How To Use The Contact Center Agent Desktop On A Cell Phone On A Pc Or Mac Or Ipad (For A Cell) On A Sim Sims Or Ipa (For An Ipa) On An Ipad Or Ipac (For Pc

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1 Nortel Contact Center Agent Desktop User Guide Product release 6.0 Standard 7.02 June 2009

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3 Nortel Contact Center Agent Desktop User Guide Publication number: Product release: 6.0 Document release: Standard 7.02 Date: June 2009 Copyright Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Agent Desktop is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.

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5 Contents 1 Getting started 7 New in this release Overview About Contact Center Agent Desktop Related documents How to get help About logging on and handling contacts in the Contact Center Using the Contact Center Agent Desktop 23 Overview Using the CCAD for voice, outbound, and contacts Using the CCAD in a SIP-enabled contact center Changing your status Working with contacts Working with customers Handling telephony contacts 61 Overview Accepting a call Accepting a SIP call Handling telephone calls Making a call Handling an emergency Observing calls Working on outbound campaigns 77 Overview Using the outbound window Viewing contact details and customer information Handling an outbound call Working with scheduled callbacks 85 Overview Agent Desktop User Guide 5

6 Contents Standard 7.02 Scheduling a callback Calling the customer Handling messages 91 Overview Using the window Verifying customer information Sending a reply Transferring and reassigning contacts Creating an outgoing message Printing contacts Using Web communications 115 Overview Accepting a Web communications contact Using Text Chat Pushing Web pages to the customer Index Contact Center Agent Desktop

7 Chapter 1 Getting started In this chapter New in this release 8 Overview 12 About Contact Center Agent Desktop 14 Related documents 16 How to get help 17 About logging on and handling contacts in the Contact Center 19 Agent Desktop User Guide 7

8 Getting started Standard 7.02 New in this release The following sections detail what is new in the Nortel Contact Center Agent Desktop User Guide ( ) for release Features on page 8 Other changes on page 10 Features See the following sections for information about feature changes: New for Release 6.0 on page 8 SIP Contact Center on page 8 Web communications on page 9 Agent Desktop configuration on page 9 Hot Desking on page 9 Conversation indicator on page 9 Connection status indicator on page 10 Displaying timestamps on page 10 ing chat logs on page 10 New for Release 6.0 Contact Center Agent Desktop contains new features for Release 6.0. For details on these new features, see New features for Contact Center Agent Desktop Release 6.0 on page 14. SIP Contact Center A SIP Contact Center supports inbound voice contacts, video, document sharing, instant messages, and buddy lists. SIP updates affect the following sections: Multimedia PC Client on page 21 Using the CCAD in a SIP-enabled contact center on page 35 Accepting a SIP call on page 65 8 Contact Center Agent Desktop

9 June 2009 Getting started Transferring a SIP call on page 68 Conferencing in another party on a SIP call on page 70 Web communications Using the Web communications feature, you can connect with a customer in real time, over the internet. The Web communications feature affects the following sections: Accepting a Web communications contact on page 117 Using Text Chat on page 119 Pushing Web pages to the customer on page 125 Agent Desktop configuration There are new Agent Desktop features that are configured using the Contact Center Multimedia Administrator. These features are documented in the following sections: Logging off the Agent Desktop application on page 32 Accepting a call on page 63 Accepting an outbound contact on page 79 Accepting an incoming contact on page 94 Accepting a Web communications contact on page 117 Hot Desking The Hot Desking feature allows an agent to sit at a different desk everyday and log on to the Contact Center Agent Desktop. Hot Desking affects the following sections: Hot Desking on page 29 Logging on to the Agent Desktop on page 29 Conversation indicator The Conversation indicator on the Text Chat window of the Contact Center Agent Desktop indicates what point you are at in the text chat session. The Conversation indicator is documented in the following section: Conversation indicator on page 121 Agent Desktop User Guide 9

10 Getting started Standard 7.02 Connection status indicator You can use the Connection status indicator to determine whether the customer is connected to the text chat session. The Connection status indicator is documented in the following section: Connection status indicator on page 122 Displaying timestamps While using the text chat feature, you can choose to display timestamps on each message. For more information about timestamps, see Displaying timestamps on page ing chat logs While using the text chat feature, you can choose to a copy of the text chat log to the customer. For more information, see ing the chat log on page 123. Other changes See the following sections for information about changes that are not featurerelated: Activity Code updates on page 10 Opening a contact on page 11 Scheduling callbacks on page 11 Document update on page -11 Changing to ready or not ready status on page -11 Activity Code updates The procedure for entering activity codes has been updated. Activity Code updates affect the following sections: Changing to ready or not ready status on page 41 Entering an activity code on page 66 Making a call on page Contact Center Agent Desktop

