User Guide for TASKE Desktop

User Guide for TASKE Desktop For Avaya Aura Communication Manager with Aura Application Enablement Services Version: 8.9 Date: 2013-03

This document is provided to you for informational purposes only. The information is believed by TASKE Technology to be accurate as of the date of its publication, and is subject to change without notice. TASKE Technology assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. Not all telephone systems support the full functionality of TASKE Management Solutions. Contact TASKE Technology Inc. for more information. TASKE is a registered trademark of TASKE Technology Inc. All brand names and product names are trade names, service marks, trademarks, or registered trademarks of their respective holders. Copyright 2013, TASKE Technology Inc. All rights reserved. Printed in Canada. Page ii User Guide for TASKE Desktop

Contents Chapter 1 Welcome... 1 About TASKE Desktop Advanced... 1 Upgrading from Agent Desktop... 2 Chapter 2 Getting Started... 3 Viewing Your Current Status... 3 Opening, Closing, or Exiting TASKE Desktop... 4 Chapter 3 Setting Up TASKE Desktop... 5 Configuring TASKE Desktop Runtime Options... 5 Setting Up Tabs and Toolbars... 5 Choosing the Time Duration Format... 6 Changing the Size of Text... 7 Configuring Email and Server Settings... 7 Locking or Unlocking TASKE Desktop... 8 Importing or Exporting Setups... 8 Configuring Notification Displays and Sounds... 9 Mute Sounds... 9 Turn Notifications Off... 10 Change the Display Time for Notifications... 10 Defining Your Extension Number... 10 Using a Virtual Telephone Keypad... 11 Chapter 4 Monitoring Queues and Agents... 12 Adding Resources... 12 Changing Resource Labels... 13 Choosing Queue Statistics... 13 Changing the View of Queues... 14 Sorting Queues by Statistics... 14 Choosing Agent Information and Statistics... 15 Changing the View of Agents... 16 Sorting Agents... 17 Changing the Order of Columns... 17 Setting Alarms... 17 Choosing the Colors and Display Mode for Alarms... 19 Contents Page iii

Chapter 5 Chatting with Contacts... 20 About Chat and Contacts... 20 Setting Your Availability... 20 Adding or Deleting Contacts... 20 Sorting Contacts... 21 Sending or Receiving Messages... 21 Saving Chats... 22 Deleting Saved Chats... 22 Viewing a Previous Chat... 23 Chapter 6 Viewing Histories... 24 Viewing Histories of Calls and Chats... 24 Sorting a History... 24 Viewing Properties... 25 Chapter 7 Changing Queue Assignments... 26 Overview of Changing Queue Assignments... 26 Reassigning Agents to Different Queues... 26 Chapter 8 Using Default Rules... 1 About Default Rules... 1 Copying Rules... 1 Changing the Order of Rules... 1 Chapter 9 Using Desktop Dashboard in TASKE Desktop Advanced... 3 Opening or Closing the Desktop Dashboard... 4 Adding Queue Statistics... 4 Changing the Dashboard Layout... 5 Changing the Size of Text in the Dashboard... 6 Showing or Hiding Queue Names... 7 Positioning the Dashboard... 8 Chapter 10 Creating Rules Using TASKE Desktop Advanced... 9 About Creating Rules... 9 Using Events to Trigger Actions... 9 Simple versus Compound Rules... 10 Simple Rules... 10 Compound Rules... 10 Using the Rules Wizard... 11 Guidelines for Creating Rules... 12 Page iv User Guide for TASKE Desktop

Defining Events... 13 Types of Events... 13 Customizing Events... 14 Defining [Call] Type or Filters... 16 Defining Actions... 18 Types of Actions... 18 Defining Actions that Open Applications and URLs... 18 Using Dynamic Properties for Actions... 19 Saving, Editing, and Deleting Custom Actions... 21 Deleting Rules... 22 Editing Rules... 22 Chapter 11 TASKE Support... 23 Contacting TASKE Technical Support... 23 TASKE Total Care Maintenance Program... 23 Using the TASKE Support Package... 24 Appendix A Reference... 25 Status Information Details... 25 Content for Status Information When Logged in as an Agent... 25 Content for Status Information When Not Logged in as an Agent... 27 Queue Statistics... 27 Agent Information and Statistics... 30 Agent States... 31 Contents Page v

Chapter 1 Welcome TASKE Desktop lets you view real-time contact center conditions on your computer monitor, exchange messages with other TASKE users, and review records of your calls. Staying current about activity in the contact center is important for maintaining defined service levels. For agents and queues that you choose to monitor, TASKE Desktop provides many statistics to keep you informed of current call traffic and resource performance. Visual indicators, such as color-coding, highlight when statistics are performing marginally or critically outside of threshold values that you define, alerting you to take action. TASKE Desktop provides several default rules that trigger actions based on events. For example, one of the default rules notifies supervisors when agents join queues. Each notification includes both the agent ID and the queue ID. If you want to get in touch with another TASKE user, a chat feature lets you exchange messages. For example, if you want to confirm information you are providing to a caller, a chat gives you a quick way to contact another agent without using the telephone. You can choose to keep a transcript of your chats. At times, you may find it useful to review a history of your calls. TASKE Desktop keeps a record of your calls (and optionally, your chats) for review periods of up to seven days. For example, you may want to verify the length of time you spent talking to a caller two days ago. Using the call history, you can locate the call and use the details provided to obtain the information you need. TASKE Desktop is an invaluable tool that lets you monitor the real-time contact center conditions from your computer screen, even when you are not logged in as an agent. Its highly customizable interface can be configured to suit your own preferences and objectives, helping you work effectively with your contact center teams. About TASKE Desktop Advanced TASKE Desktop Advanced provides the following features, in addition to those available with TASKE Desktop: The Desktop dashboard is a window that shows an at-a-glance summary of statistics for queue resources that you want to monitor on an ongoing basis. Several options are available for positioning the dashboard on your computer screen. For example, you can choose to keep it on top of other open windows. In addition to default rules, you can create your own rules that trigger actions based on events you define. For example, assume that an alarm occurs when fewer than three agents are logged in to a queue. You can create a rule that sends an email to agents requesting that they log in to the queue. This rule helps to ensure the queue is staffed appropriately. If you are not sure about whether TASKE Desktop Advanced features are available to you, contact your TASKE Administrator. Welcome Page 1

Upgrading from Agent Desktop TASKE Desktop replaces TASKE Agent Desktop. Installing TASKE Desktop removes Agent Desktop, if it is available on your computer. You will need to reconfigure resources, alarms and other settings once TASKE Desktop is installed and running. Page 2 User Guide for TASKE Desktop

Chapter 2 Getting Started This topic provides some information to help you start using TASKE Desktop. Viewing Your Current Status When you are signed in to TASKE Desktop, information about your current status in the call center appears in the top area of the Desktop window. For example, if John Smith is logged in as an agent, the status area shows information similar to the following during an ACD call: John Smith ACD: 0:35:02 from (555) 555-555 641 John Smith (John) 607 Customer Service (CS) Florida x641 In this example, John Smith is on an ACD call from a caller outside of the contact center. The status shows John's user information, the call type and the length of time John has been on the call. The status information also shows the phone number of the ACD call, John's agent identifiers, the queue identifiers for the call, the call location, and John's extension ID. To save space on your computer screen, you can hide or collapse this area. When collapsed, a status summary is displayed. For a user on an ACD call, the summary includes the agent name, the call type, and its duration: John Smith ACD: 0:35:02 For a description of the details shown for each state, see Status Information Details. To hide the current status information: 1. Click Tools, Options. 2. On the General tab, clear the Show the details pane check box. To collapse the current status information: Click the Collapse button. Collapse button Getting Started Page 3

Opening, Closing, or Exiting TASKE Desktop If you want to save space on your computer monitor, you can close TASKE Desktop to the Windows notification area. Closing TASKE Desktop removes it from your screen, but keeps it running and conveniently accessible. When you want to use TASKE Desktop again, you can easily open it from the notification area. When you close TASKE Desktop to the notification area, you remain signed in. For security, remember to sign out (or lock your computer screen) if you will be away from your computer. If you are no longer using TASKE Desktop, exit the application. To close TASKE Desktop to the Windows notification area: Click File, Close. To open TASKE Desktop from the Windows notification area: Right-click the TASKE Desktop icon in the Windows notification area and click Open Desktop. To open TASKE Desktop to a specific tab from the Windows notification area: Right-click the TASKE Desktop icon in the Windows notification area and click View, tab_name. For example, right-click View, Agents to open TASKE Desktop showing the Agents tab. To exit TASKE Desktop: Right-click the TASKE Desktop icon in the Windows notification area and click Exit. Page 4 User Guide for TASKE Desktop

Chapter 3 Setting Up TASKE Desktop This chapter describes how to customize the operation of TASKE Desktop. Configuring TASKE Desktop Runtime Options Several options are available for configuring how TASKE Desktop runs on your computer. Using these options, you can specify that TASKE Desktop starts automatically when you log on to your computer so that you don't have to remember to start the application each time you log on. This option is selected by default. shows balloon messages when closed to the Windows notification area. This option is selected by default. remains as the top window on your computer monitor To set automatic startup and balloon message options: 1. Click Tools, Options. 2. On the General tab, select the Automatically run TASKE Desktop when I log on to my computer check box. 3. On the General tab, select the Show the tray icon balloon message check box. 4. Click OK. To set the application window to remain as the top window: From the Tools menu, select the Always On Top check box. Setting Up Tabs and Toolbars A tab is comprised of a header and content. For example, the Queues tab header displays the word "Queues". The Queue tab content includes the tab toolbar (with the Add and View buttons) and the queues that you have selected to monitor. You may want to change the order in which tabs appear in TASKE Desktop. For example, when you sign in to TASKE Desktop, the information on the first tab (Queues, by default) is displayed. If you want to see the agent information instead, change the tab order so that the Agents tab is first. Setting Up TASKE Desktop Page 5

