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Copyright 2013, 8x8, Inc. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. 8x8 is a registered trademark of 8x8, Inc. Microsoft Internet Explorer is a trademark or a registered trademark of Microsoft Corporation in the United States and other countries. All other trademarks, service marks, registered trademarks, or registered service marks are the property of their respective owner/s. All other brands and/or product names are the trademarks (or registered trademarks) and property of their respective owner/s. Version 8.0 Rev. 1.0 i

Preface Virtual Contact Center from 8x8 is the fastest and easiest way to deploy a world class contact center. Virtual Contact Center makes it easy to manage all of your customer interactions phone, email and chat - through a single system. Our award-winning solution is 100% web-based and was developed by industryleading designers to be extremely easy to use, thus speeding the adoption process for both agents and supervisors. The Virtual Contact Center includes all of the functionality you need to provide an exceptional customer experience: skills based routing, multi-media interaction management, IVR, CTI, case & contact management, call recording, real-time monitoring, desktop sharing, reporting, and much more. This guide provides agents with the information necessary to use the Agent Console to manage customer interactions. Depending on your subscription, some components described in this guide may not be included in your purchased subscription. 8x8, Inc SALES: 1.877.725.2621 SUPPORT: 1.866.975.2273 vccsales@8x8.com www.8x8.com Version 8.0 Rev. 1.0 ii

Contents Preface Contents ii iii Getting Started with the Agent Console 1 How to Use this Document 1 What You'll Need to Begin 1 Logging in and Setting Your Status 3 Changing Agent Password 4 Resetting your Agent Password 6 Logging in with Reset Password 7 Logging out of the Agent Console 8 Overview of Agent Console User Interface 10 Checking Agent and Queue Status 13 Ability to Search 13 Ability to Filter 13 Defining Favorites 14 Tracking Recents 15 Click to Chat or Call 15 Configuring Your Agent Profile 17 Configuring Agent Account Settings 17 Summary of Agent Profile Settings 19 Changing Your Telephone Number 21 Formatting Telephone Number Entries 23 Changing Agent Console Telephone Number 23 Making a Verification Phone Call 24 Before you Begin 24 Configuring Email Options 25 Configuring your External CRM 25 External CRM Setup Summary 28 Personalizing your Agent Console 30 Viewing Your Queue Assignments 30 Recording Agent Messages 32 Setting Your Status 35 Busy with an Interaction 36 Working Offline 37 Version 8.0 Rev. 1.0 iii

Taking Breaks and Other Unavailable Statuses 37 Working with Codes 38 Choosing Status Codes 38 Choosing Transaction Codes 39 Selecting Transaction Codes 41 Choosing Outbound Phone Codes 42 Overview of Processing Interactions 45 Overview of Interactions and Status 45 Managing Multiple Tasks 45 Processing Phone Interactions 46 Overview of Phone Interactions 46 Inbound Phone Call Flow 46 Overview of Phone Controls 47 Accepting a Phone Interaction 49 Recording Phone Interactions 51 Playing Agent Recorded Messages 53 Adding Notes During an Interaction 54 Choosing Transaction Codes 55 Transferring a Phone Interaction to another Agent 56 Transferring a Phone Interaction to another Phone Queue 57 Making Outbound Phone Calls 59 How the Agent Console Places Outbound Calls 59 Keyboard Dialing Digit Tones 59 Features 60 Limitations 60 Using Keyboard Digit Tone Dialing 60 Choosing Outbound Phone Codes 62 Managing Your Status During Outbound Calls 62 Ability to Set your Status 62 Automatic Change of your Status 63 Processing Outbound Campaign Calls 64 Rescheduling Campaign Calls 66 Saving Do not Call Disposition 68 Transferring a Phone Interaction to an External Phone Number 68 Using Join Lines to Set Up a Conference Call 70 Overview of Agent Console Conference Calls 70 Adding an Agent to a Conference Call 70 Adding an External Party to a Conference Call 71 Processing Voice Mail Interactions 74 Overview of Voice Mail Interactions 74 Accepting a Voice Mail Interaction 74 Processing Chat Interactions 76 Version 8.0 Rev. 1.0 iv

Overview of Chat Interactions 76 Accepting a Chat Interaction 76 Processing Chat Interactions 78 Transferring a Customer Chat to a Different Queue 80 Using Agent-to-Agent Chat 81 Inserting FAQ Responses into Chat Interactions 84 Processing Email Interactions 87 Overview of Email Interactions 87 Accepting an Email Interaction 87 Processing Email Interactions 89 Transferring an Email to a Different Queue 90 Inserting FAQ Responses into Emails 91 Pulling Emails From a Queue 93 Deleting Emails From a Queue 95 Managing Customers, Cases, and Tasks 96 Customer 96 Case 96 Follow-up 96 Task 97 Integrating with External CRM 97 CRM Landing Page 97 Customizing Lists of Customers and Cases 98 Searching for CRM Data 99 Searching for Customers 101 Searching for Cases 103 Searching for Tasks 105 Creating and Editing Customer Records 107 Managing a Customer Record 109 Creating and Editing Case Records 110 Managing a Case Record 112 Downloading CRM Attachments 113 Creating Follow-up Records 113 Creating and Editing Tasks 115 Features 116 Creating a Task 116 Managing a Task 119 Viewing a Task History 119 Listing Tasks of a Customer 120 Deleting CRM Data 121 Before you begin 121 Understanding Rich Text Editor 123 Summarizing the Menu Elements of Rich Text Editor 124 Description - Inserting an Image 126 Version 8.0 Rev. 1.0 v

Description - Inserting a Hyperlink 128 Description - Inserting a FAQ 131 Description - Inserting a Signature 132 Description - Spell Checking 133 Creating CRM Reports 134 Creating a CRM Customer Report 134 Creating a CRM Case Report 137 Creating a CRM Task Report 141 Posting and Viewing Notification Messages 144 Sending a Notification Message 144 Viewing Notification Messages 145 Using the Collaborate Feature 146 Overview of a Collaborate Desktop Sharing Session 146 Before Running Collaborate For The First Time 146 Establishing a Collaborate Session 146 GLOSSARY 149 Version 8.0 Rev. 1.0 vi

Getting Started with the Agent Console The Virtual Contact Center Agent Console enables agents to use a graphical user interface (GUI) to manage customer interactions. If you are the primary contact center administrator, 8x8, Inc. will provide you with the information you will need to access and configure your Virtual Contact Center. If you are an agent, your contact center supervisor will provide you with the information you need to access your Agent Console account, as well as your contact center's policies and guidelines for using that account. Using Agent Console, contact center agents can: process interactions of all media including phone, chat, email, and voicemail. process both inbound and outbound interactions. track the status of agents and queues. provide quick answers to customer questions using the FAQ knowledgebase. manage CRM data by integrating with local CRM or supported external CRMs. collaborate with a remote desktop for real time assistance or co-browsing capabilities. How to Use this Document The Agent Console user guide provides a comprehensive overview of the primary tasks performed using the Agent Console. Your contact center supervisor will provide you with an overview of your duties as a customer agent, including the types of customer interactions you are responsible for. When you log into your Agent Console account for the first time, use this document to learn how to configure your account. Your supervisor will help you configure your Agent Console account so that it conforms with your contact center's technical requirements and operational policies. After configuring your Agent Console account, this document provides both overview and detailed information about processing interactions, managing your status, and working with customer, case, and follow up records. What You'll Need to Begin Each agent workstation requires the following: Version 8.0 Rev. 1.0 1

An agent telephone that is available exclusively for handling Virtual Contact Center phone interactions during working hours A computer equipped with any of the following browsers: o Internet Explorer 8,9, 10 o o Chrome Firefox For information about agent workstation technical requirements, see your contact center supervisor or refer to the Technical Requirements document. Note: Chrome and Firefox do not support Collapse Window functionality in Agent Console. Version 8.0 Rev. 1.0 2

Logging in and Setting Your Status Your contact center supervisor will provide you with the URL, username, and password required to log into your Agent Console account. Note: Based on the configuration of your Virtual Contact Center, you may receive the login information through a system generated email or from your Supervisor manually. The email includes User name, System Generated Password, and link to the Agent Console. To log in to the Agent Console: 1. In your preferred browser, enter the URL for your Agent Console. Figure 1: Agent Console: Login Screen 2. In the login page, enter your username and password. Click Login. Note: Agent Console usernames and passwords are case-sensitive. By default, the Agent Console launches in Break status. Version 8.0 Rev. 1.0 3

3. Select Available or Working Offline status to initiate the session. Your supervisor may also instruct you to update certain parts of your Agent Console user profile. Changing Agent Password When you receive your account login credentials set by administrator, you can log in to Agent Console using these credentials. You have the flexibility to change the password anytime by navigating to your profile. To change the password: 1. Log into Agent Console 2. Navigate to Profile in the Agent Console from the Control Panel menu. Version 8.0 Rev. 1.0 4

Figure 2: Agent Profile 3. In the Security area, enter the old password. 4. Enter the new password. Note: Hover over the tool tip to know the password length. 5. Retype the new password and click Save. Note: If your password fails to meet the password criteria set by the administrator, a message indicates the failed criteria and prompts you to retype the password. Your new password is activated from the next login session. Version 8.0 Rev. 1.0 5

Resetting your Agent Password If you forget your password to log into Agent Console, you do not have to contact your supervisor or administrator to reset the password. You can reset your password automatically by providing your User name and Tenant name. The new password is sent to the email address specified in your agent profile. If you have set up a security question and answer in your profile, a link to the security question is emailed to you. On answering the question correctly, you will receive the reset password in an email. This additional step proves that the person requesting to reset the password is the one assigned to the agent account. To reset your forgotten password: 1. Click Forgot Password in the login screen. Figure 3: Agent Console Login A dialog box appears prompting for User name. 2. Enter user name exactly as you would for logging into the Agent Console (user name can be in one of the two forms agent_id@tenant_id or agent_id if tenant id is provided as a parameter in the login URL, please confirm with administrator) and click Continue. Version 8.0 Rev. 1.0 6

Figure 4: Reset Password - Prompt for User Name and Tenant Name A message indicates a new password is sent to your email address with the required information to proceed. 3. Open your email and click the link in the email. A dialog box opens prompting for an answer to your security question. Figure 5: Reset Password - Security Question Prompt Note: If you have not set up a security question and answer in your profile, you will receive a reset password in the email. 4. Enter your answer to the security question. If you answered the question right, a message indicates a reset password is emailed to you. 5. Open your email to obtain the system generated reset password. Logging in with Reset Password You are allowed to use reset password to login to Agent Console only once. Upon logging into the Agent Console with your reset password, you are prompted to change the password. If you fail to change the password, you will be automatically logged out. Version 8.0 Rev. 1.0 7

To login with the reset password: 1. Open your email to obtain the system generated reset password. 2. Log into Agent Console with the reset password. You are logged in successfully and prompted for changing the password. Figure 6: Logging with Reset Password 3. Enter a new password and click Change to proceed with the login. Logging out of the Agent Console Whenever you are not scheduled to work, you must log out of the Agent Console. If you fail to log out, the Agent Console will incorrectly report your status. To log out of the Agent Console: 1. In the Agent Console, click Work Offline or Take Break. Your status must be working offline or taking a break to display the Log Out button. Version 8.0 Rev. 1.0 8

2. Click Log Out. Caution: Closing the Agent Consolebrowser does not log you out. To log out, you must click Log Out in the control panel. Version 8.0 Rev. 1.0 9

Overview of Agent Console User Interface The Agent Console interface is broadly split into: Control Panel on the left hand side: The control panel provides controls to process interactions in your contact center and to manage agent status. For a quick look at the control panel functionality, refer to the Agent Console Quick Start Guide. Display Panel on the right hand side: The display panel provides access to CRM data, profile settings, and message recording settings. illustrates the functional areas of the Agent Console. Table 1describes the two Agent Console functional areas. Version 8.0 Rev. 1.0 10

Table 1: Summary of Agent Console Functional Areas Functional Area Description 1: Control Panel Use the Agent Console Control panel to access the controls and status information you need to process an interaction and work with Agent Console tools. Maintain your agent status using status control buttons in the Control Panel. The Agent Console dynamically adjusts the Control panel tabs in response to the interaction type and task you are performing. For information about specific Control panel features, refer to the information for each Agent Console interaction type. Each type of interaction is processed using its corresponding Interaction Tab. Phone tab:the Phone tab allows an agent to manage phone interactions. All call handling functions such as making calls, placing a caller on hold, conferencing and transferring calls are performed using the Phone tab. Chat tab:the Chat tab is used to manage chat interactions from customers or from other agents. Email tab: The Email tab is used to accept and respond to emails. Status tab: The Status tab displays agents, and queue information,such as number of calls waiting, calls in progress, and the status of logged in agents in your group. For details refer to Notices tab: The Notice tab allows agents and supervisors to post and receive informational notices. The Control Panel menu offers action items: Profile to view or edit youragent Console account settings. My Recording to allow agents to record messages to be played to customers. External CRM to initiate an integrated external CRM Version 8.0 Rev. 1.0 11

Functional Area Description session. CRM to access cases, customers and tasks from the local CRM. FAQ to access frequently asked questions and answers for repetitive use. Collaborate if your account includes the optional Collaborate feature to remotely connect to a customer computer with remote desktop control options and cobrowsing capabilities. Help to navigate to Virtual Contact Center help resources. Monitoring to display the Agent Supervisor Console Queue and Agent management tool in separate browser window. Reporting to display the Agent Supervisor Console report selection and generation tool. Collapse Window: The Collapse Window button at the bottom of Control Panel hides or shows Display Panel. Note: Chrome and Firefox do not support Collapse Window functionality in Agent Console. 2: Display Panel The Display panel provides access to CRM data, profile settings, and message recording settings. The Display panel opens with three default tabs and opens additional tabs for each menu action. Customers to list your open case records by customer. Cases to list your open case records. Tasks to view the tasks assigned to you. Version 8.0 Rev. 1.0 12

Checking Agent and Queue Status The status tab in the Control Panel provides panel provides real time status about the number of interactions waiting to be served in a queue, longest waiting interaction in a queue, number of eligible agents in busy state, and status of fellow agents. Supervisors can check the status of queues and agents they supervise, communicate with agents instantly through chat or call. The Status tab organizes the status of queues and agents in separate tabs: Agents tab: View status of other agents belonging to your group. Queues tab: View status of queues you are a member of. Ability to Search Search and retrieve status about a specific queue or an agent instantly. Search is case insensitive. Ability to Filter Filter queue status information by queue type and queue member status. View status of queues: supervised by you you are a member of and you are enabled you are a member of but disabled Note: If you are disabled to serve a queue, you can still view the status of this queue, but the queue appears grey in the directory. Queue type (Inbound Phone, Outbound Phone, Chat, Email, Voicemail) Similarly, you can filter agents based on agent group affiliation and current status. Status may be one or all of the following: Version 8.0 Rev. 1.0 13

Available Busy Post Processing Working Offline On Break On Email Logged out Figure 7: Filter for Queue Search Figure 8: Filter for Agents Search Defining Favorites Bookmark agents you contact often and queues used often and track their status every time you log in with just a click on the Favorites tab. For example, you are one of the five managers in AcmeJets - Support agent group. You manage 7 team members out of the 50 members belonging to the group. You can mark these seven team members as your favorites and monitor their status with just a click rather than sifting through the status of the whole team. Version 8.0 Rev. 1.0 14

