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Avaya NN44400-114 User's Manual

1. End NN44400 114 Contact Center Agent Desktop 2 December 2010 101 Web communications Sending a chat message Send a chat message to communicate privately with a customer in real time over the Internet Procedure steps Step Action 1 In the Chat box type the text of your comments to the customer 2 Click the Send the Message icon Your name or agent label appears in the Conversation frame followed by your comments End Adding an auto phrase to a chat message Add an automatic phrase to a chat message when you want to select a commonly used phrase from a configured list Procedure steps Step Action 1 In the Chat box select the Add the selected auto phrase icon 2 Select the auto phrase to use from the list The automatic phrase is added to the Chat box When the chat message is completed and saved the automatic phrase is added to the Conversation frame and the Text Chat log End Pushing a Web page to a customer Push a Web page to a customer s browser if you decide that a Web page can assist with the contact Use the Page Push feature to push a Web page The customer can also push a Web page to your browser Page Push has the following limitations Some Web pages do not appear the same when pushed to the other person s browser For example with Web pages that can be personalized to display weather or news each person sees their own version of the page 102 NN44400 114 Contact Center Agent
2. Procedure steps Step Action 1 Preview the customer details and the call script that appears on the Agent Desktop Your agent status is Preview or Preview Manual 2 In the Preview Contact dialog box click Cancel The contact is returned to the queue End Transferring a call You can transfer a call to another agent in your Contact Center Transferring a call requires several steps particularly if the agent to whom you want to transfer a Call is not in Ready status when the initial request is made When you select an agent or skillset work session or phone and click Consult a request to connect to the agent is generated Following the request one of the following occurs Ifthe requested agent is not logged on the consult attempt fails immediately The originating agent can try to transfer the call to another agent or can click Close to cancel the request If the requested agent is logged on but not in Ready status the consult attempt fails immediately The originating agent can try to transfer the call to another agent or can click Close to cancel the request Ifthe requested agent is logged on but not in Ready status and does not become available after 60 seconds the request times out The originating agent can try to transfer the call to another agent or can click Close to cancel the request At any time while the request is being made the originating agent can click Cancel to cancel the request All oth
3. Ending the call End the call after you verify the customer details answer all of the questions in the script and record a disposition code If the disposition code is configured to do so the script questions and answers are saved in the multimedia database Contact your supervisor or administrator for more information about which disposition codes to select If the call is incomplete or the customer requests a callback you can schedule a Callback Procedure steps Step Action 1 Click Finish End Scheduling a callback Schedule a callback if you made a call from your desktop and the customer was not available You can also schedule a callback in response to an e mail message or telephone request from a customer A scheduled callback outbound contact is not pegged against an outbound campaign Prerequisites Ensure that you are not working on another contact Ensure that your telephony toolbar is open NN44400 114 Contact Center Agent Desktop 2 December 2010 43 Outbound calls and callbacks Identify a customer for a scheduled callback Procedure steps Step 1 2 N 0 A Action Click Schedule Callback In the Schedule Callback window select a skillset from the list to direct the contact to the most appropriate agent skills Select either an active agent for the call or choose a specific agent from a list of all agents In the Subject box type a subject for the callback In the Time box select
4. 114 Contact Center Agent Desktop 2 December 2010 45 Outbound calls and callbacks 46 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound This chapter describes how to handle Predictive Outbound contacts by using Avaya Aura Agent Desktop Administrators create Outbound campaigns using the customer database custom scripts and Predictive Outbound settings that determine how calls are presented to agents with Predictive skillsets Based on how the Administrator configures the campaign calls can be dialed by the system or by the agent and presented to the agent automatically or with time for the agent to preview the contact The Predictive Outbound feature requires additional hardware and software You can use the Predictive Outbound features to perform the following telephone tasks e Accept incoming contacts Cancel incoming contacts e Place a call on hold Transfer a call to another party Transfer a contact to another agent skillset or work session e Conference a contact call and data End a contact call and data e Schedule a callback There are five dialing options in Predictive Outbound for delivering contacts to the Agent Desktop The dialing option used is determined by the Administrator during configuration of the campaign that is routing the contact to the Agent Desktop The five dialing options are as follows e Predictive Contact Center sends a record to the dialer for
5. 91 Closing a voice mail message page 91 Transferring a voice mail message page 92 Accepting an incoming voice mail message Accept an incoming voice mail message to view the message Agent Desktop presents this new voice mail message as a new work item in the work list window Procedure steps Step Action 1 On the Agent Desktop work list select the new voice mail message work item and click Accept NN44400 114 Contact Center Agent Desktop 2 December 2010 89 Voice mail messages The voice mail message opens in the e mail display panel The voice mail is a wav attachment to this e mail End Declining an incoming voice mail message Decline an incoming voice mail message if you cannot handle the voice mail Procedure steps Step Action 1 On the Agent Desktop select the new voice mail message work item and click Reject End Listening to a voice mail message Use the default Windows Media player to listen to a voice mail message Prerequisites Ensure that you accepted a voice mail message and opened it in the e mail viewer Ensure you have a media player that supports wav file format audio files Procedure steps Step Action 1 On the Agent Desktop e mail viewer under Attachments double click the wav attachment to open it in your default media player 2 Listen to the voice mail message End 90 NN44400 114 Contact Center Agent Desktop 2 December 2010 Voice mail messages Replyi
6. Agent Desktop Example of Top bar layout Sonia 2006 DN 5214 Ready Registered 4 7 The agent status icon appears on the top left corner of the Agent Desktop Top bar It shows the agent status agent name agent login ID and agent dialable number The Top bar has the following icons Top bar icons Icon Name Description Mute Unmute Place the call on mute while using the computer softphone to place and receive calls Use the same button to unmute Terminal action Access Emergency Observe and zm Intrinsics controls User preferences Access user preferences and change audio settings for the softphone Agent status Select agent status Help Access help information Use the Terminal Action menu to perform the following tasks 14 NN44400 114 Contact Center Agent Desktop 2 December 2010 Agent Desktop User Interface Terminal Action Menu Command Description Observe Used by supervisors or agent supervisors to listen in on a contact Emergency Immediately connect with your supervisor in case of emergency SIP enabled contact center does not support this feature Work list window The work list window contains work items and control buttons corresponding to the work item The controls and functions change depending on the information in the work list window The top right corner of the work list window has work item controls These controls are common to all
7. NN44400 114 Contact Center Agent Desktop 2 December 2010 Scanned document This chapter describes how to perform scanned document tasks Use Avaya Aura Agent Desktop to perform the following tasks when you handle a scanned document Accept an incoming scanned document Review the scanned document Reply to a scanned document Forward a scanned document In the contact center a scanned document is an electronic version of a printed page or document Scanned documents are forwarded in TIFF format by a document imaging server to an e mail address You can reply to the scanned document by sending an e mail message to a printer The printed e mail message is then sent to the customer Prerequisites Navigation Ensure that your status is Ready Ensure that you are in a skillset to handle scanned documents Accepting an incoming scanned document message page 85 Declining an incoming scanned document message page 86 Reviewing a scanned document message page 86 Replying to a scanned document message page 87 Closing a scanned document message page 87 Transferring a scanned document page 88 Accepting an incoming scanned document message Accept an incoming scanned document message Agent Desktop presents this new scanned document as a new work item in the work list window Procedure steps Step Action On the Agent Desktop work list select the new scanned document work item and click Accept NN44400 114 Contac
8. Questions tab does not appear Procedure steps Step Action 1 On the Agent Desktop click the Script Questions tab 2 Read the introduction to the customer 3 Read each question in the script to the customer 4 Record the customer responses by using one of the three methods defined on the Script Questions tab the customer responses are saved automatically e Select an option from the list Depending on the outbound campaign you can read the options to your customer to select the appropriate response e Select an option Type the customer comments in a text box 5 To disconnect from the call click Release End Recording the result Record the result of a call by selecting a disposition code at the end of each outbound call The campaign administrator defines disposition codes to use for each campaign The disposition codes can be different in every campaign 42 NN44400 114 Contact Center Agent Desktop 2 December 2010 Outbound calls and callbacks Some disposition codes indicate that the call was completed for example Not Interested or Sale Made while other disposition codes indicate that the call was not completed for example No Answer or Number Busy If the call was not completed or the customer requested a callback you can schedule a callback Procedure steps Step Action 1 Click the Disposition codes tab 2 Select the disposition code that most accurately reflects the result of your call End
9. Settings tab in the Audio Devices section select the audio playback hardware on your local system from the Playback Device list 3 Select the audio record hardware on your local system from the Record Device list End Changing your status to Ready Change your status to Ready when you are available to create or receive contacts When you change your status to Ready in a SIP enabled Contact Center your Contacts Presence status automatically changes to Available Procedure steps Step Action 26 NN44400 114 Contact Center Agent Desktop 2 December 2010 Using your Agent Desktop 1 On the Agent Desktop Top bar menu click the Status icon 2 Select Go Ready Agent Desktop places you in Ready status The status icon changes to green and the Top bar displays the Ready status End Changing your status to Not Ready Change your status to Not Ready when you can create new contacts but cannot receive them If your administrator configured Not Ready reasons you can select a reason when you change your status to Not Ready When you change your status to Not Ready in a SIP enabled contact center your Contacts Presence status automatically changes to Do Not Disturb Your supervisor or administrator provides the activity codes for the Not Ready reasons The activity codes defined in Contact Center Manager Server appear in the Agent Desktop list Alphanumeric codes are available Procedure steps Step Action 1 On the Agent De
10. Time 4 Select one of the customer phone numbers in the Phone list OR Manually type a phone number in the Number box 5 Select the Type of callback 6 Select an Agent for the callback 7 Type a note in the Memo box if applicable to the callback 8 Click OK End Procedure job aid Schedule Callback fields Field Descriptions Date Date for the scheduled callback Time Time for the scheduled callback The default for the scheduled callback is the current contact center time plus 20 minutes Agent Local Time The location where the Date and Time apply or Select Agent Local Time to use the Date and Time Customer Time of the contact center for the callback Select Customer Time to use the Date and Time of the customer s location for the callback Number Manual phone number to use for the callback If a manually entered phone number is in the Number field it is used instead of a phone number in the phone list Phone List of available phone numbers for the customer To use a select number in the phone list ensure that the Number field is empty 60 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound Schedule Callback fields Field Descriptions Type Type of callback or Predictive Outbound campaign The type selected determines the Agent and Team names that you can select The callback types are e Standard The callback goes to any available agent in the original Predi
11. You can remove one or more attachments from an e mail response to a contact Procedure steps Step Action 1 Click Remove 2 In the Select Attachment s to remove list select the attachment you want to delete Use Cirl click to select multiple attachments NN44400 114 Contact Center Agent Desktop 2 December 2010 75 E mail 3 Click OK End Using the spelling checker Use the spelling checker on the Agent Desktop interface to locate spelling errors in your e mail message You can enable or disable the automatic spell check feature You can use the User Settings window to select a default language for the spell checking dictionary You can also specify a spell check dictionary for a particular e mail message by selecting a language from the list on the right side of the toolbar The spell check feature highlights words in the e mail subject and body that are considered incorrect and presents alternatives which you can accept or ignore If you accept the change the new spelling replaces the original word If you ignore the change the original spelling remains The spell check feature closes automatically when it can find no more misspelled words Attention The spell check feature does not check spelling in attachments Procedure steps Step Action 1 When you finish typing your e mail message click the spell check icon 2 If the spell check feature highlights a word perform one of the following steps e Click Ignore to
12. a SIP enabled contact center both the observe and barge in functions can be used to listen in on a call When using the observe function the supervisor or agent supervisor can listen to a call without being heard When using the barge in function the supervisor or agent supervisor can participate in a call between the agent and the customer The agent or customer on the call cannot hear the supervisor join or leave the call The supervisor or agent supervisor actions do not affect the original call or the normal connect and disconnect actions of the agent and customer conversation An agent supervisor can handle calls and be a supervisor to other agents Only one supervisor at a time can observe a call and the supervisor can observe only one call at a time 36 NN44400 114 Contact Center Agent Desktop 2 December 2010 Telephony Prerequisites Ensure that your contact center is SIP enabled Ensure that you log on to Agent Desktop Ensure that you have either supervisor or agent supervisor privileges Procedure steps Step Action 1 On the Agent Desktop Top bar menu click Observe In the Assigned Agents box the green circle indicates the assigned agents that are ready to receive calls and the red circle indicates the assigned agents that are not ready to receive calls 2 In the Supervisor Control dialog box under Current Agent Contacts select the call that you want to observe 3 Click Observe A new call is presente
13. a customer using the Schedule Callback button The Schedule Callback feature is available only if your Contact Center is licensed for outbound contacts However a scheduled callback is not associated with an outbound campaign At the specified date and time Agent Desktop presents the contact to an agent with the appropriate skillsets To perform a callback an agent must be assigned a skillset to handle outbound contacts Navigation Accepting an outbound contact page 40 Declining an outbound contact page 41 NN44400 114 Contact Center Agent Desktop 2 December 2010 39 Outbound calls and callbacks Placing an outbound call page 41 Using a script page 42 Recording the result page 42 Ending the call page 43 e Scheduling a callback page 43 Calling the customer page 44 Accepting an outbound contact Use the Agent Desktop interface to accept and handle outbound campaigns one call at a time Your outbound administrator can configure the outbound calls to be made immediately after you accept a call specify a number of seconds before the call is placed or enable the agent to make the call By using the Contact Center Manager Administration an administrator can configure the Agent Desktop to give visual and audible alerts when a contact is presented For more information about these features see Avaya Aura Contact Center Server Administration NN44400 610 Prerequisites Ensure that you are in
14. agentdesktop 2 Click Launch Agent Desktop OR Click Start All Programs Avaya Agent Desktop The Agent Desktop toolbar appears If a CCT Connection Failure message appears stating the automatic login to CCT using your Windows logon identity failed your Windows User ID is not configured on CCT Click Retry to enter valid User Credentials or click Cancel to exit the application End Procedure job aid If you log on to the Agent Desktop to handle Predictive Outbound contacts a delay can occur before you can log on to the required applications If the delay occurs after the agent logs on to Contact Center Manager Server or Contact Center Multimedia and before logging on to the Predictive Outbound skillset ensure that CPSEE Application server name is in the hosts file of the client machine 20 NN44400 114 Contact Center Agent Desktop 2 December 2010 Using your Agent Desktop Creating a shortcut to the Agent Desktop Create a shortcut to the Agent Desktop to quickly access the application without manually entering the URL Prerequisites Ensure that you install Agent Desktop See Installing the Agent Desktop page 19 Procedure steps Step Action 1 Click Start All Programs Avaya 2 Right click Agent Desktop 3 Select Send To Desktop create shortcut End Logging on to Agent Desktop when using a desktop phone Log on to the Agent Desktop after you start the Agent Desktop application While you log on you
