Contact Center Anywhere Interaction Manager Guide

Oracle Contact Center Anywhere
Interaction Manager Guide
Version 8.1.3
May 2009
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Contents
Chapter 1:
What’s New in This Release
Chapter 2:
Launching Interaction Manager
Starting and Logging In
13
Managing Login Error Messages
14
Error Message: Mismatched API 14
Forcing a Logout Due to Inactivity 14
Account Locked: Contact Your Administrator
About Java Applet Error Messages 15
Chapter 3:
Getting Started
About Interaction Manager
17
Interactions, Projects, and Workgroups 17
Features and Benefits of Interaction Manager
Screen Components of Interaction Manager
Toolbar 19
Sidebar 20
Interaction Control Bar 20
Interaction Manager Banner
Workspace 21
Bottom Bar 22
Interaction Tab 22
18
18
21
Customizing Interaction Manager
Resizing Your Workspace Area
Chapter 4:
15
22
22
Configuring Interaction Manager
Specifying Sounds for New Interactions
Identifying Your Email Program
Playing a Welcome Prompt
Working Off-Hook
23
24
24
25
Accepting ACD Calls Automatically
Selecting a Project for Billing
25
26
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Icons
26
Changing the Appearance of Icons
26
Configuring Phone Options for Different Locations
27
Setting Your Phone Extension 27
Setting an Outside Phone Number 28
Setting Regional Options
Setting Email Options
28
29
Recording Voice-Mail Prompts
Chapter 5:
30
Finding Users in the Company Directory
Accessing the Company Directory
Calling a User
31
32
Calling from the Directory List 32
Calling from the View User Screen 32
Finding and Calling a User Quickly
32
Finding Everyone in a Department or Group
33
Finding a User Using the First or Last Name
34
Finding Users
34
Finding a User from a List of Names 34
Finding Users Whose Last Name Begins with A 35
Finding Users with a Phone Extension Ending in 45 35
Finding Additional User Information
Chapter 6:
Managing Your Agent Status and Statistics
Your Status in Interaction Manager
Controlling Your Status
Viewing Your Statistics
39
39
Viewing Real-Time Statistics
Daily Totals 40
Media Statistics 42
Printing My Statistics
37
38
When to Select Available 38
When to Select Last Call 39
When to Select a Custom Status
4
35
40
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Chapter 7:
Managing Phone Interactions
Accepting Calls
45
Receiving an ACD Call 46
Retrieving an ACD Voice Mail from an Interaction History Record
Off-Hook and On-Hook Interactions
46
47
Accepting a Phone Interaction While Working Off-Hook 47
What Happens Each Time a New Phone Call Arrives? 48
Accepting a Phone Interaction While Working On-Hook 48
Call Transfers
49
Transferring an Internal (Extension) Call 49
Transferring an Incoming (Outside) Call to Another User or Workgroup
Using a Supervised Transfer 50
Using a Warm Transfer 51
Recording Calls
52
Disabling Recording
52
Finding a Previously Recorded Interaction
Placing a Caller on Hold
Enabling Call Trace
53
54
54
Assigning an Outcome
54
About Wrapping-Up an Interaction
Wrapping Up an Interaction
55
Optional Hook Flash Feature
56
Chapter 8:
53
53
Sending a Caller Directly to Voice Mail
Ending a Call
50
55
Creating and Joining Conference Calls
Creating a Conference
57
Adding Multiple Callers to a Conference
Exiting a Conference
57
58
Exiting a Conference That You Started 58
Exiting a Conference That You Did Not Start
Joining a Conference
59
59
Removing a Caller from a Conference
59
Removing a Caller Using the Conference Call Window
Removing a Caller Using the Conference Tab 60
Removing All Callers from the Conference 60
60
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Inviting a Caller Back to a Conference
61
Muting and Unmuting Your Workstation
Chapter 9:
61
Managing Chat Interactions
About Receiving a New Chat Interaction
Accepting a Chat
63
64
Sending a Chat Text Message
64
Pushing a Predefined Web Address
Pushing a Unique Web Address
Sending a Prepared Response
Using Chat Cobrowsing
65
65
65
66
Receiving a Chat from Your Supervisor
66
Transferring a Chat to Another Workgroup or Agent
Ending a Chat Session
67
67
Chapter 10: Managing SMS Interactions
Accepting an SMS Interaction
69
Responding to an SMS Message
69
Transferring the SMS Interaction to Another Agent or Workgroup
Disconnecting an SMS Interaction
70
70
Chapter 11: Using Interaction History
Contact Interaction History Records
73
Accessing Interaction History Information
Viewing Current Interaction History
74
Viewing Contact Interaction History
74
Researching Inactive Interactions
73
75
Researching Inactive Media Interactions
76
Chapter 12: Managing Personal Voice Mail and Missed Calls
Personal Voice Mail and Missed Calls Are Displayed on the Toolbar
Requirements Before Retrieving Personal Voice-Mail Messages
Retrieving Personal Voice-Mail Messages
6
77
77
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Checking for Missed Phone Calls
78
Chapter 13: Managing Callback Requests
About Callback Types
79
Accepting ACD Callbacks
79
Accepting Web Callbacks
80
Chapter 14: Managing Email Interactions
Accepting an Email Interaction
Responding to an Email
81
82
Returning a Unique Email Response
82
Transferring an Email Interaction to Another Agent or Workgroup
Sending a Prepared Email Response
Disconnecting an Email Interaction
82
83
84
Chapter 15: Managing Predictive Interactions
About Predictive Calls
85
Logging In to a Predictive Project
Selecting Outcomes
85
86
Using the Do Not Call List
87
Logging Out of a Predictive Project
87
Chapter 16: Managing Preview Interactions
Making Preview Calls
89
Outcomes for Preview Interactions
Using the Do Not Call List
90
91
Reading and Loading Scripts
91
Chapter 17: Managing Fax Interactions
Accepting a Fax Interaction
Responding to a Fax
93
93
Disconnecting a Fax Interaction
94
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Chapter 18: Managing Multiple Interactions
Setting Your Status
95
Accepting Multiple Interactions
95
Chapter 19: Managing Contacts
About Contacts
97
Finding Contact Records
97
Communicating with a Contact
Creating a Contact Record
98
99
Adding Contacts and Modifying Details
Custom Tab Is Optional 101
Editing a Contact Record
Deleting a Contact Record
Viewing a Contact
100
101
101
102
About Assigning Contacts
102
How Contacts Are Assigned 102
Manually Assigning a Contact to the Current Interaction 103
Viewing Contact History for a Current Interaction 104
Scenario for Creating a Contact History for the Current Interaction
Viewing a Contact’s History (Interaction Records) 105
Listening to a Recorded Interaction
Adding Notes
104
105
105
Adding a Note to the Current Interaction 106
Viewing a Note Attached to the Current Interaction History
Adding a Note to an Existing Interaction Record 106
Viewing a Note Attached to an Interaction 107
Adding a Note to a Contact 107
Viewing a Note Attached to a Contact 107
106
Chapter 20: Making Calls
Types of Calls
Making
Making
Making
Making
109
an Outbound Call 109
an Internal (Extension) Call
a PBX Call 111
an IP or VoIP Call 112
Using Speed Dial
113
Redialing a Number
8
110
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Chapter 21: Accessing the Tutorial
Accessing the Tutorial
115
Appendix A: Using the Keyboard Shortcuts
Keyboard Shortcuts
117
Appendix B: Searching and Sorting Tips
Searching and Sorting Techniques
Searches for All Field Values
Multiple Sorting
121
122
122
Index
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What’s New in This Release
What’s New in Oracle Contact Center Anywhere Interaction Manager
Guide, Version 8.1.3
Table 1 lists the changes described in this version of the documentation to support release 8.1.3 of
the software.
Table 1.
What’s New in Oracle Contact Center Anywhere Interaction Manager Guide, Version 8.1.3
Topic
Description
Researching Inactive Interactions on
page 75
Modified topic. It describes how to search inactive
interactions and view search results.
Researching Inactive Media
Interactions on page 76
Modified topic. It describes how to search inactive media
interactions and viewing search results.
Finding Contact Records on page 97
Modified topic. It describes how to find contact records.
Additional Changes
This version of the documentation also contains the following general changes:
■
Editorial changes
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What’s New in This Release ■
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Launching Interaction Manager
This chapter describes how to log in to Interaction Manager. It includes the following topics:
■
Starting and Logging In
■
Managing Login Error Messages
Starting and Logging In
You must log in to Interaction Manager to accept contact center interactions, supervise contact
center agents, or configure your contact center system preferences.