Figure 9: Defining Favorites Tracking Recents Using the Recents tab, Track those agents with who you initiated a call or a chat session in the past. The Recents tab lists those agents and displays their status. Your search results are locally stored. Note: Does not qualify participation in a chat or a call. Track the status of queues you transferred the calls to in the past. Click to Chat or Call With just a single click, you can call or chat with an agent from the status tab. In the Status tab for agents, right click an agent in the panel for a context sensitive pop up menu with options to: Start a Chat: Initiate a chat with the agent Make a Call: Place a call to the agent Version 8.0 Rev. 1.0 15

Monitor: Monitor the agent activity (Supervisor Only Privilege) Version 8.0 Rev. 1.0 16

Configuring Your Agent Profile Your Supervisor will instruct you how to configure your Agent Profile to conform with company policies. Configuring Agent Account Settings Before configuring the contact center's agent accounts, the contact center's management team should define a standard configuration for each type of agent that will work in the contact center. The contact center administrator can then use those standard configuration values to guide the use of the Agent Console, My Profile page, to configure a given agent's account. The information on My Profile screen is organized under the following areas: General: Presents information on agent name, display name, tenant name, tenant label, product version and revision. Personal: Lets you view or edit email address, phone number, and make verification call to the specified number. Personalization: Allows you to personalize your Agent Console with notification sound alert, specify Date Format, Default Signature, and Default email signature etc. External Setup: Lets you define your login credentials to access your integrated third party CRM. Security: Lets you change password to login. You can also select a security question and input an answer which will be used in the event of resetting a forgotten password. Queue Assignment: Specifies inbound and outbound phone, chat, email and voicemail queues to Version 8.0 Rev. 1.0 17

which the agent is assigned. Version 8.0 Rev. 1.0 18

Summary of Agent Profile Settings The following table summarizes profile settings in Agent Console. Table 2: Summary of Agent Console, My Profile page settings Agent Profile Areas General Profile Setting Agent Name Agent Id Tenant Label Tenant Name Version - Package Revision Description Displays agent name as entered by the Virtual Contact Center administrator. agent Id used to login to Agent Console. Tenant Label that appears on top of the Configuration Manager and Agent Console windows. Name of the tenant. Specifies the version of Virtual Contact Center. Represents the revision number of Virtual Contact Center. Personal Email Address Phone Number Type the email address for this account. When the agent uses the CRM case management page, Notification tab, to send an email, the agent can choose this email address as the From address for the message. SIP Phone URI Designated number to process interactions on the Agent Console. Make Verification Call specifies the SIP Phone URI of a VOIP phone. The SIP URI resembles an e-mail address and is written in the following format: SIP URI = sip:x@y:portwhere x=username and y=host (domain or IP). Places a call to the specified phone number for verification. On answering the verification call, you can set up a voice mail greeting. Personalization Notification Sound Provides a choice of alert sounds to notify a new interaction. You can play to check the notification Version 8.0 Rev. 1.0 19

Agent Profile Areas External Setup Profile Setting Date Format Default Signature Default "From" Email Signature External Username, External Password Description sound. Offers a choice of date formats to apply on all email notifications sent to and from the tenant. Choose the default email signature used when sending email messages from this account. When the agent uses the CRM case management page, Notification tab, to send an email, the default signature appears as one of the choices in the Signature list. Choose the default From address used when sending email messages from this account. When the agent uses the Internal CRM page, Notification tab, to send an email, the default from address appears as one of the choices in the From list. Type the email signature for this account. When the agent uses the CRM case management page, Notification tab, to send an email, the agent can choose to insert this Signature in the message If the Agent Console has been configured to interoperate with a third-party CRM, in the External Username and External Password text entry areas, type the login credentials this agent uses to access the thirdparty CRM. Queues Assignment Inbound Phone Outbound Phone Chat access Email Voice Mail By default, the Queue Assignments area lists the agent's queue memberships. If the contact center administrator uses the Configuration Manager to enable the Agent can change queue assignments option for this agent, then the agent can use the Queue Assignments area to disable a queue's ability to offer the agent interactions. Version 8.0 Rev. 1.0 20

Agent Profile Areas Security Profile Setting Old password New Password Retype Password Security Question Security Answer Description By default, the current password is listed for all the three fields. If an agent wishes to change the password, he should enter the old password, and new password, and confirm the new password. Hovering over the symbol indicates the password length defined for the Agent Console. Selecting a Security Question and answer in the profile is used to ensure the person requesting to reset the password is the one assigned with the agent account. Changing Your Telephone Number Your contact center supervisor has configured your Agent Console account to conform with your contact center's technical requirements and company policy. Virtual Contact Center allows you to use a hard phone, or a cell phone, or a soft phone to process the contact center interactions. Use of a hard phone requires the phone number while the use of a soft phone requires the SIP URI. While setting up your account, your administrator specifies this information. The administrator also determines if you can change this information in your agent profile. In the My Profile tab, the Phone Number text entry area specifies the phone number you will use to process Virtual Contact Center phone interactions. The SIP URI identifies your soft phone. Based on the configuration of your account, you may be able to edit your phone number and the SIP URI. If the administrator does not grant the privileges, you cannot change your phone number or the SIP URI. Do not change your Agent Console phone number unless directed to by your supervisor. If your supervisor directs you to change your number, possibly to respond to an emergency or to enable you to work in a different location, navigate to your agent profile, in the Personal text entry area, enter the phone number and save the new settings. You may use a traditional land line telephone, or an IP Phone, or a softphone. If you use a hardware telephone, enter the telephone number here. This could be your cell phone, or home phone, or desk phone offering the flexibility to function as an agent from virtually anywhere. If you use a soft phone, configure the soft phone, and enter the SIP Phone URI here. Version 8.0 Rev. 1.0 21

To change your Agent Console telephone number: 1. In the Agent Console, click Work Offline. The Agent Console makes you unavailable for new interactions. 2. In the Navigation bar, click My Profile. The Agent Console displays the profile configuration page. 3. In the My Profile configuration page, in the Phone Number text entry area, enter your telephone number or the SIP Phone URI. Figure 10: Agent Console > My Profile For information about valid telephone numbers, see Specifying Valid Telephone Number Entries, above. 4. Perform the procedure in Making a Verification Phone Call, on page 24 to verify the operation of the new phone number. Note: If you do not have the permission to change your phone number or the SIP Phone URI, the two fields are disabled as shown below. Version 8.0 Rev. 1.0 22

Formatting Telephone Number Entries In the Agent Console My Profile page, telephone numbers typed into the Phone Number text entry area. Based on the dial plan implemented for your tenant, you may or may not need to prefix In the United States, must be of the form: 1 three-digit area code seven-digit phone number Outside the United States, must be of the form: Country Code phone number May contain optional dashes, spaces, or parentheses The following illustrates valid United States telephone number entries: 5102592675 15102592675 1-510-259-2675 1(510)259-2675 Changing Agent Console Telephone Number Based on the permissions set by the Administrator, you can change a new telephone number or a SIP URI. Perform the procedure in this section to change the number of your wired telephone. If you are using a VoIP phone, do not change your SIP Phone URI unless directed to by your contact center supervisor. To change your Agent Console telephone number: 1. Click Work Offline. The Agent Console makes you unavailable for new interactions. 2. Navigate to Profile. The Agent Console displays the profile configuration page. Version 8.0 Rev. 1.0 23

3. Enter your telephone number in the Phone Number text entry area. For information about valid telephone numbers, See "Formatting Telephone Number Entries" on page 23, above. 4. Click Make verification call to verify if the phone works. When the phone rings, answer the call to complete verification of your agent phone number. 5. If your Agent Console account permits direct agent access, and you want to change your personal voice mail greeting, follow the recorded instructions. 6. Save changes to your phone settings. Making a Verification Phone Call Perform the procedure in this section to verify the connection between the Virtual Contact Center and your wired or SIP VoIP agent telephone. For information about specifying your agent telephone number or SIP URL, see Changing Agent Console Telephone Number, on page 23. Before you Begin Ask your supervisor if your account has been configured to permit direct agent access. If your Agent Console account permits direct agent access, you can choose to change your personal voice mail greeting as part of verifying the operation of your agent telephone. To verify the operation of your agent telephone: 1. In the Agent Console, click Work Offline. The Agent Console makes you unavailable for new interactions. 2. In the Navigation bar, click My Profile. Version 8.0 Rev. 1.0 24

The Agent Console displays the profile configuration page. 3. In the My Profile configuration page, click Make Verification Call. After the Agent Console places a call to the phone number or SIP Phone URI, answer the call to complete verification of your agent phone number. 4. If your Agent Console account permits direct agent access, and you want to change your personal voice mail greeting, follow the recorded instructions. Hang up the phone to complete the verification of your agent telephone. Configuring Email Options Your contact center supervisor has configured your Agent Profile to conform with your contact center's technical requirements and company policy. For information about Agent Console email options, see Configuring Agent Account Settings, on page 17. Do not change your Agent Console email settings unless directed to by your supervisor. Configuring your External CRM If your contact center is integrated with an external CRM such as Salesforce.com or NetSuite, you can access your external CRM account from your Agent Console by saving the login credentials necessary to access the account. Virtual Contact Center now provides out of the box integration with: Salesforce NetSuite Zendesk Microsoft Dynamics Zoho To enable your agent account for external CRM Integration: 1. Login to Agent Console. 2. Navigate to Profile. 3. Scroll down to the External Setup area. The External Setup provides three tabs. Version 8.0 Rev. 1.0 25

o o Authentication Tab: Allows agents to save CRM login credentials Screen Properties Tab: Allows agents to define Screen Pop properties such as opening a new window for Screen Pop. Note: This tab is enabled only if the tenant administrator grants access privileges. o Window Properties Tab: Allows agents to define size and position of the Screen Pop window. Note: This tab is enabled only if the tenant administrator grants access privileges. 4. Enter your CRM login ID, and password in the Authentication tab. Note: Salesforce requires you to add the security token to your password to authenticate access from a third party application. Obtain your security token from the original Salesforce communication email or your Salesforce administrator. Figure 11: External CRM Authentication 5. Click the Screen Properties tab to view or change the settings. Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration only. Version 8.0 Rev. 1.0 26

Figure 12: External Setup > Screen Pop Properties 6. Click the Window Properties tab to view or redefine the Screen Pop window properties. Note: The agents' ability to define Screen Pop window properties is available for Salesforce, Zendesk and MS Dynamics integration. Figure 13: External Setup > Screen Pop Window Properties 7. Save your settings to launch your external CRM from the Agent Console. Your supervisor will provide you with the information you need to access and work with your contact center's third-party CRM product. Version 8.0 Rev. 1.0 27

External CRM Setup Summary The following table summarizes External CRM set up options in the Agent Profile. Table 3: Agent Profile > External Setup Options Functional Area Description Authentication Tab External username: Enter the Username or login ID to log into your external CRM. External Password:Enter the password to login to your external CRM. Screen Properties Tab Note:This tab enabled only if the tenant administrator grants access. Open new window for Screen Pop-up This option allows agents to view Screen Pop of interactions in a standalone pop up window instead of opening new tabs within theagent Console. If an interaction is connected to multiple records, a tab opens listing all matching records. You can click on a record to view the record details. If the option is disabled, launches the native CRM URL within the Agent Console. Along with this option, two more options are available: o Use single window only: This option displays the Screen Pop in a new window and refreshes the same window to show new contact and call log information. If disabled, launches new contact and call log information in new windows. o Hide result listing for single search result: If an interaction fetches multiple matching records, a browser tab lists all matching records in a tabular format. Clicking on a record shows the record details. If this option is enabled, an interaction fetching a single matching record opens the record details in a new window and hides the result listing tab as Version 8.0 Rev. 1.0 28

Functional Area Description shown below. If this option is disabled, the matching single record lists in a tab in addition to opening in a new window. Window Properties Tab Note: This tab is enabled only if the tenant Show toolbar: Selecting Yes displays the Internet Explorer toolbar at the top of the stand-alone popup window. Selecting No displays the window without the Internet Explorer toolbar. Version 8.0 Rev. 1.0 29

Functional Area administrator grants access Description Note: Show toolbar is not supported on IE9. Size and Position: In the width and height text entry areas, enter the size of the screen pop window in pixels. In the top and left text entry areas, enter the screen position of the screen pop's upper-left corner in pixels. Personalizing your Agent Console You can personalize your Agent Console settings by choosing a notification option, setting a date format for your communications, and defining your signature setting for emails. Figure 14: Agent Profile > Personalization The notification serves as an interaction audio alert. You will hear this audio alert when an interaction is offered to you. Select an option from the available choices. You may personalize your emails by creating a custom signature and a date format. You can create a simple text based signature, or a custom signature using HTML tags. If needed, create multiple signatures, and set up a default signature for all your emails. You can insert a signature with a single click in your emails. Viewing Your Queue Assignments Your contact center supervisor has assigned you to one or more queues. You can process interactions from these queues. In the My Profile page, the Queue Assignments area lists your queue assignments grouped by media. Version 8.0 Rev. 1.0 30

If your Agent Console account permissions allow it, you may block interactions from a queue by opting out of queue assignments as directed by your contact center supervisor. To opt out of a queue assignment: 1. Navigate to the Queue Assignments area in the Profile. 2. Select the desired media tab. 3. Clear a queue assignment in your profile. Figure 15: Agent Profile > Queue Assignment 4. Save changes to your profile. Interactions from this queue will not be offered until enabled again. Version 8.0 Rev. 1.0 31

Recording Agent Messages The Agent Console allows you to record messages and play them during an inbound or outbound call to callers. When you place an outbound call and reach voice-mail, you can choose to play a pre-recorded message and hang up. If you have direct agent access, you can record a personal voicemail greeting to be played to callers. Prerequisite: To record a message from your phone, your phone must be entered in your profile. To record a message: 1. Select My Recording option from the Control Panel menu. The Agent Console displays the Voice Pre-Recordings panel. Figure 16: Agent Console,Voice Pre-Recordings page 2. Click New Recording link. 3. Enter the following information: Name: to identify the voice message in the Name entry area. Description: to state the purpose of the message in the Description entry area. Text: Script of the message. Version 8.0 Rev. 1.0 32

Figure 17: New recording dialog 4. Check the Enabled box to play this message during a call. 5. Click Record a Message link. A dialog box appears indicating the following steps to record a voice message. a. Click Call Your Phone. Your phone rings. When you answer the call, you are prompted to record your message after the beep. b. Click Record and say your message. c. Click Stop Recording to end the recording. The recorded message is played to you. If you are not satisfied with the recording, you can re-record the message by clicking Record or by pressing 1 on your phone key pad. d. Hang up the phone and click Close to close the pop-up dialog box. Version 8.0 Rev. 1.0 33

Figure 18: Voice Pre-Recordings - Dialog box 6. Click Save. Figure 19: List of voice recordings Note: You can play the message and re-record if you wish to by clicking Re-record a Message in the edit mode. Version 8.0 Rev. 1.0 34

Setting Your Status Virtual Contact Center allows you to change your status by using status button in the Control Panel. When you are logged in to the Agent Console, you are either available to accept new interactions or unavailable. When your status is Available, you can use tools while waiting for a new interaction, but the Agent Console is permitted to offer you a new interaction. When your status is Working Offline,you can be processing the current interaction, updating the CRM data for a previously received interaction, or taking a break. Regardless of why you are Working Offline, the Agent Console is not permitted to offer you a new interaction. Table 4 lists the four statuses. For each of the four statuses, Table 4: Uses a Y to identify which features are available Lists the statuses you can choose while in a particular status Version 8.0 Rev. 1.0 35