15. call 37 Ending your observation 38 Outbound calls and callbacks Accepting an outbound contact 40 Declining an outbound contact 41 Placing an outbound call 41 Using a script 42 Recording the result 42 Ending the call 43 Scheduling a callback 43 Calling the customer 44 Predictive Outbound Changing to Ready status 49 Changing to Not Ready status 50 Changing to Not Ready status when on a contact 51 Handling a Predictive or Progressive call 51 Handling a Paced call 52 Handling a Preview call 52 Handling a manual call 53 Cancelling a call 53 Transferring a call 54 Conferencing in another agent 56 Hanging up and leaving a conference call 57 Ending a contact 58 Originating a call 59 Scheduling a callback 59 Handling a standard callback call 61 Handling a non standard callback call 62 E mail Accepting an incoming contact 68 Declining an incoming contact 68 Verifying customer information 69 Replying to an e mail message 69 Creating an e mail message 71 Using the address book to reply to a contact 72 Removing a name from the recipient list 72 4 NN44400 114 Contact Center Agent Desktop 39 47 65 2 December 2010 Contents Creating a template response 73 Defining your default template folder 73 Using atemplate response 74 Defining your default attachment folder 74 Adding an attachment to your e mail response 74 Viewing e mail attachments 75 Removing an attachment from an e mail response 75 Using the
16. call on hold using your telephone and then retrieve the call by clicking Unhold on the toolbar for Predictive Outbound You must have the hardware and software required to configure and use the Predictive Outbound feature You must have configured agents with Predictive skillsets If Microsoft Internet Explorer Enhanced Security is enabled on your computer you must add the Predictive Outbound application server to your list of trusted sites Changing to Ready status page 49 Changing to Not Ready status page 50 Changing to Not Ready status when on a contact page 51 Handling a Predictive or Progressive call page 51 Handling a Paced call page 52 Handling a Preview call page 52 Handling a manual call page 53 Cancelling a call page 53 Transferring a call page 54 Conferencing in another agent page 56 Hanging up and leaving a conference call page 57 Ending a contact page 58 Originating a call page 59 Scheduling a callback page 59 48 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound Handling a standard callback call page 61 Changing to Ready status Change to Ready status after you log on to Agent Desktop or any time you are ready to accept contacts Procedure steps Step Action 1 From the Agent Desktop application click the status drop down icon 2 Click Go Ready The agent status changes to Ready End Procedure job aid Predictive Outbound sta
17. can choose between a desktop phone and a softphone based on your usage mode The system automatically configures your status to Not Ready Change your status to Ready to indicate that you are available to handle all media types for which you are licensed and configured If you are assigned to a skillset for a particular contact type you can receive and create contacts in that contact type Procedure steps Step Action 1 Start the Agent Desktop 2 If you have Hot Desking enabled type your workstation name at the prompt 3 On the Agent Desktop Top bar from the Status list select Login 4 Click the Telephony tab 5 Select Desktop Phone from the Place and receive calls using drop down list A logon prompt does not appear Your logon ID is automatically filled in based on the Communication Control Toolkit implementation for your contact center NN44400 114 Contact Center Agent Desktop 2 December 2010 21 Using your Agent Desktop The system verifies your logon ID and automatically logs you on to the Agent Desktop application If you are configured to handle Multimedia contacts such as e mail in the Multimedia tab type your ID and Password Click Login The status icon changes to Not Ready End Variable definitions Description Value ID Multimedia Password Multimedia Your logon ID appears in the ID box based on your Communication Control Toolkit configuration Initially for multimedia agents
18. center When you transfer a voice mail message to a skillset or agent you also transfer ownership of the contact Procedure steps Step Action 1 Click Transfer 2 Click the Skillset tab to assign the contact to any agent with a particular skillset or click the Agent tab to assign the voice mail message to a specific agent Select the skillset or agent to which you want to transfer the contact 4 In the Agent Note box type a brief note about the reason for the transfer Click Transfer End 92 NN44400 114 Contact Center Agent Desktop 2 December 2010 Short Message Service text message This chapter describes how to perform Short Message Service SMS text message tasks Use Avaya Aura Agent Desktop to perform the following tasks when you handle an SMS text message Accept the incoming SMS text message e Send a reply Forward an SMS text message e Check the spelling of an SMS text message SMS text messages from customers are forwarded by an SMS gateway to an e mail address within the contact center The SMS text message is then sent to an appropriate skillset queue If you are assigned to this skillset then the SMS text message is presented to you Prerequisites Ensure that your status is Ready Ensure that you have the assigned skillset to handle SMS text messages Navigation e Accepting an incoming SMS text message page 93 e Declining an incoming SMS text message page 94 e Replying to an SMS te
19. e mail message page 69 Using the address book to reply to a contact page 72 Removing a name from the recipient list page 72 Creating a template response page 73 e Defining your default template folder page 73 NN44400 114 Contact Center Agent Desktop 2 December 2010 67 E mail Using a template response page 74 Defining your default attachment folder page 74 Adding an attachment to your e mail response page 74 Viewing e mail attachments page 75 Removing an attachment from an e mail response page 75 Using the spelling checker page 76 Closing the e mail contact page 77 Postponing work on a contact page 77 Following up on a contact page 78 Transferring a contact within the contact center page 78 Transferring a contact outside the contact center page 79 Printing contact details page 79 Accepting an incoming contact Accept an incoming contact to display customer details and begin contact with a customer Agent Desktop expands to show the customer details and the call timer appears in the work item The new incoming e mail is presented as a new work item in the work list window Procedure steps Step Action 1 On the Agent Desktop click Accept The e mail opens in the E mail Display panel The customer details for the e mail opens in the bottom left hand Customer Details panel End Declining an incoming contact Decline an incoming contact if you cannot handle the call The new in
20. item click Transfer 2 In the Transfer window Supervised Transfer is automatically selected 3 In the Number to Transfer box type the number to which you want to transfer the call The active call is placed on hold and a call is placed to the third party While you speak with the third party the Transfer and Hold buttons on the phone both flash to indicate that you have a customer on hold and that you must complete the transfer 4 Before the third party answers the call click OK The call is transferred to the third party and is dropped from your phone End Conferencing in another agent Conference in another agent if you want to speak to your customer and another agent Procedure steps Step Action 1 On the work item click Conference to place the customer on hold and open the Conference window 2 In the Conference window in the Number box type the number of the agent to conference into the call 3 Click OK to begin the conference NN44400 114 Contact Center Agent Desktop 2 December 2010 33 Telephony 4 Speak with the agent if necessary before you conference in the customer 5 Click Conference again to take the customer off hold and conference in the customer and the other agent End Conferencing in a supervisor Conference in a supervisor if you want to speak to your customer and your supervisor Procedure steps Step Action 1 On the Agent Desktop Action bar menu click Supervisor to place the c
21. number to dial 3 Click Initiate Call again The phone number is dialed A new work item is added to the work list and the call timer on the work items starts to increment Click Release when you complete the call If required by your supervisor enter an activity code in the Activity Code box and then press Enter End Using DTMF digits Use the Dual tone Multifrequency feature DTMF if during a call you must navigate through a contact center menu or dial numbers to access voice messages Procedure steps Step Action NN44400 114 Contact Center Agent Desktop 2 December 2010 35 Telephony 1 On the Agent Desktop Action bar menu toolbar click the DTMF option 2 Enter the numbers on the keypad that appears End Using the Emergency key Use the Emergency key if you require immediate assistance from your supervisor while handling a call For example if you talk to a customer who suddenly threatens you you may want to add your supervisor to the call immediately The caller is not placed on hold when the supervisor is conferenced in an emergency Attention Emergency key is not supported in SIP enabled contact centers Procedure steps Step Action 1 On the Agent Desktop Top bar menu click Emergency Your supervisor is added to the call immediately and conferenced in with both you and the customer End Observing a call Observe a call when a supervisor or agent supervisor wants to listen in on a call In
22. questionnaire if applicable Complete the call and assign a disposition code schedule a callback if required enter any applicable notes and save the call results Prerequisites Understand how to use a script Understand how to record the result of a call Procedure steps Step Action 1 On the Agent Desktop Action bar menu click Initiate 2 In the Enter Destination window click OK to dial the default customer telephone number 3 If you can speak with the customer proceed with the call by using a script if applicable 4 If you cannot speak with the customer record the result of the call to update the contact with the appropriate disposition code reschedule the call and add any applicable notes NN44400 114 Contact Center Agent Desktop 2 December 2010 41 Outbound calls and callbacks 5 Verify the customer information and update any customer contact fields required End Using a script Use a script if the campaign administrator assigned an agent script to the outbound campaign The content of your script depends on the campaign The script can contain an introduction a conclusion and a number of questions or suggested phrases As you progress through the script with the customer you can record your answers or comments directly on the Script Questions tab The customer responses are saved automatically Attention If the campaign administrator did not assign an agent script to the outbound campaign the Script
23. reasons are required choose a closed reason 104 NN44400 114 Contact Center Agent Desktop 2 December 2010 Web communications 4 Click Close 5 Repeat step 1 to step 4 to close each additional Web communications contact End Sending the chat log in an e mail message If your Contact Center is licensed for e mail you can send a copy of the completed text chat log by e mail to the customer Procedure steps Step Action 1 Below the conversation window select the envelop icon or the check box next to it to email the chat log to the customer End NN44400 114 Contact Center Agent Desktop 2 December 2010 105 Web communications 106 NN44400 114 Contact Center Agent Desktop 2 December 2010 Instant messaging Use the Avaya Aura Agent Desktop Instant Message IM window to communicate with customers over the Internet in real time You can use the Instant Message window to perform the following tasks e Accept an instant message Decline an instant message Send an instant message Use an auto phrase e View personnel using Contacts Presence e Consult on an instant message Conference an instant message Transfer an instant message End an instant message You can perform the tasks with an agent from your contacts list in My Contacts tab or an agent from an Instant Experts group in CC Contacts tab When you request a Consult Conference or Transfer with another agent the text that you type app
24. required Click Create Email 4 In the Subject box type the message subject In the body text box type the message text You can type text or use a template To insert a file click Insert a file Select the appropriate skillset from the Skillset list In the Agent Note box type information about the contact or the customer Only agents and supervisors can view the information in the Agent Note box 9 Click Send The system searches the database for the customer e mail address If the customer does not exist in the database the system creates a new customer record as well as a new contact and response record The contact closes automatically End NN44400 114 Contact Center Agent Desktop 2 December 2010 71 E mail Using the address book to reply to a contact Use the address book to search for an e mail address in the corporate address book or in the customer database when you use e mail to reply to a customer or transfer a contact You can search for addresses to add to the To carbon copy Cc or blind carbon copy Bcc fields of your e mail message The address book can contain information from an external directory a local directory or a customer database Procedure steps Step Action 1 In the e mail window click To Cc 2 In the Select Names dialog box in the Search for records from box select the database to search The address book appears and displays a list of entries from the database in the left
25. spelling checker 76 Closing the e mail contact 77 Postponing work on a contact 77 Following up on a contact 78 Transferring a contact within the contact center 78 Transferring a contact outside the contact center 79 Printing contact details 79 Fax message 81 Accepting an incoming fax message 81 Declining an incoming fax message 82 Reviewing a fax message 82 Replying to a fax message 82 Closing a fax message 83 Transferring a fax message 84 Scanned document 85 Accepting an incoming scanned document message 85 Declining an incoming scanned document message 86 Reviewing a scanned document message 386 Replying to a scanned document message 87 Closing a scanned document message 87 Transferring a scanned document 88 Voice mail messages 89 Accepting an incoming voice mail message 89 Declining an incoming voice mail message 90 Listening to a voice mail message 90 Replying to a voice mail message 91 Closing a voice mail message 91 Transferring a voice mail message 92 Short Message Service text message 93 Accepting an incoming SMS text message 93 Declining an incoming SMS text message 94 Replying to an SMS text message 94 Using the spelling checker 95 Closing an SMS text message contact 96 Transferring an SMS text message 96 Web communications 99 Accepting a Web communications contact 100 NN44400 114 Contact Center Agent Desktop 2 December 2010 5 Contents Customizing atab name 101 Declining a Web communicati
26. the customer e Click Cancel to cancel the contact e Respond to the call when the Preview time period expires and the system automatically presents the call to you If you or the system dials the customer your agent status is Talking If you Cancel the contact your agent status is Ready End Handling a manual call Handle a manual call using a procedure similar to handling a Preview call However a manual call is handled through the phone switch and not through the Predictive Outbound features Prerequisites Ensure that you are in Ready status Procedure steps Step Action 1 Preview the customer details and the call script that appears on the Agent Desktop Your agent status is Preview Manual 2 Choose one of the following actions Select one of the customer phone numbers that appears in the Preview Contact dialog box and click Dial to call the customer e Click Cancel to cancel the contact If you dial the customer your agent status is Talking If you Cancel the contact your agent status is Ready End Cancelling a call Cancel a call if you want to reject a contact and place the contact back in the queue NN44400 114 Contact Center Agent Desktop 2 December 2010 53 Predictive Outbound You can cancel only Preview or manual Predictive Outbound calls Prerequisites Ensure that you are in Ready status Ensure that you have a Predictive skillset designated for handling telephone calls
27. to open End Adding or editing customer information Add or edit customer information when a change to a customer record is required NN44400 114 Contact Center Agent Desktop 2 December 2010 123 Customer and contact details Prerequisites Ensure that you have no customer records currently open Procedure steps Step Action 1 Click the Details tab of the Customer Details pane 2 Click Edit to change the customer information or Add to add new information to the customer details Select the information to add or change Copy and paste the information from the text of a contact or type the information into the field 5 If you add additional telephone numbers or e mail addresses be sure to select one as the default 6 Click Save End Viewing a CCT intrinsic View a CCT intrinsic to copy the intrinsic or start an associated application Prerequisites e You must accept a contact Procedure steps Step Action 1 On the Agent Desktop window click Customer Details 2 In the Custom Fields section click the Intrinsic tab The CCT intrinsics appear End Copying a CCT intrinsic Copy a CCT intrinsic to use the intrinsic in another application Procedure steps Step Action 124 NN44400 114 Contact Center Agent Desktop 2 December 2010 Customer and contact details On the Agent Desktop window click Customer Details In the Custom Fields section click the Intrinsics tab Right click the required CCT
28. type an e mail address for the customer In the SIPUri box enter a SIP URI for the customer In the Phone Type box select the type of phone number On oO a 5 W N In the remaining telephone number boxes type the international code area code and telephone number 9 Click Save End 122 NN44400 114 Contact Center Agent Desktop 2 December 2010 Customer and contact details Searching for a customer Search for a customer to view or edit customer details or if you want to create or review a customer contact You can search for a customer based on one or more of the following criteria First name Last name Preferred agent the agent who typically handles the contacts for the customer based on who created the customer record who handled the first contact by the customer or who clicked Take Ownership of the customer record Address Phone number E mail address SipUri Prerequisites Ensure that the Action bar is visible Procedure steps Step Action 1 2 Click Customer Search In the first column select the criteria to use for the search for example last name or phone number In the second column select the logical operators for the search criteria for example is or is not In the third column type your search value for example Smith Click Search To sort the search results by a column click the column heading of the field by which you want to sort Double click the customer record
29. using the work item control Conference an instant message to another available agent using the work item control Procedure steps Step Action 1 On the work item click the Conference control 2 Determine the person with whom you want to conference and confirm that they are available 3 Right click the name of the person and click Conference A new Conversation window appears 4 Click Complete Conference The new Conversation window closes and the original Conversation window reappears When the new person begins typing the participant list above the text displays updated contact information for all participants in the conference 5 When you want to leave the conference click Close A message in blue appears in the Conversation window to indicate when a participant leaves the conference The departure is added as an Action to the Contact History End Ending an instant message End an instant message when the contact is complete Procedure steps Step Action 114 NN44400 114 Contact Center Agent Desktop 2 December 2010 Instant messaging 1 Click Close End NN44400 114 Contact Center Agent Desktop 2 December 2010 115 Instant messaging 116 NN44400 114 Contact Center Agent Desktop 2 December 2010 Agent Statistics Avaya Aura Agent Desktop displays live skillset related statistics Agents can display assigned skillset statistics in pie chart or bar chart format Supervisors can display statistics for a
