Interaction Manager OFT 605 (Part1)

Transcription

1 Interactin Manager OFT 605 (Part1) Cpyright 2014 ICS, McGill University

2 Table f Cntents What is Interactin Manager?... 1 Features and Benefits... 1 Launch Interactin Manager... 1 Screen Layut... 2 Cnfiguring Interactin Manager... 3 Cntrlling Yur Status... 4 Using the Dialer... 5 Using the Cmpany Directry... 5 Handling Phne Interactins... 5 Accepting a New Phne Interactin... 5 Placing a Caller n Hld... 5 Transferring a Caller (Supervised transfer)... 6 Unsupervised Transfer... 7 Cnferencing Callers... 8 Mute / Unmute Yurself frm the Caller... 9 Ending an Interactin... 9 Exercises Dcumentatin Cpyright 2011 ICS, McGill University

3 What is Interactin Manager? Brwser based call cntrl and cntact management tl Can receive and handle interactins frm different media like phne, and the web. Agents can wrk frm any cmputer with an internet cnnectin. Features and Benefits Brwser based interface, t wrk lcally (intranet) r remtely (internet) Multimedia ready, accepting phne calls, s, chats and call back requests Cnferencing capability allws participatin by Supervisrs and ther agents. Launch Interactin Manager 1. Start Internet Explrer 2. Enter the URL fr CallCenter@nywhere Add this page t yur Internet Explrer Favrites menu. 3. Enter the fllwing: The CallCenter alias f the Cmpany that yu have access Yur user name (firstname.lastname) Yur passwrd. ( passwrd) 4. Click the Interactin Manager icn. ICS Page 1

4 Screen Layut An Infrmatin bar will always appear at the tp f the screen. The Call Cntrl Screen Cntains cntrls fr handling calls and making utging calls with ther Optins fr: Managing yur availability, Checking messages / missed calls Scripts / FAQs Cnfiguring Interactin Manager. ICS Page 2

5 Cnfiguring Interactin Manager Setting yur Interactin ntificatin mde 1. Click Cnfigure, then click the General tab. Chse an Incming Interactin Ntificatin mde: Ppup if yu want the Call Cntrl screen t autmatically display when yu receive an Interactin. In Windws, the applicatin icn at the bttm f yur screen will als flash. T Wrk Off-Hk (wrks nly with headset) Wrking ff-hk means that, instead f picking up the phne every time an Interactin arrives, all yu need t d is click the Accept Interactin buttn. 1. Click Cnfigure, then click the General tab. 2. Check Wrk Off-hk 3. Click OK. 4. In the Interactin Manager Call Cntrl, click Cnnect t Server. The first time when the phne rings, press the line buttn and click the Accept Interactin buttn. After that, each time when the phne rings, simply click the Accept Interactin buttn Setting Yur Extensin CallCenter@nywhere allws yu t access the CallCenter@nywhere frm a variety f lcatins. T receive calls at yur present lcatin, yu must select the type f system yur cmpany uses t rute calls t yu, and supply yur persnal extensin n that system. T Set Yur Extensin 1. Click Cnfigure, then click the Phne tab. ICS Page 3

6 2. Chse yur extensin type. At McGill we are using PBX Select PBX, and supply yur extensin number in the crrespnding phne bx. If yu wrk at hme r at a site that is different frm the CallCenter@nywhere, click Outside Phne, then enter yur Cuntry Cde and phne number. If yu select the Outside Phne radi buttn, yu can als select the Play Annuncement checkbx. If yu select Play Annuncement, the system will play a recrded message that tells yu there is a phne interactin waiting t be cnnected t yu, and giving yu the ptin f accepting r declining the phne Interactin. 3. Click OK t save yur cnfiguratin settings. Cntrlling Yur Status If yu need t leave yur statin fr lunch, a break, r need time t wrap up a recently cncluded Interactin, yu can make yurself temprarily unavailable fr new Interactins. CallCenter@nywhere autmatically rutes calls t ther Agents wh are available. T Change Yur Status 1. Frm Call Cntrl screen click Change Status buttn lcated at the bttm right. 2. Click Change Status. The Status List dialg bx appears, shwing all statuses added r mdified by yur Administratr. ICS Page 4

