Contact Center. Admin and Subscriber User Guide

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1 Contact Center Admin and Subscriber User Guide 11/12/2014

2 Table of Contents Configure Contact Center... 1 Queue Profile Setup... 1 Group Policies...1 Configure Basic Contact Center Settings... 6 Configure Contact Center Status and Statistics...7 Assign Supervisors to the Queue and Assign Agents to Supervisors...8 Configure Queue Announcement Settings...9 Configure the Entrance Message...10 Configure the Estimated Wait Message...11 Configure the Comfort Message...12 Configure the Music on Hold...13 Configure Call Whisper Message...14 Weighted Call Distribution Advanced Contact Center Settings Distinctive Ring...15 DNIS...16 Queue Status Notification...19 Call Disposition Code...19 Routing Policies Forced Forwarding...21 Holiday Services...22 Night Service...23 Bounced Calls - Queue...25 Comfort Message Bypass Queue...26 Overflow-Queue...27 Stranded Calls Queue...29 Global Contact Center Settings Agent Unavailable Codes Call Disposition Codes Contact Center Routing Policies Supervisor Settings Login to the Account Portal and Supervisor Client Assign and Remove Agents Agent Settings Login to the Account Portal and Manage ACD State Login to the Agent Client Application... 38

3 Configure Contact Center The following section of this guide provides instructions for managing Contact Center services and configuration settings from the TelePacific Subscriber Portal. Queue Profile Setup Group Policies Each Queue within your Contact Center has a unique queue profile. The profile includes: Contact Center Name Contact Center Calling Line ID Department (if applicable) Language and Time Zone Settings Group (Automatic Call Distribution) Policy Settings Additional Contact Center Settings Reporting Settings Agent Settings Select the Contact Center to edit. Click the Edit link next to the name of the Contact Center. Note: By default, each Contact Center will be Active and the name of the Contact Center will be automatically assigned, but can be modified from the Queue Profile page. Also, the Contact Center Type will be displayed (Basic, Standard or Premium). To learn more about the features available in each Contact Center Type, see the Contact Center Solutions Guide. 1

4 Update the Contact Center s Queue Profile. a. Select to make this Contact Center Active or Inactive. If a Contact Center is inactive, calls to this Contact Center will not be processed. b. Enter the Contact Center Name. For example, Customer Service Contact Center. This will be the name displayed on the Contact Center Reports and the Agent and Supervisor Clients. c. Enter the Contact Center Calling Line ID Last Name and First Name. This information will be displayed on the Agent s phone and call notification pop-up when a call from this Queue is presented. d. Select a Department, if applicable, to assign this Queue to. e. Select the Language setting. The default is English. f. Select the Time Zone setting. The default is Pacific Time. 2

5 Select the Group Policy. The Group Policy determines the order in which calls will be delivered to agents assigned to the queue. a. Circular: This option will ring phones in the order the agents are listed in the Agent Assignment settings, but will begin with the agent following the last agent to receive a queued call. b. Regular: This option will ring the phone in the order the agents are listed in the Agent Assignment settings. c. Simultaneous: If this option is selected, when new incoming calls from the queue are received, all agent phones will ring simultaneously. d. Uniform: This option will ring the agent that has been idle the longest. e. Weighted Call Distribution: This option will ring the agent based on pre-configured weight assignments. These weight assignments must total 100% and can be configured in in the Configure Contact Center Queue page under Weighted Call Distribution. For example, if Agent A should receive 20% of the calls and Agent B should receive 80% of the calls, the weight assignments would be configured accordingly. Note: Agents with a 0% weight assignment will only receive calls when all other agents are on a call that was delivered to them from the queue. Select the Bandwidth QoS Settings. It is recommended to leave this setting at G.711 to ensure highest call quality. 3

