Avaya Proactive Contact Agent

Transcription

1 Avaya Proactive Contact Agent Release 4.2 December 2010

2 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document might be incorporated in future releases. Documentation disclaimer Avaya Inc. is not 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. Customer and/or 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 the Customer or End User. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages. Warranty Avaya Inc. 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 through the Avaya Support Web site: License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEB SITE ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use 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 identifying Third Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site: Preventing toll fraud "Toll fraud" is the unauthorized use of your telecommunications system by an unauthorized party (for example, a person who is not a corporate employee, agent, subcontractor, or is not working on your company's behalf). Be aware that there can be a risk of toll fraud associated with your system and that, if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. Avaya fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at for the United States and Canada. For additional support telephone numbers, see the Avaya Support Web site: Trademarks Avaya and the Avaya logo are either registered trademarks or trademarks of Avaya Inc. in the United States of America and/or other jurisdictions. All other trademarks are the property of their respective owners. Downloading documents For the most current versions of documentation, see the Avaya Support Web site: 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 in the United States. For additional support telephone numbers, see the Avaya Support Web site:

3 Contents Preface Purpose Reason for Reissue Audience Related documents Chapter 1: Overview Getting Started Chapter 2: Using Agent Log In and Log Off Avaya Proactive Contact Agent Join, Leave, or Change Jobs Understand the Arrival of Calls View Multiple Screens of Customer Information Place a Manual Call Keep a Line Assign a Completion Code Save Data Release Customer Information (Finish Work) Release a Line Use the Quick Release Feature Hang Up Go On Break and Off Break Place a Customer on Hold Do Not Call a Customer Schedule a Callback (recall) Schedule Agent Owned Recall Transfer Call (transfers voice only) Forward Work (transfer voice and data) Dial Digits Create a Conference Call Exchange Instant Messages Dial a Call or Cancel a Call While Previewing Display Online Help Chapter 3: Agent application settings Choose a Different Agent Type Changing the Avaya Proactive Contact Agent Password Using Avaya Proactive Contact Agent December

4 Contents Chapter 4: Toolbar Buttons Icon Guide Toolbar Set Guide Chapter 5: Work Timeline Preview Time Talk Time Update Time Idle Time Index i 2 Using Avaya Proactive Contact Agent December 2010

5 Preface This section contains the following topics: Purpose Reason for Reissue on page 3 Audience Related documents Purpose The purpose of this guide is to provide detailed information about Avaya Proactive Contact Agent. Reason for Reissue The Avaya Proactive Contact 4.2 Agent Guide has been reissued after updating the following sections: Release Customer Information (Finish Work) on page 14 Audience This guide is for people who use the Avaya Proactive Contact Agent to perform the following tasks: Make Outbound Calls to Customers Handle Inbound Customer Calls Updating Customer Information December

6 Preface Related documents The Avaya Proactive Contact documentation set consists of: Avaya Proactive Contact Overview Administering Avaya Proactive Contact Using Avaya Proactive Contact Supervisor Avaya Proactive Contact Safety and Regulatory Information 4 Using Avaya Proactive Contact Agent

7 Chapter 1: Overview This chapter provides a conceptual overview of the Avaya Proactive Contact Agent application. As an agent, your job involves calling customers and collecting information useful to your company. Avaya Proactive Contact Agent helps you perform these daily calling tasks, handle customer calls, and update customer information. Avaya Proactive Contact Agent allows you to perform various tasks, such as: Join a job Change jobs Leave an active job Go on and off break View and update customer information Put a customer on hold Transfer a customer Mark a customer with a Do Not Call designation Schedule a callback Assign a completion code, and so on. When you start Avaya Proactive Contact Agent, you are asked to log in and select a job name. Contact your supervisor for your logon and job information every day. When you provide the required information, Avaya Proactive Contact Agent connects you to the customer and displays the customer information on your screen. This section contains the following topic: Getting Started Getting Started Before you join a job and start talking to customers, you must collect the following information from your supervisor: Your user name and password Your agent extension Your agent type Using Avaya Proactive Contact Agent December

8 Chapter 1: Overview Whether or not to select Log in to ACD to work on an Agent Blending in Avaya Proactive Contact The name of the job to join. The unit work identifier when the job uses unit work lists Use your user name and password every time you log in to Avaya Proactive Contact Agent. Your agent extension number, type of Avaya Proactive Contact installation to be used, job name, and unit ID can change; therefore, you must ask your Supervisor for these details. 6 Using Avaya Proactive Contact Agent December 2010