You must have Internet Explorer or Firefox is required to launch Interaction Manager for the first
time, to access the online help, and to display pages. For more information about the software
requirements, see Oracle Contact Center Anywhere Installation and Upgrade Guide. For more
information on compatible browser versions, see Oracle Contact Center Anywhere Release Notes.
NOTE: The Siebel Bookshelf is available on Oracle Technology Network (OTN) and Oracle E-Delivery.
It might also be installed locally on your intranet or on a network location.
To launch and log in to Interaction Manager
1
Start Internet Explorer version 6.0 or later.
2
Enter the URL address for Interaction Manager provided by your contact center administrator.
The Interaction Manager Launch screen appears.
3
Create a shortcut, and place it on your desktop so that you can launch Interaction Manager in
the future.
Click the shortcut to launch Interaction Manager.The Copyright screen opens for a short time,
and then the Java script loads. Interaction Manager downloads applet changes and any required
software or updates. When the Java script finishes loading, the Login screen opens.
4
Type your company alias, user name, and password into the corresponding text fields.
5
Choose your preferred language from the drop-down list.
The screens appear in the language that you specify.
6
Click Login.
During the login, a progress bar appears while Interaction Manager authenticates your user name
and password. Interaction Manager downloads your data if there have been any changes.
7
If partitions are configured, a Select Partition box opens. Otherwise, go to the next step.
For more information about partitions, see Oracle Contact Center Anywhere Supervision Manager
Guide.
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Launching Interaction Manager ■ Managing Login Error Messages
8
Select a partition from the drop-down list, and click OK.
The Interaction Manager main screen opens.
NOTE: If a log in error message appears instead of the main screen, ask your system
administrator for assistance.
TIP: Add the Interaction Manager Launch screen to your browser’s Favorites Menu. For
subsequent Interaction Manager sessions, load the Interaction Manager Launch screen by
choosing it from your Favorites Menu. (Alternatively, you can use the optional desktop shortcut
you created to launch Interaction Manager.)
Managing Login Error Messages
Occasionally, you may see one of the following error messages as you log in to Oracle Contact Center
Anywhere:
■
Mismatched API message. A Mismatched API version message appears after Interaction
Manager performs an upgrade while you still have the application open. For more information on
error messages, see Error Message: Mismatched API on page 14
■
Inactivity Timeout. If configured, Interaction Manager may automatically log you out if you
have exceeded the maximum time set for inactivity, as set by your administrator. For more
information on the inactivity error messages, see Forcing a Logout Due to Inactivity on page 14.
■
Account Locked. Contact Your Administrator. Inactivity may cause your account to become
locked. For more information on the account locked error message, see Account Locked: Contact
Your Administrator on page 15.
■
Invalid JVM. Please contact your administrator. For more information on the JVM error message,
see Forcing a Logout Due to Inactivity on page 14.
■
Error loading applet, please contact your Administrator. The applet error message appears
if Java is not installed or if you have the wrong version. For more information about the applet
error message, see About Java Applet Error Messages on page 15.
Error Message: Mismatched API
As the message instructs, log out and completely shut down the application (do not simply log out).
When you have successfully logged out of the application, restart Interaction Manager.
Forcing a Logout Due to Inactivity
If your system administrator sets the maximum time allowed for inactivity, Interaction Manager may
automatically log you out if you exceed the time set and the Inactivity Timeout message will display.
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Launching Interaction Manager ■ Managing Login Error Messages
Account Locked: Contact Your Administrator
If you are logged out of Interaction Manager due to inactivity, then the next time you attempt to log
in, an error message may appear, indicating that you are locked out and you will not be able to login
without first asking your system administrator to reactivate your account.
About Java Applet Error Messages
To run Interaction Manager, you must have a Java applet installed on your PC. An applet is a small
Internet-based program written in Java, a programming language for the Web. Applets are designed
to run inside a Web browser and to perform tasks such as animated graphics and interactive tools.
If Java is not installed or if you have the wrong version, a message appears informing you of the
problem and providing instructions for how to solve this problem.
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Getting Started
This chapter describes the screen components, and how to customize Interaction Manager. It
includes the following topics:
■
About Interaction Manager
■
Screen Components of Interaction Manager
■
Customizing Interaction Manager
About Interaction Manager
Interaction Manager is a Java application, call control and contact management tool for contact
center agents. With Interaction Manager, you can communicate with customers in different ways,
including by phone, email, and the Web. You can launch Interaction Manager by clicking its desktop
icon.
Interactions, Projects, and Workgroups
In general, an interaction occurs any time a customer tries to reach the contact center; usually by
phone, email, SMS (Short Message Service), or Web chat. An interaction can also occur when the
customer leaves a voice-mail message or asks an agent to call back.
Most of the time, customers contact your contact center (as opposed to directly calling or emailing
you), and Interaction Manager routes or offers the interaction to a specific agent. Interaction
Manager uses projects and workgroups to help connect the customer to the agent that most likely
has the information that the customer needs. The contact center’s system administrator creates
projects and workgroups using agent information and skill sets.
A project is based on a specific campaign or objective for handling a group of similar interactions.
Its purpose is to identify the media types involved, their handling, and to identify which workgroups
are to receive specific interactions. Examples of projects include Sales, Technical Support, Accounts,
and so on. Usually, customers dial a phone number associated with a specific project. Each project
can then route the calls to one or more workgroups. For example, the Technical Support project
might route customers to the UNIX - English or UNIX - Spanish workgroups.
A workgroup is a list of agents who are grouped by skills or job function. For example, if you speak
Spanish and are an expert in UNIX, your administrator will probably put your name in the UNIX Spanish workgroup. Thus, when a Spanish-speaking customer calls with a UNIX question, Interaction
Manager routes the customer to you or someone else who is also in that workgroup, depending upon
availability.
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Getting Started ■ Screen Components of Interaction Manager
Features and Benefits of Interaction Manager
Interaction Manager includes feature sets, which system administrators can customize according to
each contact center’s requirements. Agents use Interaction Manager to perform various functions,
defined by the features included for their contact center. The following list describes the major
features and benefits users can experience while using Interaction Manager:
■
Multimedia Ready. Accepting phone calls, email, ACD voice mail, Web originated chats, and
callback requests.
■
Conferencing. This feature allows agents, supervisors, and customers to speak in the same
phone conversation.
■
Interaction History. Shows what happens to customers when they reach your contact center.
■
Full-Billing Control. You can account for all calls.
■
Automatic Screen Pops. Using ANI (Automatic Number Identification) or an email address.
■
Accessible Company Directory. Easy to access the company directory.
■
Automatic Display of Missed Calls. Automatically displays the number of missed calls and
personal voice mail, retrievable using direct links.
■
Automatic Display of Project Name. Automatic display of project name or phone number
(DNIS) with each interaction.
■
Web-Callbacks. Support for specific contact center scripts. Agents can respond to Web
customers quickly and with the information that the customer needs.
■
Predictive and Preview Dialing. Support for specific contact center scripts.
■
Project-Specific Screen Pops. Facilitates using the contact center tool-based workspaces for
interaction handling and other independent functions.
■
Intelligent chat. Uses keyword matching to find recommended chat responses based on
matching relevance scoring
■
Intelligent email. Uses keyword matching to find recommended email responses based on
matching relevance scoring.
■
Short Message Service (SMS). Protocol that allows the communication (text messages)
between mobile telephony devices.
Screen Components of Interaction
Manager
Each section of the main page provides specific information and links to help you perform your job
more efficiently. Also, you can enlarge or shrink the workspace area to fit your needs.
The main sections of the page include the following:
■
Toolbar on page 19
■
Sidebar on page 20
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Getting Started ■ Screen Components of Interaction Manager
■
Interaction Control Bar on page 20
■
Interaction Manager Banner on page 21
■
Workspace on page 21
■
Bottom Bar on page 22
■
Interaction Tab on page 22
Toolbar
The Toolbar provides an instant view of your status. From the Toolbar, you can launch a variety of
interactions, and define several personal preferences.
No matter which page is open, the Toolbar remains at the top of the screen, even if you collapse
windows to maximize the usable space. You can always see icons representing Agent Status, the
Dialer, popular actions, the company directory, messages, missed calls, online help, configuration
options, and log out. Table 2 describes each Toolbar item in greater detail.