11 June 2009 Getting started Activity codes only appear in the Contact Center Agent Desktop if your contact center is working with a Communication Server 1000/Meridian1 switch. If you are working with a Communication Server 2x00/DMS switch, you cannot see the activity codes in Contact Center Agent Desktop. Opening a contact The procedure for opening a contact has changed. This change affects the following section: To open a contact on page 52 Scheduling callbacks Information about scheduling callbacks was enhanced and moved to a new chapter. For more information about scheduling callbacks, see Chapter Chapter 5, Working with scheduled callbacks. Document update This document is upissued to reflect changes made in chapter Using the Contact Center Agent Desktop. Changing to ready or not ready status This document is upissued to reflect for adding an attention in the section Changing to ready or not ready status on page -41. Agent Desktop User Guide 11

12 Getting started Standard 7.02 Overview Introduction Contact Center Agent Desktop is a client and server call center application that is fully integrated with the Contact Center Release 6.0 portfolio and assists call centers in managing multimedia contacts. Contact Center Agent Desktop expands call center capabilities to allow agents to receive, view, respond to, and track all types of inbound and outbound customer requests, whether by telephone or , through a unified Agent Desktop interface. Using Contact Center Release 6.0, you can interact with Session Initiated Protocol (SIP), where agents can handle voice and video calls with further enhancements such as sending files, sharing whiteboard, and sending Web pages. The Agent Desktop User Guide provides overview information about the Contact Center Agent Desktop, and detailed instructions for agents and supervisors about performing tasks. About this guide The Agent Desktop User Guide is available only in electronic portable document format (PDF) on the DVD that contains the Contact Center software. You can view this guide online using Adobe Acrobat Reader, or you can print the guide in whole or in part. Some of the features described in this guide may not be available to you, as a result of licensing restrictions. If a feature is not available to you, the corresponding icons do not appear on the interface. For information about using the Contact Center Agent Desktop interface, see Chapter Chapter 2, Using the Contact Center Agent Desktop. For information about handling voice contacts or contacts in a Session Initiated Protocol-enabled contact center, see Chapter Chapter 3, Handling telephony contacts. For information about handling outbound contacts, see Chapter Chapter 4, Working on outbound campaigns. 12 Contact Center Agent Desktop

13 June 2009 Getting started For information about handling messages, see Chapter Chapter 6, Handling messages. For information about handling Web communications contacts, see Chapter Chapter 7, Using Web communications. Online help Contact Center Agent Desktop includes online help for agents and supervisors. To access the online help, click the window for which you want to see help, and then click the help icon in the Contact Toolbar. Skills you need To use this guide and the Agent Desktop effectively, you must have experience with computers and the Internet. Agent Desktop User Guide 13

14 Getting started Standard 7.02 About Contact Center Agent Desktop Introduction Contact Center Agent Desktop is an evolution of the Symposium Web Center Portal Release 4.0 product and contains several components that enable agents to respond to customer contacts through a variety of media, including phone, outbound contacts, , and text chat. The Contact Center Agent Desktop provides automation for these responses to eliminate repetitive actions, such as typing a common response in an message. The Contact Center Agent Desktop also allows contact center supervisors to change the status of a contact or to reassign a contact to another agent. When used in a Session Initiated Protocol (SIP) contact center, voice and video contacts, instant messaging, and sharing files all provide customer interaction. Outbound contacts and messages are not used in a SIP-enabled contact center. New features for Contact Center Agent Desktop Release 6.0 Contact Center Multimedia Release 6.0 provides a number of new features and enhancements for agents and supervisors. Unified Agent Desktop interface A unified Agent Desktop interface is deployed using Microsoft.NET Smart technology and accessed by entering a URL address in Windows Explorer or Internet Explorer. The Agent Desktop interface provides a single interface for management of all contact channels, with context-sensitive presentation based on multimedia contact type. The Agent Desktop interface provides a set of features similar to the prior release, with an updated look and feel, enhanced security, an incorporated agent telephony toolbar, and outbound capability. 14 Contact Center Agent Desktop