6 Step5 Select Contact Center Settings. a. Enter the Queue Length. This is the number of calls to be queued before the Contact Center s Overflow Routing Policy is followed. Note: Premium Contact Centers can be configured to a maximum of 525 calls, Standard Contact Centers can be configured to a maximum of 50 calls and Basic Contact Center can be configured to a maximum of 25 calls. b. Select enable video support to allow agents to receive video calls. Note: Video calling must be enabled on the incoming call and the agent must have a video supported phone for this feature to work. c. Check the Play ringing when offering a call box for callers to hear ringing when their call is being delivered to an available agent. If disabled, callers will hear announcement greetings until the call is answered by an agent. d. To allow callers to escape from the queue and be routed to another destination, such as voice mail or the Call Forward Busy Destination, check this box. Then enter the digit callers must enter to escape. To disable the escape from queue option, uncheck the box. e. To reset caller statistics when the call enters the queue, check this box. This setting applies only to calls that are routed to the queue from another queue. 4

7 Step6 Select the Reporting Settings. a. Check this box to Enable Contact Center External Reporting. This setting enables Contact Center Supervisors to run and export Contact Center Reports from the Supervisor Client. b. Select the CCRS option. Step7 Configure Agent Settings. These settings establish policies for agents that are members of the call queue. a. Allow agents to join Contact Centers. If this box is checked, agents can join/unjoin this Contact Center from the Subscriber Portal and/or the Agent Client. b. Allow call waiting: If this box is checked, agents can be presented with multiple queued calls even when already on a call. c. Enable Calls to agents in wrap-up state: If this box is checked, agents that are currently in the wrap-up ACD state will continue to receive calls. d. Check this box to Enable the maximum ACD wrap-up timer. This setting puts a limit on the number of minutes and seconds an agent can be in the Wrap-Up ACD state. Then enter the maximum minutes and seconds. e. Select the ACD state that agents assigned to this Contact Center will be put in once they wrap up an ACD Call. Options are : Wrap Up, Available, Unavailable. f. To enable auto-answer on incoming Contact Center calls, check this box. Step8 Click Save to save your changes. 5

8 Configure Basic Contact Center Settings Assign Agents to the Contact Center Queue Select the Contact Center Queue to configure. Click the Configure link next to the name of the Contact Center. Select the agents to add/remove to the queue. a. Click the arrow in the Agents header to expand the setting options. b. Select the agents to add. Use the Ctrl key to select more than one agent. Note: Available agents are users that have been assigned the Contact Center Agent service. c. Click the right arrow button to add the agents to the Assigned Agents list. d. To reorder the agents, use the up and down arrow keys. Note: The order of the agents is important for both the Regular and Circular Group Policy settings. e. To remove agents, select the agents to remove from the Assigned Agents list, and then click the left arrow key. f. Click Save. 6

9 Configure Contact Center Status and Statistics Configure Daily Report settings. Each Contact Center includes the option for daily ed reports. These reports include contact center statistics and agent statistics. It is delivered in.xls format. From here you enable this feature and set up the receiving address. a. Check Daily Report to enable daily ed reports for this Contact Center. b. Select the reporting period. This represents the time intervals that are reported on. Options include 30 or 60 minute intervals. c. Enter the address of the receiving party or parties. You can enter up to two addresses. d. Click Save. View current queue statistics. The current number of calls in queue and total number of agents currently staffed in the queue is displayed from the Queue Status tab. a. Click the Queue Status tab. b. View current queue status. 7

10 View queue and agent statistics. Queue and agent details can be viewed in real-time or can be displayed with historical data. To view: a. Click the Queue and Agent Statistics tab. b. To view real-time statistics, click Display Current-time statistics. c. Click Save. d. To view a historical time interval, select the dates and times to report. e. Click Save. f. The report data is displayed on the page. Note: To include real-time queue and agent statistics in the historical report, click the Display Current-time statistics box. Assign Supervisors to the Queue and Assign Agents to Supervisors Assign Supervisor to the Contact Center. a. From the Configure Contact Center Queue page, click the arrow in the Supervisors header to expand the setting options. b. Select the Supervisors tab. c. Select the Supervisors to assign to the queue. Use the Ctrl key to select more than one supervisor. d. Click the right arrow button to add the supervisors to the Assigned Supervisors list. e. To remove supervisors, select the supervisors to remove from the Assigned Supervisors list, and then click the left arrow key. f. Click Save. 8