Table 2.
Toolbar Items and Descriptions
Toolbar Item
Description
Agent status display
(or selection)
Displays your name and current status. You can change your
status by choosing a selection from the drop-down list. The list
includes both system and custom statuses, so they might vary.
However, you will always see: Available, Busy, Last Call, and On
Break. (Your administrator can define more custom statuses,
such as At Lunch, In Meeting, In Training, and so on.)
NOTE: Your status must always be Available so that Interaction
Manager can send you new interactions.
Dialer
Click this link to open the Dialer, which you can use to dial an
interaction of various types (such as Outbound call, Extension
call, PBX call, and IP call).
You can also access the Speed Dialer tab, where you can select a
predefined numbers assigned to a longer-stored, often-used,
number.
Actions
Click this link to select an action from a drop-down list (such as
Connect To Server, Put in the Do Not Call List, Redial, and
Predictive Login.)
Directory
Click to open the company directory, where you can find
information about another user at your company (such as phone
numbers, extension number, presence or absence, status, and
addresses).
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Getting Started ■ Screen Components of Interaction Manager
Table 2.
Toolbar Items and Descriptions
Toolbar Item
Description
Voice Mail
A red voice-mail message link appears when you have one or
more personal voice-mail messages waiting for you. Click the link
to open the Voice Mail Inbox, where you can view more
information, or listen to the voice-mail message. The link appears
black after you finish, and persists until you delete all the
messages that you checked in your Inbox.
Missed Messages
A red, missed-call message link appears if a caller hangs up
before you answer the call that was dialed directly. Click the link
to open the Missed Messages box, where you can view more
information or return the call. After viewing your message, the
link turns black, and persists until you delete all viewed
messages.
Help icon
Click this link to open the online help about the page. Help also
includes an index and a word or phrase search feature.
Configure
The Configure option on the Toolbar appears as a box with a
check mark. Click the box to open the Configure Menu, where you
can set various preferences (such as Incoming Interaction
Notification mode, your Email Client, Project Billing for phone
calls, your telephone number, customized icons, time-zone
formatting, and date formatting).
Logout
Click this link to log out of Interaction Manager.
Sidebar
The Sidebar provides access to independent activities and information, which might include your
statistics, contacts, outbound previews, work items, and interaction histories. (Independent
activities are activities that are not directly related to the interactions in progress.) Additional
interactions are available from a drop-down list.
NOTE: You can select and start calls between interactions using Outbound Preview.
In addition, the sidebar capabilities are extended using XML file extensions for future enhancements.
Interaction Control Bar
You can access information about an unlimited number of interactions from this area. Because the
design is self-adjusting, you can view the details of two or more interactions at one time, depending
on your screen resolution and size. Table 3 explains the details that you can see, which include realtime information.
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Getting Started ■ Screen Components of Interaction Manager
Table 3.
Interaction Control Bar Items and Descriptions
Interaction Control Bar Items
Description
Interaction Type icon
Shows the current interaction type by displaying its icon and
text.
Contact information for the
active interaction
If a contact (customer) is assigned to an active interaction, you
see the contact’s name and all information previously recorded
about the contact in the workspace area. If the contact is
unassigned, Unknown appears in place of the name.
Elapsed Time
Shows both the elapsed and wrap-up times for the interaction.
Customer Priority Rating
Shows the customer priority level or (for a contact without an
assigned level) shows the priority level of the project through
which the customer called.
Interaction Manager Banner
The Interaction Manager Banner shows you the number of interactions currently in the queue for
each of the workgroups to which you belong. It also shows any supervisor messages, which you must
acknowledge. Workgroup statistics scroll from one workgroup to another every 10 seconds. You must
click OK to acknowledge, and clear a broadcast message.
Workspace
The workspace area is where agents handle most of their tasks. The information that appears in the
workspace pertains to an individual interaction or independent action. You can see contextually
sensitive information relative to the specific tasks and specific interactions. For example, when you
are handling an interaction, the workspace area is where contact screens appear and where you can
perform searches.
In addition, the workspace area also recalls the state of each interaction. This memory allows you to
switch between interactions and, upon your return, still maintain the context of the interaction in the
state that you left it. Workspace memory also applies to independent activities accessed from the
Sidebar. This means you can switch between independent activities and interactions without
redeploying a search or other function.
NOTE: If you log out and log in again, Interaction Manager returns you to the same information.
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Getting Started ■ Customizing Interaction Manager
Bottom Bar
The Bottom Bar displays the status of the current session with words and icons.
NOTE: If an offline icon appears, it means you are not connected to Interaction Manager and cannot
receive new interactions or access the Oracle Contact Center Anywhere database. (Normally, this is
a temporary condition, which rarely occurs.)
Interaction Tab
The Interaction tab appears along the right side of your workspace. The activities that you can access
from the tab are the focus of this guide.
Customizing Interaction Manager
There are many ways to customize Interaction Manager. You can:
■
Identify specific settings, such as notification preferences, phone options, regional settings, and
so on. For more information on configuration, see Specifying Sounds for New Interactions on
page 23.
■
Resize your workspace area.
Resizing Your Workspace Area
You can adjust the size of the workspace area to view all information, without further navigation or
scrolling. Adjust the size by clicking one or all of the three arrows positioned at the top, bottom, and
left side of the workspace. They provide an easy, one-click, (toggle) open-and-close option. You can
click:
■
Left side. Opens or closes the sidebar
■
Top. Opens or closes the Interaction Control Bar
■
Bottom. Opens or closes the workspace and Sidebar
When you close the Sidebar, only the icons appear.
NOTE: You can also resize your entire window, using click-and-drag functions.
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Configuring Interaction
Manager
This chapter describes how to configure various settings, after logging in to Interaction Manager.
Although the default settings allow you to use Interaction Manager immediately, you can change
these settings to meet any unique requirements that you might have.
If you work from multiple locations (such as from the contact center, from your home, and from a
different office location), then you must configure your telephone settings each time that you change
locations.
This chapter includes the following topics:
■
Specifying Sounds for New Interactions
■
Identifying Your Email Program
■
Playing a Welcome Prompt
■
Working Off-Hook
■
Accepting ACD Calls Automatically
■
Selecting a Project for Billing
■
Icons
■
Configuring Phone Options for Different Locations
■
Setting Regional Options
■
Setting Email Options
■
Recording Voice-Mail Prompts
Specifying Sounds for New Interactions
You can configure Interaction Manager to play a specific sound to make you aware of the arrival of
a new interaction. In addition, you can direct Interaction Manager to play the sound once, or
continuously until you accept the interaction.
To specify sounds for new interactions
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
In the General tab, select the Popup check box to automatically display the Interaction Manager
screen in the foreground, whenever you receive interactions.
3
Select the Play Sound check box, and then identify which sound file to play by doing one of the
following:
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Configuring Interaction Manager ■ Identifying Your Email Program
■
Type the path and file name of the sound (.wav) file in the Sound File text box.
■
Click Browse, locate the sound (.wav) file on your computer or network, and then click the
file name.
When you receive an interaction, Interaction Manager plays the sound once.
NOTE: You can load a different sound file at any time. However, for Interaction Manager to play
the sound, you must check the Play Sound box. You can play only .WAV files.
4
Select Play Sound Continuously.
Interaction Manager plays the sound (.wav) file you loaded in Step 3 repeatedly until you accept
the interaction.
5
Click OK to save your configuration settings.
Identifying Your Email Program
To manage email or voice-mail interactions, you must tell Interaction Manager which email client
application to launch (such as Microsoft Outlook Express), if the email client is different from your
default setting.
To identify your email program
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
3
In the Email Client Configuration text box, do one of the following:
■
Type the path and file name of the email program that you want to use, and add “/recycle”
to the path, so that only one instance of the email client opens.
■
Click Browse, locate the file on your computer or network, and then click the file name.
Click OK.
Interaction Manager automatically logs you in to your Email Client, see “Setting Email Options”
on page 29.
Playing a Welcome Prompt
You can choose to play a Welcome prompt to a customer who makes an ACD call, before the customer
begins speaking with you. One example of a Welcome prompt is: Hello, my name is John Smith. I
will be happy to assist you in a moment. Welcome prompts are useful in environments where you
give the same greeting to each caller.
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Configuring Interaction Manager ■ Working Off-Hook
To play a welcome prompt
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
In Other Settings, click the Play Welcome Prompt check box, and then click OK.
