Desktop Client Application User Guide
Contents
1. Desktop Client Application User Guide Version 8 x 3 04 2014 Americas Headquarters OAISYS 7965 S Priest Drive Suite 105 Tempe AZ 85284 www oaisys com 480 496 9040 OVERVIEW The OAISYS Desktop Client is a powerful desktop application that dramatically enhances the OAISYS solution experience This guide provides installation procedures and details on the available features OAISYS Desktop Client Application User Guide 1 AW ZOAISYS de INSTALLATION Browse to the server URL The URL may be similar to this http ServerName DesktopClient NOTE Secondary DNs are supported within the Desktop client this configuration requires the primary extension be configured as the extension for the client The page shown below will display in the browser Click on the Get Started button to install the application D AEN En EO ea O gt X Desktop Client ile Ze View Favorites Tools Help If an OAISYS Client has not been previously installed on this system you may be prompted to install Microsoft NET Framework 3 5 Service Pack 1 and NET Framework 4 Simply click Instalf and the NET Framework will be delivered and configured automatically OAISYS Get Started Get Started 4 NOTE When starting the Desktop Client for the first time from IE10 the application will be blocked and a Windows Smart Screen message will be displayed noting Windows protected your PC There is an option to Run Anywa2. The user can end the coaching session at any time The coaching session can continue even after the call is complete until one of the OAISYS Desktop Client Application User Guide 8 OAISYS Desktop Client Application User Guide participants ends the session VIEW LAST CALL INSTANT RECALL The Desktop Client User can click once on the View Last Call Instant Recall button to bring up the last call they were on in the Management Studio gt Historical Calls This requires the user have permissions enabled to access the call and permissions enabled to use the OAISYS Management Studio upset caller Public Safety NOTE The View Last Call Instant Recall button can be configured to view the last call or other preconfigured options as shown here View Last Call View Last 1 Hours View Last 2 Hours Show Instant Recall View Last Hours View Last 24 Hours Exit SOAISYS OAISYS DESKTOP CLIENT MENU This screen provides customization of the OAISYS Desktop Client Menu preferences each tab and selection options are discussed in further detail on the following pages To view or edit Preferences Select File gt Preferences File No Visual Notification Show Rollup Notification Popup Main Screen E Play Audio Tone es Coach Session Visual Notification Play Audio Tone as Visual Notification No Visual Notification Show Rollup Notification
3. Device select the device type to use for the Desktop Client gt Agent gt Extension gt Any OAISYS Desktop Client Application User Guide 13 Custom Buttons Instant Recal Custom Buttons Defaults Button Border and Comer Border Height Rounded Comer Radius 1 5 0 11 Button Colors Preview Preview Custom Buttons Configuration upset caller Public Safety Customer Level Custom Buttons Defaults Select the desired height for the button borders and corners gt The height can be from 1 to 5 gt The radius can be from 1 to 11 Button Colors Text Color select the color for the text display on the buttons Background Select the color for the background display on the buttons Preview Click Preview to view a sample of what the button will look like OAISYS Desktop Client Application User Guide 14 Instant recall button View Last Call Custom Instant Recall Click the Add button to configure additional timeframes for instant recall gt Up to four additional time frames can be entered gt The timeframe is from 1 to 24 hours Instant recall button select the timeframe to be displayed for the main Instant Recall button which appears in the Desktop Client application MM T OAISYS Desktop Client Logged in as lindaCA with x1009 shay ve A JO Ria No Call In Progress fo __wpsetcaler_ PubicSeiey GREENE Non Energency NOTE The timeframes referenced above can be accessed
4. 00317 11 03 13 4 Notify icon clicked 00318 11 03 14 5 Bringing to front 00322 11 06 27 8 Bringing to front 4 ot OAISYS Desktop Client Application User Guide Outside Name BLUE VIOLET NET Date 3 29 2011 714 708 9431 714 708 9431 480 529 6149 480 529 6149 602 222 3456 317 802 2526 Start Time 16 SOAISYS TOOLS REGISTER COM INTERFACE Click this once to register the interface that is required for some API integrations HELP CONTENTS Display the contents of the OAISYS Desktop Client application ABOUT Display the current version information OAISYS Desktop Client Application User Guide 17
5. AISYS Desktop Client Application User Guide 4 ay FOA ISYS ACTION TYPES Account Code When the user clicks the corresponding Resch Account Code button the hard coded account code will be added to the call However if this field is left blank the user will be prompted to enter an account code Add Annotation When the user clicks the custom button they are prompted to attach an annotation to the call This information becomes part of the call and is searchable from the OAISYS Management Studio Custom Button Button Label Address Action Type Subject Shipping Address Message Preview Address Subject Enter the subject of the annotation Each time the user clicks this button this subject will appear as the subject of the annotation If left blank the user will be able to enter any subject Message Enter a message that will appear each time the user clicks the annotation button If left blank the user will be prompted to enter the message or body of the annotation Example Mheer The user clicks on a button called Shipping Address Shipping Address is Subject Shipping Address hard coded as the subject and the user would enter the address provided by the caller in the pop up window OAISYS Desktop Client Application User Guide 5 SOAISYS Navigate to Web Address Enter the URL so when a user clicks this button their browser will launch and they will be taken to the
