Fidelity ACD Agent User Guide
TABLE OF CONTENTS 1- BASIC CONCEPTS...3 2- START THE FIDELITY ACD AGENT PROGRAM...4 3- USING THE FIDELITY ACD AGENT PROGRAM...5 3.1 Registering... 5 3.2 Answering an Incoming Call... 5 3.3 Live Call Management... 6 3.4 Automated Outbound Calls... 8 3.5 Automated Outbound Call Form Management... 9 3.6 Wrap-Up Time... 10 3.7 Breaks... 10 3.8 Time Counter... 11 3.9 Call Queues Data... 12 4- USING THE FIDELITY DESKTOP MODULE...13 4.1 Call Log... 14 4.1.1 Making a Call from the Call Log... 15 4.2 Contacts... 16 4.2.1 Locating a Contact... 16 4.2.2 Calling a Contact... 16 4.3 Contact Record... 17 4.3.1 Register New Contact... 17 4.3.1.1 Contacts Sharing Phone Number...18 4.3.2 Call Notes... 18 4.3.3 Telephony Options... 19 4.4 Messaging... 19 4.5 Extension Data... 20 4.6 Options... 20 2
1- BASIC CONCEPTS The Fidelity ACD Agent application is the interface which enables an agent to work as part of a Fidelity call center solution: The Fidelity call center solution is made up of one or more Groups of Agents and of one or more Supervisors. Fidelity is designed both for the automatic distribution of inbound calls and for the automatic distribution of outbound calls (Preview dialing or Progressive dialing), or a combination of both. Fidelity distributes inbound calls among the different groups in the system according to date and time, called number (DNIS) and calling number (ANI). In the case of automated outbound call campaigns, each specific campaign is assigned a single group. Fidelity distributes calls among the different agents that make up each group according to various pre-programmed criteria and the agents available in that moment. An agent may belong to one or more groups. In order to receive a call assigned by the system, an agent must start the Fidelity ACD Agent program and register in the system. (See Section 3.1) While an agent is registered in the system all information regarding his/her currently assigned extension and ACD status is stored in the system and will necessarily report one of the following situations: - Free: The agent is available to answer or make a phone call from the system. - Busy: The agent is busy answering or making a phone call from the system. - On-break: Indicates that the agent is temporarily unavailable (several types of break may be available, defined by the supervisor). - Wrap-Up Time: After finishing a call, the system may automatically grant a pre-defined amount of time for administrative tasks. According to the system configuration, information to help in the handling of the call may be made available to the agent via a link (associated URL) from the Fidelity ACD Agent main screen. In the case of automated outbound call campaigns, the agent is provided with an on-screen form for real time data collection. 3
2- START THE FIDELITY ACD AGENT PROGRAM Double click the ACD Agent icon on the desktop or select ACD Agent in the Fidelity programs group in the Start menu. The following screen appears. Enter your Personal Identification Number (provided by the supervisor), check, if desired, the Start outgoing calls module (Desktop) box, and press OK. The ACD Agent main screen appears and an icon in the PC s system tray, indicates that the application is running. If the Start outgoing calls module (Desktop) box was checked, the Fidelity Desktop main screen also appears, and the corresponding icon is activated in the PC s system tray. Usage of this optional module is explained in Section 4. 4
3- USING THE FIDELITY ACD AGENT PROGRAM 3.1 Registering Once the program is running, the system knows who you are and in which position you are seated. It is now necessary to register in the system in order for calls to be sent to this position automatically. Click the ACD log-in agent icon. The icon changes color and stays pressed down. You are now registered in the system and available to receive calls automatically. The ACD log-out agent icon is used to exit the system. It does not imply leaving the office, but means the agent will not receive calls automatically. The ACD break icon is used to start and end break periods. (See section 3.7) 3.2 Answering an Incoming Call When the system sends an incoming call, the ACD Agent screen shows: The caller s number or name, if it is registered in the database Call status. According to the phase of the call this box will display: tone, connected, on the line, dialing, hung up. The name of the group to which the call was assigned. According to the system configuration an agent may receive calls assigned to different groups. Enabled Answer/Hang up button Enabled Redirect button The call may be answered by clicking the Answer icon, or by pressing Enter with the Answer icon highlighted, or simply by picking up the phone. On answering, the icon switches to Hang up. For ease of use, the system may be setup to automatically answer a call after two seconds. Open the File menu, select Options and then Automatic answering. In order to redirect the call to another phone without answering it. Click the Redirect icon, and the following screen appears. 5
Select the desired extension number or press External telephone, enter the number and clic OK. The call will then be redirected. 3.3 Live Call Management Once a call has been answered some of the following buttons will be enabled: To end the phone call. A call may be transferred to another phone without previously consulting with the owner. Press the Blind transfer icon, and the following screen appears. Select the desired extensión number or press External telephone, enter the number and click OK. Query means putting the caller on hold while another number is called. To open a query call to another extension or to an external phone number, press the Query icon and select the extension or enter the phone number. Once a query call is established, there are three options: Press Transfer to complete the transfer. Press Conference to establish a conference call with the other callers. Press Recover to return to the original call. Press this icon to put a call on hold. The icon changes to display Recover. Press Recover to speak to the caller again. 6