15 June 2009 Getting started Telephony toolbar The Agent Desktop interface includes an integrated telephony toolbar, which provides agents with a user interface for call-related tasks, such as placing calls, transferring calls, and entering activity codes. For Release 6.0, computer-telephony integration is implemented using the Nortel Communication Control Toolkit (CCT), which pushes incoming contacts to the Agent Desktop. Outbound Contact Center Agent Desktop delivers fully integrated outbound capability with an Outbound Campaign Management Tool for the administrator to create outbound campaigns. Agents use the Agent Desktop to accept the outbound contact, view the customer details and agent script (if configured), and handle the outbound contact. Outbound contacts are available only on the Communication Server 1000/ Meridian 1 switch. SIP The Session Initiated Protocol (SIP) support provides new channels of communication and collaboration to the customer with integrated voice, video, instant messaging, and application sharing that deliver secure services enhanced with personal touches. Agent Desktop User Guide 15

16 Getting started Standard 7.02 Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site ( For information about Refer to NTP number Installation, upgrades, migration, and maintenance Administering contact centers Supervising contact centers Prerequisites and functionality of the Multimedia PC Client Contact Center Multimedia Installation and Maintenance Guide Communication Control Toolkit Installation and Maintenance Guide Contact Center Manager Administrator s Guide Contact Center Manager Supervisor s Guide MCS 5100 Multimedia PC Client User Guide NN Contact Center Agent Desktop

17 June 2009 Getting started How to get help This section explains how to get help for Nortel products and services. Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links. Link to Latest software Latest documentation Takes you directly to the Nortel page for Contact Center located at the Nortel page for Contact Center documentation located at Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases Agent Desktop User Guide 17

18 Getting started Standard 7.02 Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call NORTEL ( ). Outside North America, go to the following Web site to obtain the phone number for your region: Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. 18 Contact Center Agent Desktop

19 June 2009 Getting started About logging on and handling contacts in the Contact Center Introduction There are four ways that agents can log on and handle contacts in the Contact Center, depending on the types of contacts that they are receiving. These methods are: use an Automatic Call Distribution (ACD) phoneset to log on and handle incoming voice calls use the Contact Center Agent Desktop to log on and handle voice contacts when Contact Center Agent Desktop is installed on a Nortel Communication Control Toolkit server use the Contact Center Agent Desktop to log on and handle voice contacts, outbound contacts (voice calls from the contact center to customers), messages, or text chat sessions when Agent Desktop is installed on a Nortel Contact Center Multimedia server use the Contact Center Agent Desktop along with the Nortel Networks Multimedia PC Client to handle voice, video, instant messaging, and file sharing in a SIP-enabled contact center ACD phoneset You can use the ACD phoneset to handle voice calls. See the ACD agent telephone user guide and the phoneset documentation for your current phoneset on Helmsman ( ATTENTION ACD phonesets or Class of Service are not supported in a SIPenabled environment. Agent Desktop User Guide 19

20 Getting started Standard 7.02 Contact Center Agent Desktop The Contact Center Agent Desktop is used by the agents in a contact center to handle the contacts and interact with customers in a single window. It uses Microsoft.NET Framework technology, which means that the agent accesses the application by entering a URL address in Windows Explorer or Internet Explorer, rather than starting the application from each desktop. The Contact Center Agent Desktop is used to handle voice contacts, outbound contacts, e- mail messages, text messages, and Web communications. The Contact Center Agent Desktop can be run together with the Agent Desktop Display application, which shows current statistics for the agent who is handling contacts. Information about the functionality of the Contact Center Agent Desktop can be found in this guide. Prerequisites for using the Contact Center Agent Desktop To run the Contact Center Agent Desktop on a client machine, the client machine must meet the following requirements: Windows 2000 Professional with service pack 4 or Windows XP Professional with service pack 2 Microsoft.NET Framework 1.1 with Service Pack 1 You must copy and install dotnetfx.exe and NDP1.1sp1-KB X86.exe from the Contact Center DVD to install the software. For more information, see the Contact Center Multimedia Installation and Maintenance Guide. CCMM_Security_Policy.msi The current security file must be applied. For more information, see the Contact Center Multimedia Installation and Maintenance Guide. Internet Explorer 5.5 or later 20 Contact Center Agent Desktop

21 June 2009 Getting started Multimedia PC Client In a SIP-enabled contact center, the Contact Center Agent Desktop (or another CCT application) is also used for managing telephone calls. In addition to the Contact Center Agent Desktop, the Multimedia PC Client is used to perform the enhanced telephone features such as instant messaging, sharing files, and video functionality. Both applications must be running to handle these contacts. Information about the prerequisites and functionality of the Multimedia PC Client can be found in the MCS 5100 Multimedia PC Client User Guide found on Helmsman ( Agent Desktop User Guide 21