9 Chapter 2: Using Agent This section provides you with instructions on how to perform typical tasks in Avaya Proactive Contact Agent. Note that your worksite might have some of these features disabled. In that case, some tasks might not apply to you. This section includes the following topics: Log In and Log Off Avaya Proactive Contact Agent Join, Leave, or Change Jobs Understand the Arrival of Calls View Multiple Screens of Customer Information Place a Manual Call Keep a Line Assign a Completion Code Save Data Release Customer Information (Finish Work) Release a Line Use the Quick Release Feature Hang Up Go On Break and Off Break Place a Customer on Hold Do Not Call a Customer Schedule a Callback (recall) Transfer Call (transfers voice only) Forward Work (transfer voice and data) Dial Digits Create a Conference Call Exchange Instant Messages Dial a Call or Cancel a Call While Previewing Display Online Help Using Avaya Proactive Contact Agent December

10 Chapter 2: Using Agent Log In and Log Off Avaya Proactive Contact Agent Avaya Proactive Contact uses your login information to determine the following: Whether or not you are permitted to log in Type of calls you are allowed to handle Jobs you are allowed to join Avaya Proactive Contact determines the jobs you can join based on the Agent Type you select when logging on to Avaya Proactive Contact Agent. Before you log in to Avaya Proactive Contact Agent, collect the following information from your supervisor: Your username (Agent ID) Password Dialer to which you must log in Type of calls to handle (for example, Inbound calls only) Extension Whether to select the Automatic Call Distributor (ACD) option Switch ID if logging in to the ACD. If you select Log in to ACD and Outbound, you must first log in to the ACD before logging on to Avaya Proactive Contact. Log In Dialog Box Terms Blend. Blend agents handle both outbound and inbound calls.the agent can join blend jobs and can handle customer records on outbound and inbound calling screens. Inbound. Inbound agents handle only inbound calls. The agent can join inbound or blend jobs. Avaya Proactive Contact receives calls directly from customers or through an ACD. Managed. Managed agents only handle outbound calls during an outbound job setup as a Managed Dialing job. Outbound. Outbound agents handle outbound calls only. Outbound agents can join the following job types: Unit Work List, Managed Dialing, Sales Verification, and Infinite. Person to Person. Person to Person agents handle outbound calls when outbound agents are not available. 8 Using Avaya Proactive Contact Agent December 2010

11 Log In and Log Off Avaya Proactive Contact Agent Log in to ACD. ACD is an acronym for Automatic Call Distributor. ACD agents handle outbound calls on the Avaya Proactive Contact and usually take inbound calls on the ACD. They may, however, handle outbound calls instead of inbound calls on the ACD, depending on which domain group the agent logged into on the ACD. Switch ID. The identification of the PBX (switch) used for Agent Blending. The Default value is 1. The value given here must match the DBKGROUP parameter in Avaya Proactive Contact master.cfg file, also called the PBX ID. See also Further Explanation on page 26. See also the Agent Types section in the Using Avaya Proactive Contact Supervisor for more information on agent types and agent login. Logging in to Proactive Contact Agent To log in to Proactive Contact Agent: 1. Select Start > All Programs > Avaya > Proactive Contact > Agent or click the Agent icon on the desktop. The Proactive Contact Agent Log in dialog box displays the following tabs: Log in Agent Type Telephone 2. Click the Log in tab to provide the following details: Name of the dialer to which you must log in. Your unique user name or Agent Identification number. Your password. 3. Click the Telephone tab and provide the following details: Telephone extension number Select the Log in to ACD option if you want to handle inbound calls on the ACD and outbound calls on Avaya Proactive Contact. When you select the Log in to ACD option, you must specify the Switch ID that you want to activate. By default, the system displays the Switch ID as Click the Agent Type tab. 5. Click the corresponding option to select the specific agent type to which you want to log in. 6. Click OK. Before you log off Avaya Proactive Contact Agent, you must first finish your work, go on break, and leave your job. Using Avaya Proactive Contact Agent December