To make space available on your computer screen, you can hide one or more tabs. For example, if you do not plan to use the History tab, you can remove its header and content from your TASKE Desktop window. the tab bar. When you hide the tab bar, none of the tab headers are displayed. The content of each tab remains available, but you can no longer change tabs using the headers. the tab toolbars. When you hide the tab toolbars, none of the toolbars are displayed. To hide a tab: 1. Click Tools, Options. 2. On the Advanced tab, select the check boxes for the tabs you want to view. 3. If you want to change the order of the selected tabs, click a selected label and drag it to its new position. 4. Click OK. To hide the tab bar: 1. Click Tools, Options. 2. On the Advanced tab, clear the Show the tab bar check box. To access tab content when the tab bar is hidden: 1. Click View, Go To. 2. Click the name of the tab. If TASKE Desktop is closed to the Windows notification area, right-click the notification area icon, click View, and the name of the tab. To hide tab toolbars: 1. Click Tools, Options. 2. On the General tab, clear the Show the toolbars check box. Choosing the Time Duration Format TASKE Desktop shows time durations in several places. For example, statistics such as the Maximum Wait Time show values that represent a time duration. As well, the status area at the top of the TASKE Desktop window shows the length time that you have been in the current state. The default time duration format is h:mm:ss. This format shows leading zeros, depending on the length of time represented. For example, forty-five minutes and ten seconds appears as 0:45:10. Additional time duration formats are available that remove leading zeros. For example, using the mm:ss time format, forty-five minutes and ten seconds appears as 45:10. Page 6 User Guide for TASKE Desktop

The correct time appears regardless of the chosen format. For example, if you choose the mm:ss format, the number of hours will still be displayed (for example, 11:55:04). The purpose of the time duration formats is only to remove leading zeros. To define the time duration format: 1. Click Tools, Options. 2. On the General tab, click the appropriate option in Format Duration Statistics. 3. Click OK. Changing the Size of Text TASKE Desktop provides several text sizes. The selected size applies to all text shown in the display lists on the Queues and Agents tabs. To change the text size: 1. Click Tools, Options. 2. On the Advanced tab, click a text size from the Font size box. 3. Click OK. Configuring Email and Server Settings Using rules defined in TASKE Desktop, email messages may be sent. For example, you may want to send an email message to other agents in your agent group if a critical alarm occurs, indicating that fewer than 3 agents are logged on. Before email messages can be sent based on TASKE Desktop rules, you must configure the email server. TASKE Desktop uses these settings to connect to the email server and send the messages. To configure email settings: 1. Click Tools, Options. 2. On the Advanced tab, type the email address from which messages will be sent in the From email address box. This email address may be your own email address or an address set up for group email communication. 3. Type the name of the email server in the Email server name box. If you don't know the name of the email server, contact your TASKE administrator. 4. Type the port number of the email server in the Port box. 5. Click OK. Setting Up TASKE Desktop Page 7

Locking or Unlocking TASKE Desktop The TASKE administrator can lock TASKE Desktop to limit your use of the application. If TASKE Desktop has been locked, options are no longer available to you. For example, you may not be able to change resources or alarm thresholds. If you need access to locked options, contact your TASKE administrator. The administrator can provide a code to you that will unlock TASKE Desktop, allowing you to make the necessary changes. After making the changes, your administrator may require that you relock the application. To unlock TASKE Desktop: 1. Click File, Unlock. 2. Type the unlock code and click OK. To lock TASKE Desktop: Click File, Lock. Importing or Exporting Setups TASKE Desktop provides many configuration options so that you can customize it exactly as you like. In addition to the resources you add to your Desktop, options include time duration formats, alarm thresholds, rules, and so on. You may want to share your TASKE Desktop configuration. For example, all agents assigned to a queue may decide to use the same configuration to ensure they are monitoring the same resources, statistics, and alarm conditions. You can share the configuration by exporting your TASKE Desktop setup to a file that other users can import. When a setup is imported, it overwrites any settings in the current TASKE Desktop and takes effect immediately. A good practice is to export your current setup before importing a different one. You can revert to your current setup using the exported version if the new setup does not function as you expected. If you import a setup that includes queues or agents that you do not have permission to view, TASKE Desktop displays a warning and does not add these resources to your configuration. If you import a setup with rules other than those provided with TASKE Desktop by default, these additional rules will be included in your configuration only if you have permission to create rules. You have this permission if the TASKE administrator has enabled Advanced Desktop Options for your account. Contact your TASKE administrator for more information. Page 8 User Guide for TASKE Desktop

To export a setup: 1. Click File, Export. 2. Go to the location where you want to save the setup file. 3. Type a name for the setup file and click Save. Setup files must use the.xml filename extension. To import a setup: 1. Click File, Import. 2. Go to the location with the setup file. 3. Double-click the setup file. 4. Click Yes. Configuring Notification Displays and Sounds TASKE Desktop plays sounds and displays notifications based on defined rules. For example, a rule may define that a notification is displayed when a summary statistic reaches a warning level. A notification is a small window that appears on the screen for a few seconds, and then disappears. Notifications keep track of their last position. If you move a notification window, it appears in that position the next time it is displayed. Use configuration options for sounds and notifications related to rules. You can mute sounds or turn off notifications, or change the length of time that notifications are displayed on your screen. For convenience, you can turn off notifications at the same time as you change the display time. Mute Sounds When you do not want to be disturbed, mute sounds played for rules. For example, you may want to mute sounds when you take an ACD call, and then unmute them when you finish the call. To turn sounds off, do one of the following: From the Tools menu, select the Mute Sounds check box. Sounds are displayed only when a check mark appears in the box. If TASKE Desktop is closed to the Windows notification area, right-click the application's icon in the notification area and select the Mute Sounds option to display a checkmark. When you are ready to turn sounds on, select or clear the check mark, depending on the method you use. Setting Up TASKE Desktop Page 9

Turn Notifications Off When you do not want to be disturbed, turn off notifications displayed by rules. For example, you may want to turn off notifications when are researching an issue, and then turn them back on when you are ready to take calls. To turn notifications off, do one of the following: From the Tools menu, clear the Show Notifications check box. Notifications are displayed only when a check mark appears in the box. If TASKE Desktop is closed to the Windows notification area, right-click the application's icon in the notification area and clear the check mark for the Notifications option. When you are ready to turn notifications on, select or clear the check mark, depending on the method you use. Change the Display Time for Notifications Notifications are displayed on your screen for five seconds, by default. You can change the default time that notifications are displayed. To configure the length of time that notifications are displayed: 1. Click Tools, Options. 2. Type the number of seconds to display the notification in the box below the Show the notification window check box. Defining Your Extension Number Extensions are specified for user accounts by your TASKE administrator. If no extension number has been defined for your account, TASKE Desktop can't associate call and extension activity with you. It's a good idea to define your extension number each time you log in. If you regularly use the same extension, you may want to contact your TASKE Administrator about defining this number for your user account. If an extension number has been defined for your user account, the option to define it is not available to you. To define the time duration format: 1. Click Tools, Workstation Extension. 2. Type your extension number. 3. Click OK. Page 10 User Guide for TASKE Desktop

Using a Virtual Telephone Keypad Dial Digits provides a virtual telephone keypad for supervisors. This keypad can be used only to enter feature access codes defined in the telephone system and only those codes available from an extension that is not your own. This feature is useful for initiating access code features when you are already connected to a call, so your extension is not available. If you are a supervisor, you must have the appropriate permission to use dial digits. If you do not have access to this feature, contact your TASKE Administrator. To dial digits: 1. Click Tools, Dial Digits. 2. Type the digits. 3. Click Send. Setting Up TASKE Desktop Page 11

Chapter 4 Monitoring Queues and Agents This chapter describes how to customize the queues and agents that you want to monitor, as well as their statistics. Adding Resources Desktop gives you an easy way to monitor the status of agents, queues, and queue groups in the call center. You add the resources that you want to monitor to the appropriate tabs in the Desktop window. Agents that you choose to monitor are displayed on the Agents tab. By default, agents are listed in a table view and grouped based on their queues or queue groups. As well, all statistics and other agent information are displayed. Among the options for customizing agents, you can change the view, the statistics and other agent information, and state colors and labels. Queue and queue groups that you choose to monitor are displayed on the Queues tab. Among the options for customizing queue resources, you can change the view, as well as statistics and their review period. Note: For queues, you can also monitor statistics using the Desktop dashboard, which is intended to give you an at-a-glance summary of information you need to monitor on an ongoing basis. To add a resource: 1. From the Queues or Agent tab, click the Add button. You select queues and queue groups to add the agents who belong to those queue resources. Alternatively, you can right-click the resource list on the tab and click the Add option. 2. Select the check boxes for the resources you want to add. 3. Click OK. Tip: If you add more resources than can be shown in the window, you can scroll the display. When scrolling horizontally, the first column always remains visible. When scrolling vertically, the first row always remains visible. Page 12 User Guide for TASKE Desktop

