1 Agent Tasks Call Center Interface The following elements are available from the Call Center interface: Menu bar Located at the top, it allows you to set up your preferences for using the Call Center. Global Message Area Located below the Menu bar, displays the last incoming call from a Premium call center. Switchboard Located below the Global Message Area, allows you to manage current calls. ACD/Control panel Located below the Switchboard, allows you to: Modify your availability state (Availability combo-button including Available, Unavailable, and Wrap-Up states) Manage calls (Dial, Trace, Answer/Hold, Transfer, Conference, End, Escalate, and Emergency buttons) Content panel Is where directories appear. Status bar- Located at the bottom of the main interface, displays your phone number (if available), Outbound DNIS button (Premium queues), your user ID, your status for Do Not Disturb, Call Waiting, Auto Answer (if enabled), and your current availability to take calls. Agent ACD States Your ACD state can be one of the following: Available You are available to receive calls. Unavailable You are not available to receive calls. Wrap-Up You are wrapping-up a call and temporarily unavailable to receive calls. Configure Your ACD State You can set your sign in and post call ACD availability state. 1. On the Menu bar, click Tools and then Options. 2. Click the Agent tab. 3. Set the Agent post sign-in ACD state to Available or Unavailable. 4. Set your Agent post call ACD state to Wrap-Up, Available, or Unavailable. 5. If you set the Agent post sign-in ACD state or Agent post call ACD state to Unavailable, select an unavailable code. 6. If you set your post call state to Wrap-Up, select the Agent timed Wrap-Up box and select the length of time before your status changes to Available upon the completion of a call. Change Your ACD State and Set Unavailable Code 1. To change your availability state, click the Availability button and select your new state from the drop-down list (Available, Unavailable, or Wrap-Up). 2. If the Unavailable Codes feature is enabled and you select Unavailable as your ACD state, a list of codes to choose from appears. Select the code that best describes the reason for your unavailability. Select Your Outgoing Call Identity 1. On the Status bar, click the Call As button. 2. Select the phone number to display when you are making a call from the list. 3. To call as yourself, select Myself. 4. To reset the default number, select Default. Dial from Directory 1. In the Content panel, select the target directory. 2. Click the phone number you want to call. Dial Ad Hoc Number 1. Click Dial 2. Select the number from the dial pad. Redial Number Up to 10 previously dialed numbers are available. 1. Click the right Dial button. 2. From the list, select the number you want to call. NuWave Communications, Inc.
2 Dial from Search 1. In the Content panel, select the target directory. 2. In the Search box, type your search criteria.. 3. Press Enter. 4. Click the phone number you want to dial. Dial from Call History 1. From the Menu bar, select Tools Call History. 2. Select the call history you want (Dialed Calls, Received Calls, or Missed Calls). 3. Click the phone number you want to call. Answer Call Calls can be answered automatically or manually. To answer calls automatically: From the Status bar, select and check Auto Answer. The manual mode appears. NOTE: This feature works only if your device is Advanced Call Control (ACC)-compliant. To answer a call manually: 1. On the Switchboard, select an incoming call. 2. Click Answer. View Incoming Call Details When you receive a call, a notification window pops up on top of the system tray displaying the name and number of the caller. In addition, for Premium queues, it displays: Name of the ACD queue DNIS name and number Wait Time of the call Number of calls still in queue (Queued Calls) Blind Transfer Call Calls can be blind transferred while active, held, or ringing (in) on your phone. 1. On the Switchboard, select the call to transfer. 2. Dial or select the number to call. The first call is put on hold. 3. Before the second call is answered, select both calls on switchboard and click Transfer. Transfer Call with Consultation Calls can be transferred with consultation while active, held, or ringing (in) on your phone. 1. On the Switchboard, select the call to transfer. 2. Dial or select the number to call. The first call is put on hold. 3. When the second call is answered, speak to the party. 4. Select both calls on the switchboard and click Transfer. Transfer to Queue While on a call, click Transfer and select the destination queue from the list. Transfer to Ad-hoc Number While on a call, click the right Transfer button and enter the number using the number pad. Hold Call This function is not available from a remote office. 1. From the Switchboard, select an active call. 2. Click Hold. Unhold Call This function is not available from a remote office. 1. From the Switchboard, select a held call. 2. Click Unhold. End Call 1. From the Switchboard, select the call to end. 2. Click End. Generate Call Trace To generate call trace for a current call: 1. Select an active, held, or conference call on the switchboard. 2. Click the Trace icon. A call trace notification is generated, containing the name and address of the parties, the timestamp of the call, the call ID, and the system ID. To generate a call trace for the last released call: Click Dial and then click Trace Last Call at the bottom of the Dial Pad, to generate a trace for the last ended call. Tag Call with Disposition Codes To assign disposition codes to a current call: 1. Select a call on the Switchboard. 2. Click the Disposition Code icon in the row for the call and select a disposition code from the drop-down list. The code is applied to the call and sent to the server. To assign disposition codes when you are in the Wrap-Up state: Click the right side of the Wrap-Up button and select one or more disposition codes from the drop-down list. The codes are applied to the last released call. Start Conference On the Switchboard, click the Link column of the calls to conference and click Conference. Alternatively, while on a call, dial a number or select a contact; then click Conference and select Start from the list. Hold Conference To hold a conference, click Conference and select Hold. The other parties can continue their conversation. Unhold Conference To unhold a held conference, click Conference and select Unhold. Leave Conference To leave a conference, click Conference and select Leave. Drop Call from Conference On the Switchboard, select the call you want to drop and click End. PAGE 2 of 6