12 Chapter 2: Using Agent Logging out from Proactive Contact Agent To log out from Proactive Contact Agent: 1. If you want to log off but still have customer information on your screen, select Work > Release Line, select the required completion code, and click OK. 2. After applying the completion code, select Work > Finish Work. 3. Select Job > Go on Break. You may be put into a break-pending state and asked to handle one more customer call. After completing the last call, select Job > Leave Job. 4. To log off, select Agent > Exit. Join, Leave, or Change Jobs When your supervisor starts a job, Avaya Proactive Contact begins the calling activity. You can join a running (active) job that your supervisor assigns to you. After joining a job, you can leave a job or change jobs anytime as per your supervisor s instructions. To join a job: 1. Select Job > Join Job. 2. Select a job. 3. Click OK. Tip: Tip: If the job you want to select is not displayed in the list, verify that you entered the correct work type and that your supervisor assigned your agent ID to the appropriate job. Avaya Proactive Contact only displays a list of jobs you are allowed to join. The list contains the names of the jobs your supervisor assigned to your user name that also matches the work type you selected when logging on. You cannot leave a job unless you select Go on Break from the Job menu. You should only leave a job when your supervisor asks you to join a different job or if you are ending your workday. If you are going on break, you do not need to leave the job. To leave a job: 1. Select Job > Go on Break. You may be put into a break-pending state and asked to handle one more customer call. After you finish your work with the last customer, Avaya Proactive Contact automatically puts in an On Break state and does not send you calls. 2. Select Job > Leave Job. If you are not talking to a customer nor working on customer information, you can change to a different job. Your supervisor tells you when to change jobs and the name of the job you should join. 10 Using Avaya Proactive Contact Agent December 2010

13 Understand the Arrival of Calls To change jobs: 1. Select Job > Go on Break. 2. Handle your last customer call and then select Work > Release Line. 3. Select Work > Finish Work. You must provide a completion code after the Release Line or the Finish Work steps depending on how your system settings are configured. 4. Select Job > Leave Job. 5. Select Job > Join Job. 6. From the list of jobs that are available to you, select the appropriate job and click OK. Understand the Arrival of Calls When Avaya Proactive Contact connects you to a call, a tone plays in the headset. Some systems play different tones for inbound and outbound calls. Some possible announcements you see or hear in Avaya Proactive Contact system when you are connected to a call are as follows: The sound level in the headset changes. Avaya Proactive Contact displays customer information for an outbound call or a data entry screen for an inbound call. A special message displays that shows the time the customer waited so that you can apologize to the customer. For example, Home phone * 1-10 SECS. WAITING". View Multiple Screens of Customer Information When there is a large amount of customer information (or if your worksite sets up customer information to display on multiple pages), the customer s information can run onto more than one screen. If a customer s information runs over multiple screens, you can access the part that runs over by selecting: The options on your Screen menu OR The Customer Information button group on the Shortcut bar Using Avaya Proactive Contact Agent December

14 Chapter 2: Using Agent To view the next and previous screens of customer information: 1. Select Screen > Next. 2. Select Screen > Previous. To navigate to the first or last screen of a customer s information: 1. Select Screen > Last. 2. Select Screen > First. Place a Manual Call A manual call is a voice connection that you create. You must have a line in order to place a manual call. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. Some of the guidelines for keeping or losing a line are as follows: You do not get a line until Avaya Proactive Contact routes a call to you. Hanging up allows you to keep a line. When you are working on a customer s information after the customer has hung up, you can use that line to call a number Releasing a line or forwarding your work causes your line to go away. To place a manual call: 1. If you are on the telephone with a customer, select Hang Up at the end of your conversation. 2. In the Numbers box, enter the phone number you want to call. Do not include dashes, hyphens, or periods. 3. Select Phone > Place Manual Call. 4. Click OK. Difference between Place a Manual Call and Dial Digits The main differences between Dial Digits and Place a Manual Call are: Place a Manual Call requires a dial tone, while Dial Digits does not require dial tone. 12 Using Avaya Proactive Contact Agent December 2010

15 Keep a Line Place a Manual Call creates a new call, while Dial Digits allows you to enter digits. For example, in order to call the Company XYZ Helpline, you would create a manual call to Then, if you got a machine such as an IVR (Interactive Voice Response) that asked you to press 1 or 2, you would enter a 1 or a 2 in the Numbers box and then select Phone > Dial Digits. Keep a Line See Place a Manual Call. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. Assign a Completion Code Depending on your worksite, you can be prompted to enter your completion code during the Release Line step or the Finish Work step. When prompted to enter your completion code, select from a list of valid completion codes for your job. You cannot enter your completion code before getting the prompt to select from the list. If you select the Quick Release command, you are prompted to select your completion code from the list that automatically appears. To enter a completion code: 1. Select Work > Release Line. If a dialog box that contains all your available completion codes appears, then select the completion code that best describes the outcome of the call. Click OK to release the line and continue updating the customer information. 2. If your Release Line step did not prompt you to select a completion code, then your worksite requires a completion code during the Finish Work step. When you finish updating the customer information, select Work > Finish Work. Select the completion code from the list and click OK. Avaya Proactive Contact sends new calls to you. Save Data As you are updating the customer s information, you can save the changes anytime. To save data: 1. When you see the customer s information on the screen, select Work > Save Data. Using Avaya Proactive Contact Agent December

