297-2183-945 Nortel Contact Center Agent Desktop User Guide Product release 6.0 Standard 7.02 June 2009
Nortel Contact Center Agent Desktop User Guide Publication number: 297-2183-945 Product release: 6.0 Document release: Standard 7.02 Date: June 2009 Copyright 2006 2009 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Agent Desktop is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. This page and the following page are considered the title page, and contain Nortel and third-party trademarks. *Nortel, the Nortel logo, the Globemark, CallPilot, Contivity, DMS, DMS-10, DMS-100, DMS-200, DMS-250, DMS-300, DMS-500, DMS-MTX, DMS-STP, DPN, DPX, Dualmode, Helmsman, ICN, IVR, MAP, Meridian, Meridian 1, Meridian Mail, Meridian SL, Norstar, Optera, Optivity, Passport, Periphonics, SL, SL-1, Succession, Supernode, and Symposium are trademarks of Nortel Networks. ADOBE, ACROBAT, ADOBE ACROBAT, ACROBAT READER, FRAME, FRAMEMAKER, and POSTSCRIPT are trademarks of Adobe Systems Incorporated. ACTIVE DIRECTORY, INTERNET EXPLORER, MICROSOFT, MICROSOFT ACCESS, MS-DOS, POWERPOINT, WINDOWS, WINDOWS NT, and WINDOWS XP are trademarks of Microsoft Corporation.
Contents 1 Getting started 7 New in this release.............................................. 8 Overview..................................................... 12 About Contact Center Agent Desktop.............................. 14 Related documents............................................. 16 How to get help................................................ 17 About logging on and handling contacts in the Contact Center........... 19 2 Using the Contact Center Agent Desktop 23 Overview..................................................... 24 Using the CCAD for voice, outbound, and e-mail contacts.............. 25 Using the CCAD in a SIP-enabled contact center..................... 35 Changing your status........................................... 41 Working with contacts.......................................... 43 Working with customers......................................... 53 3 Handling telephony contacts 61 Overview..................................................... 62 Accepting a call............................................... 63 Accepting a SIP call............................................ 65 Handling telephone calls......................................... 66 Making a call................................................. 72 Handling an emergency......................................... 73 Observing calls................................................ 74 4 Working on outbound campaigns 77 Overview..................................................... 78 Using the outbound window...................................... 79 Viewing contact details and customer information.................... 81 Handling an outbound call....................................... 82 5 Working with scheduled callbacks 85 Overview..................................................... 86 Agent Desktop User Guide 5
Contents Standard 7.02 Scheduling a callback........................................... 87 Calling the customer............................................ 89 6 Handling e-mail messages 91 Overview..................................................... 92 Using the e-mail window........................................ 93 Verifying customer information................................... 95 Sending a reply................................................ 97 Transferring and reassigning contacts............................. 108 Creating an outgoing e-mail message.............................. 110 Printing contacts.............................................. 113 7 Using Web communications 115 Overview.................................................... 116 Accepting a Web communications contact.......................... 117 Using Text Chat.............................................. 119 Pushing Web pages to the customer............................... 125 Index 127 6 Contact Center Agent Desktop
Chapter 1 Getting started In this chapter New in this release 8 Overview 12 About Contact Center Agent Desktop 14 Related documents 16 How to get help 17 About logging on and handling contacts in the Contact Center 19 Agent Desktop User Guide 7
Getting started Standard 7.02 New in this release The following sections detail what is new in the Nortel Contact Center Agent Desktop User Guide (297-2183-945) for release 7.01. Features on page 8 Other changes on page 10 Features See the following sections for information about feature changes: New for Release 6.0 on page 8 SIP Contact Center on page 8 Web communications on page 9 Agent Desktop configuration on page 9 Hot Desking on page 9 Conversation indicator on page 9 Connection status indicator on page 10 Displaying timestamps on page 10 E-mailing chat logs on page 10 New for Release 6.0 Contact Center Agent Desktop contains new features for Release 6.0. For details on these new features, see New features for Contact Center Agent Desktop Release 6.0 on page 14. SIP Contact Center A SIP Contact Center supports inbound voice contacts, video, document sharing, instant messages, and buddy lists. SIP updates affect the following sections: Multimedia PC Client on page 21 Using the CCAD in a SIP-enabled contact center on page 35 Accepting a SIP call on page 65 8 Contact Center Agent Desktop
June 2009 Getting started Transferring a SIP call on page 68 Conferencing in another party on a SIP call on page 70 Web communications Using the Web communications feature, you can connect with a customer in real time, over the internet. The Web communications feature affects the following sections: Accepting a Web communications contact on page 117 Using Text Chat on page 119 Pushing Web pages to the customer on page 125 Agent Desktop configuration There are new Agent Desktop features that are configured using the Contact Center Multimedia Administrator. These features are documented in the following sections: Logging off the Agent Desktop application on page 32 Accepting a call on page 63 Accepting an outbound contact on page 79 Accepting an incoming contact on page 94 Accepting a Web communications contact on page 117 Hot Desking The Hot Desking feature allows an agent to sit at a different desk everyday and log on to the Contact Center Agent Desktop. Hot Desking affects the following sections: Hot Desking on page 29 Logging on to the Agent Desktop on page 29 Conversation indicator The Conversation indicator on the Text Chat window of the Contact Center Agent Desktop indicates what point you are at in the text chat session. The Conversation indicator is documented in the following section: Conversation indicator on page 121 Agent Desktop User Guide 9
Getting started Standard 7.02 Connection status indicator You can use the Connection status indicator to determine whether the customer is connected to the text chat session. The Connection status indicator is documented in the following section: Connection status indicator on page 122 Displaying timestamps While using the text chat feature, you can choose to display timestamps on each message. For more information about timestamps, see Displaying timestamps on page 122. E-mailing chat logs While using the text chat feature, you can choose to e-mail a copy of the text chat log to the customer. For more information, see E-mailing the chat log on page 123. Other changes See the following sections for information about changes that are not featurerelated: Activity Code updates on page 10 Opening a contact on page 11 Scheduling callbacks on page 11 Document update on page -11 Changing to ready or not ready status on page -11 Activity Code updates The procedure for entering activity codes has been updated. Activity Code updates affect the following sections: Changing to ready or not ready status on page 41 Entering an activity code on page 66 Making a call on page 72 10 Contact Center Agent Desktop
June 2009 Getting started Activity codes only appear in the Contact Center Agent Desktop if your contact center is working with a Communication Server 1000/Meridian1 switch. If you are working with a Communication Server 2x00/DMS switch, you cannot see the activity codes in Contact Center Agent Desktop. Opening a contact The procedure for opening a contact has changed. This change affects the following section: To open a contact on page 52 Scheduling callbacks Information about scheduling callbacks was enhanced and moved to a new chapter. For more information about scheduling callbacks, see Chapter Chapter 5, Working with scheduled callbacks. Document update This document is upissued to reflect changes made in chapter Using the Contact Center Agent Desktop. Changing to ready or not ready status This document is upissued to reflect for adding an attention in the section Changing to ready or not ready status on page -41. Agent Desktop User Guide 11
Getting started Standard 7.02 Overview Introduction Contact Center Agent Desktop is a client and server call center application that is fully integrated with the Contact Center Release 6.0 portfolio and assists call centers in managing multimedia contacts. Contact Center Agent Desktop expands call center capabilities to allow agents to receive, view, respond to, and track all types of inbound and outbound customer requests, whether by telephone or e-mail, through a unified Agent Desktop interface. Using Contact Center Release 6.0, you can interact with Session Initiated Protocol (SIP), where agents can handle voice and video calls with further enhancements such as sending files, sharing whiteboard, and sending Web pages. The Agent Desktop User Guide provides overview information about the Contact Center Agent Desktop, and detailed instructions for agents and supervisors about performing tasks. About this guide The Agent Desktop User Guide is available only in electronic portable document format (PDF) on the DVD that contains the Contact Center software. You can view this guide online using Adobe Acrobat Reader, or you can print the guide in whole or in part. Some of the features described in this guide may not be available to you, as a result of licensing restrictions. If a feature is not available to you, the corresponding icons do not appear on the interface. For information about using the Contact Center Agent Desktop interface, see Chapter Chapter 2, Using the Contact Center Agent Desktop. For information about handling voice contacts or contacts in a Session Initiated Protocol-enabled contact center, see Chapter Chapter 3, Handling telephony contacts. For information about handling outbound contacts, see Chapter Chapter 4, Working on outbound campaigns. 12 Contact Center Agent Desktop
June 2009 Getting started For information about handling e-mail messages, see Chapter Chapter 6, Handling e-mail messages. For information about handling Web communications contacts, see Chapter Chapter 7, Using Web communications. Online help Contact Center Agent Desktop includes online help for agents and supervisors. To access the online help, click the window for which you want to see help, and then click the help icon in the Contact Toolbar. Skills you need To use this guide and the Agent Desktop effectively, you must have experience with computers and the Internet. Agent Desktop User Guide 13
Getting started Standard 7.02 About Contact Center Agent Desktop Introduction Contact Center Agent Desktop is an evolution of the Symposium Web Center Portal Release 4.0 product and contains several components that enable agents to respond to customer contacts through a variety of media, including phone, outbound contacts, e-mail, and text chat. The Contact Center Agent Desktop provides automation for these responses to eliminate repetitive actions, such as typing a common response in an e-mail message. The Contact Center Agent Desktop also allows contact center supervisors to change the status of a contact or to reassign a contact to another agent. When used in a Session Initiated Protocol (SIP) contact center, voice and video contacts, instant messaging, and sharing files all provide customer interaction. Outbound contacts and e-mail messages are not used in a SIP-enabled contact center. New features for Contact Center Agent Desktop Release 6.0 Contact Center Multimedia Release 6.0 provides a number of new features and enhancements for agents and supervisors. Unified Agent Desktop interface A unified Agent Desktop interface is deployed using Microsoft.NET Smart technology and accessed by entering a URL address in Windows Explorer or Internet Explorer. The Agent Desktop interface provides a single interface for management of all contact channels, with context-sensitive presentation based on multimedia contact type. The Agent Desktop interface provides a set of features similar to the prior release, with an updated look and feel, enhanced security, an incorporated agent telephony toolbar, and outbound capability. 14 Contact Center Agent Desktop
June 2009 Getting started Telephony toolbar The Agent Desktop interface includes an integrated telephony toolbar, which provides agents with a user interface for call-related tasks, such as placing calls, transferring calls, and entering activity codes. For Release 6.0, computer-telephony integration is implemented using the Nortel Communication Control Toolkit (CCT), which pushes incoming contacts to the Agent Desktop. Outbound Contact Center Agent Desktop delivers fully integrated outbound capability with an Outbound Campaign Management Tool for the administrator to create outbound campaigns. Agents use the Agent Desktop to accept the outbound contact, view the customer details and agent script (if configured), and handle the outbound contact. Outbound contacts are available only on the Communication Server 1000/ Meridian 1 switch. SIP The Session Initiated Protocol (SIP) support provides new channels of communication and collaboration to the customer with integrated voice, video, instant messaging, and application sharing that deliver secure services enhanced with personal touches. Agent Desktop User Guide 15
Getting started Standard 7.02 Related documents The following guides are available on the Contact Center portfolio DVD or on the Nortel Web site (www.nortel.com). For information about Refer to NTP number Installation, upgrades, migration, and maintenance Administering contact centers Supervising contact centers Prerequisites and functionality of the Multimedia PC Client Contact Center Multimedia Installation and Maintenance Guide Communication Control Toolkit Installation and Maintenance Guide Contact Center Manager Administrator s Guide Contact Center Manager Supervisor s Guide MCS 5100 Multimedia PC Client User Guide 297-2183-929 297-2183-946 297-2183-927 297-2183-928 NN42020-102 16 Contact Center Agent Desktop
June 2009 Getting started How to get help This section explains how to get help for Nortel products and services. Finding the latest updates on the Nortel Web site The content of this documentation was current at the time the product was released. To check for updates to the latest documentation and software for Contact Center 6.0, click one of the following links. Link to Latest software Latest documentation Takes you directly to the Nortel page for Contact Center located at www.nortel.com/espl. the Nortel page for Contact Center documentation located at www.nortel.com/support. Getting help from the Nortel Web site The best way to get technical support for Nortel products is the Nortel Technical Support Web site: www.nortel.com/support This site provides quick access to software, documentation, bulletins, and tools to address issues with Nortel products. From this site, you can download software and related tools download technical documents, release notes, and product bulletins sign up for automatic notification of new software and documentation search the Technical Support Web site and Nortel Knowledge Base for answers to technical issues open and manage technical support cases Agent Desktop User Guide 17
