version a a oa uo Innovation calling Reason for Change Edited and published the document Updated section 14 Manage Queued Calls Supervisor for EV 141300 Updated section for EV 141759 Updated section 16 1 2 Schedule Report for EV 144204 Updated section 16 1 1 Run Report for EV
7. m 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 m Set Wrap Up Timer to To set your post call wrap up timer check the Set Wrap Up Timer to lt mm ss gt 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 NOTE Your post call wrap up timer setting may be overridden if your administrator sets the timer to a smaller value on BroadW oke m 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 If you checked Make outgoing calls as call center select the number to use from the drop down menu 17 2 3 Barge In amp Monitor Supervisor The following options only apply if you have the Directed Call Pickup with Barge in and or Call Center Monitoring services assigned If the Call Center Monitoring service is not assigned then the Monitor option is not visible Application Barge In amp Monitor Use warning tone when barging in Barging In Monitor Manage your Application pref
8. 1 12 Changes for Release 17 sp2 Document Version 1 This is a new document BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 17 OF 157 BR amp ADSOFT Innovation calling 2 About This Document This user guide provides step by step procedures and reference information for using BroadWorks Hosted Thin Call Center Release 19 0 client application 2 1 Audience This document is intended for Call Center agents and supervisors who use the BroadWorks Hosted Thin Call Center client 2 2 How This Guide is Organized The following table identifies the sections to refer to for information about the functionality provided by Call Center Section Overview Introduction to Call Center This section provides an overview of Call Center and the functionality Getting Started Explore Workspace Manage Calls Manage Call History E mail Contacts Manage Contacts Monitor IM amp P Contacts and Chat with Contacts Monitor Supervisors Agent Monitor Call Centers Agent Manage Agents Supervisor Manage Queued Calls Supervisor View Real Time Statistics Supervisor Generate Reports Configure Call Center Appendix A Glossary and Definitions Appendix B Keyboard Shortcuts BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC available to agents and supervisors This section describes how to sign in and out of Call Center
9. 16 1 6 Changes for Release 18 0 Document Version E 16 1 7 Changes for Release 17 Sp2 Document Version pe 16 1 8 Changes for Release 17 sp2 Document Version D 16 1 9 Changes for Release 17 5sp2 Document Version 3 17 1 10 Changes for Release 17 sp2 Document Version 3 17 1 11 Changes for Release 17 Sp2 Document Version 2 17 1 12 Changes for Release 17 sp2 Document Version A 17 2 AbBOoU TNS DOCUMENT vvs 18 ene 18 2 2 How This Guide iS Organized cccscccessceesseeesseceeecsseeceseecsaeecsaeecsseessaeeceaeessaeessaeessaeessaeeesas 18 2S Ad tonal TSS OW COS EE EE 19 3 introduction to Call Centet sssini naiai aiaa naaa ia aaa 20 3 1 Call Center Agent 21 3 2 Call Center Supervisor ENEE 22 A GST 24 4 1 Launch Call Center from Web Portal 24 4 2 Sign in from Web Browser sssnansnanennennnanenannnaninsennennnnnrnnnrnnnnrnnsrnnanrnnnrennnnnnrnnnnnnnnennnennnnennn 25 EE Te Re EE NN A 26 4 4 Sign in Hestrchons cccceeccesseeesseeeesseeeeseeeesseeeeseeeessseeceseeeeesaeeesseeesssneessensesssneeessneesssneessnneeess 27 5 DN 27 EE Te GT 28 4 7 GerUpCGallCenter e 29 4 8 Change Your Password cc cccsssccsssssessssecesseeessseeessseecseseecssseecseneesssnsesseaeesseneesssneesseneesesneeess 29 4 9 Change Your ACD State Agents 30 4 10 Change Your Instant Messaging and Presence State rrsrrrrnrrrnnvennnvennvennnvernnvernvnrrnnnnrnnnennn 30 4 11 Enable or Disable Services 0nnnnnn
10. Agent The Call Center Agent client is designed to support the needs of Call Center agents in any environment lt supports the full set of call handling functions ACD state management integration of multiple directories Outlook integration and other features required in large call centers Figure 1 shows the main interface of the Call Center Agent Call Center F sg y Offline Hotline Current Calls in Queue 12 20 Longest Waiting Call 12 10 No items to show EWT 07 00 AHT 0400 Hotline Call Center 4 ASA 03 04 Staffed 37 Technical Support Call Center Baldwin Cheryl Technical Support Current Calls in Queue 15 30 Longest Waiting Call EWT 06 10 AHT ASA 03 15 Staffed SUPERVISORS Baldwin Cheryl Gel Richard Jean Bueno Mario w CONFERENCE CALL X S No items to show SPEED DIAL a QUEUES a OUTLOOK a INSTANT MESSAGE Y DIRECTORIES Group Hotline Call Center Technical Support Call Center Baldwin Cheryl Figure 1 Call Center Agent Main Interface The interface contains the following work areas m Logo pane The Logo pane displays information about you and contains links to other pages and functions m Call Console You use the Call Console to view and manage your current calls Contacts pane The Contacts pane contains your contact directories the list of your supervisors and the list of the call centers to which you belong It allows you to use your contacts to make and manage your call
11. Busy or Away state you are considered to be online IM amp P capabilities are only available when you have an IM amp P service assigned on BroadWorks and are online For more information about the IM amp P capabilities of Call Center see section 10 Monitor IM amp P Contacts and Chat with Contacts To change your IM amp P state At the top right hand side of the main window select a new state from the Presence drop down list Your presence state is updated as soon as you select a new value SCH Lal Available h Available Busy Figure 15 IM amp P State Drop down List When you are online you can also specify a status message to display to your contacts BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 30 OF 157 BR amp ADSOFT Innovation calling To set the status message f 1 Click the Edit button next to the Presence box The Set IM Status dialog box appears IM Status lamin Gaithersburg office Figure 16 Set IM Status Dialog Box 2 Enter your message and click OK 3 To see your message move the mouse over the Edit button 1 A ToolTip with your presence massage appears eee ae Available p lam available nowy Figure 17 IM amp P Status Message in a ToolTip 4 11 Enable or Disable Services You can use the following services in Call Center Call Waiting Call Forwarding Always and Do Not Dis
12. Innovation calling Broad Works BroadWorks Hosted Thin Call Center Agent Supervisor User Guide Release 19 0 Document Version 4 9737 Washingtonian Boulevard Suite 350 Gaithersburg MD 20878 Tel 1 301 977 9440 WWW BROADSOFT COM BR amp ADSOFT Innovation calling BroadWorks Guide Copyright Notice Copyright 2013 BroadSoft Inc All rights reserved Any technical documentation that is made available by BroadSoft Inc is proprietary and confidential and is considered the copyrighted work of BroadSoft Inc This publication is for distribution under BroadSoft non disclosure agreement only No part of this publication may be duplicated without the express written permission of BroadSoft Inc 9737 Washingtonian Boulevard Gaithersburg MD 20878 BroadSoft reserves the right to make changes without prior notice Trademarks BroadWorks and BroadWorks Assistant Enterprise BroadWorks Call Center BroadWorks Communicator BroadWorks Receptionist and BroadWorks Deployment Studio are trademarks of BroadSoft Inc Microsoft MSN Windows and the Windows logo are registered trademarks of Microsoft Corporation Other product names mentioned in this document may be trademarks or registered trademarks of their respective companies and are hereby acknowledged This document is printed in the United States of America BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 20
13. cccccccscccssseecsseeessseeesseecesseeeesseeeesseeessseesscaeeessaeesssaeesssneesssneeeeees 68 6 12 1 Start Three Way Conference 69 6 12 2 Add Participant to Conference 69 6 123 elle Ree 70 6 12 4 Resume Conference EE vinari Na nnda iav idiin iinadakeda Nidai eas 70 6129 Aod Ms tele EE EE iwaeaetas nea teneuatchs uta aaa 70 6 12 6 Take Participant Off Hold 70 6 12 7 Leave Conference EEE 70 0120 End ICN AA EN EN 70 6 12 9 End OCT SCC EEN 70 7 M ge Call HIStOTY See een ne eee ne Enon na Oe ne eevee So ane ones Oe Suen eae Se meee 71 DoW AVIS AIA SION y GE 71 2 DERN 71 8 FINNES 72 8 1 Send E mail Message totCGomtact 72 9 Manage COS EEE NE PE 73 SA WCW e le EE EE ETA A A 74 SHOW Ol FE NENNE Je 74 9 1 2 Display Directory Below Call Console rrrnrnnvrnnnrvennnvvennnvvennnvvennnvvennnvvennnvnennnvnnnnnnennnnn 75 9 1 3 Show or Hide Directory Content 77 9 1 4 Show Contact Details 00 0 0 ccc eccccsecceeecesssseeeeeeeeeceseseeeeeeeeeeseeueeeeeeeecsseseeeeeeueeeesseseees 77 9 1 5 Select Display Order 78 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 8 OF 157 BR amp ADSOFT Innovation calling 92 NENNE rer 79 PN NE Ne 79 9 3 Search for Contacts ccccccessccccssscessssesceessceenscecasccenscsensccensesenseasnsensnscsenseesasanenssdesseesnseeenses 80 QO PN OOS 80 9 4 Manage Personal Contacts A 81 9 4 1 Add Personal Contact 81 9 4 2 Delete Person
14. for example Joe Smith 124036451 25 m Call length in the following format MM SS or HH MM SS if the call lasts longer than an hour for example 10 22 For each queue the following information is displayed m Call Center ID m Whether the agent has joined the queue m The agent s skill level in that queue if applicable Y AGENTS oR EN Deg Cat Eu BARGE CHAT Gei gt Wyoming Madoline Sign Out GO Dumas Marie Available Maldini Paolo Wrap Up Figure 102 Agents Panel Agent s Details BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 101 OF 157 BR ADSOFT Innovation calling 13 4 Change Agent ACD State You can force an ACD state change for an agent This action can only be performed on monitored agents To change and agent s ACD state 1 Inthe Agents panel click the agent and then click the ACD State button vn Y AGENTS Valdez Gregorio Zeenarie O Wyoming Madoline Available Unavailable Wrap Up Sign Qut Maldini Paolo Figure 103 Agents Panel Agent ACD States 2 From the drop down list select the new state 3 If you selected Unavailable you may have to select the reason for their unavailability 13 5 Silently Monitor Agent s Call The silent monitor function allows you to listen to monitored agents calls without being heard You can liste
15. m Promote Call in Queue Premium Call Center m Transfer Call to Another Queue m Transfer Call to Top of Queue Premium Call Center m Transfer Call from Queue to Agent m Transfer Call to Ad Hoc Number m Change Position of Call in Queue 14 1 Queued Calls Pane You use the Queued Calls pane to manage queued calls The Queued Calls pane displays the monitored call centers and lists the calls queued in each call center For information about selecting call centers to monitor see section 14 2 Select Call Centers to Monitor Each call center is displayed in a separate panel The panel s header provides the following information and controls m Call center name The name of the call center m Call center number The primary phone number of the call center QUEUED CALLS Premium CC 5143403030 s 010 010 AS TestCC 5143403023 ef 2 10 2110 X Priority 0 2 T ec3001 group3 5143403001 00 40 00 10 Figure 105 Queued Calls Pane BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 105 OF 157 BR amp ADSOFT Innovation calling Service Mode button F This identifies the service mode of the supervised call center Clicking the button launches the Edit Queued Calls Favorites dialog box and allows you to activate Night Service Override or Forced Forwarding The call center can be in one if the following service modes N
16. telephone telephone 4 mobile mobile I homePhone homePhone Add Delete Authentication Required DN Password Program Shortcuts Add Shortcut Remove Shortcut _ Activity Archive Disable Call Event Log Integration Rotate Log weekly k Open log location Manage your 3rd Party integration process 5 Plugins Figure 142 Settings Plugins 17 4 1 Notification These options control when and how call notifications are displayed The options you can set are as follows m Focus window for incoming calls When this option is checked and the browser BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC window that is running Call Center is minimized Call Center automatically restores the window on incoming calls This does not work in Firefox In Internet Explorer you must have only one tab open in the web browser running Call Center 40 CA5906 00 PAGE 139 OF 157 BR amp ADSOFT Innovation calling m 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 In addition if calls co
17. BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 71 OF 157 BR amp ADSOFT Innovation calling 8 E mail Contacts Call Center allows you to send an e mail message to a contact who has e mail configured on the system You must also have messaging enabled within Call Center settings For information see section 17 5 Settings Messaging The EMAIL button appears when you select a contact who has an e mail address configured 8 1 Send E mail Message to Contact To send an e mail message to a contact 1 Inthe Group Enterprise directory move the mouse over a contact who has e mail EMAIL 2 Click EMAIL Messaging service This brings up a new e mail window for the configured 3 Write your message and click Send BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 72 OF 157 BR amp ADSOFT Innovation calling 9 Manage Contacts You use the Contacts pane to perform call and monitoring operations on your contacts as well as to manage your contacts directories CONTACTS 4 SEARCH GROUP COMMON PERSONAL Y SUPERVISORS ler Baldwin Cheryl L Richard Jean Bueno Mario SPEED DIAL QUEUES OUTLOOK INSTANT MESSAGE DIRECTORIES Hotline Call Center Technical Support Call Center Baldwin Cheryl wl Valdez Gregorio Richard Jean Wyoming Madoline Dumas Marie W B
18. Dial Ad Hoc Number You use the Dialer located at the top of the Call Console to place a call to an ad hoc number EI Enter Number i Gr Figure 51 Dialer Dialing Ad Hoc Number To dial an ad hoc number 2 In the Dialer enter the phone number and click Dial The client issues a Click To Dial attempt to the specified phone number and the call appears in the Call Console 6 8 3 Redial Number BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Call Center keeps up to ten most recently dialed numbers which you can redial using the Dialer To redial one of the recently dialed numbers 1 Inthe 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 iB 202 Q LE 2025551 003 2025551005 2021234567 k 2025551111 Figure 52 Dialer Select Recently Dialed Number 2 Select the number to dial and click Dial The client issues a Click To Dial attempt to the selected number i button and select the number from the list that Alternatively click the Redial appears ail D SFARCH 2402251445 2405591 445 open 2025551003 2025551005 2021734567 2025551111 Figure 53 Dialer Redialing Number 40 CA5906 00 PAGE 61 OF 157 BR ADSOFT 6 8 4 Innovation calling Dial Contact You can use any directory in
19. They GC may or may not be available to take calls BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 147 OF 157 BR amp ADSOFT Innovation calling Phone State ACD State Busy Available Wrap Up Do Not Disturb Any Call Any Forwarding Always Private Any Unknown Any Icon Description Agent s phone is off hook which means that wo the agent is on a call Calls may be delivered to agents depending on their call waiting settings and the call center s call waiting and wrap up settings e Agent has enabled the Do Not Disturb service ACD calls are not delivered to an 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 block new incoming calls temporarily lt gt Agent has enabled the Call Forwarding Always service A Agent has enabled phone status privacy EC Agent is currently not monitored 18 4 Instant Messaging and Presence States IM amp P states indicate you or your contacts availability to communicate using the IM amp P client The possible states are as follows IM amp P State Icon Subscribed states Available i Busy Away Al Offline T Unsubscribed states Description The contact is online and available The contact is online but currently busy Do not disturb
20. This allows the supervisor to change a selected agent s ACD state This allows the supervisor to barge in on an agent s call by establishing a Three Way Call between the supervisor and the two parties involved in the call This answers an unanswered call for a monitored agent This promotes a selected call to the next highest priority bucket within the queue 40 CA5906 00 PAGE 50 OF 157 BR ADSOFT Innovation calling Button Description This retrieves a call from the queue to the supervisor s device When a call is manually retrieved via this action the call is reported as an Incoming call rather than an ACD call in the reports Retrieve REORDER This changes a call s position in the queue Reorder BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 51 OF 157 BR amp ADSOFT Innovation calling 6 Manage 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 NOTE You can only be involved in one conference at a time CALL CONSOLE han E Enter Humber i fy gt Madoline Wyoming 2025551008 Incoming 00 04 ET CONFERENCE CALL a Jean Richard 2025551007 Remote Held 01 33 Remote Held 01 07 ae Gregorio Valdez 2025551006 Fig
21. Windows_Username is your Windows user name BW User IDis your BroadWorks user ID The following events are captured based on activity that occurs on the Agent Supervisor client irrespective of ACD or direct inbound or outbound calls Statistic BroadWorks User ID Call Center ID Availability ACD State Call ID Call State Personality Remote Name Remote Number Last Redirected Name Last Redirected Number Time Description BroadWorks user ID Call Center ID for inbound ACD calls only Agent s joined state Agent s ACD state ID of the call State of the call The personality of the call It indicates whether the user originated this call or whether the call was placed to the user External caller name External caller number Last redirected name Last redirected number Date stamp of record Allowed Values String String null Joined Not Joined null Sign On Available Unavailable Wrap Up Sign Out null String null Idle Incoming Outgoing Active Held Remote Held Detached Released null Integer 0 1 2 0 BroadWorks Originator Originator 2 Terminator String or null String or null String or null String or null Long Date Time Format BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Example Value ismith abc net ABCSales Joined Null 192 165 1 5 1 Incoming Null 5555551234 Jane Doe Null
22. and click Transfer TYR 6 11 4 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 5 In the Supervisors panel click Escalate Co to let the system select a supervisor or to select the supervisor yourself click an available supervisor and click Escalate ila for that supervisor When the supervisor accepts your call soeak to the supervisor about the issue In the Call Console select the original call Move the mouse over the call to the supervisor and click Conference amp conference call is established and the calls appear in the Conference Call al panel To hand the call over to the supervisor click Leave Conference I in the Conference Call panel 6 11 5 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 1 In the Supervisors panel click Escalate Co to let the system select a supervisor or to select the supervisor yourself click an available supervisor and click Escalate stell for that supervisor 2 When the supervisor accepts your call speak to the supervisor about the issue 3 Inthe Call Console select the original call BROADWORKS HOSTED THIN CALL CENT
23. saving 60 Viewing Agent details 101 Call Center panels 109 Call History 71 Calls 55 Contacts 74 Current calls 55 Directory 74 Incoming call details 56 Queued calls details 109 Show or hide 109 Viewing IM amp P presence state 88 Web browser sign in 25 Workspace Call Console 35 Call History 46 Configuring settings 134 Contacts pane 39 Controls 47 Exploring 32 Logo pane 34 40 CA5906 00 PAGE 157 OF 157
24. your group is part of a service provider or enterprise directory if your group is part of an enterprise However if your enterprise administrator restricted your access to the enterprise directory you can only see the contacts from your group GROUP A Hotline Call Center Technical Support Call Center Baldwin Cheryl W Valdez Gregorio Richard Jean Wyoming Madoline Dumas Marie Se Bueno Mario 4 Maldini Paolo Figure 28 Contacts Pane Group Panel 5 3 3 Common Panel The Common directory contains the contacts in your group s common phone list configured by your administrator on BroadWorks v COMMON Il MX ABC Travel Help Desk Human Resources Pizza Xpress Shipping Big Items 1 Figure 29 Contacts Pane Common Panel BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 41 OF 157 BR amp ADSOFT Innovation calling 5 3 4 Personal Panel The Personal panel contains the contacts from your BroadWorks Personal Phone List It displays the name description and phone number of each contact For information about managing your personal contacts see section 9 4 Manage Personal Contacts PERSONAL Dad Fred in Marketing Janet My Dentist Tom s Mobile Figure 30 Contacts Pane Personal Panel 5 3 5 Agents Panel Supervisors The Agents panel is used by supervisors to monitor and
25. 2008 04 03 12 08 17 859 40 CA5906 00 PAGE 142 OF 157 BR amp ADSOFT Innovation calling NOTE Each row in the log file records a single event change and as such columns like Availability ACD State and Call State may contain null values since an alternate column value caused the event change For example Wrap Up is stored in ACD State while Call State and other columns store null 17 5 Settings Messaging The Messaging tab allows you to configure various messaging options for Call Center Currently e mail messaging and instant messaging are supported Application Services Plug ins Messaging Email Messaging Use default mail application for emails Instant Messaging amp Presence Open incoming instant messages in mimized windows Figure 143 Settings Messaging 17 5 1 E mail Messaging These options allow you to specify the mail client you use for sending e mail messages From the drop down list select the mail client to use for e mails If you selected the custom Simple Mail Transfer Protocol SMTP option you also need to configure the following options m Display Name This is the name that is displayed in the From field m Reply to Address This is the address where reply messages can be sent m Default Subject This is the subject that appears when you generate an e mail message in Call Center m SMTP Host This is the IP address of the SMTP host m SMTP Port This is the
26. 5 End Call To end a call Click End for that call NOTE Ifthe call has not yet been answered the calling party continues to ring until no answer or another applicable timer expires or the user hangs up 6 8 Make 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 6 8 1 Set Your Outgoing Calling Line Identity Premium Call Center As a Call Center agent 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 To set your outgoing call identity for the next call In the Dialer click the Outbound CLID button R and select the number from the drop down list The number you select is displayed as your CLID when you make the next call es E Ma FA k h LL es L Pl el i wf 2025551037 2025551012 R one Figure 50 Dialer Setting Outbound CLID For information on permanently setting your outbound CLID see section 17 2 2 Agent Policies Agent BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 60 OF 157 BR amp ADSOFT 6 8 2 Innovation calling
27. 95 Figure 95 Select Queues Dialog BOX rrnrrrnnrvrnnvvrnnvvrnnvvrnnvvrnnvvrnnnvrnnvnrnnnvrnnnnennnnsnnvennnnennnnennnnesnnnessnvensnnenn 97 Figure 96 Select Fields Dialog BOX e 97 Figure 97 Dashboard Options Sort Dy 98 FOUS 96 AGEING Pall Cl E 99 Figure 99 Edit Monitored Agents Dialog Dos 99 Figure 100 Agents Panel Monitored Agents 100 Figure 101 Agents Panel Agents with Phone and ACD State Deplaved A 100 Figure 102 Agents Panel Agent s Details nk 101 Figure 103 Agents Panel Agent ACD States cccccccccssceessneeeessneeeeessneeeeseneessseeeeessneeeessseeeessneeeess 102 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 PAGE 13 OF 157 BR amp ADSOFT Figure 104 Figure 105 Figure 106 Figure 107 Figure 108 Figure 109 Figure 110 Figure 111 Figure 112 Figure 113 Figure 114 Figure 115 Figure 116 Figure 117 Figure 118 Figure 119 Figure 120 Figure 121 Figure 122 Figure 123 Figure 124 Figure 125 Figure 126 Figure 127 Figure 128 Figure 129 Figure 130 Figure 131 Figure 132 Figure 133 Figure 134 Figure 135 Figure 136 Figure 137 Figure 138 Figure 139 Figure 140 Figure 141 Figure 142 Figure 143 Figure 144 Figure 145 Innovation calling Silently Monitored Cal 103 Que ed Calls Pane E 105 Queued Calls Options Edit Queue Favorite Dalogue 107 Edit Queue Favorites Dialog Box 108 Queued Calls Options View rarernrrrnnvennvernrrrnnvennven
28. ACD state and allows you to change it ACD State This displays your current IM amp P presence state and allows you to Presence State change it using the drop down list This displays Call History H Call History ans This allows you to turn Auto Answering on or off Auto Answer BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 47 OF 157 BR amp ADSOFT Name Innovation calling Gs A Call Waiting END End Conference A LEAVE Leave Conference HOLD Hold Conference ANS Resume Conference BARGE BARGE Barge In E Call Notification Pop up Window Web Pop URL D Chat AF ag INVITE CH Pull Out Directory vCard Window Call d User to Chat Invite op out 3 Pop in Minimize d o Supervisors Panel Agents G ot lose Emergency Escalate Description This allows you to turn Call Waiting on or off It is available only if you have been assigned the Call Waiting service This ends a conference call This disconnects you from the conference while allowing other participants to continue the call This holds the conference call This resumes a held conference This un mutes your Silent Monitoring call thereby establishing a Three Way Conference This places a selected directory below the Call Console This
29. Codes ccccccssccessecsssecsseecsseeesseecsseecsseecsseeseseessseecsaeeseaeeesseeseneas 30 Figure 15 IM amp P State Drop down et 30 Figure 16 Set IM Status Dial g BOX vassere 31 Figure 17 IM amp P Status Message in a Tocollm cccccescesssecesseecesseeeesseeeesseeessseeessneesssaeeessneeessaeeesness 31 Figure 18 Call Center Agent Main Interface 32 Figure 19 Call Center Logo Pane nsnannnnennnennnnnnnannnnnnnnnsnnnnnennnnnnnrrnsnnnnsrnnnnnnsrensrnnnsennnrnnnnrnnnnnnnnennneenae 34 Foure GE 0 0 EE EE eee ee ee eee 35 Figure 21 Call Console Header Bar 36 Salle 36 Figure 23 Call Console Current Calls cccccccscccsssecssseesssseccsseecesseeceseeeessseesssseeessneesssaeesssneesseaeessness 37 Figure 24 Call Console Conference Call 38 Figure 25 COMACIS LE 39 Figure 26 Group Panel Contact in Focus with Action Buttons 40 Figure 27 Contacts Pane Search Panel 41 Figure 28 Contacts Pane Group Panel rarrennnvvennnvvennnvvrnnnvnrnnnvrrnnnvernnnvernnnnesnnnnessnnvennnnnensnnnensnnnensnnnenn 41 Figure 29 Contacts Pane Common Panel rrnnrrrnnnvvrnnnvvrnnnvvrnnnvvrnnnvernnnvennnnvennnnnesnnnvensnnnessnnnensnnnensnnnenn 41 Figure 30 Contacts Pane Personal Panel 42 Figure 31 Contacts Pane Agents Hanel 42 Figure 32 Contacts Pane Supervisors Panel 42 Figure 33 Contacts Pane Speed Dial Panel n nnnnannnannnnannnannnnnnnanrnnnennnrnnnnrnnnrnnnsennnrnnnnrnnsennnnrnnneenne 43 Fig
30. Console 75 Directories panel 45 40 CA5906 00 PAGE 154 OF 157 BR amp ADSOFT Innovation calling Directory Agents 42 Custom 43 Enterprise Group 41 Instant Message 44 Outlook 44 Personal 42 81 Queues 43 Search 41 Searching 80 Sort 79 Speed Dial 43 83 Supervisors 42 Viewing 74 Disabling services 31 Disposition codes assigning to calls 57 Dragging and dropping calls 54 Editing Instant Message directory 87 E mail Configuring options for 143 E mailing contacts 72 Emergency call 65 Enabling Forced Forwarding 111 Night Service Override 111 Services 31 Ending Call 60 Conference 70 Conference participant 70 Enterprise panel 41 Escalating call 65 Blind 66 Conference 67 Consultation 67 Emergency 65 Handover 67 Mid conference hold 67 Exploring workspace 32 Forced Forwarding enabling 111 General settings configuring 132 Generating Call trace 57 Reports 118 Enhanced 119 Global Message Area 34 Glossary 146 Group panel 41 Grouping queued calls 109 Handover escalating call 67 Header bar 36 Help getting 27 Holding Call 63 Conference 70 Hotel Guest settings configuring 133 IM amp P Accepting subscription requests 87 Configuring options for 143 Contacts chatting with 89 Subscribing to contact 85 Unsubscribing from contact 87 Viewing presence state of contacts 88 IM amp P presence Changing by agent 30 IM amp P states 148 Incoming call vie
31. Daily ir Output PD Format d Figure 133 Report Timeframe for a Non recurrent report For a recurrent report select the time frame relative to the report generation time for example the previous month previous five days and so on Timeframe Previous 1 Day bal L Sampling Dei d Output Format PDF Ke Figure 134 Report Timeframe for Recurrent Report NOTE A report time frame always has a beginning date and time and an end date and time Fora recurring report the relative time frame is converted to the actual dates and times at the moment when the report is run The actual time frame always starts at the top of the hour day week month or year and Is based on the selected time zone and day of the week For example if a report is scheduled to run every day at 5 45 P M for the previous two hours then the actual time frame of the report is from 3 00 P M to 5 00 P M of the day when the report IS run Specify the sampling frequency From the Sampling drop down list select a frequency 10 Specify the output format of the report From the Outout Format drop down list select a format for example PDF Timeframe Previous 1 Day bl Sampling Dy Je Output Format PDF D Figure 135 Report Sampling and Output Format 11 Enter the