30. your response one or more response templates the spelling checker You can add a comment to the message in the Agent Note box for reference for later communications with the customer The customer does not see the content of the Agent Note box Procedure steps Step Action 1 After you review the customer contact click Reply 2 In the E mail Response window accept the default To e mail address with the same e mail address from which the message was sent or click To Cc to add 94 NN44400 114 Contact Center Agent Desktop 2 December 2010 Short Message Service text message other e mail addresses from the corporate address book or multimedia database In the Subject box accept the subject currently displayed or edit the subject Add text to the reply using one or both of the following methods Type the message text Adda template response To perform a spell check click Check Spelling In the Agent Note box type additional information about the contact or the customer Only agents and supervisors can view the information in the Agent Note box Click Send Close the contact If required select a reason for closing the contact End Using the spelling checker Use the spell check feature on the Agent Desktop interface to locate spelling errors in your message You can enable or disable the automatic spell check feature You can use the User Settings window to select a default language for the spell c
31. your password is the same as your Agent Logon ID You must change your password using the steps in Changing your password page 24 The system verifies your password and logs you on to the Agent Desktop application The Logged Out button changes to Logged In Logging on to Agent Desktop when using the softphone Log on to the Agent Desktop after you start the Agent Desktop application While you log on you can choose between a desktop phone and a softphone based on your usage mode The system automatically configures your status to Not Ready Change your status to Ready to indicate that you are available to handle all media types for which you are licensed and configured If you are assigned to a skillset for a particular contact type you can receive and create contacts in that contact type Softphone login is available only in Avaya Aura Agent Desktop Release 6 1 Procedure steps Step 1 o0 25 o ND Action Start the Agent Desktop If you have Hot Desking enabled type your workstation name at the prompt On the Agent Desktop Top bar from the Status list select Login Click the Telephony tab Select My Computer from the Place and receive calls using drop down list If your user profile is saved locally on the PC running Agent Desktop click Load saved profile 22 NN44400 114 Contact Center Agent Desktop 2 December 2010 Using your Agent Desktop 7 If you create a new user profile enter your Extension Password Ser
32. AVAYA Avaya Aura Agent Desktop NN44400 114 Document status Standard Document issue 02 05 Document date 2 December 2010 Product release Release 6 0 6 1 Job function Fundamentals Type Technical Publication Language type English Copyright 2010 Avaya Inc All Rights Reserved Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked Web sites referenced within this site or documentation s provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not n
33. Desktop 2 December 2010 Web communications Dynamic pages that are customized through the use of cookies can appear differently because you and the customer each have separate cookies Cookies are never shared by you and the customer Framed pages cannot be pushed completely The URL defining the frameset is pushed but the individual URLs in each frame are not pushed After a page is pushed if either you or the customer follows a link to another page the other person does not see that change If you and the customer both click the Push Page icon at approximately the same time you both see the form that was pushed last However both URLs appear in the Text Chat log Procedure steps Step 1 2 3 Action In the chat box select Push the selected web page icon Type the URL of the Web page to send to the customer Select the URL to push it OR Select a predefined URL to send to the customer The page is pushed to the customer s browser and the URL is added to the Conversation frame and the Text Chat log End Transferring a chat session Transfer a chat session to another available agent You can transfer a chat session only once Procedure steps Step 1 2 3 4 Action Once you are into a chat session click Consult In the left pane under Transfer to select the skillset from the drop down list Click the appropriate agent name Click Consult The conversation window splits into two In
34. RIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Copyright Except where expressly stated otherwise no use should be made of the Documentation s and Product s provided by Avaya All content in this documentation s and the product s provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux O
35. Ready state Ensure that you have a skillset to handle outbound contacts Procedure steps Step Action 1 On the Agent Desktop work item click Accept When you accept an incoming contact you connect to the customer The Agent Desktop expands to show the customer details and the defined script for the call the call is dialed according to the settings in the outbound campaign and the call timer appears on the status bar End 40 NN44400 114 Contact Center Agent Desktop 2 December 2010 Outbound calls and callbacks Declining an outbound contact You can decline an outbound contact if you are unavailable to accept a call Change your status to Not Ready if you are unavailable to handle contacts Procedure steps Step Action 1 On theAgent Desktop work item click Reject End Placing an outbound call Place an outbound call by accepting or opening an outbound contact You can then review the customer details and outbound contact script Your outbound administrator can configure the outbound calls to be made immediately after you accept a call or specify a number of seconds before the call is placed After you accept or open an outbound contact you can call the customer and perform the following tasks e Verify customer information After you successfully place the call confirm that you have reached the correct customer by reviewing the contact information with the customer Follow the script or complete the
36. S source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright Trademarks The trademarks logos and service marks Marks displayed in this site the documentation s and product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the documentation s and product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Contents New in this release 7 Fea
37. Subject box accept the subject currently displayed or edit the subject Add text to the reply using one or both of the following methods Type the message text Adda template response To sign the e mail or to insert an automatic signature click the Insert autosignature button If you use HTML text and you want to bold underline or italicize any text select the text and click the appropriate button to apply formatting You cannot format plain text 70 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail 7 To change the text size select the text and click the up arrow to increase the font size or click the down arrow to decrease the font size To perform a spell check click the Check Spelling icon To add an attachment to the e mail response click Insert a file 10 In the Agent Note box type additional information about the contact or the customer Only agents and supervisors can view the information in the Agent Note box 11 Click Send 12 Close the contact If required select a reason for closing the contact End Creating an e mail message Create an e mail message to send to a customer Prerequisites Ensure that you are assigned to an e mail skillset Ensure that you are not currently handling a contact Procedure steps Step Action 1 On the Agent Desktop Action bar click Initiate Email 2 In the text box enter the e mail address of the customer and add additional Cc addresses as
38. The originating agent can add the customer to the call and begin the conference by clicking the Conference button The originating agent s status is Conferenced Owner The consulted agent s status is Conferenced Passive Ifthe requested agent is logged on but not in Ready status and does not become available after 60 seconds the request times out The originating agent can try to conference in another agent or can click Close to cancel the request e Atany time while the request is made the originating agent can click Cancel to cancel the request All other buttons on the Conference dialog box are disabled while the request is being made If an agent in a predictive outbound skillset initiates a conference call to an invalid or busy phone number the agent hears a busy signal To avoid a call disconnect the agent must not complete a conference call if there is a busy signal The agent must confirm that the third party is available before completing a conference call Prerequisites Ensure that the agent you want to conference in has a Predictive skillset and they are in Ready status Procedure steps Step Action 1 On the Agent Desktop work item click Conference 2 In the Conference dialog box select whether you conference to an agent by Skillset Agent Work Session or Phone number and then select the party you want to conference in from the updated list of available options OR Type a phone number in the Number to D
39. another agent a supervisor or an expert e A work list is a collection of work items Multiplicity Agents who handle real time voice contacts require dedicated interaction between an agent and customer To increase agent productivity for non real time contacts agents can use Contact Center to simultaneously handle multiple contacts NN44400 114 Contact Center Agent Desktop 2 December 2010 7 New in this release The administrator selects the contact types an agent can be presented with while the agent is active on another contact This is called interruptibility You can receive a multimedia contact while you are working on a voice call or you can receive a voice contact while you are working on a multimedia contact New contact types Agent Desktop supports Short Message Service text messaging fax messages voice mail messages and scanned documents Short Message Service SMS text messaging is a standardized communications protocol for the exchange of short text messages between SMS enabled devices SMS text messages from customers are forwarded by an SMS gateway to an e mail address within the contact center The Contact Center Multimedia E mail Manager retrieves the SMS text message and queues it to the appropriate skillset Fax messages from customers are forwarded by a fax server to an e mail address within the contact center The Contact Center Multimedia E mail Manager retrieves the fax attachment in TIFF format and queues
40. ar skillset or click the Agent tab to assign the contact to a specific agent Select the skillset or agent to which you want to transfer the contact In the Agent Note box type a brief note about the reason for the transfer Click Transfer End 78 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail Transferring a contact outside the contact center Transfer a contact to an e mail address outside the Contact Center for consultation When you transfer a contact to an external e mail address you must manually add any attachments you want to send with the e mail Procedure steps Step Action 1 Click Transfer 2 Click the External tab 3 Enter the e mail address to which you want to transfer the contact or click To to select an address from the corporate address book 4 In the Agent Note box type a brief note about the reason for the transfer To add an attachment click Attach Click Transfer End Printing contact details Print a summary of the interaction with a contact All information shown in the bottom left of the e mail or outbound contact window prints Print Preview is also supported Procedure steps Step Action 1 Click Print End NN44400 114 Contact Center Agent Desktop 2 December 2010 79 E mail 80 NN44400 114 Contact Center Agent Desktop 2 December 2010 Fax message This chapter describes how to perform fax message tasks Use Avaya Aura Agent Desktop to perform the follow
41. automatic outbound processing The contact is displayed on the Agent Desktop and the customer simultaneously receives the call The agent cannot cancel the contact or dial the number e Paced Contact Center presents a record to the agent for review while the customer is being dialed The agent cannot cancel the contact or dial the number e Preview Contact Center presents a record to the agent for review After a configured period of time passes the system dials the default number for the customer Before this period of time passes the agent can cancel the contact or manually dial the number NN44400 114 Contact Center Agent Desktop 2 December 2010 47 Predictive Outbound Prerequisites Navigation Progressive Similar to the Predictive dialing option Contact Center sends a record to the dialer for automatic outbound processing The contact is displayed on the Agent Desktop and the customer simultaneously receives the call The agent cannot cancel the contact or dial the number Unlike the Predictive dialing option Contact Center prevents the number of calls in progress from exceeding the number of idle agents Manual Contact Center presents a record to the agent for review No time limit is given The agent can cancel the contact or manually dial the number This dialing option is manual Attention Do not perform telephony tasks by using a mixture of steps on your telephone and the telephony toolbar For example do not place a
42. available by using Contacts Presence Procedure steps Step 1 2 Action On the Agent Desktop click Contacts Presence To transfer a message to an agent from your list click My Contacts tab and perform step 4 to step 6 To transfer a message to an agent from an Instant Experts group click CC Contacts tab and perform step 4 to step 6 Determine the person you want to transfer the instant message to and confirm that they are available Right click the name of the person and click Transfer The person you want to transfer the instant message to must click Accept The current instant message text then appears in the person s Conversation window Click Complete Transfer The instant message is now transferred to the person and is no appears on your Agent Desktop End NN44400 114 Contact Center Agent Desktop 2 December 2010 111 Instant messaging Consulting on an instant message using Contacts Presence Consult on an instant message with another person after you confirm that the person is available by using Contacts Presence Procedure steps Step 1 2 Action On the Agent Desktop click Contacts Presence To consult an agent from your contacts list click My Contacts tab and perform step 4 to step 6 To consult an agent from an Instant Experts group click CC Contacts tab and perform step 4 to step 6 Determine the person with whom you want to consult and confirm that they are available Rig
43. canned document to a skillset or agent you also transfer ownership of the contact Procedure steps Step Action 1 Click Transfer 2 Click the Skillset tab to assign the contact to any agent with a particular skillset or click the Agent tab to assign the scanned document to a specific agent Select the skillset or agent to which you want to transfer the contact 4 In the Agent Note box type a brief note about the reason for the transfer Click Transfer End 88 NN44400 114 Contact Center Agent Desktop 2 December 2010 Voice mail messages This chapter describes how to perform tasks to handle voice mail messages Use Avaya Aura Agent Desktop to perform the following tasks when you handle a voice mail message Accept the incoming voice mail message Listen to a voice mail message Reply to a voice mail message In the contact center voice mail messages are forwarded by a voice mail server to an e mail address as a wav attachment The voice mail message is then sent to an appropriate skillset queue If you are assigned to this skillset then the voice mail message is presented to you Prerequisites Ensure that your status is Ready Ensure that you have the assigned skillset to handle voice mail messages Navigation Accepting an incoming voice mail message page 89 e Declining an incoming voice mail message page 90 Listening to a voice mail message page 90 Replying to a voice mail message page
44. coming e mail disappears from the work list 68 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail Procedure steps Step Action 1 On the Agent Desktop click Reject End Verifying customer information Verify customer information by viewing the left side of the Customer Details window which shows customer details the history of recent customer interactions and other information If you accept a contact or choose to read a contact a maximum of 15 contacts appear before your selection and a maximum of 15 contacts appear after your selection on the History tab Use the navigation arrow buttons to scroll through the contacts that appear in the customer history A page shows a maximum of 31 contacts The status bar indicates the contacts you are viewing and the total number of contacts in the history list You can use the Customer History panel on the left pane of the Agent Desktop window to view details of previous interactions with the customer including automatic responses sent and the content of previous e mail messages Procedure steps Step Action 1 On the Agent Desktop click the Details tab to verify customer contact information 2 Click the History tab to view the various actions in the customer history including all Multimedia types 3 Click the Cl Details tab to view Customer Interface Web site details End Replying to an e mail message Reply to an e mail message when a customer sends an e mail t
45. ct View a contact if you want to review information for a contact for example to see how an agent handled a particular contact You cannot change information in the contact because the contact is not open Prerequisites Ensure that your status is Not Ready Procedure steps Step Action 1 On the History tab of the Customer Details window select the contact to open 2 Right click and select Read only Contact You can also double click a contact to open the contact details NN44400 114 Contact Center Agent Desktop 2 December 2010 127 Customer and contact details 3 View the contact details on the right pane of the Agent Desktop window End Opening a contact Open a contact to add or edit information to complete an outbound call or to send a reply to an e mail message You can open a contact only if you have ownership of the customer on the contact Prerequisites Ensure that your status is Not Ready Ensure that no other agent is currently working on the contact Procedure steps Step Action 1 On the History tab of the Customer Details window select the contact to open 2 If Take Ownership appears on the Contact History tab another agent currently owns the customer and you cannot open this contact If necessary click Take Ownership to own the customer and click Yes to confirm Ensure that your status is Not Ready 4 Right click and select Pull Contact If the Pull Contact item is not available ano