Getting started Standard 7.02 Getting help over the phone from a Nortel Solutions Center If you do not find the information you require on the Nortel Technical Support Web site, and you have a Nortel support contract, you can also get help over the phone from a Nortel Solutions Center. In North America, call 1-800-4NORTEL (1-800-466-7835). Outside North America, go to the following Web site to obtain the phone number for your region: www.nortel.com/callus Getting help from a specialist by using an Express Routing Code You can use an Express Routing Code (ERC) to more quickly route your call to the appropriate support specialist. To locate the ERC for your product or service, go to www.nortel.com/erc Getting help through a Nortel distributor or reseller If you purchased a service contract for your Nortel product from a distributor or authorized reseller, you can contact the technical support staff for that distributor or reseller. 18 Contact Center Agent Desktop
June 2009 Getting started About logging on and handling contacts in the Contact Center Introduction There are four ways that agents can log on and handle contacts in the Contact Center, depending on the types of contacts that they are receiving. These methods are: use an Automatic Call Distribution (ACD) phoneset to log on and handle incoming voice calls use the Contact Center Agent Desktop to log on and handle voice contacts when Contact Center Agent Desktop is installed on a Nortel Communication Control Toolkit server use the Contact Center Agent Desktop to log on and handle voice contacts, outbound contacts (voice calls from the contact center to customers), e-mail messages, or text chat sessions when Agent Desktop is installed on a Nortel Contact Center Multimedia server use the Contact Center Agent Desktop along with the Nortel Networks Multimedia PC Client to handle voice, video, instant messaging, and file sharing in a SIP-enabled contact center ACD phoneset You can use the ACD phoneset to handle voice calls. See the ACD agent telephone user guide and the phoneset documentation for your current phoneset on Helmsman (www.nortel.com/helmsman). ATTENTION ACD phonesets or Class of Service are not supported in a SIPenabled environment. Agent Desktop User Guide 19
Getting started Standard 7.02 Contact Center Agent Desktop The Contact Center Agent Desktop is used by the agents in a contact center to handle the contacts and interact with customers in a single window. It uses Microsoft.NET Framework technology, which means that the agent accesses the application by entering a URL address in Windows Explorer or Internet Explorer, rather than starting the application from each desktop. The Contact Center Agent Desktop is used to handle voice contacts, outbound contacts, e- mail messages, text messages, and Web communications. The Contact Center Agent Desktop can be run together with the Agent Desktop Display application, which shows current statistics for the agent who is handling contacts. Information about the functionality of the Contact Center Agent Desktop can be found in this guide. Prerequisites for using the Contact Center Agent Desktop To run the Contact Center Agent Desktop on a client machine, the client machine must meet the following requirements: Windows 2000 Professional with service pack 4 or Windows XP Professional with service pack 2 Microsoft.NET Framework 1.1 with Service Pack 1 You must copy and install dotnetfx.exe and NDP1.1sp1-KB867460-X86.exe from the Contact Center DVD to install the software. For more information, see the Contact Center Multimedia Installation and Maintenance Guide. CCMM_Security_Policy.msi The current security file must be applied. For more information, see the Contact Center Multimedia Installation and Maintenance Guide. Internet Explorer 5.5 or later 20 Contact Center Agent Desktop
June 2009 Getting started Multimedia PC Client In a SIP-enabled contact center, the Contact Center Agent Desktop (or another CCT application) is also used for managing telephone calls. In addition to the Contact Center Agent Desktop, the Multimedia PC Client is used to perform the enhanced telephone features such as instant messaging, sharing files, and video functionality. Both applications must be running to handle these contacts. Information about the prerequisites and functionality of the Multimedia PC Client can be found in the MCS 5100 Multimedia PC Client User Guide found on Helmsman (www.nortel.com/helmsman). Agent Desktop User Guide 21
Getting started Standard 7.02 22 Contact Center Agent Desktop
Chapter 2 Using the Contact Center Agent Desktop In this chapter Overview 24 Using the CCAD for voice, outbound, and e-mail contacts 25 Using the CCAD in a SIP-enabled contact center 35 Changing your status 41 Working with contacts 43 Working with customers 54 Agent Desktop User Guide 23
Using the Contact Center Agent Desktop Standard 7.02 Overview The Contact Center Agent Desktop is used to handle voice contacts, or voice, outbound, and e-mail messages, depending on the installation and licenses. It can also be used with the Multimedia PC Client in a SIP-enabled contact center. This chapter describes the functionality of the Contact Center Agent Desktop used in the following situations: to handle voice contacts when Contact Center Agent Desktop is installed on a Nortel Communication Control Toolkit server to handle voice contacts, outbound contacts (voice calls from the contact center to customers), e-mail messages, or Web communications contacts when Agent Desktop is installed on a Nortel Contact Center Multimedia server to work along with the Nortel Networks Multimedia PC Client, in a SIPbased contact center, to handle voice, video, instant messaging, and application sharing. 24 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Using the CCAD for voice, outbound, and e-mail contacts Introduction The Contact Center Agent Desktop is made up of two components: telephony toolbar multimedia toolbar The multimedia toolbar is enabled only for the agents who have multimedia licensing through the Contact Center Multimedia server. If the multimedia toolbar is not displayed, click bottom corner of the telephony toolbar. (toggle button) in the left The Contact Center Agent Desktop also provides a status indicator and a contact timer. Telephony functions of the Contact Center Agent Desktop The telephony toolbar contains buttons used to access functions that are similar to the buttons on your telephone: Accept Accept the new contact. Release/Reject If you are currently on a call, click Release to end the call. When a contact is offered to the agent, the Reject button is displayed. Originate Make a call. Hold/UnHold Place a call on Hold. Click UnHold to release the call from Hold. Transfer Transfer a call to a specific agent. Agent Desktop User Guide 25
Using the Contact Center Agent Desktop Standard 7.02 Conference Conference a specific agent into the current call. Ready/Not Ready Change your state from Ready to Not Ready or from Not Ready to Ready. Logged In/Logged Out Log on to the Agent Desktop. If you are already logged on, you can log off. Call list View a list of the calls you are currently working on. Activity Code Enter an activity code to indicate the type of call you are performing. For example, you might have an activity code for sales. Your supervisor or administrator provides the activity codes. The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center. DTMF Add digits in response to interactive voice requests. Emergency Immediately connect with your supervisor in case of an emergency. Supervisor Conference your supervisor into your current call. Observe Supervisors can listen in to a call between an agent and a customer. The DTMF, Emergency, Supervisor, and Observe functions are hidden by default. Click the blue arrow in the top right corner to expand the toolbar and access these functions. 26 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Multimedia functions of the Contact Center Agent Desktop The multimedia toolbar contains buttons used for creating other contact types, such as outbound and e-mail: Customer Details Review and edit the information about a customer. Customer Search Search for customers in the Multimedia database. Contact Search Search for contacts in the Multimedia database. Schedule Callback Create a future outbound call to a customer. Customer E-mail Create an outgoing e-mail message to a new or existing customer. User Settings Configure user settings such as the default location for e-mail attachments, the default location for user templates, the spelling dictionary, the agent signatures, and password changes. Help Get help for the last window you clicked. The multimedia window is used to view details of the agent s current multimedia contact and edit details of the current contact. Agent Desktop User Guide 27
Using the Contact Center Agent Desktop Standard 7.02 Multimedia toolbar Activity log Customer information Telephony toolbar Current contact details Contact timer Status indicator Starting the Agent Desktop To start the Agent Desktop, type an HTTP address (URL) in Windows Explorer or Internet Explorer. Your system administrator can provide you with the URL, which you can add to your personal favorites to quickly access the application. Your system administrator can provide a shortcut to the URL on your desktop. You can also create a shortcut to the URL by highlighting the item in your Favorites list, right-clicking, and selecting Send to > Desktop (create shortcut). 28 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Hot Desking The Hot Desking feature lets you launch and log on to the Contact Center Agent Desktop on any desktop PC in the contact center. In a standard Windows environment with Hot Desking enabled, when you start the Contact Center Agent Desktop, you are automatically mapped to the relevant terminal and address without user intervention. If you are working in a Citrix environment and Hot Desking is enabled, you are presented with a dialog box asking you to enter your workstation name. Logging on to the Agent Desktop After the application is started, you can log on. When you log on, you are available to handle all media types for which you are licensed (for example, voice, outbound, e-mail or Web communications contacts). If you are assigned to a skillset for a particular media, you can receive and create contacts in that media. To log on 1 Start the application. In Windows Explorer or Internet Explorer, type http://<servername>/agentdesktop/ccad.exe, where <servername> is the name of the server where the Agent Desktop application is installed. Your system administrator can provide the correct server name. Tip: If you or your system administrator creates a shortcut on your desktop, you can start the application by clicking the Agent Desktop icon. Result: The Agent Desktop telephony toolbar appears. 2 Click Logged Out. Result: The result depends on which type of agent you are: a. If you are an agent who handles e-mail messages or outbound calls, the Enter Login Details window appears. Agent Desktop User Guide 29
Using the Contact Center Agent Desktop Standard 7.02 Your logon ID is displayed in the ID box, based on the Communication Control Toolkit implementation for your contact center. In the Password box, type your current password. Initially, for multimedia agents, your password is the same as your Agent Logon ID. You must change your password using the steps outlined in Changing your password on page 33. Result: The system verifies your password and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. b. If you do not handle outbound or e-mail contacts, you are not presented with a login prompt. Your logon ID is completed based on the Communication Control Toolkit implementation for your contact center. Result: The system verifies your logon ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. When you log on, your status is automatically set to Not Ready. For more information, see Changing your status on page 41. To log on in a Citrix environment Follow this procedure to log on to the Contact Center Agent Desktop if you are working in a Citrix environment with Hot Desking enabled. 30 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop 1 Start the application. In Windows Explorer or Internet Explorer, type http://<servername>/agentdesktop/ccad.exe, where <servername> is the name of the server where the Agent Desktop application is installed. Result: The HotDeskingLogin dialog box appears. 2 Enter your workstation name, and then click OK. Result: The Agent Desktop telephony toolbar appears. ATTENTION If you click Cancel on the HotDeskingLogin dialog box, the Contact Center Agent Desktop session does not close. When you click Cancel, the Contact Center Agent Desktop continues to launch. To close the session, you must close the Agent Desktop telephony toolbar. 3 Click Logged Out. Result: The result depends on which type of agent you are: a. If you are an agent who handles e-mail messages or outbound calls, the Enter Login Details window appears. Agent Desktop User Guide 31
Using the Contact Center Agent Desktop Standard 7.02 Your logon ID is displayed in the ID box, based on the Communication Control Toolkit implementation for your contact center. In the Password box, type your current password. Initially, for multimedia agents, your password is the same as your Agent Logon ID. You must change your password using the steps outlined in Changing your password on page 33. Result: The system verifies your logon ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. b. If you do not handle outbound or e-mail contacts, you are not presented with a login prompt. Your logon ID is completed based on the Communication Control Toolkit implementation for your contact center. Result: The system verifies your logon ID and logs you on to the Agent Desktop application. The Logged Out button changes to Logged In. Logging off the Agent Desktop application This section describes how to log off of the Agent Desktop interface. Depending on the configuration of your contact center, when you log off the Agent Desktop, your phoneset can be set to idle or busy. If your phoneset is set to idle, you can still receive incoming calls on your DN key. If your phoneset is set to busy, you cannot receive any calls. This option is configured by an administrator in Contact Center Multimedia. For more information, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide. To log off On the Telephony toolbar, click Logged In. Result: The Logged In button changes to Logged Out. The system ends your current session by logging you off of Contact Center Agent Desktop. After you log off, the Agent Desktop interface closes and you do not receive any more contacts. 32 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop If you attempt to log off while you have an active contact, the system displays a message to advise you. You must close any open contacts before closing the application. Changing your password If you are an agent who handles multimedia contacts, you must change your password. The default password is the same as your Agent Logon ID. If you forget your password, contact your administrator who can reset your password on the Contact Center Multimedia server. To change your password 1 If the multimedia component is not already displayed, click under the Accept button on the telephony toolbar to display it. 2 Click User Settings on the Multimedia toolbar. 3 Select Change Password. 4 In the Current Password box, type your current password. Agent Desktop User Guide 33