11 Assign agents for the supervisor to manage. For Supervisors to manage queues and agents from the Contact Center. For Supervisors to manage queues and agents from the Contact Center Supervisor Client, the agents they are managing must be assigned to them. a. Select the Assign Agents tab. b. Select the agents to assign to the supervisor. Use the Ctrl key to select more than one agent. Note: Available agents are agent users that have been assigned to this Contact Center as agents. c. Click the right arrow button to add the agents to the Assigned Agents list. d. To remove agents, select the agents to remove from the Assigned Agents list, and then click the left arrow key. e. Click Save. Configure Queue Announcement Settings Call queue announcements are messages and music that callers hear while waiting in queue. There are four types of call queue announcements: Entrance: Played when callers first reach the queue. For example, Thank you for calling ABC Company. An agent will be with you shortly. Optionally, it can be set as mandatory. If the mandatory option is not selected and a caller reaches the call queue while there is an available agent, the caller will not hear this announcement and will be transferred to an agent. Estimated Wait: Notifies the caller with either their estimated wait time or position in the queue. If this option is enabled, it plays after the entrance greeting and before the comfort greeting. This greeting is only played once while the caller is waiting in queue. Comfort: Played after the entrance message and before the music on hold. This is typically a custom announcement that plays information such as current promotions or information about products and services. Music on Hold: Played after the comfort message in a repetitive loop. This announcement is typically a music file. Call Whisper: Played to the agent upon receipt of a call from the queue. For example, Call from: Customer Service Queue. 9

12 Configure the Entrance Message Click the Announcements arrow to expand the setting. Click the Entrance Message tab. Step5 Check the Play Entrance Message box. This will enable the entrance message. To disable the message, uncheck the box. Click the Entrance message is Mandatory when played box (optional). This will play the entrance message to all callers, regardless of agent availability. Assign a message to the queue. Entrance messages can be configured with the default system message or customized. a. Click Default to select the default message option. OR b. Click Custom to select the custom message option and upload a.wav file. c. Up to three entrance messages can be stored. If multiple messages are stored, they will be played in the order listed Click Browse to search for a file. d. Find the file on your computer. e. Click Open. f. If necessary, repeat these steps to add additional messages. Step6 10

13 Configure the Estimated Wait Message Click the Estimated Wait Message tab. Check the Enable estimated wait message for queued calls box. This will enable the Estimated Wait Message. To disable, uncheck the box. Select the type of wait message to be played. a. If enabled, select the Announce Queue Position option to notify the caller of their position in queue. b. Enter a maximum number. For example, if this was set to 20 or lower, callers 20 and lower would hear their position in queue. The twenty-first caller and higher would not hear the message. c. Select Play High volume message (optional). If selected, a high volume message would be played to callers with a position in queue higher than the configured maximum. OR d. If enabled, select Announce wait time. e. Enter the maximum wait time. For example, if this was set to two minutes or lower, callers with an estimated wait time of two minutes or less would hear their wait time. f. Select Play High volume message (optional). If selected, a high volume message will be played to callers with an estimated wait time greater than the configured maximum. The estimated wait time is calculated by: Estimated Wait Time = (caller s position in queue * average call handling time) / number of agents available. g. Enter the Default handling time. 11

14 Configure the Comfort Message Click the Comfort Message tab. Check the Play Comfort Message box. Enter the time between messages (in seconds). This setting configures the frequency by which that the comfort message will be played. Once the comfort message has played to completion, the caller will hear hold music (if enabled). Configure the message to be assigned to the queue. Comfort messages can be configured with the default system message or customized. a. Click Default to select the default message option. OR b. Click Custom to select the custom message option and upload a.wav file. Up to four comfort messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. c. Click Browse to search for a file. d. Find the file on your computer. e. Click Open. f. If necessary, repeat these steps to add additional messages. Step5 12

