Alcatel-Lucent OmniTouch Contact Center Standard Edition. Agent on VoIP Plug-in R10.0

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1 Alcatel-Lucent OmniTouch Contact Center Standard Edition Agent on VoIP Plug-in R10.0

2 Legal notice: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2012 Alcatel-Lucent. All rights reserved. The CE mark indicates that this product conforms to the following Council Directives: /108/EC (concerning electro-magnetic compatibility) /95/EC (concerning electrical safety) /5/EC (R&TTE)

3 Chapter 1 Detailed description Overview VoIP Plug-in Interface Available Features Configuring Headset Audio Parameters Answering an Incoming Call from the VoIP Plug-in Ending a Call from the VoIP Plug-in Logging out from the VoIP Plug-in (Log off Operation) Closing the VoIP Plug-in

4 0-2

5 _nigeb-egnahc_ 1.1 Overview This document is a quick guide which presents available operations on the VoIP plug-in. The VoIP plug-in is a software application installed on the PC where your Agent Desktop application is running. This software application is used on the PC to support voice communication over IP. Equipped with a headset connected to the PC, the VoIP plug-in enables to handle phone calls from your Agent Desktop instead of using a separate physical phone set. The VoIP plug-in has its own graphical interface. It is represented by an icon and contextual menu on the PC desktop. It provides: - Basic telephony features. You can take an incoming call, release the current call, and modify your agent state when idle (logging off). In these conditions, you can always take or release the current call if your Agent Desktop fails - Audio features. You can adjust headset earphones and microphone audio parameters The VoIP plug-in is launched on the PC when you start an Agent Desktop session. At login, the VoIP plug-in directory number must be entered rather than the authorized phone set directory number. When the VoIP plug-in runs, it operates as a standard phone set, but with the interface on your workstation coupled with an Agent Desktop application. 1.2 VoIP Plug-in Interface The VoIP plug-in interface is accessible by a context sensitive icon on the tool bar of the PC desktop where your Agent Desktop is running. 1-1

6 _nigeb-egnahc dne-egnahc_ Chapter 1 This context sensitive icon: Figure 1.1: VoIP Plug-in Interface Example - Indicates the state of the VoIP plug-in. Point the mouse over the icon to display information Icon State Disconnected (out of service) Connected (in service) In ringing phase (new incoming call) In communication phase (call in progress) (arrow flashing) Note: Call statuses are also accessible from the navigation bar of the Agent Desktop. - Provides access to a contextual menu with the VoIP plug-in features 1-2

7 _dne-egnahc_ Figure 1.2: Contextual Menu Example 1.3 Available Features The table below describes the features provided by the VoIP plug-in contextual menu. Caution 1: Features availability in the contextual menu depends on the VoIP plug-in state. For example: the Hang-up feature is only available when the VoIP plug-in is in the communication state. Feature Meaning Availability Connect UA link To put the VoIP plug-in in service VoIP plug-in is out of service Disconnect UA link To put the VoIP plug-in out of service VoIP plug-in is in service and you are logged out Adjust Audio Wizard... Adjust Audio Pickup Hang-up LogOff Configuration... To adjust headset earphones and microphone audio parameters To adjust headset earphones and microphone audio volume To take an incoming call signaled by the context sensitive icon. See: Answering an Incoming Call from the VoIP Plug-in To release the current call. See: Ending a Call from the VoIP Plug-in To log out from the VoIP plug-in and the phone call distribution system. See: Logging out from the VoIP Plugin (Log off Operation) To change the language of the contextual menu To configure the VoIP plug-in connection parameters VoIP plug-in is idle VoIP plug-in is in communication VoIP plug-in is ringing VoIP plug-in is in communication VoIP plug-in is idle VoIP plug-in is in service VoIP plug-in is out of service About Alcatel VoIP plug-in Caution 2: Do not change the current configuration without the agreement of your system administrator. To display information on the VoIP plug-in Always available 1-3

8 _nigeb-egnahc dne-egnahc nigeb-egnahc_ Chapter 1 Feature Meaning Availability Close the Alcatel VoIP plug-in application To close the VoIP plug-in from your PC desktop. To execute this feature, see: Closing the VoIP Plug-in VoIP plug-in is out of service 1.4 Configuring Headset Audio Parameters 1. Select Adjust Audio Wizard... from the contextual menu An information window opens 2. Click Next A configuration window opens Fill in the following parameters: In the Voice frame drop-down list, select the audio device to use for the headset In the Ringing frame, select the audio device and the sound file to use as ringing melody 3. Click Next A new configuration window opens 1-4

9 _dne-egnahc nigeb-egnahc dne-egnahc_ Adjust the volume cursors of headset earphones to improve quality of reception 4. Click Next. A new configuration window opens Adjust the volume cursors of headset microphone to improve broadcast quality 5. Click Next A confirmation window opens 6. Click Finish 1.5 Answering an Incoming Call from the VoIP Plug-in 1-5

10 Chapter 1 An incoming call is signaled by the icon in the tool bar of the PC desktop (and by the yellow flashing icon in your Agent Desktop). To take the call from the VoIP plug-in, click the icon or select Pickup from the contextual menu. The communication establishment is signaled by the icon in the tool bar of the PC desktop. 1.6 Ending a Call from the VoIP Plug-in A call in progress is signaled by the icon in the tool bar of the PC desktop (and by the icon in your Agent Desktop). To end the call from the VoIP plug-in, click the icon or select Hang-up from the contextual menu. At the end of call, the VoIP plug-in gets back to the "Ready" state, as shown by the icon in the tool bar of the PC desktop. In the Agent Desktop, your are put in Not Ready - After Call Work state for several second before being in the "Ready" state again. 1.7 Logging out from the VoIP Plug-in (Log off Operation) To log out from the VoIP plug-in, select LogOff then Hang-up from the contextual menu. The Agent Desktop indicates Logout (red color). 1.8 Closing the VoIP Plug-in Ensure your are logged out and the VoIP plug-in is out of service. The icon must be present in the tool bar of the PC desktop. To close the VoIP plug-in, select Close the Alcatel VoIP plug-in application from the contextual menu. The icon disappears from the tool bar of the PC desktop. The Agent Desktop indicates Out Of Service (red color). 1-6

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