Using the Contact Center Agent Desktop Standard 7.02 5 In the New Password box, type your new password. Your new password cannot be the same as your Agent Logon ID. 6 In the Confirm Password box, retype your new password. 7 Click Save. 34 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Using the CCAD in a SIP-enabled contact center Introduction Read this section only if you are working in a SIP-enabled contact center. Functions of the Contact Center Agent Desktop The telephony toolbar contains buttons used to access functions that are similar to the buttons on your telephone: Accept Accept the new contact. Release/Reject If you are currently on a call, click Release to end the call. When a contact is offered to the agent, the Reject button is displayed. Originate Make a call. Hold/UnHold Place a call on Hold. Click UnHold to release the call from Hold. Transfer Transfer a call to a specific agent. Conference Conference a specific agent into the current call. Ready/Not Ready Change your state from Ready to Not Ready or from Not Ready to Ready. Logged In/Logged Out Log on to the Agent Desktop. If you are already logged on, you can log off. Call list View a list of the calls you are currently working on. Agent Desktop User Guide 35
Using the Contact Center Agent Desktop Standard 7.02 Activity Code Enter an activity code to indicate the type of call you are performing. For example, you might have an activity code for sales calls. Your supervisor or administrator provides the activity codes. The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center. DTMF Add digits in response to interactive voice requests. Emergency Immediately connect with your supervisor in an emergency. Supervisor Conference your supervisor into your current call. Observe Supervisors can listen in to a call between agent and a customer. The DTMF, Emergency, Supervisor, and Observe functions are hidden by default. Click the blue arrow in the top right corner to expand the toolbar and access these functions. Although you can perform actions, such as placing a customer on hold, on your phoneset, Nortel recommends that you use the Agent Desktop toolbar to carry out all telephony actions in a SIP-enabled contact center. Functions on the Multimedia PC Client The Multimedia PC Client toolbar contains buttons used for creating video, performing instant messaging functions, and sharing information with customers. For more information about the Multimedia PC Client, see the MCS 5100 Multimedia PC Client User Guide found on Helmsman (www.nortel.com/helmsman). Make a Call Start an audio or video phone call. Instant Message Send and receive text notes among one or more recipients, even while you are engaged on an active call. 36 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Directory Manage, track, and access information about all of your key contacts. Call Logs See a listing of incoming and outgoing calls. Friends Online Show the connection status of your friends. Preferences Change your program preferences. Send File Send a file to another user. Sharing Initiate application sharing with another user. Routes Connect to your Personal Agent to specify your routing rules. Personal Agent Connect to your Personal Agent to change your settings. Chat Join or create a chat room to begin chatting. End video Stops video. However, the voice call can still remain active. Start video Adds video to the call. Starting the Multimedia PC Client The Nortel Networks Multimedia PC Client is installed and configured on your machine by your system administrator. For more information about the Nortel Networks PC client, see the MCS 5100 Multimedia PC Client User Guide found on Helmsman (www.nortel.com/helmsman). Agent Desktop User Guide 37
Using the Contact Center Agent Desktop Standard 7.02 Your administrator can place an icon on the desktop for starting the Multimedia PC Client. 38 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop To start the Multimedia PC Client On the Windows Start menu of your client machine, click All Programs > Nortel > Nortel Networks PC Client. Result: The Converged Multimedia PC Client window appears. To ensure the MCS Multimedia PC Client properly reports you as available or on the phone, you must ensure the Report when on the phone check box is selected. To enable Report when on the phone 1 Click Preferences. 2 In the Category box, click Preferences. 3 Select the Report when on the phone check box. 4 Click OK. Agent Desktop User Guide 39
Using the Contact Center Agent Desktop Standard 7.02 Starting the Contact Center Agent Desktop Use the same process defined in Starting the Agent Desktop on page 28 to start the Contact Center Agent Desktop. If your userid is configured on the Communication Control Toolkit server, the Agent Desktop toolbar appears. If you are not configured on the Communication Control Toolkit server, you must enter your user credentials in the User Credentials dialog box. 40 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Changing your status Introduction When you first log on, your status is set to Not Ready by default. Use the Agent Desktop application to set your status to Ready or Not Ready at any time. A color-coded bar on the toolbar indicates your current status as follows: Red logged off, logged on but set to Not Ready Yellow logged on but idle Green on an active (inbound/outbound) contact. The bar changes to green when a contact is presented to the Agent Desktop. Orange active contact on hold Changing to ready or not ready status When your status is set to Ready, you are available to create or receive contacts (inbound calls, outbound calls, or e-mail) depending on your assigned skillsets. When your status is set to Not Ready, you remain logged on and can initiate new contacts or open existing contacts, but you cannot receive new contacts. You can only handle one contact at any one time. If you are currently handling a contact, you cannot create a new contact. When you set your status to Not Ready, you must select a Not Ready Reason Code, if one is configured, to indicate your reason for changing your status to Not Ready. Agent Desktop User Guide 41
Using the Contact Center Agent Desktop Standard 7.02 ATTENTION When CCAD agents are using another application and inadvertently activate the Agent Desktop, the agent status can be toggled by using the Enter and Spacebar keys. For example, an agent clicked on the Not Ready key and is working on another application. If the agent then inadvertently activates the Agent Desktop window and during their typing presses the Enter or Space Bar keys, the status changes to Ready. This may cause the agent to be unexpectedly presented with a contact. To change to ready status To change your status to Ready, click Not Ready. Result: The system places you in ready status. The Not Ready button changes to Ready. You are now ready to accept contacts. To change to not ready status 1 Click Ready. Result: The system places you in not ready status. The Ready button changes to Not Ready. 2 If the administrator has configured that you must enter a reason code, then you must type a reason code in the Activity Code box, and then press the Enter key. 42 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Working with contacts Introduction You can only work on one routed contact at a time. When you are working on a routed contact, you cannot be assigned another contact until the current contact is completed or the contact is transferred to another person. Viewing the current contact The routed contact is displayed in the list view on the Agent Desktop Telephony toolbar. The three columns provide the information about the contact: Type The type of contact: Outbound, E-mail, or Voice contact, or Dialed Number call (an outgoing call from your computer). Local The state of the contact on your machine: Ringing, Active, Held, Held for transfer (TransferInitiated), or Held for conference (ConferenceInitiated). Remote The state of the contact on the remote machine, or the other end of the connection: Alerting, Established, Failed, or Conference. When you are assigned a contact, it appears in the list view. When you make a Dialed Number (DN) call, such as dialing an outbound voice call, the information about the dialed call is also displayed in this view. Agent Desktop User Guide 43
Using the Contact Center Agent Desktop Standard 7.02 Understanding the status of a contact ATTENTION The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. A contact has one of the following statuses: New Contact is in the queue and will be routed to the next available agent. If a contact was postponed, the status also appears as New. Open An agent (who could be you) is working on the contact. Waiting Contact is waiting to be queued into the contact center (outbound contacts only). Closed Contact is complete. Changing the status of the contact If you fulfill a voice call, the contact status changes from Open to Closed when the call is completed. For more information, see Ending a call on page 71 for inbound voice calls. In a Multimedia-enabled contact center, you close an outbound contact by completing the call. For more information, see Ending the call on page 84. In a Multimedia-enabled contact center, when an e-mail message is complete, you must close it. For more information about closing an e-mail message, see Closing the e-mail contact on page 105. If you are working on an e-mail message, you can also forward the message to a person outside of the contact center or postpone work on the message to handle a more urgent issue. For more information about forwarding or postponing work on an e-mail message, see Postponing work on a contact on page 106. If you are a supervisor, you can close multiple e-mail contacts. To close multiple e-mail contacts, perform the following steps. 44 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop 1 Search for a list of the e-mail contacts you want to close. 2 Select the contacts you want to close by pressing the ALT or SHIFT key while you click contacts in the search results. Selected contacts are highlighted in blue. a. Right-click a highlighted contact, and then click Close All. Result: The Close Contact Details window appears. Agent Desktop User Guide 45
Using the Contact Center Agent Desktop Standard 7.02 b. Complete the reason for closing the contacts. c. Add a note to describe the reason that you are closing the contacts. (optional) d. Click Close. Searching for multimedia contacts ATTENTION The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. In the operation of the Contact Center Agent Desktop as an application to handle e-mail and outbound contacts, you can search for existing contacts to review. If the multimedia component is not already displayed, click under the Accept button on the telephony toolbar to display it. You can be in either Ready or Not Ready status when searching for a contact. You can search for any e-mail, outbound, or Web communications contact recorded in the multimedia database using the following criteria: Skillset (is, is not) Status (is, is not) Subject (contains, begins with, ends with) Closed Reason (is, is not) 46 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Type (is, is not) Disposition code (is, is not) Mail To (contains, begins with, ends with) Mail From (contains, begins with, ends with) Arrival Date (before, on, after) ID (less than, equal to, greater than) You can use one or more search criteria to define the contacts you want to review. Each criteria limits the previous selection. For example, to find all e-mail contacts, you can create a search of the contacts based on the type. You can refine the search by adding a second search criterion, locating only the closed e-mail contacts. Agent Desktop User Guide 47
Using the Contact Center Agent Desktop Standard 7.02 To search for a contact 1 Click Contact Search in the multimedia toolbar. Result: The Contact Search window appears. 2 In the first column, select the contact property by which you want to search (for example, ID, subject, or status). 3 In the second column, select the restriction for the search (for example, is or is not). Tip: The search restriction depends on the contact property selected from the first column. 4 In the third column, type the text, number, or date that you want to find. The contact search is not case-sensitive). 5 Add as many search criteria rows as you require. Each additional search criteria narrows the search field. 48 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop 6 Click Search. Result: The Search Results appear. Tip: You can sort the search results by clicking the column heading for the field by which you want to sort. Agent Desktop User Guide 49
Using the Contact Center Agent Desktop Standard 7.02 7 Double-click to select the contact you want to review. Result: The Contact Details window appears. The Contact Details window contains information about the customer, the contact, and notes that agents have added to the contact record. 8 View or open the contact (see Viewing and opening a contact on page 51), or print the results of your search (see Printing search results on page 57). You can only open e-mail contacts. 50 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Viewing and opening a contact ATTENTION The remaining sections in this chapter refer only to the operation of the multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. In the operation of the Contact Center Agent Desktop as an application to handle e-mail and outbound contacts, you can view a multimedia contact to see what information is available. You can also open an e-mail contact. You can only open an e-mail contact when your status is set to Not Ready and if no other agent is working on it. An icon in the first column of the History tab shows the status of the contact. Icon Description The contact is new and in the queue waiting to be routed to an agent. The new contacts are usually from the customer, but they could also be contact transfers or scheduled callbacks. The contact is open, and this agent is working on it. Actions in the righthand side of the Agent Desktop window are recorded for the contact. The contact is closed. The contact is open. To view a contact 1 Use the search tool described in Searching for multimedia contacts on page 46, to find a contact. 2 Right-click, and then click Read Only Contact to view the contact details and the customer details. Result: The information in the contact details and customer details are read-only. You cannot change any of the information in the window. Agent Desktop User Guide 51