22 Getting started Standard Contact Center Agent Desktop

23 Chapter 2 Using the Contact Center Agent Desktop In this chapter Overview 24 Using the CCAD for voice, outbound, and contacts 25 Using the CCAD in a SIP-enabled contact center 35 Changing your status 41 Working with contacts 43 Working with customers 54 Agent Desktop User Guide 23

24 Using the Contact Center Agent Desktop Standard 7.02 Overview The Contact Center Agent Desktop is used to handle voice contacts, or voice, outbound, and messages, depending on the installation and licenses. It can also be used with the Multimedia PC Client in a SIP-enabled contact center. This chapter describes the functionality of the Contact Center Agent Desktop used in the following situations: to handle voice contacts when Contact Center Agent Desktop is installed on a Nortel Communication Control Toolkit server to handle voice contacts, outbound contacts (voice calls from the contact center to customers), messages, or Web communications contacts when Agent Desktop is installed on a Nortel Contact Center Multimedia server to work along with the Nortel Networks Multimedia PC Client, in a SIPbased contact center, to handle voice, video, instant messaging, and application sharing. 24 Contact Center Agent Desktop

25 June 2009 Using the Contact Center Agent Desktop Using the CCAD for voice, outbound, and contacts Introduction The Contact Center Agent Desktop is made up of two components: telephony toolbar multimedia toolbar The multimedia toolbar is enabled only for the agents who have multimedia licensing through the Contact Center Multimedia server. If the multimedia toolbar is not displayed, click bottom corner of the telephony toolbar. (toggle button) in the left The Contact Center Agent Desktop also provides a status indicator and a contact timer. Telephony functions of the Contact Center Agent Desktop The telephony toolbar contains buttons used to access functions that are similar to the buttons on your telephone: Accept Accept the new contact. Release/Reject If you are currently on a call, click Release to end the call. When a contact is offered to the agent, the Reject button is displayed. Originate Make a call. Hold/UnHold Place a call on Hold. Click UnHold to release the call from Hold. Transfer Transfer a call to a specific agent. Agent Desktop User Guide 25

26 Using the Contact Center Agent Desktop Standard 7.02 Conference Conference a specific agent into the current call. Ready/Not Ready Change your state from Ready to Not Ready or from Not Ready to Ready. Logged In/Logged Out Log on to the Agent Desktop. If you are already logged on, you can log off. Call list View a list of the calls you are currently working on. Activity Code Enter an activity code to indicate the type of call you are performing. For example, you might have an activity code for sales. Your supervisor or administrator provides the activity codes. The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center. DTMF Add digits in response to interactive voice requests. Emergency Immediately connect with your supervisor in case of an emergency. Supervisor Conference your supervisor into your current call. Observe Supervisors can listen in to a call between an agent and a customer. The DTMF, Emergency, Supervisor, and Observe functions are hidden by default. Click the blue arrow in the top right corner to expand the toolbar and access these functions. 26 Contact Center Agent Desktop

27 June 2009 Using the Contact Center Agent Desktop Multimedia functions of the Contact Center Agent Desktop The multimedia toolbar contains buttons used for creating other contact types, such as outbound and Customer Details Review and edit the information about a customer. Customer Search Search for customers in the Multimedia database. Contact Search Search for contacts in the Multimedia database. Schedule Callback Create a future outbound call to a customer. Customer Create an outgoing message to a new or existing customer. User Settings Configure user settings such as the default location for attachments, the default location for user templates, the spelling dictionary, the agent signatures, and password changes. Help Get help for the last window you clicked. The multimedia window is used to view details of the agent s current multimedia contact and edit details of the current contact. Agent Desktop User Guide 27

28 Using the Contact Center Agent Desktop Standard 7.02 Multimedia toolbar Activity log Customer information Telephony toolbar Current contact details Contact timer Status indicator Starting the Agent Desktop To start the Agent Desktop, type an HTTP address (URL) in Windows Explorer or Internet Explorer. Your system administrator can provide you with the URL, which you can add to your personal favorites to quickly access the application. Your system administrator can provide a shortcut to the URL on your desktop. You can also create a shortcut to the URL by highlighting the item in your Favorites list, right-clicking, and selecting Send to > Desktop (create shortcut). 28 Contact Center Agent Desktop