46. ctive Outbound End Handling a Paced call Handling a paced call enables you to preview a call while it is being dialed by the system You cannot cancel the call or dial the customer s phone number Prerequisites Ensure that you are in Ready status Procedure steps Step Action 1 Preview the Customer Details and the call script that appear on the Agent Desktop Your agent status is Preview Paced 2 Respond to the call when it is presented to you Your agent status is Talking End Handling a Preview call Handling a Preview call enables you to preview a call before you or the system dials the customer s phone number You have a predefined time period to preview the contact Before this time period expires you can dial the customer s phone number or cancel the contact When the Preview time period expires the system dials the customer and presents the call to you Prerequisites Ensure that you are in Ready status Procedure steps Step Action 1 Preview the customer details and the call script that appears on the Agent Desktop Your agent status is Preview The Preview time period begins to time down and the Time Remaining is displayed in the Preview Contact dialog box 2 Choose one of the following actions 52 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound e Select one of the customer phone numbers that appears in the Preview Contact dialog box and click Dial to call
47. ctive Outbound campaign type e Personal The callback goes to the agent scheduling the callback regardless of the Predictive Outbound campaign type or Team assigned e Enterprise Campaign The callback goes to the next available agent if the agent scheduling the callback is not available e Private Campaign The callback goes to the agent scheduling the callback Enterprise Team The callback goes to the next available agent in the assigned team Private Team The callback waits for the agent scheduling the callback to be assigned to the team Agent Agent for the callback The team selected determines the agent names that can be selected Team Team for the callback The type of callback determines the Team names that can be selected Memo Memo text entered by the agent scheduling the callback will appear at the bottom of the call script when the callback contact is presented to an agent Handling a standard callback call Handling a Standard callback call is similar to handling a normal call in each mode of predictive Manual Paced Preview Progressive and Predictive apart from memo text A contact is presented to an agent as a result of a scheduled Standard callback type A Standard callback call is automatically delivered to your Agent Desktop The customer details and call script including any memo notes entered when the scheduled callback was created appear on your Agent Desktop NN44400 114 Contac
48. d on the Agent Desktop of the supervisor The new call is not a Contact Center call so the agent does not need to be ready The call connects the supervisor or agent supervisor to the selected Agent call 4 Accept the call ringing on your Agent Desktop End Barging in ona call Barge in on a call if you are observing a call that needs immediate supervisor attention When using the barge in function the supervisor or agent supervisor can participate in a call between the agent and the customer The agent or customer on the call cannot hear the supervisor join or leave the call The supervisor or agent supervisor actions do not affect the original call or the normal connect and disconnect actions of the agent and customer conversation Procedure steps Step Action 1 In the Supervisor Control dialog box click Barge In End NN44400 114 Contact Center Agent Desktop 2 December 2010 37 Telephony Ending your observation End your observation when you no longer need to observe the agent and customer conversation The agent and the customer on the call cannot hear the supervisor join or leave the call The supervisor or agent supervisor actions do not affect the original call or the normal connect and disconnect actions of the agent and customer conversation Procedure steps Step Action 1 On the work item click Release End 38 NN44400 114 Contact Center Agent Desktop 2 December 2010 Outbound calls and callbacks Thi
49. d the selected auto phrase Adds the selected auto phrase to the Conversation frame e Select the text alignment Change the direction of text from left to right to right to left and vice versa E mail chat log Select the check box to e mail a copy of the chat log to the customer Prerequisites Ensure that your status is set to Reagy Ensure that you have the skillset assigned to handle Web communications Procedure steps Step Action 100 NN44400 114 Contact Center Agent Desktop 2 December 2010 Web communications 1 On the work item click Accept Attention Your site administrator configures the maximum number of additional contacts you can manage End Customizing a tab name If you have multiple IM Web communications contacts customize the tab name to identify the received contact Procedure steps Step Action 1 On the Agent Desktop right panel double click the required tab 2 Type the lt contact name gt End Variable definitions Variable Value lt contact name gt The keyword you use to identify the customer for example the first or last name Declining a Web communications contact Decline a Web communications contact when you are not available to chat with a customer and you want to return the contact to the queue Procedure steps Step Action 1 On the work item click Reject The contact returns to the queue and into Web on hold Your status is set to Not Ready
50. e Agent Desktop and is previewing the contact before dialing canceling or receiving the contact The agent has received a callback contact on the Agent Desktop and is previewing the contact before dialing or canceling This status appears if the agent hangs up on the contact the contact hangs up on the agent the DN disconnects The agent is consulting with another agent while the customer is on hold The agent is being consulted The agent is consulting with another agent and a customer The agent is being consulted by another agent and a customer The agent is consulting with an external party outside the Contact Center and a customer Dial the contact s phone number Cancel the contact Receive the call when the timer expires Dial the contact s phone number Cancel the contact Click Disposition Originate Callback Not Ready pending or Hangup if a secondary call is connected Click Hangup Callback Not Ready pending Transfer or Conference Click Leave Conference or Hold Click Leave Conference Disposition Hold or Not Ready pending Click Hangup or Hold Click Leave Conference Disposition Hold or Not Ready pending Changing to Not Ready status Change to Not Ready status to indicate that you are not ready to accept contacts Prerequisites Ensure that you have no active contact Procedure steps Step Action 1 From the Agent Desktop a
51. e directly with customers in real time over the Internet by using the Avaya Aura Agent Desktop Accept an incoming contact e Review and update customer information Send an automated response Push a Web page Transfer a chat session Conference a chat session e Check whether the customer s browser is still connected e Check the time of the most recent customer action and whether the customer is currently typing a message Respond to the customer e mail or voice if more information or clarification is needed End achat session This chapter describes how to perform the tasks for text chat sessions Navigation Accepting a Web communications contact page 100 e Customizing a tab name page 101 Declining a Web communications contact page 101 Sending a chat message page 102 Adding an auto phrase to a chat message page 102 Pushing a Web page to a customer page 102 Transferring a chat session page 103 Conferencing a chat session page 104 Ending the Text Chat session page 104 e Sending the chat log in an e mail message page 105 NN44400 114 Contact Center Agent Desktop 2 December 2010 99 Web communications Accepting a Web communications contact Accept a Web communications contact to communicate privately with a customer in real time over the Internet An agent and a customer can use the text chat component of the Agent Desktop to conduct a two way conversation by e
52. e when the contact is complete When you close a contact select a Closed Reason code The Closed Reason codes that appear are applicable to the contact type being closed Procedure steps Step Action 1 Click Close to complete the contact 2 Select one of the configured Closed Reason codes that best describes the reason you closed your SMS text message End Transferring an SMS text message Transfer an SMS text message to another skillset or to a specific agent within the contact center When you transfer an SMS text message to a skillset or agent you also transfer ownership of the contact Procedure steps Step Action 1 Click Transfer 2 Click the Skillset tab to assign the contact to any agent with a particular skillset or click the Agent tab to assign the contact to a specific agent 3 Select the skillset or agent to which you want to transfer the SMS text message 96 NN44400 114 Contact Center Agent Desktop 2 December 2010 Short Message Service text message 4 Select the External tab if you want to transfer the SMS text message to outside the Contact Center In the Agent Note box type a brief note about the reason for the transfer Click Transfer End NN44400 114 Contact Center Agent Desktop 2 December 2010 97 Short Message Service text message 98 NN44400 114 Contact Center Agent Desktop 2 December 2010 Web communications This chapter describes how to use the Web communications feature to communicat
53. ears in a separate conversation window that is not visible to the customer During the request you can change a Consult or a Transfer to a Conference or you can Close the request When the other agent accepts a Conference or Transfer request the conversation resumes in the Agent Desktop Conversation window Prerequisites for instant messaging Ensure that your contact center is SIP enabled Ensure that both you and the customer use Web browsers that work with JavaScript and frames Attention Support is not available for microbrowsers or portable devices Navigation Accepting an instant message page 108 Declining an instant message page 108 e Sending an instant message page 109 Using an auto phrase page 109 Using suggested Web pages page 110 NN44400 114 Contact Center Agent Desktop 2 December 2010 107 Instant messaging Using spelling checker in an instant message page 110 e Viewing personnel using Contacts Presence page 110 e Transferring an instant message using Contacts Presence page 111 Consulting on an instant message using Contacts Presence page 112 e Conferencing an instant message using Contacts Presence page 112 Transferring an instant message using the work item control page 113 Consulting on an instant message using the work item control page 113 Conferencing an instant message using the work item control page 114 Ending an instant message page 114 Accepting an in
54. ecessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this product while under warranty is available to Avaya customers and other parties through the Avaya Support Web site http www avaya com support Please note that if you acquired the product from an authorized reseller the warranty is provided to you by said reseller and not by Avaya Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED RESELLER AND AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHO
55. er buttons on the Transfer dialog box are disabled while the request is being made 54 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound An agent with Predictive Outbound skillsets can encounter the following scenarios during a call transfer e If an agent in a Predictive Outbound skillset performs a supervised transfer to an invalid or busy phone number the agent hears a busy signal To avoid a call disconnect the agent must not complete the transfer if there is a busy signal The agent must confirm that the third party is available before a transfer completion Prerequisites Ensure that the agent to which you want to transfer a call has a Predictive skillset and they are in Ready status Procedure steps Step Action 1 On the Agent Desktop Predictive Outbound Voice Path work item click Transfer 2 In the Transfer dialog box select whether to transfer the call by Skillset Agent Work Session or Phone number and then select the party to whom you want to transfer the call from the updated list of available options OR Type a phone number in the Number to Dial field Attention In manual mode if you press the Transfer Conference buttons on the phone the Transfer Conference dialog box does not appear on Agent Desktop as it does for other modes of predictive outbound 3 Click Consult If the requested agent is available Consult changes to Transfer A voice connection is established between t
56. ersonnel in your contact center using Contacts Presence You can view all personnel or a subset of them according to their current status for example Available Busy Do Not Disturb Inactive Offline or Away Contacts presence control has two tabs My Contacts and CC Contacts The My Contacts tab lists contacts that you configure with Microsoft Office Communicator OC The CC Contacts tab lists the Instant Experts groups that a site administrator configures 110 NN44400 114 Contact Center Agent Desktop 2 December 2010 Instant messaging A site administrator can configure default Instant Experts groups to load automatically after you log on to Agent Desktop The name of the default Instant Expert groups have an underscore in front for example _autoload Other skillset associated and keyword associated Instant Experts groups appear after you accept an incoming contact The default Instant Experts groups appear first in the list of groups After confirming that a contact is available by using Contacts Presence you can send consult on transfer or conference an instant message to the contact Procedure steps Step 1 2 3 Action On the Agent Desktop click Contacts Presence To view your contacts click My Contacts tab To view Instant Experts groups click CC Contacts tab End Transferring an instant message using Contacts Presence Transfer an instant message to another person after you confirm that the person is
57. escriptive name and ensure that the file name has a txt extension for example WarrantyURL txt 4 Navigate to the folder in which to store the template response file Save the file End Defining your default template folder Define the location of the default template folder to use if you want to use a template in an e mail response Procedure steps Step Action 1 On the Top bar click User Preferences 2 Select the Preferences tab 3 In the Default Template Location box type the complete path to the template folder or click Change to select a new folder location 4 Click Save End NN44400 114 Contact Center Agent Desktop 2 December 2010 73 E mail Using a template response Use a template response that you previously created for responses to typical customer queries Procedure steps Step Action 1 In the e mail window click Insert Template 2 Navigate to the template folder If you defined a template folder in the user settings the default template folder automatically appears Select the template file and then click Open 4 If necessary edit the text in the body of the e mail message End Defining your default attachment folder Define a default attachment folder in which to store files to add as attachments to e mail messages You can add a file from the Shared Files folder that your administrator creates or you can navigate to any other directory folder or subfolder on your computer and attach a
58. esktop is now supported on the Microsoft Windows 7 operating system 10 NN44400 114 Contact Center Agent Desktop 2 December 2010 Introduction Avaya Aura Agent Desktop is a single interface client application used to interact with customers You can respond to customer contacts through a variety of media including phone outbound contacts e mail Web communication instant messaging fax scanned documents and SMS text messages Agent Desktop provides automation for customer responses to eliminate repetitive actions such as typing a common response in an e mail message Agent Desktop supports the following contact types Voice contacts E mail messages e Outbound contacts Web communications contacts Instant Messages SMS text messages Fax messages Scanned documents e Voice mail messages Your administrator determines which type of contacts you can handle Agent Desktop uses Microsoft NET Framework 3 5 Click Once Deployment technology which means that you can install and start the application by entering a URL address in Windows Explorer or Internet Explorer Prerequisites Ensure that you review the Contact Center installation procedures e Supported Operating Systems Windows XP Professional SP2 or later Windows Vista SP2 or later Windows 7 Ensure that the following are installed on the client machine Microsoft Internet Explorer 7 0 or later Microsoft NET Framework 3 5 Windo
59. esktop user interface Example of Agent Desktop layout Sonia 2006 DN 5214 Not Ready Registered xXe x F1 Working E id d sip 5214 ccmmlab dev 00 02 35 ma 2 a gr op i G Q QU Es VT skike gt AVAYA aura Agent Desktop H 3 1 Top bar page 14 2 Work list window page 15 3 Action bar page 16 The Agent Desktop also provides other controls and menus that are explained in the following chapters Navigation Work item paradigm page 14 Top bar page 14 Work list window page 15 Action bar page 16 User preferences page 17 NN44400 114 Contact Center Agent Desktop 2 December 2010 13 Agent Desktop User Interface Work item paradigm Top bar The main Agent Desktop user interface is based on a work item paradigm Each agent to customer interaction is a work item Work items appear on the Agent Desktop work list If you perform another interaction associated with that work item for example an IM consultation with an expert then that interaction is displayed as part of the original work item The work list consists of work items and control buttons corresponding to the work item The controls and functions change depending on the work list window behavior When a new contact arrives Agent Desktop adds the new contact as a work item to the work list The Top bar appears at the top of the Agent Desktop window The Top bar provides the system status and main controls to operate
60. file from there You must save file attachments with UTF 8 encoding Procedure steps Step Action 1 On the Top bar click User Preferences 2 Select the Preferences tab 3 In the Default Attachment Location box type the path to the folder containing the attachment or click Change to change the current folder location 4 Click Save End Adding an attachment to your e mail response You can add one or more file attachments to an e mail message that you send to a customer 74 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail Procedure steps Step Action 1 Click Insert File 2 Click Attach If you defined an attachment folder in the user settings the default attachment folder automatically appears 3 To add a file from a different location navigate to the appropriate directory or folder 4 Locate and select the file to attach Click Open End Viewing e mail attachments View e mail attachments that a customer attached as well as any files that you or another agent attached using the Contact Details window The attachments can also be based on the accepted contact types voice mail fax or scanned document Attention Some Internet browsers do not support some attachment formats Procedure steps Step Action 1 In the Contact Details window click the History tab 2 Double click Attachments to view attachments in a new browser window End Removing an attachment from an e mail response