Using the Contact Center Agent Desktop Standard 7.02 To open a contact ATTENTION This procedure applies to all e-mail contacts and outbound contacts in a New state post CCMM_6.0_SUS_0602. 1 Use the search tool described in Searching for multimedia contacts on page 46, to find a contact. 2 If the Contact History tab shows Take Ownership, another agent currently owns this customer. For more information about preferred agents for customers, see Assigning a preferred agent on page 60. 3 Ensure that your status is set to Not Ready. 4 Right-click, and then click Pull Contact. Result: If the Pull Contact item is not available, another agent currently has the contact open and you can only view it. If the contact is currently closed, a dialog box appears asking if you want to open it. 5 Click Yes to open the contact. Result: The Agent Desktop automatically changes your status to Ready and answers the pulled contact. In the historical contact list, the opened contact is indicated with a pin icon. The length of time that a contact stays open on the agent s desktop is controlled by the maximum open duration setting. The maximum open duration setting is configured in the Agent Desktop Configuration option of the Multimedia Administrator. When the maximum open duration time is reached, the following message appears. 52 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop To continue working on the contact, click Continue. Agent Desktop User Guide 53
Using the Contact Center Agent Desktop Standard 7.02 Working with customers Introduction ATTENTION The remaining sections in this chapter refer only to the operation of the Multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. In the operation of the Contact Center Agent Desktop as an application to handle e-mail and outbound contacts, each contact is a communication, through telephone or e-mail with a customer. Contact Center Agent Desktop has a database that contains customer contact information such as the address, telephone number, or e-mail address. You can use the Agent Desktop interface to communicate with customers: by telephone, when a customer calls the contact center by telephone, when your contact center is participating in an outbound campaign by e-mail, when a customer sends an e-mail to the contact center by text chat, when a customer requests a text chat session from a web page by creating a callback to schedule a call to a customer by creating an e-mail to send information to a customer by making a call to a customer Finding a current customer You can look up customer information for a contact. To search for a customer record in the database, use one or more of the following criteria: First Name Last Name Preferred Agent 54 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Address Phone Number E-mail Address You can use one or more search criteria to define the customers you want to find. Each criteria limits the previous selection. To find a customer 1 In the multimedia toolbar, click Customer Search. Result: The Customer Search window appears. 2 In the first column, select the contact property by which you want to search (for example, first name, last name, e-mail address). 3 In the second column, select the restriction for the search (for example, begins with, contains, or ends with). Tip: The search restriction depends on the contact property selected from the first column. 4 In the third column, type the text, number, or date that you want to find. Agent Desktop User Guide 55
Using the Contact Center Agent Desktop Standard 7.02 5 Click the plus sign (+) to add additional search criteria. Click the minus sign (-) to remove search criteria. Add as many search criteria rows as you require. Each additional search criteria narrows the search field. 6 Click Search. Result: The Search Results appear. Tip: You can sort the search results by clicking the column heading for the field by which you want to sort. 7 Click the contact you want to view. Result: The Customer Search results appear. 56 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop Printing search results You can print the search results displayed in the Customer Details window. You must ensure that you resize the window to show the information you want to print. To print search results 1 Resize the details window to show the information you want to print. You can drag the pane size to the right and down to view more information. 2 Click the printer icon ( ). 3 Select the correct printer settings. Creating a new customer ATTENTION The remaining sections in this chapter refer only to the operation of the Multimedia-enabled contact center where agents work with e-mail and outbound contacts. If you are using the SIP-based contact center, continue with Chapter Chapter 3, Handling telephony contacts. If the multimedia database does not contain information about a customer, you can create a customer record. When you create a customer record, the record contains only required information, such as the customer surname and either an e-mail address or a telephone number, to make the customer record valid. You can add other information to the customer record. For more information about adding information to customer records, see Adding information to a customer record on page 58. When you create a customer, you automatically take ownership of the customer. To create a new customer record 1 Click Customer Details. 2 If a customer is loaded in the customer details window, click Clear View to clear the fields. Agent Desktop User Guide 57
Using the Contact Center Agent Desktop Standard 7.02 3 Click Create Customer. Result: The Create Customer window appears. 4 In the Title box, select the title (Mr., Mrs., or Ms) for the customer. 5 In the Last Name box, type the surname of the customer. You must complete this field. 6 In the First Name box, type the chosen name for the customer. 7 In the Email Address box, type the e-mail address for the customer. 8 In the Phone Type box, select the type of phone number (for example, home or business). 9 In the remaining telephone number boxes, type the international code, the area code, and the number. Tip: You must type a number in the number box if you do not specify an e-mail message for this customer. 10 Select Default if the number is the default number for outbound calls. 11 Select Barred to bar this number from any outgoing call lists. When this box is checked, you can e-mail the customer but cannot call them. 12 Click Save. Adding information to a customer record You can type information about the customer into the text boxes in the Create Customer window, or you can copy the text from a current contact. In addition to the customer name, e-mail address, and telephone number, you can add 58 Contact Center Agent Desktop
June 2009 Using the Contact Center Agent Desktop a mailing address multiple e-mail addresses multiple telephone numbers other customer fields, if defined by the administrator, such as the age group for the customer or the customer s birth date You can configure more than one e-mail address for a customer. If you create more than one e-mail address, you must select a default address. The default address is used when you send a contact to the customer; however, you can change the address for an individual contact. The details for the customer record appear on the Details tab. Agent Desktop User Guide 59
Using the Contact Center Agent Desktop Standard 7.02 Assigning a preferred agent The preferred agent is the agent who handled the first contact by a single customer. If you are the preferred agent for a particular customer, the multimedia contacts from this customer route to you. If another agent reviews the contacts, the other agent can take ownership of the customer s contacts. To take the role of a preferred agent On the Historical Contacts tab, click Take Ownership. 60 Contact Center Agent Desktop
Chapter 3 Handling telephony contacts In this chapter Overview 62 Accepting a call 63 Accepting a SIP call 65 Handling telephone calls 66 Making a call 72 Handling an emergency 73 Observing calls 74 Agent Desktop User Guide 61
Handling telephony contacts Standard 7.02 Overview This chapter describes how to handle incoming telephone calls from customers in Contact Center Agent Desktop. You can use the Contact Center Agent Desktop to perform the following telephone tasks: Accept incoming contacts. Enter an activity code. Place a call on hold. Transfer a call to another party. Conference a call. End a call. Call a supervisor. Handle an emergency. Make a call. Although you can use your phoneset to perform certain functions, Nortel recommends that you use the Agent Desktop toolbar to perform all telephony functions, such as logging on or off, changing your ready status, accepting or rejecting a call, placing a customer on hold, transferring a customer, calling a supervisor, and releasing a call. Do not perform any of the preceding telephony tasks by using a mixture of steps performed on your phoneset and the telephony toolbar. For example, do not place a call on hold using your phoneset and then retrieve the call by clicking Unhold on the toolbar. 62 Contact Center Agent Desktop
June 2009 Handling telephony contacts Accepting a call Introduction You can use the telephony toolbar in the Agent Desktop interface to accept and work with telephone calls. To receive the incoming calls, you must be in Ready status and you must have a skillset designated for handling telephone calls. The Agent Desktop appears as follows when a call is assigned to an agent: If you are assigned to a multimedia skillset, you can click on the telephony toolbar to search for, create, and update contact and customer details. The Agent Desktop can be configured to give visual and audible alerts when a contact is presented. These features are configured by an administrator, using the Contact Center Multimedia Administrator. Audible Alert The Agent Desktop emits a beep. Bring to Front The Agent Desktop comes to the front of the desktop to cover all current windows. Give Focus The Agent Desktop window is given focus so that all actions in other windows are stopped. For information about enabling or disabling these features, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide. Accepting or declining an incoming contact When you accept an incoming contact, you are connected to it. The relevant telephony toolbar icons become active and the call timer is displayed in the status bar. If your administrator has configured your call center to run in Force Call mode, you must handle all contacts presented to you. Agent Desktop User Guide 63
Handling telephony contacts Standard 7.02 To accept an incoming contact Click Accept. To decline an incoming contact Click Reject. Result: The contact is placed back in queue and queued to another agent. Your status is set to Not Ready. You cannot receive new incoming contacts until you change your status to Ready. 64 Contact Center Agent Desktop
June 2009 Handling telephony contacts Accepting a SIP call As an agent in the SIP-enabled contact center, accept the call using the Agent Desktop application. When you click Accept, the Multimedia PC client shows that a call is in progress. You can also reject the call. If you reject the call, you are placed into Not Ready status. While the call is in progress, the call duration is tracked on the Agent Desktop and on the Multimedia PC client. Agent Desktop User Guide 65
Handling telephony contacts Standard 7.02 Handling telephone calls Entering an activity code You can use the telephony toolbar to enter one or more activity codes during your calls. Activity codes provide a method to track the time agents spend on various types of calls. For example, you can use an activity code to track sales calls. You can enter that activity code in the Agent Desktop during sales-related calls. Your supervisor or system administrator provides the activity codes. The Activity Code box may not appear on the telephony toolbar based on the configuration of your contact center. To enter an activity code 1 On the telephony toolbar, in the Activity Code box, type the code for your call. 2 Press the Enter key to submit the activity code. Placing a call on hold You can interrupt your current call by placing the call on hold. The following procedures describe how to place a call on hold and then how to release the call from hold to speak to the caller again. The Hold button flashes orange when a call is on hold. To place a call on hold On the telephony toolbar, click Hold. Result: The call is placed on hold, the status bar color changes to orange, and Hold changes to Unhold and starts flashing. To release a call on hold Click Unhold to release the call from hold. Result: The call is taken off hold, the status bar color changes to green to indicate you are on an active call, and Unhold changes to Hold. 66 Contact Center Agent Desktop
June 2009 Handling telephony contacts Transferring a call You can transfer a call to another agent in your contact center. You can choose to perform a supervised transfer or a blind transfer. In a supervised transfer, the call is placed on hold, and you speak to the third party before completing the transfer. In a blind transfer, you simply transfer the call without speaking to the third party. To transfer a call 1 On the telephony toolbar, click Transfer. Result: The Transfer window appears. The Blind Transfer option is selected by default. 2 Select the Blind Transfer or Supervised Transfer option. 3 In the Number to transfer box, type the number to which you want to transfer the call. If you select Supervised Transfer, the active call is placed on hold and a call is placed to the third party. While you speak with the third party, the Transfer and Hold buttons both flash to indicate that you have a customer on hold and must complete the transfer. 4 Click OK. Result: The call is transferred to the third party and is dropped from your telephone. The call timer stops and the status bar color changes to yellow indicating that you are available to take another call. Agent Desktop User Guide 67
Handling telephony contacts Standard 7.02 Transferring a SIP call To transfer a call in a SIP-enabled contact center, perform the steps outlined in To transfer a call on page 67. However, if a file transfer took place between you and the customer before you transferred the call, you need to perform an additional step to ensure that any subsequent file transfers are sent to the correct destination. After you complete the transfer, you must close the PC client session window, which is shown in the following diagram. If you do not close the PC client session window after you transfer the call and the customer sends another file, you receive the file instead of the agent who is now handling the call. 68 Contact Center Agent Desktop
June 2009 Handling telephony contacts Conferencing in another party In a conference, you can speak to your customer, as well as another agent or a supervisor from the contact center. To conference in another agent 1 On the telephony toolbar, click Conference. Result: The Conference window appears and the customer is automatically put on hold. 2 In the Number box, type the number of the party you want to conference into the call. 3 Click OK to begin the conference. Result: You can now speak with the new party before starting the conference. 4 Click Conference again to set up the conference with the customer and the other agent. To conference in a supervisor 1 On the telephony toolbar, click Supervisor. Result: Your supervisor is brought into the call and the customer is automatically put on hold. You can speak to your supervisor before the conference begins. 2 Click Supervisor again. Result: You, your supervisor, and the customer are conferenced into the call. Agent Desktop User Guide 69