29 June 2009 Using the Contact Center Agent Desktop Hot Desking The Hot Desking feature lets you launch and log on to the Contact Center Agent Desktop on any desktop PC in the contact center. In a standard Windows environment with Hot Desking enabled, when you start the Contact Center Agent Desktop, you are automatically mapped to the relevant terminal and address without user intervention. If you are working in a Citrix environment and Hot Desking is enabled, you are presented with a dialog box asking you to enter your workstation name. Logging on to the Agent Desktop After the application is started, you can log on. When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, or Web communications contacts). If you are assigned to a skillset for a particular media, you can receive and create contacts in that media. To log on 1 Start the application. In Windows Explorer or Internet Explorer, type where <servername> is the name of the server where the Agent Desktop application is installed. Your system administrator can provide the correct server name. Tip: If you or your system administrator creates a shortcut on your desktop, you can start the application by clicking the Agent Desktop icon. Result: The Agent Desktop telephony toolbar appears. 2 Click Logged Out. Result: The result depends on which type of agent you are: a. If you are an agent who handles messages or outbound calls, the Enter Login Details window appears. Agent Desktop User Guide 29

30 Using the Contact Center Agent Desktop Standard 7.02 Your logon ID is displayed in the ID box, based on the Communication Control Toolkit implementation for your contact center. In the Password box, type your current password. Initially, for multimedia agents, your password is the same as your Agent Logon ID. You must change your password using the steps outlined in Changing your password on page 33. Result: The system verifies your password and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. b. If you do not handle outbound or contacts, you are not presented with a login prompt. Your logon ID is completed based on the Communication Control Toolkit implementation for your contact center. Result: The system verifies your logon ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. When you log on, your status is automatically set to Not Ready. For more information, see Changing your status on page 41. To log on in a Citrix environment Follow this procedure to log on to the Contact Center Agent Desktop if you are working in a Citrix environment with Hot Desking enabled. 30 Contact Center Agent Desktop

31 June 2009 Using the Contact Center Agent Desktop 1 Start the application. In Windows Explorer or Internet Explorer, type where <servername> is the name of the server where the Agent Desktop application is installed. Result: The HotDeskingLogin dialog box appears. 2 Enter your workstation name, and then click OK. Result: The Agent Desktop telephony toolbar appears. ATTENTION If you click Cancel on the HotDeskingLogin dialog box, the Contact Center Agent Desktop session does not close. When you click Cancel, the Contact Center Agent Desktop continues to launch. To close the session, you must close the Agent Desktop telephony toolbar. 3 Click Logged Out. Result: The result depends on which type of agent you are: a. If you are an agent who handles messages or outbound calls, the Enter Login Details window appears. Agent Desktop User Guide 31

32 Using the Contact Center Agent Desktop Standard 7.02 Your logon ID is displayed in the ID box, based on the Communication Control Toolkit implementation for your contact center. In the Password box, type your current password. Initially, for multimedia agents, your password is the same as your Agent Logon ID. You must change your password using the steps outlined in Changing your password on page 33. Result: The system verifies your logon ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. b. If you do not handle outbound or contacts, you are not presented with a login prompt. Your logon ID is completed based on the Communication Control Toolkit implementation for your contact center. Result: The system verifies your logon ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. Logging off the Agent Desktop application This section describes how to log off of the Agent Desktop interface. Depending on the configuration of your contact center, when you log off the Agent Desktop, your phoneset can be set to idle or busy. If your phoneset is set to idle, you can still receive incoming calls on your DN key. If your phoneset is set to busy, you cannot receive any calls. This option is configured by an administrator in Contact Center Multimedia. For more information, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide. To log off On the Telephony toolbar, click Logged In. Result: The Logged In button changes to Logged Out. The system ends your current session by logging you off of Contact Center Agent Desktop. After you log off, the Agent Desktop interface closes and you do not receive any more contacts. 32 Contact Center Agent Desktop

33 June 2009 Using the Contact Center Agent Desktop If you attempt to log off while you have an active contact, the system displays a message to advise you. You must close any open contacts before closing the application. Changing your password If you are an agent who handles multimedia contacts, you must change your password. 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. To change your password 1 If the multimedia component is not already displayed, click under the Accept button on the telephony toolbar to display it. 2 Click User Settings on the Multimedia toolbar. 3 Select Change Password. 4 In the Current Password box, type your current password. Agent Desktop User Guide 33

34 Using the Contact Center Agent Desktop Standard In the New Password box, type your new password. Your new password cannot be the same as your Agent Logon ID. 6 In the Confirm Password box, retype your new password. 7 Click Save. 34 Contact Center Agent Desktop