15 Configure the Music on Hold Click the Music on Hold tab. Check the Enable Music on Hold box. Configure the music on hold to be assigned to the queue. Music on hold can be configured with the default system message or customized. a. Click Default to select the default music on hold option. OR b. Click Custom to select the custom music on hold option and upload a.wav file. Up to four music on hold message files can be stored. If multiple files are stored, they will be played in the order listed. Note: These files will not alternate; they will each play to completion. c. Click Browse to search for a file. d. Find the file on your computer. e. Click Open. f. If necessary, repeat these steps to add additional messages. 13

16 Configure Call Whisper Message Click the Call Whisper Message tab. Check the Play Call Whisper box. Configure the call whisper message to be assigned to the queue. Call Whisper can be configured with the default system message or customized. a. Click Default to select the default music on hold option. OR b. Click Custom to select the custom music on hold option and upload a.wav file. Note: These files will not alternate; they will each play to completion. c. Up to four comfort messages can be stored. If multiple messages are stored, they will be played in the order listed. d. Click Browse to search for a file. e. Find the file on your computer. f. Click Open. g. If necessary, repeat these steps to add additional messages. Weighted Call Distribution If the Weighted call distribution is selected in the Contact Queue Profile, you must configure the weight assignments. Assign weights to agents that are members of the Contact Center. a. Click the arrow in the Weighted Call Distribution header to expand the setting options. Enter the weight percentages to the agents. The percentages must equal 100%. 14

17 Advanced Contact Center Settings Distinctive Ring The distinctive ring feature allows a special ring pattern to be assigned to the Contact Center. Therefore, when agents receive call from this Contact Center, their phone will play that special ring pattern. Expand setting options for Distinctive Ring. a. Click the arrow in the Distinctive Ring header to expand the setting options. Enable Distinctive Ring. Check the Enable distinctive ringing for Contact Center calls box. Select the ring pattern for calls distributed to agents from the Contact Center. From the drop-down menu, select the preferred ring pattern. Step5 Select the ring pattern for call distributed to agents when a supervisor is forcing the call to the agent. From the drop-down menu, select the preferred ring pattern. 15

18 DNIS Each Contact Center has the capability to be associated with multiple DNIS (Dialed Number Inbound Service) numbers. DNIS allows a single queue to be used to distribute calls to agents but to prioritize those calls so that more important calls are distributed first. DNIS also allows calls to be tagged so that an agent knows what number the caller called. This allows a single queue to support multiple companies without the caller knowing that they have been combined into a larger group. For example, if agents are answering calls on behalf of multiple companies, each phone number can be configured as a unique DNIS number and agents will know which type of call they are answering based on DNIS Display Settings. By default, the primary phone number associated with the Contact Center will be set as the only DNIS number. You can add up to 63 additional DNIS to a single Contact Center. Note: The DNIS service is only available for Premium Contact Centers. Expand the setting options for DNIS. a. Click the arrow in the Distinctive Ring header to expand the settings. Configure DNIS Display Settings. These settings impact what the agents will see when they receive an incoming call from a configured DNIS number. a. To display the DNIS number to the agent instead of the caller ID number of the caller, check the first box. b. To display the DNIS name to the agent instead of the caller ID name of the caller, check the second box. Configure DNIS Priority Settings. These settings determine how to treat calls when there are multiple calls queued with various DNIS priorities assigned to them. There are four levels of priority, 0-3 with zero being the highest. a. Check the first box to automatically promote calls with a Priority 1 to Priority 0 after X number of seconds and enter the number of seconds before the call is promoted. b. Check the second box to automatically promote calls with a Priority 2 to Priority 1 after X number of seconds and enter the number of seconds before the call is promoted. c. Check the third box to automatically promote calls with a Priority 3 to Priority 2 after X number of seconds and enter the number of seconds before the call is promoted. Add new DNIS Numbers. Click the Add button. 16

19 Step5 Enter a name for the DNIS number. Enter the DNIS name to be displayed. Step6 Step7 Step8 Step9 Step 10 Assign a phone number. Using the drop-down menu, assign a phone number. This represents the phone number that callers dial to reach the Contact Center. Assign an extension. Each DNIS can be assigned a unique extension. Assign a priority. Options include Priority 0-3, with 0 being the highest priority level. If there are multiple calls in queue with various priority levels, calls will be delivered to agents based on their assigned priority level. Enter the Calling Line ID. If agents are able to place outbound Contact Center Calls from various DNIS numbers, enter the Calling Line ID Phone Number here. Check the Use custom calling line name settings box. If agents are able to place outbound Contact Center Calls from various DNIS numbers, enter the Calling Line ID Name information. 17