Handling telephony contacts Standard 7.02 Conferencing in another party on a SIP call To conference in another party on a SIP call where file transfers are not necessary, perform the steps outlined in To conference in another agent on page 69 or To conference in a supervisor on page 69. If a file transfer occurs between you and the customer before you conference in another agent (or supervisor), and you need to send a file to the agent (or supervisor), you must know the identifier (number) of the target agent. Perform the following steps to send a file to another agent on a conference call: 1 On the Multimedia PC Client, select Tools > Send File. Result: The Send File dialog box appears. 2 In the Send File to box, enter the identifier of the target agent. 3 Click Select File to browse to the file you want to send. 70 Contact Center Agent Desktop
June 2009 Handling telephony contacts 4 Click Open to initiate the file transfer. Ending a call If you were in Ready status before the call, you automatically return to Ready when you terminate the call. If you require time to perform call wrap-up tasks before you accept another call, change your status to Not Ready and enter a Not Ready Reason Code in the Code field of the telephony toolbar. For more information, see Changing your status on page 41. The Activity Code box for typing the Not Ready Reason Code may not appear on the telephony toolbar based on the configuration of your contact center. To end a call On the telephony toolbar, click Release. Result: The call is terminated. Calling your supervisor You can call your supervisor while you are not currently handling a call. To call a supervisor when you are on a call, see To conference in a supervisor on page 69. To call a supervisor On the telephony toolbar, click Supervisor. Result: You are connected to your supervisor. Agent Desktop User Guide 71
Handling telephony contacts Standard 7.02 Making a call You can use the Contact Center Agent Desktop to make a call. Example You were working with a customer who asked for information that was not available yesterday. Today, the information is available, and you want to call the customer back. ATTENTION In a SIP contact center, you should use the Contact Center Agent Desktop to make the call. To make a call 1 On the telephony toolbar, click Originate. Result: The Enter Destination dialog box appears. By default, the telephone number from the customer s record appears in the Number box. 2 Click OK to dial the default number, or type a new number and then click Call. Result: The call is dialed. 3 Click Release when you complete the call. 4 If required by your supervisor, enter an activity code in the Activity Code box, and then press the Enter key. Using DTMF digits If, during a call, you must navigate through a call center menu, or dial numbers for accessing voice messages, you can use the DTMF feature. The DTMF feature is launched by hovering your pointer over the arrow on the right of the telephony toolbar. A small keypad with the numbers 0-9, * and # appears. Use this keypad to enter the numbers. 72 Contact Center Agent Desktop
June 2009 Handling telephony contacts Handling an emergency If you require immediate assistance while handling a call, you can summon the help from your Supervisor in the call center. Example You are talking to a customer who suddenly threatens you. You believe that you need a supervisor on the call immediately. The caller is not put on hold when the supervisor is conferenced in an emergency. To use the Emergency key On the telephony toolbar, click Emergency. Result: A supervisor is conferenced into your call. Agent Desktop User Guide 73
Handling telephony contacts Standard 7.02 Observing calls Introduction In a SIP-enabled contact center, a supervisor or agent-supervisor can use the observe and barge-in functions to listen in on a call. The supervisor or agentsupervisor can listen to a call, but cannot be heard during the call while observing the call. The supervisor or agent-supervisor can participate in a call between the agent and the customer when using the barge-in feature. The supervisor or agent-supervisor actions do not affect the normal connect and disconnect actions of the agent and customer conversation. An agent-supervisor has the capability to both handle calls and be a supervisor to other agents. Observing a call While an agent is on a call, a supervisor or an agent-supervisor can perform the following steps to observe the agent s call. Only one supervisor at a time can observe a call, and the supervisor can only observe one call at a time. 1 Log on to the Contact Center Agent Desktop. For information about logging on to the Contact Center Agent Desktop, see Starting the Agent Desktop on page 28. 2 Click the blue arrow on the right to expand the toolbar. 74 Contact Center Agent Desktop
June 2009 Handling telephony contacts 3 Click Observe. Result: The Supervisor Control dialog box appears on the screen in addition to the Contact Center Agent Desktop toolbar. Tip: In the Assigned Agents box, the indicates the agents assigned to this are ready to receive calls, and the indicates the agents are not ready to receive calls. 4 Under Current Agent Contacts, select the call that you want to observe. 5 In the Supervisor Control, click Observe. Result: A new call is presented in the Supervisor s Agent Desktop. This call is not a contact center call, so the agent does not have to be ready. The call connects the Supervisor or Agent-Supervisor to the selected Agent call. Agent Desktop User Guide 75
Handling telephony contacts Standard 7.02 6 Accept the call ringing on your Agent Desktop. Result: You can now observe the agent call. The agent or customer on the contact center call cannot hear the supervisor joining or leaving the call. Any action performed by the supervisor s observe function does not affect the original call. Ending your observation Click Release to release the call you are observing. The agent or customer on the contact center call cannot hear the supervisor joining or leaving the call. Any action performed by the supervisor s observe function does not affect the original call. Barging in on a call If you observe a call that needs supervisor attention, you can barge in on the call that you are currently observing. In the Supervisor Control, click Barge-In. Result: The agent and customer on the contact center call can hear the supervisor. Any action the supervisor performs, such as leave the call, does not affect the original call. 76 Contact Center Agent Desktop
Chapter 4 Working on outbound campaigns In this chapter Overview 78 Using the outbound window 79 Viewing contact details and customer information 81 Handling an outbound call 82 Agent Desktop User Guide 77
Working on outbound campaigns Standard 7.02 Overview This chapter describes how to perform the tasks for handling outbound calls and callbacks if you are licensed for them. Outbound campaigns are created by the campaign administrator. When a campaign is running, the system pushes outbound contacts to your desktop in the same way that it presents voice or multimedia contacts. When you accept an outbound contact, you are actively working on a call. When you accept an outbound contact, the Agent Desktop displays the customer information for the contact, along with any other information related to the campaign. Some campaigns include a script for you to follow during the call. If the campaign administrator selected manual agent dial, you can call the customer after you review the customer and campaign information. If the campaign administrator selected autodial, the system automatically places the call for you after a predetermined number of seconds. You use the Agent Desktop interface to perform the following tasks when handling an outbound call: Accept the incoming contact. Review and update customer information. Follow a script. Assign a disposition code. You can also use the Agent Desktop to create a callback. Note: The tasks discussed in this chapter are not applicable to a SIP-enabled contact center or when the Communication Server 2x00/DMS switch is used. 78 Contact Center Agent Desktop
June 2009 Working on outbound campaigns Using the outbound window Introduction You can use the Agent Desktop interface to accept and handle outbound campaigns, one call at a time. To receive the contacts, you must be in Ready status and you must have the skillset for handling outbound contacts. The Agent Desktop appears as follows when a contact is assigned to an agent. Accepting an outbound contact When you accept an incoming contact, you are connected to the customer. The Agent Desktop expands to show the contact and customer details and the call timer is displayed in the status bar. The Agent Desktop can be configured to give visual and audible alerts when a contact is presented. These features are configured by an administrator, using the Contact Center Multimedia Administrator. Audible Alert The Agent Desktop emits a beep. Bring to Front The Agent Desktop comes to the front of the desktop to cover all current windows. Give Focus The Agent Desktop window is given focus so that all actions in other windows are stopped. For information about enabling or disabling these features, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide. To accept an incoming contact, click Accept. To decline an incoming contact, click Reject. Agent Desktop User Guide 79
Working on outbound campaigns Standard 7.02 Upon your acceptance of an outbound contact, the Agent Desktop application displays the customer details and the defined script for your call, and the call is dialed according to the settings in the outbound campaign. Your outbound administrator can configure the outbound calls to be made immediately after you accept a call, specify a number of seconds before the call is placed, or configure the agent to make the call. To make the call, click Originate. For more information about making a call, see Making a call on page 72. 80 Contact Center Agent Desktop
June 2009 Working on outbound campaigns Viewing contact details and customer information Introduction For multimedia and outbound contacts, the left side of the window shows the customer details, history about the recent contacts with this customer, and miscellaneous information such as the customer ID. The Details tab shows the current customer information. Based on the content of the contact, you can change or add information to the customer record. The History tab shows the history of previous contacts. You can view all interactions with the contact center. You can also view any notes from the agents who previously handled the contacts. The CI Details tab shows the customer ID, the registration date of the customer record, the logon page, and a customer password, if applicable, for logging on to Web pages. Agent Desktop User Guide 81
Working on outbound campaigns Standard 7.02 Handling an outbound call Introduction After you accept or open an outbound contact, you can call the customer and complete the following tasks: Verify customer information. After you successfully place the call, confirm that you have reached the correct customer by reviewing the contact information on the screen with the customer. Follow the script or complete the questionnaire, if applicable. Complete the call and assign a disposition code, schedule a callback if required, enter any applicable notes, and save the call results. Placing an outbound call After you accept or open an outbound contact, you can review the customer details and outbound contact script. The Administrator can specify whether the calls are automatically made, or if you have some time to review the call information before you call the customer for each outbound campaign. Your outbound administrator can configure the outbound calls to be made immediately after you accept a call, or specify a number of seconds before the call is placed. If you do not need to dial the customer number, proceed to step 3. To place an outbound call 1 On the telephony toolbar, click Originate. Result: The Enter Destination window appears. By default the telephone number from the customer s record appears. 2 Click OK to dial the default number. 3 Do one of the following tasks: If you can speak with the customer, proceed to Reviewing the script on page 83. 82 Contact Center Agent Desktop
June 2009 Working on outbound campaigns If you cannot speak with the customer, proceed to Recording the result on page 84 to update the contact with the appropriate disposition code, reschedule the call, and add any notes you have made. Verify the customer information. You can update the customer contact fields if required. For more information about viewing customer information, see Verifying customer information on page 95. Reviewing the script The content of your script depends on the campaign. The script can contain an introduction, conclusion, and a number of questions or suggested phrases. As you progress through the script with the customer, you can record your answers or comments directly on the Script Questions tab. If the campaign administrator did not assign an agent script to the outbound campaign, the Script Questions tab does not appear. To use the script 1 Click the Script Questions tab. 2 Read the introduction to the customer. 3 For each question in the script, read the script to the customer. 4 Record the customer s response using one of the three methods defined on the Script Questions tab: In a drop-down list, select an option. Depending on the outbound campaign, you can read the options to your customer to select the appropriate response. Select an option. Type the customer s comments in a text box. Result: The customer s responses are saved automatically. 5 Disconnect from the call by clicking Release. Agent Desktop User Guide 83
Working on outbound campaigns Standard 7.02 Recording the result At the end of an outbound call, you must select a disposition code to record the status of the call. The campaign administrator defines disposition codes to be used for each campaign. The disposition codes can be different in every campaign. Some disposition codes indicate that the call was completed (for example, Not Interested or Sale Made), while other disposition codes indicate the call was not completed (for example, No Answer or Number Busy). To record the result 1 Click the Disposition codes tab. 2 Select the disposition code that most accurately reflects the result of your call. If the call was not completed, or the customer has requested a callback, you can schedule a callback. Ending the call When you have called the customer, verified the customer details, answered all of the questions in the script, and recorded a disposition code, the outbound call is complete. If the call was not completed, or the customer has requested a callback, you can schedule a callback. For more information about scheduling a callback, see To schedule a callback on page 87. To close the contact Click Finish. Result: If you close the contact, the script questions are saved in the multimedia database. The script questions and answers are saved in the multimedia database if the disposition code selected is configured to save the script questions. Contact your supervisor or administrator for more information about which disposition codes to select. 84 Contact Center Agent Desktop