16 Chapter 2: Using Agent Release Customer Information (Finish Work) The Releasing a line and Finish Work options differ from each other. Releasing a line comes before Finish Work. Finish Work clears the customer s information from your screen and signals to Avaya Proactive Contact that you can accept a new customer call. Tip: Tip: At some worksites, the Shortcut bar provides icons for the Most Recently Selected completion codes. Use the Finish Work Shortcut bar to increase your speed. To release customer information: 1. Select Work > Finish Work. 2. If your worksite requires a completion code, select a completion code from the list so that Avaya Proactive Contact can send you another call. 3. Click OK. Release a Line Agents can assign a completion code for the customer call while using the following commands: The Release Line and Finish Work commands in combination The Quick Release command. Quick Release is an all-in-one procedure and requires a valid completion code, which you are prompted to enter after you select the Quick Release command. The Quick Release command releases the line and finishes the work at once. Release line frees a line so that other agents can use that line. Releasing a line puts you into Update Time (see Work Timeline on page 35 for more information), which is a period that allows you to continue editing a customer s information. During this period, Avaya Proactive Contact does not connect you to any calls. Unless you use the Quick Release option, always select Release Line before you select Finish Work. The Release Line step and Finish Work step vary depending on how your worksite is set up: At some worksites, agents are required to provide a completion code for Release Line to work. When they select Finish Work, they are not required to provide a completion code. This is the most common setup. At other worksites, agents can select Release Line without having to provide a completion code, but then those agents must provide a completion code for Finish Work to operate properly. 14 Using Avaya Proactive Contact Agent December 2010

17 Use the Quick Release Feature When you select a choice that requires a completion code, Avaya Proactive Contact displays a list of valid completion codes from which you can choose a code. Tip: Tip: At some worksites, the Shortcut bar provides icons for the Most Recently Selected completion codes. Use the Release Line Shortcut bar to increase your speed. Releasing a line allows you to free a line and continue updating customer information. To release a line: 1. Select Work > Release Line. 2. If your worksite requires a completion code, select a completion code from the list so that Avaya Proactive Contact can release your line. Click OK. Use the Quick Release Feature When you do not need any Update Time (see Work Timeline on page 35 for information), you can use the Quick Release feature. Quick Release is an all-in-one step. Quick Release feature releases the line and finishes the work all at once. The Quick Release feature requires you to assign a completion code to the customer call. To use the Quick Release: 1. Select Work > Quick Release. 2. Select a completion code from the list and click OK. Avaya Proactive Contact connects you to a new customer. Hang Up The Hang Up feature allows you to end one phone call and keep the line available to make a new manual call. This feature might not be available to you depending on your permissions. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. To hang up: 1. While on a call, select Phone > Hang up. Using Avaya Proactive Contact Agent December

18 Chapter 2: Using Agent After you hang up After you hang up, you still have a line and the customer s information. Your options include: If you received a new phone number from the customer and want to call that number, enter the phone number in the Numbers box and then select Phone > Place Manual Call. If you want to release the line and go into Update Time, select Work > Release Line. You may need to supply a completion code as part of your Release Line step. If you are ready for a new customer call, select Work > Quick Release. Supply a completion code as part of the Quick Release step. Go On Break and Off Break You can remain on a job even when you go on a break. Avaya Proactive Contact knows not to send calls to you when you are on break. You must finish your work before selecting the Go on Break command. When you select Go on Break, the Avaya Proactive Contact system puts you in a break-pending state, which indicates to Avaya Proactive Contact to not send anymore calls to you. However, if Avaya Proactive Contact has another call in queue for you, you must handle the last call even after you have selected Go on Break. As soon as you select Finish Work or Quick Release with that customer, your break time begins. To indicate that you are in a break-pending state, a red pending flag appears on the break icon. Until the pending flag on the break icon disappears, you cannot go on break. You must select Go on Break to leave a job. To go on break: 1. Select Job > Go on Break. 2. You enter a break-pending state in which you handle one last customer. Avaya Proactive Contact automatically begins your break when you click Finish Work. Avaya Proactive Contact does not pass you any additional customers until you go off your break. To go off break: 1. Select Job > Go off Break. Avaya Proactive Contact immediately begins sending the calls to you. 16 Using Avaya Proactive Contact Agent December 2010