61. g the Agent Desktop Install the Agent Desktop if you are starting the application for the first time or if you are starting the application following installation of an upgrade or a patch Prerequisites Ensure that the administrator has configured your Windows User ID in Communication Control Toolkit CCT and that you have a valid user ID password and domain to use with Agent Desktop Procedure steps Step Action 1 In Windows Explorer or Internet Explorer type the HTTP address URL provided by your system administrator The URL format is Contact Center Multimedia servername agentdesktop If you do not use Multimedia NN44400 114 Contact Center Agent Desktop 2 December 2010 19 Using your Agent Desktop functionality then the URL is Communication Control Toolkit servername gt agentdesktop Click Launch Agent Desktop Click Install End Starting the Agent Desktop Start the Agent Desktop when you are ready to open the application Prerequisites Ensure that you install Agent Desktop See Installing the Agent Desktop page 19 Ensure that the administrator configured your Windows User ID in Communication Control Toolkit CCT and that you have a valid user ID password and domain for use with Agent Desktop Procedure steps Step Action 1 In Windows Explorer or Internet Explorer enter the HTTP address URL provided by your system administrator The URL format is Contact Center Multimedia servername gt
62. gent Desktop 2 December 2010 117 Agent Statistics Prerequisites for Agent Statistics Ensure that you have a Contact Center Web Statistics CCWS license Attention Support is not available for microbrowsers such as those available for Win CE 2 0 WinTV PDAs or other portable devices Navigation e Accessing the Agent Statistics tab page 118 e Viewing the Skillset statistic chart page 118 e Viewing the Agent statistic chart page 119 Enabling Service Level alerts page 119 Using the Statistics Ticker page 120 Accessing the Agent Statistics tab Access the Agent Statistic tab to define and view agent and skillset charts Prerequisites Ensure that your status is set to Logged on Procedure steps Step Action 1 On the Agent Desktop Top bar click User Preferences The User Preference and Statistics tabs appear on the left hand side of the Agent Desktop 2 Select the Statistics tab to display the Agent Statistics tab and controls End Viewing the Skillset statistic chart View the skillset statistics chart to monitor statistics for the current skillset Prerequisites Ensure the agent is a member of all necessary skillsets 118 NN44400 114 Contact Center Agent Desktop 2 December 2010 Agent Statistics Procedure steps Step Action 1 On the Agent Desktop statistics tab select Contacts 2 In the Skillset control select the skillset to see the statistics A chart is displayed in the chart area sho
63. he originating agent and the consulted agent The customer is placed on Hold The originating agent s status is Talk Customer Hold The consulted agent s status is Voice Only 4 Speak to the consulted agent and provide any information needed before completing the transfer 5 Click Transfer The transfer is completed If the call is transferred to another agent the originating agent is in Ready status and the consulted agent is in Talking status If the call is transferred to an external party the originating agent is in Wrapup status End NN44400 114 Contact Center Agent Desktop 2 December 2010 55 Predictive Outbound Conferencing in another agent You can conference in another agent in your Contact Center Conferencing in another agent involves several steps particularly if the agent you want to conference in is not in Ready status when you make the initial request When you select an agent or skillset work session or phone and click Consult a request to connect to the agent is generated Following the request one of the following occurs Ifthe requested agent is not logged on the consult attempt fails immediately The originating agent can try to conference in another agent or can click Close to cancel the request If the requested agent is logged on but not in Ready status the consult attempt fails immediately The originating agent can try to conference in another agent or can click Close to cancel the request
64. heck dictionary You can also specify a spell check dictionary for a particular e mail message by selecting a language from the list on the right side of the toolbar The spell check feature highlights words in the SMS text message subject and body that are considered incorrect and presents alternatives which you can accept or ignore If you accept the change the new spelling replaces the original word If you ignore the change the original spelling remains The spell check feature closes automatically when it can find no more misspelled words Procedure steps Step Action 1 When you finish typing your SMS text message click spell check 2 If the spell check feature highlights a word perform one of the following steps e Click Ignore to keep the original spelling of the word e Click Ignore All to keep the original spelling of all instances of the word e Click Add to add the selected word to the dictionary NN44400 114 Contact Center Agent Desktop 2 December 2010 95 Short Message Service text message e Click Replace to replace the word with the suggested text e Click Replace All to replace all instances of the word with the suggested text and to add the word to the dictionary e Click Options to configure conditions for the spell check feature such as to ignore words with digits or words in uppercase e Click Cancel to terminate the spell check feature End Closing an SMS text message contact Close the SMS text messag
65. hony tasks Accept and decline incoming contacts Enter an activity code Place and release a call on hold Transfer a call to another party e Conference a call Make a call Endacall Call a supervisor e Handle an emergency Although you can use your phone to perform certain tasks Avaya recommends that you use Agent Desktop to perform all telephony tasks such as logging on or off changing your ready status accepting or rejecting a call placing a customer on hold transferring a customer calling a supervisor and releasing a call In a SIP enabled contact center there are some telephony tasks that are not available on the agent phones You must perform the following telephony tasks using Agent Desktop Enter Activity codes Call a supervisor Observe a call Supervisor only Barge In on a call Supervisor only You can perform all other telephony tasks using Agent Desktop or the phone These tasks are e Accept and decline incoming contacts Place and release a call on hold Transfer a call to another party Conference a call Make a call End acall NN44400 114 Contact Center Agent Desktop 2 December 2010 29 Telephony Enter DTMF Digits Navigation Accepting a call page 30 Declining a call page 31 Entering an activity code page 31 Placing a call on hold page 32 Releasing a call on hold page 32 Transferring a call page 33 e Conferencing in an
66. ht click the name of the person and then click Consult The person you want to consult must click Accept The current instant message text then appears in the person s Conversation window When your conversation is complete click Close End Conferencing an instant message using Contacts Presence Conference an instant message with another person after you confirm that the person is available by using Contacts Presence Procedure steps Step 1 2 Action On the Agent Desktop click Contacts Presence To conference with an agent from your contacts list click My Contacts tab and perform step 4 to step 7 To conference with an agent from an Instant Experts group click CC Contacts tab and perform step 4 to step 7 Determine the person with whom you want to consult and confirm that they are available Right click the name of the person and click Conference A new Conversation window appears 112 NN44400 114 Contact Center Agent Desktop 2 December 2010 Instant messaging 6 Click Complete Conference The new Conversation window closes and the original Conversation window reappears When the new person begins typing the participant list above the text displays updated contact information for all participants in the conference 7 To leave the conference click Close A message in blue appears in the Conversation window to indicate when a participant leaves the conference The departure is added as an Action
67. ial field 56 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound Attention In manual mode if you press the Transfer Conference buttons on the phone the Transfer Conference dialog box will not appear on Agent Desktop as it does for other modes of predictive outbound 3 Click Consult If the requested agent is available Consult changes to Conference A voice connection is established between the originating agent and the consulted agent The customer is placed on Hold The originating agent s status is Talk Customer Hold The consulted agent s status is Voice Only 4 Speak to the consulted agent and provide any information needed before adding the customer to the conference call 5 Click Conference The conference call is active The originating agent is in Talking status The consulted agent is in Talking status End Hanging up and leaving a conference call Hangup on a call with the customer and depending on the call and agent state leave a conference call with another agent Procedure steps Step Action 1 On the Agent Desktop Predictive Outbound voice path work item click hang up leave conference Hang up and Leave Conference disconnects the agent from the call End Procedure job aid Options when ending a call Predictive Outbound status Result when hangup is clicked Talking The agent is disconnected from the customer and enters Wrapup status Wrapup The call is discon
68. ing tasks when you handle a fax message Accept the incoming fax message Review the fax message Send a reply Forward a fax message Fax messages from customers are forwarded by a fax server to an e mail address within the contact center The fax is sent to an appropriate skillset queue If you are assigned to this skillset then the fax message is presented to you You reply to the fax message by sending an e mail message back to the fax server The fax server then sends the reply fax to the customer Prerequisites Navigation Ensure that your status is ready Ensure that you have the assigned skillset to handle fax messages Accepting an incoming fax message page 81 Declining an incoming fax message page 82 Reviewing a fax message page 82 Replying to a fax message page 82 Closing a fax message page 83 Transferring a fax message page 84 Accepting an incoming fax message Accept an incoming fax message to view the message Agent Desktop presents this new fax message as a new work item in the work list window Procedure steps Step Action On the Agent Desktop work list select the new fax message work item and click Accept NN44400 114 Contact Center Agent Desktop 2 December 2010 81 Fax message The fax message opens in the fax display panel End Declining an incoming fax message Decline an incoming fax message if you cannot handle the fax Procedure steps Step Action 1 On the Agent Deskto
69. intrinsic b amp b OO N a Click Copy End Viewing the Auto Launch Application You can view the Auto Launch Application to identify which default application starts after you accept a voice contact Prerequisites You must accept a voice contact Procedure steps Step Action 1 On the Agent Desktop click Customer Details 2 In the Custom Fields section click the Intrinsics tab In the Auto Launch Application section the default application appears with a check mark End Running a CCT intrinsic associated application If you need an application to manage a voice contact run a CCT intrinsic associated application Prerequisites You must accept a voice contact Procedure steps Step Action 1 On the Agent Desktop window click Customer Details 2 In the Custom Fields section click the Intrinsics tab 3 Right click the required CCT intrinsic value 4 Select the required application NN44400 114 Contact Center Agent Desktop 2 December 2010 125 Customer and contact details End Searching for a contact Search for a contact to create or review a customer contact You can search for a contact based on one or more of the following criteria Agent is is not Last action is is not ID less than equal to greater than Subject contains begins with ends with Status is is not Closed reason is is not activity code Closed date before on after Skillset is is not Type is i
70. ion Codes dialog 3 Click OK If the customer call is still connected both the contact and the customer call are disconnected End 58 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound Procedure job aid Options when ending a call Predictive Outbound status Result when hangup is clicked Talking The Disposition Codes dialog box appears Wrapup The Disposition Codes dialog box appears Conferenced Owner The Disposition Codes dialog box appears ConferencedExt Owner The Disposition Codes dialog box appears Originating a call You can originate a call to a customer when you are in Wrapup status Prerequisites Ensure that you are in Wrapup status Procedure steps Step Action 1 Click Initiate a Call 2 Select one of the customer phone numbers in the Select Destination box OR Manually type a phone number in the Number To Dial box 3 Click Dial End Scheduling a callback Schedule a callback when you want to arrange a callback with a customer for a future date or time Prerequisites Ensure that you have a Predictive skillset designated to handle telephone calls Procedure steps Step Action NN44400 114 Contact Center Agent Desktop 2 December 2010 59 Predictive Outbound 1 Click Schedule Callback In the Schedule Callback window select a Date and Time for the callback Select whether the time for the callback is based on the Agent Local Time or the Customer
71. it to the appropriate skillset Voice mail messages from customers are forwarded by a voice mail server to an e mail address within the contact center The Contact Center Multimedia E mail Manager retrieves the voice mail attachment in WAV format and queues it to the appropriate skillset A scanned document is an electronic version of a printed page or document Scanned documents from customers are forwarded by a document imaging server to an e mail address within the contact center From here the Contact Center Multimedia E mail Manager retrieves the scanned document attachment in TIFF format and queues it to the appropriate skillset Agent statistics Agent Desktop now displays skillset related statistics You can view skillset related statistics on the action bar or in more detail in pie chart or bar chart format in the Statistic control Supervisors can display statistics for all skillsets in pie chart or bar chart format E mail editor improvements The Agent Desktop e mail editor supports the following features Undo Ctrl z support Colored text Highlighted text Ruled lines 8 NN44400 114 Contact Center Agent Desktop 2 December 2010 New in this release Insert image links Hyperlinks Blind carbon copy Bcc is available only when using the e mail address book E mail auto suggest Agent Desktop now supports E mail Auto Suggest When an incoming e mail arrives at the contact center the E mail Manager uses a se
72. ivity Code End Placing a call on hold Place a call on hold to interrupt your current call When you want to speak to the caller again release the call from hold The contact timer on the work item changes to orange characters while the work item is on hold Procedure steps Step Action 1 On the work item click Hold End Releasing a call on hold Release a call that you placed on hold when you want to speak to the caller again Procedure steps Step Action 1 On the work item click Unhold The call is taken off hold the status bar color changes to green End 32 NN44400 114 Contact Center Agent Desktop 2 December 2010 Telephony Transferring a call You can transfer a call to another agent using a supervised transfer or a blind transfer In a supervised transfer the call is placed on hold and you speak to the third party before you complete the transfer In a blind transfer which is the default option you transfer the call without speaking to the third party Attention The blind transfer option on Agent Desktop toolbar is greyed out in a SIP enabled contact center However you can complete the transfer before the third party answers the call perform a blind transfer using the steps in this procedure Attention If you are transferring a call to a voice mail system you must ensure that the correct DTMF tones are transferred to the voice mail system Procedure steps Step Action 1 On the work
73. ivity code Enter one or more activity codes during your calls by using the Agent Desktop Top work item activity in line command Activity codes provide a method to track the time that agents spend on various types of calls For example you can use an activity code to track sales calls by entering that activity code in the Agent Desktop during sales related calls Activity codes are also used to enter Not Ready reasons You can select Activity Codes when you are handling a contact You can select Not Ready codes when your status is Not Ready Your supervisor or system administrator provides activity codes You can use alphanumeric codes Activity codes that are defined in Contact Center Manager Server appear on the Agent Desktop list If a new activity code is added while you are logged on to the Agent Desktop you must log off the Agent Desktop and log on again before you can select the new code from the list The Activity Code box appears on the Work Item based on your contact center configuration If you launch Agent Desktop from the Contact Center Multimedia server the Activity Code box will be populated with default values otherwise you must enter the Activity Codes your Administrator or Supervisor gives you NN44400 114 Contact Center Agent Desktop 2 December 2010 31 Telephony Procedure steps Step Action 1 Select the work item 2 Click the Activity Code work item in line command 3 In the Activity Code box select or type your Act
74. k Mute The Mute button changes to Unmute and other listeners can no longer hear any background noise To mute the call in the Top bar click Unmute The Unmute button changes to Mute and the callers can hear you speaking End Changing the audio settings for softphone You can adjust the audio settings for playback and record if you are using your computer softphone to place and receive calls Procedure steps Step Action NN44400 114 Contact Center Agent Desktop 2 December 2010 25 Using your Agent Desktop 1 On the Agent Desktop Top bar menu click User Preferences Audio Settings 2 In the Audio Settings tab in the Volume section adjust the Playback slider to set the volume for all sound output through your computer speakers or headphones 3 Select the Mute check box below the Playback slider to eliminate any sound output through your computer speakers or headphones 4 Adjust the Record slider to set the recording volume of all sound transmitted through a microphone to your computer 5 Select the Mute check box below the Record slider to eliminate any sound being sent to your computer through the microphone End Configuring the audio devices for softphone You can configure the audio playback and recording hardware if you are using your computer softphone to place and receive calls Procedure steps Step Action 1 On the Agent Desktop Top bar menu click User Preferences Audio Settings 2 In the Audio
75. keep the original spelling of the word e Click Ignore All to keep the original spelling of all instances of the word e Click Add to add the selected word to the dictionary e Click Replace to replace the word with the suggested text e Click Replace All to replace all instances of the word with the suggested text and to add the word to the dictionary e Click Options to configure conditions for the spell check feature such as to ignore words with digits words in uppercase and words with HTML tags e Click Cancel to terminate the spell check feature End 76 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail Closing the e mail contact Close the e mail contact when the contact is complete When you close a contact select a Closed Reason code The Closed Reason codes that appear are applicable to the contact type being closed Procedure steps Step Action 1 Click Close to complete the contact 2 Select one of the configured Closed Reason codes that best describes the reason you closed your e mail message End Postponing work on a contact Postpone work on a contact if you are waiting for further information for the contact Prerequisites Copy and save text from an e mail message to have the information available when the contact becomes active again Otherwise if you started an e mail message and the work is postponed the content of the e mail message is lost Procedure steps Step Action 1 C