Table 4: Summary of Agent Console tools and options available for each type of agent status Agent status Receive new Access Agent Available interactions Console tools statuses Available Y Y New interactions permitted to interrupt. Work Offline Take Break Busy, In Progress Post Processing Y Generally, tools are accessed to process the current interaction. Y Generally, tools are accessed to complete the most recent interaction. Available Work Offline Take Break Available Work Offline Take Break Work Offline Y Available Take Break Log Out Take Break Available Work Offline Log Out Busy with an Interaction In the Control panel, click Available to become available to receive new interactions and access to all features. The Agent Console automatically changes your status to Busy or In Progress: when you accept an incoming interaction when you place an outbound call through a queue. Version 8.0 Rev. 1.0 36

When your Agent Console status is Busy or In Progress, you are unavailable to receive new interactions. The amount of time you are allotted to accept an offered interaction is specified by your contact center administrator when he or she configured the contact center. When you complete an interaction, the Agent Console automatically changes your status to Post- Processing. When your status is Post Processing, you are unavailable to receive new interactions. Use the post processing interval to perform any tasks required to finalize the interaction. The amount of time you are allotted to perform post processing is specified by your contact center administrator when he or she configures the contact center. When you are Busy or In Progress, the Agent Console enables you to access all Agent Console tools. Caution: If you do not route an outbound call through a queue, your status remains unaffected. If you are in Available status while placing an outbound call, you are open for incoming interactions. Working Offline In the Control panel, click Work Offline to prevent the Agent Console from offering you new interactions yet, but retain the ability to access all features. Examples of tasks you may perform offline include: Extending the time available to complete the existing interaction Updating your CRM customer and case information Taking Breaks and Other Unavailable Statuses In the Control panel, click Take Break to become unavailable to receive new interactions and disable access to all features. Version 8.0 Rev. 1.0 37

Working with Codes Your contact center administrator may set up different types of code lists serving a unique purpose: Status Codes: to indicate the reason for your status change Outbound Phone Codes: to indicate the calling line ID of your outbound calls Transaction Codes: to state the purpose of each interaction and record the outcome of each interaction You are presented with these code lists during an interaction if you are assigned to them.you may have to select one or more custom codes as your status changes or as you process interactions. Your supervisor will provide you with a list of your company's custom codes and explain when to choose a particular code. Choosing Status Codes If your Virtual Contact Center includes the optional agent status codes feature, your contact center administrator has created status codes that identify reasons for a status change. When you select a status change button, the codes show up prompting you to select one. For example, if you choose to change your status by clicking Working Offline, the Agent Console displays a list of reasons for working offline. Depending on your contact center's code definitions, the reasons may include Attend Meeting, Attend Training, or Finishing Case Work. You must choose a status code before you can complete the status-change operation. The procedure in this section assumes your Agent Console includes the optional Status Codes feature. Figure 20 shows the Control panel displaying status codes for working offline. Version 8.0 Rev. 1.0 38

Figure 20: Agent Console, selecting status code To choose a status code: 1. In the Control panel, click a status change button. For a list of statuses, see Setting Your Status, on page 35. The Agent Console displays a list of status codes for the selected status. 2. Select a code from the list. Your status changes to the desired state. The Agent Console applies the status. The status and associated status code appear in the contact center's historical reports. Choosing Transaction Codes Transaction codes are mainly used to: Version 8.0 Rev. 1.0 39

State the purpose of interactions. Indicate the outcome of inbound and outbound interactions. For example, an ACME Sales representative processing a sales campaign for a new product, places outbound calls to prospect customers. He can record the result of each interaction with predefined transaction codes such as 'Successful Sale', 'Prospect Interested - Call back', 'Prospect not Interested -Do not call back', Reached Voicemail, and Faulty Number etc. Further in the sales process, you can define transaction codes to identify various stages of the sales process, and apply the codes to convey the status and result of each interaction. If your Virtual Contact Center includes the optional transaction codes feature, your contact center administrator creates transactions codes that identify call disposition. Optional Vs. Required Codes can be configured to be optional or required. If your contact center administrator configures a code list as mandatory, as you process interactions, you are required to select transaction codes. You can end processing a call only after selecting the desired codes. If your administrator configures a code list as optional, as you process interactions, you have the flexibility to skip codes' selection. Figure 21: Agent Console, selecting a transaction code Version 8.0 Rev. 1.0 40

You may select a transaction code to indicate the call disposition as shown above. Selecting Transaction Codes To select transaction codes during a call: 1. During an active call, click Options > Transaction Codes. Note: The Options button or the Transaction Codes button indicates a mandatory code list if the code list is mandatory. Figure 22: Mandatory Transaction Codes Vs. Optional Transaction Codes The code list assigned to the queue or the agent group shows. 2. Select the desired code/s and click Continue. The code is assigned to the call. Note: If you end the call without selecting a mandatory code, the call stagnates in the post processing mode. Clicking End Post Processing brings up the code list forcing a selection. The Agent Console applies the code and enables you to begin processing the new interaction. The transaction code gets logged in the contact center's historical reports. Using Keyboard Shortcuts In a contact center environment, time taken by agents to process calls is critically important. During a call, agents may be required to browse multiple code lists and select desired code/s for each call. This process is time consuming. The keyboard shortcuts for codes minimize the time in selecting the codes by reducing the number of clicks in the call flow. This feature is useful when the agent knows the code selection and does not have to go through the lists to make choices. The keyboard shortcut for Transaction codes is F2 t nn (where t = transaction code nn = code number).within each code list, each code is numbered from 01 onwards. To select a second code in Version 8.0 Rev. 1.0 41

the list press F2 t 02 To select a transaction code using a keyboard shortcut: During an interaction, type F2 t to bring up the Transaction Code list, and then select the desired code. OR Type F2 t nn to select a desired transaction code where nn stands for the transaction code number in the list. The code saves. Note: While selecting a code using the shortcut, always choose lower case d or t. Enter the number as 01, not 1. For a list of acceptable keyboard shortcut keys, refer to the table below: Keyboard Shortcut for Codes F2 t 01 F2 T 01 F2 t 1 Acceptable Format Yes No No Choosing Outbound Phone Codes Outbound Phone Codes are used for tracking the purpose of a call or for setting a custom Calling Line ID before dialing out. For example, if your Contact Center provides services to multiple companies on the same tenant but on different channels, you must ensure the correct caller ID is applied to each company for best call back experience to the customers. Your contact center administrator may define outbound phone codes to assign caller ID to outbound calls from your tenant. If you are assigned to an outbound phone code list, you are presented with the list when you dial out. You have to select a code to apply the right calling line ID. Note: Assigning calling line ID is not supported by all telecommunication carriers. Using the Outbound Codes functionality, an agent assigns a calling line Id to an outbound phone call from the predefined list before initiating the call. Virtual Contact Center allows you to assign tenant channel numbers, special request numbers, or anonymous calling line ID to outbound calls by selecting an appropriate code. To select Outbound Phone Codes: Version 8.0 Rev. 1.0 42

1. Dial a number to call, and click Dial in the Control Panel. The outbound phone code list shows. You can select a code from the list. Figure 23: Selecting an Outbound Phone Code 2. Select a code from the list and click Dial. The calling line ID associated with the code applies to the call and the call dials out. Using Keyboard Shortcuts In a contact center environment, time taken by agents to process calls is critically important. During a call, agents may be required to browse multiple code lists and select desired code/s for each call. This process is time consuming. The keyboard shortcuts for codes minimize the time in selecting the codes by reducing the number of clicks in the call flow. This feature is useful when the agent knows the code selection and does not have to go through the lists to make choices. The keyboard shortcut for Outbound Phone Codes is F2 d nn (where d = outbound phon code nn = code number).within each code list, each code is numbered from 01 onwards. To select a second code in the list press F2 d 02 To select an Outbound Phone Code using a keyboard shortcut: 1. Dial a number to call, and click Dial in the Control Panel. 2. Type F2 d to bring up the Outbound Phone Code list, and then type the desired code number or select the desired code. OR Type F2 d nn to select the desired outbound phone code from the code list where nn stands for the code number. The desired code is selected and the call dials out. Version 8.0 Rev. 1.0 43

Note: While selecting a code using the shortcut, always choose lower case d or t. Enter the number as 01, not 1. For a list of acceptable keyboard shortcut keys, refer to the table below: Keyboard Shortcut for Codes F2 d 01 F2 D 01 F2 d 1 Acceptable Format Yes No No Version 8.0 Rev. 1.0 44

Overview of Processing Interactions Your contact center supervisor will assign you to one or more queues. The Virtual Contact Center supports four types of queues: Phone Voice Mail Chat Email Each type of queue corresponds to a type of Agent Console interaction. Interactions are the customer requests for information or assistance that you will use your Agent Console to process. The Control Panel in the Agent Console features a separate interaction tab for each media type. The additional Status tab provides real time status on agents and queues. Overview of Interactions and Status When you accept a new interaction, the Agent Console sets your status to Busy (or an interaction-specific variation of busy such as Email in Progress). When your status is busy, the Agent Console does not offer you new interactions. After you complete an interaction, the Agent Console sets your status to Post Processing and starts a post-processing countdown timer. The post processing interval provides you with the time required to perform any post-interaction tasks, such as updating a customer or case record. After the post-processing countdown timer reaches zero, the Agent Console sets your status to Available. When your status is Available, the Agent Console offers you new interactions. If the post processing countdown timer reaches zero, and you need additional time to perform postinteractions tasks, click Work Offline and block any new interactions. Managing Multiple Tasks The multi-tabbed interface in Agent Console gives flexibility to manage multiple multi-task. For example, If you are making some changes to your profile and do not want to block any interactions, you can keep your status Available. Accepting a new interaction triggers a screen pop in a separate tab without interrupting the changes to your profile. Version 8.0 Rev. 1.0 45

Processing Phone Interactions The Agent Console phone controls enable you to perform the following operations: Accept inbound phone interactions Record phone interactions (if settings permit it) Transfer phone interactions to different agents, phone numbers, or phone queues Initiate outbound phone calls Set up a multi-party phone conference Overview of Phone Interactions Most contact center agents are assigned to one or more phone queues. Phone queues prioritize and deliver phone interactions to agents whose status is Available, and who are assigned to an enabled queue. For information about opting in/out of queue assignments, see Viewing Your Queue Assignments, on page 30 Inbound Phone Call Flow Calls flowing into Virtual Contact Center stay in a queue until an agent is available. When an agent changes status to available, the longest waiting call in the queue is offered to the agent. Virtual Contact Center searches the Local CRM database for existing records based on caller ID, or account number, or case number or any arbitrary data passed during the interaction. Searching based on arbitrary data requires customization of the CRM workflow and eivr. If the caller is an existing customer, the relevant customer or case record is presented to the agent through screen pop. Screen pop of matching data occurs either before or after agent accepts an interaction based on the screen pop settings configured by contact center administrator. The agent processes the call and selects transaction codes to indicate call disposition. Selecting transaction codes may be optional or mandatory based on the settings. On ending the call, the agent gets post processing time for a final wrap up before the call terminates. If codes are mandatory, the call stays in post processing mode until codes are selected. At the termination of the call, Virtual Contact Center may create an auto call log. If the administrator has configured auto log, one of the following auto log events occurs: Screen pop auto log in view mode Screen pop auto log in edit mode No screen pop Version 8.0 Rev. 1.0 46

Note: Auto log of interactions requires administrator configuration. The sequence of events in an inbound call flow may be represented as follows: Figure 24: Inbound Call flow diagram Overview of Phone Controls The Phone tab in the Control Panel provides all controls required to process both incoming and outgoing phone interactions. The availability of the controls dynamically adjusts to the configured privileges and the processing state of an interaction. For example, when an agent accepts an incoming call, controls such as hold, mute, end call get enabled. If an agent has the privileges to control call recording, then controls to stop and resume call recording are enabled during an active call. The following table summarizes the various phone controls, purpose, and their availability. Version 8.0 Rev. 1.0 47

Phone Control Button Dial Mute Hold End Call Transfer Lines Join Lines Stop recording Resume recording Purpose Enters a destination phone number in the number field and click Dial to initiate an outbound call. Mutes self during an active call Places an active call on hold. Ends an active call after selecting mandatory transaction codes if any. Transfers calls from one phone line to another. Joins calls on the two telephone lines to set up a conference. stops recording an active call. (Availability is subject to privileges) resumes recording. (Availability is subject to privileges) Always use the Agent Console phone controls to select phone lines or perform functions such as Mute or Hold, not the controls on your agent telephone. Version 8.0 Rev. 1.0 48

Figure 25: Phone Tab Controls The Agent Console supports two phone lines: 1 and 2. When switching between two lines for purposes of transferring a phone interaction or setting up a multi-party phone conference, the Agent Console automatically places the line you are switching from on hold. Accepting a Phone Interaction You are ready to process new interactions when you change your status to Available. Interactions waiting to be served in the queue you are enabled to handle, are offered to you. For a pictorial representation of the sequence of events in an inbound call, See "Inbound Phone Call Flow" on page 46. Figure 26 shows the Control panel tools you will use to accept a phone interaction. Version 8.0 Rev. 1.0 49

Figure 26: Agent Console, accepting a phone interaction To accept an inbound phone interaction: 1. In the Control panel, change your status to Available. The Agent Console offers new phone interactions only to available agents assigned to an enabled phone queue. 2. When your agent telephone rings, answer the call. Your status changes to Busy. If the Local CRM uses the caller's phone number to identify an existing customer, the Display Panel pops the customer's CRM record. Note: Your contact center administrator determines the event that triggers a screen pop. Based on the configuration, screen pop may occur before and/or after accepting an interaction, and/or after completing an interaction. 3. Process the call. 4. If required, select transaction codes before ending the call. 5. Click End Call in the Control Panel to initiate the post-processing countdown timer. Version 8.0 Rev. 1.0 50

The Agent Console changes your status to Post Processing. If the post-processing countdown interval reaches zero, the Agent Console automatically sets your status to Available. 6. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post processing tasks. Recording Phone Interactions Because recording a phone interaction uses some amount of your contact center's recording storage space, always consult your contact center supervisor before using the Agent Console to record phone interactions. Your supervisor will provide you with specific situations that require the use of the Agent Console recording feature to record a particular phone interaction. In conformance with you supervisor's instructions, and if your contact center has enabled you to record phone interactions, you may utilize the feature. Based on the call recording permissions assigned to you, you: can start call recording can start and pause call recording may be denied permissions to control recording Based on the call recording permission, the Control Panel presents appropriate options: Start Call Recording: If you have the permission to start call recording, when a call connects, the Control Panel shows the recording button. You can click the button to start recording the call anytime. Version 8.0 Rev. 1.0 51

Figure 27: Ability to Start Call Recording Start and Pause Call Recording: When a call connects, the Control Panel shows the Recording button and a Pause button. Click the Recording button to start recording and click the Pause button to pause the recording. Figure 28: Ability to Pause Recording No Recording Controls: If you do not have the recording permissions, the Control Panel does not Version 8.0 Rev. 1.0 52

show any recording control buttons during a call. Figure 29: No Recording Controls Playing Agent Recorded Messages The Agent Console allows you to record up to ten messages and play them during an inbound or outbound call. When you place an outbound call and reach voice-mail, you can choose to play a prerecorded message such as a campaign message and hang up. The application plays the message and terminates the call. During an inbound call, you may choose to play a welcome message if you have direct agent access. To play a recorded message during a phone interaction: 1. When a call connects, Click Options > Play My Recording. Your list of pre-recorded messages is displayed. Version 8.0 Rev. 1.0 53

