contact_center.fm 5 This example describes the setup and configuration of an OpenScape Office Contact Center based on a fictional customer scenario. It is intended to assist you in setting up a customized Contact Center. Please do NOT use the values specified here as a template, since they will certainly differ from those required for the system you wish to install. Required components Licenses HiPath Manager E OpenScape Office Assistant myagent Client Software Contact Center Scenario Company X intends to operate a Contact Center with two dial-in numbers, of which one is to be used for "Service" and the other for "Sales". These two dial-in numbers are each to be processed via a separate queue. In addition to the two direct dial-in numbers, callers are also to be provided with a central toll-free dial-in option. Using digit dialing, every caller is to be allowed to connect directly with Service, Sales or the respective group voicemail box. The Contact Center will consist of six staff members who receive calls from both queues. These staff members have different skill levels for the "Service" and "Sales" areas and are to be assigned calls on the basis of their respective skills. Both queues are to have group fax, group voicemail and group e-mail. The queues must be reachable directly during business hours from 09:00 to 17:00 hours. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-1
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center If all staff are busy or not available, callers in the respective queues are to be notified accordingly and have music played back to them. If no staff member becomes free after a specific period of time, every caller is to be offered an option to leave a request for callback or be connected to the central operator using digit dialing. If no digit is dialed, the caller should be automatically placed back in the queue. During the closed hours for Service, callers are to hear an announcement indicating that they can record a voicemail with a request for callback or optionally be forwarded to an emergency number. During the closed hours for Sales and Service, callers are to hear an announcement indicating that they can record a voicemail with a request for callback or optionally be forwarded to an emergency number. In the time from 8:00 to 9:00 hours, incoming calls are to be greeted with a personal greeting and have the option of leaving a request for callback or being connected to the operator. During the lunch period from 12:00 to 13:00, an announcement should be configured for each queue indicating that callers can record a voicemail with a request for callback. Emergency concept: If the OSO server fails, certain defined workstations should have the option for agents to log in at the telephone. On these logged in devices, calls can be accepted from all queues. 5.1 Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center This section illustrates the functional principle of OpenScape Office Contact Center and the UCD function of HiPath 3000 systems using flowcharts. Please do NOT use the values specified here as a template, since they will certainly differ from those required for your system. 5-2 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center 5.1.1 UCD in HiPath 3000 with OSO Queue H3K OSO Hunt Group UCD Call Management #201 Queue Index 741 Groups / Hunt groups Call no. DID Call no. Call dest. list Name Service Day 1 No. 1 Call dest. list Target 1 #201 Target 2 - Queue This diagram shows the schematic flow of an incoming call to group. Linking group with the logical number #201 in the call destination list means that the UCD function is available in the HiPath 3000 system. This information is stored in the SQL client and automatically transferred to the OSO database. Configuring a queue with the call number in the OSO Contact Center establishes an automatic link to the UCD group on HiPath 3000. Assigning agent IDs to UCD groups in HiPath 3000 is ONLY possible for a backup concept; normally, this is controlled by the OSO server s Contact Center. 7 In normal operation, agents cannot log in to the OSO Contact Center by entering their ID on the device. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-3
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center 5.1.2 HiPath 3000 UCD Emergency Concept if the OSO Queue Fails H3K Group UCD #201 Call dest. list #260 UCD members ID 100 ID 1.. Group Index 741 Call no. DID Call dest. list Call no. Name Service Day 1 Nr. 1 Call dest. list Target 1 #201 Target 2 #260 Members UCD Group 60 ID 100 Assigned device ID 1.. Assigned device This diagram shows the schematic flow of an incoming call to group when the OSO Contact Center is not functional. Linking group with the logical number #201 in the call destination list means that the UCD function is available in the HiPath 3000 system. As no agent IDs are assigned to group #201, the call is immediately forwarded to group #260. If you assign agent IDs to UCD group #260, it is possible to manually assign these to UCD group #260 on the devices. In UCD group #260, incoming calls are then forwarded to available devices. When the OSO Contact Center is operational once more, all incoming calls are processed in group #201 only. There is no overflow to UCD group #260. This ensures that switched on emergency devices are only used in case of failure and cannot influence the call flow controlled by OSO. Assigning agent IDs to UCD groups in HiPath 3000 is ONLY possible for a backup concept; normally, this is controlled by the OSO server s Contact Center. 