32. EWT 00 06 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 1 Figure 94 Dashboard Pane Agents The following information is provided for each monitored call center m Call center name The name of the call center m Service Mode Premium call centers The mode in which the call center currently operates This field can have one of the following values Night Service The call center is processing calls according to the Night Service schedule and policy BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 95 OF 157 BR amp ADSOFT Innovation calling Night Service Override The call center has been manually forced to follow the Night Service policy NOTE The Night Service or Night Service Override status appears only if the Night Service policy is triggered either by the Night Service schedule or by a manual override and if the action to apply to incoming calls is set either to Perform busy treatment or Transfer to phone number SIP URI Setting the action to None acts as if the Night Service policy was not triggered and the Night Service Night Service Override status is not displayed in Call Center Holiday Service The call center is processing calls according to the Holiday Service schedule and policy NOTE The Holiday Service status appears o
33. IM amp P Contacts and Chat with Contacts 9 1 View Contacts Call Center allows you to select directories to display in the Contacts pane and below the Call Console show or hide directory contents and select the order of appearance for information in certain directories 9 1 1 Show or Hide Directories You can decide which of the directories that you are allowed to access appear in the Contacts pane All directories can be displayed individually in the Contacts pane In addition you can decide which directories to display in the Directories panel on their own or with other directories and below the Call Console BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 74 OF 157 BR amp ADSOFT Innovation calling To show or hide a directory in the Contacts pane 1 Inthe Contacts pane click Options wf 2 Select View Directories and then select or unselect the directory to display hide To display all directories select All To hide a directory you can also click the Close button x for that directory NOTE You cannot close the Directories panel Directories l All SEARCH Display Mame ko SEARCH p GROUP PERSONAL A Group Custom SUPERVISORS SEERE A SPEED DIAL we GUEUES A a QUEUES w SPEED DAL Ki SUPERVISORS CUSTOM Management p DIRECTORIES Hotline Call Center Figure 63 Contacts Pane Show Hide Contact Direc
34. The contact is connected but away from the computer The contact if offline If you are offline you do not receive any presence updates or instant messages Also your Instant Message pane is empty and the IM amp P state of your contacts in other Contact panels is set to Offline Pending E You sent a subscribe request to the contact but it has not yet Subscription E been accepted Clicking the icon resends the request Not The contact has IM amp P but you are not subscribed to monitor subscribed their state The contact is not listed in the Instant Message directory Clicking this icon sende a subscription request to the contact BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 148 OF 157 BR amp ADSOFT Innovation calling 18 5 Call States Call states are the states that your current calls can be in They are as follows Call State Ringing In Local Ringing In Remote Ringing Out Outgoing Active On Hold On Hold Remote Active In Conference On Hold In Conference Ringing In Recalled Call 18 6 Call Types Display Name Display Icon Call Personality Call Actions Incoming Local eh Click To Dial Answer End Incoming Terminator Answer Conference op End Outgoing Originator Conference End Active Any Transfer Hold End Conference Held Any
35. 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 select the call to transfer 2 Inthe Contacts pane expand the Queues panel 3 Click the destination queue and click Transfer for that queue The call is transferred to the selected queue and removed from the Call Console Alternatively drag the call onto the target queue and click Transfer for that queue 6 11 Escalate 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 the remote party on hold You use the Supervisors panel located in the Contacts pane to escalate calls 6 11 1 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 conferenced in to the call You can let Call Center select the supervisor or you can select the supervisor yourself NOTE To make emergency calls you must have the Three Way Call or N Way Call service assigned BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 65 OF 157 BR amp ADSOFT Innovation calling To make an emergency call to an available supervisor 1 While on the call click Emergency zi in t
36. 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 on signout box To customize your workspace 1 2 3 Arrange the windows the way you like Click the Save Workspace button to save the current configuration To restore the system default click Restore To Default At any time to return to the last saved configuration click the Load Workspace button BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 135 OF 157 BR amp ADSOFT Innovation calling 17 2 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 Le ttt RW on ELELE RISES Queue Number Wrap Up Policy Skill Level Banking 1000001045 1 00 6 Cards 1000001047 1 00 1 General 1000001043 1 00 9 HealthCare 1000001049 1 00 4 Marketing 1000001043 1 00 6 Mortgage 1000007044 1 00 N A Payroll 1000001042 1 00 1 Sales 1000001041 1 00 5 Trading 1000001046 1 00 5 Transport 1000007050 1 00 5 Agent Po
37. dentist Daycare 2025505934 Weather 240777 TT TT Brad Green Figure 78 Edit Speed Dials Dialog Box Modifying Entry 3 Modify information as required 4 To save the changes click anywhere in the dialog box outside the entry 9 5 3 Delete Speed Dial Entry To delete a speed dial entry 1 Inthe Speed Dial panel click Edit d The Edit Speed Dials dialog box appears 2 Select the entry to delete and click Delete Modify your speed dial lists Code Phone Number Description 2 2023454333 My dentist 02 2407777TTTT Brad Green 200 2025505934 Weather Figure 79 Edit Speed Dials Dialog Box Deleting Entry BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 84 OF 157 BR amp ADSOFT Innovation calling 10 Monitor IM amp P Contacts and Chat with Contacts When you have an IM amp P service assigned on BroadWorks you can chat with other IM amp P users and see the presence state of selected IM amp P users directly from Call Center IM amp P capabilities are available only when you are online For information on setting you IM amp P presence state see section 4 10 Change your Instant Messaging and Presence State 10 1 Monitor IM amp P Contacts To view the presence state of an IM amp P contact you have to first subscribe to the contact Otherwise Call Center displays the contact s state as Unsubscribed When you send a subscription request to a con
38. displayed The state of agents who are not monitored appears as unknown dimmed Y AGENTS Valdez Gregorio O Wyoming Madoline Dumas Marie WJ Maldini Paolo OG Jones Shirley ZS Smith Stan Available Wrap Up Sign Out Wrap Up Figure 100 Agents Panel Monitored Agents The list is saved and is available during subsequent sessions 13 2 Agent Phone and ACD States Monitored agents have their phone and ACD state displayed A single icon to the left of the agent s name represents the agent s combined phone and ACD state which indicates the agent s ability to take calls In addition the agent s ACD state is also displayed in text following their name If the agent s ACD state is set to Unavailable the unavailable code is also displayed if applicable Other agents have their state set to Unknown Y AGENTS Valdez Gregorio O Wyoming Madoline Dumas Marie Wi Maldini Paolo OG Jones Shirley Smith Stan Available Wrap Up Sign Out Wrap Up Figure 101 Agents Panel Agents with Phone and ACD State Displayed The possible agent s phone and ACD states are as follows Phone State ACD State Icon Description Idle Available Agent s phone is on hook and the agent is Z available to take ACD calls Ringing Available Een is ringing and the agent is available o take the call Any U
39. information see section 5 2 3 Current Calls For information on managing conferences see section 6 72 Manage Conference Calls 5 2 5 Call States and Actions The following table lists the possible call states and actions that can be performed on calls in each state Call State Display Name Ringing In Incoming Local Local Ringing In Incoming Remote Ringing Out Outgoing Outgoing Active Active On Hold Held Display Icon cj p Call Personality Click To Dial Terminator Originator Any Any BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Call Actions Answer End Answer Conference End Conference End Transfer Hold End Conference Transfer Resume End Conference 40 CA5906 00 PAGE 38 OF 157 BR amp ADSOFT Innovation calling Call State On Hold Remote Active In Conference Held In Conference Ringing In Recalled Call 5 3 Contacts Pane Display Name Remote Held Active Held Call Recalled Display Icon Ul Al Call Personality Any Conference Conference Terminator Call Actions Transfer Hold End Conference Transfer Hold End Resume Transfer End Answer Conference End The Contacts pane contains your contact directories and allows you to use your contacts to make or manage ca
40. manage agents under their supervision For more information see section 13 Manage Agents Supervisor AGENTS OR Gei amp Valdez Gregorio Unavailable Gi Wyoming Madoline Sign Cut O se Dumas Marie vurap Up Maldini Paolo Sign Out d Jones Shirley Wyrap Up L Smith Stan Available Figure 31 Contacts Pane Agents Panel 5 3 6 Supervisors Panel Agents The Supervisors panel available to agents contains the list of your supervisors The main purpose of this directory is to allow you to contact a supervisor quickly SUPERVISORS at WW Baldwin Cheryl wf Richard Jean Bueno Mario Figure 32 Contacts Pane Supervisors Panel Selected supervisors have their call status displayed For more information see section 11 Monitor Supervisors BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 42 OF 157 BR amp ADSOFT Innovation calling 5 3 7 Speed Dial Panel The Speed Dial panel allows you to manage your Speed Dial 8 and Speed Dial 100 contacts It is available to users who have been assigned Speed Dial 8 and or Speed Dial 100 services If you only have one of these services you only see the entries for that service in your Speed Dial directory For each configured speed dial number Call Center displays the speed dial code and description The description is what you entered when configuring the number For information
41. of all agents assigned to this call center The fields that provide visual indicators are Current Calls in Queue Longest Waiting Call EWT AHT and ASA BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 C A5906 00 2013 BROADSOFT INC PAGE 96 OF 157 BR ADSOFT Innovation calling 12 2 Select Call Centers to Monitor You can select up to 50 call centers to monitor in the Dashboard pane You can only monitor call centers to which you have been assigned To select call centers to monitor 1 Inthe Dashboard pane click Options BR and select the Select Queues option The Select Queues dialog box appears Select All wv Account Technical Billing CustomerSupport Network Figure 95 Select Queues Dialog Box 2 Check the call centers you want to monitor and click Save 12 3 Select Information to Display You can select which performance indicators you want to display in the Dashboard pane To select information to display 1 Inthe Dashboard pane click Options and select the Select Visible Fields option The Select Fields dialog box appears Select the fields to be shown on the Dashboard Select All Service Mode w Current Calls in Queue v Longest Waiting Call Expected Wait Time EWT e Average Handling Time AHT Average Speed of Answering ASA Staffed Figure 96 Select Fields Dialog Box BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERV
42. of the document includes the following changes Added section 6 6 Record Calls for the Call Recording Thin Clients Feature Description EVs 46939 and 141973 Updated sections 4 Getting Started and 17 4 2 Microsoft Outlook for EV 153628 Updated section 77 6 3 Default Service level Calculations for EV 141759 1 7 Changes for Release 17 sp2 Document Version 6 This version of the document includes the following changes Updated section 14 7 Order Queued Calls for EV 142502 1 8 Changes for Release 17 sp2 Document Version 5 This version of the document includes the following changes Updated section 14 Manage Queued Calls Supervisor for EV 141300 Updated section 16 1 1 Run Report for EVs 141759 and 143506 Updated section 16 1 2 Schedule Report for EV 144204 Updated document for the usability enhancements Updated sections 9 4 Manage Personal Contacts and 9 5 Manage Speed Dial Numbers for EV 145992 Removed the section about transferring calls to voice mail for EV 146029 Updated section 14 8 Monitor Next Call for EV 146021 Updated sections 11 2 Supervisor Phone States 13 2 Agent Phone and ACD States and 18 3 Phone States for EV 146017 Updated section 4 6 Sign Out with comments from testing BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 16 OF 157 BR amp ADSOFT Innovation calling 1 9 Changes for Release 17 sp2 Document Version 4 This version of t
43. 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 dropped 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 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 54 OF 157 BR amp ADSOFT Innovation calling 2025551000 2025551000 w CONFERENCE CALL No items to show a SEARCH 4 GROUP Incoming Local 00 21 4 PERSONAL 4 SUPERVISORS a QUEUES CUSTOM Management w DIRECTORIES Group Call Center Hotline Call Center Technical Support Cheryl Baldwin Gregorio Valdez gt 12025551006 Figure 43 Dragging Call and Dropping on Contact 6 3 View Calls You can view your current calls and your past calls Call History For information about Call History see section 7 Manage Call History 6 3 1 View Current Calls Your current calls are displayed in the Call Console with the calls involved in a conference displayed in a separate pane called Conference Call AI WA i AAT TN e len IE Enter Number i Eo i gt Madoline Wyoming 2025551008 w CONFERENCE CALL amp Jean Richard 2025551007 Gregorio Valdez 2025551006 Incoming 00 04 Teno END x Remo
44. password Is shared with your web portal and other client applications that share BroadWorks Single Sign On feature It must meet the password requirements set on BroadWorks BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 29 OF 157 BR amp ADSOFT Innovation calling 4 9 Change Your ACD State Agents When you sign in to Call Center your ACD state is set to the post sign in ACD state set on the Settings page To change your ACD state 1 At the top right hand side of the main window select your ACD state from the ACD drop down list Figure 13 Logo Pane ACD State Control 2 If you selected Unavailable and your company requires you to provide a reason for your unavailability select an Unavailable Code from the drop down list amp Available None None amp Unavailable gt COFFEE On coffee break 15 min amp Wrap Up Se Us X LUNCH At lunch 45 min MEETING In a staff meeting gi 020 X PERSONAL Personal reasons Figure 14 Logo Pane Unavailable Codes 4 10 Change Your Instant Messaging and Presence State When you sign in to Call Center Call Center connects to the Instant Messaging and Presence IM amp P server and sets your presence state to Available You can change your presence state and provide a status message to display to your contacts The possible states are Available Busy Away and Offline When you are in Available
45. perform the initial setup change a password and obtain help This section provides an overview of the user interface This section provides information on how to make and manage calls This includes using your contacts to make calls or perform actions on existing calls This section provides information on managing call logs This section includes information on how to send e mail messages to contacts This section provides information on managing contact directories and searching for contacts This section provides information about monitoring the presence state of your IM amp P contacts and chatting with them This section describes how agents can monitor the phone state of selected supervisors This section describes the Dashboard panel available to agents The Dashboard panel allows agents to view key indicators about selected call centers they are staffing This section describes how supervisors can use Call Center to manage agents under their supervision This section provides information on managing queued calls This section describes the Dashboard that supervisors can use to monitor the state of selected call centers and agents This section describes how to generate and schedule reports This section describes the settings you can configure to set up and customize Receptionist for improved usability This appendix contains definitions of terms used in Call Center This appendix describes the keyboard shortcuts
46. port of the SMTP host Outgoing SMTP Server requires Authentication When this option is set authentication is required to send e mails m Username This is the name you must enter to authenticate yourself m Password This is the password part of your authentication credentials m Mail Type This is the type of mail to use a Mail Template This is the mail template to use 17 5 2 Instant Messaging and Presence Check this option if you want the Chat windows that appear when you receive an instant message to appear in minimized format BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 143 OF 157 BR amp ADSOFT Innovation calling 17 6 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 these values as required when generating reports BROADWORKS Call Center Default Thresholds Call Completion Short Duration Call Service Level Abandoned Call Date Format G MMDDIYYYY ODDMMIYYYY Time Format G AMPM 24 Hour Default Start Day Of Week Sunday vi Default Service Level wi Include Overflow Time Transferred Calls Calculations Include All Other Transfers Exclude Abandoned Calls O Include all abandoned calls Include all abandoned calls except before entrance completes Include Abandoned
47. published document Removed section on theme settings for EV 19469 Updated sections 5 Explore Workspace and 17 1 7 Workspace for EV 175559 Edited changes and published document Updated section 17 4 5 Call Event Log for EV 196539 Updated section 6 7 5 End Call for EV 198717 Updated section 17 1 7 Workspace for EV 205434 Edited changes and published document Date January 31 2012 February 21 2012 March 19 2012 March 21 2012 May 11 2012 October 5 2012 November 15 2012 December 3 2012 January 22 2013 February 22 2013 June 7 2013 June 17 3013 July 26 2013 July 29 2013 November 11 2013 November 29 2013 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Author Goska Auerbach Goska Auerbach Jessica Boyle Goska Auerbach Goska Auerbach Patricia Renaud Goska Auerbach Jessica Boyle Goska Auerbach Patricia Renaud Goska Auerbach Jessica Boyle Goska Auerbach Goska Auerbach Goska Auerbach Jessica Boyle 40 CA5906 00 PAGE 5 OF 157 BR amp ADSOFT Innovation calling Table of Contents 1 Summary OF Changes sirinin aa aadar i 15 1 1 Changes for Release 19 0 Document Version A 15 1 2 Changes for Release 19 0 Document Version 2 15 1 3 Changes for Release 19 0 Document Version 2 15 1 4 Changes for Release 19 0 Document Version E 15 1 5 Changes for Release 18 0 Document Version 7
48. 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 for that contact Dial contact Phone 12025551001 Paolo Maldini Figure 54 Group Panel Expanded Contact with Action Buttons Alternatively to dial the contact s extension click Extension or to dial the contact s mobile number click Mobile The client issues a Click To Dial attempt to the specified phone number and the call appears in the Call Console 6 8 5 Dial from Search BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC You use the Search panel in the Contacts pane to search for contacts in your contacts directories For more information see section 9 3 Search for Contacts To dial a number from search 1 Perform a search 2 Click the target contact to expand it and then click Call jam SEARCH A All Directories Dial contact Phone 2025551001 STOP Current EWT ASA ha x v Begins with Madoline Wyoming Figure 55 Dial From Search 40 CA5906 00 PAGE 62 OF 157 BR ADSOFT 6 8 6 Innovation calling Dial from History You can dial any number that is available in Call History To dial from Call History 1 Inthe Call Console click Call History EI The Call History dialog box appears Cowboys Ticket Sale Received calls 4 04 EDT 2011
49. the creation of desktop shortcuts on a Windows platform which when clicked launches the applications in your default web browser m Add Shortcut This button when clicked creates a call center shortcut on your desktop Remove Shortcut This button when clicked 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 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 141 OF 157 BR amp ADSOFT Innovation calling 17 4 5 Call Event Log This plug in software provides the ability to store call event statistics content locally on your computer m Enable Disable Call Event Log Integration This double action button allows you to enable or disable call log archives on your computer 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 m Open Log Location Click this link to go to the place on your computer where the log is stored The log is saved at the desired interval as a comma separated value CSV file in the following path lt Drive gt Documents and Settings lt Windows_Username gt Application Data BroadSoft BW Call Center profiles lt BW_UserID gt statistics where Drive is the drive letter where your profile is stored typically C
50. the previous page in the Call Console or the Queued Calls pane Pressing 1 selects the first call pressing 2 selects the second call and so on This 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 This ends the selected call If the cursor is placed in the Enter Number text box in the Dialer the entered digits are dialed If the cursor is placed in the Search text box a search is performed This 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 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 40 CA5906 00 PAGE 151 OF 157 BR amp ADSOFT Innovation calling Key Equivalent Mouse Action Description Sors Click the Settings link This goes from the main page to the Settings page Borb Click the Back to This goes back from the Settings page to the main Application link page Rorr Click the Call History This opens the Call History dialog box button Horh
51. to the retrieving party and not as an ACD call because It was not answered by the agent selected using the ACD process BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 103 OF 157 BR amp ADSOFT Innovation calling NOTE 3 Supervisor Call Pickup Is only supported if the agent and supervisor are in the same group In an enterprise this function can be disabled To pick up an unanswered call for an agent 1 Inthe Agents panel select an agent whose phone is ringing 2 Move the mouse over the agent and click Answer Ka You are now answering the call and the call appears in the Call Console BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 104 OF 157 BR amp ADSOFT Innovation calling 14 Manage Queued Calls Supervisor Call Center allows you to manage queued calls in the selected call centers up to five and to monitor calls in real time You use the Queued Calls pane to manage queued calls under your supervision Section 14 1 Queued Calls Pane describes the Queued Calls pane The rest of this section describes the operations you perform to manage queued calls m Select Call Centers to Monitor m Show or Hide Call Center Panels m View Queued Calls m Group Queued Calls m Order Queued Calls Monitor Next Call m Enable Night Service Override or Forced Forwarding Premium Call Center Retrieve Call from Queue
52. vik Emergency Call CHAT Chat Web Pop URL Delete Call Log For Supervisors Only ED Monitor Next Call EI Monitor ACD ACD State BARGE Barge In ANS ANS Answer PROMOTE Promote BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Description This dials the contact s mobile number This brings up a new e mail message window with the contact s e mail address allowing you to send a message to the contact This transfers a call to an ad hoc number entered in the Dialer 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 This 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 opens a chat window allowing you to chat with an IM amp P contact This opens a page in your browser at the configured URL to provide additional information about the caller This deletes a call log from Call History This allows the supervisor to silently monitor the next call for a selected agent or call center This allows the supervisor to silently monitor the current call for a selected agent with an active call
53. 0 2013 BROADSOFT INC PAGE 113 OF 157 BR amp ADSOFT Innovation calling 15 View Real Time Statistics Supervisor Call Center provides you with real time information about supervised agents and queues This information is displayed in the Dashboard 15 1 Display Dashboard To access the Dashboard Click the Dashboard link at the top right hand side of the main interface window The Dashboard is launched ma separate window and can be open at the same time as other Call Center windows BROADWORKS Call Center Queues Current Averages Agents G Name Status Calls In Queue Longest Waiti EWT AHT ASA Staffed Idle Unavailable Show Agents Account 0 10 00 00 00 00 00 00 00 00 3 9 1 1 Billing 1 100 11 40 00 00 00 00 00 00 1 3 0 0 vw Finance oso E oa ie 0000 0 4 0 0 S Sales 0 10 00 00 00 00 00 00 00 00 0 1 0 0 Technical 0 20 00 00 00 00 00 00 00 00 0 5 0 0 vw Agents Memberships Averages GO Name Queues Sign in Tim Edwards Paul 4 17 00 52 01 37 21 Ringing 12 18 Available 01 37 17 99 00 00 00 00 00 00 Manu Malhotra 6 On Cat 07 23 Available 01 37 38 0 em 00 00 00 00 Mc Kenzie Daniel 4 Idle 29 19 Unavailable 101 13 29 0 00 00 00 00 00 00 Figure 115 Dashboard The Dashboard is divided into two parts with queue information in the top half and agent information in the bottom half The information is updated at a configurable refresh rate The default is 5 seconds
54. 00 2013 BROADSOFT INC PAGE 117 OF 157 BR amp ADSOFT Innovation calling 16 Generate Reports Call Center provides reporting functions to agents and 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 Reporting feature allows you to run reports and schedule reports to run in the future using predefined 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 You use the Reporting link at the top of the main interface to access pages used to generate and schedule reports BROADWORKS Call Center amp Available w Figure 118 Main Interface Top of Window This section provides an example of a report For the list of canned report templates available on BroadWorks for report generation see the BroadWorks Call Center Reports Guide BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 118 OF 157 BR ADSOFT Innovation calling 16 1 1 Run Report To run a report 1 window appears BROADWORKS Call Center Click the Reporting link at the top right hand side of the main window Report w Report Input Template Report Output Abandoned Call Report Agent Activity Report Agent Call Detail Report Ag
55. 13 BROADSOFT INC PAGE 2 OF 157 BR amp ADSOFT Innovation calling Document Revision History Release 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 17 sp2 Version 1 1 Reason for Change Created document Edited and published document Updated section 6 4 7 Assign Disposition Codes to Current Call to reflect changes in the interface Updated section 6 3 2 View Incoming Call Details for EV 127533 Updated section 17 Configure Call Center for EV 126771 Updated section 5 Explore Workspace for EV 127180 Updated section 5 Explore Workspace for EV 128936 Updated sections 4 6 Sign Out and 17 7 Settings About to align document with changes in the interface Updated section 5 Explore Workspace for EV 126451 Edited changes and published document Updated section 17 1 7 Workspace for EV 119881 Updated section 6 3 2 View Incoming Call Details for EV 118621 Edited changes and published document Updated sections 74 7 7 Run Report and 14 1 9 Agent Utilization Report for EV 131031 Updated sections 4 6 Sign Out and 13 5 Silently Monitor Agent s Call for EV 131536 Updated sections 4 8 Change Your Password and 17 1 1 Account for EV 130633 Updated document with changes in the application Updated section 14 2 Select Call Centers to Monitor for EV 141300
56. 143506 Edited changes to the document Made minor editorial change Edited document Updated document with information about the usability enhancements Updated sections 9 4 Manage Personal Contacts and 9 5 Manage Speed Dial Numbers for EV 145992 Removed the section about transferring calls to voice mail for EV 146029 Updated section 14 8 Monitor Next Call for EV 146021 Updated sections 11 2 Supervisor Phone States and 18 3 Phone States for EV 146017 Edited changes to the document Updated section 9 5 Manage Speed Dial Numbers for EV 145992 Updated section 4 6 Sign Out with comments from testing Updated section 13 2 Agent Phone and ACD States for EV 146017 Edited changes to the document and created PDF Published document Updated section 14 7 Order Queued Calls for EV 142502 Updated document for Release 18 0 Updated sections 4 Getting Started and 17 4 2 Microsoft Outlook for EV 153628 Updated section 17 6 3 Default Service level Calculations for EV 141759 Edited changes and published document Date May 26 2011 June 10 2011 June 14 2011 June 20 2011 June 27 2011 July 18 2011 July 18 2011 August 1 2011 August 1 2011 August 10 2011 August 12 2011 August 18 2011 August 19 2011 September 7 2011 September 12 2011 October 18 2011 November 22 2011 January 3 2012 January 5 2012 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER
57. 149 OF 157 BR amp ADSOFT Innovation calling Name Description Abandoned This is an ACD call that entered the queue but the caller hung up before the call Call was answered or transferred Received Call This is an ACD call that was received and either answered or abandoned Overflowed calls are not included Overflowed This is an ACD call that was received but immediately transferred to another Call destination due to the queue s exceeding the configured maximum queue size or the configured maximum wait time Queued Call This is an ACD call that is not immediately diverted using the Night Service Holiday Service Forced Forwarding or Overflow and goes to a queue to be distributed to an agent or to wait for an available agent Bounced Call This is a call that has been transferred back to queue because it was not answered by an agent in the specified time Stranded Call This is a call that is in a queue after all agents assigned to the queue have moved to the Sign Out ACD state BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 150 OF 157 BR amp ADSOFT Innovation calling 19 Appendix B Keyboard Shortcuts When using keyboard shortcuts make sure that the main interface window is in focus Key ESC ESC ARROW DOWN ARROW UP PAGE DOWN PAGE UP SPACEBAR lt PERIOD gt ENTER ENTER SHIFT 1 9 SHIFT 1 9 SHIFT 1 9 Equivalent Mouse Action
58. 200 seconds This setting allows you to provide up to five service levels used to perform service level calculations for each call center or DNIS 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 Check Include overflow time transfers in service level to include calls transferred due to time overflow Check Include other transfers in service level to include calls transferred for other reasons Select one of the following options for abandoned calls Exclude Abandoned Calls to exclude all abandoned calls nclude All Abandoned Calls to include all abandoned Calls Include All Abandoned Calls Except Before Entrance Completes to include calls abandoned after the entrance message has finished playing Include Abandoned Calls Except in Defined Interval to include calls abandoned after the time specified by the abandoned call interval parameter If you selected the nclude Abandoned Calls Except in Defined Interval option enter the desired interval in this text box in seconds This setting allows you to specify the service level objective expressed as a percentage of calls This can be checked as Historical or Real time Historical reports show data from the assigned start date to the assigned end date Real time reports show data from the assigned start date to the present w
59. 3 Speed Dial panel 43 Starting Chat session 89 Multiuser chat 90 Starting Three Way Conference 69 States ACD 146 Calls 149 User s phone line 147 User s presence states 148 Statistics Agent information 116 Agents and queues real time 114 Dashboard 114 Queue information 115 Selecting information to display 117 Subscribe to IM amp P contact 85 Subscription request accept from IM amp P contacts 87 Supervisors Changing agent s ACD state 102 Monitoring phone state 93 Panel 42 Phone states 94 Selecting call centers to monitor 107 Selecting to monitor 93 Viewing agent statistics 116 Viewing queue statistics 115 Trace generating for calls 57 Transferring calls 64 Blind 64 Consultation 65 Queue 65 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Supervisor Queue to ad hoc number 112 Queue to agent 112 Queues between 112 Top of queue 113 Unsubscribe from IM amp P contact 87 URL opening for a call 59 User interface Action buttons 49 Agents panel 42 Call Console 35 Call History 46 Common panel 41 Conference Call panel 38 Contacts pane 39 Controls 47 Custom directory panel 43 Dialer 36 Directories panel 45 Enterprise Group panel 41 Header bar 36 Instant Message panel 44 Logged user state 34 Outlook panel 44 Personal panel 42 Queued Calls pane 105 Queues panel 43 Search panel 41 Speed Dial panel 43 Supervisors panel 42 vCard
60. 4 os AE mv Fel Jones Thu Jul 21 15 22 56 EDT 2011 Felix Jones Thu Jul 21 15 22 55 EDT 2011 amp Felix Jones Thu Jul 21 15 22 55 EDT 2011 Felix Jones Thu Jul 21 15 22 54 EDT 2011 CH Felix Jones Thu Jul 21 15 22 54 EDT 2011 Felix Jones Thu Jul 21 15 22 53 EDT 2011 CH Felix Jones Thu Jul 21 15 22 53 EDT 2011 CH Fel Jones Thu Jul 21 15 22 52 EDT 2011 63 Felix Jones Thu Jul 21 15 22 51 EDT 2011 Felix Jones Thu Jul 21 15 22 49 EDT 2011 3 K Figure 56 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 K 6 9 Place Calls on Hold Resume and Camp Calls 6 9 1 6 9 2 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 Click Hold for the target call Resume Held Call To resume a held call Click Answer for the target call BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 63 OF 157 BR amp ADSOFT Innovation calling 6 9 3 Conduct Busy Camp On Busy Camp On allows you to find a temporary parking place for a call by placing the call on hold for a busy contact The call is automatically transferred to the destination when the contact becomes available A call to camp must be active or
61. 53 EDT 2011 Felix Jones Thu Jul 21 15 22 52 EDT 2011 Q Felix Jones Thu Jul 21 15 22 51 EDT 2011 Felix Jones Thu Jul 21 15 22 49 EDT 2011 e Delete All Figure 39 Call History Dialog Box Each call log is displayed on a separate line Call logs are grouped in three categories Missed calls Received calls and Placed calls The following information is displayed for each call log m The name or phone number of the remote party The date and time when the call was initiated When you click a call log the Call Action button appears allowing you to place a call to the remote party Figure 40 Call History Dialog Box Call Log with Call Action Button For the list of action buttons available in Call Center see section 5 5 7 Call Action Buttons BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 46 OF 157 BR amp ADSOFT Innovation calling 5 5 Controls Call Center controls are designed in a contextual manner that is most controls appear only when the action they represent can be taken For example when you enter a number or select a contact a Dial button appears allowing you to place a call The contextual controls that correspond to call operations such as dialing transferring calls or putting calls on hold are called action buttons They appear on the Dialer in a call entry in a directory entry contact in a call log or on a queued call Superviso
62. 57 BR ADSOFT Innovation calling 4 6 Sign Out 1 To sign out of Call Center click Sign Out at the top right hand side of the main interface If you are the last agent to sign out of a call center a message appears providing the 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 when you 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 hotline 0 Figure 10 Dialog Box Signing Out Last 2 To stay signed in click No You are returned to the application To continue signing out click Yes A message appears asking whether you would like to save your current workspace H Do you want to save your workspace Figure 11 Dialog Box Saving Workspace on Sign Out To save your current workspace click Yes This allows you to retain the same interface setup at your next session For information about the elements of the Call Center workspace that can be customized and retained between sessions see section 17 1 7 Workspace If you are signing out from a hot desk your account is dissociated from the hot desk where you were signed in BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PA
63. 57 BR amp ADSOFT Innovation calling 5 1 Logo Pane The Call Center main window interface contains a logo pane that displays the Call Center client or company logo global messages links to other interface elements or Call Center functions and information about the logged in user BROADWORKS Call Center ERR Figure 19 Call Center Logo Pane 5 1 1 Global Message Area The Global Message Area that is the center area of the Logo pane 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 it disappears 5 1 2 Links to Other Interface Elements and Functions The Logo pane displays links to the Report windows Settings pages the Dashboard Supervisors and the Help and Sign Out links 5 1 3 Logged User Information Information about yourself that is your name your availability to take calls and your voice mail status is displayed at the top right hand side of the main interface Your current ACD state and presence state are displayed to the left of yourname You can change your ACD state or presence state by selecting a new state from the drop down list ACD state Mame m Presence state In addition information about the following services and features is provided m Do Not Disturb DND m Cal Forwarding Always CFA m Busy phone state m Voice Messaging
64. 59 1 3 Changes for Release 19 0 Document Version 2 This version of the document includes the following changes m Updated section 9 2 1 Sort Contacts for EV 182669 1 4 Changes for Release 19 0 Document Version 1 This version of the document includes the following changes m Updated section 17 2 3 Barge In amp Monitor Supervisor Updated document for the Web Pop URL Enhancement Call Center and Receptionist Thin Clients Feature Description EVs 149945 m Added section 12 Monitor Call Centers Agent and updated sections 3 1 Call Center Agent and 5 Explore Workspace for the Call Center Agent Client View Queue Status Feature Description EV 149948 m Updated section 76 Generate Reports for the Remove CCRS Feature Description EV 154550 and EV 172891 m Updated the description of the Unknown phone state in sections 11 2 Supervisor Phone States 13 2 Agent Phone and ACD States and 18 3 Phone States m Updated section 14 2 Select Call Centers to Monitor and 14 4 Show or Hide Call Center Panels for EV 165300 m Updated section 4 2 Sign in from Web Browser for EV 160535 m Added section 4 4 Sign in Restrictions for the Thin Client Single User Login Restrictions Feature Description EV 163737 m Updated sections 12 Monitor Call Centers Agent and 15 View Real Time Statistics Supervisor for the CC Thresholds and Alerts Feature Description EV 149950 m Updated sections 13 3 View Agent s Details 1 2 1 Queue Me
65. Call Center employs the latest technology platforms and communications facilities The Hosted Thin Call Center introduced in Release 17 sp2 is an SaaS Rich Internet Application RIA hosted on BroadWorks that allows you to manage call center activity from a web browser NOTE For information about the web browsers supported by Call Center see the BroadWorks Hosted Thin Call Center Agent Supervisor Configuration and Administration Guide or ask your administrator This document describes the BroadWorks Hosted Thin Call Center client BroadWorks Hosted Thin Call Center client application herein is referred to as Call Center Call Center client Call Center application or client 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 Standard or Premium and your own services and settings For more information about the capabilities and services assigned to you ask your group or enterprise administrator The following sections provide an overview of Call Center Agent and Call Center Supervisor functions and refer you to other sections for more information NOTE Call Center functionality available in specific contexts is identified throughout the document BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 C A5906 00 2013 BROADSOFT INC PAGE 20 OF 157 BR amp ADSOFT Innovation calling 3 1 Call Center
66. Calls are not delivered to the agent in this state Sign In is a transitional state and agents do not remain in this state rather they transition to their post sign in state lt 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 Sign Out 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 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 Call Center an agent can only set their ACD state to Available Unavailable or Wrap Up A supervisor can set the ACD state of an agent to Available Unavailable Wrap Up or Sign Out The Sign in state can only be assigned to an agent through the web portal BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 146 OF 157 BR amp ADSOFT Innovation calling 18 2 Agent Skill Levels Premium Call Centers Agent skill levels are used to rate the ability of an agent to handle calls in call centers with skill based routing m Anagent skill level is an integer between 1 through 20 where 1 indicates the highest Skill level m Askill level is assigned to an agent for each call center with skill based rout
67. Calls except in Defined Interval Defined Interval For Abandoned Calls 88 Manage your preferences for Reports 5 categories Figure 144 Settings R eport 17 6 1 Default Thresholds These settings allow you to configure the thresholds that are 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 m 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 m Short Duration Call 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 17 6 2 Default Start Day of the Week The following setting allows you to configure the day of the week to start reports m 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 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 144 OF 157 BR amp ADSOFT Innovation calling 17 6 3 Default Service level Calculations The following settings allow you to configure defa
68. Click the Help link This opens this guide in a PDF format Dord Click the Dashboard link This opens the Dashboard or brings the Dashboard Supervisor to the front if it is already open SHIFT L or Click the Sign Out link This signs the user out of the application SHIFT 1 SHIFT A Select Available Agent This sets the agent s ACD state to Available SHIFT U Select Unavailable Agent This sets the agent s ACD state to Unavailable SHIFT W Select Wrap Up Agent This sets the agent s ACD state to Wrap Up BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 152 OF 157 BR amp ADSOFT Innovation calling Index About Call Center 145 Accept IM amp P subscription request 87 ACD states 100 146 Changing by agent 30 Changing for agent 102 Actions on calls 38 Ad hoc number dialing 61 Adding Conference participant 69 Instant Message directory entry 86 Personal contact 81 Speed dial number 83 Users to chat 90 Additional resources 19 Agents ACD states 146 Barging in on 103 Changing ACD state by 30 Changing ACD state for 102 Changing IM amp P presence state by 30 Managing 99 Panel 42 Phone and ACD states 100 Picking up calls 103 Real time statistics about 116 Selecting call centers to monitor 97 Selecting to monitor 99 Silently monitoring 102 Viewing details 101 Answering call 59 Application policies configuring 136 Appl
69. ER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 67 OF 157 BR amp ADSOFT Innovation calling 4 Move the mouse over the call to the supervisor and click Conference aan A conference call is established and the calls appear in the Conference Call panel 5 Inthe Conference Call panel click Hold Conference HOLD J This puts both calls on hold but allows the customer and the supervisor to continue their conversation 6 To drop a specific party from the conference select their call from the Conference Call panel and click End 7 To leave the call click Leave Conference in the Conference Call panel 6 12 Manage Conference Calls You manage conferences in the Call Console You use the m Current calls area to establish a conference and add participants to it m Conference Call panel to manage or end an active conference call You can only have one active conference at a time Y CONFERENCE CALL amp Jean Richard 2025551007 Remote Held 01 33 eo Gregorio Valdez 2025551006 Remote Held 01 07 roro fo Figure 58 Call Console Conference Call Panel NOTE To start conference calls you must have the Three Way Call or N Way Call service assigned BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 68 OF 157 BR amp ADSOFT Innovation calling 6 12 1 Start Three Way Conference To start a conference call you must have a
70. ER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 111 OF 157 BR ADSOFT Innovation calling To promote a call that is to change its priority 1 Inthe Queued Calls pane expand a Call Center panel Gel for that call 2 Click the call you want to promote and click Promote The queued call is promoted to the end of the next highest priority bucket 14 12Transfer Call to Another Queue To transfer a queued call to another queue 1 Inthe Queued Calls pane select the call to transfer 2 Inthe Contacts pane expand the Queues panel 3 Click the target queue and click Transfer for that queue The call is transferred and removed from the queue 14 13 Transfer Call from Queue to Agent To transfer a call from a queue to an agent 1 Inthe Queued Calls pane select the call to transfer 2 Inthe Contacts pane expand the Agents panel 3 Click the target agent and click Transfer for that agent The call is transferred and removed from the queue 14 14 Transfer Call to Ad Hoc Number To transfer a call to an ad hoc number 1 Inthe Queued Calls pane select the queued call 2 Inthe Dialer enter the destination number and click Transfer TR IB Enter Number 2 Figure 112 Ad Hoc Queue Transfer The call is transferred and removed from the queue 14 15 Change Position of Call in Queue You can reorder a queued call in a Standard call center or in the O priority bucket i
71. GE 28 OF 157 BR amp ADSOFT Innovation calling 4 7 Set Up Call Center When you sign in to Call Center for the first time it is recommended that you configure the following settings If you are an agent m Configure the queues you want to join on sign in m Configure your post sign in and post call ACD states For information see section 17 2 Settings Application Configure the supervisors whose call status you want to monitor For information see section 17 1 Select Supervisors to Monitor If you are a supervisor Configure agents you want to monitor For more information see section 13 1 Select Agents to Monitor Configure queues you want to monitor For more information see section 14 2 Select Call Centers to Monitor For more information about the settings you can configure in Call Center see section 17 Configure Call Center 4 8 Change Your Password You can change your password when you are signed in to Call Center 1 To change your password click the Settings link at the top right hand side of the main page 2 Click the General tab and then click Change Password Change Password Old Password Mew Password Confirm Password Change Password Figure 12 Changing Password 3 Enter your old and new password in the provided text boxes and click Change Password Note that the Reset button does not reset your password It only clears the input boxes NOTE This
72. GUIDE 2013 BROADSOFT INC Author Jessica Boyle Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Jessica Boyle Patricia Renaud Andrea Fitzwilliam Goska Auerbach Goska Auerbach Andrea Fitzwilliam Goska Auerbach Andrea Fitzwilliam Patricia Renaud Goska Auerbach Goska Auerbach Goska Auerbach Goska Auerbach Patricia Renaud 40 CA5906 00 PAGE 4 OF 157 BR amp ADSOFT Innovation calling Release 18 0 18 0 18 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 19 0 Version 2 Reason for Change Updated sections 3 2 Call Center Supervisor 14 1 Queued Calls Pane 14 2 Select Call Centers to Monitor 14 9 Enable Night Service Override or Forced Forwarding Premium Call Center and 14 15 Change Position of Call in Queue and added section 14 3 Modify Number of Calls to Display to align document with changes in the application Updated section 14 1 Queued Calls Pane for EV 159630 Edited changes and published document Updated document for Release 19 0 Updated section 4 2 Sign in from Web Browser for EV 160535 Updated section 14 2 Select Call Centers to Monitor and 14 4 Show or Hide Call Center Panels for EV 165300 Edited changes Updated section 6 11 1 Make Emergency Call for EV 175261 Edited changes and published document Updated section 9 2 1 Sort Contacts for EV 182669 Edited changes and
73. ISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 97 OF 157 BR amp ADSOFT Innovation calling 2 To display all performance indicators check Select All Or to show or hide some fields check to uncheck the corresponding check boxes 3 Click Save 12 4 Order Call Centers By default call centers displayed in the Dashboard pane are ordered by name You can change the order in which call centers are displayed To change the order of call centers 1 Inthe Dashboard pane click Options H 2 Select Sort By and then select the ordering options you want el E Ee Dashboard Select Queues sg Account Zeie Visible Fields DI aueue Name Ascending tr Sort By Service Mode Descending Waiting Call OG OG Y Current Calls in Queue 00 00 AHT 00 00 Longest Waiting Call 00 00 Staffed 28 Expected Wait Time WI Billing Average Handling Time LAHT Service Mode None Average Spaad D ANSNES i DM00 Longest Waiting Call 00 00 Staffed 00 00 Ant 00 00 Figure 97 Dashboard Options Sort By BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 98 OF 157 BR amp ADSOFT Innovation calling 13 Manage Agents Supervisor You use the Agents panel to view the agents who you are supervising and to perform actions on them You can also monitor the call and the ACD state of selected agents For information on selecting agents to monitor see sectio
74. OFT INC PAGE 80 OF 157 BR amp ADSOFT Innovation calling The 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 also returns all contacts with first names such as Anne Marianne Marie Ann Ann Marie and so on In the second case Starts With entering Ann and selecting First Name returns all contacts with first names such as Ann Anne and Ann Marie but not Marianne or Mary Ann ser 5 To clear the search results click Reset NOTE Contact entries displayed in search results follow the same rules as if that entry was accessed in its own directory This allows you to perform any operations directly from the search results 9 4 Manage Personal Contacts You can add or remove personal contacts via the web portal or in Call Center and the updates appear in both places However the updates that you make via the web portal appear only in Call Center at the next sign in To update personal contacts using the client perform the following operations m Add Personal Contact m Delete Personal Contact You cannot modify a personal contact entry in Call Center To modify informa
75. The possible options are m AM PM m 24 hours Note that this setting does not impact the format in which event duration is reported in generated reports which is always DD HH MM SS 17 1 7 Workspace Call Center allows you to customize 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 The size and position of the Dashboard window BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 134 OF 157 BR amp ADSOFT Innovation calling The size and position of any Report window NOTE 1 This functionality does not work in Internet Explorer due to a technical limitation of Internet Explorer Moreover Firefox 7 and later does not provide a standard API to re size a window without opening a new window Therefore saving workspace settings for the main application window size does not work In Firefox 7 and or later NOTE 2 The browser window running Call Center should be at least 1024 x 768 pixels in size NOTE 3 When a window Is vertically resized the panes do not always resize to fill the window To resize a window drag the window from the bottom right hand corner or collapse and then expand the panes after resizing to adjust them to the window Save Workspace This button when clicked saves the current workspace Load Workspace This button when
76. Time 12 00pm ramipmi Figure 130 Report Time for a Non recurrent Report For a recurrent report specify when the report should be generated for the first time Report Time HH MM Start Date 07 30 2012 JD Mie amipm Figure 131 Report Time for a Recurrent Report NOTE The start date and run time and for weekly reports the day of the week determine when the report is generated for the first time The subsequent times are determined by the recurrence pattern and range 7 For a recurrent report specify when the reporting should end For Recurrence Range select from the following options Never After lt X gt occurrences and enter the number of occurrences Date and select a date from the calendar Recurrence Range Start Date 7730 2012 Mote Start Date is always equal to Report Time Start Date value End e Never F After Occurrences CC Date 07 30 2013 Figure 132 Scheduled Report Recurrence Range BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 128 OF 157 BR amp ADSOFT 8 9 Innovation calling Specify the report time frame that is the period for which you are requesting the report Fora non recurrent report enter the actual dates and times HH MM amipm HH MM 07 30 2012 12 00pm amipm 3 Timeframe 07 30 2012 T 12 00pm Sampling
77. Transfer Resume il End Conference Held Any Transfer Hold End il Conference Active A Conference Transfer Hold End Held Conference Resume Transfer End Al Call Recalled Terminator Answer Conference gt End This section defines different types of calls measured in call center statistics Name ACD Call Inbound Call Outbound Call Held Call Transferred Call Answered Call Description This is a call delivered to a call center pilot number that is directed to an agent via the ACD function This is a direct call to an agent Other calls treated as inbound calls include Calls that a supervisor retrieves from a queue Calls that an agent receives due to a transfer from another agent Note that they may have originated as ACD calls This is an outbound call made by an agent This is 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 This is 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 NOTE A timed out call is a call that is transferred due to exceeding the maximum wait time in a queue This is an ACD call that was answered by an agent BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE
78. UPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 108 OF 157 BR amp ADSOFT Innovation calling 14 4 Show or Hide Call Center Panels You can show or hide call center panels for monitored queues This is not the same as selecting queues to be monitored For more information see section 12 2 Select Call Centers to Monitor To show hide call center panels 1 Inthe Queued Calls pane click Options vi 2 Select View and then select or unselect the names of the call centers To show or hide all call centers select or deselect All All View w hotlinecgvirtsanity mtlbroadsoft com Group k se wv techesupportevitsanity mtlbrosdsoft co Sort j Priority 0 2 i TI Major Accounts 202555103 Edit Queue Favorite Dialog 51 Figure 108 Queued Calls Options View Alternatively to hide a call center click the Close button The call center is removed from the display but continues to be monitored 14 5 View Queued Calls You can selectively expand or collapse call center panels to show or hide calls in the monitored call centers To view queued calls for a call center Click the Expand button for that call center To view call details of a selected call Click that call 14 6 Group Queued Calls You can group queued calls by their priority bucket To group or ungroup queued calls 1 Inthe Queued Calls pane click Options vi 2 From the drop down li
79. WORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 76 OF 157 BR amp ADSOFT Innovation calling 9 1 3 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 consult or use To show or hide contacts in a directory In the Contacts pane click the Expand Collapse button for that directory GROUP A Hotline Call Center Technical Support Call Center Baldwin Cheryl Se Valdez Gregorio Richard Jean _ Wyoming Madoline Dumas Marie wl Bueno Mario a Maldini Paolo Jones Shirley Smith Stan Voice Portal Voice Messaging Group Figure 67 Group Panel Expanded 9 1 4 Show Contact Details You can view the details of a contact in any directory To view contact details 1 Expand the target directory 2 Click the contact The entry expands displaying the contact s details The information depends on the target directory and includes the contact s phone numbers or IDs and action buttons Only one contact per directory can be expanded at a time When you click a contact the system automatically hides the details of the previously expanded contact BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 77 OF 157 BR ADSOFT Innovation calling Y GROUP A Hotline C
80. about managing your Speed Dial directory in Call Center see section 9 5 Manage Speed Dial Numbers SPEED DIAL 2 Greg 3 Daycare 4 My bank 11 Pizza Pizza Figure 33 Contacts Pane Speed Dial Panel 5 3 8 Queues Panel The Queues panel is available to both agents and supervisors It lists the call centers you are staffing as an agent or monitoring as a supervisor and the associated Dialed Number Identification Service DNIS numbers The primary purpose of this panel is to provide you with a quick way to transfer calls to queues QUEUES A sik Hotline VIP Wi Technical Support Internal dl Major Accounts Figure 34 Contacts Pane Queues Panel 5 3 9 Custom Directories Panels If your administrator has configured custom contact directories for your group you can access them from Call Center A custom directory contains a subset of the contacts in your BroadWorks group or enterprise directory NOTE A custom directory has the same properties as the Group Enterprise directory BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 43 OF 157 BR ADSOFT Innovation calling CUSTOM Management A Wyoming Madoline Baldwin Cheryl Bueno Mario Figure 35 Contacts Pane Custom Panel 5 3 10 Instant Message Panel The Instant Message panel displays IM amp P contacts y