7 Chse yur status frm the list by dubleclicking it, r by selecting it and clicking OK Yur new status is indicated n the Infrmatin Bar, and is viewable by yur Supervisr. T quickly set yur status t Available, simply click Available in the Persnal Optins. Using the Dialer Yu can use Interactin Manager t dial numbers directly thrugh the CallCenter@nywhere. Yu can make: Internal Calls - calls t cmpany extensins. External Calls - calls t phne numbers utside yur cmpany PBX Calls Calls t anyne in yur Cmpany Directry, even if yu dn't knw their extensin numbers. Using the Cmpany Directry Yu can use Interactin Manager t call anyne in yur Cmpany Directry, even if yu d nt knw their extensin. (Yu can als call peple in yur cmpany using the Internal Call tab n the Dialer, but yu must knw their extensin.) Click the Cmpany Directry buttn. Handling Phne Interactins Accepting a New Phne Interactin When yu receive a new phne call, Interactin Manager displays the caller's phne number, if available, in the New Interactins area. T accept a Phne Interactin 1. Pick up yur phne and begin speaking. Upn accepting the call, the caller inf (if available) will display in the Active Interactin area. Placing a Caller n Hld Yu can place an active call n Hld at any time. Click Hld buttn r drag the caller frm Active Interactin t the hld area ICS Page 5

8 Interactin Manager displays the caller's number in the Hld area. T Resume Speaking with a Caller n Hld 1. Click the name r number f the caller in the Hld area. 2. Click Accept Interactin. 3. If necessary, pick up yur phne when it rings. 4. Begin speaking t the caller. CallCenter@nywhere Transferring a Caller Yu can transfer a call t a Wrkgrup, t anther Agent in the CallCenter@nywhere, t an utside line, r directly t the vic system Supervised Transfer A Supervised Transfer lets yu speak t the persn wh will receive the call befre yu make the transfer. Supervised transfers allw yu t give the receiving party any infrmatin that they may need befre they take the call. T Perfrm a Supervised Transfer 1. Place the caller t transfer n Hld 2. Dial the persn wh will receive the call. Fr example, yu can use the dialer t call their number r use the cmpany directry. When the call is cnnected, accept the Interactin. 3. Tell the persn wh will receive the call that yu are ging t transfer a call. 4. Select the caller wh is n Hld t transfer. 5. Click the Supervised Transfer buttn. CallCenter@nywhere cnnects the caller t the persn receiving the transfer, and discnnects yu frm the Interactin. Unsupervised Transfer Perfrm an unsupervised transfer when there is n need fr yu t speak t the persn wh will receive the transfer call. ICS Page 6

9 T Transfer a call t a Wrkgrup, Anther Agent, r an Outside Line Frm the Interactins Cntrl area, click Transfer t buttn. The Transfer dialg bx pens. T transfer the call t an Agent: Click the Transfer t Agent radi buttn. Click nce n the Agent s name and then click the Transfer icn, r dubleclick n the name f the Agent. Click the Cancel buttn t clse the Transfer dialg bx. The Interactin disappears frm yur Call Cntrl windw. T transfer the call t a Wrkgrup: Click the Transfer t Wrkgrup radi buttn. Duble-click the Wrkgrup that will receive the call. Click the Cancel buttn t clse the Transfer dialg bx. The Interactin disappears frm yur Call Cntrl windw. T transfer the call t a external phne number: Click the External Phne Number radi buttn. Enter the external phne number with the area cde. Click the Transfer icn. ICS Page 7