For more information on prompts, see Recording Voice-Mail Prompts on page 30.
Working Off-Hook
Working off-hook means that, instead of picking up the phone every time an interaction arrives, you
click Accept Interaction. Select off-hook whenever you are using a headset.
To work off-hook
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
In Other Settings, select the Work Off-Hook (Disable Dial Tone) check box, and then click OK.
3
From the Toolbar, click the Actions link, select Connect to Server from the drop-down list, and
then wait for the phone to ring.
4
When the phone rings, pick up your telephone receiver to begin working off-hook.
CAUTION: Leave your receiver off-hook until you are finished for the day. Each time you
physically hang up the receiver, you must repeat this procedure.
NOTE: After you select Connect to Server, this option changes to Hang-up, as a reminder to hang
up the phone after you finish accepting all calls.
Accepting ACD Calls Automatically
After you log in and your status changes to Available, if you are working in off-hook mode and set
to handle calls automatically, Interaction Manager will automatically route phone interactions to you.
A zip tone will play upon the arrival of the interaction and a whisper tone, if configured.
To accept ACD calls automatically
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
In Other Settings, select the Work Off-Hook (Disable Dial Tone) check box.
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Configuring Interaction Manager ■ Selecting a Project for Billing
3
Select the Automatic Call Acceptance check box, and click OK.
NOTE: The Automatic Call Acceptance feature works only with ACD calls. Interaction Manager
does not automatically accept calls made directly to your phone number (such as direct inbound
and extension-to-extension calls). For these call types, you must click Accept Interaction to
connect to the caller.
Selecting a Project for Billing
If your contact center is configured to allow agents to make outbound calls, you must first select a
project. The billing feature allows Interaction Manager to bill your outbound calls to a specific project.
When configured for project billing, Interaction Manager associates the appropriate billing
information (by partition or user name) to the outbound call.Interaction Manager.
If you do not select a billing project, then each time that you make an outbound call, you must select
a project from a dialog box.
NOTE: If you are not sure which billing project to use, ask your supervisor.
To select a project for billing
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
In Other Settings, select the Project Billing check box.
A list of available projects opens.
3
Select a project from the list, and click OK.
Icons
You can change the appearance of icons to suit your individual needs. You can make the icons small
or large, and display them with or without text. If you are new to Interaction Manager, you might
want to see the icons with their corresponding text descriptions until they become familiar to you by
icon alone.
Changing the Appearance of Icons
You can change the appearance of icons.
To change the appearance of icons
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
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Configuring Interaction Manager ■ Configuring Phone Options for Different Locations
2
From the Customization drop-down list, select Small Icons Without Text, Large Icons Without
Text, Small Icons With Text, or Large Icons Without Text.
3
Click OK and, after an Update Successful message appears, click OK again.
Configuring Phone Options for Different
Locations
You can access the contact center from a variety of locations. To receive calls at your present
location, select the type of phone system your company uses to route calls, and then enter your
personal extension number for that system. You will not need to change these settings again as long
you do not access the contact center from any other location. However, if you work from multiple
locations (such as from the contact center, from your home, or from a different office location), you
must configure Interaction Manager each time that you change locations.
Setting Your Phone Extension
Complete the steps in the following procedure to set your phone extension and to identify the type
of phone you are using.
To set your phone extension
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
Click the Phone tab, and identify the type of phone that you are using.
NOTE: If you are not sure which type of phone you are using, ask your contact center
administrator.
3
Choose your phone type from the following:
■
If you choose SIP (Session Initiation Protocol), enter the IP address for your SIP phone or
workstation (if you are using a software phone) in the corresponding address box.
NOTE: SIP is a signaling protocol for Internet conferencing, telephony presence, events
notification, and instant messaging.
■
If you chose PBX (Private Branch Exchange), enter your extension number in the
corresponding phone box.
NOTE: PBX is a private telephone network used in an enterprise, which works as a switching
system to provide telephone communications between internal stations and external
telephone networks. Users of the PBX share a specific number of outside lines for making
telephone calls that are external to the PBX.
■
If you work remotely, for example, if you work at home or at a site that is different from the
contact center, do the following:
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Configuring Interaction Manager ■ Setting Regional Options
a
Click Outside Phone, select your Country Code from the drop-down list, and then type your
phone number in the adjacent box.
NOTE: If you select Outside Phone, you can also select Play Announcement check box. When
selected, Oracle Contact Center Anywhere plays a recorded message telling you there is a
phone interaction waiting to be connected. This feature is useful if you are working from
home, because it helps you to distinguish work calls from personal calls. You also have the
option of accepting or declining the interaction.
b
If you choose Dialogic Analog Extension, type your MSI identification number in the Modular
Station Interface (MSI) ID box.
NOTE: This option is for a system that uses an MSI board for a phone extension. If you have
an MSI extension, you can also choose to work off-hook. For more information on working
off-hook, see Working Off-Hook on page 25.
4
Click OK to save your configuration settings.
Setting an Outside Phone Number
If you plan to travel from one workstation to another, then before you leave, you must enter the
number you will be using.
To set an outside phone number
1
From the Toolbar, click the Status drop-down arrow, and select Last Call.
2
Click the Configure button.
The Configuration dialog box opens.
3
Click the Phone tab, and select Outside Phone.
4
Select the Country from the drop-down list, and type the phone number (including the area code)
that you will use at the other location.
5
Click OK, and log out of Interaction Manager.
When you log in at the other location, Interaction Manager will be ready to send interactions to
the number that you identified.
NOTE: Each time that you change phone numbers, you must repeat this procedure.
Setting Regional Options
You can configure your time zone and date format to match someone else’s time zone and date
format. You might want to do this, for example, if you work in a different time zone from most of
your customers, or your company headquarters.
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Configuring Interaction Manager ■ Setting Email Options
To set regional options
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
Select the Regional Options tab.
3
Do one of the following:
4
5
■
To set your time zone to the same time zone defined for your company, choose Company
Defined Time Zone.
■
To set a different time zone, click User Defined Time Zone, and then choose a time zone from
the Set Time Zone drop-down list.
Do one of the following:
■
To set the date format, select the Company Defined Date Format to match your company’s
format.
■
Select User Defined Date Format, and then select a date format from the drop-down list.
Click OK to save your configuration settings.
All Interaction Manager screens display the times and dates in the time zone and format that you
selected.
NOTE: The date format for the United States is mm/dd/yyyy. The date format for Europe is dd/
mm/yyyy.
Setting Email Options
To receive email you must have the following:
■
A server on your network that distributes email (the POP3 server)
■
An account on that mail server with your user name and password
In most cases, your administrator sets up your email account. However, if your contact center
requires you to change your POP3 login information, complete the steps in the following
procedure.
To set email options
1
From the Toolbar, click Configure.
The Configuration dialog box opens.
2
Click the Email tab.
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Configuring Interaction Manager ■ Recording Voice-Mail Prompts
3
Enter or change the User and Password field information to match your POP3 Server Login. You
can do this at any time. (If you are not sure what to enter, contact your supervisor or
administrator.)
NOTE: If you click the User and Password fields, but find that you cannot edit the fields, your
system administrator has not yet entered your initial POP3 information in Contact Center
Anywhere Administration Manager. Contact your system administrator to have the POP3
information entered.
Recording Voice-Mail Prompts
You can personalize the recorded message that a customer hears just before you pick up the phone,
and before the customer leaves a voice-mail message. Some example messages include your
personally recorded greeting, your name, and a welcome prompt.
To record voice-mail prompts
1
Make sure your phone is configured.
For more information on phone configuration, see Configuring Phone Options for Different
Locations on page 27.
2
From the Toolbar, click Configure.
The Configuration dialog box opens.
3
Click the Voicemail Prompt tab.
4
Click the Here link, and wait for your phone to ring.When your phone rings, pick it up, and follow
the instructions you hear over your telephone hand set.
5
When you finish recording your message, press Star (*) on your phone, or hang up.
6
Click OK.
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Finding Users in the Company
Directory
This chapter describes how to use the company directory to find and call someone in your company,
even if you do not know the extension number. It includes the following topics:
■
Accessing the Company Directory
■
Calling a User
■
Finding and Calling a User Quickly
■
Finding Everyone in a Department or Group
■
Finding a User Using the First or Last Name
■
Finding Users
■
Finding Additional User Information
For more information about searching and sorting techniques, see Appendix B, “Searching and Sorting
Tips.”