20 Step 11 Step 12 Enable custom DNIS announcement settings. Check this box to enable unique announcements for this DNIS number. Like the Contact Center, each DNIS can have unique announcements assigned to it. Entrance Message Estimated Wait Message Comfort Message Music on Hold Message Call Whisper Message Note: If custom announcements are not enabled, callers will hear the announcements associated with the Contact Center primary number. Enable agents to place outgoing calls from the DNIS number. This feature allows agents to select the configured DNIS number for the Contact Center Agent Client when placing outbound calls. If selected, the calling party will see the Calling Line ID of the DNIS, not the main Contact Center. To enable, click the Allow outgoing Contact Center Call box. Step 13 18

21 Queue Status Notification The Queue Status Notification feature, when enabled notifies agents when certain Contact Center thresholds are met. The agent will see the notification on their desktop phone. Enable Queue Status Notifications. Click the Enable notification of queue status to agent devices box. Select and configure the queue thresholds. a. Check the No. of calls in queue: XX to enable the notification when the configured number of calls are currently waiting in queue. b. Check the Longest waiting time XXX seconds to enable the notification when calls have been waiting for the configured numbers of seconds. Call Disposition Code Disposition codes allow agents to enter preconfigured codes to a contact center call. The purpose of these codes is to associate a given call with a marketing promotion or other category. The disposition codes contain two elements: an identification value and a description and are assigned by the agent from the Contact Center Agent Client. Disposition Codes can be created at the Contact Center level, and made available to all other Contact Centers within the Group (location). Enable Disposition Codes. Click the Enable Disposition Codes box to enable the use of the feature for agents assigned to the Contact Center. Select which codes are available to agents. To allow agents to select Call Disposition codes that have been created at the Group level, check the Use group codes in addition to Contact Center codes. 19

22 Configure the code to assign to agents if a code is forced. Call Disposition Codes can automatically be assigned if an agent does not select a disposition code. To enable this functionality, check the Force use of call disposition codes with default codes then select the default code to be assigned from the drop-down menu. Note: Review Step 4 if there are not any Group Level Disposition Codes available to assign. Add Call Disposition Codes. Click the Add button. a. Check the Active box to enable this disposition code for use. b. Enter the code. This can by any alpha or numeric code. For example, 001 c. Enter the description. For example, Call back next year. Step5 20

23 Routing Policies Forced Forwarding Allows calls to temporarily be redirected to another destination. Expand the setting options for Forced Forwarding. a. Click the arrow in the Forced Forwarding ACD header to expand the setting options. Enable Forced Forwarding. Click the on radio button. Step5 Step6 Step7 Enter the phone number to redirect calls to. This can be any 10-digit phone number or extension. Optionally, enable the Forced Forwarding Feature Access code. If Allow feature access codes to configure forced forwarding box is checked, this feature can be enabled/disabled using the Feature Access Code 72 to enable and #73 to disable from your phone. Optionally, enable an announcement. If the Play announcement before forwarding box is checked, the caller will hear an announcement before the call is forwarded. If the announcement option is selected, configure the announcement. a. Click Default to select the default message option. OR b. Click Custom to select the custom message option and upload a.wav file. c. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. d. Click Browse to search for a file. e. Find the file on your computer. f. Click Open. g. If necessary, repeat these steps to add additional messages. 21