5-4 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center 7 Agents cannot log in to the OSO Contact Center by entering their ID on the device. 5.1.3 OSO Queue for Calls, Fax and E-Mail p p UCD 441 Queue 441 myagent myagent myagent T 441 Fax Fax 551 External pop3 account e-mail@oso.com T = Timetable UCD = Universal Call Distribution Fax = Call Centre Fax This section contains the schematic workflow for incoming calls, faxes and e-mails in an OSO Contact Center queue. An incoming call is received to UCD group 441. The incoming call is taken over by queue 441 of the OSO Contact Center and the call is immediately distributed to the active agents. If no agents are available to take the call, it is processed through schedule 441 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). An incoming fax is received by virtual fax station 551 and transferred to queue 441. The incoming fax is taken over by queue 441 of the OSO Contact Center and the fax is immediately distributed to the active agents. If the fax cannot be received by an agent, it is stored in the call list. E-mail received on the external mail server are accessed every 30 seconds by the queue 441 internal e-mail client. Received e-mail is taken over by queue 441 of the OSO Contact Center and the fax is immediately distributed to the active agents. If the e-mail cannot be received by an agent, it is stored in the call list. A POP3 e-mail account on an external e-mail server is required for using the e-mail function. The OSO server does not provide e-mail accounts. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-5
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center 5.1.4 OSO Queues with Announcement Prior to Answer or Greeting H3K OpenScape Office UCD Queue S UCD 441 Queue 441 myagent myagent myagent S 441 Fax Fax 550 External pop3 account e-mail@oso.com S = Schedule UCD = Universal Call Distribution Fax = Call Centre Fax This section contains the schematic workflow for incoming calls, fax and e-mail in an OSO Contact Center queue, where announcement prior to answer or a greeting option is provided. An incoming call is received in UCD group. The incoming call is taken over by queue of the OSO Contact Center. As there are no agents assigned to this queue, the call is immediately processed by schedule. In schedule, the caller is greeted and forwarded directly to queue 441 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). The incoming call is taken over by queue 441 of the OSO Contact Center and the fax is immediately distributed to the active agents. If no agents are available to take the call, it is processed through schedule 441 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). An incoming fax is received by virtual fax station 550 and transferred to queue 441. The incoming fax is taken over by queue 441 of the OSO Contact Center and the fax is immediately distributed to the active agents. If the fax cannot be received by an agent, it is stored in the call list. 5-6 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center E-mail received on the external mail server are accessed every 30 seconds by the queue 441 e- mail client. Received e-mail is taken over by queue 441 of the OSO Contact Center and the fax is immediately distributed to the active agents. If the e-mail cannot be received by an agent, it is stored in the call list. A POP3 e-mail account on an external e-mail server is required for using the e-mail function. The OSO server does not provide e-mail accounts. 5.1.5 Connecting Multiple OSO Queues to a Customer Scenario Service H3K OpenScape Office CC UCD Queue S UCD 441 Queue 441 myagent myagent myagent S 441 Free Call UCD 442 Queue 442 S 442 UCD 443 Queue 443 myagent myagent myagent S 443 Sales UCD 444 Queue 444 S 444 This section contains the schematic workflow for incoming calls for the "Service", "Free Call", and "Sales" queues, as described in the customer scenario. An incoming call is received in UCD group Service. The incoming call is taken over by queue of the OSO Contact Center. As there are no agents assigned to this queue, the call is immediately processed by schedule. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-7
