Alcatel-Lucent OmniTouch Contact Center Standard Edition Agent on Analog Set Phone Guide R10.0
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Chapter 1 General Overview... 1.1 Phone Set CC Functions... 1.1 Chapter 2 Set Log On Overview... 2.1 Log on without Identification (Fixed Agent)... 2.1 Ordinary Agent... 2.1 Self-Assignable Agent... 2.1 Log on with Identification (Mobile Agent)... 2.2 Chapter 3 Idle Set Functions overview... 3.1 Temporary Unavailability... 3.1 0-1
Manual Wrap-Up... 3.1 Supervisor Call... 3.1 Agent Welcome Guide... 3.2 Chapter 4 Set in End of Communication Overview... 4.1 Automatic Wrap-Up... 4.1 Pause between Calls... 4.1 Chapter 5 Set Log Off Chapter 6 Glossary Definitions... 6.1 Acronyms... 6.1 0-2
1.1 Overview This guide presents the OmniTouch Contact Center - Standard Edition features for Analog set. All the CC functions described in this guide apply an agent: - Logged on to the CC application - Present in an active group - With a CC phone set 1.2 Phone Set CC Functions CC Functions are accessible on the phone set by dialing an ACD prefix followed by a specific digit. CC functions are displayed in the following table: Functions Activation Use this function to: Unavailability Prefix ACD + 1 Unavailable for group (agent is still available to receive internal or external personal calls) Wrap-Up Prefix ACD + 2 Perform off-line tasks (agent is not available for new calls) Supervisor Prefix ACD + 3 Contact the supervisor Log off Prefix ACD + 5 Log out of system - leave group Log on Prefix ACD + 6 Log on to the system - join group Welcome guide Prefix ACD + 92 Manage welcome guide message 1-1
Chapter 1 1-2
2.1 Overview The Log on procedure will depend on the type of agent: - Fixed agent: agent who is associated to a specific set and can only log on to this set. - Mobile agent: agent who is not associated to a specific set and can log on to any set not associated to another agent. There are two ways that an agent can log on to the system: - Ordinary agent: agent who is automatically assigned to a group after logging on. - Self-assignable agent: agent who can select a group from a list after logging on. 2.2 Log on without Identification (Fixed Agent) 2.2.1 Ordinary Agent Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and associated with an agent number. Procedure: 1. Off-hook and dial ACD prefix followed by digit 6. 2. Enter your password. Note: This password request is required or not according to the system management. Results: Once the "Log on" procedure has been accepted, the results depend on the agent states: - Pre-assigned agent - Agent assigned and available in an open group - Agent assigned and unavailable for an open group - Agent assigned and available in a manually closed group - Agent assigned and unavailable in a manually closed group - Agent assigned and unavailable in an automatically closed group 2.2.2 Self-Assignable Agent Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and associated with an agent number. Procedure: 1. Off-hook and dial ACD prefix followed by digit 6. 2-1
Chapter 2 2. Enter your password. Note: This password request is required or not according to the system management. 3. Wait for the voice guide prompting you to enter the number of the group to which you want to be assigned. Results: Once the "Log on" procedure has been accepted, the results depend on the agent states: - Agent assigned and available in an open group - Agent assigned and unavailable for an open group - Agent assigned and available in a manually closed group - Agent assigned and unavailable for a manually closed group - Agent assigned and unavailable for an automatically closed group 2.3 Log on with Identification (Mobile Agent) Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and not associated with an agent number. Procedure: 1. Off-hook and dial ACD prefix followed by digit 6 2. Enter your identification number (agent directory number). 3. Enter your password. Note: This password request is required or not according to the system management. Results: Once the "Log on" procedure has been accepted, the results are the same as for the "Log on without identification (see Log on without Identification (Fixed Agent) ). 2-2
3.1 Functions overview Functions Unavailability Wrap-Up Supervisor Use this function to: Perform a temporary unavailability for group (agent is still available to receive internal or external personal calls) Perform off-line tasks (agent is not available for new calls) Call supervisor directly Welcome guide Access welcome guide message management Log Off Log out of system - leave group 3.2 Temporary Unavailability Role: This function makes you unavailable temporarily from the group. Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between calls" state. Procedure: 1. Off-hook and dial ACD prefix followed by digit 1. Note: In addition, if prompted by a voice guide, you must also indicate the type of temporary unavailability taken into account at statistics level. There are 9 different unavailability types. 2. Enter a digit (1 to 9) corresponding to the type of unavailability that you want your set to assume. Results: A voice guide informs you whether the operation has been taken into account or not. To exit from the "Unavailable" state and return to the previous state, off-hook and dial ACD prefix followed by digit 1. 3.3 Manual Wrap-Up Role: This function lets you carry out non telephone operations without being available for any other type of call. Prerequisites: This function is accessible if your set is in "Idle" or "Pause between calls" states. Procedure: Off-hook and dial ACD prefix followed by digit 2. To exit from the "Wrap-Up" state and come back to the previous state, off-hook and dial ACD prefix followed by digit 2 or wait for the end of the "Wrap-Up" timer. 3.4 Supervisor Call Role: This function is used to call the supervisor. 3-1