6. Popup Main Screen Play Audio Tone LM Transparency 0 go OAISYS Desktop Client Application User Guide 10 IZ SOAISYS GENERAL TAB Always on Top Check this box to keep the OAISYS Desktop Client application on top of all other applications on the desktop On New Phone Call Check the radio button to indicate the desired behavior when the user is active on anew phone call No Visual Notification The application will remain displayed or in the tray Nothing will change when a new phone call begins Show Roll up Notification When a new phone call starts the application will roll up briefly to indicate an active phone call is in progress It will roll back down automatically Popup Main Screen When a new call starts the application will popup on your screen It will not roll down automatically Play Audio Tone Play the selected tone when a new call arrives On New Coach Session Check the radio button to indicate the desired behavior when a new coaching session is active No Visual Notification The application will remain displayed or in the tray Nothing will change when a new coaching session begins Show Roll up Notification When a new coaching session staris the application will roll up briefly to indicate a coaching session is active It will roll back down automatically Popup Main Screen When a new coaching session begins the application will popup on the screen It will not roll down automa
7. RDING CONTROL The user must have permission enabled to start or stop a recording in progress To start or stop a recording click on the Stop Siart button circled below H a Um v a oT n Progress Outside Number 602 222 3456 le upset caller Public Safety K CALL INFO The call information displayed on inbound and outbound calls includes the extension and outside number Intercom call information is not displayed in the OAISYS Desktop Client for trunk side recording CALL TAGGING ADDING INFORMATION TO A CALL Six programmable buttons are available for customization by users with permissions enabled or a Call Manager can publish buttons per user user group OAISYS Desktop Client Application User Guide 6 OAIS YS ADD A CUSTOM BUTTON Click on the Add Button icon circled below to launch the Custom Button pep up Button Label VIF Account eim Ti Preview VIP Account NOTE If the icon appears grayed out that indicates the user does not have permission to add buttons or the maximum number of buttons six have already been programmed Button Label Enter a name for the button Action Type Select an option from the drop down list Each type will be discussed in greater detail below Text Color Select the text color for the button Background Select the background color of the button not including the text Preview Click to see what the programmed button will look like O
8. at any time from the icon in the tray and are available in the drop down list for the main Instant Recall button View Last Call View Last 1 Hours View Last 2 Hours View Last 8 Hours View Last 24 Hours Instant Recall Exit OAISYS Desktop Client Application User Guide 15 4 SOA ISYS EXIT Click once to Exit the application NOTE Users must be given the permission to exit the application by an administrator VIEW CALL HISTORY Click once to display the calls in the Historical Calls view File Wiew Config Tools Automation Help Historical Calls My Calls Pca O 1 130f3 O jo EE Calls Shared Enh li ot Start Date Time Duration 3 29 2011 1 21 4 7 08 3 29 2011 12 58 1 28 3 29 2011 10 37 3 19 3 29 2011 10 19 11 21 3 29 2011 9 42 3 1 46 3 29 2011 15 4 1 38 HI Selected Call Outside Number 714 708 9431 3 D da TETTEY Detailed View IN Details At Time 3 47 3 HH a BLUE VIOLET NET 714 708 EVENT LOG This is used for troubleshooting purposes 00305 11 02 02 8 Tx DR Triton cdi3l 3456 Bytes 00310 11 02 02 S Saving instant recall settings lt InstalRe 00311 11 02 02 8 Tx DR Triton cmd i32 5611 Bytes 00312 11 02 02 8 Rc DC Triton cmd i31 0 3305 Byt 00313 11 02 02 8 Rx CF Triton cmd i32 0 00314 11 02 11 2 Notify icon clicked 00315 11 03 00 2 Notify icon clicked 00316 11 03 01 7 Bringing to front
9. efer to the OAISYS Administrator Guide for more information COACHING The user can request help from Call Managers while on an inbound or outbound call Click the Request Help button A message will go out to all Call Managers who are logged into the system OAISYS Desktop Client Application User Guide 7 ay ISYS The Call Managers can respond 1 Ignore the Request 2 Accept the Request 3 Deny the Request i If the request is denied a reason can be entered for the file More than one Call Manager may accept the request from the user The user can cancel their request at any time by clicking on the Cancel Request button which appears after a Request Help message is sent Click on the sign to expand the coaching conversation as shown below Start coaching session User linda joined coaching session User lindaCA joined coaching session linda How can help you lindaCA need help with this caller linda Okay Im listening live now lindaCA Can you tell me if can give her a discount linda Based on the circumstances suggest 10 off her total lindaCA Great thank you linda No problem User linda left coaching session End coaching session Once a Call Manager accepts the user s request their name will appear in the Coaching Conversation The user and Call Manager can send text messages URLs screen captures and files or shortcuts to one another