Changing Resource Labels Labels for resources may include the resource ID, name, and nickname. For example, the labels used by default for an agent look similar to this: 641 Nikki Vars (Nikki) You can choose which of these labels to display, as well as the order in which they appear. For example, to save space on your screen, you may want to display only the name of resources. To change resource labels: 1. Click Tools, Options. 2. On the Queue tab or the Agent tab, select the check boxes for the labels you want to show. 3. If you want to change the order of the selected labels, click a selected label and drag it to its new position. 4. Click OK. Choosing Queue Statistics By default, all statistics are shown for queue resources on the Queues tab and statistics reflect values for the current day, starting from midnight. You can change the statistics shown, their order, and their names. If you are interested in statistics over a different timeframe, you can also change the review period. For a description of the queue statistics, see Queue Statistics. To set up queue statistics: 1. Click Tools, Options. 2. On the Queue tab, click the review period for statistics. 3. Select the check boxes for the statistics you want to show and deselect the check boxes for statistics you want to hide. 4. If you want to change the order of the selected statistics, click the statistic's row and use the Up button or Down button to move the statistic to its new position. Up button Down button 5. If you want to change the name of a statistic, double-click the statistic name, type the new name, and press the Enter key. To return a statistic to its default name, double-click the current name, delete the name, and press the Enter key. 6. Click OK. Monitoring Queues and Agents Page 13

The Toggle button is a convenient way to quickly invert the selection of multiple statistic check boxes. Control+click the name of each statistic and click the Toggle button. Toggle button You can quickly select all statistic check boxes using the Select All button. Select All button Changing the View of Queues On the Queues tab, you can choose whether to view information by queues or statistics. The view determines whether queues or statistics are listed as the columns or rows. When viewing by queues, each queue is listed in a row and statistics are provided in the columns. When viewing by statistics, each statistic is listed in a row and queues are identified in the columns. Each view is useful for monitoring or comparing different types of information. For example, you may find it's easier to monitor the maximum number of calls waiting when viewing by statistics. You can review the statistic value for all queues you're monitoring in the same row, as shown in this example: To change the queue view: 1. On the Queues tab, click the View button. 2. Click By Statistic or By View. Sorting Queues by Statistics You can sort queues in the Queues tab by a selected statistic. For example, sort queues in descending order by the Average Time to Answer statistic to list queues starting from the one with the highest average time to answer to the one with the lowest time to answer. As values for the selected sort statistic are updated based on real-time activity, the order of queues may change. By default, queues are sorted in descending order. You can choose to sort in ascending order. Page 14 User Guide for TASKE Desktop

To sort queues by a selected statistic: 1. On the Queues tab, click Show, By Queue. 2. Click View, Sort, statistic name. For example, click View, Sort, By Avg Time to Answer to sort queues based on their average time to answer. 3. If you want to change the sort order, click View, Sort, sort order. For example, click View, Sort, Ascending to sort queues by the selected statistic, from lowest to highest value. Choosing Agent Information and Statistics For each agent shown on the Agents tab, a set of columns provides information about the agent's current activity, such as the agent's current state and the length of time the agent has been in that state. Columns also display statistics for activity over the past hour. For example, the ACD Calls Answered statistic shows the total number of ACD calls the agent has taken in the past hour. For a description of the agent statistics, see Agent Statistics. You can change the columns displayed, the order of the columns, and the name of the activity content or statistic. To change agent columns: 1. Click Tools, Options. 2. On the Agent tab, select the check boxes for the columns you want to show and deselect the check boxes for columns you want to hide. 3. If you want to change the order of the selected activity information or statistics, click the row and use the Up button or Down button to move the content to its new position. Up button Down button 4. If you want to change the name of a column, double-click the statistic name, type the new name, and press the Enter key. To return a column to its default name, double-click the current name, delete the name, and press the Enter key. 5. Click OK. Monitoring Queues and Agents Page 15

The Toggle button is a convenient way to quickly invert the selection of multiple column check boxes. Control+click the name of each column and click the Toggle button. Toggle button You can quickly select all column check boxes using the Select All button. Select All button Changing the View of Agents By default, TASKE Desktop displays agents on the Agents tab using a table that lists the information available for each agent, including the current state, time in the state, and so on. You can change from table view to state chart view. A state chart organizes agents according to their current state (for example, idle, ACD, or unavailable). In both table and state chart view, agent states are represented by colors. In table view, these colors are useful as a quick indicator of the agents you are monitoring or if you choose to hide the State column. For example, if you assign the color red to the ACD state, and TASKE Desktop shows mostly red agent states, then calls may start to back up in queues. If you prefer different colors than are used by default, you can change the color associated with each agent state. You can also change the labels used to identify states. Depending on the reasons for monitoring agents, you may want to show or hide agents in logged out or unknown states. By default, these agent states are not included in the display on the Agents tab. To change the agent view: 1. On the Agents tab, click the View button. 2. Click Table or State Chart. To configure options for viewing agent states: 1. Click Tools, Options. 2. If you want to show agents in logged out or unknown states, on the Agent tab, select the Show agents in logged out state check box or Show agents in unknown state check box. 3. If you want to change the labels or colors that represent agent states, click Agent State Properties. 4. For each label you want to change, click the label, press any key, and type the new label. Tip: To revert to the default label name, click the label, press any key, delete the label, and press Enter. 5. For each color you want to change, click the color box and click the new color. 6. Click OK. Page 16 User Guide for TASKE Desktop

Sorting Agents You can sort agents in the Agents tab by label (name, ID, or nickname) or state (for example, Idle, ACD, or Ringing). Lists can be sorted in ascending or descending order. To sort agents: 1. On the Agents tab, click View, Sort. 2. Click By Status or By Label. 3. Click View, Sort, sort order. For example, click View, Sort, Ascending. Changing the Order of Columns You can change the order of columns on both the Queues tab and the Agents tab (in table view only). For example, if you want to closely monitor the average time that agents are in a non-acd state, you may want to reorder the columns in the agent table view such that the State column appears first, followed by the Avg Non-ACD Time column. To change the order of columns: Click the column heading and drag it to the new position. Setting Alarms Alarms notify you of conditions in the contact center that require attention. Two types of alarms can occur: one alarm indicating a situation that is outside of normal conditions. Typically, this type of alarm is referred to as a warning alarm. one alarm indicating a situation that requires immediate attention. Typically, this type of alarm is referred to as a critical alarm. Monitoring Queues and Agents Page 17

In this example, the Agents on ACD statistic shows a warning alarm (represented by the color green) and a critical alarm (represented by the color red). When both alarms are triggered for a statistic, the first cell in the row shows the color of the critical alarm. If only one alarm was triggered, the first cell would show the color that represents the triggered alarm. By default, no alarms are configured. You configure an alarm by defining the threshold value at which you want TASKE Desktop to trigger the alarm. In the previous example, the alarms have been configured such that the warning alarm is triggered when the number of agents is equal to 3 (or lower) and the critical alarm is triggered when the number of agents is 1 or lower. To set an alarm for a statistic: 1. On the Queue or Agent tab, right-click in the resource list and click Show/Hide Statistics. 2. For the statistic, click the Warning cell or the Critical cell, depending on the alarm you want to set. 3. Type the threshold value that triggers the alarm. If you clicked the wrong cell, press the Esc key to exit the alarm selection. If you use both alarm types, the alarm with the highest value determines the more serious condition, giving you the flexibility to set the severity of a critical or warning alarm relative to each other. When the threshold value is blank, no alarm is configured. 4. Click OK. Page 18 User Guide for TASKE Desktop

Choosing the Colors and Display Mode for Alarms You can set alarms that highlight when the value of a statistic is operating marginally or severely outside of an acceptable threshold. Here, the color green indicates that a value that is marginally outside of an acceptable threshold and the color red indicates a value that is severely outside of an acceptable threshold. You can choose the color used to represent each type of alarm (marginally or critically outside of the acceptable threshold). How TASKE Desktop uses the color depends on the display mode. Settings for the display mode are: Background color. As shown in the previous example, the cell background is displayed in the selected alarm color. Text color. The value in the cell is displayed in the selected alarm color. The cell background remains unchanged. In addition to the background or text color setting, you can make the cell appear to "flash" using an "Alternate" setting. For example, if the background color is red and you select the Alternate option, the cell background alternates between white and red. The text color alternates between white and black to ensure that you can read the value regardless of the background setting. Note: The flashing option is not available when using state chart view on the Agents tab. To configure alarm properties: 1. Click Tools, Options. 2. On the General tab, for the Display mode box, click the option that represents whether you want to apply the alarm color to the cell background or text. 3. If you want the cell to appear to flash, select the Alternate check box. 4. If you want to change the color used for a warning or critical alarm, click the color box associated with that alarm and click the new color. 5. Click OK. Monitoring Queues and Agents Page 19

Chapter 5 Chatting with Contacts This chapter describes how to communicate with Desktop contacts. About Chat and Contacts If you want to get in touch with another TASKE user, the chat feature lets you exchange messages. For example, if you want to confirm information you are providing to a caller, a chat gives you a quick way to contact another agent without using the telephone. You can choose to keep a transcript of your chats. For convenient access for starting chats, you can create a list of your own TASKE contacts. In your contacts list, TASKE Desktop displays whether each user is available or unavailable. Chat is available only if your TASKE Administrator has given you permission to use it. If you don`t have permission, the Contacts tab is not available in TASKE Desktop. Setting Your Availability There may be times when you are signed in to TASKE Desktop, but you do not want to be available for chats. You can indicate that you are not available, which prevents other users from initiating chats with you. When you are ready for chat sessions, make yourself available to other users. To set your availability: On the Contacts tab, click the Available button and click Unavailable. The button changes from Available to Unavailable to show your current status. Click this button again and choose Available when you are once again ready for chat sessions. Adding or Deleting Contacts You can create a list of your own contacts. Any TASKE user can be added to your list. A default Broadcast user cannot be deleted from your list. This entry lets you send a message to all users who are currently signed in to TASKE applications. In your contacts list, TASKE Desktop displays whether each user is available or unavailable. A user is unavailable if they are signed out or if they have set their availability to Unavailable. Once you add a user to your list of contacts, they remain on the list until you delete them. Page 20 User Guide for TASKE Desktop