A group may have an associated URL which allows the agent to check information, setup options, etc. The agent can open this web page, application or file at any time during a conversation, simply by clicking the asociated URL icon. For ease of use, it is possible to setup the system so that the application or file associated to the group opens automatically when a call enters the system. Open the File menu, select Options and then Automatic URL opening. This option enables real time communication with the supervisor by means of instant messaging, while attending a call. Click the Chat icon and a conversation window appears. Enter the desired text, for example I need more info about promotion dates and press the Send icon. The message instantaneously appears in the supervisor s screen, accompanied by an audio signal, and the supervisor s answer appears in the same chat screen on the agent s PC and is also accompanied by a beep (multimedia PCs only). The supervisor and agent are able to maintain a text conversation parallel to the telephone conversation, without interference. If the Record call icon is enabled the system allows the recording of phone conversations. To start recording click the Record call icon. While the call is being recorded, the icon changes to display Stop recording. 7
Press the button again to stop recording the call. 3.4 Automated Outbound Calls Depending on the groups to which an agent belongs, once registered in the system it is possible to receive inbound or outbound calls. When the system sends an outbound call, the campaign data collection form appears as well as the ACD Agent screen. Campaign data collection form When the form appears on screen, the call has either already been dialed (progressive dialing) or the agent must start it (preview dialing) by pressing the CALL icon. Once the call is under way, the ACD Agent screen telephony icons detailed in sections 3.2 and 3.3 are activated, with the two differences indicated below. This box displays the name of the campaign to which the call belongs. This box displays the dialed number. 8
3.5 Automated Outbound Call Form Management The form is divided into two parts, the Result field and the information fields. The possible results include a variety of results predefined by the system and the personalized results setup by the system administrator for this call campaign. If the call is answered, the agent is able to ask the series of questions established for this specific campaign and enter the information in the form. The read only fields are disabled (grey text) and may not be modified and in the Results field the agent selects the most appropriate option for each call. Once finished press OK to save the data. 9
3.6 Wrap-Up Time The wrap-up time is a short period of time defined by the system administrator to allow an agent time to carry out call related tasks after hanging up (for example sending a fax / e-mail, fill in more information,...). The wrap-time may be applied to both inbound and outbound calls. The wrap-up time may range from zero to several minutes according to configuration, and during that time the system will not automatically assign any calls to the agent. If the agent has been assigned a wrap-up time this may be seen in two different ways: After hanging up the call, the and switches to blue. icon is enabled The display shows the assigned wrap-up time and begins to count down. While the wrap-up time is counting down, the agent may press the time to cut it short and make him or herself available for new calls. icon at any Note: In the event of an outbound call using preview dialing, the agent may press the icon to cancel the task before the call is made, for example if the form is not displayed correctly on screen. 3.7 Breaks The Break icon is used to start and finish a break. On-break agents do not receive calls automatically. However, if necessary, the supervisor is able to force a call to an on-break agent. After clicking the Break icon there are 2 possibilities: a) The display below the icon shows the word Break and then begins counting the time elapsed while flashing. b) A screen displaying various break options appears. 10
Select the desired option and depending on the break type selected, a screen allowing a short comment to be made on the motives for the break may appear. If this screen appears enter the desired text and press OK. The word Break appears in the display, followed by the time established for that break, and immediately begins to count down. When the time reaches zero, the display color changes and the supervisor receives an audio and visual alarm in his/her PC. If the break is of unlimited time, the word Break appears in the display and then the counter starts counting the break duration. 3.8 Time Counter The time counter measures several different types of time. These types are distinguished by using different color schemes: With a live call the counter displays the call s duration. While an agent is on-break the counter displays the assigned time remaining or, for unlimited breaks, the time elapsed. If the assigned break time is exceded, the counter displays it as a negative time. When an agent is on wrap-up time the counter displays the wrap-up time remaining. When a call or a part of it is recorded, the counter displays the recording duration. When an agent is free and available to receive new calls, the counter displays the duration of the last call attended. 11