19 Place a Customer on Hold Place a Customer on Hold During a conversation with a customer, you can put the customer on hold. When you take the customer off hold, you can begin talking to the customer. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. To put a customer on hold: 1. Select Phone > Place Call on Hold. To take a customer off hold: 1. Select Phone > Take Call off Hold. Do Not Call a Customer If a customer asks you not to call again, you can use the Do Not Call command so that the customer s information is marked. (This option may be disabled.) To mark a customer as Do Not Call: 1. Select Work > Do Not Call. 2. Click OK. Schedule a Callback (recall) You can reschedule the time and day for Avaya Proactive Contact to call back a customer. Use this feature if, for example, the customer asks you to call back after 30 minutes. When you reschedule the call, you can set the time, date, and phone number. To set up a callback: 1. Select Work > Callback. Using Avaya Proactive Contact Agent December

20 Chapter 2: Using Agent 2. The system displays the Set Callback dialog box. The Set Callback dialog box has separate sets of options for specifying the phone number, date, and time of callback. To specify the telephone number for the callback, use either the Choose from a list or the Enter manually option. The Choose from a list and the Enter Manually features are mutually exclusive, meaning you can use only one of these features at a time. Selecting one option disables the other. Avaya Proactive Contact only uses the data from the option that is currently selected. 3. To select a telephone number from the available customer numbers: a. Click the Choose from a list option. b. Click the required telephone number from the list. c. To enter a new telephone number manually, click the Enter Manually option. The system activates the Name and Number text boxes. d. Enter the name and telephone number of the customer in the corresponding text boxes. 4. To schedule the callback for a later date: a. Click the Specific date / time option. b. To edit the month, day or year, select the current value to enter new values. You can also click the down arrow button next to the Date field and select the month, day, or year from the calendar. While using the calendar feature for editing date, you can use the left and right arrow buttons. Use the left arrow button to navigate to the previous month and the right arrow button to navigate to the next month. c. To edit the time, select the current values for the hour, minute or second details and enter new values. To toggle between AM and PM, select AM or PM and use the Up and Down scroll arrows or enter a or p keys on the keyboard respectively. 5. To schedule the callback for a later time in the same day: a. Click the Time period from now option. b. Enter the callback time in hours and minutes relative to the current time in the corresponding text boxes. c. Use the Up and Down scroll arrows to increment and decrement the values respectively. The Specific date / time and the Time period from now features are mutually exclusive. Avaya Proactive Contact only uses the data from the feature that is currently selected. 18 Using Avaya Proactive Contact Agent December 2010

21 Transfer Call (transfers voice only) 6. Click OK to save the callback details. Schedule Agent Owned Recall The Agent Owned Recall feature allows an agent on an outbound or blend job to set an "agent owned recall" with specific time and date for a record. The Proactive Contact system calls back when the recall time occurs, and passes the call to the agent that owns the recall. To schedule Agent Owned Recall: 1. Schedule a callback as explained in Schedule a Callback (recall) on page Select Work > Release Line to release the line. 3. Select "Agent Owned Recall" as completion code from the completion code list. 4. Click OK. Transfer Call (transfers voice only) During a conversation with a customer, you can transfer the customer s call to another agent or supervisor s extension using the Avaya Proactive Contact Transfer feature. To transfer calls using Avaya Proactive Contact, do not use the Transfer button on your telephone. You can use the following two methods available on the Agent screen for transfers: Voice only Voice with customer information (Work Forward). To read about how to transfer the customer information, see Forward Work (transfer voice and data) on page 20. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. To transfer voice only: 1. On the Telephone Bar, enter an extension number in the Number box. 2. Select Phone > Transfer. If the Avaya Proactive Contact Agent is configured for both Hook Flash and Trunk to Trunk transfer at your worksite, the system displays a pop-up menu. Using Avaya Proactive Contact Agent December

22 Chapter 2: Using Agent 3. Select the Hook Flash or the Trunk to Trunk transfer option. The system displays a dialog box from which you can select Conference or Transfer. 4. Select Conference to remain on the line and supervise the transfer. For example, you may want to remain on the line to introduce the new agent to the customer. Select Transfer if you do not want to supervise the transfer. If you select Transfer and the new agent does not answer, the customer has to hang up. If you select Transfer, you must select a completion code from the displayed list. If you select Conference, no completion code is required. 5. Click OK. After a voice only transfer After a voice-only transfer, there are two possible situations: If you transferred the call using Conference, then you still keep your telephone line and go through your regular process for finishing your work as follows: - Provide a completion code. Depending on your worksite, the completion code can either be in the Release the Line step or in the Finish Work step. - Release the line - Select the Finish Work option. If you transferred the call using Transfer, then Avaya Proactive Contact starts sending calls to you again. Forward Work (transfer voice and data) Use Forward Work (also called transfer voice and customer information or transfer voice and data ) when must transfer a customer s voice with customer information. When you use Forward Work, you do not forward to a specific agent; rather, you forward the customer to a different job. Avaya Proactive Contact chooses an available agent in that job. You can monitor the progress of the forward until it gets to the chosen agent (called Supervised). This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. To use Forward Work: 1. Select Work > Forward Work. 20 Using Avaya Proactive Contact Agent December 2010