3 End Conference To end a conference, click Conference and select End from the list. Blind Escalate Call To blind escalate a call to a supervisor: 1. While on the call, click Escalate to let the system automatically select a supervisor, or click right Escalate and select the supervisor s name from the list. 2. Click Transfer, before the call is answered. Escalate Call with Conference To conference a supervisor into a conference: 4. To leave the conference, click Conference and select Leave. Escalate Call with Consultation 1. While on a call, click Escalate to let the system automatically select a supervisor, or click right Escalate and select the supervisor s name from the list. 3. Click Transfer. Escalate Call with Hand Over Use this method to escalate a call to a supervisor through a conference call and then leave the call. 4. When the conference is established, click Conference and select Leave. Escalate Call with Individual Mid-Conference Hold 4. To put an individual party on hold, select the party from the Switchboard and click Hold. Escalate Call with Mid-Conference-Hold 4. To put the conference on hold, click Conference and select Hold. The other parties continue their conversation. Escalate Call with Emergency While on a call, click Emergency and select an available supervisor s name from the list. A three-way conference is immediately established. An icon next to the supervisor s name indicates their availability. Save vcard When Outlook is running, you can save the active caller s phone number and personal information as a vcard in Outlook. While a call is active, click the Add vcard button in the call pop-up notification window. Open URL You can open a URL page in your browser, to obtain more information about the incoming call. This page contains information about the calling party encoded in its URL. While on a call, click the Web Pop URL button in the call pop-up notification window. Display Call History From the Menu bar, select Tools Call History. Order Call History To order the call history according to a column: 1. In the Tools Call History dialog box, click the column header. The history log is sorted in descending order. 2. Click the column header again to change the order to ascending. Delete Call History To delete all call logs: In the Call History tab, click Clear All and then confirm your action. This clears all call logs entries in Call History. To delete selected log entries: 1. In the Call History tab, select the call log you want (Dialed, Received, or Missed). 2. Select the call log entry you want to delete by clicking it. To select more than one entry, hold CTRL or SHIFT keys while doing it, or, to select all calls in this log, click Select All. 3. Click Clear, and then confirm your action. The selected calls in the selected call logs are cleared. Show or Hide Directory Tab To make a directory tab visible in the Content panel: 1. From the Menu bar, select View and then Directories. 2. In the Directories menu, check the directories you want to show in the Content panel. PAGE 3 of 6
4 Display Directory In the Content panel, click the tab of the directory you want to display. Search Directory To search for a contact based on specific criteria: 1. In the Search box at the bottom of the Content panel, type the information you want to search on. 2. Click Search. The directory displays the contacts that match the search criteria. 3. To return to the unfiltered directory, click Reset. Supervisor Tasks. Monitor Queues The Call Centers panel shows the call centers you are managing. You can expand a call center by clicking the plus icon. When expanded, the first 25 calls in the queue appear. The call center Status (Premium queues) can be: Night Service, Night Service Override, Holiday Service, Forced Forward, or ** (none of the above). A triangle in the Position column indicates a bounced call; an arrow indicates a reordered call. A loudspeaker in the Wait in Queue column indicates that the caller is being played an announcement. Pick Up Agent Call In the Team area of the Monitoring tab, select an agent with the status Ringing Click Call Pick-Up. You can now speak to the calling party. Silently Monitor Agent 1. In the Team area of the Monitoring tab, select an agent who is on call. 2. Click Silent Monitor at the bottom of the Team panel. A monitoring icon is displayed next to the agent s name while they are being monitored. 3. To stop monitoring the call, click the Silent Monitor button and select Leave Silent Monitoring from the list. 4. To barge-in on the call you are monitoring, click the Silent Monitor button, and select Barge-In. Display Status and Statistical information To display the status and statistical information about the agents and queues you manage, on the Menu bar, click View, and then select Monitoring and Dashboard. To display the status information, in the Content panel, click the Monitoring tab to view the current status, or click Dashboard to view statistics. Monitor Agents You monitor agents using the Team panel, which shows real-time status of the agents you supervise and allows you to change the state of an agent. The call state of an agent can be available to receive a call, on a call/busy, ringing, do not disturb, private, forwarding always, and not available. The ACD state of an agent can be signing-in, available, unavailable, wrap-up, and signed-out. To assign an ACD state to an agent: 1. In the Team panel, select the agent. 