3.9 Call Queues Data If a call enters the system and all the agents of the destination group are busy, the caller is placed in a queue, listening to music on hold and customized messages, until an agent is free. This section of the agent screen shows real time information regarding the number of queued calls for each group the agent belongs to. Number of queued calls Group name Longest queued time When the Fidelity ACD Agent program is running, this icon (nine green squares) is also displayed in the PC s system tray, indicating that the application is working. This icon allows the agent to visualize in real time the current amount of queued calls for the groups to which the agent belongs. Each red box is a queued call for any of these groups. This information is available to the agent even if the Fidelity ACD Agent main screen is minimized. 12
4- USING THE FIDELITY DESKTOP MODULE The Fidelity Desktop module allows contact data (according to database records) to be popped onto the agent s screen for both inbound and outbound calls. It also provides the agent with a complete inbound and outbound call history. The Fidelity Desktop module is a complementary feature, not at all necessary for the correct operation of Fidelity ACD Agent. If desired, it may be used by checking the Start outgoing calls module (Desktop) box when starting up the Fidelity ACD Agent application. The Fidelity Desktop and the ACD Agent main screens appear separately...... and the ACD Agent and Fidelity Desktop icons both appear in the system tray. The Fidelity Desktop main screen may be closed leaving the application running, which is indicated by the blue telephone icon shown above. The application s main screen is reopened by double clicking this icon. Note: By default each time a call is made or received the contact record is opened automatically. Section 4.6 explains how to modify the configuration of this feature. 13
4.1 Call Log To check the call history, click the Calls icon in the left margin and the following screen appears displaying all calls for this extension during the last 2 days, and a calls tree (left margin) revealing four available options: missed calls, calls received, calls made and calls recorded. All options display the date and time of each call, the caller number (and name, if registered in the database), the called party name and number and the call duration. Missed Calls: Calls Received: Click the missed icon. The system displays all the missed calls during the last 7 days. Click the received icon. The call tree opens another level to allow the user to select the list of calls received from among the following periods: Today, Yesterday, Last 7 days, Last 30 days. Calls Made: Click the made icon. The call tree opens another level to allow the user to select the list of calls made from among the following periods: Today, Yesterday, Last 7 days, Last 30 days. By selecting the relevant call and pressing the right mouse button the user is able to: return the call, dial any of the phone numbers registered in the database for this contact, send an e-mail, view the contact information for this caller or delete the selected call. 14
4.1.1 Making a Call from the Call Log In all call lists it is possible to search for a call by clicking the relevant column and then introducing the data in the Search field. To make a call to any of the logged numbers, use any of the following options: 1- Double-click the Call. 2- Select the call, click the Dial icon, and select from the available phone numbers, or... 3-... open the Actions menu, click the Dial option and select from the available phone numbers. 4- Right click the mouse over the selected call, and select the Call back option from the pop-up menu. 5- Right click the mouse over the selected call, and click the Dial option in the pop-up menu, followed by the desired phone number from the list. 6- Select the call and open the contact record by clicking the Record icon, then click the icon to the left side of the relevant phone number. When two or more contacts share the same phone number, the record icon opens one of the contact records, and at the same time displays a list of the other Contacts, which the user may select if desired. It is also possible to call unregistered numbers. Enter the desired phone number in the field to the right of the Make call icon and click the icon. 15
4.2 Contacts Click the Contacts icon and the following screen appears displaying all Personal Contacts, a Contacts tree containing all the groups to which the agent belongs and the Company group. To view personal contacts, group contacts or company contacts click the relevant icon. VIP contacts are identified by the following icon. All users and groups are assigned a series of permissions in order to be able to select, delete, edit or add contacts. These permissions are granted and modified by the system administrator. 4.2.1 Locating a Contact A Search tool is available to locate the relevant contact. Click the column to be used for the search: e.g. Name, Surname, Company, Phone number, and type in the relevant name or number. The contact will appear selected in the list. Once the relevant contact is selected, the following icons may be used to call the contact, view the contact record, send an e- mail, or delete the selected contact. 4.2.2 Calling a Contact The easiest way to call a contact is to select it, right-click the mouse and click Dial in the pop-up menu, followed by the desired phone number. Alternatively, with the contact selected it is also possible to: 1- Click the Dial icon, and select from the available phone numbers. 2- Open the Actions menu, click the Dial option and select from the available phone numbers. 3- Open the contact record, and then click the icon to the left side of the relevant phone number. 16