23 Dial Digits 2. If you want to monitor the forward until it reaches the new agent, select the Supervised option. If you do not want to monitor the forward, select Unsupervised. If you select Unsupervised, then the line is automatically released and the customer s voice goes into a wait queue of the job you select. The customer s information remains on the screen, therefore, click Finish Work to get another call. 3. If you select Supervised, a dialog box appears where you select from these options: Initiate a conference, which is similar to a Conference Call except that the other agent can see the customer information. Transfer the Work and Call, which requires that you select a completion code. Avaya Proactive Contact then automatically releases the line, but this option allows you to stay with the call until it is answered by another agent. Cancel the Forward, which stops the process and returns you to the customer. After forwarding the work After forwarding the work, Avaya Proactive Contact releases your line. Select Finish Work to start receiving calls again. Dial Digits See Place a Manual Call. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. Create a Conference Call In Avaya Proactive Contact terminology, a Conference Transfer and a Conference Call are the same. To have a conference call, make sure you select the Conference option when transferring the call. This feature is unavailable if you are running Avaya Proactive Contact in the soft dialer mode. Using Avaya Proactive Contact Agent December

24 Chapter 2: Using Agent To create a conference call: 1. On the Telephone Bar, enter an extension number in the Number box. 2. Select Phone > Transfer. If your worksite allows both a Hook Flash and a Trunk to Trunk transfer, you can see a pop-up dialog box after you select the Transfer option. The pop-up dialog box asks you to choose between Hook Flash and Trunk to Trunk. 3. In the Finish Call Transfer dialog box, select Conference. 4. Click OK. Exchange Instant Messages Avaya Proactive Contact Agent allows you and your supervisor to send and receive instant messages with each other during calling activities. For example, you can ask your supervisor a question or your supervisor can tell you the next job to join. The messaging window is at the bottom of the Avaya Proactive Contact Agent window. The messages you send and receive display in the larger text box, located above where you enter your message. You use the smaller text box at the bottom of the message area to enter your message. In the log area, Avaya Proactive Contact Agent automatically assigns Agent or Supervisor labels to each message that was sent. You cannot send and receive instant messages with anyone other than your supervisor. To send an instant message: 1. If the Message window is not visible to you, select View > Message Window. 2. Enter your text in the small message box at the bottom of your screen (next to the Send button). 3. Click Send. Dial a Call or Cancel a Call While Previewing Managed Dialing feature is used by some worksites to allow the agents to view customer information before Avaya Proactive Contact connects the agent to the customer. Your supervisor configures the previewing setting on a job-by-job basis. When previewing customer information, you have the following options: Call the customer, if this option is available at your worksite. 22 Using Avaya Proactive Contact Agent December 2010

25 Display Online Help Cancel the customer call, if this option is available at your worksite. Wait until the timed preview period ends. After the preview period ends, Avaya Proactive Contact automatically connects you to the customer. See Work Timeline on page 35 for more information. To call a customer during the preview period: Select Work > Dial Managed Call. To cancel a customer call during the preview period: 1. Select Work > Cancel Managed Call. Display Online Help To display the online help, select Help > Contents. You might see a message that Internet Explorer restricted the help system from showing the active content. To allow active content for displaying online help: 1. In Internet Explorer, select Tools > Internet Options > Advanced tab. 2. Navigate to the section labeled Security. 3. Select the Allow active content to run in files on My Computer check box. 4. Click Apply and then click OK. Using Avaya Proactive Contact Agent December