24 Holiday Services The Holiday Service feature is used to redirect contact center calls during designated holidays. There are three actions to select from: 1. None: This is the default action. If selected, calls will be processed as they are typically processed during normal business hours. 2. Perform Busy Treatment: This treatment will forward calls to either the Contact Center Voic (if configured) or to the Call Forward Busy destination (if configured). 3. Transfer to phone number: This treatment will forward calls to the specified forward to destination during holiday hours. Expand the setting options for Holiday Service. a. Click the arrow in the Holiday Service ACD header to expand the setting options. Select one of the 3 Holiday Service options. Options include: None, Busy Treatment, Forward to a specific phone number. Assign the Holiday Schedule. Select the Holiday Schedule in the drop-down. Step5 Step6 Optionally, enable an announcement. If the Play announcement before holiday service action box is checked, the caller will hear an announcement. Configure the announcement. If the announcement option is selected, configure the announcement: a. Click Default to select the default message option. OR b. Click Custom to select the custom message option to upload a.wav file. c. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. d. Click Browse to search for a file. e. Find the file on your computer. f. Click Open. g. If necessary, repeat these steps to add additional messages. 22

25 Night Service Night Service is used to route calls to a specified destination during non-business hours. This service can be set to automatically route callers to the destination (referred to as Normal Mode, or can be enabled manually (referred to as Manual Override Mode). There are three actions to select from: 1. None: This is the default action. If selected, calls will be processed as they are typically processed during normal business hours. 2. Perform Busy Treatment: This treatment will forward calls to either the Contact Center Voic (if configured) or to the Call Forward Busy destination (if configured). 3. Transfer to phone number: This treatment will forward calls to the specified forward to destination during nonbusiness hours. Step5 Step6 Expand the setting options for Night Service. Click the arrow in the Night Service ACD header to expand the setting options. Select one of the 3 Night Service options. Options include: - None - Busy Treatment - Forward to a specific phone number Assign the Business Hours. Select the Business Hours schedule from the drop-down menu. Call will be routed to the Night Service only during hours outside of this schedule. Optionally, enable the Feature Access codes to override the Night Service. If Allow feature access codes to manually override night service box is checked, feature access codes can be entered to override this service. Optionally, enable an announcement before the call is sent to the night service. If the Play announcement before night service action box is checked, the caller will hear an announcement before the call is forwarded. Select the announcement to play in manual override mode. If an announcement is configured, then select which announcement to play if the service is set to manually override mode. 23

26 Step7 Step8 Configure the Normal Mode announcement. a. If the announcement option is selected, configure the announcement to be played. b. Click Default to select the default message option. OR d. Click Custom to select the custom message option and upload a.wav file. e. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. f. Click Browse to search for a file. g. Find the file on your computer. h. Click Open. i. If necessary, repeat these steps to add additional messages. Configure the Manual Mode announcement. If the announcement option is selected, configure the announcement to be played. a. Click Default to select the default message option. OR b. Click Custom to select the custom message option and upload a.wav file. c. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. d. Click Browse to search for a file. e. Find the file on your computer. f. Click Open. g. If necessary, repeat these steps to add additional messages. Step9 24

27 Bounced Calls - Queue A bounced call is a call that is being routed to the agent but for some reason (agent does not answer the call, they change to unavailable, their device is not registered, and so on) the call is not answered. Step5 Step6 Step7 Expand the setting options for Bounced Calls. Click the arrow in the Bounced Calls - Queue header to expand the setting options. Enable treatment of bounced calls and configure number of rings. Check the Bounce Calls after XX Rings box to enable the bounced calls servce. Enter the number of rings before a call is considered bounced. Configure a new destination for bounced calls to be routed to. Check Transfer to phone number/sip-uir box to route bounced calls to a destination other than the queue. If this option is not selected, bounced calls will return to the queue. Select settings if an agent becomes unavailable. To bounce a call if an agent is transitioned to the unavailable ACD state while the call is being routed to them, check the Bounce Calls if agent becomes unavailable while routing the call box. Set agent alert. To alert an agent when they have a Contact Center call placed on hold for longer than a pre-configured time, check the Alert Agent if call is on hold for longer that X seconds box. Then enter the number of seconds when an agent will be alerted on their phone. Enable bounced calls rules for calls that are placed on hold. This feature will bounce calls back to the queue if they are placed on hold for longer than X seconds by the agent. 25