81. agent who is in an Available state BroadWorks 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 behavior 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 Unavailable 2 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 ina meeting or engaged in some other activity while they are at work but unavailable to take calls Wrap Up 2 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 center configuration By default calls are not routed to agents in Wrap Up state except when the call center is configured to enable calls to agents in the Wrap Up State Sign In 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
82. al Contact 82 9 5 Manage Speed Dial Numbers rrrrrnnvrnnnvvrnnnvvennnvvennnvvennnvnrnnnvnrnnnvnrnnnnesnnnvesnnnnessnnnensnnnensnnnennnnn 83 951 Add Speed Dial ENY eger 83 9 5 2 Modify Speed Dial Ent 83 9 5 3 Delete Speed Dial Entry rmrrnrrnnnronnnvennnvennnvennnvennnvennnvennnvennnvennnvennnvennnvennnvennnvennnvennnnennnn 84 10 Monitor IM amp P Contacts and Chat with Contacts rernnnvnnnvnnnvnnnnvnnnvnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnr 85 101 Monitor IM amp P Ee ul 85 10 14 Subscribe e bn Tu Le E 85 10 1 2 Add Contact to Instant Message Directory rrrrnnvvnnnvvnnnvvnnnvvnnnvvnnnvnnnnnnnnnrnnnnrenenrennnnenenn 86 VP NN ENN 87 10 1 4 Unsubscribe from Contact 87 10 1 5 Accept or Reject Subscription Heouest 87 10 1 6 View Presence State of Contacts 0nnannnnnennnennneenannnnonnnnnnnnnnnennnnnnnnnnrensrnnrnarnnnrennnea 88 102 VP NES 89 10 2 1 Start Instant Messaging Session arrennnrvennnvvennnvvennnvvennnvvennnvvennnnnennnnvennnnnennnvnennnvennnnnennnn 89 10 2 2 Place Call from Chat Window rerrnnrrennnnrvennnnrvernnnrvvrnnnnvvennnnnvernnnnnernnnnvnrnnnnnnesnnnnnennnnnnn 90 10 2 3 Establish Multiuser Chat Session r rrrrnrrrnnvvrnnvvrnnvrrnnvrrnnvrrnnvrnnnvennnvrnnnvnnnnvennnnennnnsnnnnennn 90 10 2 4 Manage Instant Messaging SESSIONS cccccsccccsssseeeesseeeesseeeessaeeessseeessssneeeesseeeessaes 92 11 Monitor Supervisors Agent rrevrnnavennnvennnvennnvennvnnnnnennnnennnnnnnnnennnnnnnnne
83. aler on a call line in a call history log in a directory entry or for supervisors in a queued call entry Action buttons are contextual that is they appear on a line entry when the corresponding action can be performed on that entry For example when you click a contact in the Group directory the contact expands and the Call and Extension buttons appear on the line for that contact allowing you to call the contact This is illustrated in Figure 41 Note that other buttons may appear on the line for a contact depending on the call state and the contact s configuration Y GROUP A Hotline Call Center Technical Support Call Center Baldwin Cheryl Valdez Gregorio _ Richard Jean Wyoming Madoline Dumas Marie Figure 41 Group Panel Contact in Focus The following table lists the action buttons available in Call Center Button Description ex This dials the number you entered in the Dialer F Dial This places a call to the selected contact or to a number from Call History Redial This redials the last dialed number i Redial EXT This dials the contact s extension G Extension BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 49 OF 157 BR amp ADSOFT Innovation calling Button MOB Mobile EMAIL E mail Transfer TYR Transfer ANS ANS Answer HOLD Hold EI End TRACE Trace in Conference
84. all Center sl Technical Support Call Center Baldwin Cheryl Se Valdez Gregorio JV Richard Jean Wyoming Madoline 46 Dumas Marie a Maldini Paolo 5 Jones Shirley Figure 68 Group Panel Contact Details 9 1 5 Select Display Order Contacts in the Group Enterprise Agents and Supervisors directories can be displayed by either their first name or last name first Your selection applies to all of these directories You cannot specify the display order for each directory individually To specify the contacts display order 1 Inthe Contacts pane click the Options button D 2 Select View then Display Name and then the order in which you want to display the contacts Last Name First Name or First Name Last Name Directories Last Mame First Mame First Mame Last Mame Display Mame d SUPERVISORS Figure 69 Contacts Pane Displaying Contacts by FirstName Last Name Figure 70 shows supervisors displayed by their last name followed by their first name SUPERVISORS dp ZS 2 K 2 Cheryl Baldwin J Jean Richard Mario Bueno Figure 70 Supervisors Panel Supervisors Listed by First Name Last Name BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 78 OF 157 BR amp ADSOFT Innovation calling 9 2 Organize Contacts 9 2 1 Sort Contacts You can sort contacts in the following directories Grou
85. available in Call Center 40 CA5906 00 PAGE 18 OF 157 BR amp ADSOFT Innovation calling 2 3 Additional Resources For more information on Call Center and on Application Server procedures used by group administrators department administrators and users see the following BroadWorks guides BroadWorks Hosted Thin Call Center Agent Supervisor Configuration and Administration Guide BroadWorks Call Center Solution Guide BroadWorks Call Center Reports Guide BroadWorks Getting Started Web Interface Administration Guide BroadWorks Application Server User Web Interface Administration Guide BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 19 OF 157 BR amp ADSOFT Innovation calling 3 Introduction to Call Center BroadWorks Call Center is a carrier class communications management product for Call Center agents and supervisors used with the BroadSoft BroadWorks telephony softswitch platform on which call centers are hosted BroadWorks Call Center delivers the following real benefits to users m Efficient call handling and automatic call distribution ACD state management by Call Center agents m Integration of online directories with Click To Dial capability m Real time monitoring of agent and queue activity by Call Center supervisors m Historical reporting on agent and queue activity by Call Center supervisors Along with this focus on design BroadWorks
86. b application formats the data for the applicable database and launches the web page on your PC There are a number of optional parameters that the client can pass to the browser The following list summarizes these parameters __USER_ The user s BroadWorks ID Note that in this case the user is the BroadWorks subscriber FIRST The first name of the user LAST The last name of the user EMAIL The e mail address of the user GROUP The name of the BroadWorks group to which the user belongs SERVICE PROVIDER The name of the BroadWorks service provider to which the user belongs __ PHONE _ The phone number of the user _ REMOTE PHONE _ The phone number of the remote party REMOTE NAME _ The name of the remote party when available GALL TYPE Incoming Outgoing or Alerting DNIS NAME The name of the DNIS on which the call was received DNIS PHONE _ The phone number of the DNIS on which the call was received 17 1 5 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 generated reports The possible options are m MM DDNYYY m DD MM YYYY 17 1 6 Time Format This setting allows you to select the format for displaying time in reports It is used for all times that are included in generated reports The selected time format is also used to display the time in the chat logs
87. ber is a link which when clicked opens a dialog box that lists the agent s queues m Sign In Time This is the agent s most recent sign in time m Sign In Duration This is the amount of time that the agent has been signed in m Call State Time This is the call state and time on the current call The call state can be Idle Ringing or On a call If an agent is in multiple calls the call time reflects the time of the longest running call When a call is released then the call time reflects the time on the remaining calls m Agent State Time This is the agent ACD state and time If an agent is unavailable the unavailable code is shown m Available This is the time that the agent was available to take calls shown as a percentage of the duration of the current sign in m Avg Busy In This is the average time spent by the agent on an incoming ACD call m Avg Busy Out This is the average time spent by the agent on an outgoing ACD call m Avg Wrap Up This is the average time spent by the agent in a post call wrap up Fields that provide visual indicators are Call State Time On Call Idle Agent State Time Unavailable Avg Busy In Avg Busy Out and Avg Wrap Up The Dashboard is designed to be used together with the Queued Calls pane and the Agents panel in the Contacts pane The Dashboard provides you with a real time view of agents and queues while the Agents panel and Queued Calls pane allow you to take ac
88. bounced m Caller s identity The name if available and the phone number of the calling party m Cal time The total call time including the time in the current queue in parentheses Clicking a call expands the call to show additional data m Priority Premium call center The priority bucket of the call Position The position of the call in the queue m Destination The name if available and the phone number of the call center or DNIS when applicable that was called When the call is expanded the action buttons for actions that can be performed on the call appear For the list of action buttons available in Call Center see section 5 5 1 Call Action Buttons 14 2 Select Call Centers to Monitor You can select up to five call centers to monitor You view the monitored call centers in the Queued Calls pane To select call centers to monitor 1 Inthe Queued Calls pane click Options 0 and select the Edit Queue Favorite Dialog option QUEUED CALLS Hotline 2025551000 Group Sort d Priority 0 2 I Major Accounts 202555103 Fot Gueue Favorite Dialog 33 Figure 106 Queued Calls Options Edit Queue Favorite Dialogue BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 107 OF 157 BR amp ADSOFT Innovation calling The Edit Queue Favorites dialog box appears Montor Queue Name Night Servi Force Forw Enter Numb TotalCalls Pr
89. calls in the Queue ASA Average Speed of Answer This is the average amount of time a caller spende in the queue before the call is offered to an agent BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 115 OF 157 BR amp ADSOFT Innovation calling m Staffed Agents This is the number of agents managed by you that are in Sign In Available Unavailable or Wrap Up ACD state as a ratio of all agents managed by you for this call center m Idle Agents This is the number of agents who are in the Available ACD state but presently not on a call m Unavailable This is the number of agents who are signed in to the call center but not available to take calls m Show Agents When this check box is selected the agents who are joined in the call center are displayed in the Agents area of the Dashboard The fields that provide visual indicators are Calls in Queue Longest Waiting Time EWT AHT and ASA 15 3 Agent Information The Dashboard displays information about the agents for the selected queues You select the queues for which you want to view agents information by checking the Show Agents box on the lines for the queues in the Queues area of the Dashboard The following information is provided for each displayed agent m Name tThis is the agent s name Queues total This is the total number of queues to which the agent is assigned This num
90. cccecsceccssseeeeesseeeeesseeecesseeeeeesseeeeessaeeesesaeeesessueeeessaeeeeesseeeeessaeeeesaes 105 14 2 Select Call Centers to Monitor A 107 14 3 Modify Number of Calls to Display ccccessecssseeesseeesseeeesseeeesseeessseeessneesesseeessneeessneessnees 108 14 4 Show or Hide Call Center Panels 000n0000n0000000000000000nna00nnnnrnnnnoernnnennnennnnnrennnrnnnnnrnnnnnnnnnee 109 145 View Queued Ne UE 109 14 6 Group Queued Cales 109 147 DOE UTNE UB een 110 14 8 Monitor Next e TEE 110 14 9 Enable Night Service Override or Forced Forwarding Premium Call Center 111 14 10 Retrieve Call from Cueue 111 14 11 Promote Call in Queue Premium Call Center 111 14 12 Transfer Gall to Another TTT 112 14 13 Transfer Call from Queue to Agent 112 14 14 Transfer Call to Ad Hoc Number 112 14 15 Change Position of Call mOueue 112 14 16 Transfer Call to Top of Queue Premium Call Center 113 15 View Real Time Statistics Supervisor rrnsnnvrnnnnnvennnnnnennnnnnennnnnnnennnnnnennnnnnennnnnnennnnnnnennnnnn 114 15 1 Display De 114 15 2 QUEUES a re TO le E 115 LISS Ee NLM AON EE EE A R 116 15 4 Select Information to Display arrrrnrvrrnrvrnnrvrrnrvrnnrvrnnrvrnnvvrnnvvrnnnvrnnvvrnnnvennnnennnnennnvennnnennnnennnn 117 19 Gene Hep E 118 PUR NN 119 TO Wie SEE RES 125 16 1 3 Manage Scheduled Reports rrrrnvvrnnvvrnavvrnnvvrnnnvrnnvvrnnnvrnnnvrnnnvrnnnernnnvsnnnnsnnnvsnnnesnnnnsnnne 130 17 C nigure Call Center siseses
91. cord Calls To automatically record calls you have to have the Call Recording service assigned and set to Always For information on configuring your services see the BroadWorks Application Server User Web Interface Administration Guide BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 58 OF 157 BR amp ADSOFT Innovation calling 6 7 Receive Answer and End Calls You can answer calls manually or have your phone automatically answer incoming calls 6 7 1 Answer Call NOTE When using the Remote Office service the Answer button Is disabled To answer a ringing call ANS Click Answer for that call To answer an incoming call from a Call Notification pop up window Click anywhere on the text in the pop up window 6 7 2 Auto Answer Calls This feature is typically used by agents who use headsets with their phones and take care of a high volume of calls It may be enabled either by you in the client or configured in the system by your administrator NOTE Auto Answer only works if your device is compliant with Advanced Call Control ACC To answer calls automatically F In the Call Console click Auto Answer The button changes to this indicate that Auto Answer is on to 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
92. ctivate this service you must 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 1 Select the service and check the Is Active box The service is moved from the Inactive to Active category 2 If you enabled the Call Forwarding Always service in the Forward To box that appears enter the number to forward your calls to 3 To generate a ring splash for incoming calls check the RingSplash option 4 To save your changes click Save BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 138 OF 157 BR ADSOFT Innovation calling 17 4 Settings Plug ins You use the Plugins tab to configure the plug in software used by Call Center to provide functionality such call notification program shortcuts and call log Application Services Messaging Report About General Notification v Focus window for incoming calls Y Show notifications for calls when auto answer is off pv Disable Outlook Integration vw Retrieve contacts from Microsoft Outlook Default Contact Folder vw wv Use Outlook contacts as preferred CLID lookup LDAP v3 Disable LDAP Integration earch Base Search Base Encrypt Connection cn SEARCH TEXT Attribute Mapping Remote Attribute Local Attribute cn cn sn sn displayName displayName
93. d a valid certificate in the Java Keystore JKS with the keytool To import a certificate 1 Click Start and then select Run 2 Type cmd and click OK 3 Type lt Java Runtime Path gt bin keytool import alias lt aliasname gt file lt path gt lt certificate file name gt keystore JAVA HOME VjreVibisecuritylcacerts To verify the certificate 1 Click Start and select Run 2 Type cmd and click OK 3 Type lt Java Runtime Path gt bin keytool printcert file lt path gt lt certificate file name gt BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 140 OF 157 BR amp ADSOFT Innovation calling The LDAP directory options are as follows m Enable Disable LDAP Integration This determines whether Call Center provides LDAP directory lookup services Clicking the Enable LDAP Integration button enables the controls for LDAP settings m LDAP Hostname This is the network address of the LDAP server LDAP Pot This is the port number for the LDAP server This is compulsory and can be obtained from your system administrator m Search Base The text box determines the location in the LDAP server tree that Call Center looks in when executing a search The check box when checked searches all sub trees within the search base until the specifications are found m Encrypt Connection This option determines whether Call Center
94. d select a code from the drop down list that appears In the Call Console click the Disposition Code button and select a code from the list The code is applied to the last released call In the Call Console click the Call Trace button for the target call In the Call Console click the Call Trace button In the Call Console click Answer for the target call In the Call Console click Auto Answer In the Call Notification dialog box for an incoming call or on any call in the Call Console click the Web Pop URL button In the Call Notification dialog box for an incoming call click the Add vCard button In the Call Console move the mouse over the call and click Hold In the Call Console move the mouse over the call and click Retrieve Drag the call onto the target contact and click Transfer for that contact Alternatively enter the target number in the Dialer and click Transfer on the Dialer While on the call enter a number in the Dialer or select a contact in the Contacts pane and click Dial When the new call is connected consult with the party When ready to transfer select the original call Move the mouse over the new call that is not selected call and click Transfer Drag the call onto the target queue in the Queues panel and click Transfer for that queue In the Call Console select the call to escalate and click the Emergency button in the Supervisors panel Drag the call to escalate onto an available sup
95. dates appear in both places However the updates that you make via the web portal appear only in Call Center at the next sign in To update speed dial entries using the client perform the following operations m Add Speed Dial Entry Modify Speed Dial Entry m Delete Speed Dial Entry 9 5 1 Add Speed Dial Entry To add a speed dial entry 1 Inthe Speed Dial panel click Edit d The Edit Speed Dials dialog box appears 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 w 2023454333 My dentist Figure 77 Edit Speed Dials Dialog Box Adding Entry 3 From the Code drop down list select a speed dial code 5 6 4 Inthe Phone Number text box enter the phone number to assign to the code Inthe Description text box enter a description that allows you to identify the entry To save the changes click anywhere in the dialog box outside the entry 9 5 2 Modify Speed Dial Entry To modify a speed dial entry 1 Inthe Speed Dial panel click Edit d The Edit Speed Dials dialog box appears 2 Double click the entry to modify The entry becomes modifiable BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 83 OF 157 BR ADSOFT Innovation calling Modify your speed dial lists Code Phone Number Description 20230454393 My
96. e Contacts pane expand the Queues panel and click the target call center to expand it 2 Click the Monitor Next Call button EN for that call center A monitoring call is established for the selected call center When the next call is received and answered by an agent you are conferenced in to the call and your call is muted Both calls appear in the Conference Call panel To barge in on a call you are silently monitoring BARGE In the Conference Call panel click Barge In I You are conferenced in to the call For information on operations that can be performed on conference calls see section 6 12 Manage Conference Calls BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 110 OF 157 BR amp ADSOFT Innovation calling 14 9 Enable Night Service Override or Forced Forwarding Premium Call Center Call Center allows you to manually override the current mode of operation and enable the Night Service and or Forced Forwarding of calls for selected call centers To enable Night Service Override and or Forced Forwarding 1 Inthe Queued Calls pane click the Service Mode button the call centers The Edit Queue Favorites dialog box appears in the panel for one of Montor Queue Name light Servi Force Forw Enter Numb Total Cafe Priorty0 Priority 1 Priority 2 Priorty 3 v Hotline 10 2 4 v Technical Support 1234 10 2 v EC ST 10 Figure 111 Edi
97. e mail addresses of the recipients of the report 12 Enter the remaining parameters as required For the description of the remaining parameters see section 16 1 1 Run Report 13 Click Schedule Report The report is scheduled It is run at the specified times and sent to the recipients configured in the report schedule BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 129 OF 157 BR ADSOFT Innovation calling 16 1 3 Manage Scheduled Reports You can list modify and delete scheduled reports To manage scheduled reports 1 Click the Reporting link at the top right hand side of the main window A Report window appears 2 From the drop down list select Scheduled Reports A Scheduled Reports dialog box appears listing the reports that you have scheduled Name Description Template Abandoned Calls Weekly report Abandoned Call Rep Call Center Daily All Call Centers Daily Call Center Report Figure 136 Scheduled Reports Dialog Box o 3 To edit a report click the Load button report as required in the row for the report and modify the 4 To delete a report click the Delete button Se in the row for the report BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 130 OF 157 BR amp ADSOFT Innovation calling 17 Configure Call Center You use the Settings page acc
98. e supervisor You can escalate a call to the first available supervisor or select the supervisor yourself To blind escalate a call 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 click the Escalate button supervisor Is initiated BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC lal for that supervisor Your original call is placed on hold and a call to the 40 CA5906 00 PAGE 66 OF 157 BR amp ADSOFT 2 3 Innovation calling Without waiting for the supervisor to answer in the Call Console select the original call Move the mouse over the call to the supervisor and click Transfer THR 6 11 3 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 In the Supervisors panel click Escalate ce to let the system select a supervisor or to select the supervisor yourself click an available supervisor and click Escalate stell for that supervisor Wait until the supervisor accepts your call and speak to the supervisor When ready to transfer the call in the Call Console select the original call Move the mouse over the call to the supervisor
99. ecording Calls 58 Redialing number 61 Reordering calls in queue 112 Report settings Configuring 144 Date and time 144 Default service level calculations 145 Default thresholds 144 Reports Generating 118 Managing scheduled 130 Running enhanced 119 Scheduling enhanced 125 Resuming Conference 70 Conference participant 70 Held call 63 Scheduling Enhanced Report 125 Screen Pop configuring 133 Search panel 41 Search dialing from 62 Searching for contacts 80 Selecting Agents to monitor 99 Call centers to monitor by agent 97 Call Centers to monitor by supervisor 107 Supervisors to monitor 93 Services enabling or disabling 31 Setting outgoing CLID 60 Settings About 145 Application 136 138 Queue membership 136 Application policies 136 Barge in and monitoring 137 General 132 Hotel Guest 133 Language 133 Screen Pop 133 Workspace 134 Messaging 143 E mail messaging 143 IM amp P 143 Transferring call 65 Plug ins 139 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 C A5906 00 2013 BROADSOFT INC PAGE 156 OF 157 BR amp ADSOFT Innovation calling Call event log 142 LDAP 140 Notification 139 Outlook 140 Program shortcuts 141 Report 144 Shortcuts keyboard 151 Sign in Hot desk 26 Web browser 25 Sign out 28 Sign in Restrictions 27 Silent Monitoring 102 Sorting contacts 79 Speed dial numbers Adding 83 Deleting 84 Managing 83 Modifying 8
100. ect a new language from the list m Synchronize language to my profile This box when checked synchronizes the Call Center language with your BroadWorks profile and ignores the language selection on this page 17 1 4 Screen Pop You use the screen pop settings to configure the URL that may be launched on incoming calls m Enter URL This text box allows you to enter the URL address of the web page that Call Center opens using the default browser when you click the Web Pop URL button in the Call Notification pop up window m Auto pop for incoming calls When this option is checked Call Center launches the Web Pop URL without your having to click the Web Pop URL button in the Call Notification pop up window for each incoming call BroadSoft Professional Services is available to design web applications that can interface with different databases The URL can point to any URL address but typically points to a web application that parses optional call parameters and passes them to a Customer Relationship Management CRM application or other database For example http www mysite com webapp php remoteNumber REMOTE PHONE amp sp S ERVICE PROVIDER BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 133 OF 157 BR amp ADSOFT Innovation calling This URL passes the incoming calling number and the service provider ID to the web application at www mysite com The we
101. eessseeesseeesssaeesssneessensessaees 80 Figure 75 Edit Personal Contact Dialog Box Adding Ent 82 Figure 76 Edit Personal Contact Window Deleting Ent 82 Figure 77 Edit Speed Dials Dialog Box Adding Ent 83 Figure 78 Edit Speed Dials Dialog Box Modifying Entry rrnnrrrnnnvrnnnnvrnnnnvennnvvennnnvennnnvennnrvennnvvennnnnenn 84 Figure 79 Edit Speed Dials Dialog Box Deleting Emir 84 Figure 80 Contact IM Subscribe Dialog Box 85 Figure 81 Contact IM Re Subscribe Dialog BOX rrrrrrrnvvrnnnvennnvennnvennnvennnvennnvennnvernnvennnvennnvennnvennnvennnnenn 86 Figure 82 Edit Instant Message Contacts Dialog Box Add Contact 86 Figure 83 Edit Instant Message Contacts Dialog Box Modify Contact 87 Figure 84 Contact IM Unsubscribe Dialog BOX rrnrrrnnnvrrnnnvrrrnnvennnnvernnnvennnnvennnvernnnvernnnnenrnnnensnnnensnnnenn 87 Figure 85 Contact IM Request Dialog BOX rrrnnrrrnnnvvrnnnvrnnnnvennnnvennnnvennnnvennnnvernnvennnnvensnnnennnnnensnnnensnnnenn 88 Figure 86 IM amp P Presence State of Contact 88 Figure 87 IM amp P Contact with Chat button 89 FEE 0 EE aa ea E aa eea NE E Eara E ESE Eaa 90 Figure 89 Add Participants to a Chat 91 Figure 90 Multiuser Chat 91 Figure 91 Managing Chat Sessions rrarrrrnrvrnnvrrnnvvrnnvrrnnvvrnnvrrnnnvrnnvvrnnnnrnnnnennnnrnnvennnnennnennnvennnnennnvennnenn 92 Figure 92 Supervisors Panel 93 Figure 93 Supervisor Favorites Dialog Dos 93 Figure 94 Dashboard Pane Agents
102. ent Call Report Agent Disposition Code Report Agent Duration Report Agent Sign In Sign Out Report Agent Summary Report Agent Unavailabilty Report Call Center Call Detail Report Call Center Disposition Code Report Call Center Incoming Calls Report Call Center Overflow Matrix Report Call Center Presented Calls Report Call Center Report Call Center Summary Report Service Level Report Scheduled Reports Figure 119 Report Window 2 Select a report template from the drop down list parameters for the report BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC The page displays the input 40 CA5906 00 PAGE 119 OF 157 BR amp ADSOFT Innovation calling BROADWORKS Call Center w Report Input Template Abandoned Call Report rs Scope 8 All Call Centers Call Center DNIS Hide Performance Parameters Service Level Abandoned Call Threshold Type Historical Real time Scheduled Start Date 0802 2011 F Start Time 0 00 HH MM End Date 0802 2011 F End Time 0 00 HH MM Sampling Daily v Output Format HTML v Run Report Report Output Figure 120 Abandoned Call Report Running Report 3 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 the input parameters for all reports Input Field Description Allo
103. erences 1 categories Figure 140 Settings Application Supervisor Use warning tone when m Barging In When this option is set the agent hears a warning tone when you barge in on their call m Monitoring When this option is checked the agent hears a warning tone when you start silently monitoring their call BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 137 OF 157 BR amp ADSOFT Innovation calling 17 3 Settings Services You use the Services tab to configure various services assigned to you by your administrator on BroadWorks which are integrated with Call Center These 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 Services C Default User Services Inactive Do Not Disturb Blocks all calls and sends them to voicemail LT Call Forwarding Always Forwards all calls to destination Service Settings v Active Ring Splash eee 202551 009 Manage your service settings 2 Services Figure 141 Settings Services The services that you can configure if you have been assigned the services are 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 m Call Forwarding Always When you a
104. ervisor in the Supervisors panel and click Emergency for that supervisor In the Call Console select the call to escalate In the Supervisors panel click Escalate or click an available supervisor and click Escalate for that supervisor In the Call Console move the mouse over the call to the supervisor and click Transfer before the supervisor answers the call In the Call Console select the call to escalate In the Supervisors panel click Escalate or click an available supervisor and click Escalate for that supervisor Consult with the supervisor When ready to transfer in the Call Console move the mouse over the call to the supervisor and click Transfer 40 CA5906 00 PAGE 53 OF 157 BR amp ADSOFT Innovation calling Function Escalate with Conference Start Three Way Conference Add Participant to Conference Hold Conference Resume Conference Hold Conference Participant Take Conference Participant Off Hold Leave Conference End Participant End Conference Set Outbound CLID Dial Ad Hoc Number Re dial Recent Number Dial Recent Number Dial Contact Dial from History Dial from Search Steps In the Call Console select the call to escalate In the Supervisors panel click Escalate or click an available supervisor and click Escalate for that supervisor In the Call Console move the mouse over the new call and click Conference In the Call Console select a call Move the mouse ove