Figure 30: Agent Console,Voice Pre-Recordings page 2. Select the recording you wish to play and click play. Your recorded message plays to the caller. Adding Notes During an Interaction You have the capability to add notes regarding an interaction during inbound/outbound phone calls, or during a chat conversation. This enables smooth transition of an interaction from one agent to another. For example, if you left a voice mail to a customer, you can leave a note to the next agent about the voicemail who handles the next interaction with the same customer in future. In Salesforce CRM, the notes gets saved in the call log of the activity history. The agent who handles the next interaction with the same customer can refer to the call log and view the notes. Note: This feature is applicable to Enhanced integration of Multichannel Connect for Salesforce. The notes panel can be accessed by going to Options menu in the control panel of the Agent Console To access notes panel during a phone or chat interaction: Version 8.0 Rev. 1.0 54

1. Click Options and select transaction codes. The notes panel shows below the transaction codes. Figure 31: Agent Console, Notes Panel 2. Enter the notes in the panel and click Save. The saved notes appears in the Detailed Accepted Transaction Report. Choosing Transaction Codes If your contact center administrator has set up codes to state the purpose of an interaction or record the outcome of an interaction, you have to select appropriate codes to indicate the call outcome. For information about choosing Transaction Codes, seesee "Choosing Transaction Codes" on page 39. Version 8.0 Rev. 1.0 55

Transferring a Phone Interaction to another Agent Virtual Contact Center allows agents to transfer an active call to another agent or a queue. An agent has access to two telephone lines from the Agent Console which enable transferring and joining two calls. Before transferring a call, you can check the status of other agents, consult an available agent and then transfer the call or transfer blindly without consult. shows the Control panel tools you will use to transfer a phone interaction to a different agent. Figure 32: Transferring a call to another agent To transfer an active phone interaction to another agent: 1. Announce the transfer to the current caller. 2. Click the line 2 telephone button in the Phone tab. The Agent Console automatically places the phone interaction on line 1 on hold. Version 8.0 Rev. 1.0 56

3. Click the Agents tab. The Agents tab lists agents currently logged in to the Agent Console with their current status. You can consult an available agent before transferring the call or transfer blindly. You can consult the agent by phone or via chat. 4. To consult the second agent before transferring the interaction: a. Make sure you have switched to line 2. b. Select an agent from the list and click to bring up the context menu. c. Initiate a call or a chat with the agent by choosing Make a call or Start a chat. After the agent answers the call, the Transfer Lines button gets enabled. d. Inform the agent you're transferring a phone interaction to them, then click Transfer Lines to complete the transfer. The Agent Console submits a new phone interaction to the selected agent, then changes your status to Post Processing. 5. To transfer the interaction without first speaking to the second agent, select an agent, then click Blind Transfer. The Agent Console sends phone interaction to the selected agent, then changes your status to Post Processing. Note If the second agent does not answer the phone, and the agent has Virtual Contact Center voice mail, then the call is sent to the agent's voice mail. If the second agent does not answer the phone, and the agent does not have Virtual Contact Center voice mail, then after the timeout period, the call is dropped. For information about your contact center's timeout interval, contact your contact center administrator. 6. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post processing tasks. Transferring a Phone Interaction to another Phone Queue Virtual Contact Center allows agents to transfer an active call to another agent or a queue. An agent has access to two telephone lines from the Agent Console which enable transferring and joining two calls. Before transferring an active call to another queue, the agent handling the call should check the status of the destination queue and then transfer. shows the Control panel tools you will use to transfer a phone interaction to a different queue. Version 8.0 Rev. 1.0 57

Figure 33: Transferring call to a queue To transfer an active phone interaction to a different queue: 1. Announce to the current caller that you are going to transfer them to another department. 2. In the Phone tab, click the Queue tab. The Agent Console does not place the phone interaction on line 1 on hold. 3. Choose a queue and click Transfer. The Agent Console transfers the phone interaction to the selected queue, then changes your status to Post Processing. The transferred call stays in the queue until answered by an available agent in the queue. Version 8.0 Rev. 1.0 58

4. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post processing tasks. Making Outbound Phone Calls The Agent Console allows you to make outbound phone calls to an external phone number. Contact your supervisor for your contact center's policies for using the Agent Console to place outbound calls. You can place outbound calls using: Agent Dial: Ability to dial outbound calls from the control panel by simply entering the desired number and clicking dial. Click to Dial: Ability to click and dial the phone numbers from external CRM records Web Call Back: A system generated outbound call placed in response to a customer request How the Agent Console Places Outbound Calls The Agent Console uses a two-step process to dial an outbound call. 1. After you type an external phone number and click Dial, the Agent Console dials your agent telephone number. 2. After you answer your agent telephone, the Agent Console dials the external phone number. Figure 34: Placing an Outbound Call Keyboard Dialing Digit Tones During a phone call, agents may encounter problems communicating digit tones to an IVR system using the telephone key pad. For example, during an outbound call, an agent inputs an account number in Version 8.0 Rev. 1.0 59

response to an IVR system prompt, the account number may be incorrectly conveyed due to digit audio leakage during transmission among diverse networks. Keyboard dialing provides an alternate mechanism to counteract this issue. It offers an alternate long tone method through an Virtual Contact Center Dial Pad interface to convey digit tones from an Agent Console to a touch tone IVR system across diverse networks limiting the possibility of digit audio leakage. Keyboard dialing allows an agent to generate two types of digit (DTMF) tones Short tone, Long Tone. When the default short tone fails, an agent may select long tone using the Dial Pad interface to communicate the information correctly to the destination IVR system. Features Keyboard Dialing features the following behavior: Available during any active phone call session. Supports two types of Digit tones: Short tone, Long tone Preserves the digit tone setting per agent, per browser, and per workstation. If an agent logged out and logged back into the same workstation, previous setting of the digit tone is maintained until the next manual change. Shares between two busy lines in a two-line call. The dial pad stays open when agent switches between two busy phone lines. Generates digit tones for the active line only in the event of an agent handling two busy lines. Allows navigating voicemail IVR to access voice mails. Limitations Keyboard dialing has the following limitations: Not readily available when call is put on Mute. Not supported for Virtual Contact Center CTI Connect for Salesforce. Not supported for recording personal greetings during verification calls. Using Keyboard Digit Tone Dialing During an active call session, you can use keyboard or the Dial Pad for digit tone dialing. Dial Pad enables you to change digit tone duration. When an agent accepts a phone call, the Options menu gets activated in the control panel. The Options drop down menu includes the Dial Pad feature. To dial digit tones using keyboard: Version 8.0 Rev. 1.0 60

1. Place the cursor focus in the phone text box. Figure 35: Placing focus in phone text box 2. Enter the numbers on the keyboard. You may hear the short tone transmission. 3. To change the digit tone duration, click Options and select Dial Pad from the drop down menu. OR press CTRL+X to bring up the Dial Pad. Figure 36: Accessing Dial Pad 4. Check the long digit tone (Uncheck for Short tone). Version 8.0 Rev. 1.0 61

Figure 37: Using Digit Tone 5. Input the digits or the characters using the keyboard or the Dial Pad. Choosing Outbound Phone Codes If your contact center administrator has set up codes to assign a calling line ID to outbound calls, you have to select appropriate codes to apply the right calling line ID to your outbound calls. For details, see Choosing Outbound Phone Codes, on page 42. Managing Your Status During Outbound Calls During outbound calls, you have the ability to set your status or your status may be updated automatically. Ability to set status: if your status is Available, you are open to incoming interactions during an outbound call. You can change the status to Work Offline to prevent incoming interactions. Automatic Status Change: Based on the settings from your administrator, during an outbound call, your status changes to Busy automatically preventing any incoming interactions until you complete the call. After processing the call, your status changes to Available. Ability to Set your Status If you do not route an outbound call through a queue, your current status is retained and you will be offered new incoming interactions if you are Available. This is not desirable when you are on another call. To work around the situation, you can follow the steps below: If you are on an outbound call, and the Agent Console offers you a new interaction: Version 8.0 Rev. 1.0 62

Click Accept Call to have the Agent Console place the existing call on hold, place the incoming phone interaction on line 2, connect your agent telephone to line 2, and change your status to Busy. Click Reject Call to have the Agent Console return the new interaction to the phone queue and change your status to Working Offline. If you neither accept nor reject the new interaction, and the interaction acceptance interval reaches zero, the Agent Console returns the new interaction to the phone queue and changes your status to Working Offline. Automatic Change of your Status Changing your status to busy during an outbound call requires you to route the call through a queue. This is enabled through outbound phone codes where each code is associated with an outbound queue. You must be a member of the outbound phone queue as well as be assigned to the code list. To change your status to busy during an outbound call: 1. Enter a phone number to call and click Dial. You are prompted to select an Outbound Phone Code. Figure 38: Agent Presented with Outbound Phone Codes 2. Select a code from the list and click Dial. The call dials out and routes through the specified queue automatically changing your status to busy. Version 8.0 Rev. 1.0 63

Figure 39: Agent Status Changing to Busy The call dials your phone and then the destination number. Processing Outbound Campaign Calls The Virtual Contact Center Dialer is an automated outbound phone based dialer that searches, and retrieves a target call list from campaigns defined by the Administrator. Campaigns are assigned to outbound phone queues, while agents are assigned to these queues. As an agent, when you change your status to Available, a campaign call is offered to you if you are a member of the queue a campaign is assigned to. The control panel on your Agent Console indicates an outbound call. The display panel presents the contact record details for your preview. You can preview the contact record and decide to start, reject or skip the call. To process a campaign call: Version 8.0 Rev. 1.0 64

1. Change your status to Available in the control panel. Figure 40: Agent Console, Campaign call offered The phone tab blinks. The CRM panel presents the complete contact record for preview while the control panel indicates an outbound call. After a quick preview of the contact record, you can decide to start, reject or skip the call. Note: If you do not accept the call within the timeout period, your status changes to On Break automatically. 2. Click Start to initiate the call. Your phone rings. a. Answer your phone. Destination number dials automatically if a default phone is selected. b. In the absence of a default phone number, select a destination number to dial from the drop down list of numbers. Version 8.0 Rev. 1.0 65

Figure 41: Agent ConsoleControl Panel c. Click Options to see the processing options such as playing a pre-recorded message, recording the conversation, or selecting a transaction code. d. Select a desired option and complete the call. OR 3. Click Reject to reject the call. You status automatically changes to Work Offline. The call is routed back to the queue for next available agent. OR 4. Click Skip. This call skips and next call on the queue is offered. The skipped record is marked completed. Rescheduling Campaign Calls If a campaign call fails to reach the called party, you can setup retrial calls or schedule a call back automatically by selecting appropriate transaction codes that map to the following disposition actions: Version 8.0 Rev. 1.0 66

Try Again: sets up retrial attempts for a call as specified by the administrator. The retrial call is placed back in the queue and offered to any available agent at the specified time interval. For example, if you fail to reach the called party during a campaign call, you can select a transaction code such as Ring, No answer, or Reached third party, which map to Try Again disposition action triggering retrial attempts for the call. Schedule Call back: allows scheduling a call back to a campaign customer, and pops up a reminder at the scheduled time to the same agent. The agent has to manually place a call. For example, on reaching a destination number, if a customer suggests a time to call back, you can select a code to schedule a call back based on the customer s convenience. Figure 42: Scheduling a Campaign Call back If you select a transaction code that triggers schedule call back, you are prompted to schedule a time for call back using the calendar. Specify a date and time to call back. A task is automatically created for the call. A reminder pops up a few minutes before the specified scheduled call with the call log. Click the call log to view the details of the scheduled call. The agent has to manually place the call to complete the task, and dismiss the task in the Reminder window. Version 8.0 Rev. 1.0 67

Saving Do not Call Disposition On reaching a contact during a campaign call, if the contact asks not be called back again, you can select an appropriate transaction code to indicate the contact's choice. You can automatically save this information in the contact record if: the code is mapped to Do not Call disposition action if the campaign defines a field to capture the transaction code. The do not call disposition information is critical to filter the record from the campaign call list for recycling. Figure 43: Selecting Do not Call Disposition Transferring a Phone Interaction to an External Phone Number Perform the procedure in this topic to forward a phone interaction to another telephone number. The procedure in this topic assumes that you are processing a phone interaction. Figure 44 shows the Control panel tools you will use to transfer a phone interaction to a different number. Version 8.0 Rev. 1.0 68

Figure 44: Agent Console. transferring to an external number To transfer a phone interaction to an external number: 1. Announce to the current caller that you are going to transfer them to another telephone number. 2. In the Control panel, in the Phone tab, click the 2 telephone button. The Agent Console automatically places the phone interaction on the 1 button on hold. 3. In the Phone tab, in the telephone text entry area type a telephone number then click Dial. In the U.S. type 1 before the area code. If the Agent Console prompts you to choose a Transaction Code, in the list of codes, choose a code, then click Save. For information about choosing Transaction Codes, see Choosing Transaction Codes, on page 39 The Agent Console dials the number, then changes the Dial button to Ringing (Figure 44). 4. To transfer the call after the second party has answered the phone, tell the second party you're transferring a phone interaction to them, then click Transfer Lines to complete the transfer. The Agent Console changes your status to Post Processing. Version 8.0 Rev. 1.0 69

5. To transfer the call before the second party answers the phone, click Transfer Lines. The Agent Console forwards the call, then changes your status to Post Processing. If the second party does not answer the call, and the second party does not have a voice mail box, the call eventually times out and is dropped. 6. Click End Post Processing to make your status Available or click Work Offline if you need more time to complete any post processing tasks. Using Join Lines to Set Up a Conference Call You can use the Agent Console Join Lines feature to create multi-party conference calls that include: Other agents who are online, and whose status is Available or Working Offline. External telephone numbers. Overview of Agent Console Conference Calls Use the Agent Console Join Lines feature to set up multi-party conference calls. The Agent Console, uses line 1 to conduct a multi-party conference, and line 2 to connect each additional participant. Each time you connect a new participant to the conference, the Agent Console automatically connects both the new participant and you with the participants already connected to line 1; line 2 becomes available to connect additional conference participants. Setting up conference calls is a variation of using the Agent Console Transfer Line feature described in: Transferring a Phone Interaction to another Agent, on page 56 Transferring a Phone Interaction to an External Phone Number, on page 68 The key difference between transferring a phone interaction and creating a multi-party conference is that rather than clicking Transfer Line to hand a phone interaction off to a different agent or phone number, you click Join Lines to remain on the line as the coordinator of the multi-party conference. Adding an Agent to a Conference Call Perform the procedure in this topic to add another agent who is logged in to the Agent Console, and whose status is either Available or Working Offline, to a conference call. shows the Control panel tools you will use to add an agent to a conference call. To add an agent to a conference call: 1. Announce to the current caller that you are going to add them to the conference, then in the Control panel click line 2. The Agent Console automatically places line 1 button on hold. Version 8.0 Rev. 1.0 70

2. Click the Agents tab. In the Agents tab, the Agent Console lists the agents currently logged in to the Agent Console whose status is either Available (shown as Waiting in the list) or Working Offline. 3. In the list of agents, select an agent, then click Dial. The Agent Console submits a new phone interaction to the selected agent. After the phone has been answered, the sound of human or recorded voice enables the Join Lines feature. 4. If you receive the agent's voice mail, click End Call to disconnect the call and return to line 1. 5. If the agent answers, tell the agent you're adding them to a conference, then click Join Lines. The Agent Console connects the agent and you to any conference participants already on line 1. 6. Click End Call to disconnect from the conference. The Agent Console leaves the other parties connected to the conference call. Adding an External Party to a Conference Call Perform the procedure in this topic to add an external party to a multi-party conference call. Figure 45 shows the Control panel tools you will use to add an external party to a conference call. Version 8.0 Rev. 1.0 71