Accessing the Company Directory
Complete the steps in the following procedure to access the company directory.
To access the company directory
1
From the Toolbar, click the Directory link.
The Company Directory dialog box opens, showing the name, department, phone extension, and
ACD status of the other users for the company that you signed in to, or for the same partition
that you signed in to (if you signed in to a partition).
NOTE: Before you call an agent, check the agent’s status. You might not want to make a call if
the agent is currently on an ACD call or On Break.
2
Find a user from the Department or Filter boxes.
For more information on finding users, see:
■
Finding and Calling a User Quickly on page 32.
■
Finding Everyone in a Department or Group on page 33.
■
Finding Users on page 34.
■
Finding Additional User Information on page 35.
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Finding Users in the Company Directory ■ Calling a User
Calling a User
After finding users in the company directory, you can call them from the Directory List page, or from
the View User screen.
Calling from the Directory List
You can call a person using the directory list.
To call from the directory list
1
Double-click the user whom you want to call.
2
Double-click a project.
If billing projects are configured, a Billing Project window opens for you to select a project to bill.
Interaction Manager rings your extension. The user’s name and extension that you dialed appear
in the Interaction Control Bar.
Calling from the View User Screen
If you choose to view the user’s information page before making the call, complete the steps in the
following procedure.
To call from the View User screen
1
Select the user from the Directory List, and then click the View icon.
The View User screen opens.
2
From the View User screen, click the underlined extension number or the Dial icon.
3
If Billing Projects is configured, a Billing Project window opens for you to select a project to bill.
Double-click a project.
Interaction Manager rings your extension. The user’s name and extension that you dialed
appears in the Interaction Control Bar.
Finding and Calling a User Quickly
To find and call a user quickly, complete the steps in the following procedure.
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Finding Users in the Company Directory ■ Finding Everyone in a Department or Group
To find and call a user quickly
1
From the Department drop-down list, select a department or All.
All specifies everyone in the company or partition. You can use filter searches and pagination
controls to quickly locate members of the directory.
NOTE: The Filter field and pagination controls appear when the directory contains more than 51
listings.
2
Begin typing the user's first or last name in the Filter box.
3
In the Filter box, you can filter all five columns.
Matches appear on the page. The Filter box supports multiple field searches. So, for example, if
you begin typing the user's first or last name in the Filter box, then matches appear on the page.
You can also find someone where the letter C begins one field, and the letter B begins another
field.
NOTE: The filter is not case sensitive, but you must spell the name correctly. You cannot use an
asterisk (*) as a wildcard character in the Filter box.
TIP: Click a column heading to sort the list of results.
4
Double-click the user whom you want to place the call with.
Notice that the Connect To Server button (in the Actions drop-down list) changes to Hang Up as
the number dials. If required, the Billing Project window opens for you to select a project to bill.
5
Double-click a project.
Interaction Manager rings your extension. The user’s name and extension that you dialed appear
in the Interaction Control Bar.
Finding Everyone in a Department or
Group
The first search dialog box displays departments (or other groups), depending upon your
configuration.For more information about searching and sorting techniques, see Appendix B,
“Searching and Sorting Tips”.
To find everyone in a department or group
1
From the Department drop-down list, select a department (or group name).
2
In the Filter box, begin typing the user's first or last name.
Matches appear on the page.
NOTE: The filter is not case sensitive, but you must spell the name correctly. You cannot use an
asterisk (*) as a wildcard character in the Filter box.
TIP: Click a column heading to sort the list of results.
3
Select the user (by clicking the row):
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Finding Users in the Company Directory ■ Finding a User Using the First or Last Name
a
To call the user, click the Dial icon.
b
To find more information (such as home phone, work phone, email address), click the View User
icon.
Finding a User Using the First or Last
Name
If you know the user’s first or last name, you can use the Find User icon to find information about
the user.
To find a user using a first or last name
1
From the Department drop-down list, select the user’s department. If you are not sure, select All.
2
Click the Find User icon.
The Find User form opens.
3
Type the first or last name in the appropriate box.
TIP: You can use an asterisk (*) as a wildcard character.
4
Click Find.
The Company Directory List reappears, showing a list of matching users. You can call the user or
view more contact information by clicking one of the icons.
Finding Users
There are many ways to find another user. Some examples are detailed in the following topics:
■
Finding a User from a List of Names on page 34
■
Finding Users Whose Last Name Begins with A on page 35
■
Finding Users with a Phone Extension Ending in 45 on page 35
Finding a User from a List of Names
You can find users from a list of names in a department.
To find users from a list of names
1
From the Department drop-down list, select All.
2
In the Filter box, begin typing the user's first or last name.
Matches appear on the page.
TIP: Click a column heading to sort the list of results.
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Finding Users in the Company Directory ■ Finding Additional User Information
3
Click to select the user whom you want, and then click the View icon.
All known information about the user appears.
Finding Users Whose Last Name Begins with A
As an example, you can find a user whose last name begins with an A.
To find a last name beginning with A
1
From the Department drop-down list, select All.
2
Click the Find User icon.
The Find User form opens.
3
In the Last Name box, type A* and click Find.
The Directory List reappears showing all users whose last name begins with A.
Finding Users with a Phone Extension Ending in 45
If you know the last two digits of a user’s phone extension, you can find the user. In this example,
the last two digits of the extension are 45.
To use a partial phone extension number to find users
1
Click the Find User icon.
The Find User form opens.
2
Type *45 in the Extension box, and click Find.
The Directory List reappears showing all users whose extension ends with 45.
Finding Additional User Information
From the View User screen, you can find more information about a user, such as a home phone
number, work phone, email address, and so on.
To find more user information
1
Find the user whom you want from the company directory, using one of the search methods.
For more information on finding users, see Finding Users on page 34.
2
Double-click the user whom you want from the search results list.
The View User screen opens to show all known contact information for that user.
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Finding Users in the Company Directory ■ Finding Additional User Information
3
36
Click the Back to List link to return to the company directory.
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6
Managing Your Agent Status and
Statistics
This chapter explains the importance of your status, how and when to change your status, and how
to view real-time statistics about your activity while working in Interaction Manager. This chapter
includes the following topics:
■
Your Status in Interaction Manager
■
Controlling Your Status
■
Viewing Your Statistics
■
Viewing Real-Time Statistics
Your Status in Interaction Manager
Interaction Manager sends interactions to agents with an Available status.
NOTE: Always refer to your Agent Status (on the Toolbar) to monitor your status so that you are
available to receive interactions.
Interaction Manager tracks the time from when you receive an interaction to when you accept it.
Furthermore, you have a maximum amount of time, which is the call time-limit, to answer an
interaction. The call time-limit is set by your system administrator. If you do not accept an interaction
within your call time-limit, Interaction Manager changes your status to No Answer, and returns the
interaction to the queue for the next available agent.
CAUTION: Interaction Manager will not send you any more interactions until you manually change
your status back to Available.
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Managing Your Agent Status and Statistics ■ Controlling Your Status
Table 4 shows the agent statuses:
Table 4. Agent Statuses
Status
Description
Available
If you are not handling an interaction, and you are ready to accept a new interaction,
Available appears in the Status box.
Normally, Interaction Manager automatically resets your status to Available each
time that you finish an interaction. However, sometimes you might want to select the
Available status, so that Interaction Manager sends you a new interaction. For more
information on statuses, see When to Select Available on page 38.
Last Call
Select Last Call to tell Interaction Manager that you will not accept any more
interactions after you complete the one that you are currently answering.
On Break
Select On Break to tell Interaction Manager that you are not available to receive any
interactions.
NOTE: Your administrator might have added more statuses that control your availability (such as At
Lunch, In Meeting, In Training). Contact your administrator for descriptions of the custom statuses
that are not provided in Table 4.
Controlling Your Status
You can control your status and your availability for accepting or refusing incoming interactions. For
example, if you want to leave your station for lunch, a break, or if you need time after a recently
concluded interaction, you can make yourself temporarily unavailable for new interactions. You can
also accept an interaction, and then change your status to Available, so that Interaction Manager will
automatically route a new interaction to you (allowing you to handle multiple interactions).
NOTE: Interaction Manager routes calls only to agents who are Available.
By selecting different statuses, you can control your work load in the following ways:
■
Available. Select Available to let Interaction Manager know that you are ready to receive a new
interaction.