Chapter 5 Working with scheduled callbacks In this chapter Overview 86 Scheduling a callback 87 Calling the customer 89 Agent Desktop User Guide 85
Working with scheduled callbacks Standard 7.02 Overview Both customers and agents can create scheduled callbacks. If your contact center is licensed for Web communications, a customer can request a call from an agent through a Customer Interface Web site. From the Web site, the customer can specify the reason they are requesting the callback, as well as a date and time for the call. An agent can schedule a callback to a customer using the Schedule Callback button on the Multimedia toolbar. The Schedule Callback feature is only available if your contact center is licensed for outbound contacts. However, a scheduled callback is not associated with an outbound campaign. At the specified date and time, the Contact Center Agent Desktop presents the contact to an agent with the appropriate skillsets. To perform a callback, an agent must be assigned a skillset to handle outbound contacts. 86 Contact Center Agent Desktop
June 2009 Working with scheduled callbacks Scheduling a callback If you make a call from your desktop, and the customer is not available, you can schedule a callback to make another call to the same customer. You can also schedule a callback in response to a request from a customer through e-mail, or telephone call. To schedule a callback If the telephony toolbar is open, click (Toggle) to open the multimedia toolbar and open the Schedule Callback dialog box. You can schedule a callback only if you are not working on another contact. 1 On the Multimedia toolbar, click Schedule Callback. Result: The Schedule Callback window appears. Agent Desktop User Guide 87
Working with scheduled callbacks Standard 7.02 2 In the Skillset box, select a skillset from the list to direct the contact to the most appropriate agent skills. 3 Select an agent for the call. Select either an active agent, or choose a specific agent from a list of all agents. 4 In the Subject box, type a subject for the callback. 5 In the Time box, select the time to perform the callback. 6 In the Date box, select the date to perform the callback. 7 In the Reason box, type any additional information about the contact or the customer. Only agents and supervisors can view the information in the Reason box. 8 Click Send. Result: The scheduled callback is entered into the database, ready to be routed when the selected date and time occurs. 88 Contact Center Agent Desktop
June 2009 Working with scheduled callbacks Calling the customer A scheduled callback outbound contact is different than an outbound campaign contact. With an outbound campaign contact, your administrator can configure the call to be automatically dialed when you accept the contact. A scheduled callback cannot be configured to be dialed automatically. You must place the call manually after you review the contact information. A scheduled callback outbound contact is not pegged against an outbound campaign. You must be assigned an outbound skillset to call the customer. To call the customer 1 When the contact is presented to your desktop, click Accept. 2 On the telephony toolbar, click Originate. Result: The Enter Destination dialog box appears. By default, the telephone number from the customer s record appears in the Number box. 3 Click OK to dial the default number. 4 When you complete the call, click Release. 5 If required by your supervisor, enter an activity code in the Activity Code box, and then press the Enter key. Agent Desktop User Guide 89
Working with scheduled callbacks Standard 7.02 90 Contact Center Agent Desktop
Chapter 6 Handling e-mail messages In this chapter Overview 92 Using the e-mail window 93 Verifying customer information 95 Sending a reply 97 Transferring and reassigning contacts 108 Creating an outgoing e-mail message 110 Printing contacts 113 Agent Desktop User Guide 91
Handling e-mail messages Standard 7.02 Overview When you are reviewing multimedia contacts, you can reply to the customer using e-mail. Use the Agent Desktop to perform the following tasks when handling an e-mail message: Accept the incoming contact. Review and update customer information. Send a reply. Add an attachment. Insert a template or auto signature. Forward an e-mail message. Finish an e-mail message. You can also use the Agent Desktop to create an e-mail message. This chapter describes how to perform the tasks for handling e-mail messages. Note: The tasks discussed in this chapter are not applicable to a SIP-enabled contact center. 92 Contact Center Agent Desktop
June 2009 Handling e-mail messages Using the e-mail window Introduction You can use the Agent Desktop interface to accept and handle e-mail messages. To receive the incoming calls, your status must be set to Ready and you must have the assigned skillset for handling e-mail messages. The Agent Desktop appears as follows when a contact is assigned to an agent. Agent Desktop User Guide 93
Handling e-mail messages Standard 7.02 Accepting an incoming contact The Agent Desktop be configured to give visual and audible alerts when a contact is presented. These features are configured by an administrator, using the Contact Center Multimedia Administrator. Audible Alert The Agent Desktop emits a beep. Bring to Front The Agent Desktop comes to the front of the desktop to cover all current windows. Give Focus The Agent Desktop window is given focus so that all actions in other windows are stopped. For information about enabling or disabling these features, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide. When you accept an incoming contact, the customer details are displayed. The Agent Desktop expands to show the contact and customer details and the call timer is displayed in the status bar. To accept an incoming contact, click Accept. To decline an incoming contact, click Reject. Result: The telephony toolbar icons become inactive, except for the Originate button. You can use the Originate button to place a call to a customer. If you want to place a call to the customer, see Making a call on page 72. 94 Contact Center Agent Desktop
June 2009 Handling e-mail messages Verifying customer information Introduction For multimedia contacts, the left side of the window shows the customer details, history about the recent contacts with this customer, and other information. If a customer has more than 31 historical contacts, the Contact Center Agent Desktop cannot display all of the contacts at one time. If you accept a contact, or choose to read a contact, a maximum of 15 contacts appear before your selection and a maximum of 15 contacts appear after your selection on the History tab. You can use the navigation arrow buttons to scroll through the contacts that appear in the customer history: View first page of contacts View previous page of contacts View next page of contacts View last page of contacts A page shows a maximum of 31 contacts. The status bar indicates the contacts you are viewing and the total number of contacts in the history list. Agent Desktop User Guide 95
Handling e-mail messages Standard 7.02 The history tab also shows the action types in the customer history: Reply Contact rescheduled E-mail to customer Transfer You can use the Action pane to determine the previous interaction with the customer, including auto responses sent and the contact of previous e-mail messages. 96 Contact Center Agent Desktop
June 2009 Handling e-mail messages Sending a reply Introduction When a customer sends an e-mail to the contact center, you can use a reply to answer the customer request. You can use several features in the Agent Desktop interface to create your e-mail response in HTML or plain text: the address book one or more response templates an autosignature an attached file the spelling checker This section describes the process to reply to an e-mail message and describes these features. You can also add a comment to an e-mail message in the Agent Note box for reference for later communications with the customer. The customer does not see the content of the Agent Note box. You can use the following buttons to format the e-mail text. Apply bold font to selected text Apply italics to selected text Underline selected text Increase the size of the font for selected text Decrease the size of the font for selected text Agent Desktop User Guide 97
Handling e-mail messages Standard 7.02 Align text to the left side of the e-mail Center text in the e-mail Align text to the right side of the e-mail Insert an autosignature Insert a template Check spelling E-mail messages can be in HTML or in plain text. You can format an e-mail message in HTML using boldfaced and underlined text. Plain text e-mail messages cannot contain formatting. Replying to an e-mail message Create a response to a customer in the same format as the original request. Ensure your e-mail response includes text, and can include attachments. Also, ensure you check the address, format, and spelling in your response. 98 Contact Center Agent Desktop
June 2009 Handling e-mail messages To reply to an e-mail 1 After reviewing the customer contact, click Reply. Result: The E-mail Response window opens and automatically populates the To field with the same e-mail address from which the message was sent. 2 To add other e-mail addresses from the corporate address book or multimedia database, click To, Cc, or Bcc. For more information, see Addressing the e-mail message on page 100. 3 In the Subject box, the subject of the reply is already displayed. You can edit the subject of the reply. 4 Add text to the reply using one or both of the following methods: Type the message text. Add a template response. For information about creating template responses, see Creating and using e-mail templates on page 102. 5 To add an attachment to the e-mail response, click Attach. For more information about adding attachments, see Adding attachments on page 103. Agent Desktop User Guide 99
Handling e-mail messages Standard 7.02 6 In the Agent Note box, type any additional information about the contact or the customer. Only agents and supervisors can view the information in the Agent Note box. 7 To perform a spell check, click (Check Spelling). For more information about the spell-check feature, see Using the spell-check feature on page 104. 8 To change the font size of any paragraph, select the paragraph and click to increase the font size, or click to decrease the font size. 9 Click Send. Result: The e-mail response is sent to the customer and any other addresses you select. 10 Close the contact. If required, select a close reason for closing the contact. Addressing the e-mail message When you use e-mail to reply to a customer or transfer a contact, you can use the address book to search for a recipient s e-mail address in the corporate address book or in the customer database. You can search for addresses to add to the To, carbon copy (Cc), or blind carbon copy (Bcc) fields of your e-mail message. The address book can contain information from an external directory, a local directory, or a customer database. 100 Contact Center Agent Desktop
June 2009 Handling e-mail messages To use the address book 1 In the e-mail window, click To, Cc, or Bcc. 2 In the Search for records from box, select the database in which you want to look. Result: The address book opens and displays a list of entries from the database in the left pane, sorted in alphabetical order by last name. 3 Type a name in the search field in the following format: last name, first name. (The search field is not case-sensitive.) Result: The list scrolls to the appropriate name or the closest match. 4 Select a name, and then click To, Cc, or Bcc to add the name to the appropriate recipient list. 5 To display more details about a name that appears in the address book, select the name, and then click Properties. Result: A pop-up window appears showing the display name, e-mail address, and telephone number of the selected person. 6 Click Close to close the Properties window and return to the address book. 7 When you have selected all required recipients, click OK. Result: The address book closes, and the e-mail addresses are added to the appropriate fields in your message. Agent Desktop User Guide 101
Handling e-mail messages Standard 7.02 To remove a name from the recipient list Select the name, and then press Delete on your keyboard. Result: You can remove a name from your recipient list, but you cannot remove a name from the address book or multimedia database. Creating and using e-mail templates Templates are predefined messages or complete responses to typical customer queries. You can create and store your own templates in a personal template response folder. You can then use one or more templates in your e-mail responses. You can define the e-mail template folder on your machine. To define your default template folder 1 On the Agent Desktop Multimedia toolbar, click User Settings. 2 In the Default Template Location box, type the path to the folder where the templates are located. Click Change to change the current location of the folder. 3 Click Save. To create a template response 1 Create the response message in a text editor, such as Notepad. 2 Click Save As. Save the file with a.txt extension. 3 Navigate to the folder where you want to store the template response file. 4 Save the file using a descriptive name (for example, WarrantyURL.txt). Tip: The template file must have a.txt extension. To use a template response 1 In the e-mail window, click (Insert Template). 2 Navigate to the folder where your template response is stored. Tip: If you have defined a template folder in the user settings, the folder automatically opens. 102 Contact Center Agent Desktop
June 2009 Handling e-mail messages 3 Select the template file, and then click Open. Result: The text from the template appears in the e-mail body box. 4 If necessary, edit the text in the body of the e-mail message. Adding attachments You can add one or more file attachments to any e-mail message that you send to a customer. You can add a file from the Shared Files folder that your administrator creates, or you can navigate to any other directory, folder, or sub-folder on your computer and attach a file from there. You must save file attachments with UTF-8 encoding. You can define the attachment folder on your machine. To define your default attachment folder 1 On the Agent Desktop Multimedia toolbar, click User Settings. 2 In the Default Attachment Location box, type the path to the folder where the attachments are located, or click Change to change the current location of the folder. 3 Click Save. To add an attachment 1 Click Attach. Result: By default, the system points to the Default attachment folder. If you want to add a file from a different location, navigate to the appropriate directory. 2 Locate and select the file that you want to attach. 3 Click Open. Agent Desktop User Guide 103