10 Cnferencing Callers Yu can direct callers t a cnference where several peple can cmmunicate simultaneusly. T Create a Cnference Befre yu can create a cnference, yu must have ne Active Interactin. Click Cnference, r drag the Active Interactin call t the Cnference area. Yu are nw in a cnference with the caller. Add ther callers t the cnference. Fr example: Dial anther number. When the call is cnnected, accept the Interactin. Select the name r number f the new call, then click the Cnference buttn. All cnference participants can hear each ther while they remain in the cnference. Once yu have created a cnference, yu can exit the cnference t answer ther calls, then return t the cnference, r exit permanently while the ther participants cntinue speaking. T Exit frm a Cnference Yu can exit a cnference, leaving the remaining participants t cntinue talking t each ther. Click Exit Cnference buttn. The callers still participating in the cnference are shwn in the Cnference area. Yu can receive new calls nce yu have exited the cnference. ICS Page 8

11 T Re-enter a Cnference If yu have exited an existing cnference fr any reasn, yu can re-enter the cnference by clicking the Enter Cnference buttn under Interactin Cntrls. T Remve a Caller frm a Cnference Yu can remve a caller frm a cnference, while allwing ther participants t cntinue speaking. 1. Select the caller that yu want t remve in the Cnference area. 2. Click Discnnect n the Interactins Cntrl grup. The remaining peple are nt affected and can cntinue their cnference. Mute / Unmute Yurself frm the Caller Yu can mute yur wrkstatin s that the caller cannt hear yu, but yu can still hear the caller. Click Mute n the Interactins Cntrl grup. Click Unmute t turn ff muting. Ending an Interactin Hanging Up If yu have nly ne caller, yu can simply hang up yur phne t end the Interactin. Alternatively, yu can click Hang Up. Discnnecting If yu have multiple callers in yur call cntrl screen, yu can select ne caller and discnnect nly that caller withut hanging up yur phne. Click the caller t discnnect n the call cntrl screen. Click Discnnect. ICS Page 9

12 Exercises Fr the fllwing exercises we need minimum 2 peple: a caller t act as a client and an agent t answer the client s call. Exercise 1 1. Use yur telephne and dial 5900 (callera calling the CallCenter) 2. Listen t the message and make a selectin 3. An available agent will pick up the phne 4. Talk with the persn and then hang up the phne. Exercise 2 T place a caller n Hld 1. Repeat step 1 and 3 f exercise 1 Instructins fr the Agent wh picked up the call: 2. Agent, place the callera n Hld 3. Call anther CallCenter agent (AgentB) Click n the Cmpany Directry Duble click an agent s name OR Dial the persn s number n the dial pad 4. Talk with the persn yu called nw(agentb) 5. Put AgentB n Hld 6. Resume cnversatin with the first caller Drag callera t Active Interactin OR Duble click the callera in the Hld area. Exercise 3 T make a Supervised Transfer 1. Repeat steps 1 t 4 f exercise#2 2. Click callera wh is n Hld 3. Click the Supervised Transfer buttn 4. Bth parties disappear frm yur screen Exercise 4 T make a Cnference Call 1. Repeat steps 1 t 5 f exercise#2 2. Click callera wh is n Hld 3. Click the Cnference buttn 4. Drag AgentB frm the Hld area t the Cnference area 5. Nw bth parties and the agent are in Cnference. 6. The agent can exit frm the cnference, by clicking the Exit Cnference buttn. ICS Page 10

13 7. Dcumentatin Fr Call User s Guide visit McGill IT Knwledge Base Search fr Article # 1411 Under Training and Dcumentatin sectin see links t: Interactin Manager User s Guide Supervisin Manager User s Guide Yur pinin cunts! Please cmplete the IT Curse Evaluatin Frm and help us imprve ur curses. Frm Minerva: Emplyee Menu > IT Custmer Services (ICS) Menu >Training Evaluatins. Thank yu ICS Page 11