■
Last Call. Select Last Call to tell Interaction Manager not to give you any more calls after
finishing the current interaction.
■
Custom Status. Select a custom status that was created just for your contact center.
When to Select Available
Generally, your status automatically returns to Available when you finish an interaction. However,
sometimes you might want to manually select Available to change your status. For example, if you
are away from your desk and your status is still Available, Interaction Manager might offer you an
interaction. If you do not accept the interaction in the allowable time, Interaction Manager changes
your status to No Answer and offers the interaction to another agent.
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Managing Your Agent Status and Statistics ■ Viewing Your Statistics
When you return to your desk, you must select Available to let Interaction Manager know that you
are ready to accept interactions.
NOTE: You must select Available to handle more than one phone interaction at the same time. For
more information on managing multiple interactions, see Accepting Multiple Interactions on page 95.
When to Select Last Call
When you are going to be away from your computer for a while, select Last Call to let Interaction
Manager know that you are not available to accept any more interactions. Do one of the following:
■
If you are not handling an interaction at the time that you select Last Call, Interaction Manager
will not offer you an interaction until you manually change your status back to Available.
■
If you are handling an interaction when you select Last Call, complete the interaction as you
normally would. When you finish the interaction, leave your workstation. Interaction Manager will
not offer you another call until you manually select Available.
When to Select a Custom Status
Your administrator can create custom statuses for your contact center (such as Internal Meeting,
Training, and so forth) to be more specific about what you are doing. However, no matter what
custom status appears in your Toolbar, Interaction Manager determines your status as one of the
following:
■
Available. Available to accept interactions.
■
Busy. Not available to accept interactions.
■
On Break. Not available to accept interactions.
NOTE: You might see a No Answer status if you do not accept a workgroup interaction within the call
time-limit. Interaction Manager treats No Answer in the same way as On Break.
Viewing Your Statistics
The My Statistics tab shows the following information:
■
Your name, user name, email address, telephone number, and extension number.
■
The partition names, if applicable.
■
Real-time statistics about your activity while logged in to Interaction Manager. The statistics
include your Daily Totals, Media Statistics, and Things to Do list.
NOTE: The specific items that you see might vary, depending upon your company's projects and
settings.
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Managing Your Agent Status and Statistics ■ Viewing Real-Time Statistics
Viewing Real-Time Statistics
Real-time statistics are current up to the time displayed in the lower-left corner of the workspace
area.
To view real-time statistics
■
From the Sidebar, click My Statistics.
Your real-time statistics appear in the workspace area of your screen. For more information on
daily total statistics, see Table 5 for a description of Daily Totals.
Daily Totals
The Daily Totals area shows the following information:
■
How long you were working in Interaction Manager (from when you logged in until midnight)
■
The time you spent in each status
■
How long you took (on average) to answer interactions
■
The number of offline messages that you managed
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Table 5 provides a description for each column in the Daily Totals area.
Table 5. Daily Totals
Column
Description
Logged in for
The total amount of time that you were logged in to Interaction Manager
since 12:00 A.M. today. This timer starts when you log in and stops when
you log out. It is reset every day at midnight.
Available
How long you have been in the Available state since 12:00 A.M. today.
Busy
How long you have been in the Busy state since 12:00 A.M. today.
On Break
How long you have been in the On Break state since 12:00 A.M. today.
Talk Time
The average time you spent talking on the phone since 12:00 A.M. today.
Time to Answer
How quickly, on average, you accepted ACD interactions since 12:00 A.M.
today.
Average Speed of
Answer
How long, on average, ACD interactions waited in a queue before being
answered.
Average Handle
Time
How much time, on average, that you spent handling ACD interactions since
12:00 A.M. today (including queue time and warp up time).
Offline Tasks Closed
The number of offline interactions that you received and answered since
12:00 A.M. today.
NOTE: Interaction Manager displays the time in hours:minutes:seconds, and performs updates
every 15 minutes.
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Managing Your Agent Status and Statistics ■ Viewing Real-Time Statistics
Media Statistics
Media Statistics tell you how many interaction types that you accepted since 12:00 A.M. today. For
example, if Web Callback displays 4, it means that you accepted four Web Callback interactions since
12:00 A.M. today. Table 6 shows the interaction types.
Table 6. Interaction Types
Interaction Type
Description
Callbacks
An ACD callback occurs when a caller chooses to leave a
message rather than continue to wait in a queue for the next
available agent. For more information on callback
interactions, see Accepting ACD Callbacks on page 79.
Chat
Interaction Manager supports both Web-based chat and
intelligent chat. Web-based chat is the real-time
communication between two users. Intelligent chat uses
keyword matching to find recommended chat responses
based on matching relevance scoring. For more information
on chat interactions, see About Receiving a New Chat
Interaction on page 63.
In Extension
Calls that you receive from another extension at your
company. For more information on extensions, see Making an
Internal (Extension) Call on page 110.
Inbound
Calls that come from outside the company directly to your
phone. For more information on inbound interactions, see
Accepting Calls on page 45.
Out Extension
Calls that you make to another extension at your company.
For more information on extensions, see Types of Calls on
page 109.
Outbound
Calls that you make to numbers outside the company. For
more information on outbound interactions, see Making an
Outbound Call on page 109
Predictive
Oracle Contact Center Anywhere automatically dials a series
of phone numbers from list. For more information on
predictive interactions, see About Predictive Calls on page 85.
Preview
The agent selects a project and instructs Oracle Contact
Center Anywhere to dial a customer number. For more
information on preview interactions, see Making Preview
Calls on page 89.
Voice Mail
For more information on voice-mail interactions, see Personal
Voice Mail and Missed Calls Are Displayed on the Toolbar on
page 77.
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Table 6. Interaction Types
Interaction Type
Description
Web Callbacks
A Web callback occurs when a customer requests to speak to
an agent while visiting a Web site. For more information on
Web callback interactions, see Accepting Web Callbacks on
page 80.
Workgroup Calls
For more information on workgroup call interactions, see
Accepting Calls on page 45.
Workgroup Email
For more information on workgroup email interactions, see
Accepting an Email Interaction on page 81.
Workgroup Fax
For more information on workgroup fax interactions, see
Accepting a Fax Interaction on page 93.
SMS
For more information on SMS interactions, see Accepting an
SMS Interaction on page 69.
Printing My Statistics
You can print your statistics if you have a printer connected to your computer.
To print statistics
1
Click Print my Statistics.
2
In the Printer dialog box, select a printer and the printing options.
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Managing Your Agent Status and Statistics ■ Viewing Real-Time Statistics
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Managing Phone Interactions
This chapter explains the basic phone interactions (such as receiving calls, working on- or off-hook,
transferring calls, recording calls, placing a caller on hold, sending a caller to voice mail, ending a
call, and so on). This chapter includes the following topics:
■
Accepting Calls
■
Off-Hook and On-Hook Interactions
■
Call Transfers
■
Recording Calls
■
Disabling Recording
■
Placing a Caller on Hold
■
Sending a Caller Directly to Voice Mail
■
Enabling Call Trace
■
Ending a Call
■
Assigning an Outcome
■
About Wrapping-Up an Interaction
■
Optional Hook Flash Feature
CAUTION: Interaction Manager sends you interactions only if your status is Available. Therefore,
make sure to reset your status to Available whenever you are ready to accept a new interaction.
Accepting Calls
You can make and receive two basic types of phone calls:
■
■
Automatic Call Distributor (ACD) Calls. This type of call occurs when a person dials a number
associated with your contact center, and the call is routed to you. ACD calls include:
■
Customer initiated call
■
Web callbacks and ACD callbacks
Non-ACD Calls. This type of call occurs when the person is making a direct call to your phone
number. Non-ACD calls include:
■
Direct Inbound Calls are calls that come from outside the company directly to your phone.
■
Direct Outbound Calls are calls that you make to numbers outside the company.
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Managing Phone Interactions ■ Accepting Calls
■
Inbound/Outbound Extension Calls are calls that you make to, or receive from, other
extensions at your company.
NOTE: If you do not accept the ACD interaction within the number of rings to answer the call
setting, Interaction Manager changes your status to No Answer, and returns the interaction to
the queue for the next available agent.
Receiving an ACD Call
When you receive a new ACD call, the caller's information, if available, appears in the Interaction
Control Bar.
To receive an ACD call
1
Click the Accept icon.
The Contact Information tab opens, showing contact information, if available.
2
Pick up your phone, and begin speaking.