105. essed via the Settings link at the top right hand side of the main page to configure various aspects of the Call Center application To return to the main interface click the Back To Application link 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 use to configure Call Center m Settings General m Settings Application m Settings Services m Settings Plug ins m Settings Messaging m Settings Report m Settings About NOTE Depending on your system configuration some settings may not be available BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 131 OF 157 BR ADSOFT Innovation calling 17 1 Settings General You use the General tab to configure miscellaneous settings that improve the usability of Call Center ES aaa P ZC General Account Chan won Hotel Guest Language English US a wl Synchronize language with service profile Screen Pop Auto pop incoming calls Date Format E NMDDYYYY DOMNAYYYY Time Format Ce AMPM 74 Hour Workspace Save Workspace Load Workspace Restore Workspace Always save Workspace on signout Figure 137 Setting General The following subsections describe the settings that can be configured on this page 17 1 1 Account You use this area to change your BroadWorks pass
106. feature may be enabled manually in the Call Center client or by the administrator on BroadSotft NOTE If this feature is enabled by your administrator you must not enable the client based Auto Answer using the Auto Answer button 6 7 3 Open URL For any current call you can open a page in your browser that contains information about the calling party encoded in its URL This can be done either from the Call Notification pop up window that appears on top of the system tray for an incoming call or from the Call Console for any current call This feature is configured on the Settings General configuration page For more information see section 17 1 4 Screen Pop To open a URL for an incoming call In the Call Notification pop up window click the Web Pop URL button m BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 59 OF 157 BR amp ADSOFT Innovation calling To open a URL for any call In the Call Console click the Web Pop URL button e for the target call 6 7 4 Save vCard When you receive a call a Call Notification pop up window appears on top of the system tray You can click a button in this window to save the caller s phone number and personal information as a vCard in Microsoft Outlook To save a vCard In the Call Notification pop up window click the Add vCard button FE This button is only present when Outlook is running 6 7
107. figuring 139 Ordering Call centers in agent s Dashboard 98 Queued calls 110 Organizing contacts 79 Outgoing CLID setting 60 Outlook integration configuring 140 Outlook panel 44 Pane Call Console 35 Contacts 39 Queued Calls 105 Panel Agents 42 Conference Call 38 Custom directory 43 Directories 45 Enterprise Group 41 Instant Message 44 Outlook 44 Personal 42 Queues 43 Search 41 Speed Dial 43 Supervisors 42 Participant Adding to conference 69 Ending in conference 70 Holding in conference 70 Resuming in conference 70 Password changing 29 132 Personal contacts Adding 81 Deleting 82 Managing 81 Personal panel 42 Phone states 94 100 147 Monitoring for supervisors 93 Picking up agent s call 103 Plug ins settings configuring 139 Pop up notification 56 Presence state of IM amp P contacts 88 Presence states 148 Program shortcuts configuring 141 Promoting calls in queue 111 Pulling out directories 75 Queue Membership configuring 136 Position call in reorder 112 Promoting calls 111 Real time statistics about 115 Retrieving calls from 111 Transferring calls between 112 Transferring calls to ad hoc number 112 Transferring calls to agent 112 Transferring calls to top 113 Queued calls Grouping 109 Managing 105 Monitoring 110 Ordering 110 Viewing details 109 Queued Calls pane 105 Queues panel 43 Quick reference call operations 53 Real time statistics 114 R
108. file System Disclaimer Warning This computer program ie protected by the copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of t may result in severe civil and criminal penaltie and will be prosecuted to the maximum extent possible under the law Copyright 2010 BroadSoft All Rights Reserved BroadWorks and BroadWorks Call Center are trademarks BroadSo ef Inc Figure 145 Settings About The following information is provided on this page m Version This is the name and software version of BroadWorks Call Center client Profile This is the Call Center client profile used m Disclaimer This is the Call Center copyright information BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 145 OF 157 BR amp ADSOFT Innovation calling 18 Appendix A Glossary and Definitions 18 1 ACD States ACD states specify the agent s availability to take calls The possible call states are those listed in the following table An agent can be in one of the ACD states ACD State Icon Description Available amp 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
109. fing lt allows you to transfer calls to queues quickly Custom A Custom directory contains selected contacts from your BroadWorks group or enterprise directory You can have access to zero one or several custom directories Custom directories are configured by your administrator Outlook The Outlook directory contains your Outlook contacts Instant Message The Instant Message directory lists IM amp P contacts to which you are subscribed LDAP Search Call Center provides search access to a configured LDAP directory When you Access Only make a search on the LDAP directory and your search returns results these results are displayed in the Search panel in the Contacts pane By default no LDAP contacts are displayed in the Contacts pane Access to certain directories depends on your permissions and the system setup For information contact your administrator The Contacts pane also contains the Directories panel which consolidates the contacts from the following directories Enterprise Group Custom Personal Outlook and Soeed Dial The Contacts pane is always visible You can choose which directories to display in the Directories panel and you can collapse the panel but you cannot close it For information about the operations you perform to manage your contact directories see the following sections m View Contacts m Organize Contacts m Search for Contacts m Manage Personal Contacts m Manage Speed Dial Numbers m Monitor
110. form depend on the state of the call For the list of Call Center action buttons see section 5 5 7 Call Action Buttons and for the list of actions that can be taken in each call state see section 5 2 5 Call States and Actions BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 37 OF 157 BR amp ADSOFT Innovation calling 5 2 4 Conference Call The Conference Call panel displays your current conference and allows you to manage your conference calls NOTE You can only be involved in one conference call at a time w CONFERENCE CALL Jean Richard 2025551007 Gregorio Valdez 2025551006 Remote Held 01 33 END Remote Held 01 07 H OLD Figure 24 Call Console Conference Call The header bar contains various controls that allow you to manage the conference End Conference button This allows you to end the current conference fi LEAVE Leave Conference button This allows you to leave the conference Hold Conference button This allows you to place the conference on hold 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 For
111. gn in procedure is the same for agents and supervisors In addition agents can sign in to Call Center using hot desk functionality that is sign in from any available desk configured for that purpose Upon login a desk s phone is associated with a certain 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 1 The minimum screen resolution required for the Call Center is 1024 x 768 pixels NOTE 2 Call Center does not support logging in as different users from the same machine at the same time NOTE 3 When using the Outlook Integration feature with Microsoft Outlook 2010 32 or 64 bit edition make sure Outlook is running before Call Center is launched otherwise the Outlook Integration functionality does not work 4 1 Launch Call Center from Web Portal BroadWorks has a Single Sign On feature When you access the Call Center client from the web portal you do not need to provide your credentials since you are already logged in to the web portal To launch Call Center 1 Loginto your BroadWorks web portal 2 From the Launch drop down list at the top right hand side of the BroadWorks logo pane select the Call Center service av BReeADSOFT Launch M Help Home Idwin Logout Figure 3 BroadWorks Web Portal Logo Pane Launching Call Cente
112. gure 56 Call History Dialog Box 63 Figure 57 Supervisors Panel Making Emergency Calls rrrrnnvrnnnnvennnnvennnnvennvvennnnvennnnvennnnnennnnnennnnnenn 66 Figure 58 Call Console Conference Call Panel 68 Figure 59 Call Console Starting Conference Call 69 Figure 60 Conference Call Panel Conference Cal 69 Figure 61 Call History DENG BOX E 71 EN NPA 73 Figure 63 Contacts Pane Show Hide Contact Directories cccccccssceesseeesseeeesseeesseeessneeessneeseaees 75 Figure 64 Directories Panel Selecting Directory to Display rrrnrrrrnnvvnrnnvenvnvvvnrnnvenrnrverrnrrerrnrrerrnneen 75 Figure 65 Directories Panel Selecting Directory rrrnrrrrnnvrnnnnvrnnnnvrnnnnvennnnvennnvennnnvennnnvensnnnensnnnensnnnenn 76 Figure 66 Custom Directory Displayed Below Call Console nnnnannnennnnnnnnnnnnnnnnnnnnnnennnnnnnnennenennneenae 76 Figure 67 Group Panel Evpanded e 77 Figure 68 Group Panel Contact Details rrrnnrrrnnnvrrnnnvrrrnnvrrnnnvennnnvennnnvennnnvennnvennnnvennnnnennnnnensnnnensnnnsnn 78 Figure 69 Contacts Pane Displaying Contacts by First Name asthame A 78 Figure 70 Supervisors Panel Supervisors Listed by First Name Laethame 78 Figure 71 Contacts Pane Sorting Contact 79 Figure 72 Group Panel Contacts Sorted by First Name AAA 79 Figure 73 Contacts Pane Search Panel 80 Figure 74 Contacts Pane Search Results ccccscccssseccssseecsseeessseecesseecesse
113. h 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 2 To restrict the search to contacts that start with the entered text check the Begins with box 3 From the drop down list select the directories to search 4 Press ENTER The text you enter is matched against all attributes of every entry in the selected directories NOTE The search is not case sensitive the search for Ann and ann returns the same results Search results are displayed in the Search panel each contact listed with the name of the directory where they were found BroadWorks directories are searched in the following order Supervisors Agents Group Enterprise Duplicate search results in BroadWorks directories are not displayed the first match for a given contact is displayed Duplicate search results in other directories are displayed w SEARCH ma x Begins with A Directories E Mary PERSONAL L Mario Bueno SUPERVISORS Marie Dumas GROLFP Se Paolo Maldini GROUP Madoline Wyoming GROUP 01 Manufacturing LTD SPEED DIAL Figure 74 Contacts Pane Search Results BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADS
114. he Supervisors panel Cheryl Baldwin Y SUPERVISORS Ee e f NR p Emergency callto supervisor Figure 57 Supervisors Panel Making E mergency Calls This places the call to the first available supervisor When the supervisor answers the emergency call a Three Way call or an N Way call is started without putting the caller on hold 2 To transfer the call to the supervisor click LEAVE in the Conference Call panel after the conference is established END CONFERENCE CALL x amp Jean Richard 2025551007 Remote Held 01 33 a amp Gregorio Valdez 2025551006 Remote Held 01 07 Figure 50 Conference Call Panel Leave Conference To make an emergency call to a specific supervisor 1 While on a call expand the Supervisors panel 2 Click the target supervisor and click the Emergency button for that supervisor Make sure the supervisor you selected is available Alternatively drag the call onto the target supervisor and click the Emergency button WS for that supervisor This places the call to the selected supervisor When the supervisor answers the emergency call a Three Way call or an N Way call is started without putting the caller on hold 3 To transfer the call to the supervisor click LEAVE in the Conference Call panel after the conference is established 6 11 2 Blind Escalate Call Use this method to escalate a call to a supervisor without consulting th
115. he document includes the following changes Updated sections 14 1 1 Run Report and 14 1 9 Agent Utilization Report for EV 131031 Updated sections 4 6 Sign Out and 13 5 Silently Monitor Agent s Call for EV 131536 Updated sections 4 8 Change Your Password and 17 1 1 Account for EV 130633 Added Appendix B Keyboard Shortcuts Updated document with changes in the application Updated section 14 2 Select Call Centers to Monitor for EV 141300 Updated Appendix B Keyboard Shortcuts for EV 130778 Updated sections 6 3 2 View Incoming Call Details and 17 4 1 Notification for EV 131521 1 10 Changes for Release 17 sp2 Document Version 3 This version of the document includes the following changes Updated section 17 1 7 Workspace for EV 119881 Updated sections 6 3 2 View Incoming Call Details and 17 4 1 Notification for EV 118621 Updated document to align with changes in the interface 1 11 Changes for Release 17 sp2 Document Version 2 This version of the document includes the following changes Updated section 6 4 1 Assign Disposition Codes to Current Call to reflect changes in the interface Updated section 6 3 2 View Incoming Call Details for EV 127533 Updated section 17 Configure Call Center for EV 126771 Updated section 5 Explore Workspace for EVs 127180 and 128936 Updated sections 4 6 Sign Out and 17 7 Settings About to align document with changes in the interface Updated section 5 Explore Workspace for EV 126451
116. held and the destination contact s phone state must be either Busy or Ringing If the camped call is not answered within the predefined time the call is recalled and reappears in your Call Console Agents can camp calls on monitored contacts in their Supervisors directory and Supervisors can camp calls on monitored contacts in their Agents directory For information on monitoring supervisors see section 77 Monitor Supervisors Agent For information on monitoring agents see section 73 Manage Agents Supervisor To camp a call on a busy contact 1 From the Call Console select an active or held call 2 In your Supervisors or Agents directory select the contact to camp the call on The contact s phone state must be Busy or Ringing 3 Move the mouse over the contact and click Camp amp Once the call is camped it is removed from the Call Console If the camped call timer expires before the call is answered the call reappears in the Call Console 6 10 Transfer Calls There are a number of ways in which you can transfer a call including blind transfer transfer with consultation and transfer to queue 6 10 1 Blind Transfer Use this method to transfer a call to another number without providing an introduction to the destination party Calls may be transferred this way while active held or ringing in on your phone In the latter case the system redirects the call before it is answered To blind transfer a call to a
117. hin the month for example the second Monday of the month check The lt X gt lt Day of week gt of the month and select X and Day of week from the drop down lists Recurrence Pattern Recurs fer Every 1 month amp on x e Day 1 The First of the month Sunday of the month Figure 128 Scheduled Report Monthly Recurrence Pattern lf you selected Yearly specify the frequency of occurrence in years for example every two years and specify the day for the recurrence of the report Select one of the following options To schedule the report on a specific day of the year check Day lt X gt of lt Month gt and select the day and the month To schedule the report on a specific day of the week and month for example the first Sunday of January check The lt X gt lt Day of week gt of lt Month gt and select X Day of week and Month from the drop down lists BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 127 OF 157 BR amp ADSOFT Innovation calling Recurrence Pattern Recurs k Every 1 year s on en Day 1 of CO The First Sunday of January Figure 129 Scheduled Report Yearly Recurrence Pattern 6 Specify when the report should run Foranon recurrent report specify the actual date and time to generate the report Report Time HH MM 2chedyle Date 07 30 2012 20 Schedule
118. ibuting Hotline Active 00 18 Figure 104 Silently Monitored Call To barge in on a call you are silently monitoring In the Conference Call panel click Barge In i You are conferenced in to the call For information on operations that can be performed on conference calls see section 6 12 Manage Conference Calls 13 6 Barge in on Agent s Call Supervisor Barge In allows you to barge in on an agent s call This is useful when you want to enter an already established call between two other people You can only barge in on agents who you selected for phone and ACD state monitoring NOTE This functionality is only available if you have been assigned the Directed Call Pickup with Barge in service To barge in on an agent s call 1 Inthe Contacts pane expand the Agents panel and select an agent The agent must have exactly one active call 2 Click the agent to expand the entry and click Barge In A Three Way Conference is established For information on operations that can be performed on conference calls see section 6 12 Manage Conference Calls 13 7 Pick Up Agent s Ringing Call Call Pickup allows you to pick up an unanswered call on behalf of an agent This is useful when the agent is away or busy NOTE 1 This functionality is only available if your group has been assigned the Call Pickup Service NOTE 2 A call that Is retrieved using Call Pickup Is treated in the Call Center reports as a direct inbound call
119. ication settings configuring 136 138 Assigning disposition codes 57 Current call 57 Wrap Up 57 Auto Answering calls 59 Barge in and monitoring settings configuring 137 Barging in on agent 103 Blind escalating call 66 Blind transferring calls 64 Busy Camp On 64 Call Center Client agent 21 Client supervisor 22 Configuring 131 132 Getting started 24 Launching from web portal 24 Overview 20 Panels viewing 109 Selecting for monitoring by agent 97 Selecting for monitoring by supervisor 107 Setting up 29 Signing in hot desk 26 Signing in web browser 25 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Call Centers Monitoring by agent 95 Order in agent s Dashboard 98 Call Console 35 Call states and actions 38 Conference Call panel 38 Current calls 37 Dialer 36 Header bar 36 Call Displaying directories below Call Console 75 Call History 46 Deleting 71 Dialing from 63 Managing 71 Viewing 71 Call Pickup 103 Calls Action buttons 49 Answering 59 Assigning disposition codes 57 Auto Answering 59 Blind escalating 66 Blind transferring 64 Camping 64 Dialing Ad hoc number 61 Contact 62 History 63 Search 62 Dragging and dropping 54 Emergency 65 Ending 60 Escalating 65 Conference and handover 67 Consultation 67 Mid conference hold 67 Event log configuring 142 Generating trace 57 Last released call 58 Selected call 58 Mak
120. ight Service E The call center is processing calls according to the Night Service schedule and policy Night Service Override CH The call center has been manually forced to follow the Night Service policy NOTE The Night Service or Night Service Override mode appears only if the Night Service policy is triggered Itis triggered either by the Night Service schedule or by a manual override and if the action to apply to incoming calls is set by a BroadWorks administrator to either Perform busy treatment or Transfer to phone number SIP URI Setting the action to None acts as if the Night Service policy was not triggered and as a result the Night Service Night Service Override mode Is not displayed Holiday Service CH The call center is processing calls according to the Holiday Service schedule and policy NOTE The Holiday Service mode appears only if the Holiday Service policy is triggered and if the action to apply to incoming calls Is set by a BroadWorks administrator to either Perform busy treatment or Transfer to phone number SIP URI Setting the action to None acts as if the Holiday Service policy was not triggered and as a result the Holiday Service mode Is not displayed ar Forced Forwarding All calls to this call center are forwarded to a specified destination Normal Call center is in normal mode of operation none of the above modes is enabled
121. ign out the host user ID you entered is saved and can be reused on the next sign in NOTE 2 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 BroadWorks web portal 4 4 Sign in Restrictions You can only have one active Call Center session at a time When you sign in from a second location you are automatically signed out from the original location with the following message You have been signed out as you have signed in from another location User ID meellersiidevcluster synapse Com Password _ Stay signed in Sign In Show options Bookmark this page Figure 7 Sign in Dialog Box with Error Message Call Center D I Ener Numbe A a SEARCH a GROUP a PERSONAL AGENTS a SUPERVISORS Ge CR y a SPEED DUAL a QUEUES Figure 8 Main Interface Top of Page with Error Message 4 5 Get Help Call Center provides you with online access to a portable document format PDF version of this guide BROADWORKS Call Center CEE Figure 9 Logo Pane with Help Link To access the document click the Help link in the top right hand side of the main interface BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 27 OF 1
122. ing outbound 60 Managing 52 Managing conference 68 Modify number to display 108 Open URL 59 Operations quick reference 53 Placing on hold 63 Recording 58 Redialing number 61 Resuming held 63 Saving vCard 60 Silently monitoring Agent 102 In queue 110 States 149 States and actions 38 40 CA5906 00 PAGE 153 OF 157 BR amp ADSOFT Innovation calling Transferring 64 Transferring to queue 65 Transferring to top of queue 113 Transferring with consultation 65 Types 149 Viewing 55 Camping calls 64 Changing ACD state 30 IM amp P presence state 30 Password 29 132 Chatting Managing sessions 92 Starting multiuser session 90 Starting one on one session 89 Common panel 41 Conference Adding participant 69 Ending 70 Ending participant 70 Escalating call 67 Holding 70 Holding participant 70 Leaving 70 Managing 68 Resuming 70 Resuming participant 70 Starting 69 Three Way 69 Conference Call panel 38 Configuring Application policies 136 Application settings 136 138 Barge in and monitoring settings 137 Call Center client 131 Call event log 142 Call notification settings 139 E mail messaging 143 General settings 132 General settings account 132 Hotel Guest 133 IM amp P messaging 143 Language 133 LDAP settings 140 Messaging 143 Outlook integration 140 Plug ins 139 Program shortcuts 141 Queues membership 136 Report settings 144 Screen Pop 133 Workspace setting
123. ing to which the agent is assigned m A skill level is shown as N A for Standard call centers and for call centers with priority based routing 18 3 Phone States Phone states show the state of the monitored agent s telephone line or the 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 il not on a call Busy Supervisor s phone is off hook which means that the GE 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 Private A Supervisor has enabled phone status privacy Call Supervisor has enabled the Call Forwarding Always service Forwarding up Always Unknown GC Supervisor is currently not monitored For agents the phone states are combined with their ACD states and are displayed as follows Phone State ACD State Icon Description ldle Available Agent s phone is on hook and the agent is G available to take ACD calls Ringing Available Agent s phone is ringing and the agent is Q available to take the call Any Unavailable Agent is not available to take ACD calls Sign In Sign wo Out Idle Ringing Wrap Up Agent is performing post call work
124. iorty0 Priorty Priorty2 Priorty3 v Hotline 10 v Technical Support 1234 v CC SID Figure 107 Edit Queue Favorites Dialog Box 2 Select the Monitor check boxes in the rows of the call centers to monitor 3 Click Save A NOTE Clicking the Close button in a call center panel in the Queued Calls pane closes the panel but does not stop monitoring the call center To stop monitoring a call center deselect the Monitor check box for the call center in the Edit Queue Favorites dialog box For information about showing or hiding a call center in the Queued Calls pane see section 14 4 Show or Hide Call Center Panels 14 3 Modify Number of Calls to Display For each Standard call center that you are monitoring you can modify the maximum number of calls to be displayed and for each Premium call center you can modify the maximum number of calls that can be displayed in each priority bucket The total number of calls to display for a call center cannot exceed 50 1 Inthe Queued Calls pane click Options EG and select the Edit Queue Favorite Dialog option The Edit Queue Favorites dialog box appears 2 For each Standard call center you are monitoring set the total number of calls to display 3 For each Premium call center you are monitoring set the number of calls to display in each priority bucket The total number of call in all priority buckets cannot exceed 50 BROADWORKS HOSTED THIN CALL CENTER AGENT S
125. irley E Figure 87 IM amp P Contact with Chat button 2 Click Chat SK on the line for the contact A Chat window appears displaying your contact s information on the title bar BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 89 OF 157 BR amp ADSOFT Innovation calling Paolo Maldini Figure 88 Chat Window NOTE A Chat window also appears when another IM amp P user initiates a chat session with you 3 Type your message in the text box at the bottom of the window and click ENTER Your message is sent to your contact The messages you send and receive appear in the Chat Logs area at the top of the window below the title bar Up to 50 messages per contact are kept in the log for the duration of your IM amp P session even if you close the Chat window and later start exchanging messages again with the same contact The messages are cleared when you go Offline 10 2 2 Place Call from Chat Window If the user with whom you are chatting is also a contact in your Group Enterprise directory you can call them directly from the Chat window To place a call from the Chat window Click the Call button La at the top right of the Chat window The Call Center client issues a Click To Dial attempt to the contact s phone number and the call appears in the Call Console 10 2 3 Establish Multiuser Chat Session You can invite other contacts to your chat thus converting your
126. ith 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 is the date when you want the report to start 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 180 days of half hour interval statistics 365 days of hourly interval statistics 730 days of daily interval statistics BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Allowed Value 1 through 72000 1 through 7200 1 through 7200 These options can be checked or unchecked 1 through 7200 Historical or Real time MMM DD YYYY 40 CA5906 00 PAGE 121 OF 157 BR amp ADSOFT Innovation calling 4 Input Field Start Time End Date End Time Sampling Output Format Description This is the time when you want the report to start You can select the hour format A M P M or Military time 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 lt can be set by typing in the text box o
127. lated actions Figure 21 Call Console Header Bar The header bar can contain the following controls e DU T Disposition Code button This allows you to assign disposition codes to the last call The button only appears when you are in Wrap Up state E E m Trace Call button This allows you to attach a trace to the last call m Call History button This allows you to access the list of your previous calls es m Auto Answer button This allows you to enable or disable the automatic answering of calls Ce m Call Waiting button a This allows you to enable or disable the Call Waiting service 5 2 2 Dialer The Dialer located at the top of the Call Console below the header bar allows you to make ad hoc calls and set your outgoing calling line identity CLID for the next call IR Enter Number i fy Figure 22 Dialer It contains the following elements The Outbound CLID button 7 which allows you to configure the number you want to use for outgoing calls The Enter Number text box in which you enter the number to dial m Action buttons which change depending on the context and allow you to perform operations on calls For more information see section 5 5 7 Call Action Buttons BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 36 OF 157 BR amp ADSOFT Innovation ca