35 June 2009 Using the Contact Center Agent Desktop Using the CCAD in a SIP-enabled contact center Introduction Read this section only if you are working in a SIP-enabled contact center. Functions of the Contact Center Agent Desktop The telephony toolbar contains buttons used to access functions that are similar to the buttons on your telephone: Accept Accept the new contact. Release/Reject If you are currently on a call, click Release to end the call. When a contact is offered to the agent, the Reject button is displayed. Originate Make a call. Hold/UnHold Place a call on Hold. Click UnHold to release the call from Hold. Transfer Transfer a call to a specific agent. Conference Conference a specific agent into the current call. Ready/Not Ready Change your state from Ready to Not Ready or from Not Ready to Ready. Logged In/Logged Out Log on to the Agent Desktop. If you are already logged on, you can log off. Call list View a list of the calls you are currently working on. Agent Desktop User Guide 35

36 Using the Contact Center Agent Desktop Standard 7.02 Activity Code Enter an activity code to indicate the type of call you are performing. For example, you might have an activity code for sales calls. Your supervisor or administrator provides the activity codes. The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center. DTMF Add digits in response to interactive voice requests. Emergency Immediately connect with your supervisor in an emergency. Supervisor Conference your supervisor into your current call. Observe Supervisors can listen in to a call between agent and a customer. The DTMF, Emergency, Supervisor, and Observe functions are hidden by default. Click the blue arrow in the top right corner to expand the toolbar and access these functions. Although you can perform actions, such as placing a customer on hold, on your phoneset, Nortel recommends that you use the Agent Desktop toolbar to carry out all telephony actions in a SIP-enabled contact center. Functions on the Multimedia PC Client The Multimedia PC Client toolbar contains buttons used for creating video, performing instant messaging functions, and sharing information with customers. For more information about the Multimedia PC Client, see the MCS 5100 Multimedia PC Client User Guide found on Helmsman ( Make a Call Start an audio or video phone call. Instant Message Send and receive text notes among one or more recipients, even while you are engaged on an active call. 36 Contact Center Agent Desktop

37 June 2009 Using the Contact Center Agent Desktop Directory Manage, track, and access information about all of your key contacts. Call Logs See a listing of incoming and outgoing calls. Friends Online Show the connection status of your friends. Preferences Change your program preferences. Send File Send a file to another user. Sharing Initiate application sharing with another user. Routes Connect to your Personal Agent to specify your routing rules. Personal Agent Connect to your Personal Agent to change your settings. Chat Join or create a chat room to begin chatting. End video Stops video. However, the voice call can still remain active. Start video Adds video to the call. Starting the Multimedia PC Client The Nortel Networks Multimedia PC Client is installed and configured on your machine by your system administrator. For more information about the Nortel Networks PC client, see the MCS 5100 Multimedia PC Client User Guide found on Helmsman ( Agent Desktop User Guide 37

38 Using the Contact Center Agent Desktop Standard 7.02 Your administrator can place an icon on the desktop for starting the Multimedia PC Client. 38 Contact Center Agent Desktop

39 June 2009 Using the Contact Center Agent Desktop To start the Multimedia PC Client On the Windows Start menu of your client machine, click All Programs > Nortel > Nortel Networks PC Client. Result: The Converged Multimedia PC Client window appears. To ensure the MCS Multimedia PC Client properly reports you as available or on the phone, you must ensure the Report when on the phone check box is selected. To enable Report when on the phone 1 Click Preferences. 2 In the Category box, click Preferences. 3 Select the Report when on the phone check box. 4 Click OK. Agent Desktop User Guide 39

40 Using the Contact Center Agent Desktop Standard 7.02 Starting the Contact Center Agent Desktop Use the same process defined in Starting the Agent Desktop on page 28 to start the Contact Center Agent Desktop. If your userid is configured on the Communication Control Toolkit server, the Agent Desktop toolbar appears. If you are not configured on the Communication Control Toolkit server, you must enter your user credentials in the User Credentials dialog box. 40 Contact Center Agent Desktop

41 June 2009 Using the Contact Center Agent Desktop Changing your status Introduction When you first log on, your status is set to Not Ready by default. Use the Agent Desktop application to set your status to Ready or Not Ready at any time. A color-coded bar on the toolbar indicates your current status as follows: Red logged off, logged on but set to Not Ready Yellow logged on but idle Green on an active (inbound/outbound) contact. The bar changes to green when a contact is presented to the Agent Desktop. Orange active contact on hold Changing to ready or not ready status When your status is set to Ready, you are available to create or receive contacts (inbound calls, outbound calls, or ) depending on your assigned skillsets. When your status is set to Not Ready, you remain logged on and can initiate new contacts or open existing contacts, but you cannot receive new contacts. You can only handle one contact at any one time. If you are currently handling a contact, you cannot create a new contact. When you set your status to Not Ready, you must select a Not Ready Reason Code, if one is configured, to indicate your reason for changing your status to Not Ready. Agent Desktop User Guide 41