The workspace opens to show the Interaction Information tab.
3
Verify and complete the information.
If this is an existing contact, Oracle Contact Center Anywhere displays the contact’s name
prominently in the Interaction Control Bar.
a
Click the Contact History tab to view all previous interactions for this contact.
For more information on using and understanding Interaction History, see Accessing
Interaction History Information on page 73
b
If you have a script, from the Sidebar, click Outbound Preview.
For more information on scripts, see Reading and Loading Scripts on page 91.
NOTE: If the contact does not already exist, then Unknown appears in the place of the contact’s
name, and you must enter new contact information, or select a contact from a list of possible
matches. For more information about locating contacts, see Finding Contact Records on page 97.
Retrieving an ACD Voice Mail from an Interaction
History Record
One way to retrieve an ACD voice mail message is from the interaction history record.
To retrieve an ACD voice mail from interaction history
1
Find the contact.
For more information on locating contacts, see Finding Contact Records on page 97.
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Managing Phone Interactions ■ Off-Hook and On-Hook Interactions
2
View the Contact History.
For more information on viewing contact history, see Viewing Contact History for a Current
Interaction on page 104.
3
Double-click an interaction record to open it.
A hyperlink to a voice mail appears as an entry in the interaction record.
4
Click the Open Voicemail hyperlink.
Interaction Manager opens your media player and the voice mail begins to play.
NOTE: It might take some time for your media player to open.
Off-Hook and On-Hook Interactions
You can accept a new call interaction while working off-hook or on-hook:
■
Working Off-Hook. You are most likely using a headset, and you connect to Oracle Contact
Center Anywhere once. Instead of picking up the phone each time an interaction arrives, click
the Accept icon in the Interaction Control Bar.
■
Working On-Hook. You answer the physical phone each time that it rings.
When you receive a new phone interaction, Interaction Manager displays the caller’s phone number,
if available, in the Interaction Control Bar in an active call window.
If you do not accept a phone interaction before the number of rings to answer the call, Interaction
Manager changes your status to No Answer, and puts the interaction in the queue for handling by
the next available agent.
NOTE: If you do not accept the interaction within the number of rings to answer the call setting,
Interaction Manager changes your status to No Answer, and returns the interaction to the queue for
the next available agent. The setting for ACD callback and Web callback interactions is 1 minute.
The On-Hook or Off-Hook phone status icon appears.
Accepting a Phone Interaction While Working Off-Hook
You can accept phone interactions while working off-hook.
To accept phone interactions while off-hook
1
After logging in to Interaction Manager, click the Actions link , and then click Connect to Server.
The off-hook icon appears in the Bottom Bar area, indicating that you are working off-hook and
are ready to accept a new call. When a call arrives, Interaction Manager sounds a beep, and
displays the Active Call window in the Interaction Control Bar.
2
Click the Accept link and begin speaking.
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Managing Phone Interactions ■ Off-Hook and On-Hook Interactions
■
If the phone number is already in Oracle Contact Center Anywhere along with the contact
information, Oracle Contact Center Anywhere automatically retrieves the contact’s name and
displays it in the Interaction Control Bar. If Oracle Contact Center Anywhere cannot find the
contact, the word Unknown appears instead, reminding you to create a new contact or find
a match from a list of possibilities. For more information on locating contacts, see Finding
Contact Records on page 97.
■
Notice that the following action icons are available.
❏
Hold. Places the caller on hold.
❏
Disconnect. Hangs up the telephone.
❏
Transfer. Routes a call to an agent, workgroup, or an external number.
❏
Voice Mail. Sends the caller directly to voice mail.
❏
Conference. Allows you add more people to a call.
❏
Recording. If recording is configured, you can record the interaction.
❏
Mute. Prevents the caller from hearing you.
What Happens Each Time a New Phone Call Arrives?
Each time a new phone call arrives, these events occur:
■
A New Call window appears in the Interaction Control Bar.
■
The orange color identifies the call as new.
■
The Accept link is available in the New Call window.
■
The phone line status (in the Bottom Bar) displays a Ringing icon.
Accepting a Phone Interaction While Working On-Hook
You can accept a phone interaction when you are working on-hook. When you accept the interaction:
■
The orange New Call window changes to a blue Active Call window.
■
Action icons (Hold, Disconnect, Transfer, Voice Mail, Conference, and Mute) become available.
■
The caller’s information (such as name, phone number, priority, and so on) appears in the window
(if known). If the caller is not known, Interaction Manager displays Unknown in the place of the
caller’s name.
To accept phone interactions while working on-hook
1
Click the Accept link in the New Call window.
2
Begin speaking.
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Managing Phone Interactions ■ Call Transfers
Call Transfers
You can transfer an active call to another user, or to an external phone number using one of the
following:
■
Transfer
■
Supervised transfer
■
Warm transfer
Table 7 describes the types of transfers.
Table 7.
Types of Call Transfers
Transfer Type
Description
Transfer
Transfer an active call directly from yourself to someone else, which is
sometimes called a blind transfer or cold transfer.
Supervised Transfer
Use a supervised transfer to speak to the person who is to receive the
transferred active call without the caller hearing you. In this way, you can
provide the caller's name and other useful information.
Warm Transfer
Use a warm transfer to conference everyone, including you, the active
caller, and the person to whom you are transferring the call (such as Agent
2). In this way, you can stay on the line as long as necessary.
In addition, you can click the Leave button to remove yourself from the
conference, and let the caller and Agent 2 continue talking.
NOTE: When you are already in a conference, the only options are to
remove yourself from the conference, or disconnect.
NOTE: When transferring a call to another user, look at the information in the Presence column of
the Transfer To dialog box to determine the current state of the user (who is in the same partition
as you). For more information on transferring calls to another user, see Transferring an Internal
(Extension) Call on page 49.
Transferring an Internal (Extension) Call
Complete the steps in the following procedure to transfer a call from an internal extension.
To transfer an internal call
1
From the Active Call window in the Interaction Control Bar, click the Transfer icon.
The Transfer To box opens.
2
Find and select a user from the list.
For more information on locating users, see Finding Users on page 34.
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Managing Phone Interactions ■ Call Transfers
3
Click the Transfer icon.
Oracle Contact Center Anywhere transfers the call and the interaction disappears from the
Interaction Control Bar.
Transferring an Incoming (Outside) Call to Another User
or Workgroup
You can transfer an outside call to another user or group from the Active Call window in the
Interaction Control Bar.
To transfer an outside call to another user or group
1
Click the Transfer icon.
The Transfer To box opens, providing a User tab, a Workgroup tab, and an External Number tab.
2
Click the Workgroup tab.
A list of workgroups appears belonging to a partition or a company (if partitions are not in use).
TIP: You can also select the External Number tab to transfer the call to an outside number. The
External Number tab provides a drop-down country selection box, and a box where you type the
outside phone number.
3
Find and select the workgroup that you want.
4
Click the Transfer icon.
If required, the Outcomes box appears, providing a list of outcomes. In addition, the Active Call
window turns gray and displays Selecting Outcome.
a
Select an outcome, and click Select.
The active area displays Wrap-up, if the wrap-up time is longer than the selected outcome
time.
b
Click the End Wrap-up icon.
The active call area for this interaction closes.
Using a Supervised Transfer
Use a Supervised Transfer to speak to the person who is to receive the transferred call without the
caller hearing you. In this way, you can provide the caller's name and other useful information.
To use a supervised transfer
1
From the Active Call Window in the Interaction Control Bar, click the Transfer icon.
The Transfer To box opens.
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Managing Phone Interactions ■ Call Transfers
2
Select the User tab.
TIP: You can also select the External Number tab to transfer the call to an outside number. The
External Number tab provides a drop-down country selection box, and a box where you type the
outside phone number.
3
From the list of users, find and select a user from the list.
For more information on locating users, see “Finding Users” on page 34.
4
Click the Supervised Transfer icon.
Oracle Contact Center Anywhere places the original call on hold, and a box appears showing the
name of the person on hold and the name of the person being connected, together with a
progress bar.
When Oracle Contact Center Anywhere makes the connection, the box refreshes to show the
caller still on hold, but the person to whom you transferred the call is Active, and the Complete
button becomes available.
5
Tell the person who is receiving the call any information about the caller, which might be useful,
and click Complete.
Interaction Manager transfers the call, the box closes, and the interaction no longer appears in
your Interaction Control Bar or workspace.