128. left of the latest opened Chat window Chat windows can be taken out of the main interface and placed elsewhere on the screen The number of concurrently open Chat windows depends on the browser window size and screen resolution The oldest Chat window is closed when there is no more room for a new Chat window to open This only applies to Chat windows that are placed within the main interface You can start a chat session with a contact or accept a session request from another user A one on one session can be converted into a multiuser chat by inviting more participants You can also receive an invitation to a multiuser chat from another user When your IM amp P contact is in your group enterprise you can also phone them directly from the Chat window The tasks related to instant messaging are described in the following sections m Start Instant Messaging Session m Place Call from Chat Window Establish Multiuser Chat Session m Manage Instant Messaging Sessions 10 2 1 Start Instant Messaging Session You can start an instant messaging session with an IM amp P contact from any of the following panels Instant Message Agent Supervisor Enterprise Group Custom Search and Directories To start an instant messaging session with a contact 1 Inthe Contacts pane click the target contact The entry expands displaying available action buttons GROUP A Wyoming Madoline EN Dumas Marie Bueno Mario Jones Sh
129. lerting state a call is currently being delivered to the supervisor Do Not Disturb Supervisor has enabled the Do Not Disturb service Private A Supervisor has enabled phone state privacy Call Forwarding Supervisor has enabled the Call Forwarding Always service Always H Unknown Le Supervisor is currently not monitored BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 94 OF 157 BR amp ADSOFT Innovation calling 12 Monitor Call Centers Agent Call Center provides you with real time information about monitored queues This information is displayed in the Dashboard pane 12 1 Dashboard Pane The Dashboard pane lists the monitored call centers and provides key indicators for each For information about selecting call centers to monitor see section 12 2 Select Call Centers to Monitor Some fields are color coded to provide visual indicators of threshold severity Threshold values are configured by your administrator The visual Indicators of threshold severity are as follows Severity Color 0 no threshold crossed No color 1 yellow threshold crossed Yellow 2 red threshold crossed Red Current Calls in Queue ASA 00 16 Staffed 3 9 Technical Current Calls in Queue 2 20 Longest Waiting Call 00 00 ASA 00 15 Staffed 15 Customer Support Current Calls in Queue 16 500 Longest Waiting Call 01 10 AHT 00 20 ASA 00 15 Staffed 25 100 Finance
130. licies amp Available 2 Wrap Up 1 ER o FE Jueues without policy Outgoing calls as call center Figure 139 Settings Application Agent 17 2 1 Queue Memberships Agent These settings allow you to select the call center queues you wish to join The table also displays your skill level in each queue for more information see section 18 2 Agent Skill Levels Premium Call Centers 1 To join a call center queue select the check box on the line for the call center 2 To join all queues select the check box in the header NOTE If you are not allowed to join leave a queue the line for the queue is dimmed and you can only view your join status in the queue To change your join status in a queue if you are not allowed to do it yourself contact your administrator 17 2 2 Agent Policies Agent You use agent policies settings to specify your post sign in ACD state post call ACD state wrap up timer and outbound CLID m 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 If you selected Unavailable and unavailable codes are enabled for your organization select an unavailable code from the drop down menu BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 136 OF 157 BR amp ADSOFT Innovation calling
131. lling 5 2 3 Current Calls The Call Console displays your current calls both direct and ACD 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 The Conference Call panel is described in the following section IE Enter Number V gt Madoline Wyoming 412025551008 pe HOLD TRACE END Figure 23 Call Console Current Calls The following information is displayed for each call m Call State icon This is a visual representation of the current state of the call For more information see section 5 2 5 Call States and Actions Remote CLID This is the name of the remote party if available and the phone number in parenthesis m Call State name This is the display name of the call state the call is currently in m Call duration Held duration This is the duration of the call from the time the call was received from BroadWorks and it reflects how long the call has been present in the system In addition for held calls the time a call has been on hold is displayed The call entry also displays action buttons for the operations that you can currently take on that call The actions you can per
132. lls For information on using contacts to manage calls see section 6 Manage Calls For information about organizing and managing your contact directories see section 9 Manage Contacts GROUP COMMON PERSONAL Y SUPERVISORS Baldwin Cheryl wf Richard Jean Bueno Mario SPEED DIAL QUEUES OUTLOOK INSTANT MESSAGE w DIRECTORIES Hotline Call Center Technical Support Call Center Baldwin Cheryl gl Valdez Gregorio 4 Richard Jean _ Wyoming Madoline 4 Dumas Marie W Bueno Mario _ Maldini Paolo Jones Shirley P E A E AS 4 Lal Figure 25 Contacts Pane BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 39 OF 157 BR ADSOFT Innovation calling The Contacts pane contains the following panels m Search Panel m Enterprise Group Panel Common Panel Agents Panel Supervisors m Supervisors Panel Agents m Speed Dial Panel Queues Panel Custom Directories Panels m Instant Message Panel m Outlook Panel m Directories Panel The contact directories you have access to depend on your system configuration as well as the services assigned to you For more information contact your administrator The directories you see in the Contacts pane also depend on your setup For information on selecting the directories to display in the Contacts pa
133. lls and make calls from history m Chat windows You use Chat windows to chat with your IM amp P contacts Dashboard The Dashboard provides real time summary information for up to 50 queues and allows you to monitor key performance indicators for monitored call centers and supervised agents Report window You use the Report window accessed via the Reporting link to generate reports about the activity and performance of call centers and agents you manage Settings pages You use the Settings pages accessed via the Settings link to configure various aspects of Call Center For more information see section 5 Explore Workspace For information on Call Center functions performed by supervisors see the following sections m Manage Agents Supervisor m Manage Queued Calls Supervisor View Real Time Statistics Supervisor m Generate Reports In addition for information about other functions available to you see the following sections m Getting Started m Manage Calls m Manage Call History m E mail Contacts m Manage Contacts m Monitor IM amp P Contacts and Chat with Contacts m Configure Call Center BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 23 OF 157 BR amp ADSOFT Innovation calling 4 Getting Started Call Center is hosted on BroadWorks and you access it over the network either from your web portal or from a web browser The si
134. ls from history and delete call logs The Report windows accessible from the main page via the Reporting link provide access to Enhanced Reporting allowing you to generate schedule and view reports Agents can only generate reports about themselves The Dashboard accessible from the main page via the Dashboard link provides you with real time summary information about the call centers and agents you supervise up to 50 The Dashboard pane allows you to view the current state of the monitored call centers The Settings pages accessible from the main page via the Settings link allow you to configure various user level and application settings You use controls such as buttons and drop down lists to execute actions on calls contacts queues and so on This section describes the following elements of the Call Center interface Logo Pane Call Console Contacts Pane Call History Controls For information about other interface elements see the following sections BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE Queued Calls pane Section 14 1 Queued Calls Pane Chat windows Section 10 2 Chat with IM amp P Contacts Report windows Section 76 Generate Reports Dashboard pane Section 12 Monitor Call Centers Agent Dashboard Section 15 View Real Time Statistics Supervisor Settings pages Section 17 Configure Call Center 2013 BROADSOFT INC 40 CA5906 00 PAGE 33 OF 1
135. mberships Agent and Appendix A Glossary and Definitions for the Call Center Skill Based Routing Feature Description EV 150771 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 15 OF 157 BR amp ADSOFT Innovation calling Updated section 16 1 2 Schedule Report for the Schedule User Interface Improvements Feature Description EV 165598 Added sections 4 10 Change your Instant Messaging and Presence State and 10 Monitor IM amp P Contacts and Chat with and updated section 9 Manage Contacts for the IM amp P for Call Center and Receptionist Clients Feature Description EV 150370 Updated section 6 11 1 Make Emergency Call for EV 175261 1 5 Changes for Release 18 0 Document Version 2 This version of the document includes the following changes Updated sections 3 2 Call Center Supervisor 14 1 Queued Calls Pane 14 2 Select Call Centers to Monitor 14 9 Enable Night Service Override or Forced Forwarding Premium Call Center and 14 15 Change Position of Call in Queue and added section 14 3 Modify Number of Calls to Display to align document with changes in the application Updated section 14 1 Queued Calls Pane for EV 159630 The position of the following information in the Queued Calls pane has changed The name and number of the remote party and the name and number of the DNIS call center that took the call 1 6 Changes for Release 18 0 Document Version 1 This version
136. me within eight seconds of each other the Call Notification pop up window appears only for the first call of that series 17 4 2 Microsoft Outlook The Microsoft Outlook options control Outlook integration with Call Center They are only visible if Outlook integration is enabled in Call Center The options you can set are as follows m Enable Disable Outlook Integration This determines whether Call Center integrates with Outlook to provide you with access to your Outlook contacts If Outlook integration is disabled the corresponding desktop plug in software components are not downloaded from BroadWorks m Retrieve contacts from This option allows you to specify where to look for your Outlook contacts m Use Outlook contacts as preferred CLID lookup When this option is checked Call Center uses Outlook to try to identify a caller when the caller ID is unknown NOTE The Outlook Integration feature provides the following functionality CLID lookup saving vCards and accessing and searching Outlook contacts When using Microsoft Outlook 2010 32 or 64 bit edition Outlook must be running before Call Center is launched for these functions to work 17 4 3 LDAP v3 LDAP settings allow you integrate an LDAP directory with Call Center These options are only visible if LDAP integration is enabled in Call Center If you do not know the appropriate settings contact your system administrator Make sure you have correctly importe
137. ment 4pplication Startup Show splash screen C Use only certified plug ins Currently in Certified Mode Yes Enable Protected Mode at startup Select Default POF Handler Figure 121 Preferences General 5 Uncheck Enable Protected Mode at startup 6 Click OK 7 Close Adobe Reader 16 1 1 1 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 If you select HTML or PDF report format when requesting a report the report is displayed in the Report window If you select XLS a file is created that you can save on your computer This section provides an example of a report Abandoned Calls Report For more information on the reports available in Call Center see the BroadWorks Call Center Reports Guide The results of the Abandoned Calls Report are presented in a bar chart and table BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 123 OF 157 BRasADSOFT Innovation calling Innovation calling Abandoned Call Report Multiple Call Centers 15 Minutes Start Time 12 02 2010 01 00 PM Time Zone GMT 05 00 Canada Eastern Time Date Run 12 02 2010 03 43 PM Abandoned Calls 1 1 1 1 1 8 Calls Queued Calls E Calls Calls Calls Calls Calls Calls Answered Calls Answered Abandoned Abandoned in Abandoned In Aband
138. n 13 1 Select Agents to Monitor v AGENTS oR amp Valdez Gregorio Unavailable Ge Wyoming Madoline Sign Out O l Dumas Marie Wrap Up Maldini Paolo Sign Out Jones Shirley Wrap Up L Smith Stan Available Figure 98 Agents Panel 13 1 Select Agents to Monitor Call Center allows you to monitor the call and the ACD state of selected agents but agents are not automatically monitored To monitor the state of an agent you must select the agent To select agents to monitor E 1 Inthe Agents panel click Edit The Edit Monitored Agents dialog box appears Select list of favorite contacts to be monitored Call Centers Dl Hotline vA Gregorio Valdez Madoline Wyoming vA Marie Dumas wv Paolo Maldini amp Shirley Jones A Stan Smith a l Technical Support w Gregorio Valdez amp Marie Dumas wv Paolo Maldini 4 contacts selected maximum 50 Figure 99 Edit Monitored Agents Dialog Box 2 Select the check box next to each agent to monitor If an agent is staffing multiple call centers by selecting that agent for monitoring in one call center you are also selecting them for monitoring under all call centers that they are staffing BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 99 OF 157 BR amp ADSOFT Innovation calling 3 Click Save The selected agents have their call and ACD state
139. n a Premium call center To change a call s position in a queue 1 Inthe Queued Calls pane click the target call to expand it ar REORDER RETRIEVE Send to Front 2 Figure 113 Reordering Queued Call BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 112 OF 157 BR ADSOFT Innovation calling ss and select the new position in the queue from the list that 2 Click Reorder appears The call is placed in the new position NOTE 1 You cannot place a call ahead of a bounced call NOTE 2 The list can contain a maximum of 24 reorder positions which you can choose from to reorder a call in queue in addition to Send to Back and Sent to Front options 14 16 Transfer Call to Top of Queue Premium Call Center If your administrator has configured the call center with the Transfer to Top feature follow this procedure to transfer the call to the top of the queue You can only transfer a call to the top of the highest priority bucket bucket with priority 0 There need to be at least two calls in the target queue 1 Inthe Queued Calls pane click the target call to expand it REORDER 2 Click Reorder and select Send to Front from the list that appears REORDER RETREVE Send to Front 2 d Figure 114 Transferring Call to Top of Queue BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 0
140. n ad hoc number 1 From the Call Console select the call to transfer 2 Inthe Dialer enter the destination number and click Transfer Wki The call is transferred and removed from the Call Console To blind transfer a call to a contact 1 From the Call Console select the call to transfer 2 Inthe Contacts pane expand the directory from which you want to select a contact 3 Click the destination contact and click Transfer for that contact The call is transferred and removed from the Call Console BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 64 OF 157 BR amp ADSOFT Innovation calling 6 10 2 Transfer with Consultation Use this method to transfer a call with an introduction to the destination party Calls may be transferred this way while active held or ringing in on your phone In the latter case the system redirects the call before it is answered To transfer a call with consultation 1 Make a call to the person to whom you want to transfer the call If the first call was active it is put on hold 2 Wait until the called party accepts your call and speak to the party 3 When ready to transfer from the Call Console select one of the two calls THR 4 Move the mouse over the call that is not selected and click Transfer THR The calls are connected and removed from the Call Console 6 10 3 Transfer to Queue You can transfer a call back to
141. n in on agents who you selected for phone and ACD state monitoring NOTE This function is available if you have the Directed Call Pickup with Barge in and Call Center Monitoring services assigned You can silently monitor one agent at a time and the agent you monitor must have the Call Center Premium service assigned You can choose to monitor the agent s current call or next incoming call To monitor the current call the agent must have exactly one active call To listen in on an agent s current call silently 1 Inthe Contacts pane expand the Agents panel and click the agent to monitor The agent must have exactly one active call 2 Click Monitor for that agent A new call is created in the Conference Call panel You are conferenced in to the call and muted Silent Monitor To listen in on an agent s next call silently 1 Inthe Contacts pane expand the Agents panel 2 Click the target agent and click Monitor Next Call EMN for that agent A monitoring call is established for the selected agent BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 102 OF 157 BR amp ADSOFT Innovation calling When the next call is received and answered by the agent you are conferenced in to the call and your call is muted Both calls appear in the Conference Call panel CONFERENCE CALL BARGE HOLD LEAVE z 4 Paolo Maldini 202555100 Active 00 18 CL ABC Distr
142. nannnennnannnaonnanennennnenrnnnnnnnnrrnnrenenrnnnrennnnnnsrnnnnnnnnennnnnnnnennnn 31 5 Explore WorkSpace Lun 32 e NEE ee Le BE EE 34 5 1 1 Global Message Area 34 5 1 2 Links to Other Interface Elements and Funchonms 34 Onto EE MOa enera en 34 ER eene EEE EE 35 BEN FET hp 36 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 6 OF 157 BR amp ADSOFT Innovation calling ds 36 e E I EE 37 52A MANE 38 5 2 5 ANN 38 SC CGO Eer CC asc nen ee ee ee ee ee ee eee eee 39 F TN 41 5 3 2 Enterprise Group Panel 41 NG COMMON Panel NE EE NE NE nati 41 5 34 Personal PANEI E 42 5 3 5 Agents Panel Supervisors rrrrnnvvrnnnvrnnnnvernnnvernnnvrnnnnnennnnnernnnnenrnnnennnnnennnnnennnnnennnnnennnnn 42 5 3 6 Supervisors Panel Agents 42 OOF SNP 43 536 PN 43 5 3 9 Custom Directories E 43 5 3 10 Instant Message Panel cccccccsssseccssssecessseceessseeeessseeeessseeeesssnsessssesesesseeeesessesessssnsess 44 5311 Outlook EE 44 5 3 12 Directories Panel REN 45 A CA ON E 46 e Go 110 EE EE 47 551 CUP EE 49 6 Manage Aven 52 6 1 Call Management Operations Quick Heierence 53 6 2 Drag and Drop Call onto Contact 54 63 TT 55 6 3 1 View Current Calls ccccccccccsccseceecescsneeeeecsseeeeeeeseceeeeeecsceueeueeeseeueeueeseeaeeaueeseeneeaeesseneeeaes 55 6 3 2 View Incoming Call Deia 56 6 4 Assign Disposition Codes Premium Call Center 57 6 4 1 Assign Disposition Codes to Cur
143. navailable Agent is not available to take ACD calls Sign In d Sign Out Idle Ringing Wrap Up Agent is performing post call work They may or Q may not be available to take calls BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 100 OF 157 BR ADSOFT Innovation calling Phone State ACD State Icon Description Busy Available Agent s phone is off hook which means that the Wrap Up wo agent is on a call Calls may be delivered to agents depending on their call waiting settings and the call center s call waiting and wrap up settings Do Not Disturb Any e 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 block new incoming calls temporarily Call Forwarding Any gt Agent has enabled the Call Forwarding Always Always service Private Any A Agent has enabled phone state privacy t Unknown Any iy Agent is currently not monitored 13 3 View Agent s Details Clicking an agent expands the entry to show all queues the agent is assigned to and all the agent s current calls in order of arrival For each call the following information is displayed m Call number m Calling name if available and calling number and for direct calls extension
144. ne number SIP URI Setting the action to None acts as if the Night Service policy was not triggered and the Night Service Night Service Override status is not displayed in Call Center Holiday Service The call center is processing calls according to the Holiday service schedule and policy NOTE The Holiday Service status appears only if the Holiday Service policy is triggered and if the action to apply to incoming calls is set by a BroadWorks administrator to either Perform busy treatment or Transfer to phone number SIP URI Setting the action to None acts as if the Holiday Service policy was not triggered and the Holiday Service status Is not displayed in Call Center Forced Forwarding All calls to this call center are forwarded to a specified destination Normal Call center is in normal mode of operation none of the above modes is enabled NOTE When the call center is in Normal service mode the Status field is empty Calls in Queue This is the number of queued calls expressed as a ratio of the total queue capacity for that call center For example 6 10 means that there are six calls in the queue which can queue a maximum of ten calls Long Waiting Call This is the waiting time of the call that has been in the queue the longest EWT Expected Waiting Time This is the expected waiting time of calls in the queue AHT Average Handle Time This is the average handling time for
145. ne see section 9 7 7 Show or Hide Directories 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 take on that contact appear You can only view the details of one contact per directory at a time When you click another contact in the same directory the details of the currently expanded contact are automatically hidden GROUP A Hotline Call Center Technical Support Call Center Baldwin Cheryl Valdez Gregorio _ Richard Jean _ Wyoming Madoline _ Dumas Marie ee CALL Ei MOB Maldini Paolo Jones Shirley Smith Stan Figure 26 Group Panel Contact in Focus with Action Buttons For the list of Call Center action buttons see section 5 5 7 Call Action Buttons BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 40 OF 157 BR amp ADSOFT Innovation calling 5 3 1 Search Panel You use the Search panel to look for specific contacts in your contacts directories and if available in the configured LDAP directory For information about performing contact searches see section 9 3 Search for Contacts SEARCH p 4 x Begins with A EE F Figure 27 Contacts Pane Search Panel 5 3 2 Enterprise Group Panel The Enterprise Group panel contains the contacts in your BroadWorks group directory if
146. nly if the Holiday Service policy is triggered and if the action to apply to incoming calls is set by a BroadWorks administrator to either Perform busy treatment or Transfer to phone number SIP URI Setting the action to None acts as if the Holiday Service policy was not triggered and the Holiday Service status Is not displayed in Call Center Forced Forwarding All calls to this call center are forwarded to a specified destination None Gall center is in normal mode of operation none of the above modes are enabled NOTE When the call center is in Normal service mode the Service Mode field displays None m Current Calls in Queue This is the number of queued calls expressed as a ratio of the total queue capacity for that call center For example 6 10 means that there are six Calls in the queue which can queue a maximum of ten calls m Longest Waiting Call This is the waiting time of the call that has been in the queue the longest m EWT Expected Waiting Time This is the estimated time a caller has to wait in this queue before their call is answered m AHT Average Handle Time This is the average time it takes to process a call in this queue m ASA Average Speed of Answer This is the average time a caller spends in the queue before the call is offered to an agent m Staffed This is the number of agents that are in Sign In Available Unavailable or Wrap Up ACD state as a ratio
147. nnie e aaaea aaa 131 17 1 Settings General 132 TI FN 132 2 TEN 133 EE Ego e RE EEE 133 171 4 EN JE EE EE 133 11S Dao go EEE EE 134 VTS EFN 134 17 1 7 Workepnace Ennen nn rEnn EnEn nnen 134 172 une EE APPIGANON sessirnar EE NEAREST 136 17 2 1 Queue Memberships Agent 136 17 2 2 Agent Policies Agent 136 17 2 3 Barge In amp Monitor Supervisor srrrrnnvrnnnvvennnnvennnvvrnnnnvrnnnnvrnnnnvennnnvenrnnnerrnnnenrnnnensnnnenn 137 17 3 Settings Services ENEE 138 172A le TE 139 17 4 1 NN 0 10 0 cc ccescccessseeessneeessseeeeesneeesseaeeesseaeeeesseeeseseueeesscaeeeeseeueeeeseaeeeessaeesseseneeeess 139 VE Ne EE 140 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 10 OF 157 BR amp ADSOFT Innovation calling TL EP 140 1744 Program I 16 6 E E E eee R E E T 141 17 4 5 Call Event ee EE 142 17 5 Settings MESSAGING aksen 143 17 51 ENN NG 143 17 5 2 Instant Messaging and Presence sssesesnessreseeneetrsernnrrntntnntnnnnrtnnennnnrnnnennnennnnnn nnen 143 AES up Go NN 144 1761 DUE 144 17 6 2 Default Start Day of the Week cc cceccccssecesseeeeseeeesseeeeseneeeseneesssneesssueeessaeessseeeesaees 144 17 6 3 Default Service level Calculations rrrnnnrrnnnnvennnvvennnnvrnnnnvrnnnnvrnnnnvennnnnennnnnennnnnensnnnenn 145 E Settings e EEE EE 145 18 Appendix A Glossary and Definitions rrsssvrnnavrnnnvvrnnnnvrnnnnvrnnnnvrnnnnvnnnnnvnnnnnennnnnnnnnnne
148. nnnnennnnennnnnnnnnennnnennnnnnnnnnr 93 11 1 Select Supervisors to Montor 93 11 2 Supervisor Phone States rrrrrrnnvrnnnvvrnnnvvrrnnvvrrnnnvrnnnvnrnnnnnrnnnnnrnnnnnrnnnnesnnnnennnnnennnnnennnnnensnnnennnn 94 12 Monitor Call Centers Agent rrnerernnovennnnvennnnvennnvennnnnennnnnennnnnennnnnennnnnennnnnnnnnnennnnnennnnnennnnnennnnner 95 121 EE ge 95 12 2 Select Call Centers to Monitor ccc eccseeesseeeesseeseseeeesseeeesseeesseeeessaeeessaeeessseesssneesssneeessneeess 97 12 3 Select Information to Display rrrrernnvvennnvvennnvvernvvrnnnvvrnnnrvrnnnvnrnnnvnrnnnvesnnnvennnnvennnnnensnnnensnnnennnn 97 12 4 ee 98 13 Manage Agents SUPENISO euer 99 13 1 Select Agents to Monitor mrrnnrrnrnnvrnnnvvennnvvernnvvennnnvrnnnnvennnnnrnnnnnrnnnnesnnnnesnnnnesnnnnensnnnensnnnensnnnennn 99 13 2 Agent Phone and ACD States rrsnrnrnrvennnvvrnnnvvrnnnvvrnnnvnrnnnvnrnnnvnrnnnvernnnvernnnnesnnnnesrnnnesnnnnennnnnenn 100 13 3 View Agent s Details 101 13 4 Change Agent ACD State saiisine aaaea b a a iiA 102 13 5 Silently Monitor Agent s Cal 102 13 6 Barge in on Agents Cuvier danene 103 13 7 PICK Up Agents RANG CAM EE 103 14 Manage Queued Calls Supervisor rxavennavennvennnvennnnennnnennnnennnnennnnennnnennnnennnnennnnennnnennnnennen 105 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 9 OF 157 BR amp ADSOFT Innovation calling 14 1 Queued Calls Pane 20 cc
149. nnnnnnnnnnr 146 18 1 ADS rige 146 18 2 Agent Skill Levels Premium Call Center 147 joie PN are 147 18 4 Instant Messaging and Presence States A 148 Eo NN 149 EG EEE EEE ee ee rt 149 19 Appendix B Keyboard Shortcuts sanasssesasenkeskeammeam 151 NE 153 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 11 OF 157 BR amp ADSOFT Innovation calling Table of Figures Figure 1 Call Center Agent Main Intertace 21 Figure 2 Call Center Supervisor Main Interface 22 Figure 3 BroadWorks Web Portal Logo Pane Launching Call Center as Agent 24 Figure 4 BroadWorks Web Portal Logo Pane Launching Call Center as Supervisor 0n00n101 24 Figure 5 Call Center Sign in age 25 Figure 6 Call Center Sign in Dialog Box Advanced Options nsnnnonnaonanennnnnanennnennnneensnnnesennneenae 26 Figure 7 Sign in Dialog Box with Error Message nsnennnnnnsnnnnnnnnnnnnnennnsnnnnnnrnnnnnnnnnnnnnnnnnnnnnnnnnnennnne 27 Figure 8 Main Interface Top of Page with Error Message nnnnnnnnnnnonnnnnnnnaonnnnnennnennnnnnnnnnnnnnnneennne 27 Figure 9 Logo Pane with Help mk Een 27 Figure 10 Dialog Box Signing Out Last en 28 Figure 11 Dialog Box Saving Workspace on Sign Out n neansnnenennennennnonnnnnnnnnennnsnnnnnnnnnnsennnnennnneennne 28 Figure 12 Cha ging ge WW ONG EE 29 Figure 13 Logo Pane ACD State Control 30 Figure 14 Logo Pane Unavailable
150. nrrrnnvennvennvrrsnvennvennvnsnnvennvennnnssnnennnennn 109 Queued Calls Options Group 109 Queued Calls Options Got 110 Edit Queue Favorites Dialog Box 111 MONET 112 Reordering Queued Call rrnnrrnnnnvrnnnnvennnnvennnnvennnnvennnnvennnnvennnnnensnnnennnnnennnnnessnnnensnnnenennnenn 112 Transferring Call to Top of Oueue 113 PDA 114 Visual Indicators of Threshold Severity rrrrrrnnvrrrnnvrrnnnvrrnnnvennnvvrnnnvennnnvennnnnennnnnennnnnennnnn 114 Dashboard Select Columns to Display 117 Main Interface Top of VWumdow 118 REPON Vila ele 119 Abandoned Call Report Running Heport 120 Preferences General 123 Abandoned Calls Report Bar Chart 124 Abandoned Calls Report Table Fragment rrrrnnrrrnnnvennnnvennnnvennnvvennnnvennnnvennnnnennnnnennnn 124 Repor Window Report LIST EEN 125 Scheduling Report Abandoned Call Report rrrrrnnrrnnrvrnnrvrnnvvrnnvennnvennnvennnvennnvennnvennnnenn 126 Scheduled Report Daily Recurrence Pattern srrnnnnvnnnnnvnrnnnvennnnvennnvvennnvvennnnvennnvnennnnne 127 Scheduled Report Weekly Recurrence Hotten 127 Scheduled Report Monthly Recurrence Pattern rrnrrnrnnvrnnnnvennnvennnvvennnvvennnnvennnvnennnnn 127 Scheduled Report Yearly Recurrence Hotten 128 Report Time for a Non recurrent Report srrrnrnnvvrrnnnvvrrnnnnvvrnnnnnvennnnnennnnnvnensnnnnerrnnnnennnnnnn 128 Report Time for a Recurrent Heport NENNEN 128