To add contacts: 1. On the Contacts tab, click the Add button. 2. Double-click each contact name and click Close. To delete contact: On the Contacts tab, right-click a contact name and click Delete. If you want to delete more than one contact at a time, select the contacts and press the Delete key. Sorting Contacts You can sort your contacts by name or status, in ascending or descending order. For example, sorting contacts by status in ascending order lists your available contacts first. To sort contacts: 1. On the Contacts tab, click the column header that represents the information you want to sort on (for example, Status). 2. If you want to reverse the order of the sorted information, click the column header again. Sending or Receiving Messages You can send a message to any user in your contacts list that is available. The Broadcast user is a special type of user. This entry lets you send a message to all users who are currently signed in to TASKE applications. When another user sends you a message, the Chat window will appear on your computer monitor. Use this window to send your reply. If you are logged in to two TASKE applications, you can send messages only from the application that you logged into first. By default, your chat conversations are not saved. If you want to record a transcript of your chats, you must configure TASKE Desktop to save your chats. To start a chat with another user: 1. On the Contacts tab, double-click the contact. 2. In the Outgoing message box, type your message and click the Send button. To reply to a message you receive: In the Outgoing message box, type your message and click the Send button. Chatting with Contacts Page 21

Saving Chats By default, TASKE Desktop does not save the messages you exchange with a contact during a chat. If you want to save transcripts of the messages exchanged during chats, you must specify where you want them saved. After you specify where you want chats saved, TASKE Desktop creates one transcript for each chat. Transcripts are stored in files with names that use the following format: yyyymmddhhmmss.contact.log For example, a transcript of a chat with sallysmith on November 15, 2007, at 11:01:00 is stored in a file with this name: 10071115110100.sallysmith.log In addition to saving a transcript, TASKE Desktop creates an entry for the chat in the chat history available from the Contacts tab and an entry in the list on the History tab. By default, no entries are recorded in histories about chats. To specify where you want chat transcripts saved: 1. Click Tools, Options. 2. On the General tab, select the Save my chat conversations in this folder check box. 3. If you want to change the default location, click the Browse button, select the new location, and click the Open button. 4. Click OK. If you change the location where chat transcripts are saved, existing transcripts remain in the original location. Only transcripts for chats held after you change the location are saved to the new location. You can move the files for existing transcripts to the new location using Windows Explorer. Deleting Saved Chats You can delete saved chats when you no longer need to keep a transcript of the messages exchanged. Deleting saved chats makes more space available in the location where transcript files are saved. You delete chats by removing the file that contains the chat transcript. Deleting a transcript file removes only your copy of the chat. If the contact you chatted with has configured TASKE Desktop to save chats, then the contact will have a transcript file of the chat. When you delete a chat, TASKE Desktop removes the entries for the chat in the chat history available from the Contacts tab and in the list on the History tab. Removing these entries keeps these lists to a minimum length. To delete a chat: 1. Go to the folder in which transcript files for chats are saved. 2. Delete the files that contain the chats you no longer require. Page 22 User Guide for TASKE Desktop

Viewing a Previous Chat If you want to review a chat, you can access the transcript. For example, if you chatted with another agent about how to handle a call in the past and you receive a similar call, you may want to refer to the transcript for information about how you handled the earlier call. If you remember the contact that you chatted with, you can access the transcript from your list of chat contacts. If you are unsure of the contact you chatted with, access the history of all chats to locate the transcript. Important: You must first set up TASKE Desktop to save a transcript of your chats. To access a chat from your contacts list: 1. From the Contacts tab, right-click a contact and click View Chat History. 2. Click the date of the chat you want to view. The transcript appears in the Chat session panel. To access a chat from a history of all chats: 1. On the History tab, click the View button and click the period in which the chat occurred. 2. In the History list, click the Type column header. 3. Locate the entries where the type is "Chat session". 4. Right-click the chat you want to view and click Properties. The transcript appears in the History Details panel. Chatting with Contacts Page 23

Chapter 6 Viewing Histories This chapter describes how to access information about calls and chats you ve held in the past. Viewing Histories of Calls and Chats You can view a history to see information about the calls and chats the calls and chats associated with your user name. The history is based on a review period you specify, such as the past seven days. The history shows the date and time that each call or chat started and the type (for example, incoming answered ACD call, outgoing answered call, or chat session). For calls, the telephone number and location of the caller or the extension is also provided, if this information is available. For chat entries, the details identify the contact who participated in the chat. Note: The history list includes entries for chats only if you have configured TASKE Desktop to save chats. The history is updated every 15 minutes. You can request an immediate refresh to see the most current information at any time. To view a history: 1. Click the History tab. 2. If you want to change the review period that the history includes, click the View button and click the period. 3. If you want to include information since the last update, click Refresh. Sorting a History You can sort a history by date and time, type, or details, in ascending or descending order. For example, sorting a history by type groups all chats, all outgoing answered calls, and so on. To sort a history: 1. On the History tab, click the column header that represents the information you want to sort on (for example, Type). 2. If you want to reverse the order of the sorted information, click the column header again. Page 24 User Guide for TASKE Desktop

Viewing Properties For any call or chat in a call history, you can view properties that provide more details. For calls, properties include information about the type of call and its start and end time. The properties also provide a description of the events that occurred from the start time to the end time. For example, you can see the trunk on which a call was received and the time that the call was moved from the trunk to a particular extension. If the call was abandoned, the time that the caller hung up is also available. For chats, the properties include a transcript of the chat. For information about view chat transcripts, see Viewing Your Previous Chats. To view properties for a call: On the History tab, right-click the call and click Properties. Viewing Histories Page 25

Chapter 7 Changing Queue Assignments Overview of Changing Queue Assignments Using TASKE Desktop, supervisors can reassign agents to different queues on an asneeded basis. For example, if a sudden increase in call volume causes wait times in the Sales queue to become longer than acceptable, supervisors can reassign agents from other queues to the Sales queue. Once the call volume returns to normal levels and wait times decrease, agents can be reassigned back to their original queues. Queue reassignment in TASKE Desktop is called agent skills management. This feature is available for queues that correspond to skills defined in the telephone system. This feature cannot be used for queues that represent splits. If you are a supervisor, see Reassigning Agents to Different Queues for details about how to reassign agents to different queues using agent skills management. If you are an agent and a supervisor changes the queues that you are assigned to, you need only log out and back into the telephone system when prompted by TASKE Desktop. This action is required to ensure that the change takes effect in the telephone system. Reassigning Agents to Different Queues If you are a supervisor, you must have the appropriate permission to use agent skills management. If you do not have access to this feature, contact your TASKE Administrator. To change the queues that an agent is assigned to: 1. In TASKE Desktop, click the Agents tab. 2. In the row for the agent whose skills you want to change, right-click and click Edit Agent Skills. Tip: If there are many rows of skills, you may want to filter them. In the Filter box, type any characters in the skill name. For example, type en to display rows with the skill names English and French and to hide rows with the skill names Spanish and Italian. 3. For each row representing a queue that you want to assign the agent to, select the checkbox at the beginning of the row. Tip: For selected rows, to invert checkboxes (select all cleared checkboxes and clear all selected checkboxes), click the Toggle button. To quickly select all rows, click the Select All button. Toggle button Select All button Page 26 User Guide for TASKE Desktop

4. If you want to change the agent s skill level, click the skill level number and click the new value. (You may need to click the arrow in the skill level box to display the values.) 5. Click OK. Changing Queue Assignments Page 27

Chapter 8 Using Default Rules About Default Rules Rules provide a powerful way to stay on top of activity in your contact center and manage your own status using TASKE Desktop. Rules are only in effect when you are signed into TASKE Desktop. TASKE Desktop provides several default rules that trigger actions based on events. For example, one of the default rules notifies supervisors when agents join queues. Each notification includes both the agent ID and the queue ID. For any default rule, you can copy or turn off the rule, as well as change the order of rules. You cannot delete or edit the default rules. You can create rules if you are using TASKE Desktop Advanced. For information about creating rules, see About Creating Rules. Copying Rules You can copy rules. Copying a rule is a quick way to create a new rule based on an existing rule. When you copy a rule, TASKE Desktop adds the new rule to the end of the list of rules. Unless you change the position of the rule in the list, it will be the last rule applied. The default name of a copied rule is "copy of rule_name". You can rename the copy. To copy a rule: 1. Click Tools, Rules. 2. Click the rule in the Rule list and click Copy. Changing the Order of Rules Rules are applied in the order they appear in the rules list, which is available from the Rules option of the Tools menu. To ensure that rules are applied with the results you expect, check the order of all rules after making changes, such as copying or turning off a rule. If you are using TASKE Desktop Advanced, it is important to also check the order of rules when you create or delete rules. While rules provide a powerful way to manage your work, using too many rules, or rules that are overly complex, can cause unexpected results. For example, assume that a rule Using Default Rules Page 1

plays a five second sound file when you answer a call and then opens a URL based on the caller's phone number. When you answer a call, a sound will play for five seconds. TASKE Desktop will not start the second action (opening a URL) until the sound is finished playing. There may be too long of a delay before you have access to the URL. To change the order of rules: 1. Click Tools, Rules. 2. Click one or more rules that you want to move. 3. Click the Up or Down buttons to move the rule to the new position. Up button Down button Page 2 User Guide for TASKE Desktop