Figure 45: Agent Console, line 2, add external party Version 8.0 Rev. 1.0 72

To add an external party to a conference call: 1. Announce to the current caller that you are going to add them to a multi-party conference call, then In the Control panel, in the Phone tab, click line 2. The Agent Console automatically places line 1 on hold. 2. In line 2, in the number text entry area, type a telephone number then click Dial. In the U.S. type 1 before the area code. If the Agent Console prompts you to choose a Transaction Code, in the list of codes, choose a code, then click Save. For information about choosing Transaction Codes, see Choosing Transaction Codes, on page 39 The Agent Console dials the number. After the phone has been answered, the sound of human or recorded voice enables the Join Lines feature. 3. If you receive the agent's voice mail, click End Call to disconnect the call and return to line 1. 4. If a person answered the phone, tell them you're adding them to a conference call, then click Join Lines. The Agent Console connects both the new participant and you to any callers already on line 1. 5. Click End Call to disconnect from the conference. The Agent Console leaves the other parties connected to the conference call. Version 8.0 Rev. 1.0 73

Processing Voice Mail Interactions For agents assigned to Voice Mail queues, the Agent Console Phone tab enables you to process Voice Mail interactions as a subset of Phone interactions. Overview of Voice Mail Interactions The information in this section describes the default Voice Mail options. The Agent Console uses the Control panel, Phone tab to offer an agent Voice Mail interactions. Unlike Phone interactions, Voice Mail interactions cannot be transferred or forwarded. For information about the Agent Console phone tools, see Overview of Phone Controls, on page 47 Accepting a Voice Mail Interaction Perform the following to accept a new a voice mail interaction. The following procedure assumes that you are assigned to an enabled voice mail queue, and that your status is available. To accept a Voice Mail interaction: 1. In the Control panel (), click Available. The Agent Console offers a voice mail interaction only to an agent assigned to an enabled voice mail queue, and whose agent status is available. 2. When your agent telephone rings, and the Agent Console flashes the Phone tab and displays Voicemail Offered, answer your agent phone to accept the interaction. The Agent Console: Plays a recorded message that notifies you that the new interaction is a Voice Mail interaction. Tells you to press 1 to send a copy of the voice mail message to your email address as a WAV file attachment. The only way you can save a voice mail message is to send a copy of the message to your email address. When you disconnect your agent telephone from the Voice Mail interaction, the Agent Console permanently deletes the voice mail message. Begins playing the voice mail message. The Agent Console repeats the voice mail message until you hang up the phone or press End Call. Version 8.0 Rev. 1.0 74

3. After listening to the voice mail message, hang up your agent telephone or in the Control panel, Phone tab, click End Call. The Agent Console permanently deletes the voice mail message. If you did not press 1 to send a copy of the voice mail message to your email address, the message is permanently lost. 4. Click End Post Processing to make your status Available or click Work Offline if you need more than the allocated time to complete any post processing tasks. Version 8.0 Rev. 1.0 75

Processing Chat Interactions The Agent Console Chat controls enable you to perform the following operations: Accept inbound chat interactions Transfer a chat interaction to a different queue Use a secondary chat channel to ask another agent for help Insert preformatted answers from your contact center's Frequently Asked Questions (FAQs) into chat sessions Overview of Chat Interactions In the Agent Console, chat interactions provide a means of responding in real-time to customer inquiries. Depending on the configuration of your contact center, the contact center's chat access page can be configured to either allow or require a customer to supply an account number or other numerical information before beginning the chat interaction. When you accept the new chat session, the Agent Console uses the information to automatically access customer or case records in the Internal CRM. If the customer has not supplied any identifying information before beginning the chat, you can use the chat window to ask the customer for the information you need to create a new customer or case record. Accepting a Chat Interaction If you are working with the Internal CRM, and a new chat interaction arrives, you will lose your work unless you save it before accepting the new chat interaction. For this reason, take the time to understand the complete chat interaction workflow. Figure 46 shows the Control panel tools you will use to accept an chat interaction. Version 8.0 Rev. 1.0 76

Figure 46: Agent Console, accepting a chat interaction To accept a new chat interaction: 1. In the Control panel, click Available. The Agent Console offers new customer chat interactions only to agents assigned to an enabled chat queue, and whose agent status is available. You can use the agent-to-agent chat feature to contact other agents whose status is Available or Working Offline. For information about agent-to-agent chat, see Using Agent-to-Agent Chat, on page 81. 2. If you are working with the Internal CRM, and a new chat interaction arrives, in the CRM panel perform one of the following: Click Save as Draft to save your work before accepting the new chat interaction. Click Save to send the current follow-up. Version 8.0 Rev. 1.0 77

If you do not save your work before accepting a new chat interaction, the Agent Console permanently discards the current contents of the unsaved Properties or Notification tabs. For information about the Properties and Notification tabs, see Creating Follow-up Records, on page 113. 3. After saving your work, in the Control panel click the chat tab, then perform one of the following: Click Accept Chat to begin processing the chat interaction and change your status to Chat in Progress. Click Reject Chat to return the chat to the queue and change your status to Working Offline. If you did not accept or reject the new interaction within the acceptance interval, the Agent Console changes your status to On Break. If you accepted the new chat interaction, in the Control panel, the Agent Console displays the Chat tab. If the customer supplied account or case information when initiating the chat, the Agent Console accesses the appropriate record and displays the record in the CRM panel. Processing Chat Interactions If you accept a new chat interaction, the Agent Console changes your status to Busy and starts the chat session. Figure 47 shows the tools you will use when processing a chat interaction. Version 8.0 Rev. 1.0 78

Figure 47: Agent Console, chat interaction processing To process a chat interaction: 1. To accept a new chat interaction, perform the procedure in Accepting a Chat Interaction, on page 76. When you accept a new chat interaction, the Agent Console places the new interaction in the Control panel, Chat tab. If your contact center prompted the customer for account or case information, the Agent Console uses the information to locate an existing customer or case record in the Internal CRM. 2. In the Your Message text entry area, type your chat message, then press ENTER or click Send to transmit your messages to the customer. The Chat Transcript displays both your and the customer's chat messages. Version 8.0 Rev. 1.0 79

Note: The chat screen notifies both the parties on chat when one is typing. For example, during a chat session between an agent and a customer, when an agent types, the customer's screen notifies the agent is typing and vice versa. 3. If your contact center did not prompt the customer for account or case information, begin the chat session by requesting that information from the customer. 4. To end the chat interaction, click End Chat. Transferring a Customer Chat to a Different Queue Perform the procedure in this topic to transfer a customer chat interaction to a different queue. Figure 48 shows the Control panel tools you will use to transfer a chat interaction. Figure 48: Agent Console, transfer customer chat to a different queue To transfer a new chat interaction to a different queue: Version 8.0 Rev. 1.0 80

1. Perform the procedure in Accepting a Chat Interaction, on page 76 to accept the new customer chat interaction. Agent-to-agent chats cannot be transferred to a different queue. 2. In the Control panel, click the Queues tab. The Agent Console lists the chat queues available to accept the transferred interaction. 3. In the list of chat queues, choose a queue then click Transfer. The Agent Console transfers the interaction to the selected queue. Using Agent-to-Agent Chat You can chat with other agents logged into your contact center. You can send a chat request to an agent even if the agent is busy processing an interaction. The Agents tab lists all logged in agents with the current status. You can access Agents tab from Phone tab, or Chat tab, or Status tab. To initiate a chat with another agent: 1. Log into the Agent Console. 2. Click the Chat Tab, or the Phone Tab, or the Status tab in the Control Panel. 3. Click the Agents tab from the selected main tab. Version 8.0 Rev. 1.0 81

Figure 49: Initiating agent to agent chat 4. Select and click the desired agent in the list to bring up the context menu. The Request Chat button enables. 5. Click Start a chat from the context menu or Request Chat button. A chat request is offered to the second agent. Note: You can send a chat request to an agent who is in busy status as shown below. Version 8.0 Rev. 1.0 82

Figure 50: Agent sending a chat request to another agent is busy status The second agent who is busy is offered the chat request on the second line. He/She can accept or reject the chat. Version 8.0 Rev. 1.0 83

Figure 51: Offering a Chat request If the second agent accepts the chat request, the chat interaction is established on Chat Line 2. 6. In the Chat Transcript - Your Message area, enter your message and click Send. The message is sent. Inserting FAQ Responses into Chat Interactions If your contact center maintains an FAQ knowledge base, you can extract relevant data from the knowledge base and insert these FAQ responses in a live chat session to assist customers. Using these FAQ responses minimizes agents' time in finding the right information and maintains consistent delivery of information. During a chat session, you can refer to the FAQs by shortcuts or by navigating to the FAQ knowledge base. Referring to shortcuts requires prior definition of shortcuts while creating an FAQ. To insert an FAQ response during a live chat session: 1. Select FAQ option from the Control Panel. 2. Search for the relevant information by keywords, or FAQ category. 3. After finding the relevant FAQ, click Send in current chat link. Version 8.0 Rev. 1.0 84

Figure 52: Inserting FAQ in a live chat The FAQ content is instantly communicated to the customer. To insert an FAQ shortcut: Inserting an FAQ by shortcut requires you to know the shortcuts beforehand. Each shortcut is linked to an FAQ item it is defined for. If you do not remember the shortcut, you can navigate to the FAQ Knowledge base. 1. During a live chat, enter the FAQ shortcut that refers to the information customer is looking for in the Shortcut entry window. 2. Click Insert FAQ. A link to the FAQ inserts in the chat interaction window. 3. Click Send to communicate this information to the customer participating in the chat. Figure 53: Inserted FAQ in a chat Version 8.0 Rev. 1.0 85

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Processing Email Interactions The Agent Console Email controls enable you to perform the following operations: Accept inbound email interactions Reply immediately to an email interaction, or save an partial reply for later processing Transfer an email interaction to a different queue Insert preformatted answers to frequently asked questions into email replies If your agent account permissions enable it, pulling and optionally deleting unread email messages from your email queues Overview of Email Interactions In the Agent Console, email interactions provide a means of receiving and sending written customer inquiries and agent responses. Using the Agent Console to process email interactions requires the use of the Internal CRM. If your Agent Console has been configured to interoperate with a third-party CRM, the Internal CRM continues to process all email interactions received by the Agent Console. When the Agent Console offers you a new email interaction, the CRM panel displays the displays the email in the Internal CRM. If the message's From field, contains the email address of an existing customer, or the case number in the messages Subject line matches information in the Internal CRM, the Agent Console displays that customer or case record. For information about configuring your Agent Console profile's email settings, see Configuring Email Options, on page 25. Accepting an Email Interaction If you are working with the Internal CRM, and the Agent Console offers you a new interaction, you will lose any changes you entered unless you use Save as Draft to save any updates before accepting the new interaction. For this reason, take the time to understand the complete email interaction workflow. Figure 54 shows the Control panel tools you will use to accept an email interaction. Version 8.0 Rev. 1.0 87

Figure 54: Agent Console, accepting an email interaction To accept a new email interaction: 1. In the Control panel, click Available. The Agent Console offers new email interactions only to agents enabled for the email queue, and whose agent status is available. When your status is Available, the Agent Console can offer you interactions from any type of contact center queue Phone, Voice Mail, Chat, or Email to which you are assigned. 2. If you are working with the Internal CRM, and the Agent Console offers you a new interaction, before accepting the new interaction perform one of the following: Click Save as Draft to save your work before accepting the new email interaction. Click Save to send the email reply or save your follow-up notes. If you do not save your work before accepting a new email interaction, the Agent Console permanently discards the current contents of the unsaved Properties or Notification tabs (Figure 54). 3. After saving or completing your work, perform one of the following: Click Accept Email to begin processing the new email interaction. The Agent Console changes your status to Email in Progress. Version 8.0 Rev. 1.0 88

Click Reject Email to return the email to the queue. The Agent Console changes your status to Working Offline. If you did not accept or reject the new interaction before the acceptance interval countdown timer reaches zero, the Agent Console changes your status to On Break. If you accepted the new email interaction, the Agent Console changes your status to Email in Progress, displays the Internal CRM, and starts the email processing interval countdown timer. 4. If you accepted the new email interaction, in the Control panel, in the Email tab, in the list of email interactions double-click the new interaction. In the CRM panel, the Agent Console displays the Internal CRM case management tools (Figure 54). Use the case management tools to process the email interaction. Processing Email Interactions If you accept a new email interaction, the Agent Console changes your status to Email in Progress, displays the Internal CRM, and starts the email processing interval. Figure 55: Agent Console, email interaction processing To process an email interaction: Version 8.0 Rev. 1.0 89

1. To accept a new email interaction, perform the procedure in Accepting an Email Interaction, on page 87. When you accept a new email interaction, the Agent Console places the new interaction in the Control panel, Email tab, Reply To list. 2. In the Control panel, in the Email tab, in the Reply To list click the interaction to display the CRM Create New Follow-up panel. The Create New Follow-up panel contains two tabs: Use the Properties tab to choose case status, type, category, and related case options, and to annotate the follow-up. Use the Notification tab to reply to an email. 3. To save a draft of the interaction for completion at a later time, click Save as Draft. The Agent Console adds the follow-up to your list of Internal CRM follow-ups for the current case. To view your drafts, in My Cases choose My Drafts, then in the list of drafts select the draft you want to view. For information about working with cases, see Creating and Editing Case Records, on page 110. 4. To reply to an email, in the case or follow-up window, in the Notification tab: Use the From, To, and Signature options to select the appropriate entries for the reply In the Description text entry area, type the response to the email interaction. Click Save to send the completed reply. At the end of the email interaction processing interval, the Agent Console changes your status to Available. If you accept a new email interaction before clicking Save As Draft or Save to save the existing email interaction, the Agent Console discards those changes. Transferring an Email to a Different Queue Perform the procedure in this topic to transfer a new email interaction to a different queue. Figure 56 shows the Control panel tools you will use to transfer an email to a different queue. Version 8.0 Rev. 1.0 90

Figure 56: Agent Console, transfer email to a different queue To transfer a new email interaction to a different queue: 1. Perform the procedure in Accepting an Email Interaction, on page 87 to accept the new email interaction, but in the Email tab do not click the interaction to add it to the Internal CRM. 2. In the Control panel, click the Queues tab. The Agent Console lists the email queues available to accept the transferred interaction. 3. In the list of email queues, choose a queue then click Transfer. The Agent Console transfers the interaction to the selected queue. Inserting FAQ Responses into Emails If your contact center maintains an FAQ knowledge base, you can extract relevant data from the knowledge base and insert these FAQ responses in an email response to customers. Using these FAQ responses minimizes agents' time in finding the right information and maintains consistent delivery of information. Version 8.0 Rev. 1.0 91

You can insert FAQs in an email by referring to shortcuts or by browsing and searching through the FAQ knowledge base. Referring to shortcuts requires prior definition of shortcuts for an FAQ item. To insert an FAQ response in an email using shortcuts: 1. Enter the shortcut for the desired FAQ. 2. Click Insert FAQ. Full text of FAQ response inserts in the email body. Figure 57: Inserting an FAQ response using shortcuts To insert an FAQ by browsing through the knowledge base: Version 8.0 Rev. 1.0 92

1. Click Browse FAQ link. 2. Search and locate the desired FAQ. 3. Insert the content as a link or as full text by selecting the right option. Links or full text content of the selected FAQ items insert in the email body. Figure 58: Inserting an FAQ response in an email Pulling Emails From a Queue If your Agent Console account has been configured to permit it, you can use the Pull feature to list the unread emails in your assigned email queues. You can then select a queued email interaction for immediate processing. Figure 59 shows the tools you will use to pull emails from a queue. Version 8.0 Rev. 1.0 93