76. lback Agent Statistics Display agent statistics scroll bar User preferences Use the User Settings page under the User Preferences menu to select template locations enable the spelling checker define an e mail signature or change your password Use the Audio Settings page under the User Preferences menu to adjust playback and record volume and select playback and record devices while using the computer softphone to place and receive calls NN44400 114 Contact Center Agent Desktop 2 December 2010 17 Agent Desktop User Interface 18 NN44400 114 Contact Center Agent Desktop 2 December 2010 Using your Agent Desktop This chapter describes how to install and configure Avaya Aura Agent Desktop Navigation Installing the Agent Desktop page 19 e Starting the Agent Desktop page 20 Creating a shortcut to the Agent Desktop page 21 Logging on to Agent Desktop when using a desktop phone page 21 Logging on to Agent Desktop when using the softphone page 22 Logging on to Agent Desktop of a SIP enabled contact center page 23 e Changing your password page 24 e Muting and unmuting when using the softphone page 25 Changing the audio settings for softphone page 25 e Configuring the audio devices for softphone page 26 e Changing your status to Ready page 26 e Changing your status to Not Ready page 27 e Accessing online help page 27 Logging off from Agent Desktop page 28 Installin
77. lick Reschedule to postpone work on the contact You still own the contact and can continue to work on the contact when it is rescheduled to you 2 In the Present Contact at dialog box enter the time and date to reopen the contact The default Pending timer is configured in the Contact Center Multimedia Administrator The contact reopens when the Pending timer expires 3 In the Agent Note field add a note to the contact to remind yourself why the contact is in Pending state You can view the pending contact in the History tab End NN44400 114 Contact Center Agent Desktop 2 December 2010 77 E mail Following up on a contact Follow up on a contact after you complete a contact but want to perform a follow up action for example to transfer a contact to another agent Procedure steps Step 1 Action Click Follow up The e mail display control appears Perform the necessary follow up action on the contact End Transferring a contact within the contact center Transfer a contact to another skillset or to a specific agent within the Contact Center When you transfer a contact to a skillset or agent you also transfer ownership of the contact The system automatically forwards the entire contact including any attachments to the new agent You can also add new content to the contact Procedure steps Step 1 2 Action Click Transfer Click the Skillset tab to assign the contact to any agent with a particul
78. ll skillsets Agent Desktop Statistics are generated by accessing the Contact Center Web Statistics CCWS on the Contact Center Manager Server CCMS This is a licensed feature The main Statistics tab parts are e Control Used to select charts types Skillsets Used to display and select skillsets Charts Used to display charts Control e Refresh reloads and resets the skillsets list in the skillset area e Sort Alphabetical sort of skillset icons Due to contact type prefixes on the skillsets names the skillsets are also sorted by contact type e Pie Bar Dynamically changes between pie and bar charts in the chart display area Agents Select agent related statistics Contacts Select skillset related statistics Alerts Activate or de activate the Outlook style alerts if skillsets Service Level falls below the threshold defined Contact Center Manager Administration Skillsets Displays a skillset icon for each available or assigned skillset Supervisors in a multimedia environment see all skillsets Selecting a skillset icon updates the chart with the latest statistics for that skillset The percentage figures on the skillset icons represent the current Service Level for the skillset The icons change to red if the current Service Level fails below the CCMA defined threshold Charts The chart area displays a pie or bar chart This chapter describes how to use the Statistics tab NN44400 114 Contact Center A
79. m Server name or IP The Fully Qualified Domain Name FQDN of the Office Communications Server OCS in the Domain for example OCS Server mydomain com Changing your password Change your password from the default password if you are an agent who handles multimedia contacts The default password is the same as your Agent Logon ID If you forget your password contact your administrator who can reset your password on the Contact Center Multimedia server Procedure steps Step Action 1 On the Agent Desktop Top bar menu click User Preferences 24 NN44400 114 Contact Center Agent Desktop 2 December 2010 Using your Agent Desktop 2 Select the Preferences tab 3 Near the bottom of the Preferences tab in the Password section select Change Password 4 In the Current Password box type your current password In the New Password box type your new password Your new password cannot be the same as your Agent Logon ID In the Confirm Password box retype your new password Click Save End Muting and unmuting when using the softphone Use the mute function when you want to prevent other parties from listening to your conversation or to avoid the background noise during an active call Note The mute function is available only for the My Computer mode Procedure steps Step Action 1 On an active call or during conference perform any one of the following actions To mute the call in the Top bar clic
80. nected available if a second call is connected NN44400 114 Contact Center Agent Desktop 2 December 2010 57 Predictive Outbound Options when ending a call Predictive Outbound status Result when hangup is clicked Talk Customer Hold The agent being consulted is disconnected The remaining agent is available for an agent who initiated reconnected with the customer and returns to Talking status a consultation and placed the customer on Hold Voice Only The agent being consulted is disconnected and returns to Ready status The remaining agent remains connected with the customer available for an agent being consulted Conferenced Passive The agent being consulted is disconnected The remaining agent available for an agent that has remains connected with the customer been conferenced Conferenced Owner The agent is disconnected from both parties and the control of the call is passed to the other conferenced agent ConferencedExt Owner available The agentis disconnected from the external party and the customer for an agent that initiated a They still must disposition the contact conference Ending a contact End a contact with the customer Procedure steps Step Action 1 On the Agent Desktop Predictive Outbound Voice Path work item click Disposition Contact Hangup and Leave Conference disconnects the agent from the call 2 Select a disposition code from the Disposit
81. ng to a voice mail message Reply to an voice mail message when a customer sends a voice mail message to the contact center requesting a response You reply to a voice mail message by phoning the customer Prerequisites Ensure that you have the customer phone from the voice mail or from the Customer Information panel Procedure steps Step Action 1 On the Agent Desktop Action bar menu click Initiate Call 2 In the text box to the left of Initiate Call enter the phone number to dial 3 Click Initiate Call again The phone number is dialed A new work item is added to the work list and the call timer on the work items starts to increment 4 Click Release when you complete the call If required by your supervisor type an activity code in the Activity Code box and then press Enter End Closing a voice mail message Close the voice mail message when the contact is complete When you close a contact select a Closed Reason code The Closed Reason codes that appear are applicable to the contact type being closed Procedure steps Step Action 1 Click Finish to complete the voice message 2 Select one of the configured Closed Reason codes that best describes the reason you closed your voice mail message End NN44400 114 Contact Center Agent Desktop 2 December 2010 91 Voice mail messages Transferring a voice mail message Transfer a voice mail message to another skillset or to a specific agent within the contact
82. o the Contact Center requesting a response Create a response to a customer in the same format as the original request NN44400 114 Contact Center Agent Desktop 2 December 2010 69 E mail You can use several features in the Agent Desktop interface to create your e mail response in HTML or plain text Auto suggestions the address book one or more response templates an automatic signature an attached file the spelling checker You can also add a comment to an e mail message in the Agent Note box for reference for later communications with the customer The customer does not see the content of the Agent Note box Prerequisites Ensure that you understand how to use the address book to reply to a contact See Using the address book to reply to a contact page 72 Ensure that you understand how to create a template response See Using a template response page 74 Ensure that you understand how to use the spell check feature See Using the spelling checker page 76 Ensure that you understand how to add attachments to an e mail message See Adding an attachment to your e mail response page 74 Procedure steps Step Action 1 2 After you review the customer contact click Reply In the E mail Response window accept the default To e mail address with the same e mail address from which the message was sent or click To Cc to add other e mail addresses from the corporate address book or multimedia database In the
83. omer information page 123 e Viewing a CCT intrinsic page 124 e Copying a CCT intrinsic page 124 e Viewing the Auto Launch Application page 125 Running a CCT intrinsic associated application page 125 e Searching for a contact page 126 Printing search results page 127 Viewing a contact page 127 NN44400 114 Contact Center Agent Desktop 2 December 2010 121 Customer and contact details Opening a contact page 128 e Closing contacts supervisors only page 129 Creating a customer record Create a customer record if the multimedia database does not currently have information about a customer You can type the information directly into the dialog box or you can copy text from an open contact into the customer details information You must enter either a telephone number e mail address or SIP Uri for a valid customer record Entering only a customer name does not create a customer record in the database If you create more than one e mail address for a customer you must select a default e mail address to use when you begin a contact with the customer Prerequisites Ensure that you have no customer records currently open Procedure steps Step Action 1 In the Customer Details window click Create In the Title box select a salutory title for the customer In the Last Name box type the surname of the customer In the First Name box type the given names for the customer In the E mail Address box
84. ons contact 101 Sending achat message 102 Adding an auto phrase to achat message 102 Pushing a Web page to acustomer 102 Transferring a chat session 103 Conferencing achat session 104 Ending the Text Chat session 104 Sending the chat log in an e mail message 105 Instant messaging 107 Accepting an instant message 108 Declining an instant message 108 Sending an instant message 109 Using an auto phrase 109 Using suggested Web pages 110 Using spelling checker in an instant message 110 Viewing personnel using Contacts Presence 110 Transferring an instant message using Contacts Presence 111 Consulting on an instant message using Contacts Presence 112 Conferencing an instant message using Contacts Presence 112 Transferring an instant message using the work item control 113 Consulting on an instant message using the work item control 113 Conferencing an instant message using the work item control 114 Ending an instant message 114 Agent Statistics 117 Accessing the Agent Statistics tab 118 Viewing the Skillset statistic chart 118 Viewing the Agent statistic chart 119 Enabling Service Level alerts 119 Using the Statistics Ticker 120 Customer and contact details 121 Creating a customer record 122 Searching for a customer 123 Adding or editing customer information 123 Viewing a CCT intrinsic 124 Copying a CCT intrinsic 124 Viewing the Auto Launch Application 125 Running a CCT intrinsic associated application 125 Searching f
85. oolbar Undo Ctrl z Text font Text style Color text Bold text Italic text text indent Underlined text Highlighted text NN44400 114 Contact Center Agent Desktop 2 December 2010 65 E mail Horizontal line rule support Insert image links Insert hyperlink Text justification Numbered lists Bulleted lists These formatting and additional insertion buttons are only displayed on the e mail editor toolbar when HTML format e mail is selected Plain text format e mail do not support text formatting Blind carbon copy Bcc is available only when using the e mail Address Book 66 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail The following table shows the e mail feature buttons E mail editing and formatting controls Control Function Bold selected text Italicize selected text Underline selected text Align text with left margin Center text Align text with right margin Numbered list items Bulleted list items Indent selected text Outdent selected text Undo last change Redo the last change Change color of selected text Insert a hyperlink Insert a graphic E mail attachment Spell check RSH S EE OO MM MM Ml MM c S E mail signature fad E mail templates Navigation Accepting an incoming contact page 68 Declining an incoming contact page 68 Creating an e mail message page 71 e Verifying customer information page 69 Replying to an
86. or a contact 126 Printing search results 127 Viewing a contact 127 Opening a contact 128 Closing contacts supervisors only 129 6 NN44400 114 Contact Center Agent Desktop 2 December 2010 New in this release The following sections detail what is new in the Avaya Aura Agent Desktop User Guide NN44400 114 Features page 7 Other changes page 10 Features See the following sections for information about feature changes Improved user interface page 7 Multiplicity page 7 New contact types page 8 Agent statistics page 8 E mail editor improvements page 8 E mail auto suggest page 9 New usage modes page 9 Web communications improvements page 10 Improved user interface The main Avaya Aura Agent Desktop user interface is based on a work item paradigm Each agent to customer interaction is a work item Work items appear on the Agent Desktop work list If you perform another interaction associated with that work item for example an IM consultation with an expert then that interaction is displayed as part of the original work item The work list window contains work items and buttons corresponding to the work item The buttons and functions change depending on the items in the work list window When a new contact arrives Agent Desktop adds the new contact to the work list Awork item is a unit of work that is a collection of interactions with other parties The party can be a customer
87. other agent page 33 e Conferencing in a supervisor page 34 Ending a call page 34 Calling your supervisor page 34 Making a call page 35 Using DTMF digits page 35 Using the Emergency key page 36 Observing a call page 36 Ending your observation page 38 Barging in on a call page 37 Accepting a call Accept and work with telephone calls The relevant work item controls become active and the call timer appears in the work item If your administrator configured your contact center to run in Force Call mode you must handle all contacts presented to you Prerequisites Ensure that you are in Ready state Ensure that you have a skillset designated to handle telephone calls Procedure steps Step Action 1 On the Agent Desktop select the new alerting work item and click the Accept work item control 30 NN44400 114 Contact Center Agent Desktop 2 December 2010 Telephony End Declining a call Decline a call if you want to reject the contact and place the contact back in the queue The contact is then queued to another agent and your status becomes Not Ready You cannot receive new incoming contacts until you change your status to Ready Prerequisites Ensure that you are in Ready state Ensure that you have a skillset designated to handle telephone calls Procedure steps Step Action 1 On the Agent Desktop select the new work item and click Reject End Entering an act
88. p select the new fax message work item and click Reject End Reviewing a fax message Use the Agent Desktop fax viewer to review a fax message Prerequisites Ensure that you accepted a fax message and opened it in the fax viewer Procedure steps Step Action 1 On the Agent Desktop fax viewer click Navigate to view all the pages of the fax message 2 Click Rotation to rotate the fax message 3 Click Zoom to magnify the fax message End Replying to a fax message Reply to a fax message when a customer sends a fax message to the Contact Center requesting a response You reply to a fax message by sending an e mail message to a fax server The fax server then sends a fax back to the customer 82 NN44400 114 Contact Center Agent Desktop 2 December 2010 Fax message Prerequisites Ensure that you understand how to use the spell check feature See Using the spelling checker page 76 Procedure steps Step Action 1 After you review the customer contact click Reply 2 In the fax response window accept the default To e mail address with the same e mail address from which the message was sent In the Subject box accept the subject currently displayed or edit the subject Type the reply in the e mail editor text box To sign the e mail or to insert an automatic signature click auto signature o0 Aa Ww If you use HTML text and you want to bold underline or italicize any text select the text and click the ap
89. pane sorted alphabetically by last name 3 Type a name in the search field in the following format last name first name The search field is not case sensitive The list scrolls to the appropriate name or the closest match 4 Select a name and then click To Cc or Bec to add the name to the appropriate recipient list You can double click on a name to add it to the To list 5 To display additional details about any name that appears in the address book select the name and then right click Properties Click Close to close the Properties window and return to the address book After you select all required recipients for the e mail message click OK End Removing a name from the recipient list Remove a name from the recipient list if you do not want to send the e mail to the contact Removing a name from your recipient list does not remove the name from your address book or database Procedure steps Step Action 72 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail 1 Select the name from the To Cc or Bcc field and then press Delete on your keyboard End Creating a template response Create and store your own templates to use predefined messages or responses to typical customer queries You can use part of all of the template text as your e mail response Procedure steps Step Action 1 Create the response message in a text editor such as Notepad 2 Click Save As 3 Name the file using a d