4.3 Contact Record With a live call the contact record opens automatically on screen (according to system configuration). The contact record presents all the available information in the database for this contact. To access a specific contact record, select the desired contact in the extensions, calls or contacts list, and then click the Record icon or select the Contact record option in the Actions menu. In the case of the contacts list, it is also possible to open the contact record by double-clicking the desired contact. The following screen appears, displaying the contact name, company and position, the address and associated URL, as well as the available phone numbers and e-mail address. Field size Click to call Click to send e-mail Notes list Full text of selected note Each time this contact is called, or a call from this contact is received, an entry is created in the Notes list, whether text is added or not. 4.3.1 Register New Contact Click on the Contacts icon in the left-hand column of Fidelity Desktop s main screen, then click on the Record icon. The following screen appears. Enter the name, surname, company, position, known phone numbers, e-mail address and associated URL in the relevant fields. Select if the contact is to be a Personal, Group or Company contact. All Contacts data is stored in the same database however apart from Personal contacts and 17
Company contacts an agent may only access those groups of which he/she is a member. A Company Contact may be seen by all Fidelity Desktop users. Once all the data has been entered, press Save to register all the information in the database, followed by Exit to go back to the Fidelity Desktop main screen. In order to modify a contact s data select it from the list and open it clicking the Record icon. Make the relevant changes and press Save. 4.3.1.1 Contacts Sharing Phone Number Two or more contacts may share the same phone number. In this case, when this number is called, a list of the other Contacts is displayed in the call record and may be used to change the selection. The system displays the most recent Contact record, selecting firstly from Personal records, followed by Group records, and finally Company records 4.3.2 Call Notes Call notes may be made while speaking to the contact, after finishing a call or simply when required, whenever the contact record is open. Any inbound or outbound call to or from a contact registered in the database provokes a screen pop of the Contact record displaying a list of the call notes made. 18
To enter a new note, press the Call note tab in the Contact record screen. Importance level may be selected The following screen appears. Enter the desired data and press Save. The note now appears in the Notes list. Call notes made be viewed and added at any time simply by opening the relevant record, adding the note and clicking Save. Call notes are listed in chronological order and display the author (which may be different in the case of Company or Group contacts), an importance level and part of the text. Selecting a note reveals the full text in the field below. 4.3.3 Telephony Options The right-hand column of the contact record displays the totality of the telephony options. None of the telephony icons are enabled if the system is not handling any calls. As a call is made or received the relevant icons are enabled and disabled according to the call status, and both the icons on the Fidelity Desktop s or the ACD Agent s main screens may be used indiferently. Note: Use of these options is fully explained in Sections 3.2 and 3.3. 4.4 Messaging To send an e-mail to a contact. Select the contact or relevant logged call and use one of the following methods to activate your e-mail editor. 1- Right click the mouse and select Send e-mail. 19
2- Select E-mail from the Actions menu. 3- Press the E-mail icon on the toolbar. 4- Open the contact record and click the button. If the Contact record has a registered e-mail address this will appear automatically in the new message, and in certain circumstances the subject will also appear automatically, depending on the origin of the action. For example an e-mail generated from the Calls received Log contains the subject About our call on 31/02/2006 automatically. Further text may be added as desired. 4.5 Extension Data Select the option My Data from the Actions menu and the following screen appears with all fields disabled. Click the Edit button to enable the data fields. Modify or enter the desired information, and click Save. 4.6 Options The options menu allows the user to setup for which type of call the pop-up screen appears and when the pop-ups close. Click the Setup menu followed by Options. The following screen appears. 20
Softkeys: - Return = Answer: Check this box to pick up a call by pressing the Return/Enter key. - Escape = Exit: Check this box to be able to close Pop-ups by pressing the Escape key. - Record always: Check this box to record all calls. Pop-ups intrusion level: - Normal pop-up window: This option is selected by default. Check this option to view standard pop-ups (only outgoing calls) - Small pop-up window: Check this option to view small pop-up screens. - Inhibit pop-up window: Check this option to disable the pop-up screens. Close pop-up when call: - is missed: If selected, the system automatically closes the popup screen of unanswered incoming calls. - has finished: If selected, the system automatically closes the popup screen once the call has finished. Notify the following calls: - External calls: Check this box to view a pop-up screen for all external calls, inbound or outbound. - Internal calls: Check this box to view a pop-up screen for all internal calls, inbound or outbound. - Restricted numbers: N/A. Note: If there are many records open on screen at the same time, the option Close all subwindows in the Windows menu will close all records at the same time. 21
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