Functional Principle of HiPath 3000 UCD and OpenScape Office Contact Center In schedule, the caller is greeted and forwarded directly to queue 441 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). The incoming call is taken over by queue 441 of the OSO Contact Center and the fax is immediately distributed to the active agents. If no agents are available to take the call, it is processed through schedule 441 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). An incoming call is received in UCD group Free Call 442. The incoming call is taken over by queue 442 of the OSO Contact Center. As there are no agents assigned to this queue, the call is processed by schedule 442. In schedule 442, the caller is greeted with the option of manually selecting the queue (441 or 443) to which they would like to be forwarded (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). An incoming call is received in UCD group Sales 444. The incoming call is taken over by queue 444 of the OSO Contact Center. As there are no agents assigned to this queue, the call is immediately processed by schedule 444. In schedule 444, the caller is greeted and forwarded directly to queue 443 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). The incoming call is taken over by queue 443 of the OSO Contact Center and the fax is immediately distributed to the active agents. If no agents are available to take the call, it is processed through schedule 443 (see Section 5.2, "OSO Schedule and Call Control Vector (CCV)"). Assigning faxes and e-mail is not described in this example. If connection is required, this is performed as described in example 5.1.2 for each queue. 5-8 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm OSO Schedule and Call Control Vector (CCV) 5.2 OSO Schedule and Call Control Vector (CCV) OpenScape Office Queue myagent myagent myagent S Default CCV Start Play message Disconnect Schedule Mo. Fr. 8am 9am Mo. Fr. 9am 5pm Mo. Fr. 12am 1pm Standard CCV Out of Office 1. CCV Eight to Nine 2. CCV Open 3. CCV Lunchbreak Start Process digit 1. CCV 2. CCV Callback Intercept Go to CCV Callback Start Play message MoH 30sec. Process digit Consultation This section contains the schematic workflow for incoming calls in an OSO Contact Center queue. If a call cannot be taken by an agent, it is always processed by a schedule when it reaches the end of the queue. This schedule defines how the call should be handled at different times, on different days or for whole weeks (24/7). A Call Control Vector (CCV) is configured for each required time period. If the function is the same for all days (24/7), a default CCV will still be required. Each Call Control Vector defines how the incoming call is handled once it has passed the queue. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-9
Basic Setup of OpenScape Office and HiPath 3000/5000 Example: Default CCV: (24 / 7) The call is received with an announcement and then ended. First CCV (Mon. - Fri. 8am - 9am) The call is received with an announcement. The caller has the option of pressing a key to decide whether to request a callback or be connected to an operator. Second CCV Mon. - Fri. 9am - 5pm) The call is received with an announcement. Music on Hold is played for 30 seconds. The caller then has the option of pressing a key to decide whether to request a callback or be connected to an operator. If the caller is being processed by a CCV and an agent for the corresponding queue becomes free, the call is immediately forwarded to the free agent. 5.3 Basic Setup of OpenScape Office and HiPath 3000/5000 For the following configuration, you must be running a basic configuration of the HiPath 3000 system, the Linux server and the OpenScape Office server. For more information, follow the instructions in the administration manual (see HiPath 3000/5000 V8, OpenScape Office Administrator Documentation, Chapter 3, Installation). 5.4 Configuration Steps with HiPath Manager E The required configuration steps in HiPath Manager E are presented here. 5.4.1 Activating UCD Groups 1. Load the current CDB from the system into HiPath Manager E. 2. Open the folder Incoming Calls UCD Parameters in the menu tree. 3. Select the checkbox Allow UCD applications. 4. For an emergency concept, select the checkbox Agents permanent available. All other values can be left with their default settings. The default values on the UCD groups tab are also left unchanged. 5-10 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm Configuration Steps with HiPath Manager E 5.4.2 Assigning UCD Groups to their Respective Station Numbers 1. Open the folder Incoming Calls Groups/Hunt groups in the menu tree. In the Group table, the last 60 entries (e.g. index 741 through 800) are automatically used by the system. 2. The call numbers and names for each group are entered here. Example: Note that logical sorting of the groups is enabled! 3. The assignment of the call number to the logical number of the UCD group occurs in the Call dest. list - Station assignment table. Example: 4. The assignment of the call number to the logical number of the UCD group occurs in the Call destination lists - Definition table. Example: HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-11