Chapter 9 Using Desktop Dashboard in TASKE Desktop Advanced The Desktop dashboard is a window showing queue statistics that you want to monitor at a glance on an ongoing basis. The Desktop dashboard is available only with TASKE Desktop Advanced. As well, the features of Desktop dashboard available to you depend on whether your TASKE administrator has locked the application and at what level the lock has been set. For information about the availability of the dashboard features, contact your TASKE administrator. By default, the dashboard displays a one-column list of selected statistics. Each column cell shows the resource (queue) name, the statistic name, and the statistic value. If an alarm has been set for a statistic that you include in the dashboard, it uses the defined alarm indicator (such as the background color red) if an alarm is triggered, as shown in the following example: Note: The elements of the queue names (such as the ID) and their order, and the names of the statistics can be changed. For information, see Changing Resource Labels and Choosing Queue Statistics. The dashboard can include queue statistics that are the same as, or different from, those you have selected to monitor using Desktop. You can also use a combination of these statistics. For example, you may want your dashboard to display a subset of the statistics you have configured for Desktop, focusing on the high-priority ones that you need to respond to quickly, as well as one or two additional statistics for queues that you are not monitoring in the Desktop window. The dashboard layout customizable. In addition to choosing the queue statistics you want to include, you specify the number of columns for the dashboard and the order that statistics appear. To accommodate display requirements, you can choose from several options for determining the size of text and you can choose whether to display queue names. Several options are available for positioning the dashboard on your computer screen. For example, you can choose to keep it on top of other open windows. Using Desktop Dashboard in TASKE Desktop Advanced Page 3

Opening or Closing the Desktop Dashboard The Desktop dashboard is a different window from Desktop. The first time you open the dashboard, it will not contain any information until you add queue statistics. When you open the dashboard after the first time, it appears in the same position on your screen as the last time you closed it. To open the dashboard: Click View, Dashboard. To close the dashboard: Right-click the dashboard and click Close. Adding Queue Statistics You add statistics to the dashboard for one queue at a time. Adding statistics involves selecting statistics for a queue and then specifying the order that you want statistics (both any existing statistics and the new statistics) to appear on the dashboard. You can add or remove statistics in the dashboard at any time. You can adjust the order of dashboard statistics at a later time by changing the dashboard layout. To add statistics: 1. Right-click the dashboard and click Select Statistics. 2. Click the Add button. Add button 3. Double-click the queue for the statistics you want to add. 4. Select the check box for each statistic you want to add. You can toggle check boxes (select cleared check boxes and clear selected ones). Select the rows with check boxes that you want to toggle and click the Toggle button. To select consecutive rows, click the first and last rows while pressing Shift. To select non-consecutive rows, click each row while pressing Ctrl. Toggle button To quickly toggle all check boxes, click the Select All button and click the Toggle button. Select All button Page 4 User Guide for TASKE Desktop

5. Click Finish. 6. If you want to change the order in which statistics will appear in the dashboard, click the row that contains the statistic you want to move and use the Up button or Down button to move the statistic to its new position. Up button Down button You can move more than one statistic at a time. To select consecutive statistics, click the first and last rows while pressing Shift. To select non-consecutive statistics, click each row while pressing Ctrl. To quickly invert the selection of all rows (select cleared rows and clear selected ones), click the Invert Selection button. Invert Selection button To quickly select all rows, click the Select All button. 7. Click OK. Select All button To delete statistics: 1. Right-click the dashboard and click Select Statistics. 2. Click the row that contains the statistic and click the Delete button. Delete button You can select more than one statistic at a time. To select consecutive statistics, click the first and last rows while pressing Shift. To select non-consecutive statistics, click each row while pressing Ctrl. 3. Click OK. Changing the Dashboard Layout By default, the Desktop dashboard displays statistics in one column and in the order you specify when adding statistics. You can change the number of columns in the dashboard. If you use a multi-column layout, statistics are displayed from left to right and then from top to bottom. For example, if you have four statistics displayed in a two-column layout, the first statistic appears in the top-left cell, the second statistic appears in the top-right cell, the third statistic appears in the lowerleft cell, and the fourth statistic appears in the lower-right cell. You can reorder statistics at any time. For example, after changing the number of columns in the dashboard, you may want to change the order of statistics so that they appear in different rows or columns. Using Desktop Dashboard in TASKE Desktop Advanced Page 5

To change the number of columns: Right-click the dashboard and click Columns, number. For example, to use a two-column layout, click Columns, 2. To change the order of statistics: 1. Right-click the dashboard and click Select Statistics. 2. Click the row that contains the statistic you want to move and use the Up button or Down button to move the statistic to its new position. Up button Down button You can move more than one statistic at a time. To select consecutive statistics, click the first and last rows while pressing Shift. To select non-consecutive statistics, click each row while pressing Ctrl. To quickly invert the selection of all rows (select unselected rows and clear selected ones), click the Invert Selection button. 3. Click OK. Invert Selection button Changing the Size of Text in the Dashboard By default, the same font size is used for all text in a cell. This size is determined by the width and height of the longest line of text in the cell. As shown in this example, text is sized to maximize the width of the cell while keeping all text on one line: Page 6 User Guide for TASKE Desktop

This default method for determining the text size is referred to as static text sizing. Alternatively, you can specify that you want text sized dynamically. When using dynamic text sizing, each text item in a cell (the resource name, statistic name, and statistic value) is individually sized to maximize the space available in the cell. As a result, each item in a cell may be a different text size: In addition to choosing dynamic or static text sizing, you can choose to highlight the numerical value of the statistic by showing it in large text. In this case, the numerical value is the largest item in each cell and other text is resized accordingly. Note: The elements of the queue names (such as the ID) and their order, and the names of the statistics can be changed. For information, see Choosing Queue Statistics and Changing Resource Labels. To choose dynamic or static text sizing: Right-click the dashboard and click Use Dynamic Text. When a check mark appears beside this command, dynamic text sizing is used. When the check mark is cleared, static text sizing is used. To highlight the numerical value: Right-click the dashboard and click Show Large Values. When a check mark appears beside this command, the numerical value appears in large text. When the check mark is cleared, the size of the numerical value is determined by the text sizing method (dynamic or static). Showing or Hiding Queue Names By default, a cell for a statistic includes the resource (queue) name, the statistic name, and the statistic value. If all statistics in the dashboard are for the same resource, you may want to hide the queue name. You can choose to show the queue name at any time. When you choose to hide queue names, the size of the remaining text in cells may change. For information about how the size of text is determined, see Changing the Dashboard Text Size. To show or hide the queue name: Right-click the dashboard and click Options, Display Resource Name. A check mark appears beside this command when queue names are included on the dashboard. Using Desktop Dashboard in TASKE Desktop Advanced Page 7

Positioning the Dashboard You can move the dashboard by dragging it as you would any other window. Similarly, resize the dashboard by dragging its borders. If you want to position the dashboard to a fixed position, you can dock it to the top, bottom, left side, or right side of the computer screen. If more than one monitor comprises the screen, the dashboard can be docked to these positions on either monitor. When docked, you can resize the dashboard; however, a maximum size is predetermined. If you want to move the dashboard while you are working with other windows or if you want to resize it to use most of the space available on your screen, leave it undocked. Note: If you are using 64-bit Java, docking is not supported. To ensure the dashboard is visible, even when you are working with other windows or applications, set up the dashboard to remain on top of all other windows. The dashboard can be both docked and set to remain on top of all other windows. To dock the dashboard: 1. If more than one computer monitor comprises the screen, drag the dashboard to the monitor where you want to dock the layout. If the dashboard spans more than one monitor, the dashboard docks to the monitor that displays the majority of the dashboard. 2. Right-click the dashboard and click Dock, position. For example, click Dock, Top to dock the dashboard at the top of the monitor. You can quickly change the docked position by right-clicking the docked dashboard and clicking Dock, position. To undock the dashboard: Right-click the dashboard and click Dock, Off. To keep the dashboard as the top window: Right-click the dashboard and click Always on Top. Page 8 User Guide for TASKE Desktop

Chapter 10 Creating Rules Using TASKE Desktop Advanced About Creating Rules Rules provide a powerful way to stay on top of activity in your contact center and manage your own status when using TASKE Desktop. Several default rules are available to all TASKE Desktop users. However, if you are using TASKE Desktop Advanced, you can also create rules that are highly customized to your own requirements. For example, you can create a rule that helps ensure sufficient coverage for a queue. Let's say that at least three agents should be logged into a queue at any time. When fewer than three agents are logged into a queue, a rule displays a notification to agents who are signed into TASKE Desktop that more agents are needed. You create rules using the Rules Wizard. Each rule is comprised of one or more events and actions that you can customize. To ensure that rules are applied with the results you expect, use rules to help manage your work, but keep the number and complexity of rules to a minimum. Rules are in effect only when you are signed into TASKE Desktop. Using Events to Trigger Actions Rules trigger actions based on events, where you specify the conditions that trigger events and the actions that occur as a result. For example, to ensure sufficient coverage for a queue, you want at least three agents logged in. When fewer than three agents are logged in, you want to notify other available agents that they should log in. In this case, a rule would include one event and one action: The event occurs when fewer than three agents are logged in. When fewer than three agents are logged in, the action displays a message that's displayed to all agents currently signed in to TASKE Desktop, such as "More Agents Needed". Similarly, a rule may define that when an ACD call is answered, your in-house technical support database opens, allowing you to search for information to assist the caller. When you answer an ACD call, the rule event becomes "true", and the action is triggered. Creating Rules Using TASKE Desktop Advanced Page 9