90. ppears before your comments in the conversation frame End Using an auto phrase Use an automatic phrase to add commonly used text to an instant message The administrator defines automatic phrases using the Contact Center Multimedia Administrator Procedure steps Step Action 1 In the Conversation window click Suggest Phrase 2 Click the automatic phrase to use from the list The automatic phrase is added to the Conversation preview window Edit the text if necessary 4 Click Send End NN44400 114 Contact Center Agent Desktop 2 December 2010 109 Instant messaging Using suggested Web pages Use a suggested Web page to add a commonly used Web page URL to an instant message The administrator defines suggested Web pages using the Contact Center Multimedia Administrator Procedure steps Step Action 1 In the Conversation window click Suggest Web Page 2 Click the Web page you want to use from the list The Web page is added to the Conversation preview window 3 Click Send End Using spelling checker in an instant message Use the spelling checker to check spelling before you send an instant message Procedure steps Step Action 1 In the Conversation window click Spell Check ABC icon 2 Click the appropriate button when the spelling checker highlights a word that is not found in the dictionary 3 When the spelling checker is complete click Send End Viewing personnel using Contacts Presence View p
91. pplication click the status drop down icon 50 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound 2 Click Go Not Ready The agent status changes to Not Ready End Changing to Not Ready status when on a contact Change to Not Ready status while still on a contact to indicate that you will not be ready to accept contacts when the current contact is completed Prerequisites Ensure that you have an active contact Procedure steps Step Action 1 From the Agent Desktop application click the status drop down icon 2 Click Go Not Ready The button changes to Not Ready and pending not ready appears in title bar The agent status change remains pending and does not change to Not Ready until the current contact ends End Handling a Predictive or Progressive call Handling a Predictive or Progressive call involves the same procedure for the agent However the Administrator can use Progressive calls to prevent the system from dialing calls that exceed the number of Idle agents Predictive and Progressive calls are delivered to your Agent Desktop automatically The customer is on the line and the customer details and call script appear on your Agent Desktop Prerequisites Ensure that you are in Ready status Procedure steps Step Action 1 Respond to the call when it is presented to you Your agent status is Talking NN44400 114 Contact Center Agent Desktop 2 December 2010 51 Predi
92. propriate button to apply formatting You cannot format plain text J To perform a spell check click Check Spelling In the Agent Note box type additional information about the contact or the customer Only agents and supervisors can view the information in the Agent Note box 9 Click Send 10 Close the contact If required select a reason for closing the contact End Closing a fax message Close a fax message when the contact is complete When you close a contact select a Closed Reason code The Closed Reason codes that appear apply to the contact type being closed Procedure steps Step Action 1 Click Finish to complete the fax message 2 Select a Closed Reason code that best describes the reason you closed your fax message End NN44400 114 Contact Center Agent Desktop 2 December 2010 83 Fax message Transferring a fax message Transfer a fax message to another skillset or to a specific agent in the contact center When you transfer a fax message to a skillset or agent you also transfer the ownership of the contact Procedure steps Step Action 1 Click Transfer 2 Click the Skillset tab to assign the contact to any agent with a particular skillset or click the Agent tab to assign the fax message to a specific agent 3 Select the skillset or agent to which you want to transfer the contact In the Agent Note box type a brief note about the reason for the transfer Click Transfer End 84
93. re control between the office phone and the computer While in Desk Phone mode agents access audio components from the office phone and visual components from the computer The Desk Phone mode is available if you are using Contact Center with Avaya Communication Server 1000 or Avaya Aura Unified Communications platform My Computer The My Computer mode softphone allows agents who are on the move and want to access the telephone switch through the Internet to establish a voice connection over a Voice over Internet Protocol VoIP NN44400 114 Contact Center Agent Desktop 2 December 2010 9 New in this release network You can make or receive voice calls through Agent Desktop using a headset connected to your computer The My Computer mode provides the best IP audio quality that is possible with your connection speeds computer performance and network setup The My Computer mode is available if you are using Contact Center with Avaya Aura Unified Communications platform Web communications improvements Agents using the Web communications feature to communicate directly with customers in real time over the Internet can now transfer or conference a chat session Note The Web communications improvements are available only in Avaya Aura Agent Desktop Release 6 1 Other changes See the following sections for information about changes that are not feature related Windows 7 support page 10 Windows 7 support Agent D
94. re steps Step Action 1 On the Agent Desktop Action bar click Agent Statistics to show or hide the Agent Statistical Ticker On the Agent Statistical Ticker click the gt icon to advance to the next skillset On the Agent Statistical Ticker click on any item in the ticker box to display the Agent Desktop Statistics page 4 To shown or hide Agent Statistical Ticker click the button immediately to the left of it End 120 NN44400 114 Contact Center Agent Desktop 2 December 2010 Customer and contact details Use the Multimedia component to create search view and edit customer and contact details With Avaya Aura Agent Desktop you can perform the following tasks Create a customer record e Search for a customer Add or edit customer information e Search for a contact Print search results View a contact Open a contact Close contacts supervisors only On the Customer Details tab you can view Communication Control Toolkit CCT intrinsics Attention Voice Contact Intrinsics are supported only in SIP enabled contact centers Prerequisites for working with customer and contact details Ensure that you have permission to handle multimedia contacts such as e mail instant message voice mail Ensure that you are a supervisor if you want to close multiple contacts Navigation Creating a customer record page 122 e Searching for a customer page 123 Adding or editing cust
95. ress with the same e mail address from which the message was sent In the Subject box accept the subject currently displayed or edit the subject Type the reply in the e mail editor text box To sign the e mail or to insert an auto signature click auto signature o0 fF OQ If you use HTML text and you want to bold underline or italicize any text select the text and click the appropriate button to apply formatting You cannot format plain text J To perform a spell check click Check Spelling In the Agent Note box type additional information about the contact or the customer Only agents and supervisors can view the information in the Agent Note box 9 Click Send 10 Close the contact If required select a reason for closing the contact End Closing a scanned document message Close the scanned document message when the contact is complete When you close a contact select a Closed Reason code The Closed Reason codes that appear are applicable to the contact type being closed Procedure steps Step Action 1 Click Finish to complete the scanned document NN44400 114 Contact Center Agent Desktop 2 December 2010 87 Scanned document 2 Select one of the configured Closed Reason codes that best describes the reason you closed your scanned document End Transferring a scanned document Transfer a scanned document to another skillset or to a specific agent within the contact center When you transfer a s
96. s chapter describes how to handle outbound calls and callbacks by using Avaya Aura Agent Desktop The campaign administrator creates Outbound campaigns When a campaign runs the system pushes outbound contacts to your desktop in the same way that the system presents voice or multimedia contacts When you accept an outbound contact you are actively working on a call When you accept an outbound contact the Agent Desktop displays the customer information and any other information related to the campaign Some campaigns include a script for you to follow during the call If the campaign administrator selects manual agent dial you can call the customer after you review the customer and campaign information If the campaign administrator selects autodial the system automatically places the call for you after a defined number of seconds You use the Agent Desktop interface to handle an outbound call e Accept the incoming contact e Review and update customer information Follow a script Assign a disposition code You can also use the Agent Desktop to create a callback Both customers and agents can create scheduled callbacks If your Contact Center is licensed for Web communications a customer can request a call from an agent through a Customer Interface Web site From the Web site the customer can specify the reason they are requesting the callback as well as a date and time for the call An agent can schedule a callback to
97. s not of contact Disposition code is is not Mail To contains begins with ends with Mail From contains begins with ends with Arrival date before on after The search results display the Agent who worked most recently on the contact If the search results in more contacts than one page can show use the arrows to move to the Next Previous First and Last page of the search results Prerequisites Ensure that the Action bar is visible Procedure steps Step Action 1 2 Click Contact Search In the first column select the criteria to use for the search for example Status or Skillset In the second column select the logical operators for the search criteria for example is or is not In the third column type your search value for example Closed 126 NN44400 114 Contact Center Agent Desktop 2 December 2010 Customer and contact details Click Search To sort the search results by a column click the column heading of the field by which you want to sort 7 Double click the contact to open End Printing search results You can print the search results of either a customer or contact search Prerequisites Ensure that you have a printer set up and that you know the correct printer settings to select Procedure steps Step Action 1 Generate the search results for a customer or contact search 2 Click Print 3 Select the correct settings for your printer End Viewing a conta
98. se or reject the work item w Pp Hold Place the work item on hold gt 5 EX Transfer Transfer the work item contact amp amp e Conference Conference the work item 4 4 4 Activity code Set the work item activity code i i i Work item details Read work items details Only appropriate controls are displayed on work items Voice related controls are displayed on a voice work item IM related controls are displayed on IM work item Action bar The Action bar contains global controls to create a new work item to search contacts and to open secondary windows The Action bar stays at the bottom of the Agent Desktop window and remains at the bottom as the window expands Example of Action bar layout ag ig iG g WO HVT stie gt i AVAYA aura Agent Desktop Use the Action bar at the bottom of the main interface to make new contacts New voice IM or e mail contacts are collectively called new work in the Work Item Paradigm Action bar commands Icon Name Description E Customer Details View customer details an Contact Presence Contact presence z Initiate Contact Start a new work item a Call Supervisor Call your supervisor DTMF Generate DTMF tones 16 NN44400 114 Contact Center Agent Desktop 2 December 2010 Agent Desktop User Interface Action bar commands Icon Name Description T el Contact Search Search for contacts el Customer Search Search for customers TU Schedule Callback Schedule cal
99. sktop Top bar menu click the Status icon 2 Click Go Not Ready Agent Desktop places you in Not Ready status The status icon changes to orange and the Top bar displays the Not Ready status End Accessing online help Access online help when you need immediate help to perform tasks Agent Desktop includes online help for both agents and supervisors Note Pressing the F1 key will display the online help Procedure steps Step Action 1 On the Agent Desktop Top bar menu click the Help icon click Show Help End NN44400 114 Contact Center Agent Desktop 2 December 2010 27 Using your Agent Desktop Logging off from Agent Desktop Log off from Agent Desktop when you are ready to exit the application A warning message appears asking you to confirm that you want to close the Agent Desktop and log off Prerequisites Ensure that you do not have a contact open If a contact is open you must close the contacts before you log off of the application Procedure steps Step Action 1 On the Agent Desktop Top bar menu click the Status icon 2 Click Log Out Agent Desktop logs you off The status icon changes to red and the Top bar displays the Logged Out status End 28 NN44400 114 Contact Center Agent Desktop 2 December 2010 Telephony This chapter describes how to handle incoming telephone calls from customers by using Avaya Aura Agent Desktop You can use the Agent Desktop to perform the following telep
100. stant message Accept an instant message request to communicate with a customer When an instant message contact is routed to you it appears in the Telephony toolbar The Accept and Reject buttons flash Prerequisites Ensure that you work with an Office Communications Server in your Contact Center Ensure that your status is Ready Ensure that you have been assigned a skillset to handle instant messages Procedure steps Step Action 1 On the new IM work item click Accept The top pane of the Agent Desktop shows the customer details and history of all past interactions with the contact center The bottom pane shows the text window and the tools available for instant messages End Declining an instant message Decline an instant message request if you are sent a contact that you cannot receive When an instant message contact is routed to you it appears in the Telephony toolbar The Accept and Reject buttons flash 108 NN44400 114 Contact Center Agent Desktop 2 December 2010 Instant messaging Procedure steps Step Action 1 On the work item click Reject The contact is placed back in the queue End Sending an instant message Send a response to an instant message that you accepted from a customer Procedure steps Step Action 1 In the text box type your comments to the customer 2 Review your comments before you send them by using the scroll bars if necessary 3 Click Send Your name or agent label a
101. t Center Agent Desktop 2 December 2010 61 Predictive Outbound You can preview or cancel or dial the customer s phone number if the contact presented to the agent is a Preview or manual contact Prerequisites Ensure that you are in Ready status The work session on CPSEE Application server is active Procedure steps Step Action 1 Respond to the call when it is presented to you Your agent status is Talking End Handling a non standard callback call Handling a non Standard callback call is similar to handling a Preview call for the agent A contact is presented to an agent as a result of a scheduled callback of any of the following types Personal Enterprise campaign e Private campaign Enterprise team Private team For any of these callback call types you can preview a call before you or the system dials the customer s phone number You are given a predefined time period to preview the contact Before this time period expires you can dial the customer s phone number or cancel the contact When the Preview time period expires the system dials the customer and presents the call to you Prerequisites Ensure that you are in Ready status Procedure steps Step Action 1 Preview the customer details and the call script that appears on the Agent Desktop Your agent status is Preview Callback The Preview time period begins to time down and the Time Remaining is displayed in the Preview Contact dialog bo
102. t Center Agent Desktop 2 December 2010 85 Scanned document The scanned document opens in the document display panel End Declining an incoming scanned document message Decline an incoming scanned document message if you cannot handle the document Procedure steps Step Action 1 On the Agent Desktop select the new scanned document work item and click Reject End Reviewing a scanned document message Use the Agent Desktop viewer to review a scanned document message Prerequisites Ensure that you accepted a scanned document and opened it in the viewer Procedure steps Step Action 1 On the Agent Desktop document viewer click Navigate to view all the pages of the document 2 Click Rotation to rotate the scanned document 3 Click Zoom to magnify the scanned document End 86 NN44400 114 Contact Center Agent Desktop 2 December 2010 Scanned document Replying to a scanned document message Reply to an scanned document message when a customer sends a scanned document to the contact center requesting a response You can reply to the scanned document by sending an e mail message to a printer The printed e mail message is sent to the customer Prerequisites Ensure that you understand how to use the spell check feature See Using the spelling checker page 76 Procedure steps Step Action 1 After you review the customer contact click Reply 2 In the response window accept the default To e mail add
103. t of rules to determine recommended replies for the e mail message The suggested replies for the e mail message are shown in order of relevance You can open the new e mail read it and then choose a suggested reply to the e mail message A preview of the suggested replies appears in the Auto Suggestions pane so you can choose the appropriate reply After you choose a reply you can edit your e mail response before sending it You can ignore the suggested replies and use the new Agent Desktop Auto Suggestions pane to search for a more appropriate reply You can search for automatic suggestions across all categories or within a specific category with the use of a keyword To contribute towards the overall intelligence of the solution you can create new suggested replies for the customer Suggested replies for e mail messages are ranked in order of usefulness and frequency of use If you use the suggested reply the ranking counter increments and the reply moves higher in the suggestion list If you edit the suggested reply the rank remains the same New usage modes Agents can choose one of the following usage modes depending on their location phone and network Note The new usage modes are available only in Avaya Aura Agent Desktop Release 6 1 Desk Phone The Desk Phone mode allows agents to use the office phone in a contact center environment Agents can use the Desk Phone mode when they are at the contact center and want to sha
104. the Consult Text Chat window you can inform the agent about the reason for the transfer Click Complete Transfer NN44400 114 Contact Center Agent Desktop 2 December 2010 103 Web communications The chat session is now transferred to the agent and is no longer displayed on your Agent Desktop Your status is set to Ready End Conferencing a chat session Conference a chat session to another available agent You can conference only one agent into a chat session Procedure steps Step Action 1 Once you are into a chat session click Consult 2 In the left pane under Transfer to select the skillset from the drop down list 3 Click the appropriate agent name 4 Click Consult The conversation window splits into two In the Consult Text Chat window you can inform the agent about the reason for the conference 5 Click Complete Conference The Consult Text Chat window closes and the original Conversation window reappears When the new agent begins typing it is visible to all three participants 6 When you want to leave the conference click Close A message appears in the Conversation window to indicate when a participant leaves the conference End Ending the Text Chat session End the text chat session when the contact is completed The text chat history is saved automatically and can be printed Procedure steps Step Action 1 Click Finish 2 In the Notes box enter notes about the contact 3 If closed