Chapter 3 Prerequisites: This function is accessible if your set is in "Idle", "WrapUp" or "Pause between calls" states. Procedure: Off-hook and dial ACD prefix followed by digit 3. Results: - If no supervisor is present, the system rejects the call and a voice guide informs you that this operation is not authorized. - If the supervisor is busy, a voice guide is played and indicates any authorized applications with their associated suffix. Functions Call on speaker Call back Queue Use this function to: Speak on the loudspeaker of the called set Prompt the supervisor to call you back Inform you the calls waiting in the group - If the supervisor is in idle state, the supervisor set is rung. 3.5 Agent Welcome Guide Role: This function allows you to program an agent welcome guide on your set. This guide will be broadcast to external CC callers when your set is off hooked. Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between calls" states. Procedure: Off-hook and dial ACD prefix followed by digit 92. Results: Wait for broadcast of the welcome guide, then hang up. Note 1: A voice guide is transmitted if no agent welcome guide has been configured for your set. To deactivate welcome guide broadcast on your set, off-hook and dial ACD prefix followed by digit 92. A voice guide informs you if this operation has been successful or not. Note 2: A voice guide is transmitted if no agent welcome guide has been configured for your set. 3-2
4.1 Overview At the end of communication and depending on system management, your set may first change to "Wrap-Up" phase and then to "Pause between calls" phase. 4.2 Automatic Wrap-Up Role: At the end of a communication, the set returns to the automatic "Wrap-Up" state. This phase is used to carry out non telephone operation. During this period, your set is not available to receive any type of call. To exit from the "Wrap-Up" phase, dial ACD prefix followed by digit 2 or wait for the corresponding time-out. The set changes to "Pause between calls" state. 4.3 Pause between Calls Role: This phase starts as soon as the "Wrap-Up" phase is terminated. The "Pause between calls" phase lets you deal with personal (local and external) calls. To re-activate the "Wrap-Up" phase, off-hook and dial ACD prefix followed by digit 2 (see: module Agent on Analog Set - Idle Set - Manual Wrap-Up ). 4-1
Chapter 4 4-2
Role: This function lets you disconnect from the calls distribution system. Prerequisites: A pre-assigned or assigned agent can log off the set when the set is in an "Idle", "Wrap-Up" or "Pause" state. Procedure: 1. Off-hook and dial ACD prefix followed by digit 5. 2. On system prompt, enter your password. Result: Once the "Logoff" procedure has been accepted, the set returns to the business position. Note: Depending on system configuration, the agent may not be allowed to disconnect the set if he is the last assigned agent in the group. 5-1
Chapter 5 5-2
6.1 Definitions - Log On: connection to calls distribution system. - Log Off: disconnection from calls distribution system. - Ordinary agent: agent who cannot choose his group during the Log On. He is associated to a specific set and can only log on to this set. - Mobile agent: agent who can choose his group during the Log On. He is not associated to a specific set and can log on to any sets not associated to another agent. - Self-assignable agent: agent who can log on to any available group. - Wrap-Up: this is the period at the end of the communication, during which the set will not be called. This period can be extended by the manual "Wrap-Up" operation. This period is additional to the pause between two calls. - Pre-assigned: set which can log on but which is not part of a calls distribution system group. - Pilot: call number of a calls distribution system, reached by correspondents calling the number. - Group: processing group where agents log in to process calls received from calls distribution system. - Unavailability: set which is unavailable for the group to which it belonged. When the set returns to the group, it is re-integrated in the same place that it occupied before unavailability. - Business state: agent set state as regards the "Business" facilities, namely whether the set is forwarded, padlocked, etc. - Private state: state of the agent "Private" set as regards the "Business" facilities, namely whether the "Private" set is forwarded, padlocked, etc. 6.2 Acronyms - ACD: Automatic Call Distribution (generic acronym for Contact Center Distribution). - CC: Contact Center. - OTCC: OmniTouch Contact Center. 6-1
Chapter 6 6-2