10. preprogrammed URL This can also be programmed for a path to an important file on the PC or a document etc Button Label Training Info URL waw traininginfo com Action Type Preview Training Info Share URL with Coaching Participants Enter the URL so when a user clicks this button during a coaching session the coaching recipient s browser will launch and they will be taken to the URL programmed here This can also be programmed for a path to an important file on the PC or a document etc E E Button Label Training Info URL www trainingresources com Action Type Share URL with Coaching Participants Preview Training Info OAISYS Desktop Client Application User Guide 6 SOAISYS Set Call Data Field Select a field from the drop down list This can be set to Prompt for Field which will allow the user to select from the drop down list while on a call Custom Button Button Label Customer Levels Action Type Set Call Data Field v Preview Customer Level Example Callers are identified according to customer level The user takes a call and clicks the Customer Level button which then prompts the user to select the level and continue the call The Call Manager can later run a report to see how many times their Platinum Level customers called over the past month NOTE This drop down list will be populated with fields that have been set up in the Administrator Please r
11. r or agent ID which is configured by the system administrator If you are assigned multiple extension numbers or a combination of extensions and an agent ID the Active Device window will prompt you to select which extension or agent ID is associated with the Desktop Client session If you have multiple extensions or agent IDs associated with your account you can select one of the following options e Agent e Extension e Any This determines which specific agent ID single extension or any extension is associated with the Desktop Client session Selecting Any will allow you to use the Desktop Client when you have calls on any extension associated with your user log in OAISYS Desktop Client Application User Guide 4 SOAISYS Select Active Extension or Agent Extension Greg Castagna amp 1004 Any NOTE When using this feature in conjunction with the Auto Log In option the Desktop Client will bypass the extension selection and connect with the last selected option To change your extension selection you must log out uncheck the Auto Log In checkbox and log back in OAISYS Desktop Client Application User Guide 5 34 ZOAISYS The OAISYS Desktop client can be used to Stop or Start a recording permission e Add information to a live call based e Request help from a manager or View information about a call in participate in a coaching session pregiees e View the Last Call or Calls RECO
12. tically Play Audio Tone Play the selected tone when a coaching session begins OAISYS Desktop Client Application User Guide 11 ay SOAISYS I K On New Coaching Message Check the radio button to indicate the desired behavior when a new coaching message is received No Visual Notification The application will remain displayed or in the tray Nothing will change when a new coaching message is received Show Roll up Notification When a new phone call starts the application will roll up briefly to indicate a new coaching message arrives It will roll back down automatically Popup Main Screen When a new coaching message arrives the application will popup on your screen It will not roll down automatically Play Audio Tone Play the selected tone when a new coaching message arrives Transparency Use the slider bar to indicate the desired percentage of transparency for the Desktop Client application OAISYS Desktop Client Application User Guide 12 SOA ISYS SERVER TAB E Automatically log me in E Automatically startup when PC starts Select Active Device User Login Selections for login behavior Automatically log me in Check this box to indicate the system should log in automatically when the Desktop Client application starts Automatically startup when the PC starts up Check this box to indicate the Desktop Client application should start up automatically when the PC starts Select Active
13. y select that option to continue OAISYS Desktop Client Application User Guide 2 SOAISYS a Enter the user name and password NOTE The system may require a password change after the first successful log in If the user account is configured to use Windows Authentication it will not require the user to log in Okay Shutdown Automatically log me in E Hot Desk b Auto Log In Enter a check mark in the box to indicate the system should automatically login next time it will use the last populated login information to automatically bypass entering your login credentials c Hot Desk RTP If using the Hot Desk RTP feature users must select the Hot Desk checkbox NOTE The first time the Hot Desk checkbox is selected the Port combo box will be blank Click the Refresh Poris button to query every Tracer in the system this will populate the combo box with the Location Names of all HDRTP ports Select the proper Location Name to log in OAISYS Desktop Client Application User Guide 3 Authentication System Authentication Usemame Bruce Password Automatically log me in V Hot Desk station 37 7 Refresh Ports NOTE Subsequent logins will automatically populate the last selected friendly Location Name Using the Refresh Ports button will populate a complete list of available ports d Active Device Your log in must be associated with at least one extension numbe
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