Configuration Steps with HiPath Manager E 5. This completes the creation and activation of the UCD groups in the HiPath 3000/5000 system. You can now save the data and transfer it to the system. 5.4.3 Configuring the Emergency Concept Assigning the IDs required to log in to the telephone 1. Open the folder Incoming Calls UCD groups in the menu tree. 2. Scroll to the bottom of the UCD groups table and click to select Group 60. Group 60 corresponds to UCD group #260 in the call destination lists. 3. Drag and drop the required ID numbers from the Selection window to the Members 60 window. The ID numbers are unique numbers that the agents only use for emergency logins on the telephones. They have no relevance to any phone numbers or user names that may be used. 5-12 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm Configuration Steps with HiPath Manager E The assignment of agent IDs to UCD groups occurs only as a backup plan, since the control of the Contact Center is handled by the OSO server. Assigning the emergency UCD group 60 to the active UCD groups 1. Open the folder Incoming Calls Groups/Hunt groups in the menu tree. 2. In the Call dest. list - Definition table, under the Target 2 column, enter the central emergency USC group. 3. Under Target 1, enter the active UCD group controlled in normal operation by the OSO server. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-13
Configuration Steps with HiPath Manager E Example: Logging an agent in to the telephone is performed either via service code or stored key function. Logging in using a service code in emergency operation 1. Enter the service code *401 on the telephone. 2. Enter one of the ID numbers assigned to emergency UCD group 60. The telephone is now a member of UCD group #260 and receives all incoming calls that overflow to UCD group 260. Logging out using a service code in emergency operation 3. Enter the service code #401 on the telephone. 5.4.4 Setting up Pilot Numbers as Virtual Stations The dial-in numbers for OSO (such as "parking" or "call center fax"), which are needed as pilot numbers, must be configured as virtual stations in the HiPath 3000/5000 system. 1. To do this, open the table for internal stations under Settings Set up Station Stations in the menu tree. 2. Select one line each for the new call numbers with the assigned type No Port and without Access. 3. Enter the values for Call No., DID and Name in each line. 4. Switch to the Station View to define the virtual station there. 5. Under Station Selection, select the call number or name. 6. Enable the Virtual Stations check mark on the Flags tab. Repeat this setting for all required Fax station numbers. 7. Switch to the System View and to the OSO Ports folder. This is where the assignment of the virtual stations to the required OSO pilot types occurs. 8. Assign the appropriate type for each of the required virtual stations here. Example: 5-14 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm Configuration Steps with OpenScape Office Assistant 9. This completes the creation and activation of the required OSO ports in the HiPath 3000/5000 system. Now save the data and transfer it to the system. 5.5 Configuration Steps with OpenScape Office Assistant The configuration steps required in OpenScape Office Assistant are presented here. OpenScape Office Assistant can be opened with Internet Explorer on your service PC. Example: https://ip-adresse or https://servername Make sure that the correct Java 2 version is installed on the service PC. Pop-ups must not have been blocked. After logging in, you can see which version is required on the startup screen of OpenScape Office Assistant. 5.5.1 Invoking the Configuration Menu of the Contact Center 1. To configure the Contact Center, open the OpenScape Office Assistant with the web browser. 2. After logging in successfully, switch to Expert Mode. 3. Click on OpenScape Office Application Suite in the menu tree. 4. In the Application Suite window, click on Contact Center. The configuration and assignment of agents to queues occurs in Section 5.6, "myagent". 5.5.2 Importing Announcements To use individual announcements and voice files, these must be imported before the Contact Center is configured. This means they are available for selection during installation. The audio files must be provided in the following format: Mono, Audio Sample Rate 8kHz, Audio Sample Size 16 bit, Frame Size 2. Recorded or imported audio files can no longer be deleted. Audio files can be overwritten by using the same name for the new audio file. Example: "announcement1.wav" overwrites the existing "announcement1.wav". HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-15