Handling e-mail messages Standard 7.02 Deleting attachments 1 Click Remove. 2 Select the attachment you want to delete. 3 Click OK. Viewing e-mail attachments From the Contact Details window, you can view any associated files that are attached to a contact. You can view files that a customer attached, as well as any files that you, or another agent, attached to the e-mail message. To view e-mail attachments 1 View the Contact Details History. 2 Double-click Attachments. Result: The attachment opens in another browser window. Some Internet browsers do not support some formats of attachments. Using the spell-check feature The Agent Desktop interface provides a spell-check feature. Use the spell-check feature to locate spelling errors in your e-mail message. You can also enable or disable the automatic spelling checker and you can select a preferred spelling checker dictionary language. Use the User Settings window to select the default spelling dictionary. 104 Contact Center Agent Desktop
June 2009 Handling e-mail messages You can specify a spelling dictionary for a particular e-mail message. In the toolbar of the reply, select the new language from the drop-down list on the right-hand side. The spelling checker highlights any words in the e-mail subject and body that are considered incorrect and presents alternate suggestions, which you can accept or ignore. If you accept the change, the new spelling is inserted in the message to replace the original word. If you ignore the change, the original spelling remains. When there are no more misspelled words, the spelling checker closes automatically. ATTENTION The spelling checker does not check spelling in attachments. To use the spelling checker 1 When you finish typing your e-mail message, click the spelling checker icon ( ). 2 If the spelling checker displays a correction, do one of the following: Click Ignore to leave the original spelling of the word. Click Ignore All to leave the original spelling of all similar words. Click Add to add the selected word to the dictionary. Click Replace to replace the word with the suggested text. Click Replace All to add the word to the dictionary settings to ensure the spelling checker recognizes this spelling as the correct spelling of the word. Click Options to configure conditions for the spelling checker, such as to ignore words with digits, in uppercase, and with HTML tags. Click Cancel to end the spelling checker. Closing the e-mail contact 1 Click Close to complete the contact. 2 Select one of the configured Closed Reason codes that best describes the reason you closed your e-mail message. Agent Desktop User Guide 105
Handling e-mail messages Standard 7.02 Postponing work on a contact 1 Click Reschedule to postpone work on the contact. You still own the contact, and can work on it when you receive a reply from the external source. Tip: If an e-mail message is started, and the contact is postponed, the content of the e-mail message is lost. To prevent the content from being lost, copy the e-mail composition to a note, so that it is available when the contact becomes active. 2 Set the Pending timer to reopen the contact after a specific time. The default Pending timer is set in the Contact Center Multimedia Administrator application. Result: The pending contact is viewed in the History tab. You can add a note to the contact to remind yourself why the contact is in Pending state. The pending contact reopens when the pending timer expires. 106 Contact Center Agent Desktop
June 2009 Handling e-mail messages Following up on a contact If you complete the contact and you want to perform a follow up action, such as transferring the contact, click Follow Up. Agent Desktop User Guide 107
Handling e-mail messages Standard 7.02 Transferring and reassigning contacts Introduction When you work on a contact, you can transfer the contact to Another skillset A specific agent within the contact center An e-mail address outside the contact center for consultation Transferring contacts When you transfer a contact to a skillset or agent, you transfer ownership of that contact to the new agent. When you transfer a contact, the system automatically forwards the whole contact, including any attachments, to the new agent. When you transfer a contact, you can also add new attachments to the contact. For more information about adding attachments, see Adding attachments on page 103. Example You start working on a contact, and you discover that the customer wants post sales or service information. Because you are in sales, you forward the contact to a skillset that is appropriate for handling the service contacts. Example While working on a contact, you decide to seek out the assistance of an expert on a particular topic. The expert works outside of the contact center. You forward the contact by e-mail to the expert and place the contact in Pending mode until the expert responds. The e-mail sent to the expert and the e-mail received from the expert are recorded in the multimedia database as part of the contact history but are not copied to the customer. 108 Contact Center Agent Desktop
June 2009 Handling e-mail messages To transfer a contact within the contact center 1 Click Transfer. 2 Click the Skillset tab to assign the contact to any agent with a particular skillset or click the Agent tab to assign the contact to a specific agent. 3 Select the skillset or agent or person to which you want to transfer the contact. 4 In the Agent Note box, type a brief note about the reason for the transfer. 5 Click Transfer. Result: The contact is transferred to another skillset, agent, or external person, along with any attachments. To transfer a contact outside the contact center 1 Click Transfer. 2 Click the External tab. 3 Enter the e-mail address to which you want to transfer the contact, or click To to select an address from the corporate address book. For more information about using the address book, see Addressing the e-mail message on page 100. 4 In the Agent Note box, type a brief note about the reason for the transfer. 5 To add an attachment, click Attach. For more information about attachments, see Adding attachments on page 103. 6 Click Transfer. Result: The contact is forwarded to the external party, along with attachments. Agent Desktop User Guide 109
Handling e-mail messages Standard 7.02 Creating an outgoing e-mail message Introduction You can create a new e-mail to provide more information to a customer. The contact is saved in the multimedia database. Only agents assigned to multimedia skillsets, and who are not currently handling a contact, can create new contacts. Example You and a customer are talking on a voice call and the customer requests a new price list. The new price list will not be available until the next day. You create a new contact and pull up the customer record (or if none exists, you create a new customer record). You can then open up the contact the next day when the price list becomes available, compose a new e-mail message, attach the price list, and send the e-mail to the customer. The outbound e-mail message appears in the customer contact details. Creating an e-mail message You can create an e-mail to send to the customer, if you are assigned to an e-mail skillset. You cannot create an e-mail message while you are currently handling another contact. You must place the current call on hold, or set a pending timer, before creating a new contact. 110 Contact Center Agent Desktop
June 2009 Handling e-mail messages To create an e-mail message 1 On the multimedia toolbar, click Customer E-mail. (If the multimedia toolbar is not currently displayed, click under the Accept button on the telephony toolbar to open the multimedia component, and then click Customer E-mail.) Result: The Create E-mail window appears. 2 Enter the customer s e-mail address in the To box, and add additional Cc or Bcc addresses as required. For more information, see Addressing the e- mail message on page 100. 3 In the Subject box, type the subject of the message. 4 Select the appropriate Skillset from the drop-down list. 5 In the E-mail Body box, type the message text. You can type text or use a response template. For more information about Response Templates, see Creating and using e-mail templates on page 102. Agent Desktop User Guide 111
Handling e-mail messages Standard 7.02 6 To add an attachment, click Attach. For more information about Attachments, see Adding attachments on page 103. 7 In the Agent Note box, type any additional information about the contact or the customer. Only agents and supervisors can view the information in the Agent Note box. 8 Click Send to send the e-mail. Result: The system performs a database search for the customer e-mail address. If the customer does not already exist in the database, the system creates a new customer record. The system also creates a new contact and response record. The contact is closed automatically. 112 Contact Center Agent Desktop
June 2009 Handling e-mail messages Printing contacts You can print the summary of interaction for any contact. The summary of the contact is shown in the bottom left side of the e-mail or outbound contact window. Click Print to print all information that appears in the contact summary. Agent Desktop User Guide 113
Handling e-mail messages Standard 7.02 114 Contact Center Agent Desktop
Chapter 7 Using Web communications In this chapter Overview 116 Accepting a Web communications contact 117 Using Text Chat 119 Pushing Web pages to the customer 125 Agent Desktop User Guide 115
Using Web communications Standard 7.02 Overview With the Web communications feature of Contact Center 6.0, you can communicate directly with customers in real time over the Internet. You can use the Contact Center Agent Desktop to perform the following tasks when handling text chat: Accept the incoming contact. Review and update customer information. Send an automated response. Push a Web page. Check whether the customer s browser is still connected. Check the time of the last customer action and whether the customer is currently typing a message. Respond to the customer (e-mail or voice) if more information or clarification is needed. End a chat session. To perform Web communications text chat, both you and the customer must use Web browsers that work with JavaScript and frames. Netscape 4.7 or later, Internet Explorer 5.5 or later, or Firefox are examples of acceptable browsers for the customer. Microbrowsers, such as those available for Win CE 2.0, WinTV, PDAs, or other portable devices are not supported. This chapter describes how to perform the tasks for handling text chat sessions. Note: The tasks discussed in this chapter are not applicable to a SIP-enabled contact center. 116 Contact Center Agent Desktop
June 2009 Using Web communications Accepting a Web communications contact Introduction With the text chat component of the Contact Center Agent Desktop, you and a customer can conduct a two-way conversation by exchanging messages. The customer requests a chat session by clicking a text chat icon on the Web site. The customer is presented with a form to fill in and is placed into Web-on-hold, or a similar treatment configured in your contact center, while waiting for an agent to accept their chat request. For example, in the sample Customer Interface (CI) supplied by Nortel, the customer is presented with a form to select the appropriate skillset, subject, and objective for their chat session. The customer is then placed into Web-on-hold. Web-on-hold provides a predefined multimedia presentation to the customer s browser while they are waiting for an agent to become available. To receive an incoming contact, your status must be set to Ready and you must have the skillset assigned for handling Web communications. The Agent Desktop can be configured to give visual and audible alerts when a contact is presented. These features are configured by an administrator, using the Contact Center Multimedia Administrator. Audible Alert The Agent Desktop emits a beep. Bring to Front The Agent Desktop comes to the front of the desktop to cover all current windows. Give Focus The Agent Desktop window is given focus so that all actions in other windows are stopped. For information about enabling or disabling these features, see the Contact Center Multimedia and Outbound Installation and Maintenance Guide. To accept a Web communications contact On the telephony toolbar, click Accept. Result: The customer is placed into the conversation. Agent Desktop User Guide 117
Using Web communications Standard 7.02 To decline a Web communications contact On the telephony toolbar, click Reject. Result: The contact is placed back in queue and into Web-on-hold. Your status is set to Not Ready. For more information about accepting and declining contacts, see Accepting or declining an incoming contact on page 63. 118 Contact Center Agent Desktop
June 2009 Using Web communications Using Text Chat Introduction The Text Chat feature is similar to Internet chat rooms except the conversation is private between you and the customer. The Text Chat frame shows the complete record of the conversation. Although only a few lines are visible in the Text Chat frame, you can scroll the frame up or down to view the entire conversation. This area also shows the Uniform Resource Locator (URL) of any Web pages that you or the customer previewed or pushed. You can use the Agent Desktop application to accept and handle a text chat session. To receive the incoming contacts, your status must be set to Ready and you must have the skillset assigned for handling Web communications. Each chat message can be up to 4045 characters in size. Agent Desktop User Guide 119
Using Web communications Standard 7.02 After you accept the contact, you can view the customer details and a history of all past interactions with the contact center in the left pane. The right pane shows the tools used for Web communications. Send the Message Add the comments from the Chat box to the Conversation frame. Push the URL Send a selected URL to the customer s browser. Preview the URL Preview the URL in the Enter URL box. Add the selected auto phrase Adds the selected auto-phrase to the Conversation frame. Select the text alignment Change the direction of text from left to right to right to left and vice versa. E-mail chat log Select the check box to e-mail a copy of the chat log to the customer. Display timestamps Select the check box to display a timestamp to the left of each message you send and receive. To use Text Chat 1 In the Chat box, type the text of your comments to the customer. Tip: You can review your comments before sending them. If necessary, use the scroll bars to view the complete text. 2 Click (Send the Message) or press the Enter key while your cursor is positioned in the Chat box. Result: Your name or other configurable text (agent label) appears in the Conversation frame, followed by your comments. After you accept the incoming chat request, you can use the Agent Desktop to view the time the last message was sent by the customer, whether the customer s browser is still connected to the session, and whether the customer is currently typing a message. 120 Contact Center Agent Desktop