Simple versus Compound Rules The rules that you create using TASKE Desktop Advanced reflect the events that are important to you and your preferences for handling these events. You can create simple rules that include one event and one action. You can also create rules that are highly customized to your own requirements using multiple events and actions. The best way to learn about the types of rules you can create is to look at some examples. Note: If you do not have permission for TASKE Desktop Advanced, you can still use default rules. In the following examples, text that is displayed in bold and enclosed in square brackets represents a default or custom value. For the purposes of these examples, you don't need to be concerned with how these values have been defined. Simple Rules The simplest rules consist of one event and one action. In this example, when you answer any call, TASKE Desktop plays the sound in the c:\sounds\ring.wav file. Event When I answer a [call] Action play [c:\sounds\ring.wav] Compound Rules Rules may contain more than one event or action. For a rule with more than one event, the action is triggered if any of the events occur. In the following example, TASKE Desktop displays an alert box when either of two key customer support representatives is logged out or when the number of available agents in the Customer Support queue drops to a warning alarm level: Events When [one of (649 Jenn Morgan (Jenn) or 650 John Smith (John)] status [enters] a [Logged Out] state or Action show an alert box with ['Verify agents available in Customer Service'] When [the number of agents logged into the Customer Support queue] enters a [warning] state Page 10 User Guide for TASKE Desktop

When multiple actions are specified, all actions are triggered when any of the rule events occur. Here is an example of a rule with two events and two actions: Event When [one of (649 Jenn Morgan (Jenn) or 650 John Smith (John)] status [enters] a [Logged Out] state or When a [the number of agents logged into the Customer Support queue] enters a [warning] state Actions show an alert box with ['Verify agents available in Customer Service'] and play [c:\sounds\alarms.wav] Using the Rules Wizard The Rules Wizard guides you through the process of creating a rule: choosing and, optionally, customizing one or more one events For information about events, see the section "Defining Events". choosing and, optionally, customizing one or more actions For information about actions, see the section "Defining Actions". arranging the order in which actions (if more than one) will be triggered TASKE Desktop Advanced applies rules in the order they are listed, starting with the first action. If the sequence of actions is important, ensure that actions are listed in the appropriate order. defining a name for the rule It's a good idea to give rules a name that is meaningful. For example, for a rule that triggers a notification when too few agents are logged in, a good name may be "Queue is Understaffed". turning the rule on (optional) Turning a rule on means that TASKE Desktop starts monitoring your environment for an event defined by the rule. The next time an event occurs, the corresponding action is triggered. If you choose not to turn a rule on, the wizard creates the rule, but TASKE Desktop does not start monitoring for the event. To start the Rules Wizard: 1. Click Tools, Rules. 2. Click the New button. Tip: If the rule you want to create is similar to an existing rule, you may find it faster to copy and edit the existing rule, instead of starting a new rule. To create a new rule from a copy, click the Copy button, select the copy in the Rule list, and then click the Edit button. Creating Rules Using TASKE Desktop Advanced Page 11

3. Follow the Rules Wizard as it guides you through the steps to create the rule, and then click Finish on the last page of the wizard. To choose an event or an action, select its check box. The Rules Wizard adds the event or action to the Rule Description text box. To customize an event or action in the text box, click a link (shown in blue, underlined text) and follow the prompts to define the value. You cannot click the link in the events or actions lists. Guidelines for Creating Rules TASKE Desktop provides several options for creating highly complex rules to meet most requirements for event processing. Here are some guidelines to keep in mind when create rules: For a rule with more than one event, the action is triggered if any of the events occur. For an event based on multiple call filters, a call must meet all the filter criteria for the action to occur. For a rule with more than one action, all actions are triggered when any of the rule events occur. For a rule using a sign out event, avoid creating actions that are time-consuming. Any actions that have not completed when sign out occurs are discarded. Verify that rules are applied with the results you expect, particularly when adding new rules. When more than one rule is turned on, they are evaluated in order, starting with the first rule. In this way, a set of rules can work together to initiate different sequences of actions based on various conditions in your contact center. You can view the order of rules in the Rules window, which is available from the Tools menu. Page 12 User Guide for TASKE Desktop

Defining Events Types of Events The following table lists the available events, showing placeholders in bold text and enclosed in square brackets (for example, [enters/leaves]). For each event, an example of how you could use it in a rule (in combination with an action) is provided. Event When my phone rings with an inbound [call] When I answer a [call] When I put a [call] on hold When I retrieve a [call] from hold When I hang up a [call] When I connect an outbound [call] When my status [enters/leaves] a [specified] state When my status changes from a [specified] state to a [specified] state When my state reason [enters/leaves] the value [specified] When [an agent] or [an extension] rings with an inbound [call] When [an agent] or [an extension] answers a [call] Example When my phone rings with an inbound ACD call, open the in-house CRM application. When I answer a non-acd call, send an email message to another agent to notify them that I may not be available. When I put an ACD call on hold, open the in-house technical support database. When I retrieve a non-acd call from hold, send an email message to another agent to notify them that I may not be available. When I hang up a non-acd call, send an email message to another agent to notify them that I am available. When I connect an outbound ACD call, send an email message to my manager as a notification that I am contacting a customer. When my status enters a Logged Out state, show an alert to other agents that I may not be available. When my status changes from a Logged Out state to an Idle state, show a notification to other agents that I am logged in and available. When my state reason enters the value 'Training', show a notification to other agents that I am not available to answer calls. Note: See Customizing Events for more information about this event type. When Joe 5555 or an extension rings with an inbound ACD call, send an email message to the IT department that an ACD call was sent to the wrong destination. When Joe 5555 or 5556 Reception answers an ACD call, play c:\greeting.wav. When [an agent] or [an extension] puts When Joe 5555 or 5556 Reception puts an ACD call on a [call] on hold hold, show an alert indicating that your assistance may be needed. When [an agent] or [an extension] retrieves a [call] from hold When Joe 5555 or one of (5556 Reception or 5559 Conf) retrieves an ACD call from hold, show an alert indicating that your assistance is no longer needed Creating Rules Using TASKE Desktop Advanced Page 13

Event When [an agent] or [an extension] disconnects a [call] When [an agent] or [an extension] connects an outbound [call] Example When one of (Joe 5555 or Alice 5551) or an extension disconnects an inbound non-acd call, play c:\bell.wav. When Joe 5555 or 5556 Reception connects an outbound call, play c:\bell.wav. When [an agent] status [enters/leaves] a [specified] state When Alice 5551 status enters a Logged Out state, display a notification that Alice is no longer available. When [an agent] changes from a [specified] state to a [specified] state When [an agent] state reason [enters/leaves] the value [specified] When [an extension] status [enters/leaves] a [specified] state When [an extension] changes from a [specified] state to [specified] state When a [summary statistic] enters an [alarm] state When one of (Joe 5555 or Alice 5551) changes from an ACD state to a Logged Out state, show a notification that one or more of these agents are no longer available. When Joe 555 state reason leaves the value 'Meeting', show a notification that Joe is available. Note: See Customizing Events for more information about this event type. When 5556 Reception status enters an Unknown state, send an email to the IT department that assistance is needed to resolve a technical issue with the telephone system. When 5556 Reception changes from an Incoming On Hold state to an Unavailable state, send an email to the IT department that assistance is needed to resolve a technical issue with the telephone system. When a summary statistic enters a warning state, show a notification to all agents that intervention is required. Note: Unlike other placeholders for which a selected value is displayed in the rule description, the [summary statistic] placeholder is always displayed. Click the placeholder to see selected statistics, if any. When I [sign in/out] of TASKE Desktop When I sign out of TASKE Desktop, play c:\goodbye.wav. Note: Avoid creating actions based on sign out events that are time-consuming. Any actions that have not completed when sign out occurs are discarded. Customizing Events Every rule that you create using the Rules Wizard must include at least one event. Every event includes at least one placeholder that you can use to customize values when adding the event to a rule. For information about using the Rules Wizard, see Using the Rules Wizard. For a list of available events and examples, see Types of Events. In the Rules Wizard, placeholders that you can customize are represented using links, shown in blue, underlined text. Here is an example of an event with three placeholders, where the links are shown in bold text and enclosed in square brackets (to distinguish them from the links in this Help topic): When [an agent] or [an extension] connects an outbound [call] Page 14 User Guide for TASKE Desktop