Configuration Steps with OpenScape Office Assistant 1. Click File Upload in the Application Suite window. 2. Open the Audio File Uploading tab. 3. Select Attendant Console as the Upload Destination. 4. Click Browse and select the path containing the audio file to be uploaded in the Open window. 5. When the path appears in the Audio File column, click Upload to save the audio file. The audio files you have saved will then be available to you for the Contact Center. 5.5.3 Recording Announcements 1. Click on Recorder in the Application Suite window. 2. In the screen pop that follows, select the call number from which the recording is to be performed on the Extension tab. 3. Click Begin. The system initiates a call to the selected call number. 4. Pick up the handset and enter a valid name for the voice file to be recorded under File Name. 5. Click on Recording to record your customized text. 6. Click Stop and then on Playing to listen to the recorded text. 7. Click on Close to save the recorded text. The announcements you have saved will now selectable for the Contact Center. 5.5.4 Setting up Schedules 1. In order to add or edit a schedule, click on Schedule in the menu tree of the Contact Center. 2. Click Add to create a new schedule. The following entries must be made for the "Service" group: Schedule Name Queue Default CCV Service Select service Out of Office If no queue has been set up as yet, click New and follow the configuration example as of Section 5.5.5, "CCV Setup". 3. To set up a new CCV (Call Control Vector), make sure that the Default CCV field is empty and click New. 4. In order to provision the time profile desired by customer X, further schedules must be created. The following schedules and CCVs are required for the Service queue. 5-16 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm Configuration Steps with OpenScape Office Assistant Out of Office 17:00-08:00 (Default CCV) Eight to Nine 08:00-09:00 Open 09:00-17:00 Lunch Break 12:00-13:00 5. Click Add. 6. A new Schedule area will be displayed. 7. You can create further schedules by clicking Add again. Sample Workflow for Service Schedule Name Queue Default CCV Service Service Out of Service "Eight to Nine" Schedule: CCV Eight to Nine Time 24 Hours - Business Hours Only - From - To 08:00-08:30 days Every weekday "Open" Schedule: CCV Open Time 24 Hours - Business Hours Only - From - To 09:00-16:30 days Every weekday "Lunch Break" Schedule: CCV Lunch Break Time 24 Hours - HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-17
Configuration Steps with OpenScape Office Assistant Business Hours Only - From - To 12:00-12:30 days Every weekday The schedules are set in 30 minute intervals. The specified time always describes the time interval of the following 30 minutes, e.g., (12:30 = 12:30-12:59). 8. Repeat these steps accordingly for the Sales and Free Call queues. 5.5.5 CCV Setup 1. To set up a new CCV (Call Control Vector), make sure that the Default CCV field is empty and click the New button. 2. A graphical interface to create a CCV using CCV modules is displayed in a new window. The required modules can be dragged and dropped into the workspace. Example for Service "Open": The following modules must be configured for the Service "Open" schedule: Play message Music on Hold Process after digits Go to CCV Record callback Single-step transfer 5-18 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm Configuration Steps with OpenScape Office Assistant Example for Service "Eight to Nine": The following modules must be configured for the Service "Eight to Nine" schedule: Process after digits Record callback Single-step transfer Example for Service "Lunch Break": The following modules must be configured for the Service "Lunch Break" schedule: Play message Record callback Example for Service "Out of Office": The following modules must be configured for the Service "Out of Office" schedule: Process after digits Play message Record callback HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-19
Configuration Steps with OpenScape Office Assistant Example for "Free Call": The following modules must be configured for the "Free Call" schedule: Play message Process after digits Transfer to queue Single-step transfer Transfer to queue 5.5.6 Configuring CCV Modules The CCV Service "Open" is used here as an example. The individual modules are configured as follows: 1. Drag and drop the required module into the workspace. 2. Click on the module to be configured. An area with the properties of each module appears in the lower portion of the window. This is where you configure the module. 3. Right-click on each module to select a link to another module. 4. The following settings per module are made for the Service "Open" schedule. Play message File name Interrupt digits Description Process after digits Service "open".wav Select service Agent not available announcement In order to use customized announcements, these must be recorded in the Application Suite or transferred (see Section 5.5.2, "Importing Announcements"). 5-20 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm Configuration Steps with OpenScape Office Assistant Music on Hold Time value 30 Description Music on Hold for 30 seconds Process after digits The Music on Hold is provided by the HiPath system. Customized Music on Hold can be provided via a "Play Message" module. Process after digits Message Digit_Dialing.wav Accepted Digits 12 Digits Timeout 5 Maximum Digits 1 Description Music on Hold for 30 seconds Process after digits In order to use customized announcements, these must be recorded in the Application Suite or transferred (see Section 5.5.2, "Importing Announcements"). Go to CCV Target CCV Description Process after digits 1. Play message Back to announcement Record callback Type Extensive callback Max. message length 20 Description Request for callback Process after digits 1 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-21