June 2009 Using Web communications Conversation indicator The Conversation indicator on the Text Chat screen changes color to indicate what point you are at in the conversation. When you begin the session and send the welcome message, the Conversation indicator is grey. When the customer responds to the welcome message, the Conversation indicator changes to yellow, indicating that it is your turn to respond. If the desirable response timer (set by your administrator) expires before you respond to the customer, the Conversation indicator changes to red, indicating that your response is overdue. After you send a response, the Conversation indicator changes to green. If the customer does not respond within the desirable response time set by your administrator, the Conversation indicator changes to black. When the customer leaves the text chat session, the Conversation indicator changes back to grey. You can place your cursor over the Conversation indicator to display a tooltip, which provides more information. You sent the welcome message but the customer did not respond yet or the customer left the conversation The customer sent the last message. It is your turn to respond. The customer sent the last message. It is your turn to respond. The maximum desirable response time (set by your administrator) was exceeded. You sent the last message. It is the customer's turn to respond. It is the customer's turn to respond. The customer exceeded the desirable response time (set by your administrator). The Conversation indicator does not appear on the customer s side of the conversation. Agent Desktop User Guide 121
Using Web communications Standard 7.02 Connection status indicator Use the Connection status indicator to determine if the customer s browser is connected to the text chat session. The Connection status indicator is located below the Conversation indicator. The customer s browser is connected to the text chat session. The customer s browser is disconnected from the text chat session. Displaying timestamps You can choose whether to display the time that each message was sent or received. To display timestamps Select the Show checkbox, located below the conversation window. Result: The time that you send or receive a message appears to the left of that message. If you select the Display Timestamps checkbox during a text chat session, timestamps are displayed for the remainder of the conversation only. Any messages that you sent or received before you selected the checkbox do not display a timestamp. Sending a predefined response Responses that are used frequently can be configured so that you do not need to type them in each time you use them. To send a predefined response 1 In the Chat frame, select the appropriate response from the list of auto phrases. 2 Click (Add the selected auto phrase). Result: The auto-phrase is added to the Chat box. 122 Contact Center Agent Desktop
June 2009 Using Web communications 3 Click (Send the Message) or press the Enter key while your cursor is positioned in the Chat box. Result: The auto phrase is added to the Conversation frame and the Text Chat log. Calling or e-mailing the customer During the text chat session, if something requires further clarification or you need to send a large amount of information to a customer, you can call or e-mail the customer. After you accept the incoming text chat request, the icons on the telephony toolbar become inactive, except for the Originate button. If you need to speak directly with the customer during the text chat session, click the Originate button. For more information about calling a customer, see Making a call on page 72. If you want to send information that is too large for the chat message, such as a brochure, you can e-mail it to the customer while engaged in the text chat session. For more information about e-mailing the customer, see Creating an e- mail message on page 110. If you make an outgoing call or send an e-mail to the customer, it is saved as part of the contact history. E-mailing the chat log If your contact center is licensed for e-mail, you can choose to send a copy of the text chat log to the customer by e-mail. To e-mail the chat log Select the Chat Log check box, located below the conversation window. Ending the Text Chat session 1 Click Finish. 2 In the Notes box, enter any notes about the contact. 3 If closed reasons are configured, choose a closed reason. Agent Desktop User Guide 123
Using Web communications Standard 7.02 4 Click Close. Result: The text chat history is saved and can be printed. 124 Contact Center Agent Desktop
June 2009 Using Web communications Pushing Web pages to the customer Introduction Use the Page Push feature to push a Web page to the customer s browser. The customer can also push a Web page to your browser. Limitations of Page Push Some Web pages may not appear the same when pushed to the other person s browser. For example, with personalized Web pages that can be customized for the user s choice of weather or news, each person sees their own version of the page. Dynamic pages that are customized through the use of cookies can appear differently because you and the customer each have separate cookies. Cookies are never shared by you and the customer. Framed pages cannot be pushed completely. The URL defining the frameset is pushed, but the individual URLs in each frame are not pushed. After a page is pushed, if either you or the customer follows a link to another page, the other person does not see that change. If you and the customer both click the Push Page icon at approximately the same time, you both see the form that was pushed last. However, both URLs appear in the Text Chat log. If a customer pushes more than one page to you, or you push several pages to a customer, only the most recent page shows in your browser. Agent Desktop User Guide 125
Using Web communications Standard 7.02 Using Page Push There are two ways you can select a Web page to send to a customer: Select a URL from a list of predefined URLs associated with your skillset. Send an ad hoc URL. You can also choose whether to display the pushed page locally on your desktop by selecting or clearing the Do not display Pushed pages locally check box. Selecting a predefined URL 1 In the Enter URL box, select a predefined URL from the list. 2 Click (Push the URL). Result: The page is pushed to the customer s browser and the URL is added to the Conversation frame and the Text Chat log. If the Do not display Pushed pages locally check box is cleared, an Internet browser opens and displays the Web page on your desktop. Entering an ad hoc URL 1 In the Enter URL box, type the URL you want to send to the customer. 2 Click (Push the URL). Result: The page is pushed to the customer s browser and the URL is added to the Conversation frame and the Text Chat log. If the Do not display Pushed pages locally check box is clear, an Internet browser opens and displays the Web page on your desktop. Previewing a Web page You can preview a Web page before sending it to the customer s browser. 1 Do one of the following: In the Enter URL box, select a predefined URL from the list. In the Enter URL box, type an ad hoc URL. 2 Click (Preview the URL). Result: Your Internet browser opens and displays the selected URL. 126 Contact Center Agent Desktop
Index A about logon ID 30, 32 accepting e-mail messages 94 outbound calls 79 SIP call 65 telephone calls 64 Web communications contacts 117 ACD phonesets, using 19 activity codes, entering 66 ad hoc URL 126 addressing e-mail messages 100 Agent Desktop colors 41 creating shortcut 28 expanding toolbar 26 logging off 32 logging on 29 opening 28 agent methods in the contact center 19 agents conferencing in a call 69, 70 transferring calls to 67 transferring contacts to 108 alerts 63, 79, 94, 117 attachments adding to e-mail messages 103 default location of 103 deleting 104 audible alert 63, 79, 94, 117 autodial 78 automatic spelling checker 104 auto-phrase 122 B Barging in on a call 76 Bcc, addressing in e-mail messages 100 blind transfers 67 book of addresses 100 Bring to Front 63, 79, 94, 117 C callback scheduling 87 calling customers 72 calls accepting 64 activity codes 66 barging in on 76 conferencing 69, 70 forced to agent 63 making 72 observing 74 on hold 66 receiving 63 releasing calls 66 SIP call 65 terminating calls 71 to your supervisor 71 transferring 67, 68 using the emergency key 73 Cc, addressing in e-mail messages 100 changing your password 33 your status 41 chat log, e-mailing to customer 123 Citrix environment 30 closing e-mail messages 100 multiple e-mail contacts 44 colors 41 Communication Control Toolkit ID 30, 32 completing calls 44 e-mails 100 outbound contacts 84 voice calls 71 conferencing a supervisor 69 other agents 69, 70 Agent Desktop User Guide 127
Index Standard 7.02 Connection status indicator 122 connected 122 disconnected 122 Contact Center Agent Desktop Agent Desktop 20 contacts declining 64 delaying work on 106 explanations of symbols 51 following up on 107 opening (e-mail) 52 preferred agents 59 printing historical information 113 pulling 52 searching 46 status 44 status of routed contacts 43 taking ownership 52 viewing 43, 51 Conversation indicator 121 creating callbacks 87 calls 72 customers 56 e-mail messages 110 e-mail templates 102 replies to e-mail messages 98 shortcut to Agent Desktop 28 customers accessing database 100 creating 56 finding 53 D declining contacts 64 Web communications contacts 118 default attachment folder location 103 folder for e-mail response templates 102 password 33 spelling dictionary 104 timer for reopened contacts 106 delaying work on a contact 106 deleting attachments 104 dictionary for spelling 104 displaying pushed pages locally 126 timestamps on text chat messages 122 disposition codes 84 E e-mail messages adding attachments 103 addressing 100 checking spelling 104 completing 100 creating 110 defining default location for attachments 103 formatting text 97, 98 printing contact information 113 replying 98 searching for 46 sending replies 98 transferring 108 using templates in 102 viewing attachments 104 e-mailing the chat log 123 emergency key 73 ending a text chat session 123 observation 76 outbound calls 84 voice calls 71 entering an ad hoc URL 126 expanding the toolbar 26 external directories 100 F files sending 68, 70 finding contacts 46 customers 53 follow up 107 following up on a contact 107 forced calls 63 128 Contact Center Agent Desktop
June 2009 Index formatting e-mail messages 97 functions Multimedia PC Client 36 multimedia toolbar 27 telephony toolbar 25 G Give Focus 63, 79, 94, 117 H handling calls ACD phoneset 19 help from Nortel 17 holding calls 66 Hot Desking 29 HTML format in e-mail 98 I incoming calls 63 initial password 30, 32 installations of Contact Center Agent Desktop 24 L local directories 100 local state 43 logging off 32 logging on 29 Citrix environment 30 logon ID 30, 32 looking up customers 100 M making a call 72 Multimedia PC Client functions 36 starting 37 using 21 multimedia toolbar functions 27 N new in this release Outbound 15 SIP 15 telephony toolbar 15 Unified Agent Desktop 14 Nortel help 17 Nortel Multimedia PC Client starting 37 using 21 not ready status 41, 64 O observing calls 74 ending the observation 76 opening e-mail contacts 52 the Agent Desktop application 28 originating calls 72 outbound autodialing 78 calling 82 completing 84 creating callbacks 87 creator 78 ending calls 84 printing contact information 113 reviewing script 83 searching for 46 ownership of contacts 52, 56 P Page Push 125 displaying pushed pages locally 126 limitations 125 predefined URL 126 Agent Desktop User Guide 129
Index Standard 7.02 previewing a Web page 126 using 126 password changing 33 default 33 initial 30, 32 placing calls 72 placing outbound calls 82 plain text in e-mail 98 postponing work 106 predefined response 122 predefined URL 126 preferred agents for a contact 59 prerequisites for using Contact Center Agent Desktop 20 previewing a Web page 126 printing contacts 113 search results 56 pulling contacts 52 pushing pages to the customer 125 R ready status 41 receiving e-mail messages 94 incoming calls 63 outbound contacts 79 text chat 119 records, creating customer 56 releasing calls from hold 66 remote state 43 replying to e-mail messages 98 reschedule 106 routed contacts 43 S saving templates 102 scheduling a callback 87 scripts 83 searching contact database 46 customer database 53 printing results 56 selecting a predefined URL 126 sending a predefined response 122 e-mail replies 98 files 68, 70 shortcut to Agent Desktop 28 SIP calls accepting 65 spelling checker automatic 104 dictionary 104 using 104 starting Agent Desktop 28, 40 Nortel Multimedia PC Client 37 status changing 41 changing to not ready 42 changing to ready 41 changing when a call is declined 64 completing calls 44 status indicators 41 supervised transfers 67 supervisors calling 71 closing multiple e-mail contacts 44 conferencing in a call 69 transferring calls to 67 symbols for contacts 51 T taking ownership of contacts 52 telephony functions 25 templates creating e-mail 102 defining default folder 102 terminating calls 71 text chat 119, 120 auto-phrase 122 ending 123 text versus HTML in e-mail 98 timestamps displaying 122 130 Contact Center Agent Desktop
June 2009 Index transferring calls 67 contacts 108 outside of call center 109 SIP calls 68 within call center 109 transfers blind 67 supervised 67 U understanding the symbols 51 URL ad hoc 126 for Agent Desktop 28 predefined 126 using close reasons 100 Contact Center Agent Desktop 20 e-mail templates 102 Nortel Multimedia PC Client 21 Page Push 126 text chat 120 V viewing contacts 43, 51 e-mail attachments 104 W Web communications accepting a contact 117 declining a contact 118 Page Push 125 text chat 119 Web page preview 126 work postponing for contacts 106 Agent Desktop User Guide 131
Index Standard 7.02 132 Contact Center Agent Desktop
Reader Response Form Contact Center Agent Desktop Product release 6.0 Agent Desktop User Guide Tell us about yourself: Name: Company: Address: Occupation: Phone: 1. What is your level of experience with this product? New user Intermediate Experienced Programmer 2. How do you use this book? Learning Procedural Reference Problem solving 3. Did this book meet your needs? Yes No If you answered No to this question, please answer the following questions. 4. What chapters, sections, or procedures did you find hard to understand? 5. What information (if any) was missing from this book? 6. How could we improve this book? Please return your comments by fax to 353-91-756050, or mail your comments to Contact Center Documentation Research and Development Prime, Nortel, Mervue Business Park, Galway, Ireland.
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Nortel Contact Center Agent Desktop User Guide Nortel Networks Mervue Business Park Galway, Ireland Copyright 2006 2009 Nortel Networks. All Rights Reserved. Information is subject to change without notice. Nortel Networks reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. The process of transmitting data and call messaging between the Meridian 1 and Contact Center Agent Desktop is proprietary to Nortel Networks. Any other use of the data and the transmission process is a violation of the user license unless specifically authorized in writing by Nortel Networks prior to such use. Violations of the license by alternative usage of any portion of this process or the related hardware constitutes grounds for an immediate termination of the license and Nortel Networks reserves the right to seek all allowable remedies for such breach. Publication number: 297-2183-945 Product release: 6.0 Document release: Standard 7.02 Date: June 2009 To provide feedback or report a problem in this document, go to www.nortel.com/documentfeedback.