Figure 59: Agent Console, Control panel, Status tab To pull email interactions from an email queue: 1. In the Agent Console, set your status to Working Offline. If your status is Available, the Agent Console may offer you a new interaction before you can complete pulling email interactions from an email queue. 2. In the Control panel, in the Status tab, in the list of queues click Pull or in the Wait column click on the number of email interactions waiting in that queue. In the CRM panel, the Agent Console lists the selected queue's first 15 pending email interactions. 3. In the list of queued emails, in the Subject column, click an email interaction to begin processing that interaction immediately. For information about processing email interactions, see Processing Email Interactions, on page 87. Version 8.0 Rev. 1.0 94

Deleting Emails From a Queue If an Agent Console account has been configured to permit an agent to use the Pull feature to select a queued email interaction for immediate processing, the agent can also use the feature to permanently delete one or more queued email interactions. Deleting a pulled email interaction from an email queue: Permanently deletes the interaction from the queue Does not delete the customer record associated with the email from the Internal CRM To permanently delete email interactions from an email queue: 1. Perform the process in see Pulling Emails From a Queue, on page 93 to display a list of queued email interactions. 2. In the list of queued emails, perform one of the following: To remove individual email interactions from the queue, select one or more email messages. To remove all the email interactions in the list, select the column heading checkbox. Repeat the list-delete operation to remove additional email interactions. 3. Click Delete. The Agent Console displays a delete confirmation dialog. In the delete confirmation dialog, click OK to permanently remove the selected email interactions from the queue. Version 8.0 Rev. 1.0 95

Managing Customers, Cases, and Tasks 8x8 Virtual Contact Center provides customer and case management capabilities with its Local CRM. The Local CRM provides a model for managing your contact center's interactions with customers. The Local CRM stores your contact center's customer, case, and follow-up data. Virtual Contact Center's phone, chat, and email scripting can use information about an incoming interaction, such as a phone number or a case number or an email ID, to locate and display a customer or case record contained in the Local CRM. As an agent, you can use the Local CRM to record and manage your customers, cases, and follow-up activities. To manage customer relationships, the Local CRM provides the following hierarchy of standard objects: Customer Case Follow-up Task Customer A customer object allows you to create customer instances with unique Account numbers. A customer record stores information such as name, address, phone numbers, and offers the capability to customize the customer object with custom fields. Case A case object describes customer s feedback, queries, or issues. You can create cases to systematically track and solve customer s issues. You can quickly create, update, and view cases. You may indicate the status of a case as open or closed. The standard definition of a case allows you add additional attributes to a case by stating the status, visibility, severity, priority. For example, a support agent at AcmeJets creates a case when a customer calls in reporting scheduling issues with private jets. The support agent captures and records the customer reported issue by creating a case. Follow-up A case may have multiple follow-ups before it is resolved. Each communication regarding the case from its creation until it is closed may be recorded as individual follow-up instances. This may include notes as well as email communications regarding the case. The Follow-up object allows you to track how a case is resolved by creating multiple follow-up records. Version 8.0 Rev. 1.0 96

Task A Task refers to a call, an email, a meeting, a chat or any other type of contact made with a customer. A task organizes and helps you track all interactions associated with a customer. The task object serves to create, and manage all tasks you plan to perform or have performed, such as making calls or sending mails. For example, you can create a task to schedule a phone call to a customer, and set a reminder. A reminder pops up a few minutes before the scheduled call. Integrating with External CRM The Virtual Contact Center also supports integration with third-party CRMs, such as NetSuite and Salesforce.com. If your Agent Console integrates with an external CRM, your contact center supervisor will provide you with the information you need to use the CRM to manage your customers, cases, and follow-up activities. CRM Landing Page When you log into Agent Console, the Display Panel launches separate tabs for: Cases: lists cases assigned to you, groups all related tasks such as creating a new case, editing, and deleting cases, as well as reporting. Customers: lists customers assigned to you with centralized access to related tasks such as editing a customer record, adding a case, a follow up, or a task. Tasks: Lists tasks assigned to you with the ability to create new tasks, edit, or delete tasks. Version 8.0 Rev. 1.0 97

Customizing Lists of Customers and Cases Selecting a CRM tab lists customers, and cases and tasks. You can filter the list as follows: Assigned To Me: customers whose open cases are assigned to you; open cases that are assigned to you. This is the default option. Assigned To My Group: customers whose cases are assigned to your group members; open cases that are assigned to your group. Created By Me: customer records created by you; cases created by you. My Draft Customers (customers) or My Drafts (cases) : customer records created by you in draft state; cases created by you in draft state. Choose My Draft Customers and My Drafts to access customer or case records that you saved as draft. Version 8.0 Rev. 1.0 98

Figure 60: Filtering Searching for CRM Data The search feature in the Agent Console allows you to search for customers, cases, and task records in your CRM based on specific criteria. You can perform a simple basic search on standard fields, or an advanced search based on any CRM field defined in a record. For example, you can search for a customer by last name or email address in a simple search. You can look for records based on multiple criteria such as a cases created in the last week in pending status. You can refine your search with a multitude of search operators as described in the following table. Version 8.0 Rev. 1.0 99

Table 5: CRM Search Operators Search Operator Description Example = equals match the string exactly Last Name = Hansen =i equals (ignore case) match the string exactly (case insensitive) Last Name = hansen > greater than applicable to a numeric field. Search for a value greater than a specified value. < less than applicable to a numeric field. Search for a value less than a specified value. >= greater or equal applicable to a numeric field. Search for a value greater than or equal to a specified value. <= less of equal applicable to a numeric field. Search for a value greater than or equal to a specified value. Case Number > 1200 Case Number < 1200 Case Number >= 1200 Case Number <= 1200 * contains Search for a part of a word. Case Subject * Delayed order * i contains (ignore case) Search for a part of a word (case insensitive)! not contains Search for a record which does not contain a specified string.!i not contains (ignore case) Search for a record which does not contain a specified string. (case insensitive) Case Subject * delayed order Case Subject! Sales Orders Case Subject!i sales orders ^ starts with ^i starts with (ignore case) Search for a record which starts with a specified string. Search for a record which starts with a specified string. (case insensitive) Phone ^ 510 Phone ^i support E empty Search for a record where the field value is Do not Call E empty Version 8.0 Rev. 1.0 100

Search Operator Description Example!E not empty Search for a record where the field value is not empty > after Search for a record with a date value after a specified date. < before Search for a record with a date value before a specified date. >= after (inclusive) Search for a record with a date value after a specified date including the date. <= before (inclusive) Search for a record with a date value after a specified date including the date. Phone!E Assign Date > 01/29/2012 Assign Date < 01/29/2012 Assign Date >= 01/29/2012 Assign Date <= 01/29/2012 To perform a search: 1. Navigate to corresponding CRM object tab. Figure 61: Searching for CRM data 2. Click Search link. 3. Select your search parameters in the simple search. For an advanced search, click Advanced link. Click Search for customer, case or task as desired. Searching for Customers By default, the Customers tab lists customers assigned to you. Additionally, you can access customer records: Version 8.0 Rev. 1.0 101

Assigned to your group created by you customer records in draft state all customer records Note: Ability to view, create, edit, and delete customer records are available to you if your administrator grants privileges. You can search and retrieve customer records using basic or advanced search. Basic Search: enables you to search for customers by last name AND/OR email address. Click Search to retrieve a list of all customers. To perform a basic search for customers: 1. Click Customers tab. 2. Click the Search link. The Agent Console displays the basic search tab. Figure 62: Customer > Basic Search 3. Click Search to retrieve all customer records. OR Perform any or all of the following: o o Enter a customer Last Name. Enter a customer Email. 4. Click Search. A list of customer records matching the search criteria displays. Advanced Search: enables you to search for customers by any field defined in the customer record. You can create nested queries by using AND logical operator. Also, you can look for multiple values Version 8.0 Rev. 1.0 102

for a field of pick list data type. Use the advanced customer search feature to search for a larger set of both default and custom customer fields than are available in basic search. To perform an advanced search, click Advance link from the simple search window. Figure 63: Customer > Advanced Search Searching for Cases By default, the Cases tab lists customers assigned to you. Additionally, you can access cases records: Assigned to your group created by you case records in draft state all case records Note: Ability to view, create, edit, and delete case records are available to you if your administrator grants privileges. You can search and retrieve case records by performing basic or advanced search. Basic Search: enables you to search for cases : o o o o by Case Number by Case Subject created by specific agents or customers assigned to specific agents or groups To perform a basic case search: Version 8.0 Rev. 1.0 103

1. In the Navigation Panel, click Home. The CRM home page opens in the Display Panel. 2. In the case area toolbar, click Search. The Agent Console displays the basic case search tab. Figure 64: Case > Basic Search 3. Click Search to retrieve all cases. OR Perform any or all of the following: o o o o Enter a Case Number. Enter a Case Subject. Select an agent or customer who created a case. Select an agent, or group to retrieve cases assigned to them. 4. Click Search. A list of case records matching the search criteria displays. 1. Click Search to OR Perform o o o o Enter a Case Number. Enter a Case Subject. Select an agent or customer who created a case. Select an agent, or group to retrieve cases assigned to them. 2. Click Search. A list of case records matching the search criteria displays. Advanced Search: enables you to search for cases by any field defined in a case record. You can create nested queries by using AND logical operator. Also, you can look for multiple values Version 8.0 Rev. 1.0 104

for a field of pick list data type. Use the advanced case search feature to search for a larger set of both default and custom case fields than are available in basic search. To perform an advanced search, click Advance link from the simple search window. Figure 65: Case > Advanced Search Searching for Tasks You can search and retrieve task records by performing basic or advanced search. Basic Search: enables you to search for tasks: o o o o by Task Number by Task Subject created by specific agents assigned to specific agents To perform a basic search for tasks: 1. In the Navigation Panel, click Home. The CRM home page opens in the Display Panel. 2. In the Task area toolbar, click Search. The Agent Console displays the basic case search tab. Version 8.0 Rev. 1.0 105

Figure 66: Task > Basic Search 3. Click Search to retrieve all tasks. OR Perform a search based on any or all of the following task fields using a suitable search operator: o o o o Enter a Task Number. Enter a Task Subject. Select an agent who created a task. Select an agent, or group to retrieve tasks assigned to them. 4. Click Search. A list of task records matching the search criteria displays. Advanced Search: enables you to search for tasks by any field defined in a task record. You can create nested queries by using AND logical operator. To perform an advanced search, click Advance link from the simple search window. Version 8.0 Rev. 1.0 106

Figure 67: Task > Advanced Search Creating and Editing Customer Records You can create a new customer record at any time using the New Customer link in the Customers tab provided your administrator has granted the privileges. During an interaction processing, Virtual Contact Center searches the Local CRM for existing matching data. In the absence of matching customer records, agents are prompted to enter a new record through the screen pop. This section describes the use of the default customer fields. Depending on how your contact center administrator has configured your Local CRM, the customer creation tool may display additional customer fields. To create a customer record: 1. Click New Customer link in the Customers tab. The Agent Console displays the Create New Customer page. Version 8.0 Rev. 1.0 107

Figure 68: Agent Console, Create New Customer page 2. In the Create New Customer page, in the First Name and Last Name text entry areas, type the customer's first and last name. You must specify the customer's first and last name before you can save the new customer record. 3. In the Email text entry area, type the customer's email address. Each customer email address must be unique: To prevent a single customer email address from receiving multiple Support Center access credentials, the Agent Console uses the Internal CRM to verify the uniqueness of each customer email address. The Agent Console uses the customer's email address to send the customer their optional Support Center access credentials. 4. To require that the customer specify an account number and password to access the contact center's Support Center, perform the following: Version 8.0 Rev. 1.0 108

a. Select Restrict customer's access to Support Center. b. To specify the customer's Support Center password yourself, in the Password text entry area type a password. c. To have the Agent Console create the customer's Support Center password, select Generate password automatically. When you save the new customer record, the Agent Console sends the customer's Support Center access credentials to the email address specified in the Email text entry area. 5. In the Primary Address and Secondary Address areas, specify the customer's address information. 6. Perform one of the following To send all information contained in the Description text entry area to the email recipients specified in the To, Cc, and Bcc areas, click Save. Before clicking Save, verify that the contents of the Description text entry area contains only information that should be transmitted to all message recipients. To save a draft of an incomplete case record, click Save as Draft. To view saved drafts of customer records, see Filtering Lists of Customer or Cases, on page 1. Managing a Customer Record After you create and save a case record, you might want to edit the information many times during the life cycle of a case. To edit a customer record: 1. Click Customers tab. A list of your cases shows. 2. Select and open a customer record from the list by clicking on the customer name. 3. Click one of the actions items to view, edit, or delete the customer record. Version 8.0 Rev. 1.0 109

Creating and Editing Case Records When you process an interaction with an existing customer, you create or edit a case record of the interaction either during or after the interaction. You can create, edit and save a case record, which the CRM pulls out during the next interaction with the same customer enabling you to process the case efficiently. You create follow-up records to handle subsequent interactions with the customer regarding the same case. At times, when a customer needs information, you may respond by emailing the case information to them. The Cases tab allows you to: Create a case record Edit an existing case record Create a follow-up record Send notification of case information Best Practice: Edit an existing case record if you wish to re-word a case record or change the case attributes such as Status, Priority, Severity etc. Create a follow-up record for each subsequent interaction of the same case. The procedure in this section describes the use of the default customer fields. Depending on how your contact center administrator has configured your Local CRM, the customer creation tool may display additional customer fields. While creating a case, you can notify it to the customer. To create a case record: 1. Click New Case link in the Cases tab. By default, the Agent Console displays the Create New Case page. Version 8.0 Rev. 1.0 110

Figure 69: Agent Console, Create New Case tool, Properties tab If your administrator enables HTML support for CRM, the CRM rich text editor shows. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 123. 2. In the Create New Case page, choose case attributes and add comments to create a case record. 3. Optionally, click Notify to send case notification to customer. a. Select the From address from the drop down menu if it fails to populate automatically. b. Select the To address from the list of recipients if not populated automatically. Select Cc and Bcc recipients if needed. Note: Based on the configuration of your contact center, the To email addresses may populate automatically eliminating the need to manually enter the information. You will still need to add Cc and Bcc addresses from the available list of recipients or manually. c. In the Subject and Description text entry areas, type the subject and message regarding the case if you did not enter this information in the Properties tab. Note: If HTML support is enabled, you can create content in the Description field using CRM rich text editor. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 123. d. Select Signature for the email message. Version 8.0 Rev. 1.0 111

Note: You must set the right values for default from and default signature fields in your profile to automatically populate the From and Signature fields in the Notification tab. 4. Optionally, insert FAQs or attach files to the case record. You can insert FAQ using shortcuts or by browsing through the FAQ Knowledge base. Shortcuts link to the FAQs. For details, See "Inserting FAQ Responses into Emails " on page 91 To insert an FAQ shortcut, enter the shortcut and click Insert FAQ. Click Browse FAQ to browse through the FAQ knowledgebase and insert the desired FAQ responses either as full text or links. Attach files by browsing or by dragging files from the local file system. 5. Perform one of the following tasks: Click Save as Draft to save a draft of an incomplete case record. Click Save to save a completed case record. You can access and edit the case record later. Click Send to mail the case record. If the To and From addresses populate automatically, the mail is sent successfully creating a case record. Note: Based on the configuration of your contact center, the To and From email addresses may populate automatically eliminating the need to manually enter the information. If your contact center configuration does not allow automatic populating, enter addresses manually. To view saved drafts of case records, see Filtering Lists of Case or Cases, on page 1. Managing a Case Record After you create and save a case record, you might want to edit the information many times during the life cycle of a case. To edit a case record: 1. Click Cases tab. A list of your cases shows. 2. Select and open a case from the list by clicking on the case number. Version 8.0 Rev. 1.0 112