Configuration Steps with OpenScape Office Assistant Single-step transfer Target extension 100 Description Process after digits 0 Go to Operator after entered digit 5. On completing the configuration, click Save to store the created CCV under a unique name. 6. On closing the window, you will be returned to the Schedule configuration window and can then select the CCV Out of Service in the Default CCV field (see Section 5.5.4, "Setting up Schedules"). 5.5.7 Setting up Queues 1. In order to add or edit a queue, click on Queue in the menu tree of the Contact Center. 2. To create a new queue, click on Queue Config Wizard or Add. The setup process using Add is described here. 3. Click Add to access the Queue Setup. 4. Click on the General Settings tab to make the operational settings. The following entries must be made for the Service group: Queue Name Queue Active Service Active Group number Phone system CCV schedule Number of queue alarms 0 CSP Queue alarm time 20 Missed Call Timeout 10 Abandoned Call Threshold 0 Screen Pop Enabled Wrapup Mode Service yes No Wrapup For details on creating a new schedule, see Section 5.5.4, "Setting up Schedules". 5. Click Priorities to define the priorities of the queue. 6. Click Queue Pilots to assign a group fax number and e-mail account to the queue. 5-22 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm myagent 7. In the Inbound Fax Pilots field, select the virtual station number for incoming faxes in the queue. Example for Service: 551 8. Click New E-mail to define a mailbox for incoming e-mails in the queue. The following entries must be made for the "Service" group: Server mail.oso.com Port 995 User name service Password 1234567890 Uses SSL connections Yes In order to use e-mail, an e-mail account with a separate e-mail provider is required. 9. Click Miscellaneous to set up an alias for outgoing e-mails for the queue and to enable intelligent call routing. The following entries must be made for the "Service" group: Return E-mail Address Intelligent Call Routing service@oso.com no 5.6 myagent The software client myagent provides a graphical user interface for agents, supervisors and administrators of the Contact Center. Make sure that the Contact Center license and sufficient myagent licenses are available in the HiPath 3000/5000 system. 5.6.1 Setting up Users as Agents 1. Click on the home page of OpenScape Office Assistant on Expert Mode Application Suite User Directory. 2. Select the user to defined as an agent by clicking the appropriate row. 3. Click Edit to edit the user settings. 4. Enable the Agent check mark in the configuration window. 5. Select the priority of the agent. The following priorities are available: Administrator HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-23
myagent Supervisor Agent Example: User 200 User 201 User 301-306 Administrator Supervisor Agent 5.6.2 Installing the myagent Software The software client is installed on the user s PC. The software is made available for downloading in the "Service Center" of OpenScape Office Assistant. 1. Click on the home page of OpenScape Office Assistant on Service Center. 2. In the Download Center area, click on Communications Clients. 3. When the File Download window appears, click Save to save the compressed installation software in a directory on the PC. 4. After uncompressing the software, start the installation program. 5. Select the menu item Custom Installation. The following software is offered for installation: myattendant myportal for Outlook Fax Printer myagent 6. Select myagent for the installation and start the installation. After the installation has completed successfully, the myagent icon will be available on the desktop. The usage of the myagent software as an administrator, supervisor or agent is defined for each user in the OpenScape Office Assistant user directory (see Section 5.6.1, "Setting up Users as Agents"). 5-24 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
contact_center.fm myagent 5.6.3 myagent (Administrator) The myagent user needs the "Administrator" class of service to assign agents to queues. The "Administrator" user can also perform all supervisor functions and agent activities. 1. Open the Login window of myagent by double-clicking the icon. 2. Log in as User 200 (has the "Administrator" class of service). 3. To assign agents to the respective queues, configure the user interface of myagent so that the Functions and Agents columns are visible. 4. Click on Agent to select the available agents. 5. In the Agents column, all active queues are displayed. 6. To assign an agent to a queue, drag and drop the agent icon onto the desired queue in the Agents column. 7. After dropping the Agent icon onto the queue, define the following values in the Agent Queue Binding screen pop: Example: Queue Agent 305 Primary Agent 8. Confirm your entries with OK. Service Skill Level 100% Agent Callback Wrapup 10 Overflow after seconds in 10 Overflow after calls in 2 9. Repeat this setup for all required agents. X The individual users can log in and indicate their availability using myagent. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-25