26 Chapter 2: Using Agent 24 Using Avaya Proactive Contact Agent December 2010

27 Chapter 3: Agent application settings This section provides information on changing the agent settings. This section contains the following topics: Choose a Different Agent Type Changing the Avaya Proactive Contact Agent Password Choose a Different Agent Type In the Agent Login window, use the Agent Type tab to change the type of calls you can handle during a job. You should not be in a job when you change the settings. Your new settings takes effect the next time you join a job. You do not need to log out of Avaya Proactive Contact to make your settings take effect. Avaya Proactive Contact determines the jobs you can join based on the jobs your supervisor associates with your user name and the Agent Type you selected when logging in to Avaya Proactive Contact. The Avaya Proactive Contact installation determines the Agent Types you can select. Occasionally, your supervisor can ask you to change your Agent Type. Change your Agent Type only when directed by your supervisor. After you change your work type, your new settings are in effect the next time you join a job. To change your agent type, you first have to Go on Break and then select Job > Leave Job. To change your agent type: 1. After leaving the job you were in, select Settings > Change Agent Type. 2. Select your agent type from the Change Agent Type window. 3. Click OK. When you log in, if you select Log in to ACD and Outbound, you might need to log in to the ACD before logging in to the Avaya Proactive Contact. Using Avaya Proactive Contact Agent December

28 Chapter 3: Agent application settings Further Explanation Agents who select the Log in to ACD check box when logging on to Avaya Proactive Contact are Agent Blending agents. ACD is an acronym for Automatic Call Distributor. Agent Blending ACD agents can handle a blend of ACD inbound calls and Avaya Proactive Contact outbound calls. Intelligent blending agents can handle outbound calls until there are more inbound calls than available inbound agents. The following table identifies the available agent types, jobs, and calls that an agent can use on Intelligent Call Blending and Agent Blending installations. Avaya Proactive Contact Installation Agent Type Job Type Allowed to Join Handles Call Type Intelligent Call Blending Outbound Outbound, blend Outbound Intelligent Call Blending Managed Outbound Outbound Intelligent Call Blending Person to Person Outbound Outbound Intelligent Call Blending Inbound Inbound, blend Inbound Intelligent Call Blending Blend Blend Inbound and Outbound Agent Blending ACD agent Outbound Outbound on Avaya Proactive Contact; Inbound on ACD Agent Blending Outbound Outbound Outbound Agent Blending Managed Outbound Outbound Agent Blending Person to Person Outbound Outbound Changing the Avaya Proactive Contact Agent Password Avaya Proactive Contact uses your password to authenticate your user name. You must change your password periodically to increase your security. You must always discuss with your supervisor before attempting any changes to your password. Your supervisor might have some information to discuss with you about passwords. To change your password: 1. After logging in the Avaya Proactive Contact Agent, select Settings > Change Password. The system displays the Change Password dialog box. 26 Using Avaya Proactive Contact Agent December 2010

29 Changing the Avaya Proactive Contact Agent Password 2. Enter your current password in the Old password box. 3. Enter your new password in the New password box. 4. Re-enter your new password in the Confirm New Password box. 5. Click OK. Using Avaya Proactive Contact Agent December

30 Chapter 3: Agent application settings 28 Using Avaya Proactive Contact Agent December 2010

31 Chapter 4: Toolbar Buttons This section helps you understand the toolbar icons and the Shortcut bar. This section contains the following topics: Icon Guide Toolbar Set Guide Icon Guide The following buttons appear on the toolbar. You can rearrange the icons bar by clicking the group and dragging it to another location beneath the menu bar. Icon Description Join Job Joins a job. You must always join a job before Avaya Proactive Contact starts routing calls to you. Leave Job Go on Break/Go off Break Break pending Set up Callback Leaves a job. There are several reasons for leaving a job, such as if your supervisor has asked you to change jobs or after your work shift is over. Allows you to pause receiving call to take a break. When set to go off break, calls begin to come to you. Provides a visual cue that you have notified Avaya Proactive Contact that you want to start your break after your next call. Sets up the callback time if a customer asks you to call back later. Do Not Call Forward Work Mark the customer s information with Do Not Call if a customer asks you not to call again. Forwards the call and customer information to another agent or supervisor. Using Avaya Proactive Contact Agent December

32 Chapter 4: Toolbar Buttons Icon Description Release Line Finish Work Quick Release Releases the telephone line while displaying the customer s information so that you can continue updating the customer s information. After you have provided a completion code, click this icon to assign the customer s completion code, release the customer information, and make you ready to receive the next call. Releases the line and finishes work in one step. Hang up Place Call on Hold Hangs up on the customer. This icon might not be activated depending on the configuration. Places customer on hold or takes customer off hold. Enter the phone number or extension to call for a manual call, transfer, conference call, or Dial Digits. Numbers box Transfer Call Place Manual Call Dial Digits Dial Managed Call Cancel Managed Call Sends the customer s voice to another telephone number. You must enter a phone number or extension in the Numbers box before clicking this button. Dials the number in the Numbers box. You must be working on a customer s information and have an open telephone line. You have to hang up the original call to place another manual call to a different party. Allows you to use the Numbers box similar to a keypad, is useful when asked to enter numeric prompts from an IVR menu. Calls a customer before your previewing time expires. Cancels the customer call before it reaches you. 30 Using Avaya Proactive Contact Agent December 2010