3. Click on one of the actions items to view, edit, or delete the case record. Downloading CRM Attachments Based on the privileges granted to you, you either have the ability to open and save the CRM attachments from emails by clicking the attachments or be restricted to just saving them locally before opening them. With this restriction, you can exercise caution before opening an attachment and look out for insecure attachments. Creating Follow-up Records When you process an interaction with an existing customer, you create or edit a case record of the interaction either during or after the interaction. You can create, edit and save a case record, which the CRM pulls out during your next interaction with the same customer enabling you to process the case efficiently. You create follow-up records to handle subsequent interactions with the customer regarding the same case. You may notify customers of the follow-up information. The procedure in this section describes the use of the default follow-up attribute fields and lists. Depending on how your contact center administrator has configured your Internal CRM, the follow-up creation tool may display non-default follow-up attributes. Virtual Contact Center creates follow-up records automatically when you respond to email interactions. Replying to a case also creates a new follow-up record. To create a follow-up record: 1. Click the Cases tab and open a case. The case record opens. 2. Click Reply link or New Follow-up link. By default, the Agent Console brings up the Create New Follow-up page. Version 8.0 Rev. 1.0 113

Figure 70: Agent Console, Create New Follow-up, Properties tab If your administrator enables HTML support for Local CRM, the CRM rich text editor shows. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 123. If you are processing an email interaction, you can also use the Control panel, Email tab, to create a follow-up record. For information about creating a follow-up record while processing an email interaction, see Processing Email Interactions, on page 87. 3. In the Create New Follow-up page, update follow-up attributes and add comments. 4. Optionally, select Reply or Reply All to notify customers of the follow-up. a. Select the From address from the drop down menu if it fails to populate automatically. b. Select the To address from the list of recipients if not populated automatically. Select Cc and Bcc recipients if needed. Note: Based on the configuration of your contact center, the To email addresses may populate automatically eliminating the need to manually enter the information. You will still need to add Cc and Bcc addresses from the available list of recipients or manually. c. In the Subject and Description text entry areas, type the subject and message regarding the Version 8.0 Rev. 1.0 114

case if you did not enter this information in the Properties tab. Note: If HTML support is enabled, you can create content in the Description field using CRM rich text editor. For more information on using CRM rich text editor, refer to Understanding Rich Text Editor, on page 123. d. Select Signature for the email message. Note: You must set the right values for default from and default signature fields in your profile to automatically populate the From and Signature fields in the Notification tab. 5. Optionally, insert FAQs or attach files to the follow-up record. You can insert FAQ using shortcuts or by browsing through the FAQ Knowledge base. Shortcuts link to the FAQs. For details, See "Inserting FAQ Responses into Emails " on page 91 To insert an FAQ shortcut, enter the shortcut and click Insert FAQ. Click Browse FAQ to browse through the FAQ knowledge base and insert the desired FAQ responses either as full text or links. Attach files by browsing or by dragging files from the local file system. 6. Perform one of the following tasks: Click Save as Draft to save a draft of an incomplete case record. Click Save to save a completed case record. You can access and edit the case record later. Click Send to mail the case record. If the To and From addresses populate automatically, the mail is sent successfully creating a case record. Note: Based on the configuration of your contact center, the To and From email addresses may populate automatically eliminating the need to manually enter the information. If your contact center configuration does not allow automatic populating, clicking Send takes you to the Notification tab. To view saved drafts of case records, see Filtering Lists of Case or Cases, on page 1. Creating and Editing Tasks A Task refers to a call, an email, a meeting, a chat or any other type of contact made with a customer. A task organizes and helps you track all interactions associated with a customer. The task object serves to create, and manage all tasks you plan to perform or have performed, such as making calls or sending mails. If your contact center is configured to generate auto logs for interactions,virtual Contact Center converts these logs to task records and associates them to relevant cases and customers. For example, A call log or a chat log generated on terminating an interaction is saved as a task. Version 8.0 Rev. 1.0 115

You can create independent tasks to schedule a phone call to a customer, and set a reminder. A reminder pops up a few minutes before the scheduled call. Features Task fields are customizable. You can add new fields, and edit existing fields. Interactions logs for phone and chat are saved as tasks. Tasks are automatically created for all campaign calls that are processed. Tasks are created for calls scheduled during a campaign. An agent creates, views, edits, and searches for tasks. An agent can view all tasks assigned to her, and also list all tasks pertaining to a customer. Creating a Task You can create a task two ways: Create an independent task: In the Tasks tab, you can create an independent task or associate it to a customer. Create a task for a customer: In the Customers tab, open a customer record and create a new task. The task is automatically associated with the customer. To create an independent task: 1. Click Tasks tab. A list of your open tasks shows by default. 2. Click the New Task link. Version 8.0 Rev. 1.0 116

Figure 71: Create New Task Search and open a customer record, and click Create under the Task section. 3. Enter the details of a task. The task fields are customizable in your CRM. You may create custom fields, or edit the existing fields. a. Status: When you create a task, assign a status to indicate how the task progresses. Note: Pick list values are customizable. b. Phone: Optionally, enter the phone number of the customer. c. Media Type: Refers to the media of a task such as phone, email, chat, or voicemail. d. Due Date: Select a date to complete the task using the calendar. This enables a reminder. You can check the reminder option to automatically generate a reminder. e. Assigned To: By default, the task is assigned to the agent who creates it. To assign it to another user, select a user from the drop down list. You can assign a task to a single user only. f. Email: Optionally, enter the email address of the contact. g. Call Type: inbound, outbound, and Direct Agent Access. h. Subject: Enter a subject or short description of the task. i. Description: A note describing the task. j. Enable Reminder: Optionally, check the box to set a reminder on the task. This option is enabled only if you specify a due date. 4. Click the Customers list link to associate it with an existing customer. 5. Click Save. You have created a task successfully. If you enabled a reminder, a reminder pops up at the specified time interval before the scheduled call. Version 8.0 Rev. 1.0 117

Figure 72: Task Reminder Pop-up window 6. Click the Scheduled Call to view the task details and the associated customer record. The reminder continues to pop until the task is completed, or dismissed. To create a task for an existing customer: 1. Open a customer record and scroll down to the Tasks area. 2. Click the New Task link. Figure 73: Create a task for a customer Version 8.0 Rev. 1.0 118

3. Enter the desired attributes to the new task. Note: The task is associated with the customer. 4. Save the task. Managing a Task To edit a task: 1. Click Customers tab. A list of your cases shows. 2. Select and open a customer record from the list by clicking on the customer name. 3. Click one of the actions items to view, edit, or delete the customer record. Viewing a Task History You can view task record details including the changes a task has gone through since its creation. Version 8.0 Rev. 1.0 119

Listing Tasks of a Customer You can list all tasks pertaining to a customer record. To list all tasks: 1. Navigate to a customer record and click the triangle next to Tasks. in The tasks area expands showing all the tasks associated with the customer. Version 8.0 Rev. 1.0 120

Figure 74: Listing Tasks of a customer A list of tasks associated with the customer record shows. Click on any record to view the task details. Deleting CRM Data You can delete customer, case, and task records from the Local CRM if your contact center administrator has granted permissions. If you do not have the privileges, you cannot delete data. Before you begin Before deleting CRM data, note that: Deleting a customer record permanently removes the customer information as well as all associated cases, follow-ups, and attachments. Deleting a case record permanently removes the case information as well as all associated follow-ups and attachments. You cannot restore any portion of deleted CRM records. Version 8.0 Rev. 1.0 121

To delete CRM data: 1. Log in to Agent Console. 2. From the three CRM tabs (Customers, Cases, Tasks), select the object you wish to delete the data from. You can delete customers, or cases, or tasks based on your permissions. Figure 75: Virtual Contact Center CRM Home Page 3. Click Delete action tool next to the CRM record to delete records individually. You are prompted to confirm. OR 4. Click Basic or Advanced Search to search and retrieve the data records you wish to delete. Figure 76: Retrieving Specific CRM Data 5. From the list, select desired records and click Delete Selected. Version 8.0 Rev. 1.0 122

A message indicates the number of records selected for deletion and warns all data associated with the records will be deleted as well. 6. Click Ok to proceed. 7. To delete all records: a. Click Delete All. You are prompted to enter your password to prevent accidental deletion. b. At the prompt, enter your password to log in to Agent Console. c. Click Delete Now. Understanding Rich Text Editor If support for HTML Email is enabled, agents gain access to a rich text editor in the following pages of the Agent Console: CRM Create Case CRM Edit case (for non-read-only cases) CRM Create Follow-up CRM Notification of cases and follow-up records The rich text editor is Unicode compatible and fully localized. Version 8.0 Rev. 1.0 123

Figure 77: CRM Rich Text Editor The rich text editor on the Agent Console allows you to create, or edit cases and follow-up records with the following features: Rich font Properties Insert Images Insert Hyperlinks Insert HTML formatted FAQ Insert HTML formatted Signature Easy to use Spell Checker Summarizing the Menu Elements of Rich Text Editor The rich text editor on the Virtual Contact Center CRM lets you create or edit cases, and follow-up records with varying indent options, font types, font sizes, font styles, paragraph styles, and lists. The following table lists the name and role of each menu element in the rich text editor: Table 6: CRM Rich Text Editor, Menu Element Options Element Name Role Values Font Name Set the text font family Arial (Default) Arial Black Comic Sans MS Courier New Version 8.0 Rev. 1.0 124

Element Name Role Values Lucida Console Tahoma Times New Roman Trebuchet MS Verdana Font Size Set the text font size 8, 9, 10, 11, 12, 13 (Default), 14, 16, 18, 24, 36 Font Style: Bold font Style: Italic Set the font boldface attribute Set the font italic type Font Style - Underlined Underline the selected text Font Style: Subscript Font Style: Superscript Font Style: Front color Turn the selected text into a subscript Turn the selected text into a superscript Set the font front color Font Style: Background Set the font background color color Insert Item: HTML Link Insert an HTML link URL to a WEB page Insert Item: Image Insert an image URL to a WEB image Indentation Positions the text in the editor Left, Center, Right, Justify Paragraph Style Set a paragraph style to the selected text Normal (default) Header 1 Header 2 Header 3 Header 4 Header 5 Header 6 Version 8.0 Rev. 1.0 125

Description - Inserting an Image The CRM rich text editor enables you to insert images while creating cases and follow-up records. In the Description field, you can choose to insert an image by placing the cursor in the desired location. To insert an image: 1. In the CRM home, click Create a case or a follow-up. The properties tab opens. Figure 78: CRM page, Create Follow-up, Properties tab 2. Enter the Subject and Description. 3. In the Description field, place the cursor where you want to insert an image. 4. Click from the menu. You may be prompted to allow scripted windows by your browser. Version 8.0 Rev. 1.0 126

Figure 79: Create follow-up, Insert Image 5. Click where instructed and then click Temporarily Allow Scripted Windows option in the contextual menu. 6. Click again. A dialog box opens prompting for a valid image URL. Figure 80: Insert Image, URL prompt 7. Enter a valid URL and click OK. The image at the specified URL gets inserted in the description. Version 8.0 Rev. 1.0 127

Figure 81: CRM page, Create Follow-up, Image inserted Note: You can resize images in the editor by pulling on the image handlers. Description - Inserting a Hyperlink The CRM rich text editor enables you to insert hyperlinks while creating cases and follow-up records. In the Description field, you can choose to insert hyperlinks by selecting a text string and linking it to a valid URL. When you click on the linked text, the browser opens the hyperlink. To insert a hyperlink: Version 8.0 Rev. 1.0 128

1. In the CRM home, click Create a case or a follow-up. The properties tab opens. Figure 82: CRM page, Create Follow-up, Properties tab 2. Enter the Subject and Description. 3. In the Description field, select text to be displayed as the hyperlink. 4. Click from the menu. You may be prompted to allow scripted windows by your browser. Version 8.0 Rev. 1.0 129

Figure 83: Create follow-up, Insert Hyperlink 5. Click where instructed and then click Temporarily Allow Scripted Windows option in the contextual menu. 6. Click again. A dialog box opens prompting for a valid image URL. Figure 84: Insert Hyperlink, URL prompt 7. Enter a valid URL and click OK. The link gets inserted in the Description. If you click on the linked text, a new browser opens the hyperlink. Version 8.0 Rev. 1.0 130

Figure 85: CRM page, Create Follow-up, Hyperlink inserted Description - Inserting a FAQ You can create HTML formatted FAQs to send to customers. If your contact center has prepared answers for frequently asked questions (FAQs), and those answers include shortcut definitions, you can use those shortcuts to quickly insert the prepared answers into chat responses, email responses, and email notifications while creating cases and follow-up records. To insert FAQ: 1. In the Notification tab, place the cursor in the Description field where you wish to insert FAQ. 2. In the control panel, enter a shortcut FAQ and click Insert FAQ. The FAQ content gets inserted in the response. Version 8.0 Rev. 1.0 131

Figure 86: Create Case, Notification tab, Insert FAQ Description - Inserting a Signature You can create elaborate HTML formatted signatures to be rendered in the email notifications sent to customers by creating a signature in your profile, saving it, and inserting in the Description field of notification emails. To create a signature: 1. Click My Profile in the navigation bar. 2. Create a signature using HTML tags and save in your profile. To insert a signature: 1. In the Notification tab, place the cursor in the Description field where you wish to insert signature. 2. Click Insert Signature. Your HTML formatted signature gets inserted in the email content. Version 8.0 Rev. 1.0 132

Figure 87: Create case, Notification tab, Inserted signature Description - Spell Checking The spell checker in the rich text editor scans and flags the words that may be spelled incorrectly. The spell checker highlights all unknown words. You can replace the highlighted words with a suggestion or ignore it. Note: You do not have Ignore choice on the context menu. You should simply ignore the words by not clicking on them. To spell check your content in Description field: 1. Click. The spell checking mode is turned on and turns off text editing or text formatting mode. The spell checker highlights all unknown words with yellow color. 2. Click on a highlighted word to bring up a pop-up window with a list of suggested words. Version 8.0 Rev. 1.0 133

3. Replace it with a suggested word or ignore it. 4. When all the spell checking is done, Click to turn off the spell checking mode and return to the normal editing mode. Creating CRM Reports Each agent can use their Agent Console account to create and save CRM reports that summarize their customer and case activity. CRM reports can be viewed in a browser window. If your computer has Microsoft Excel installed, you can generate a report as an Excel spreadsheet. Creating a CRM Customer Report Virtual Contact Center provides you the ability to create custom reports to extract desired customer data. To create a CRM Customer Report: 1. Go to Customers tab. 2. In the header area, click Report. The Agent Console displays the Customer Reports page. Version 8.0 Rev. 1.0 134

Figure 88: Agent Console, Customer Reports page In the Customer Reports page, the Customer Reports list contains no choices. 3. In the Customer Reports page, click New Report. The Agent Console displays the first of three Reports Wizard pages. Figure 89: Agent Console, Customer Report Wizard, Step 1 If your contact center administrator has added custom fields to your Local CRM, those custom fields appear in the list of fields. 4. In the Customer Report Wizard, Step 1 of 3: Version 8.0 Rev. 1.0 135

a. In the Report Title text entry area, enter the name of this report. b. In the Fields to Include area, select the fields included in this report. c. Click Next. The Agent Console displays the next step in the wizard. Figure 90: Agent Console, Customer Report Wizard, Step 2 5. In step 2, for each customer field you chose in step 1 of the Customer Report Wizard (Figure 89), create optional filtering statements. a. For each of the report fields, chose a logical operator, then in the adjoining text entry area type (or if applicable, choose) a filter. b. Click Next. The Agent Console displays the third of three Reports Wizard pages. Version 8.0 Rev. 1.0 136