2. Click Force Agent ACD State and select the ACD state from the drop-down list. 3. In addition, if you selected Unavailable and the use of unavailable codes is required, select an unavailable code from the drop-down list. Barge-In On Agent 1. In the Team area of the Monitoring tab, select an agent who is on call. 2. Click Barge In. A conference call is established. 3. To leave the conference, click Conference and select Leave. Alternatively, to drop a party from the conference, select the party s name from the Switchboard and click End. Promote Call in Queue (Premium queues) 2. From the Queue Detail sub-table, select the call to promote. 3. Click Promote and from the drop-down list, select the priority to which you want to promote the call. Position Call in Queue 1. In the Call Centers panel of the Monitoring tab, select a queue. 2. From the Queue Detail sub-table, select the call to reposition. 3. Clcik Reorder at the bottom-right of the panel, and select a new position for the call. NOTE: You cannot place a call ahead of a bounced call Retrieve Call from Queue 2. From the Queue Detail sub-table, select the call to retrieve. 3. Click Retrieve, at the bottom of the panel. 4. Answer the retrieved call. PAGE 4 of 6
5 Retrieve Call from Queue to Number 2. From the Queue Detail sub-table, select the call to transfer. 3. Click Retrieve. 4. Dial or select the destination number and click Transfer. Transfer Call to Ad-hoc Number 2. From the Queue Detail sub-table, select the call to transfer. 3. Click the right side of the Queue Transfer button and enter the destination number on the Dial Pad. Transfer Call between Queues 1. In the Call Centers panel, select a queue. 2. From the Queue Detail subtable, select the call to transfer. 3. From the Queue Transfer list, at the bottom of the tab, select the target queue. The call is transferred to the back of the queue. Transfer Call to Top of Queue 2. From the Queue Detail sub-table, select the call to transfer. 3. Click Retrieve. The call is now visible on the Switchboard. 4. Select the call, click SHIFT Transfer, and select the destination queue from the drop-down list. Reports The following reports are available to you: Agent Activity (historical or real-time) Provides metrics about agents call handling activities for a Call Center. Agent Utilization (historical) Provides metrics related to agents call performance for a Call Center. Queue Performance Analysis (historical or real time) Displays metrics related to the performance of a Call Center ACD. Service Level (historical) Displays metrics related to the speed of answering ACD calls. Display Report 1. From the Menu bar, select View and then Reports. 2. Select the report type you want. 3. In the dialog box that appears, enter the required information. 4. Click Display. The report appears in the Content panel. Refresh Report Only real-time reports can be refreshed to show the most recent data. To refresh a report, click Refresh. Print or Export Report You can print a report or export it to a file that can be opened in Excel or in a text editor. To print a report, at the bottom of the report, click Print. To export a report to a file: 1. At the bottom of the report, click Export and select Excel XML or CSV format. 2. Specify the location where you want to save the file. Transfer Call from Queue to Agent 2. From the Queue Detail sub-table, select the call to transfer. 3. From the Queue Transfer list, at the bottom of the tab, select the target agent. View Agents and Queues Statistics You can view real-time call and agent statistics, for the Call Centers and agents assigned to you, using the Dashboard tab. The Queue Summary shows key performance indicators for each call center you manage. The Agent Summary shows key performance indicators for the supervised team of agents. The Queue Summary Table shows queue statistics on a per- Call Center basis in a tabular form. PAGE 5 of 6
6 Keyboard Shortcuts General and Menu Bar Control Keys ESCAPE Ctrl + A Alt + W <NumPad 0 9) Exit from the active window. Toggle between Available and Unavailable states. Change your status to Wrap-Up Dial digits of a phone number Menu Bar Control Keys Alt + O Alt + R Alt + H Alt + L Alt + F4 F11 Display Tools Options. Display Tools Call History. Open BroadWorks Call Center User Guide. Toggle between login and logout. Exit the Call Center. Toggle between full screen and compact mode for the Call Center window. Directories Control Keys Alt + 1 Alt + 2 Alt + 3 Alt + 5 Alt + 5 ALT-M ALT-D Click the Contact Directory tab. Click on Personal Directory tab. Click on Speed Dials Directory tab. Click on LDAP Directory tab. Click on Outlook Directory tab. Click on Monitoring tab. Click on Dashboard tab. Control Keys ENTER <NumPad+> <NumPad.> F1 F10 F1 F10 F1 F10 Ctrl + <Number Pad +> Ctrl + Alt + <Number Pad +> Ctrl + Alt + Shift + <Number Pad +> Ctrl + Shift + <Number Pad +> Click Dial. Click Transfer. Click End. Click Answer after selecting a call in a queue, or double-click an active call. Click Hold after selecting a call in a queue, or double-click an active call. Click Unhold after selecting a call in the queue, or double-click an active call. Click Conference. Click Conference Hold/Conference Unhold. Click Leave Conference. Click End Conference. PAGE 6 of 6
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