28 Comfort Message Bypass Queue An alternate comfort message can be enabled for calls that are expected to be answered quickly instead of the normal comfort/music-on-hold treatments. This policy applies after the entrance message has finished playing (if applicable). The time threshold that triggers the Comfort Bypass message is configurable. When a new incoming call is received by the queue, if the longest waiting time for a call in the queue is less than or equal to this threshold, then the alternate comfort message service is triggered. The Comfort Bypass message options include playing ringback and/or playing a specific Comfort-bypass announcement. Comfort Bypass message is only configurable at the Contact Center level and is not available to be configured at the DNIS level. Expand the setting options for Comfort Message Bypass. Click the arrow in the Comfort Message Bypass Queue header to expand the setting options. Enable comfort message bypass. Select the On button. Configure estimated wait time for when this service is enabled. Enter the system calculated estimated wait time. This is the estimated time a caller will be waiting until their call is answered. Whenever the estimated wait time is less than this configured time, they will bypass the comfort message announcement. Optionally, enable an announcement to be played to the caller. To play a specific announcement after the caller has waited X number of seconds, check the Play announcement after ringing for X seconds box. Enter the number of seconds. 26

29 Step5 Step6 Configure the announcement. If the announcement option is selected, configure the announcement to be played. a. Click Default to select the default message option. OR b. c. Click Custom to select the custom message option and upload a.wav file. d. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. e. Click Browse to search for a file. f. Find the file on your computer. g. Click Open. h. If necessary, repeat these steps to add additional messages. Overflow-Queue The Overflow settings allow the configuration of specific routing behavior if the call stays in the queue beyond a configurable time threshold or if the queue has reached its maximum capacity. Expand the setting options for Overflow - Queues. Click the arrow in the Overflow Queue header to expand the setting options. Select the Overflow action. Options include: - Perform Busy Treatment - Transfer on phone number - Play ringing until the caller hangs up 27

30 Select when to apply the overflow rules. Calls will follow overflow rules in two situations: 1. The queue threshold is met. The queue threshold represent the maximum number of calls that can be queued at any time. This setting is configured on the Queue Profile page. 2. Callers have been waiting for a preconfigured number of seconds. To enable this option, check the Enable Overflow after calls wait X seconds box. Then enter the number of seconds. Step5 Step6 Optionally, enable an announcement to be played to the caller before the overflow rule is applied. Check the Play announcement before overflow processing box. If the announcement option is selected, configure the announcement to be played. a. Click Default to select the default message option. OR b. Click Custom to select the custom message option and upload a.wav file. c. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. d. Click Browse to search for a file. e. Find the file on your computer. f. Click Open. g. If necessary, repeat these steps to add additional messages. 28

31 Stranded Calls Queue A stranded call is a call that is being processed by a queue that has no agents currently staffed. (An agent is said to be staffing a queue if the agent has joined the queue and is not in the sign-out state.) If the last agent staffing a queue unjoins the queue or signs out, then all calls in the queue become stranded. If an incoming call is received by a queue with no agents staffing the Contact Center, then the call is initially put in the queue. Once the queued call is ready to be offered to an agent, if there are no agents staffing the queue, then the call is processed as a stranded call. In particular, if the mandatory entrance message option is enabled, then the entrance message is played to completion before the call is handled as a stranded call. There are multiple options for handling stranded calls. The following actions may be configured: 1. None: Calls remain in the queue. 2. Busy: Calls are removed from the queue and are provided with Busy Treatment. If the queue is configured with the Call Forwarding Busy or the Voice Messaging service, then the call is handled accordingly. 3. Transfer: Calls are removed from the queue and are transferred to the configured destination. 4. Night Service (Premium only): Calls are handled according to the Night Service configuration. If the Night Service action is set to none, then this is equivalent to this policy being set to none (that is, calls remain in the queue). 5. Ringing (Premium only): Calls are removed from the queue and are provided with ringing until the caller releases the call. The ringback tone played to the caller is localized according to the country code of the caller. 6. Announcement (Premium only): Calls are removed from the queue and are provided with an announcement that is played in a loop until the caller releases the call. Expand the setting options for Stranded Calls - Queue. Click the arrow in the Stranded Calls Queue header to expand the setting options. Select the Stranded Calls action. Options include: - Leave in queue - Perform Busy Treatment - Transfer on phone number (and enter the phone number) - Night Service - Play ringing until the caller hangs up - Play announcement until the caller hangs up 29