Figure 91: Agent Console, Customer Report Wizard, Step 3 6. In the Step 3: Specify a company from the existing list of customer base by clicking the search link. Choose the primary and secondary report fields the Agent Console uses to order the data contained in the customer report, then choose the two fields' sort order. 7. Produce and save the report. Perform one of the following: To save the report configuration without running the report, click Save. To run the report without saving the report configuration, click Run. To run the report and save the report configuration, click Save and Run. If the agent computer has Microsoft Excel installed, to produce the report in the agent computer's Microsoft Excel program without saving the report configuration, click Run in Excel. After the Agent Console produces the report in Excel, in the Customer Report Wizard click Save to save the report configuration. Creating a CRM Case Report A CRM case report provides both customer and case information. The customer-related fields appear in Case, Follow-Up, and Attached fields and can be used to filter report data. Version 8.0 Rev. 1.0 137

Note: The Description field displays only the first 256 characters on reports. Virtual Contact Center provides three reports by default. You cannot edit these reports. Internal Case Report: Supervisor Case Report: Management Case Report: To run a default CRM Case Report: 1. Go to Cases tab. 2. In the header area, click Report link. The Agent Console displays the Case Reports page. Figure 92: Agent Console, Case Reports page The Case Reports list contains three default case reports: Internal Case Report Supervisor Case Report Management Case Report 3. To run one of the default reports, select a date range and click Run next to the desired default report. If you wish to create your own report, follow the steps below. To create a new CRM Case Report: 1. In the Case Reports page, click New Report link. The Agent Console walks you through the three step report wizard. Version 8.0 Rev. 1.0 138

Figure 93: Agent Console, Case Report Wizard, Step 1 If your contact center administrator has added custom fields to your Internal CRM, those custom fields appear in the list of fields. 2. In the Case Report Wizard, Step 1 of 3: a. In the Report Title text entry area, type the name of this report. b. In the Fields to Include area, select the fields included in this report. c. Click Next. The Agent Console displays the second of three Reports Wizard pages. Version 8.0 Rev. 1.0 139

Figure 94: Agent Console, Case Report Wizard, Step 2 3. In the Case Report Wizard, Step 2 of 3, for each customer and case field you chose in step 1 of the Case Report Wizard (Figure 93), create optional filtering statements. a. For each of the report fields, choose a logical operator, then in the adjoining text entry area type (or if applicable, choose) a filter. b. Click Next. The Agent Console displays the third of three Reports Wizard pages. Figure 95: Agent Console, Case Report Wizard, Step 3 4. In the Step 3, choose the primary and secondary report fields the Agent Console uses to order the Version 8.0 Rev. 1.0 140

data contained in the case report, then choose the two fields' sort order. 5. Produce and save the report. Perform one of the following: To save the report configuration without running the report, click Save. To run the report without saving the report configuration, click Run. To run the report and save the report configuration, click Save and Run. If the agent computer has Microsoft Excel installed, to produce the report in the agent computer's Microsoft Excel program without saving the report configuration, click Run in Excel. After the Agent Console produces the report in Excel, in the Case Report Wizard click Save to save the report configuration. Creating a CRM Task Report You can extract specific task information by generating customized task reports. Agent Console allows you to create a custom task report in just three simple steps using a wizard. The reporting wizard allows you to select the specific data you wish to report on. For example, you can generate a report to summarize the tasks generated in a particular month. To generate a report for tasks: 1. Log into the Agent Console and navigate to Tasks tab. 2. Click Report link in the header area. 3. Click New Report link in the Tasks Reports page. Figure 96: Generating Task Report Note: To edit an existing report, select the report from the drop down list of Task Reports and click Edit. 4. Enter a report title, specify a layout, and select the fields to include in the report. Version 8.0 Rev. 1.0 141

Figure 97: Generating Task Report - Step 1 5. Apply filters by specific fields to further customize your report data and click Next. Figure 98: Generating Task Report - Step 2 Version 8.0 Rev. 1.0 142

6. Specify the order to sort data in the report. Figure 99: Generating Task Report - Step 3 7. Click Save and Run to generate the report. Figure 100: Sample Task Report Version 8.0 Rev. 1.0 143

Posting and Viewing Notification Messages Agents can use the Agent Console to send notification messages ("notices") to one or more agent groups. All agents in the selected agent group receive the notice. Agents logged in to the Agent Console receive the notice immediately. Agents who are not logged in receive the notice the next time they log in to the Agent Console. Sending a Notification Message Perform the procedure in this section to send a notice to one or more agent groups. Figure 101 shows the Control panel tools you will use to send a notice. Figure 101: Agent Console, Post Notices tab To send a notice: 1. In the Agent Console, select the Notices tab, then click the Post Notices tab. The Agent Console displays the Post Notices tab. 2. In the Post Notices tab, in the Group list, select a group or select All to send the notice to all agent groups. Version 8.0 Rev. 1.0 144

You must select at least one agent group before you can send the notice. 3. In the Priority area (Figure 101), choose the priority level of the message or choose Pop-up. If you choose Pop-up, the Agent Console displays the notice as a pop-up message that disables all recipients tools until the agent selects the message box and clicks Close. Viewing Notification Messages Perform the procedure in this message to view a notice. Figure 102 shows the Control panel tools you will use to view a notice. Figure 102: Agent Console, View Notices tab To view a notice: 1. In the Agent Console, select the Notices tab, then click View Notices. The Agent Console displays the View Notices tab. 2. In the View Notices tab, in the New Notices area, the Agent Console lists all your unread notices. The Old Notices area retains your previously viewed notices until you log out of the Agent Console. Version 8.0 Rev. 1.0 145

Using the Collaborate Feature If your Agent Console account includes the Collaborate desktop sharing tool, you can use Collaborate to connect to a customer's computer and directly control that computer for purposes of providing hands-on assistance. When you use Collaborate to connect to a customer's computer, the customer sees every action you perform in real-time, and can disconnect their computer from the Collaborate session at any time. Overview of a Collaborate Desktop Sharing Session Using the Collaborate feature to provide hands-on assistance to a customer consists of the following highlevel tasks: 1. In the Agent Console, use the Collaborate page to generate a unique Collaborate session identifier. 2. Send the Collaborate session identifier and the URL of the Collaborate Web page to the customer, then help the customer connect to the Collaborate session. 3. In the Agent Console, use the Collaborate feature to connect to the customer's computer. 4. Use the Collaborate feature to provide hands-on assistance. Before Running Collaborate For The First Time If your Agent Console includes access to the Collaborate feature, contact your contact center supervisor to verify that your computer and network configuration will permit the use of the Collaborate feature. Establishing a Collaborate Session Perform the procedure in this section to establish a Collaborate session. To establish a Virtual Contact Center Collaborate session: 1. In the Agent Console, in the Navigation bar, click Collaborate. The Agent Console displays the Collaborate page. Version 8.0 Rev. 1.0 146

Figure 103: Agent Console, Collaborate page 2. In the Collaborate page, click Generate Session. The Agent Console creates a unique Collaborate session code and places the code in the Session Code text entry area. To the right of the Session Code text entry area, the Agent Console lists the URL of the Collaborate Web page. 3. Help the customer connect to the Collaborate session. a. Communicate the URL of the Collaborate Web page and the unique Collaborate session code to the customer. You can use phone, chat, or email to provide the customer with the information they will need to connect to the Collaborate session. b. After the customer connects to the Collaborate Web page, direct the customer to paste the Collaborate session code into the Enter Session Code text entry area then click Share My Computer. Figure 104 illustrates the Collaborate Web page, Share My Computer dialog. Figure 104: Collaborate Web page, Share My Computer dialog c. When the customer is prompted to run or save the program file downloaded by the Collaborate Version 8.0 Rev. 1.0 147

feature, direct the customer to click Run. If the customer receives an additional warning that the program's publisher could not be verified, direct the customer to click Run. d. When the Collaborate session prompts the customer to accept or reject the Collaborate session, direct the customer to click Yes. e. Point out to the customer that the Collaborate session displays a Disconnect Now button that the customer can use to immediately end the Collaborate session. 4. In the Agent Console, in the Collaborate page, click Launch Viewer. The Agent Console creates a new browser session, then connects that session to the customer's computer. You can now use the Collaborate session to directly control the customer computer for purposes of providing hands-on assistance. 5. To end the Collaborate session, in the session window click Disconnect. You can also direct the customer to click their Collaborate session's Disconnect Now button. Version 8.0 Rev. 1.0 148

GLOSSARY A Administrator The person who uses the Configuration Manager to configure the contact center's resources and behaviors. An Administrator can be the Primary Administrator with unrestricted access to all the configuration objects or a Role Based Administrator with full or partical configuration rights. Agent Agents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Agent Console Virtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. Application Programming Interface (API) An application programming interface (API) defines the way an external program can request services from another program. See also, Virtual Contact Center Integrations. Automatic Call Distribution (ACD) ACD uses the number called and programmable call distribution logic to route incoming telephone calls to agents with the skills necessary to efficiently process the interaction. Automatic Number Identification (ANI) ANI identifies the origination number of a call offered to an Agent. B Billing Telephone Number (BTN) For customers with multiple separate telephone numbers, the BTN consolidates those multiple numbers under a single phone number for billing purposes. Version 8.0 Rev. 1.0 149

C Call Treatment Choice Refers to choices within a schedule which allows a time based selection of treatment choices when interactions enter a Virtual Contact Center tenant. Caller Name (CNAM) An enhanced Caller ID feature that displays both the number and name for an incoming voice call. To provide the value-added CNAM service, the carrier uses the originating caller's phone number to locate the caller's name in the carriers' names database, then transmits both the number and name to the CNAM-enabled customer. Calling Line Identifier (CLI) The intended display number of the calling party. In some network configurations, the CLI contains the calling party's Billing Telephone Number (BTN) or Charged Party Number (CPN) to be displayed instead. Channel Phone, email, or Web chat interactions arrive at a tenant on a channel. Virtual Contact Center uses skills based routing rules to place interaction requests into the appropriate Queue. Collaborate See Desktop Sharing. Computer Telephony Integration (CTI) CTI allows data associated with an incoming call or chat request to be presented to the responding agent in real-time. Virtual Contact Center CTI typically presents this data as a "screen pop". Configuration Manager (CM) The portion of the Virtual Contact Center application used by the contact center's administrator to define and configure the resources and operational behaviors of the center's tenant. CRM API The CRM API component of the Virtual Contact Center Integrations enables third-party processes to access the internal CRM data. Version 8.0 Rev. 1.0 150

Custom Role An administrator defined role with custom privileges is called a custom role. Any role other than the system defined Super User role is referred to as the custom role. Customer Relationship Management (CRM) The Virtual Contact Center CRM stores the contact center's customer, case, and follow-up data. Numerous third-party CRM products also exist. Two examples of third-party CRM applications are Salesforce and NetSuite. D Desktop Sharing If authorized, an agent can use the Collaborate Desktop Sharing feature to view and control a customer s remote computer for purposes of providing assistance. Direct Agent Access In an IVR script, direct agent access permits a caller to reach an agent directly rather than through skills-based routing logic. E Email Script A set of instructions that determine and direct the treatment and routing of an incoming email interaction. G Group A group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members. I Interactive Chat Response (ICR) Interactive Chat Response specifies the message sent in response to a new chat interaction. Version 8.0 Rev. 1.0 151

Interactive Voice Response (IVR) IVR enables touch tones to guide customer interaction with the contact center. For example, an IVR script could direct a caller to Press 1 to be connected to Sales or Press 2 to be contacted to Support. Intra Day Scheduler Refers to the functionality of the tenant that allows creating multiple recurring choices within a day. IVR Script A set of instructions that prompts callers to choose options, then uses those choices to determine the optimal routing of an incoming phone interaction. See also, Interactive Voice Response. O Outbound Phone Codes Outbound Phone codes offer a means to set a specific calling line identifier (caller ID) and optional outbound queue for outbound calls from your tenant. Outbound Phone Codes also may be used to track the purpose of an outbound call. P Primary Administrator An adminstrator with unrestricted access to all the configuration objects in the Configuration Manager. Q Queue A queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. R Reporting API The Reporting API component of the Virtual Contact Center Integrations enables third-party processes to access statistical reporting data, and status information. Version 8.0 Rev. 1.0 152

Responsible Organization (RespOrg) The entity that controls and maintains a phone number. Telephone carriers are the most common type of RespOrg. 8x8's provisioning department processes the RespOrg orders required to direct your contact center's phone numbers to your Virtual Contact Center client Role A role defines a set of privileges to configure a Virtual Contact Center tenant. A role can be system defined or administrator defined. Role Based Administrator An administrator who assumes a role with full or partial configuration rights to the Virtual Contact Center. Role Based Management Role Based Management is the functionality of Virtual Contact Center that allows a tenant to distribute the configuration management functionality among multiple roles. S Screen Pop The Screen Pop component of the Virtual Contact Center Integrations enables third-party CRMs to display information in the Agent Desktop. See also, Computer Telephony Integration. Service Level Agreement (SLA) A commitment to process some number of interactions within a specific period of time. Service Levels are generally defined as X percent of interactions answered within Y seconds measured over Z minutes. In the Configuration Manager, use a queue's SLA tab to generate an alert whenever interaction processing levels fall below a specified commitment level. Skill A qualification that associates a particular queue to an agent. Skill Levels For each agent, Virtual Contact Center uses high, medium, and low skill level identifiers to prioritize the distribution of interactions across the pool of available agents. Version 8.0 Rev. 1.0 153

Status Codes The Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on. Super User The system defined role with unrestricted access to configure all administrative areas of the Configuration Manager. Primary Administrator inherits the Super User role automatically. Multiple administrators can be assigned to the Super User role. Privileges to the Super User role cannot be edited or revoked. Supervisor An agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Support Center In Configuration Manager, use the Support Center page to create customer-facing support Web page for your contact center, and specify the contact -- FAQs, desktop sharing, chat, email -- available from that page. T Tenant Your unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting. Transaction Code The Transaction Codes feature enables agents to supply supplemental information about the reason for or outcome of an interaction. Transaction codes provide enhanced metrics or enable the calling line ID on an outbound call to be modified. For example, transaction codes could be created for different categories of sales activities such as Initial Contact, Prospect, Customer Satisfied, and so on. Version 8.0 Rev. 1.0 154

Triggers The Triggers component of the Virtual Contact Center Integrations invokes a remote third-party process whenever an agent creates, deletes, or edits internal CRM record. V Virtual Contact Center A contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. Virtual Contact Center Integrations Suite An optional package containing the CRM API, Screen Pop, Triggers, and Reporting API components. Voice over IP (VoIP) The use of the Internet Protocol (IP) to carry telephone calls. W Wallboard The 8x8 Wallboard for Virtual Contact Center presents real time metrics of your contact center operations allowing supervisors to manage customer demand proactively. Web Application Programming Interface (WAPI) Deprecated term for the optional 8x8 Integrations package. Weekly Schedule Defines recurring day-of-week/time-of-day treatment choices. These are typically normal business hours. Schedules follow the defined weekly pattern unless superseded by date-specific Special Events. Version 8.0 Rev. 1.0 155