42 Using the Contact Center Agent Desktop Standard 7.02 ATTENTION When CCAD agents are using another application and inadvertently activate the Agent Desktop, the agent status can be toggled by using the Enter and Spacebar keys. For example, an agent clicked on the Not Ready key and is working on another application. If the agent then inadvertently activates the Agent Desktop window and during their typing presses the Enter or Space Bar keys, the status changes to Ready. This may cause the agent to be unexpectedly presented with a contact. To change to ready status To change your status to Ready, click Not Ready. Result: The system places you in ready status. The Not Ready button changes to Ready. You are now ready to accept contacts. To change to not ready status 1 Click Ready. Result: The system places you in not ready status. The Ready button changes to Not Ready. 2 If the administrator has configured that you must enter a reason code, then you must type a reason code in the Activity Code box, and then press the Enter key. 42 Contact Center Agent Desktop

43 June 2009 Using the Contact Center Agent Desktop Working with contacts Introduction You can only work on one routed contact at a time. When you are working on a routed contact, you cannot be assigned another contact until the current contact is completed or the contact is transferred to another person. Viewing the current contact The routed contact is displayed in the list view on the Agent Desktop Telephony toolbar. The three columns provide the information about the contact: Type The type of contact: Outbound, , or Voice contact, or Dialed Number call (an outgoing call from your computer). Local The state of the contact on your machine: Ringing, Active, Held, Held for transfer (TransferInitiated), or Held for conference (ConferenceInitiated). Remote The state of the contact on the remote machine, or the other end of the connection: Alerting, Established, Failed, or Conference. When you are assigned a contact, it appears in the list view. When you make a Dialed Number (DN) call, such as dialing an outbound voice call, the information about the dialed call is also displayed in this view. Agent Desktop User Guide 43

44 Using the Contact Center Agent Desktop Standard 7.02 Understanding the status of a contact ATTENTION The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. A contact has one of the following statuses: New Contact is in the queue and will be routed to the next available agent. If a contact was postponed, the status also appears as New. Open An agent (who could be you) is working on the contact. Waiting Contact is waiting to be queued into the contact center (outbound contacts only). Closed Contact is complete. Changing the status of the contact If you fulfill a voice call, the contact status changes from Open to Closed when the call is completed. For more information, see Ending a call on page 71 for inbound voice calls. In a Multimedia-enabled contact center, you close an outbound contact by completing the call. For more information, see Ending the call on page 84. In a Multimedia-enabled contact center, when an message is complete, you must close it. For more information about closing an message, see Closing the contact on page 105. If you are working on an message, you can also forward the message to a person outside of the contact center or postpone work on the message to handle a more urgent issue. For more information about forwarding or postponing work on an message, see Postponing work on a contact on page 106. If you are a supervisor, you can close multiple contacts. To close multiple contacts, perform the following steps. 44 Contact Center Agent Desktop

45 June 2009 Using the Contact Center Agent Desktop 1 Search for a list of the contacts you want to close. 2 Select the contacts you want to close by pressing the ALT or SHIFT key while you click contacts in the search results. Selected contacts are highlighted in blue. a. Right-click a highlighted contact, and then click Close All. Result: The Close Contact Details window appears. Agent Desktop User Guide 45

46 Using the Contact Center Agent Desktop Standard 7.02 b. Complete the reason for closing the contacts. c. Add a note to describe the reason that you are closing the contacts. (optional) d. Click Close. Searching for multimedia contacts ATTENTION The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. In the operation of the Contact Center Agent Desktop as an application to handle and outbound contacts, you can search for existing contacts to review. If the multimedia component is not already displayed, click under the Accept button on the telephony toolbar to display it. You can be in either Ready or Not Ready status when searching for a contact. You can search for any , outbound, or Web communications contact recorded in the multimedia database using the following criteria: Skillset (is, is not) Status (is, is not) Subject (contains, begins with, ends with) Closed Reason (is, is not) 46 Contact Center Agent Desktop