myagent 5.6.4 myagent (Supervisor) myagent users require the "Supervisor" class of service generate real-time reports on queues. The "Supervisor" user can also perform all agent activities in his or her queue. 1. Open the Login window of myagent by double-clicking the icon. 2. Log in as User 201 (has the "Supervisor" class of service). 3. Real-time analyses can be obtained via the Reports button. 5.6.5 myagent (Agent) myagent users require the "Agent" class of service to log in and out of queues, change their status or answer calls. 1. Open the Login window of myagent by double-clicking the icon. 2. Log in as User 301 (has the "Agent" class of service). 3. To edit the agent status, configure the user interface of myagent so that the Functions and Agents columns are visible. 4. Click Status to set the agent s states. 5. Click Login and select Agent 301 in the screen pop. The Agents column shows all agents (with status) and queues to which Agent 301 is assigned. The agent is now ready to accept calls. 5-26 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual
Showing a Predefined Call Number on Phone Displays of External Subscribers 5.7 Showing a Predefined Call Number on Phone Displays of External Subscribers For calls with external subscribers, the Contact Center must transmit a call number to be shown on the display of that subscriber. In order to do this, for each call number to be transmitted, a corresponding virtual station must be set up and assigned this call number as a direct inward dialing number. 1. Load the current CDB from the system into HiPath Manager E. 2. Click Station view. 3. Select a free station in the Station selection list. 4. Select the Virtual station check box. 5. Click on the arrow to the right of the Direct inward dialing field. 6. In the DID field for the virtual station, enter the call number that is to be shown on the display of the external subscriber together with the local area code and PABX number, for example, 891234567. 7. Click Apply. 8. Navigate in the menu tree down to Settings Lines/networking Routes. 9. Select an unused route in the Routes list. 10. Enter a name for this route, e.g., the call number entered earlier, under Route Name. 11. Leave the CO code, PABX number-incoming and PABX number-outgoing fields free. 12. If required, change the seizure code under Routing prefix, for example, 8. This seizure code must be specified later again when transmitting the call number. 13. Click Apply. 14. Click on the Routing parameters tab. 15. Select the same route as before from the Routes list. 16. For Route type, select the radio button CO, for No. and type, outgoing, the radio button Local Area Code and for Call number type, the radio button Direct Inward Dialing. 17. Click Apply. 18. Navigate in the menu tree down to Settings Lines/networking Trunks. 19. Assign the route defined above to the trunks over which this call number is to be transmitted. To do this, select the route defined above in the Route column in the row of the desired trunk. Please note that the trunks selected for this can only be used for outgoing calls, since they have been assigned a route where the incoming PABX number is missing. Consequently, these trunks cannot be used for incoming calls. The best option would be to use an additional ISDN port with a separate ISDN number for this purpose. The "CLIP No Screening" feature must be enabled at the Provider for the trunks selected here. HiPath 3000/5000 V8 Configuration Examples, Administrator Manual 5-27
Showing a Predefined Call Number on Phone Displays of External Subscribers 20. Click Apply. 21. Enter the seizure code for the route defined earlier (e.g., 8) in the LCR. a) Navigate in the menu tree down to Settings Least Cost Routing Dial plan. b) Enter the digits associated with the seizure code, e.g., 8CZ, in a free row in the Dialed digits column. c) In addition, select a free routing table for this row as well. d) Select the route defined earlier (e.g., 0891234567) for this routing table in the Route column of the table below and the desired dialing rule (e.g., CO) in the Dial rule column. If the dial rule has not yet been set up, define it with the Dial Rule wizard. 22. If you need to transmit further call numbers to other external subscribers, repeat steps 1 through 21 for each individual call number. Transmitting the call Number 1. Enable the "Assign call numbers for MUSAP" feature by entering the procedure *41 at the phone. 2. Enter the desired call number to be displayed at the external subscriber together with the local area code and PABX number, for example, 891234567. This call number must precisely match the one assigned earlier to the virtual station. 3. Enter the seizure code of the route defined earlier, e.g., 8. 4. Enter the call number of the external subscriber, including the local area code. 5-28 HiPath 3000/5000 V8 Configuration Examples, Administrator Manual