33 Toolbar Set Guide Toolbar Set Guide Toolbar groups Toolbar name Appearance Description Shortcut Bar Contains your most recently used completion codes and customer information. Message Window Exchange instant messages with your supervisor. Work Bar Managed Call Bar Quickly perform actions related to a call. Call or do not call while previewing customer information. Telephone Bar Perform actions while on a call. Volume Bar Increase or decrease the volume of the microphone or your headset. This feature is not available if you are running Avaya Proactive Contact Agent in the soft dialer mode. Using Avaya Proactive Contact Agent December

34 Chapter 4: Toolbar Buttons On the View menu, a check mark next to a toolbar s name indicates that the toolbar is visible. A toolbar without a check mark is hidden. Use the View menu to customize your Avaya Proactive Contact Agent window. For further customization, drag the thick vertical bar ( ) on any toolbar to change its location on your Avaya Proactive Contact Agent. Shortcut bar descriptions The Shortcut bar allows you to do the following more quickly: Release the line Finish your work Navigate through multiple pages of the customer information screen. 32 Using Avaya Proactive Contact Agent December 2010

35 Toolbar Set Guide The Shortcut bar is customizable as per worksite, so the Shortcut bar groups that appear below might not be the same as the ones you see on your screen. Shortcut bar name Customer Information Shortcut bar Description Allows you to navigate among the various screens of customer information that appear in the main pane of your dialog box. Release Line Allows you to select among your most recently used release line codes. Using Avaya Proactive Contact Agent December

36 Chapter 4: Toolbar Buttons Shortcut bar name Finish Work Shortcut bar Description Allows you to select among your most recently used Finish Work codes. Quick Release Allows you to select among your most recently used quick release completion codes. 34 Using Avaya Proactive Contact Agent December 2010

37 Chapter 5: Work Timeline After the agents log in to Avaya Proactive Contact Agent, there are four time segments in which the agents can be categorized: Preview Time, Talk Time, Update Time, or Idle Time. The previous image shows the Work time with four time segments where: A Work Time B Preview Time C Talk Time D Update Time E Idle Time F New Call G Release Line H Finish Work Using Avaya Proactive Contact Agent December

38 Chapter 5: Work Timeline Preview Time Preview Time (only available with Managed Dialing) is the time segment where an agent reviews the customer information on the agent's screen prior to the call being made to the customer. During this time, agents can navigate through the various customer information screens (if there are multiple screens), call the customer before the preview time ending, or cancel the customer call (some worksites do not permit canceling a customer call). When the Preview Time expires (the time length that Preview Time takes varies from worksite to worksite and can vary from job to job), Avaya Proactive Contact Agent automatically places the call to the customer. Talk Time Talk Time is the time segment when you are talking with the customer. During Talk Time, you can: Transfer the customer s voice to a different person Transfer the customer s information to a different job Update the customer s information Place the customer on hold Specify a Do Not Call Hang up (not available at all worksites) Place a manual call Set up a callback (recall) Send instant messages to your supervisor Update Time Update Time is the time segment after you have released the line and still continue to update the customer s information. During Update Time, you can: Send instant messages Specify a Do Not Call Update the customer s information 36 Using Avaya Proactive Contact Agent December 2010

39 Idle Time Idle Time Idle Time is the time segment after you have selected the Finish Work command and are waiting for either Preview Time (Managed Dialing work sites or jobs) or Talk Time to begin again. Using Avaya Proactive Contact Agent December

40 Chapter 5: Work Timeline 38 Using Avaya Proactive Contact Agent December 2010

41 Index Index A ACD Agent Agent ACD blending inbound managed outbound person to person types , 9 Agent application settings Agent settings Agent type Agent-owned recall AOR Arrival of calls Assign a call completion code B Blend Break off on Buttons toolbar C Call completion code conference call do not call Callback Calls notification of receiving Change jobs Change the Avaya Proactive Contact password Choose a different agent type Code completion Completion code Conference call Create a conference call Customer D do not call on hold view all information display online help Do Not Call a customer E Exchange instant messages , 22 F Finish work G Getting Go on break and off break Guides icon toolbar sets H Hang up help display Hold I Icon guide Icons Inbound Instant messages , 22 J Jobs change join leave Join a job Using Avaya Proactive Contact Agent December 2010 i