47 June 2009 Using the Contact Center Agent Desktop Type (is, is not) Disposition code (is, is not) Mail To (contains, begins with, ends with) Mail From (contains, begins with, ends with) Arrival Date (before, on, after) ID (less than, equal to, greater than) You can use one or more search criteria to define the contacts you want to review. Each criteria limits the previous selection. For example, to find all contacts, you can create a search of the contacts based on the type. You can refine the search by adding a second search criterion, locating only the closed contacts. Agent Desktop User Guide 47

48 Using the Contact Center Agent Desktop Standard 7.02 To search for a contact 1 Click Contact Search in the multimedia toolbar. Result: The Contact Search window appears. 2 In the first column, select the contact property by which you want to search (for example, ID, subject, or status). 3 In the second column, select the restriction for the search (for example, is or is not). Tip: The search restriction depends on the contact property selected from the first column. 4 In the third column, type the text, number, or date that you want to find. The contact search is not case-sensitive). 5 Add as many search criteria rows as you require. Each additional search criteria narrows the search field. 48 Contact Center Agent Desktop

49 June 2009 Using the Contact Center Agent Desktop 6 Click Search. Result: The Search Results appear. Tip: You can sort the search results by clicking the column heading for the field by which you want to sort. Agent Desktop User Guide 49

50 Using the Contact Center Agent Desktop Standard Double-click to select the contact you want to review. Result: The Contact Details window appears. The Contact Details window contains information about the customer, the contact, and notes that agents have added to the contact record. 8 View or open the contact (see Viewing and opening a contact on page 51), or print the results of your search (see Printing search results on page 57). You can only open contacts. 50 Contact Center Agent Desktop

51 June 2009 Using the Contact Center Agent Desktop Viewing and opening a contact ATTENTION The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. In the operation of the Contact Center Agent Desktop as an application to handle and outbound contacts, you can view a multimedia contact to see what information is available. You can also open an contact. You can only open an contact when your status is set to Not Ready and if no other agent is working on it. An icon in the first column of the History tab shows the status of the contact. Icon Description The contact is new and in the queue waiting to be routed to an agent. The new contacts are usually from the customer, but they could also be contact transfers or scheduled callbacks. The contact is open, and this agent is working on it. Actions in the righthand side of the Agent Desktop window are recorded for the contact. The contact is closed. The contact is open. To view a contact 1 Use the search tool described in Searching for multimedia contacts on page 46, to find a contact. 2 Right-click, and then click Read Only Contact to view the contact details and the customer details. Result: The information in the contact details and customer details are read-only. You cannot change any of the information in the window. Agent Desktop User Guide 51

52 Using the Contact Center Agent Desktop Standard 7.02 To open a contact ATTENTION This procedure applies to all contacts and outbound contacts in a New state post CCMM_6.0_SUS_ Use the search tool described in Searching for multimedia contacts on page 46, to find a contact. 2 If the Contact History tab shows Take Ownership, another agent currently owns this customer. For more information about preferred agents for customers, see Assigning a preferred agent on page Ensure that your status is set to Not Ready. 4 Right-click, and then click Pull Contact. Result: If the Pull Contact item is not available, another agent currently has the contact open and you can only view it. If the contact is currently closed, a dialog box appears asking if you want to open it. 5 Click Yes to open the contact. Result: The Agent Desktop automatically changes your status to Ready and answers the pulled contact. In the historical contact list, the opened contact is indicated with a pin icon. The length of time that a contact stays open on the agent s desktop is controlled by the maximum open duration setting. The maximum open duration setting is configured in the Agent Desktop Configuration option of the Multimedia Administrator. When the maximum open duration time is reached, the following message appears. 52 Contact Center Agent Desktop

53 June 2009 Using the Contact Center Agent Desktop To continue working on the contact, click Continue. Agent Desktop User Guide 53

54 Using the Contact Center Agent Desktop Standard 7.02 Working with customers Introduction ATTENTION The remaining sections in this chapter refer only to the operation of the Multimedia-enabled contact center where agents work with and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. In the operation of the Contact Center Agent Desktop as an application to handle and outbound contacts, each contact is a communication, through telephone or with a customer. Contact Center Agent Desktop has a database that contains customer contact information such as the address, telephone number, or address. You can use the Agent Desktop interface to communicate with customers: by telephone, when a customer calls the contact center by telephone, when your contact center is participating in an outbound campaign by , when a customer sends an to the contact center by text chat, when a customer requests a text chat session from a web page by creating a callback to schedule a call to a customer by creating an to send information to a customer by making a call to a customer Finding a current customer You can look up customer information for a contact. To search for a customer record in the database, use one or more of the following criteria: First Name Last Name Preferred Agent 54 Contact Center Agent Desktop

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