By default, all agents, all extensions, and all call types are included when the rule is active. You can customize this event by limiting the values represented by the placeholders. For example, you may want the event to apply only when the agent Ellen MacDonald or the extension 123 connects to an outbound non-acd call: When an [Ellen MacDonald] or [123 Reception] connects to an outbound [Non-ACD call] The options available for selection depend on the values available for a link. For the following event, the Rules Wizard displays a list of agents when you click the agent link, a list of extensions when you click the extension link, and call filter options when you click the call link: When [an agent] or [an extension] connects an outbound [call] The following table lists the placeholders used in one or more events, and provides a summary of the default and available values. Placeholder call Description This value specifies a call type. For more information, see Defining [Call] Type or Filters. Default Value: Any call enters/leaves This value specifies whether the event is based on when a resource enters or leaves a state or state reason. Default Value: None. If no value is selected, actions are never triggered. specified This value identifies a state or state reason. For state reasons, you are prompted to type the label in a text box. With the exception of case, the value you type must exactly match the label that defines the state reason as determined by your TASKE administrator. For example, Break and break are considered to be the same value. However Break and Breaks are not considered to be the same value. If you do not know the appropriate label, contact your TASKE administrator. State reasons are associated with the Aux Work Time state. Changes to or from this state are not considered when evaluating this event. Actions based on this event are triggered only when the state reason changes. Default Value: Empty (blank) text (state reason) Any state (states) an agent This value identifies one or more agents. Default Value: Any agent an extension This value identifies one or more extensions. Default Value: Any extension Creating Rules Using TASKE Desktop Advanced Page 15

Placeholder summary statistic Description This value identifies one or more summary statistics for selected resources. Unlike other placeholders for which a selected value is displayed in the rule description, the [summary statistic] placeholder is always displayed. Click the placeholder to see selected statistics, if any. Default Value: Any statistic alarm This value identifies that one or more specified summary statistics are at warning or critical levels. Default Value: None. If no value is selected, actions are never triggered. sign in/out This value identifies whether you have signed in or signed out of TASKE Desktop. Default Value: None. If no value is selected, actions are never triggered. Defining [Call] Type or Filters Many events include a placeholder for calls, as shown in this example: When I answer a [call] By default, the [call] placeholder represents all calls. You can customize the value of this placeholder such that the event occurs only for ACD or non-acd call types, and specified filters. For example, you can define [call] to represent an incoming, outgoing, or internal ACD call associated with Agent ID equal to "3300". Here is the prompt displayed by the Rules Wizard when you click a [call] placeholder for an event in a rule, with the value to be represented by the placeholder defined: Page 16 User Guide for TASKE Desktop

Building Call Filters A call filter is comprised of a property, comparator, and value. To build a call filter for extension ID "123", call filter values are: Property Comparator Value Extension ID equal to 123 The following table shows other examples of call filters and their results: Call Filter Matching Results Non-Matching Results Queue ID in set 3000 3001 3300 300 3001 Agent ID contains 03 3033 103 DNIS starts with 2 2000 23 3002 40 3000 1023 3200 122 Note: When typing values for the "in set" comparator, you can use any type of punctuation as a separator. This example uses a space, but you could use commas or a combination of commas and spaces, for example. Defining Multiple Call Filters You can define more than one filter for each call event. When multiple call filters are defined, a call must meet all the filter criteria for the action to occur. In the following example, a notification is displayed only if a non-acd call takes place with an extension ID that starts with 3 on a queue with an ID of 2001: When I answer a non-acd call (Extension ID starts with '3' and Queue ID = '2001') show notification window 'Inquiry from hardware support group' Creating Rules Using TASKE Desktop Advanced Page 17

Defining Actions Types of Actions The following table lists the available actions, showing placeholders in bold text and enclosed in square brackets (for example, [a sound]). For each action, an example of how you could use it in a rule (in combination with an event) is provided. Action open an [application] open a chat window with [specified contact] open [URL] play [a sound] send [an email] show an alert box with [specified message] show notification window with [specified message] Example When you answer an ACD call, open the in-house CRM application. When you put an ACD call on hold, a chat window opens, where a specific contact is automatically selected. For example, the contact may be a technical resource who you consult with frequently. When you enter the Idle state, open a web browser showing your in-house web site. When a specific agent logs off, a sound plays to make you aware that the queue may require additional coverage. When a summary statistic for calls waiting reaches a warning level, send an email to specific contacts, asking them to log in. When a summary statistic for calls waiting reaches a critical level, show an alert box on a supervisor's screen to highlight that intervention is required. An alert box remains displayed on the screen until the user clicks its OK button to dismiss it. When a summary statistic for calls waiting reaches a warning level, show a notification for all agents assigned to the queue to highlight that more agents need to log in. A notification is a small window that appears on the screen for a few seconds, and then disappears. Notifications keep track of their last position. If you move a notification window, it appears in that position the next time it is displayed. Note: You can configure whether sounds and notifications are turned on or off, and the length of time that notifications are displayed. Defining Actions that Open Applications and URLs The following types of actions require that you specify an appropriate address or path: open an [application] open [URL] Page 18 User Guide for TASKE Desktop

You can test access to ensure that the address or path is properly defined. This example shows the Open URL dialog box where the URL goes to the home page of TASKE Technology: Using Dynamic Properties for Actions You can create actions where the result is based on information provided at the time the action is triggered. This feature helps you define actions that are meaningful for your environment. Not all actions support dynamic properties When defining an action, you include dynamic properties, which act as placeholders for values that will be substituted when the action is triggered. For example, a message for a notification window uses a placeholder for the queue ID: Add more agents to queue [Queue ID]. When the notification window is displayed, the message includes a specific queue ID, as shown in this example: Add more agents to queue 3004. Properties let you define highly specialized conditions. For example, given the following value for the "open a URL" action, the web page that opens depends on the values of properties when the action is triggered. http://www.company.com?ani=[ani]&dnis=[dnis]&agent=[agent ID]&queue=[Queue ID] Similarly, you can define rules based on DNIS events such that if a customer calls support, TASKE Desktop opens a URL and looks up the customer's records (using the caller's phone number) in the in-house customer database. If a customer calls sales, then TASKE Desktop plays a sound and opens a different URL for collecting sales information from the customer. Actions that Support Dynamic Properties The following actions support dynamic properties: open an [application] open [URL] send [an email] Creating Rules Using TASKE Desktop Advanced Page 19

show an alert box with [specified message] show notification window with [specified message] You insert properties after choosing the action in the Rules Wizard. This example shows the properties selection list when defining the "open an [application]" action: Available Properties The following properties are available: Automatic Number Identification (ANI) A service provided by a telephone company that identifies the telephone number of the caller. Not all trunks can provide this information and it is usually a service that must be purchased from the local telephone carrier. Dialed Number Identification Service (DNIS) A service, such as 800 and 900 telephone numbers, in which the telephone service provider transmits an identification number to a telephone system receiving a call. The identification number is typically the last four digits which the caller dialed, but may be the whole number or a translated number. This filter allows users to extract call records based on the number dialed by the caller. Agent ID The identifier of the agent, which is assigned by the TASKE administrator. Queue ID The identifier of the queue, which is assigned by the TASKE administrator. Extension ID The identifier of the extension, which is assigned by the TASKE administrator. Call ID The identifier of the call, which is assigned by the telephone system. Page 20 User Guide for TASKE Desktop

Saving, Editing, and Deleting Custom Actions TASKE Desktop Advanced provides a set of default actions that you customize. For example, you can customize the "play a sound" action to play one of your own sound files (for example, c:\mysound.wav). If you plan to use this action frequently, you may want to save it as a custom action so that you don't need to redefine the default action each time you want to use it with your sound file. When you can save an action as a custom action, a Save as custom action check box is available, as shown in this example: After saving the custom action, it is added to the list of available actions when creating a rule. Editing a Custom Action Editing a custom action changes its value globally in existing rules that use the custom action. The new value will be used in any new rules that use the custom action. Deleting a Custom Action Deleting a custom action removes it only from the current rule. The custom action remains available for all other existing and any new rules you create. Creating Rules Using TASKE Desktop Advanced Page 21

Deleting Rules You can delete any rule that you have defined if you no longer need it. You cannot delete the default rules provided by TASKE Desktop. To delete a rule: 1. Click Tools, Rules. 2. Click the rule in the Rule list and click the Delete button. Editing Rules You may need to change the definitions of existing rules. For example, if a rule specifies an agent and that agent leave the company, you can edit the rule to remove the agent or specify a different one. You cannot edit the default rules provided by TASKE Desktop Advanced. To edit a rule: 1. Click Tools, Rules. 2. Click the rule in the Rule list and click the Edit button. Alternatively, double-click the rule in the Rule list. Follow the Rules Wizard as it guides you through the prompts to edit the rule. Deleting a custom action removes it only from the current rule. The custom action remains available for all other existing rules and any rules you define in the future. Editing a custom action changes its value globally. For example, the value will be changed in rules that use the action, as well as any new rules created using the custom action. Page 22 User Guide for TASKE Desktop

Chapter 11 TASKE Support This chapter describes how to contact TASKE Technical Support and the support options. Contacting TASKE Technical Support If you require information that is not addressed in this guide, you can contact TASKE Technical Support. If you are a member of the TASKE Total Care Maintenance Program, you are entitled to unlimited technical telephone support during TASKE support hours. If you are not a member of the program, you will be charged a per incident fee that must be paid in advance. If, within 30 days of closing the incident, you elect to purchase a subscription to the TASKE Total Care Maintenance Program, the incident fee will be refunded. Use one of the following methods to contact TASKE Technical Support: Telephone: 1-877-778-2753, Option "1 - Technical Support" Email: www.taske.com/asksupport TASKE support hours are Monday to Friday, 9:00 am to 6:00 pm EST/EDT. Canadian statutory holidays are excluded. TASKE Total Care Maintenance Program The TASKE Total Care Maintenance Program is designed for you to realize the greatest benefits from your investment, and protect this investment with regular product upgrades and access to technical support services. Subscribers to the TASKE Total Care Maintenance Program receive the following benefits: Unlimited technical telephone support during TASKE support hours Access to current software releases and product updates at no charge. Access to TASKE training to further enhance the value of their software investment. A twelve-month subscription to the TASKE Total Care Maintenance Program is included with every new purchase of the TASKE Management Solutions. Annual renewals or additional years coverage can be purchased at any time. The expiration date of the customer s current maintenance agreement is available by contacting TASKE at www.taske.com/asksales and providing the customer name and address (or lock number, if available). For more information about this program, contact TASKE at 1-877-778-2753, Option 2 - Sales", or email us at www.taske.com/asksales. TASKE Support Page 23