105. the time to perform the callback In the Date box select the date to perform the callback In the Reason box type additional information about the contact or the customer Only agents and supervisors can view the information in the Reason box Click Send The scheduled callback is entered into the database ready to be routed when the selected date and time occurs End Calling the customer Call a customer when you need to manually place a call With an outbound campaign contact your administrator can configure the call to be automatically dialed when you accept the contact A scheduled callback contact cannot be configured to be dialed automatically You must manually place the call after you review the contact information Prerequisites Ensure that you are assigned to an outbound skillset Procedure steps Step 1 2 Action When the contact is presented to your desktop click Accept On the Agent Desktop Action bar menu click Originate Call to dial the default customer telephone number as displayed in the text box to the left of the Originate Call button In the Enter Destination dialog box click OK to dial the default customer telephone number 44 NN44400 114 Contact Center Agent Desktop 2 December 2010 Outbound calls and callbacks 4 When you complete the call click Release If required by your supervisor enter an activity code in the Activity Code box and then press Enter End NN44400
106. ther agent currently has the contact open and you can only view the contact 5 Click Yes to open the contact The Agent Desktop automatically changes your status to Heady answers the pulled contact and then automatically changes your status to NotReady again 6 View the contact details on the right pane of the Agent Desktop window You can now complete an outbound call reply to an e mail message or add an attachment to an e mail message End 128 NN44400 114 Contact Center Agent Desktop 2 December 2010 Customer and contact details Closing contacts supervisors only Supervisors can close contacts if they want to remove a single contact or a group of contacts by changing the contact status from Open to Closed You must enter a reason for closing contacts Prerequisites Ensure that you are a supervisor Ensure that no agent is currently working on any contact that you want to close Procedure steps Step Action 1 Select the contact to close or select multiple contacts by pressing the Ctrl key while you click each contact Selected contacts are highlighted blue Right click and select Close All In the Close Contact Details window type the reason for closing the selected contacts 4 Click Close End NN44400 114 Contact Center Agent Desktop 2 December 2010 129 Customer and contact details 130 NN44400 114 Contact Center Agent Desktop 2 December 2010
107. to the Contact History End Transferring an instant message using the work item control Transfer an instant message to another available agent using the work item control Procedure steps Step Action 1 On the work item click the Transfer control 2 Determine the person you want to transfer the instant message to and confirm that they are available 3 Right click the name of the person and click Transfer The person you want to transfer the instant message to must click Accept The current instant message text then appears in the person s Conversation window 4 Click Complete Transfer The instant message is now transferred to the person and is no longer displayed on your Agent Desktop Your status is set to Ready End Consulting on an instant message using the work item control Consult on an instant message with another available person using the work item control Procedure steps Step Action 1 On the work item click the Conference control NN44400 114 Contact Center Agent Desktop 2 December 2010 113 Instant messaging 2 Determine the person with whom you want to consult and confirm that they are available 3 Right click the name of the person and then click Consult The person you want to consult must click Accept The current instant message text then appears in the person s Conversation window 4 When your conversation is complete click Close End Conferencing an instant message
108. tures 7 Improved user interface 7 Multiplicity 7 New contact types 8 Agent statistics 8 E mail editor improvements 8 E mail auto suggest 9 New usage modes 9 Web communications improvements 10 Other changes 10 Windows 7 support 10 Introduction 11 Agent Desktop User Interface 13 Work item paradigm 14 Top bar 14 Work list window 15 Action bar 16 User preferences 17 Using your Agent Desktop 19 Installing the Agent Desktop 19 Starting the Agent Desktop 20 Creating a shortcut to the Agent Desktop 21 Logging on to Agent Desktop when using a desktop phone 21 Logging on to Agent Desktop when using the softphone 22 Logging on to Agent Desktop of a SIP enabled contact center 23 Changing your password 24 Muting and unmuting when using the softphone 25 Changing the audio settings for softphone 25 Configuring the audio devices for softphone 26 Changing your status to Ready 26 Changing your status to Not Ready 27 Accessing online help 27 Logging off from Agent Desktop 28 Telephony 29 Accepting acall 30 Declining acall 31 Entering an activity code 31 Placing a call on hold 32 Releasing a call on hold 32 Transferring acall 33 NN44400 114 Contact Center Agent Desktop 2 December 2010 3 Contents Conferencing in another agent 33 Conferencing in a supervisor 34 Ending a call 34 Calling your supervisor 34 Making a call 35 Using DTMF digits 35 Using the Emergency key 36 Observing a call 36 Barging in on a
109. tuses Predictive Outbound status Description Actions Allowed Not Ready Ready Talking Preview Preview Paced Preview Manual The agent cannot receive contacts This is the initial status following agent logon The agent can receive a contact The agent is connected to a contact The agent has received a contact on the Agent Desktop and is previewing the contact before dialing canceling or receiving the contact The agent has received a contact on the Agent Desktop and is previewing the contact before the system automatically connects the call The agent has received a contact on the Agent Desktop and is previewing the contact before dialing or canceling Click Reagy Log off Agent Desktop Click Not Ready Log off Agent Desktop Click Transfer Conference Hold Consult Not Ready pending Callback Disposition or Hangup Dial the contact s phone number Cancel the contact Receive the call when the timer expires None Dial the contact s phone number Cancel the contact NN44400 114 Contact Center Agent Desktop 2 December 2010 49 Predictive Outbound Predictive Outbound statuses Predictive Outbound status Description Actions Allowed Preview Callback Preview Callback Manual Wrapup Talk Customer Hold Voice Only Conferenced Owner Conferenced Passive ConferencedExt Owner The agent has received a callback contact on th
110. ustomer on hold and conference in your supervisor Speak to your supervisor if necessary before you conference in the customer Click Conference again to take the customer off hold and conference in the customer and your supervisor End Ending a call End a call when a call is completed If you were in Ready status before the call you automatically return to Ready when you terminate the call If you require time to perform call wrap up tasks before you accept another call change your status to Not Ready and enter a Not Ready Reason Code in the Code field of the Top bar Not Ready Reason codes are defined by the administrator Procedure steps Step Action 1 On the work item click Release End Calling your supervisor You can call your supervisor if you are not currently handling a call 34 NN44400 114 Contact Center Agent Desktop 2 December 2010 Telephony To call a supervisor when you are on a call see Conferencing in a supervisor page 34 Procedure steps Step Action 1 On the Agent Desktop Action bar menu click Supervisor End Making a call Make a call using Agent Desktop Ensure that you follow the steps based on the type of phone number you want to call the default phone number anew external phone number anew internal phone number Procedure steps Step Action 1 On the Agent Desktop Action bar menu click Initiate Call 2 In the text box to the left of Initiate Call enter the phone
111. ver Address and License Type and then click Save this profile 8 If you are configured to handle Multimedia contacts such as e mail in the Multimedia tab type your ID and Password 9 Click Login The status icon changes to Not Ready and a My Computer softphone Registered message appears on the Top Bar of the Agent Desktop The Registered message means that you can now place and receive calls using your computer softphone Call control on the computer softphone is exactly the same as using a desktop phone End Variable definitions Description Value Extension The extension number appears in the Extension box based on your configuration Password The password for the extension Server Address The server address of the telephony switch License Type The Contact Center license type ID Multimedia Your logon ID appears in the ID box based on your Communication Control Toolkit configuration Password Multimedia Initially for multimedia agents your password is the same as your Agent Logon ID You must change your password using the steps in Changing your password page 24 The system verifies your password and logs you on to the Agent Desktop application The Logged Out button changes to Logged In Logging on to Agent Desktop of a SIP enabled contact center Log on to the Agent Desktop after you start the Agent Desktop application When you log on the system automatically configures your status to Not Read
112. wing the statistics 3 You can toggle between a pie and bar chart by clicking the pie bar button on the main statistics tab End Viewing the Agent statistic chart View the agent statistics chart to monitor statistics for agents in a skillset Procedure steps Step Action 1 On the Agent Desktop statistics tab select Agents 2 In the Skillset control select the skillset for which you want to see Agent related statistics A chart is displayed in the chart area showing the statistics 3 You can toggle between a pie and bar chart by clicking the pie bar button on the main statistics tab End Enabling Service Level alerts Activate Outlook style alerts if skillsets Service Level falls below the CCMA defined threshold Procedure steps Step Action 1 On the Agent Desktop statistics tab click the Alerts check box to enable Service Level alerts If a skillset Service Level falls below the CCMA defined threshold a alert message box appears on the bottom right hand side of the screen Clicking on this alert box automatically opens the Agent Desktop statistics tab End NN44400 114 Contact Center Agent Desktop 2 December 2010 119 Agent Statistics Using the Statistics Ticker The Agent Desktop Action bar contains an Agent Statistics Ticker The Agent Statistics Ticker displays assigned skillsets contacts waiting in square brackets and skillset name on a scrolling display that loops every 30 seconds Procedu
113. work items on the work list When a new contact arrives Agent Desktop adds the new contact as a work item to the work list The following figure shows the work list windows and controls Example of work list layout Working id sip 5214 ccmmlab dev 00 00 33 m Working IM SOS Skillset sip sk ccmmlab dev IM_SOS Skillset 00 01 07 2 Working EM Default Skillset rj ccmmlab dev EM Default Skillset 00 01 53 3 The illustrated work list shows three work items 1 A voice call work item at the top of the work list 2 An instant Message IM work item in the middle of the work list 3 An e mail work item at the bottom of the work list The e mail is on hold Awork item is a collection of interactions with a customer another agent a supervisor or an expert Awork list is a collection of work items When you receive a new contact it is added to the work list so that you can monitor your current contacts When you finish with the contact or reject the contact the work item is removed from the list NN44400 114 Contact Center Agent Desktop 2 December 2010 15 Agent Desktop User Interface Work item controls Each work item has a number of contact related controls These controls change depending on the work list window behavior and contact type Examples of work item controls Voice IM E mail Name Description C p x Accept Accept the work item gt x Release Relea
114. ws Installer 3 1 Redistributable v2 Microsoft Visual C 2005 SP1 Redistributable Package x86 NN44400 114 Contact Center Agent Desktop 2 December 2010 11 Introduction Navigation Agent Desktop User Interface page 13 Using your Agent Desktop page 19 Telephony page 29 Outbound calls and callbacks page 39 E mail page 65 Fax message page 81 Scanned document page 85 Voice mail messages page 89 Short Message Service text message page 93 Web communications page 99 Agent Statistics page 117 Instant messaging page 107 Customer and contact details page 121 12 NN44400 114 Contact Center Agent Desktop 2 December 2010 Agent Desktop User Interface Use Agent Desktop to handle voice e mail outbound Web communications instant messaging voice mail fax scanned documents and SMS text message contacts Use Agent Desktop in the following situations e to handle voice contacts when Agent Desktop is installed on a Communication Control Toolkit server to handle voice contacts outbound contacts voice calls from you to customers e mail messages or Web communications contacts when Agent Desktop is installed on a Contact Center Multimedia server e to work with the Microsoft Office Communications Server to handle voice and instant messaging in a SIP enabled contact center This chapter describes the main user interface of the Agent Desktop application There are three main sections to the Agent D
115. x 62 NN44400 114 Contact Center Agent Desktop 2 December 2010 Predictive Outbound 2 Choose one of the following actions Select one of the customer phone numbers that appears in the Preview Contact dialog box and click Dial to call the customer e Click Cancel to cancel the contact e Respond to the call when the Preview time period expires and the system automatically presents the call to you If you or the system dials the customer your agent status is Talking If you Cancel the contact your agent status is Ready End NN44400 114 Contact Center Agent Desktop 2 December 2010 63 Predictive Outbound 64 NN44400 114 Contact Center Agent Desktop 2 December 2010 E mail This chapter describes how to perform e mail tasks by using the Avaya Aura Agent Desktop Accept the incoming e mail contact Review and update customer information Send a reply Add an attachment Insert a template or autosignature Forward an e mail message Finish an e mail message Spell check an e mail message You can also use Agent Desktop to create a new e mail message Example of e mail toolbar EME A EJ AS Format HTML Dictionary English US 56 B P m The Agent Desktop e mail editor offers improved e mail editing formatting feature buttons and management in HTML format e mail messages The feature buttons are added to the bottom of the e mail t
116. xchanging messages A customer requests a chat session by clicking a text chat icon on the Web site The customer is presented with a form to fill in and can select the appropriate skillset subject and objective for their chat session The customer is then placed into Web on hold or a similar treatment configured in your contact center while waiting for an agent to accept their chat request The text chat frame displays a complete record of the conversation as well as any URLs that you previewed or pushed to the customer Each chat message can contain up to 4045 characters Agent Desktop can be configured to give visual and audible alerts when a contact is presented These features are configured by an administrator using the Contact Center Multimedia Administrator For information about enabling or disabling these features see Avaya Aura Contact Center Server Administration NN44400 610 After you accept the contact you can view the customer details and a history of all past interactions with the contact center in the left pane such as the most recent message sent by the customer whether the customer s browser is still connected to the session and whether the customer is currently typing a message The right pane of Agent Desktop shows the tools used for Web communications Send the Message Add the comments from the Chat box to the Conversation frame Push the URL Send a selected URL to the customer s browser Ad
117. xt message page 94 Using the spelling checker page 95 e Closing an SMS text message contact page 96 Transferring an SMS text message page 96 Accepting an incoming SMS text message Accept an incoming SMS text message to display customer details and begin contact with a customer Agent Desktop expands to show the customer details and the call timer appears in the work item The new incoming SMS text message is presented as a new work item in the work list window Procedure steps Step Action NN44400 114 Contact Center Agent Desktop 2 December 2010 93 Short Message Service text message 1 On the Agent Desktop work list select the new SMS text message work item and click Accept The SMS text message opens in the display panel The customer details for the SMS Test message opens in the bottom left hand Customer Details panel End Declining an incoming SMS text message Decline an incoming SMS text message if you cannot handle the contact Procedure steps Step Action 1 On the Agent Desktop select the new SMS text message work item and click Reject The SMS text message work item is removed from the work list End Replying to an SMS text message Reply to an SMS text message when a customer sends an SMS text message to the contact center requesting a response Create a response to a customer in the same format as the original request You can use several features in the Agent Desktop interface to create
118. y Change your status to Ready to indicate that you are available to handle all media types for which you are licensed If you are assigned to a skillset for a particular contact type you can receive and create contacts in that contact type Procedure steps Step Action 1 Start the Agent Desktop 2 On the Agent Desktop Top bar from the Status list select Logged Out NN44400 114 Contact Center Agent Desktop 2 December 2010 23 Using your Agent Desktop 3 In the Enter Login details window perform one of the following tasks e If your user profile is configured in Office Communicator OC and OC is installed on the PC running Agent Desktop ensure that the information in the Sign in name Password Domain Uri and Server name or IP fields is correct e f your user profile is saved locally on the PC running Agent Desktop click Load saved profile f you create a new user profile enter your Sign in name Password Domain Uri and Server name or IP and then click Save this profile 4 Click OK If an OC client runs on the PC running Agent Desktop a warning message appears Click Yes to close the OC client End Variable definitions Description Value Sign in name User name for example agent5001 Password Password Domain The Windows domain in which the user name and password are configured in Active Directory Uri The SIP URI of the Windows user for example sip AgentID mydomain com or Username company co

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