32 Configure the announcement. If the announcement option is selected, configure the announcement to be played. a. Click Default to select the default message option. OR b. Click Custom to select the custom message option and upload a.wav file. c. Up to four messages can be stored. If multiple messages are stored, they will be played in the order listed. Note: These messages will not alternate; they will each play to completion. d. Click Browse to search for a file. e. Find the file on your computer. f. Click Open. g. If necessary, repeat these steps to add additional messages. Global Contact Center Settings Global Settings apply to all agents and Contact Centers assigned to the Enterprise. Agent Default Settings Configure Guard Timer settings. The Guard Timer defines the amount of time between when an agent completes a call and when a new call can be presented to them. It provides a short interval after the completion of a call before a new call will start ringing their device. Configuration Options include Default and Enterprise. The Default setting is 5 seconds. To change the Default settings, click the Enable guard time for X seconds box and select a new time from the drop down menu. 30

33 Configure Agent Unavailable Settings. Configuration Options include Default and Enterprise. To configure these settings for all locations in the enterprise, select the Enterprise option. The default will only impact Contact Centers within your location. a. Check the Force Agent to unavailable on do not disturb activation box to put agents into the Unavailable ACD state when they enable Do Not Disturb on their extension. b. Check the Force Agent to unavailable on personal calls box to put agents into the Unavailable ACD state when they have placed a personal phone call. c. Check the Force Agent to unavailable after X number of consecutive bounces box to put agents in the Unavailable ACD state when calls are bounced against their extension. For example, if an agent is in the Available state, but for some reason not answering the call will bounce. This setting will automatically transition them to the Unavailable state. Select the number of bounces before this action takes place. 31

34 Agent Unavailable Codes Expand the setting options for Agent Unavailable Code. Click the arrow in the Agent Unavailable Codes header to expand the setting options. Enable Agent Unavailable Codes. Check the Enable Agent Unavailable Codes box to enable Unavailable Codes for agents. Make the Default Unavailable code settings. a. Select the default code to assign the agents when they activate Do Not Disturb. b. Select the default code to assign to agents when they are engaged on personal calls. c. Select the default code to assign to agents when calls are consecutively bounced against their extension. Step5 Add Agent Unavailable Codes. a. Click the Add button. b. Check the Active box to enable the code for use. c. Enter the code, for example MTG d. Enter the description of the code, for example Daily Team Meeting. 32

35 Call Disposition Codes Expand the setting options for Call Disposition Codes. Click the arrow in the Call Disposition Codes header to expand the setting options. Add Call Disposition Codes. a. Click the Add button. b. Check the Active box to enable the code for use. c. Enter the code, for example LB d. Enter the description of the code, for example Lunch Break. Contact Center Routing Policies Contact Center Routing Policies define which call to present to an agent when the agent is assigned to multiple Call Centers and calls are queued against multiple Call Centers. Expand the setting options for Contact Center Routing Policies. Click the arrow in the Contact Center Routing Policies header to expand the setting options. Select how to prioritize calls. Select Longest Wait Time to prioritize calls that have been waiting the longest. Select Priority Order to prioritize based on the assign priorities of each Contact Center within the Group (location). Assign priorities. Only if the Priority Order option is selected are priorities assigned. Enter the priority order of each Contact Center. 33

36 Login to the Agent Client Application Click the Settings tab. Scroll down to the Contact Center settings. Expand the Client App option. Click on the arrow to expand. Click the Client App link. The Agent Client Application will launch in a separate tab in your browser. a. Enter your username and password. This is the same username and password used to access the Account Portal. b. Click Sign In. NOTE: To learn how to use the Agent Client Application, see the Contact Center Agent Client Quick Start Guide. 34

37 Contact Us For further assistance, including how to contact TelePacific, please access InsideTelePacific.com 35

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