151. nt real time and historical reporting and other features required in large call centers Figure 2 shows the main interface of the Call Center Supervisor BROADWORKS Call Center J Enter Number 2 a SEARCH a Hotline 2025551000 ei 0 10 0 20 X 4 GROUP Technical Support 2025551010 Ka 0 10 0 30 XX No items to show a COMMON a PERSONAL a AGENTS a SUPERVISORS SPEED DIAL a QUEUES INSTANT MESSAGE DIRECTORIES Group w CONFERENCE CALL l Hotline Call Center No items to show Technical Support Call Center Baldwin Cheryl Valdez Gregorio Richard Jean Wyoming Madoline Dumas Marie Bueno Mario Maldini Paolo _Jones Shirley Figure 2 Call Center Supervisor Main Interface The Call Center interface contains the following work areas m Logo pane The Logo pane displays information about you and contains links to other pages and functions m Call Console You use the Call Console to view and manage your current calls Contacts pane The Contacts pane contains your contact directories and provides you with real time call and ACD state of the agents you are monitoring BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 22 OF 157 BR amp ADSOFT Innovation calling Queued Calls pane You use the Queued Calls pane to manage queued calls m Call History dialog box You use the Call History dialog box to view your past ca
152. nterface 4 3 Hot Desk 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 hot desk functionality you must have your Hoteling Guest service turned on You turn on your Hoteling Guest service using the BroadWorks web portal or voice portal To sign in to Call Center as a hot desk user 1 At the assigned workstation start a web browser and enter the URL of the Call Center client The Call Center Sign in page appears Enter your BroadWorks user ID and password Click Show options The area expands displaying advanced options In the Hotel Host text box enter the user ID of the Hoteling Host that corresponds to the desk device you are using for example station 224Qacme com To change the language of the user interface from the Language drop down list select a new language Click Sign In BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 26 OF 157 BR ADSOFT Innovation calling You are signed in and Call Center associates that desk s phone with your user account for the duration of the session NOTE 1 When you sign out from the Call Center client the guest session with the host device at the desk is terminated After s
153. on on making calls from Call History see section 6 Manage Calls This section explains how to view and delete call logs 7 1 View Call History You can view your placed received and missed calls To view your call history 1 Inthe Call Console click Call History EI The Call History dialog box appears displaying your past calls The calls are grouped into placed received and missed calls By default missed calls are displayed Cowboys Ticket Sale Received calls 104 EDT 2011 4 Felix Jones ii E Felix Jones Thu Jul 21 15 22 56 EDT 2011 Felix Jones Thu Jul 21 15 22 55 EDT 2011 Felix Jones Thu Jul 21 15 22 55 EDT 2011 7 Felix Jones Thu Jul 21 15 22 54 EDT 2011 Felix Jones Thu Jul 21 15 22 54 EDT 2011 Fel Jones Thu Jul 21 15 22 53 EDT 2011 EA Felix Jones Thu Jul 21 15 22 53 EDT 2011 Felix Jones Thu Jul 21 15 22 52 EDT 2011 Felix Jones Thu Jul 21 152251 EDT 2011 Felix Jones Thu Jul 21 15 22 49 EDT 2011 F TE em Figure 61 Call History Dialog Box 2 To show calls in a specific group select that group from the Show drop down list 7 2 Delete Call History You can delete a selected call log or all call logs from Call History To delete calls from Call History 1 Inthe Call Console click Call History EI The Call History dialog box appears 2 To delete all call logs click Delete All gt Delete al 3 To delete a selected log move the mouse over the log and click Delete
154. one on one chat to a multiuser chat An incoming multiuser chat invitation opens a window for a new multiuser chat To add users to a chat session 1 Click the Add User to Chat button Fin the Chat window A drop down list of available contacts appears BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 90 OF 157 BR ADSOFT Innovation calling Jean Richard Paolo Maldini Ankur Garg I Harsh Upreti Maud Green w Paolo Maldini Hi there Mario Figure 89 Add Participants to a Chat 2 Select the check box next to each contact to invite and click the Invite button When a contact joins the chat a notification appears in the Chat Logs area of the Chat window The participants other than you are also listed at the top of the window 2 Jean Rich Jean Richard Paolo Maldini Paolo Maldini is now offline el Paolo Maldini is now available 5 46 PM Jean Richard has joined the E conference 5 46 PM Paolo Maldini has joined the J conference 5 42 Phi Figure 90 Multiuser Chat 3 To leave the multiuser chat close the Chat window BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 91 OF 157 BR ADSOFT Innovation calling 10 2 4 Manage Instant Messaging Sessions H a Chat window is not in focus and an incoming message is available fo
155. oned In Abandoned In Abandoned in 30 secs 10 secs 20 secs 30 secs 40 secs before Entrance E Page 1 of 4 Proprietary and Confidential do not copy duplicate or distribute Figure 122 Abandoned Calls Report Bar Chart Abandoned Calls 12 02 2010 01 15 PM 12 02 2010 01 30 PM 12 02 2010 01 45 PM 12 02 2010 02 00 PM 1202 2010 D2 15 PM E T 1 1 1 2 232 eb NM NM o f seen ek se BSB BSB Oe 212 ae 08222020 STERTEETETTEE ETTER see o H o202 o e oe 222 STEELE ERT D D D eo DD DD D 82829282 8288 828 o ss EELER Base ao Rm o a oa 822208 es EELER o tz Et e gz ft ffr rf oo rf rg fl eww o fr CG o ff o FETT omr MENE oe Ome oe e mit SETTTTTTETTEETEEE ERT ea ise BO 202 902022 o 02 eo 02 oe EELER BR S FEELT S g S S E Page 2 of 4 Proprietary and Confidential do not copy duplicate or distribute Figure 123 Abandoned Calls Report Table Fragment BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 124 OF 157 BR amp ADSOFT Innovation calling 16 1 2 Schedule Report To schedule reports your company group or enterprise must have Enhanced Reporting enabled For more information see your administrator To schedule a report 1 window appears BROADWORKS Call Center Click the Reporting link at the top right hand side of the main window Report w Report Input Template Report Outp
156. opens a page in your browser at the configured URL to provide additional information about the caller This saves the callers phone number and personal information as a vCard in Microsoft Outlook It appears only when Outlook is running This places a call to your chat partner This allows you to select users to add to the chat This invites selected users to the chat This takes a chat window out of the main interface and makes it a free floating window This anchors a free floating chat window inside the main interface This minimizes the chat window This closes the chat window This makes an emergency call to a supervisor This escalates a call to a supervisor Queued Calls Pane Call Center Queue Panel Supervisors Service Mode This identifies and allows you to change the service mode of a supervised call center BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 C A5906 00 2013 BROADSOFT INC PAGE 48 OF 157 BR ADSOFT Innovation calling Name Description Scheduled Reports Window Ei This loads a scheduled report allowing you to view and modify it Load Report Ei This deletes a scheduled report Delete Report 5 5 1 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 such as dialing a number or contact They appear on the Di
157. ou are subscribed to and their presence state You can chat with any contact that has an IM amp P service assigned on BroadWorks but you can only see the presence state of the contacts to which you are subscribed For information on subscribing to and chatting with IM amp P contacts see section 70 Monitor IM amp P Contacts and Chat with Contacts Y INSTANT MESSAGE X 4 Jean Richard _ Gregorio Valdez 44 Maldini Paolo 4 Sally Valdez Figure 36 Contacts Pane Instant Message Panel The Instant Message panel appears only if you have been assigned an IM amp P service on BroadWorks When your presence state is set to Offline this panel is empty To change your IM amp P presence state see section 4 10 Change your Instant Messaging and Presence State 5 3 11 Outlook Panel The Outlook panel contains your Outlook contacts This panel is available to you if you have the Outlook Integration service assigned OUTLOOK A Anil Patel Anita Goeorqis Anna Young John Bradshaw Figure 37 Contacts Pane Outlook Panel BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 44 OF 157 BR amp ADSOFT Innovation calling 5 3 12 Directories Panel The Directories panel consolidates the contacts from the following directories Enterprise Group Custom Personal Outlook and Speed Dial This panel is always visible You can choose which directories to display in the Di
158. ou to take actions on calls are called action buttons For the list of controls available in Call Center see section 5 5 Controls The action buttons are described in section 5 5 1 Call Action Buttons BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 32 OF 157 BR amp ADSOFT Innovation calling The Call Center interface contains the following elements Interface Element Logo Pane Call Console Contacts Pane Queued Calls Pane Supervisors Chat Windows Call History Window Report Windows Dashboard Supervisors Dashboard Pane Agent Settings Pages Controls Description Located at the top of the main interface the Logo pane displays global messages information about the logged user and links to other Call Center interface elements and functions The Call Console is where you manage your current calls The Contacts pane contains your contact directories and allows you to manage your contacts and use contacts to make calls or take actions such as transfer to contact or queue on existing calls The Queued Calls pane available only to supervisors allows you to manage queued calls for selected call centers that you supervise You chat with your IM amp P contacts using Chat windows The Call History window accessible from the Call Console via the Call History button displays your placed received and missed calls and allows you to make cal
159. p Enterprise Queues and Agents To order contacts in a directory 1 Inthe Contacts pane click Options H 2 Select Sort followed by the name of the directory in which you want to sort contacts and then the sorting option CONTACTS SEARCH GROUP First Mame sg QUEUES Last N SUPERVISORS nib QUEUES A Figure 71 Contacts Pane Sorting Contacts Figure 72 Shows a Group directory sorted by the contact s first name GROUP A Call Center Hotline Call Center Technical Support Cheryl Baldwin i Gregorio Valdez 4 Jean Richard Madoline Wyoming J Marie Dumas ll Mario Bueno Paolo Maldini Shirley Jones Stan Smith Voice Messaging Group Voice Portal Figure 72 Group Panel Contacts Sorted by First Name NOTE When agents are sorted by ACD state and there is a change in an ACD State the agents are not automatically re sorted BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 79 OF 157 BR amp ADSOFT Innovation calling 9 3 Search for Contacts Call Center provides you with a search function that allows you to search for specific contacts in your directories You use the Search panel in the Contacts pane to look for contacts CONTACTS SEARCH A x Begins with Al Directories sl Figure 73 Contacts Pane Search Panel 9 3 1 Perform Contact Search To search for contacts 1 Inthe Searc
160. r a call that is not selected and click Conference In the Call Console move the mouse over a call and click Conference In the Conference Call panel click Hold In the Conference Call panel click Resume In the Conference Call panel select the call to put on hold and click Hold for that call In the Conference Call panel select a held call and click Resume for that call In the Conference Call panel click Leave Conference In the Conference Call panel select the target call and click End In the Conference Call panel click End Conference In the Dialer click the Outbound CLID button and select the number to use as your Calling line identity for the next call from the list In the Dialer enter the number to call and click Dial In the Dialer click Redial and select a number from the list In the Dialer start entering the number to dial A list of numbers starting with the entered digits appears Select a number from the list and click Dial In the Contacts pane click the contact and then click Call for that contact In the Call Console click the Call History button Select Missed calls Received calls or Dialed calls from the drop down list In the Call History dialog box move the mouse over a call log and click Call In the Search panel select a contact and click Dial 6 2 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
161. r as Agent BR amp ADSOFT Launch Help Home Call Manager Attendant Console Idwin Logout Call Center Supervisor Figure 4 BroadWorks Web Portal Logo Pane Launching Call Center as Supervisor Call Center starts and you are automatically signed in BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 24 OF 157 BR amp ADSOFT Innovation calling 4 2 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 Uniform Resource Locator URL of the Call Center client The Call Center Sign in page appears oa Call Center User ID paolomaldini assanity mtlbroadsoft col Stay signed in Show options Bookmark this page Figure 5 Call Center Sign in Page 2 Enter your BroadWorks user ID in user domain format and enter your password If you are unsure of your user ID or password contact your administrator You can also enter just the user part of your ID The system then appends the default domain to it before authenticating 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 system has been configured to allow it you can configure your domain name Check Stay signed in to instruct the client to automatically
162. r clicking the Calendar icon This is required 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 or Military time from the Hour Selection Type Time is applicable for hourly and minute intervals only This is required when a Historical report is selected This sampling period is only applicable to interval based report templates and determines how the report information is presented For example an hourly report displays information for each hour of the report time frame This allows you to specify in what format you would like the report output to be generated If you select Hypertext Markup Language HTML or PDF the report in displayed in the Report window If you select Excel File Format XLS a file is created that you can save on your computer Click Run Report The results of the report are displayed in the Report Output area of the window See the following section for an example of a report Allowed Value 1 00am through 12 59am 1 00pm through 12 59pm or 0 00 through 23 59 MMM DD YYYY 1 00am through 12 59am 1 00pm through 12 59pm or 0 00 through 23 59 15 minutes 30 minutes Hourly Daily Weekly Monthly PDF XLS HTML NOTE Adobe Reader 10 01 has a setting Enable Protected Mode at startup which is enabled by default If you select the PDF report format and are using Adobe Reader 10 01 or later which has
163. r you to read the color of the window is light brown as shown in the following figure This changes to black as soon as the window is in focus Mario Bueno Mario Bueno 5 29 Phi Hi Paolo Figure 91 Managing Chat Sessions You can also close minimize or pop out a Chat window that is take the Chat window out of the Call Center main interface and place it elsewhere on the desktop To pop out a Chat window Click the Pop out button cc at the top right of the window The window is placed on the desktop outside of Call Center and the Pop out button becomes the Pop in button To place the window back within the Call Center main interface Click the Pop in button LE at the top right of the window To minimize or close a Chat window Click the Minimize or Close button at the top right of the window When a window is closed the windows to the left if present shift to the right This applies only to Chat windows that are placed within the Call Center main interface BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 92 OF 157 BR amp ADSOFT Innovation calling 11 Monitor Supervisors Agent Call Center 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 find a supervisor who is available to take a call quickly You use the Supervisors panel to view the phone state of selected superviso
164. reconnect 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 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 25 OF 157 BR amp ADSOFT Innovation calling User ID paolomaldiniiassanity mtlbroadsoft co Faz worgj eee ettette Stay signed in Sign In Hide options Bookmark this page Append Domain Hotel 8 Host I Language English US Figure 6 Call Center Sign in Dialog Box 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 appends the configured domain instead of the system wide default domain To change the language from the Language drop down list select a new language To add a bookmark to this page in your browser click Bookmark this page and follow the instructions of your browser Click Sign In Call Center starts and you are signed in NOTE In some browser operating system combinations when you press ENTER instead of the Sign In button a blank page appears instead of the Call Center main i
165. rectories panel and you can collapse the panel but you cannot close it w DIRECTORIES GROUP W Valdez Gregorio 4 Richard Jean Wyoming Madoline Dumas Marie W Bueno Mario Maldini Paolo ai UI PERSONAL SPEED DIAL 11 Pizza Pizza 2 Greg T 8 Daycare E 2 Figure 38 Contacts Pane Directories Panel You can also place a copy of a directory below the Call Console This allows you to view more than one directory at a time easily For more information see section 9 Manage Contacts BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 45 OF 157 BR ADSOFT Innovation calling 5 4 Call History The Call History dialog box accessed from the Call Console via the Call History button allows you to view your past calls You can place a call to a number from Call History and manage call logs For information on making calls from Call History see section 6 Manage Calls and for information on managing your call logs see section 7 Manage Call History Cowboys Ticket Sale 04 EDT 2011 O L Felix Jones Placed calS AE EDT 2011 Felix Jones Thu Jul 21 15 22 56 EDT 2011 Q Felix Jones Thu Jul 21 15 22 55 EDT 2011 2 Felix Jones Thu Jul 21 15 22 55 EDT 2011 Felix Jones Thu Jul 21 15 22 54 EDT 2011 CH Felix Jones Thu Jul 21 15 22 54 EDT 2011 gt Felix Jones Thu Jul 21 15 22 53 EDT 2011 Felix Jones Thu Jul 21 15 22
166. rent Cal 57 6 4 2 Assign Disposition Codes in Wrap lp 57 69 Generate NTG senke i 57 6 5 1 Generate Call Trace for Selected Cal cc cccssseescesssreeeeeesseeseesessseseeeeesseteeeessseeeenes 58 6 5 2 Generate Call Trace for Last Released Cal 58 PG PAN E 58 6 6 1 Manually Record CA EE 58 6 6 2 Automatically Record Cales 58 6 7 Receive Answer and End Cales 59 SE dn ANW EEN 59 6 7 2 Auto Answer Calls EEN 59 Se GC NN 59 NONNER 60 SS FN UN 60 6 8 Make Outbound OSE 60 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 7 OF 157 BR amp ADSOFT Innovation calling 6 8 1 Set Your Outgoing Calling Line Identity Premium Call Center 60 682 DE Ad Hoc Ti e 61 683 Redal NE ene 61 H DU Na 62 EG DANN Nene 62 686 Dialfroni HIStory EE EE i aii e EEan 63 6 9 Place Calls on Hold Resume and Camp Calls orrrnnnnrrrnnnnvvrnnnnvvernnnrvrrnnnnvvrnnnnvennnnnnennnnnnne 63 691 Place Calon o ee ME 63 6 9 2 Resume Held Me 63 6 9 3 Conduct Busy CGampCn 64 CWO TE Eee 64 OTOT BOTEN EE 64 6 10 2 Transfer with Consulaire deemed 65 6 103 Transior to TEE 65 SI E SEE 65 6 11 1 Make Emergency Call 65 6 11 2 Blind Escalate Cal ccc cccsssssececessseeeeeeessssseeeessseeeeecenseaseseeeseaseeseessateeeeenseateneesssneeenes 66 6 11 3 Escalate with Consultation 67 6 11 4 Escalate with Conference or Handover 67 6 11 5 Escalate with Mid Conference Hold 67 6 12 Manage Conference Calls
167. rs The following table lists the general controls used in Call Center and the controls displayed on the headers in the panels For more information on the action buttons see section 5 5 1 Call Action Buttons Name Description Common Controls y This is located in the upper right corner of a pane or page Options When clicked it displays a drop down menu of options that control the display of information in that pane page The available options depend on the context This shows or hides the contents of a window or panel a Expand Collapse x This closes an interface element such as window pane or panel Close P This allows you to edit a list of items such as agents to monitor or Edit speed dials Logo Bar Dialer Call Console Directories Panel and Search Panel Controls r This opens a page in your browser at the configured URL to Wi rovide additional information about the caller SS Web Pop URL P FI This allows you to select the phone number to use as your Calling Line ID for the next outgoing call Outbound CLID going This allows you to apply one or more disposition codes to the last DI call when you are in Wrap Up Disposition Code Disposition vi This allows you to apply one or more disposition codes to the selected call i This allows you to attach a trace to the last call ZE Trace Call This displays your current
168. rs and to select supervisors to monitor Supervisors who are not monitored have their state set to Unknown SUPERVISORS de t I x a Cheryl Baldwin Wf Jean Richard Mario Bueno Figure 92 Supervisors Panel 11 1 Select Supervisors to Monitor The list of selected supervisors is saved when signing out as part of your workspace and is restored on subsequent logins To select the supervisors to monitor 1 Inthe Supervisors panel click Edit The Supervisor Favorites dialog box appears Select list of favorite contacts to be monitored Call Centers 81 1 Hotline amp Cheryl Baldwin v amp Jean Richard v amp Mario Bueno I Technical Support amp Cheryl Baldwin amp k 2 contacts selected maximum 50 Save Figure 93 Supervisor Favorites Dialog Box 2 Check the box next to each supervisor to monitor and click Save BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 93 OF 157 BR amp ADSOFT Innovation calling 11 2 Supervisor Phone States The following table lists the possible states for a supervisor s phone line Phone State Icon Description Idle Supervisor s phone is on hook which means the supervisor is Z not on a call Busy Supervisor s phone is off hook which means that the supervisor d is on a call Ringing Supervisor s phone is in a
169. ry The contact s state is set to Pending Subscription Si When the subscription is accepted the contacts presence state is updated to their actual presence state 3 To resend a subscription request at any time click the contact s presence icon again and click Resend in the dialog box that appears Oo Subscription to harsh upretif tig eu be im is pending Resend Remove Cancel Figure 81 Contact IM Re Subscribe Dialog Box 10 1 2 Add Contact to Instant Message Directory When you add a contact to the Instant Message directory the system automatically sends a subscription request to the contact To add a contact to the Instant Message directory E 1 Inthe Instant Message panel click Edit The Edit Instant Message Contacts dialog box appears 2 Click Add A new line is added below the existing entries allowing you to define a new entry Modify your Instant Message Contacts Name Harsh Upreti 1 Joe Harper joeharper tig eu he corm Gregorio Valdez gregoriovaldez tig aws com Marie Dumas mariedumas tig avs com Mario Bueno mariobuenogsdtig avws com Sally Fielal Figure 82 Edit Instant Message Contacts Dialog Box Add Contact 3 Inthe Name text box enter the display name of the contact to add 4 Inthe IM ID text box enter a valid IM amp P ID of the contact 5 To save the changes click anywhere in the dialog box outside the entry A sub
170. s Dashboard pane The Dashboard pane provides real time summary information about up to 50 call centers selected from the list of call centers to which you are assigned m Call History dialog box You use the Call History dialog box to view your past calls and make calls from history m Chat windows You use Chat windows to chat with your IM amp P contacts Report window You use the Report window accessed via the Reporting link to generate reports about your activity and performance in the call centers you are staffing 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 see section 5 Explore Workspace BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 21 OF 157 BR amp ADSOFT Innovation calling Call Center functionality available to agents is described in the following sections m Getting Started m Manage Calls m Manage Call History m E mail Contacts m Manage Contacts m Monitor IM amp P Contacts and Chat with Contacts Monitor Supervisors Agent Monitor Call Centers Agent m Generate Reports m Configure Call Center 3 2 Call Center Supervisor The Call Center Supervisor client is designed to support the needs of call center supervisors in any environment It supports agent monitoring queue manageme
171. s 134 Consultation Escalating calls 67 Transferring calls 65 Contacts Dialing 62 Displaying directories below Call Console 75 E mailing 72 IM amp P accept subscription request 87 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC IM amp P chatting with 89 IM amp P subscribe to 85 IM amp P unsubscribe from 87 IM amp P viewing presence state 88 Managing 73 Organizing 79 Searching 80 Selecting display order 78 Showing or hiding contact details 77 Showing or hiding directories 74 Showing or hiding directory content 77 Sorting 79 Viewing 74 Contacts pane 39 Agents panel 42 Common panel 41 Custom directory panel 43 Directories panel 45 Enterprise Group panel 41 Instant Message panel 44 Outlook panel 44 Personal panel 42 Queues panel 43 Search panel 41 Speed Dial panel 43 Supervisors panel 42 Controls Action buttons 49 Call Center 47 Current calls 37 Viewing 55 Custom directory panel 43 Customer Originated Trace 57 Dashboard Agent 95 Supervisor 114 Default service level calculations report settings 145 Definitions 146 ACD states 146 Agent phone and ACD states 100 Call states 149 Call types 149 IM amp P states 148 Phone states 147 Deleting Call History 71 Personal contact 82 Speed dial number 84 Dialer 36 Dialing Ad hoc number 61 Contact 62 From chat window 90 History 63 Search 62 Directories Displaying below Call
172. s removed from the Instant Message directory and its presence status changes to Unsubscribed in other directories 10 1 5 Accept or Reject Subscription Request When you receive a request from another user a dialog box appears allowing you to accept or deny the request BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 87 OF 157 BR amp ADSOFT Innovation calling Oo Accept contact IM request from harsh upreti tig eu be Im EC GC Figure 85 Contact IM Request Dialog Box To accept the request click Yes If the contact is not yet in your Instant Message directory a request is sent automatically to add the user to the directory To reject the request click No You can also close the dialog box and ignore the request If you ignore the request the dialog box will reappear the next time you go online 10 1 6 View Presence State of Contacts You can view the presence state of IM amp P contacts in the Instant Message Agent Supervisor Enterprise Group Custom Directories and Search panels The presence icon is displayed to the left of the contact s name The actual IM amp P state of a contact is displayed only if you are subscribed to the contact Otherwise the contact s state is displayed as Unsubscribed or Pending Subscription INSTANT MESSAGE amp R 4 Jean Richard _ Gregorio Valdez 44 Maldini Paolo 4 Sally Valdez Figure 86 IM amp P Presence Sta
173. scription request is sent to the contact the contact s presence state is set to Pending Subscription and the contact is added to the nstant Message panel When the subscription is accepted the contact s presence state is updated to their actual presence state BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 86 OF 157 BR ADSOFT Innovation calling 10 1 3 Modify Contact Name You can modify the display name of an existing contact To modify the name of a contact P 1 Inthe Instant Message panel click Edit The Edit Instant Message Contacts dialog box appears 2 Double click the contact and enter the new name in the Name text box 3 To save your changes click anywhere in the dialog box outside the entry Modify your Instant Message Contacts Name IM ID Harsh Upreti harshupreti tig eu bc im Joe Harper joeharperbtig eu be com Gregorio Valdez gregoriovaldez tig avs Com Marie Dumas mariedumas tig aws corm Mario Bueno mariobuenog tig avws com Sally Fields sallyfields tig eu bre im Figure 83 Edit Instant Message Contacts Dialog Box Modify Contact 10 1 4 Unsubscribe from Contact To stop monitoring a contact 1 Click the presence icon of the contact The Contact IM Unsubscribe dialog box appears Oo Unsubscribe ankur garg tig eu bc im Figure 84 Contact IM Unsubscribe Dialog Box 2 Click Yes The contact i
174. st select Group and then select or deselect Group by Priority This action applies to all monitored call centers QUEUED CALLS w Hotline 202 Wi by priority Group H a Sort k Priority 0 2 I Major Accounts 202555103 Edit Queue Favorite Dialog 29 Figure 109 Queued Calls Options Group 3 To ungroup calls unselect the Group by Priority option BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 109 OF 157 BR amp ADSOFT Innovation calling 14 7 Order Queued Calls Queued calls can be ordered according to their total waiting time or their waiting time in the current priority bucket To order queued calls 1 Inthe Queued Calls pane click Options ul 2 Select Sort and then the ordering option you want This operation applies to all monitored call centers QUEUED CALLS Hotline 2025551000 CO oor x Longest wai Sort d Priority Longest valt in D T Major Accounts 202555103 Edit Queue Favorite Dialog 24 lt Major Accounts 2025551037 O16 04 46 04 Figure 110 Queued Calls Options Sort NOTE The ordering does not work when calls are grouped If required first ungroup the calls 14 8 Monitor Next Call You can silently monitor the next call that is received by a call center NOTE To use this feature you must have the Call Center Monitoring service assigned To monitor the call center s next call 1 Inth