Using the TASKE Support Package TASKE technical support representatives may need to review your TASKE Desktop configuration and logged data to provide answers to your questions. To help collect this data, the necessary data files can be copied into a support package. This package is a.zip file named ttdsktop.config.zip, by default. After creating the package, you send it by email to TASKE. To copy data files to a support package (.zip) file: 1. Click Help, Support Package. 2. Note the location where the package will be saved, and click Save. If you have not already contacted TASKE support about this issue, call us to discuss the best way to send this package to us. Page 24 User Guide for TASKE Desktop

Appendix A Reference Status Information Details The TASKE Desktop window shows the current state of the user who is logged in. You can view a brief or detailed description about the state. The following two tables describe the content that appears for the detailed description of each state. The first table shows the content for each state when the user is logged in as an agent. The second table shows the content for each state when the user is not logged in as an agent. For the brief description, only the first line of the detailed description appears. For example, the brief description for ACD calls uses this format: Notes: user_name state: duration For values that may show multiple queues, each queue is separated by a comma. Values that are unknown or not applicable are omitted. For example, the location value does not appear for calls from internal extensions. Some states are not supported by all telephone systems. Content for Status Information When Logged in as an Agent State Icon Detailed Description Idle user_name state: duration Logged in to queue_id queue_name (nickname) Idle forward x extension_id Example: John Smith Idle: 0:10:05 Logged in to 607 Customer Service (CS) x 641 ACD user_name state: duration from phonenum_or_extension_id_or_trunk_id ACD on hold Non-ACD on hold Non-ACD agent_id agent_name (nickname) queue_id queue_name (nickname) location Reference Page 25

State Icon Detailed Description Ringing x extension_id Example: John Smith ACD: 0:00:25 from (703)555-9011 641 John Smith (John) 607 Customer Service (CS) Virginia x 641 Outbound Outbound trunk Outbound on hold user_name state: duration to phonenum_or_extension_id Agent agent_id on x extension_id agent_id agent_name (nickname) location x extension_id Example: John Smith Outbound: 0:01:35 to (908)555-8811 641 John Smith (John) New Jersey x 641 Other states (for example, Unavailable, Not Ready, or Work Time) user_name state: duration agent_id agent_name (nickname) x extension_id Example: John Smith Not ready: 0:08:20 641 John Smith (John) x 641 Note: If the agent provided a reason code, it is displayed as the last line of the description. Logged out Unknown user_name state: duration agent_id agent_name (nickname) x extension_id Example: John Smith Unknown: 0:10:20 641 John Smith (John) x 641 Page 26 User Guide for TASKE Desktop

Content for Status Information When Not Logged in as an Agent State Icon Detailed Description Outgoing Outgoing trunk Outgoing on hold user_name state: duration to phonenum_or_extension_id location x extension_id Example: John Smith Outgoing: 0:10:20 to (908)555-8811 Florida x 641 Incoming user_name state: duration from phonenum_or_extension_id Incoming on hold location x extension_id Example: John Smith Outgoing: 0:10:20 from (908)555-8811 Florida x 641 Other states user_name state: duration location x extension_id Example: John Smith Unknown: 0:10:20 Florida x 641 Queue Statistics The following statistics are available for queues and queue groups. Abandoned Calls Calls in the queue that are disconnected by the callers before receiving an answer. Agents Logged Out The number of agents assigned to the queue, but who are logged out. Agents On The total number of agents idle, on ACD calls, non-acd calls, and unavailable. Reference Page 27

Agents on ACD The number of agents currently on ACD calls. Agents on Non-ACD The number of agents currently on non-acd calls. Agents on Outbound The number of agents currently on outbound calls. Agents Unavailable The number of agents assigned to the queue and logged in, but who are not available to take calls. Answered by Group n The percentage of calls handled by each agent group within the specified queue or queue group. Depending on the switch type, a queue or queue group can have one or more agent groups assigned to it. Answered Calls Calls in the queue that are answered. Answered Service Factor (ASF) The number of calls answered, divided by the number of calls answered and abandoned (disconnected by the caller before being answered). Unlike the TSF %, this value is not based on time to answer or abandon. Available Agents The number of agents currently available to answer calls. The number of agents available includes idle agents, agents on ACD calls, and agents on non-acd calls. Avg Abandon Time The average time that calls waited before being terminated by the caller Avg Talk Time The average time that an agent has spent on answered calls. Avg Time to Answer The average time that answered calls waited before being answered. Avg Time to Interflow The average number of calls removed from a queue and forwarded to another queue. Page 28 User Guide for TASKE Desktop

Calls Waiting The number of calls currently waiting in queue. Expected Wait Time The length of time that calls are expected to wait in the queue before being answered. Idle Agents The number of agents assigned to the queue and available to accept ACD calls, but who are not currently on a call. Interflowed Calls Calls that exceed the threshold for waiting in a queue and move to another answering point. Longest Wait Time The length of time of the call currently in the queue that has waited the longest. Max Calls Waiting The highest number of calls in the queue at one time waiting to be answered. Max Wait Time The length of time that call waited the longest in the queue during the current review period before being answered or abandoned. Maximum Time to Answer The longest time that an answered call waited before being answered. Offered Calls The total number of answered and abandoned calls that entered the queue. Re-queues A queue event that occurs when the queue sends an available agent an ACD call, but the agent does not answer. The call is returned to the queue to be answered by the next available agent. Telephone Service Factor (TSF) The sum of the number of answered, abandoned, and interflowed calls divided by the number of offered calls during this time interval. Total Talk Time The total length of time a call spends connected to one or more extensions (non-autoattendant) before terminating. Reference Page 29

Agent Information and Statistics The following information and statistics are available for agents. Note: Items identified by an asterisk are not statistics and alarms cannot be set for these items. Avg call_type Time The average amount of the time that the agent has spent on each call of a specified type. Call types include ACD, non-acd and Outgoing. call_type Calls The number of calls of the specified type that the agent has taken in the last hour. Call types include ACD, non-acd and Outgoing. call_type Time The amount of the time that the agent has spent on non-acd or outgoing calls in the last hour. For example, "Outgoing Time" indicates the amount of time the agent has spent on outgoing calls in the last hour. Call types include: Non-ACD and Outgoing. Calling/Called The telephone number of the party the agent is connected to. Extension The extension the agent is currently using. non_call_time Time The amount of the time that the agent has spent on non-call activity in the last hour. For example, "Idle Time" indicates the amount of time the agent has been available and waiting to take ACD calls. Non-call time activities include Not Ready, Aux Work, DND, Work, Idle, and Unavailable. State The agent's current state. State Character The character that represents the agent's current state. State Reason The reason the agent is in the current state, if applicable. For example, an agent in the Do Not Disturb state may provide the reason "training" or "lunch break". Time in State The length of time the agent has been in the current state. Page 30 User Guide for TASKE Desktop

Total ACD Time The amount of the time the agent has spent on ACD calls in the last hour. Vector Directory Number (VDN) A number used to direct an incoming call to a specific vector. The number does not represent a physical device. Agent States The following table describes the agent states. Some states may not be used on all agent maps or state charts. State Definition Unknown Logged Out Idle Idle Forwarded ACD ACD on Hold Non-ACD Non-ACD on Hold Outbound Outbound Trunk Outbound on Hold Not Ready Do Not Disturb The current state of the agent is unknown because no activity has been recorded since the Information Server was started. The agent is not logged into the queue and is not available to receive ACD calls. The agent is available and waiting to be offered an ACD call from the queue. The agent is available and waiting to be offered an ACD call from the queue. The agent has forwarded calls from the assigned extension to another extension. The agent is on an ACD call from the queue. The agent is on an ACD call and has put the call on hold. The agent is currently on an inbound non-acd call, meaning the call did not originate in the queue. The agent is currently on an inbound non-acd call and has put the call on hold. The agent has initiated an outbound call to another extension within the contact center. When in this state the agent is considered to be available to accept ACD calls from the queue. The agent has initiated a call to a destination outside the contact center and is occupying an outbound trunk. The agent has initiated an outbound call and has put the call on hold. Agent is not ready to accept an ACD call because the extension is off hook or in a transitional state. The agent has placed the extension in a Do Not Disturb state and cannot receive calls from the queue or calls dialed directly to the agent's extension. Reference Page 31

State Definition Work Time Ringing Aux Work Time Unavailable The agent has placed the extension in a Work Time state. Agents use this state to finish paperwork associated with a completed call. When in this state the agent is not available to receive ACD calls. The agent's extension is currently ringing with an incoming ACD call from the queue. The agent has entered the Auxiliary Work Time state for a specific reason. Each type of reason is represented by a code and the agent enters the code to enter the Auxiliary Work Time state. The agent is logged into the queue but is in a state that prevents the agent from receiving ACD calls from the queue. Page 32 User Guide for TASKE Desktop