175. t Figure 125 Scheduling Report Abandoned Call Report 3 For Type select Scheduled 4 Provide the name and the description of the report BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 126 OF 157 BR amp ADSOFT Innovation calling 5 Specify the recurrence pattern of the report From the Recurs drop down list select one of the following options Never Daily Weekly Monthly or Yearly Never signifies that this is a one time report If you selected Daily enter the frequency of recurrence in days Recurrence Pattern Recurs Daily I Every 1 day s Figure 126 Scheduled Report Daily Recurrence Pattern lf you selected Weekly enter the frequency of occurrence in weeks and select the day of the week when you want the report to be generated Recurrence Pattern Recurs 233 Every 1 Sunday Thursday week s on Monday Friday Tuesday Saturday Wednesday Figure 127 Scheduled Report Weekly Recurrence Pattern f you selected Monthly enter the frequency of occurrence in months and specify the day when you want the report to be generated Select one of the following options To schedule the report on a specific day of the month for example the twenty seventh check Day lt X gt of the month and enter the day To schedule the report on a specific day of the week wit
176. t Queue Favorites Dialog Box 2 For each call center for which you want to override the time schedule and manually initiate Night Service check the Night Service Override check box 3 For each call center for which you want to divert calls to a specified destination temporarily check the Force Forwarding box and enter the phone number to which to forward the calls in the Enter Number box NOTE Night Service Override has precedence over Forced Forwarding 14 10 Retrieve Call from Queue You can retrieve queued calls from the queue to your phone device To retrieve a call from a queue WAS for that call Once you retrieve a call the call appears in the Call Console and you treat it as any other call For example you can transfer it to an ad hoc number or to another queue For more information see section 6 Manage Calls Click the call in the Queued Calls pane and click Retrieve 14 11 Promote Call in Queue Premium Call Center A priority is attached to an incoming call based on the DNIS number on which it is received Calls are distributed to the agents staffing the queue based on this priority with calls of the higher priority being exhausted before calls in the next priority are distributed You can manually promote calls from a lower priority bucket to a higher priority bucket A manually promoted call ends up as the last call in the higher priority bucket with a wait time of zero seconds BROADWORKS HOSTED THIN CALL CENT
177. t 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 6 8 Make Outbound Calls To start a conference 1 Inthe Call Console select a call Gregorio Valdez 2025551006 Incoming 00 22 ANS Cr TRAC LES Figure 59 Call Console Starting Conference Call 2 Move the mouse over a call that is not selected and click Conference SuN LA Three Way Conference is established and the connected calls appear in the Conference Call panel w CONFERENCE CALL Tea gt amp Jean Richard 2025551007 Remote Held 01 33 amp Gregorio Valdez 2025551006 Remote Held 01 07 ENE Figure 60 Conference Call Panel Conference Call 6 12 2 Add Participant to Conference NOTE To add participants to a conference you must 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 Inthe Call Console move the mouse over the call and click Conference amp The call is added to the conference BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 69 OF 157 BR amp ADSOFT Innovation calling 6 12 3 Hold Conference To put an active conference on hold HOLD In the Conference Call panel click Hold Conference This allows other conference participants to contin
178. tact and are waiting for their reply Call Center displays the contact s state as Pending Subscription The following directories display the IM amp P state of contacts nstant Message Agent Supervisor Enterprise Group Custom Search and Directories NOTE The Instant Message panel does not include IM amp P contacts in the Unsubscribed state You can subscribe to a contact either by sending a subscription request to the contact or by adding the contact to the nstant Message directory For information about the operations related to subscribing to contacts and viewing their presence state see the following sections m Subscribe to Contact m Add Contact to Instant Message Directory m Modify Contact Name m Unsubscribe from Contact Accept or Reject Subscription Request m View Presence State of Contacts 10 1 1 Subscribe to Contact To send a subscription request to a contact 1 Click the IM amp P presence icon of an unsubscribed contact in any directory where the presence state of contacts is displayed The Contact IM Subscribe dialog box appears Oo Subscribe to harsh upretif tig eu be im Figure 80 Contact IM Subscribe Dialog Box 2 Click Yes BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 85 OF 157 BR ADSOFT Innovation calling A subscription request is sent to the contact and the contact is added to the Instant gt Message directo
179. te Held 01 33 END Remote Held 01 07 Figure 44 Call Console View Current Calls BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 55 OF 157 BRasADSOFT Innovation calling 6 3 2 View Incoming Call Details 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 m For calls to your direct number or extension the following information is displayed Calling party name Calling party number Figure 45 Call Notification Pop up Window for Call that is Not ACD Call For calls from a call center the following information is displayed Calling party name Calling party number Call center name or DNIS name followed by the time the call has been waiting in queue wait time Number of calls in queue queued calls Figure 46 Call Notification Pop up Window for ACD Call NOTE 1 You must 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 only appears for the first call of that series BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 56 OF 157 BR ADSOFT Innovation calling 6 4 Assign Disposition Codes Premium Call Center Disposition codes are additional attributes
180. te of Contacts The following table lists the possible IM amp P presence states in Call Center IM amp P State Icon Description Subscribed states Available L i The contact is online and available to chat This corresponds to the Chatty state on the IM amp P server Busy und The contact is online but currently busy Do not disturb Away Si The contact is online but away from their computer This corresponds to the Extended Away state on the IM amp P server Offline The contact is offline ST Unsubscribed states Pending E You sent a subscribe request to the contact but it has not yet Subscription Bei been accepted Clicking the icon resends the request Not The contact has the IM amp P service but you are not subscribed subscribed val to monitor their state The contact does not appear in the Instant Message pane Clicking this icon sends a subscription request to the contact BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 88 OF 157 BR amp ADSOFT Innovation calling 10 2 Chat with IM amp P Contacts You can have several concurrent one on one or multiuser instant messaging sessions open You can chat with more than one contact at the same time either in one on one sessions or by participating in multiuser chats Each session requires a separate window Chat windows appear at the bottom right hand side of the Call Center main interface Subsequent windows open to the
181. that can be applied to ACD calls to tag calls with comments results and so on More than one disposition code can be assigned to a call You can assign disposition codes to current ACD calls or to the latest released ACD call while you are in the Wrap Up state 6 4 1 Assign Disposition Codes to Current Call To assign a disposition code to a current call 1 From the Call Console select the call and click it The call line displays the Disposition drop down list Disp27 New Year s Greetings DISP1 VIP Cust DISP2 Special Gre j DISP3 Announcing New Service Figure 47 Call Console Assigning Disposition Code to Active Call 2 From the list select a code 6 4 2 Assign Disposition Codes in Wrap Up While you are in Wrap Up you can assign disposition codes to the last released ACD call To assign a disposition code to the last released call i 1 Inthe Call Console click Disposition Code II l 2 From the drop down list that appears select a code Select Disp27 New Year s DISP2 Special Greek Figure 48 Call Console Assigning Disposition Code in Wrap Up 6 5 Generate Call Trace Call Center allows you to generate a trace on active held released or missed calls NOTE You must be assigned the Customer Originated Trace service to use this capability A call trace contains the following information m The phone number of the user who initiated the
182. this setting you need to disable the setting otherwise report results are not displayed To disable the protected mode in Adobe Reader perform the following steps Close all opened Internet Explorer and Adobe Reader instances Open Adobe Reader From the menu bar select Edit and then Preferences The Preferences dialog box appears From the Categories menu on the left select General BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 122 OF 157 BR ADSOFT Innovation calling Preferences Categories Commenting Documents Full Screen Page Display 3D amp Multimedia Accessibility Forms Identity International Internet JavaScript Measuring 2D Measuring 30 Measuring Geo Multimedia legacy Multimedia Trust legacy Online Services Reading Search Security Security Enhanced Spelling Tracker Trust Manager Units Updater Basic Tools C Use single key accelerators to access tools Create links From URLs Make Hand tool select text amp images Make Hand tool read articles Make Hand tool use mouse wheel zooming C Make Select tool select images before text E Juse fixed resolution for Snapshot tool images pixels inch Warnings Donot show edit warnings Reset All Warnings Messages From Adobe Show me messages when I launch Reader C Don t show messages while viewing a docu
183. tion for a personal contact delete the entry and add it again 9 4 1 Add Personal Contact To add a personal contact E 1 Inthe Personal panel click Edit 1 The Edit Personal Contact dialog box appears 2 Click Add A new line is added below the existing entries allowing you to define a new entry BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 81 OF 157 BR ADSOFT Innovation calling Modify your personal contacts Name Number Tom 2021 Mary 2022 Figure 75 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 on the contact s list 4 Inthe Number text box enter the phone number of the contact 5 To save the entry click anywhere in the dialog box outside the entry 9 4 2 Delete Personal Contact To delete a speed dial entry 1 Inthe Personal panel click Edit A The Edit Personal Contact dialog box appears 2 Select the entry to delete and click Delete Modify your personal contacts Name Number 2021 2022 Figure 76 Edit Personal Contact Window Deleting Entry BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 82 OF 157 BR amp ADS Innovation calling 9 5 Manage Speed Dial Numbers You can add or remove speed dial numbers via the web portal or in Call Center and the up
184. tions on monitored agents and ACD calls For more information about the actions you can take to manage agents and queued calls see sections 13 Manage Agents Supervisor and 14 Manage Queued Calls Supervisor BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 116 OF 157 BR amp ADSOFT Innovation calling 15 4 Select Information to Display By default Call Center displays information about call centers and agents as described in sections 15 2 Queue Information and 15 3 Agent Information You may however modify what information you want to appear in the Dashboard To select information to display 1 Right click the first row in the queued calls or agents table 2 From the menu that appears select Columns 3 From the list of available columns uncheck the columns you want to hide and check the columns you want visible Dashboard Queues Current BEE D i Columns id Name Status Cale In Queue Long vw GUEUES Customer Center 030 fall Freeze Current nere Hotline 20 OO oo Status Technical Support O20 0 0 0 0 vw Current k Calls In Queue Long Waiting Call Averages ET AHT v ASA vw Agent wi Staffed Idle k Unavailable Show Agents Figure 117 Dashboard Select Columns to Display 4 When you are done click anywhere in the Dashboard outside the menu BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906
185. tline Call Center 4 ASA 03 04 Staffed Technical Support Call Center Baldwin Cheryl Technical Support Current Calls in Queue 15 30 Longest Waiting Call EWT 06 10 AHT ASA 03 15 Staffed w SUPERVISORS Baldwin Cheryl Richard Jean CONFERENCE CALL Bueno Mario No items to show a SPEED DIAL a QUEUES 4 OUTLOOK INSTANT MESSAGE w DIRECTORIES Group Hotline Call Center Technical Support Call Center Baldwin Cheryl Figure 18 Call Center Agent Main Interface Many visual aspects of the Call Center workspace are configurable For example you can change the size and placement of windows on the screen You can then save your workspace and retrieve it the next time you sign in For more information on saving your workspace settings see section 77 7 7 Workspace NOTE 1 To work in full screen mode make sure that the main window Is in focus and then click F11 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 NOTE 3 When a window Is vertically resized the panes do not always resize to fill the window To resize a window drag the window from the bottom right hand corner or collapse and then expand the panes after resizing to adjust them to the window Most call center controls are context based which means that they appear only when the action they represent can be taken Context based controls that allow y
186. tories To show a directory in the Directories panel In the Directories panel select the directory to display from the drop down list To display all directories select Show all Y DIRECTORIES Group Outlook ri L Call Center Hotline Call Center Technical Suppo Management Cheryl Baldwin Persona Speed dial RW Gregorio Valdez 22 ___ _ Jean Richard Show all Figure 64 Directories Panel Selecting Directory to Display 9 1 2 Display Directory Below Call Console To display a directory below the Call Console 1 Inthe Directories panel select Show all BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 75 OF 157 BR amp ADSOFT Innovation calling GROUP wl Valdez Gregorio Richard Jean _ Wyoming Madoline Aa Dumas Marie W Bueno Mario _ Maldini Paolo B EN T D PERSONAL A SPEED DIAL As ri 4 La 11 Pizza Pizza 2 Greg 8 Daycare P Wea mimg Figure 65 Directories Panel Selecting Directory 2 Click the Pullout Directory button 2 for the directory to display The directory appears below the Call Console IB Enter Number ke Mo tems to show w CONFERENCE CALL Mo tems to show 2 Greg 3 Daycare 4 My bank 11 Pizza Pizza Figure 66 Custom Directory Displayed Below Call Console To close the directory click the Close button D BROAD
187. trace When the user does not have a phone number the group phone number and the extension of the user is provided instead For intra group calls only the caller s extension is used BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 57 OF 157 BR amp ADSOFT Innovation calling m The date and time the call was received m The identity name and number of the caller if available Issuing more than one call trace request has no effect 6 5 1 Generate Call Trace for Selected Call To generate a trace for a selected call Click Trace ASL for that call 6 5 2 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 E E D In the Call Console click Trace 6 6 Record Calls You can record calls manually or have the system automatically record your calls When a call is being recorded the Recording state message appears on the line for the call Figure 49 Call Being Recorded 6 6 1 Manually Record Call To manually record calls you have to have the Call Recording service assigned and set to On Demand For information on configuring your services see the BroadWorks Application Server User Web Interface Administration Guide To record a call select the call in the Call Console and click Record Wess 6 6 2 Automatically Re
188. turb provided that your administrator has assigned the services to you To enable or disable Call Waiting T 1 Inthe Call Console click Call Waiting The button changes to this to indicate that the service is enabled 2 Todisable it click the button again To enable or disable Do Not Disturb or Call Forwarding Always 1 Atthe top right hand corner of the main page click Settings The Settings page appears 2 Click the Services tab 3 On the Services page that appears select the service you want to enable or disable and check or uncheck the is Active box 4 If you checked the is Active box for the Call Forwarding Always service in the Forward To text box enter the phone number to forward your call to 5 Click Save For more information see section 17 Configure Call Center BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 31 OF 157 BR amp ADSOFT Innovation calling 5 Explore Workspace 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 BROADWORKS Call Center L f See a SEARCH Hotline eT SHERI v GROUP Current Calls in Queue 12 20 Longest Waiting Call i H EWT 07 00 AHT 12025551008 Ho
189. ue their conversation 6 12 4 Resume Conference To resume a conference call that you previously put on hold In the Conference Call panel click Resume Conference ANS All the calls in the conference become active 6 12 5 Hold Participant To put a specific conference participant on hold 1 Expand the Conference Call panel 2 Move the mouse over the target call and click Hold HOLD 6 12 6 Take Participant Off Hold To resume a participant s held call 1 Expand the Conference Call panel 2 Move the mouse over the target call and click Answer ANS J 6 12 7 Leave Conference To leave the conference In the Conference Call panel click Leave Conference LEAVE The other parties continue their conversation NOTE This function is only available for Three Way Conferences 6 12 8 End Participant To end a selected call in a conference 1 Expand the Conference Call panel 200 END 2 Move the mouse over the call and click End 6 12 9 End Conference To end the conference EE This releases all the calls that In the Conference Call panel click End Conference participated in the conference BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 70 OF 157 BR amp ADSOFT Innovation calling 7 Manage Call History Call Center collects call logs for your placed received and missed calls You can call any number available in Call History For informati
190. ueno Mario gt Maldini Paolo Jones Shirley Ene Figure 62 Contacts Pane Call Center provides access to the contacts directories listed in the following table Interface Element Description Enterprise Group The Enterprise Group directory contains the contacts in your BroadWorks group or enterprise directory Common The Common directory contains the contacts in the common phone list configured by your administrator on BroadWorks Personal The Personal directory contains all contacts in your Personal Phone List on BroadWorks Supervisors The Supervisors directory available only to agents contains the list of your Agents supervisors and allows you to view their phone state BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 73 OF 157 BR amp ADSOFT Innovation calling Interface Element Description Agents The Agents directory available only to supervisors contains the list of agents Supervisors you supervise and allows you to manage them and view their phone and ACD State Speed Dial The Speed Dial directory contains the numbers configured for you or by you for your Speed Dial services Speed Dial 8 and or Speed Dial 100 Queues The Queues directory lists the call centers and associated DNIS numbers for the call centers you are either supervising or staf
191. ult settings used to make service level calculations m Include Overflow Time Transferred Calls Check this box to include calls transferred due to time overflow in service level calculations m 8 Include All Other Transfers Check this box to include calls transferred for other reasons that overflow in service level calculations m Exclude Abandoned Calls Check this box to exclude all abandoned calls from service level calculations m 8 Include all abandoned calls Check this box to include all abandoned calls in service level calculations m Include all abandoned calls except before entrance completes Check this box to include calls abandoned after the entrance message has finished playing in service level calculations m Include Abandoned Calls except in Defined Interval Check this box to include calls abandoned after the time specified by the interval for abandoned calls parameter in service level calculations m Defined Interval for Abandoned Calls If you checked Include Abandoned Calls except in Defined Interval enter the desired interval in this text box in seconds The Defined Interval for Abandoned Calls can be set to 1 through 7200 seconds 17 7 Settings About You use the About tab to view the information about Call Center BROADWORKS CCRS1 Enhanced Dashboard Back To Application About Versio Sa 209 Call Center Broadworks Call Center R17 2 101 Build 2 Pro
192. ure 34 Contacts Pane Queues Panel 43 Figure 35 Contacts Pane Custom Panel 44 Figure 36 Contacts Pane Instant Message Panel rrrrnrnnvnnrnnvenennvenenvvenennvernnrenenrrerenreerensrerensnersnneen 44 Figure 37 Contacts Pane Outlook Panel 44 Figure 38 Contacts Pane Directories Panel 45 Figure 39 Gall History DAG BOK uredde 46 Figure 40 Call History Dialog Box Call Log with Call Action Button 46 Figure 41 Group Panel Contact in Focus 49 Figure 42 UMETTET 52 Figure 43 Dragging Call and Dropping on Contact 55 Figure 44 Call Console View Current Cales 55 Figure 45 Call Notification Pop up Window for Call that is Not ACD Call rnnrennnrennnrennnvennnrennnvennnren 56 Figure 46 Call Notification Pop up Window for ACD Call 56 Figure 47 Call Console Assigning Disposition Code to Active Cal 57 Figure 48 Call Console Assigning Disposition Code in Wrap Up 57 Figure 49 Call Being Hecorced une 58 Figure 50 Dialer Setting Outbound CID 60 BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC 40 CA5906 00 PAGE 12 OF 157 BR amp ADSOFT 2013 BROADSOFT INC Innovation calling Figure 51 Dialer Dialing Ad Hoc Number 61 Figure 52 Dialer Select Recently Dialed Number 61 Figure 53 Dialer Redialing Number 61 Figure 54 Group Panel Expanded Contact with Action Buttons rrnrrerrnrvernrvennnrvrnnnvvennnvvennnvvennnnnnnn 62 FOUS DAF SN 62 Fi
193. ure 42 Call Console The following subsection provides a quick reference to call management operations These operations are described in detail in the rest of this section NOTE For operations on calls that involve a contact you can drag the call onto the contact and click the button for that contact which corresponds to the operation you want to perform For information see 6 2 Drag and Drop Call onto Contact BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 52 OF 157 BR amp ADSOFT Innovation calling 6 1 Call Management Operations Quick Reference The following table provides a summary of the actions that you can take to manage calls These actions operations are described in more detail in the following sections Function Assign Disposition Code to Selected ACD Call Assign Disposition Code while in Wrap Up Generate Call Trace for Selected Call Generate Call Trace for Last Released Call Answer Incoming Call Turn Auto Answer On Open URL Save a vCard Place Call on Hold Resume Held Call Blind Transfer Call Transfer with Consultation Transfer to Queue Make Emergency Call to Available Supervisor Make Emergency Call to Selected Supervisor Blind Escalate Call Escalate with Consultation BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC Steps In the Call Console click the target ACD call an
194. uses encryption when connecting to the LDAP server Note that if encryption is enabled you may have to use of a different port m cn __Search__Text This option specifies an additional search filter to apply to all directory searches For example to include the search criteria in the filter you must include cn SEARCH TEXT 1 Alternatively in another example telephoneNumber restricts search results to users who have a telephone number assigned m Attribute Mapping This table controls the way that Call Center maps attributes returned from the directory server to columns displayed on the list of search results In each row of the table enter an LDAP attribute in the Remote Attribute column In the Local Attribute column enter a corresponding local attribute Typical Remote Attribute values are cn sn teleohoneNumber mobile homePhone and mail m Authentication Required When this box is checked Call Center must provide a user name and password to the directory server to conduct searches m DN This is the user name Call Center uses when connecting to the LDAP server when Authentication Required is checked Password This is the password that corresponds to the authentication DN 17 4 4 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
195. ut Abandoned Call Report Agent Activity Report Agent Call Detail Report Agent Call Report Agent Disposition Code Report Agent Duration Report Agent Sign In Sign Out Report Agent Summary Report Agent Unavailability Report Call Center Call Detail Report Call Center Disposition Code Report Call Center Incoming Calls Report Call Center Overflow Matrix Report Call Center Presented Calls Report Call Center Report Call Center Summary Report Service Level Report Scheduled Reports Figure 124 Report Window Report List 2 Select a report template from the drop down list parameters for the report BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 2013 BROADSOFT INC The page displays the input 40 CA5906 00 PAGE 125 OF 157 BR ADSOFT Innovation calling BROSDWORKS Call Center Report Input Template Abandoned Call Repor E scope Al Cal Centers F Call Center C DNIS Hide Performance Parameters Service Level Abandoned Call Threshold Type 7 Historical Real time Scheduled Name Description Report Time Schedule Date 07 30 2012 Fi Schedule Time 12 00pm gren Recurrence Pattern Recurs WENG Ke Every 1 day x rene Pg HH MM e i pem HH MM Timeframe 07 30 2012 FR gt 12 00pm EE 07 30 2012 Fi gt 12 00pm me Output Format skr e Recipients 1 Add Scheduled Report P SE Outpu
196. wed Value Scope For Agent Reports it allows you to specify the agents to All Agents include in the report You can check All Agents or Agents If Agents you check Agents 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 centers or DNIS All Call Centers numbers to include in the report You can check All Call Call Center Centers Call Center or DNIS DNIS If you check Call Center select call centers from the drop down list If you select DNIS select a call center and DNIS numbers from the drop down lists For DNIS you can also select ALL DNIS BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 120 OF 157 BR amp ADSOFT Innovation calling Input Field Call Completion Short Duration Service Level Service Level Options Abandoned Call Interval Service Level Percentage Type Start Date Description 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 7
197. wing details 56 Instant Message directory Adding entries 86 Editing entries 87 Instant Messaging and Presence Configuring options for 143 Interface Dashboard pane for agent 95 Supervisor s Dashboard 114 Keyboard shortcuts 151 Language configuring 133 Launching Call Center from web portal 24 LDAP configuring 140 Leaving conference 70 Logged user information 34 Logo pane 34 Global Message Area 34 Links 34 Logged user information 34 Making outbound calls 60 Managing Agents 99 Call History 71 Calls 52 Chat sessions 92 Conference calls 68 Contacts 73 Personal contacts 81 Queued calls 105 Queued calls promoting 111 Queued calls retrieving 111 Reordering calls in queue 112 Speed dial numbers 83 Transferring calls between queues 112 Transferring calls from queue to agent 112 Transferring calls to ad hoc number 112 Messaging configuring 143 Modifying number of calls to display 108 Modifying speed dial number 83 Modifying Instant Message directory 87 Monitoring Call centers by agent 95 Contact s IM amp P presence 85 Phone state Conference participant 70 A 100 m Hot desk sign in 26 _ Supervisors Silently BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 155 OF 157 BR amp ADSOFT Innovation calling Agent s call 102 Next queued call 110 Multiuser chat starting 90 Night Service Override enabling 111 Notification con
198. word Call Center shares logon credentials with BroadWorks So when you change your password in Call Center remember to use this new password when accessing your web portal NOTE The password you enter must meet the password requirements set on BroadWorks To change your password 1 Click the Change Password link The section expands allowing you to change your password BROADWORKS HOSTED THIN CALL CENTER AGENT SUPERVISOR USER GUIDE 40 CA5906 00 2013 BROADSOFT INC PAGE 132 OF 157 BR amp ADSOFT Innovation calling Old Password Mew Password Confirm Password Change Password Figure 138 Account Change Password 2 Enter your current and new password and click Change Password Note that the Reset button does not reset your password It only clears the input boxes 17 1 2 Hotel Guest This setting allows you to configure the Hoteling Host 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 if you use the same Hoteling device In the text box enter the user name of the Hoteling Host who corresponds to the desk device you are using for example station 224 Qacme com 17 1 3 Language The language settings allow you select the language of the Call Center user interface m The drop down list lists the languages available in your edition of Call Center To change the language sel

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