Using a Warm Transfer
Use a warm transfer to conference everyone, including yourself, the caller, and the person to whom
you are transferring the call (such as Agent 2). In this way, you can stay on the line as long as
necessary. In addition, you can click Leave to remove yourself from the conference and let the caller
and agent 2 continue talking.
To use a warm transfer
1
From the Active Call window, click the Transfer icon.
The Transfer To box opens.
2
Select the User tab.
You can also select the External Number tab to transfer the call to an outside number. The
External Number tab provides a drop-down country selection box, and a box where you type the
outside phone number.
3
Find and select a user from the list, such as Agent 2.
For more information on locating users, see Finding Users on page 34.
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Managing Phone Interactions ■ Recording Calls
4
Click the Warm Transfer icon.
Oracle Contact Center Anywhere places the original caller on hold. A box appears showing the
name of the caller on hold and Agent 2 along with a connecting progress bar.
When Oracle Contact Center Anywhere makes the connection to Agent 2, the box refreshes to
show the caller still on Hold, but Agent 2 is Active, and the Combine button becomes Available.
You can talk to Agent 2, without the caller hearing your conversation, and look at all the available
interaction information.
5
Click Combine.
The caller's ID appears on the screen of Agent 2 and everyone can talk in conference. The box
refreshes to show that both the caller and Agent 2 are Active. In addition, a Leave button
appears.
6
If you want, click Leave to disconnect yourself from the conference.
Agent 2 and the caller still remain connected in the conference.
Recording Calls
If the call recording functionality is configured in Interaction Manager, you can record any incoming
ACD call, using the Start Recording icon in the Active Call Window. You can, for example, record a
call to confirm a transaction.
NOTE: Oracle Contact Center Anywhere can be configured to allow recording when a contact is not
assigned. If so, the recording action is available from the interaction control.
CAUTION: You can record only incoming ACD calls. Oracle Contact Center Anywhere does not allow
recording of direct outbound calls, direct inbound calls, or extension calls.
To record calls
1
From the Active Call window, click the Start Recording icon.
The telephone icon includes a picture of a tape and the Stop Recording icon replaces the Start
Recording icon.
When you want to stop recording, click the Stop Recording icon.
Disabling Recording
When Disable Recording is selected, a transaction recording, quality recording, or call trace
(emergency recording) immediately stops.
To disable recording
1
From the Active Call window in the Interaction Control Bar, click the Interaction drop-down list
2
Select Disable Recording.
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Managing Phone Interactions ■ Placing a Caller on Hold
Finding a Previously Recorded Interaction
You can find a previously recorded interaction by accessing the Contact tab or the Interaction History
tab from the Sidebar. For more information about using these tabs, see: Managing Contacts on
page 97 and Using Interaction History on page 73.
Placing a Caller on Hold
Complete the steps in the following procedure to place a caller on hold.
To place a caller on hold
1
In the Active Call window click the Hold hourglass icon, or click the drop-down arrow, and then
select Hold from the list.
While on hold, and if your system is configured for it the caller might hear music.
2
3
Check if the caller is on hold by looking for the following changes to the call window:
■
The Active Call window changes to the On Hold Call window.
■
The color of the window changes from blue to gray.
■
The telephone icon changes to show a phone plus an hourglass.
■
A green check mark (active) appears in place of the Hold icon.
■
The drop-down list changes from Hold to Make Active.
To take the call off hold and make it active again, click the Active icon (green check mark).
Sending a Caller Directly to Voice Mail
You can send a caller immediately to voice mail.
To send a caller to voice mail
1
Click the Voicemail icon in the Active Call window.
Alternatively, you can click the drop-down arrow, and then select Voicemail from the drop-down
list.
2
Check to determine if Interaction Manager sent the caller to voice mail by looking for the
following changes to the call window:
■
The Active Call window changes to the Voicemail window.
■
The color of the window changes from blue to gray.
■
The Voicemail icon is no longer an option.
■
A green check mark (active) appears in place of the Disconnect icon.
■
The drop-down list no longer has a Voicemail option.
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Managing Phone Interactions ■ Enabling Call Trace
3
To make the call active again before the caller hangs up, click the Active icon (green check).
Enabling Call Trace
The Call Trace functionality allows you to initiate a call trace for emergencies. The call trace feature
also activates recording.
To enable call trace
1
From the Interaction drop-down list, select Call Trace.
The drop-down menu option text turns red, showing that Call Trace is active.
2
Click Yes to confirm the message: Are you sure?
The recording begins. A Phone icon appears with a red dot next to the phone, flashing alternately
with the white magnifying glass in the center. When the trace has been successfully sent, the
flashing stops.
NOTE: If the caller asks not to be recorded, click Disable Recording from the Interaction Control
drop-down list. Interaction Manager immediately stops the recording.
Ending a Call
There are a number of methods that you can use to disconnect a call.
To end a call
■
End a call using one of the following methods:
■
Click the Disconnect icon in the Active Call window
■
Click Disconnect from the drop-down list.
■
Select the Active Call window, and then select Hang-up from the Action drop-down list.
Assigning an Outcome
In some cases, you might be required to assign an outcome to an interaction after you finish with
the caller. An outcome describes the result of a call or callback. Example outcomes include Sale,
Request for Literature, Request for Product Change, and so on.
If you are required to assign an outcome, then the Active Call window automatically changes to the
Selecting Outcome window after you disconnect the interaction.
Unless you have more wrap-up time, both the Selecting Outcome window and the Outcomes dialog
box disappear after you select an outcome.
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Managing Phone Interactions ■ About Wrapping-Up an Interaction
About Wrapping-Up an Interaction
Your administrator can configure Oracle Contact Center Anywhere to give you a specific amount of
wrap-up time after each interaction to take care of various tasks before Interaction Manager is
allowed to send you another phone interaction. This wrap-up time is used to complete different tasks,
such as updating a form, making sure a contact record exists, and so on. Wrap-up time does not
apply to outbound calls.
NOTE: Wrap-up time is optional and not used by all contact centers. Ask your supervisor or
administrator if your contact center uses wrap-up time and how much time you have.
Wrap-up begins when you finish the call, and the contact hangs up. When wrap-up begins:
■
The call window changes to Wrap Up.
■
The color changes from blue to gray.
■
The only available action item is End Wrap-up.
While you are in wrap-up mode, Interaction Manager interprets your status as Busy even though your
displayed status might be Available. When the wrap-up ends, Interaction Manager automatically
changes your status to Available.
When your wrap-up time reaches its limit, the window disappears. Interaction Manager can then
send you a new interaction from the queue, if one exists.
NOTE: If you are configured to handle multiple interactions, while you are in wrap-up mode,
Interaction Manager might send an offline interaction (such as chat or email).
If you finish before your time limit, you can click the End Wrap-up action to immediately become
available for new phone interactions. The timer starts when the interaction ends or immediately after
you select an outcome. The timer starts at zero and counts up.
If, however, you are creating or updating a contact, and you or the customer disconnects before you
finish, wrap-up automatically begins. Oracle Contact Center Anywhere prompts you to save your
work and stop, or continue entering information.
Wrapping Up an Interaction
This procedure describes how to wrap up an interaction.
Wrapping up an interaction
1
When you finish adding information, click End Wrap up,
2
Click Remove.
The interaction is removed from the Interaction Control Bar.
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Managing Phone Interactions ■ Optional Hook Flash Feature
Optional Hook Flash Feature
Hook Flash is a telephone feature that simulates a quick on-hook, off-hook cycle. This feature is
usually the functional equivalent of quickly hanging up and lifting the receiver on an old style phone.
Most modern telephones implement this feature with a button.
If your system is configured to use the Hook Flash feature, then you can do the following, as long as
you have a Modular Station Interface (MSI) or High-Density Station Interface (HDSI) phone:
■
Make an extension call
■
Make an outbound call
■
Retrieve voice mail
■
Place a call on hold
■
Place a call in conference
■
Transfer a call
When you pick up the phone to make a call, a menu plays. The menu indicates the following:
You may dial an extension now. If you have a caller on hold, you can do a hook flash to retrieve
the call. To dial out, press 9. For voice mail, press the asterisk (*) key.
NOTE: When you dial out, you must include the area code after pressing 9.
When using Hook Flash, click the Flash button on the phone, or hang up the phone for a second:
■
If you press the Flash button during a call, the person on the line is placed on Hold, and the
standard Hook Flash menu plays:
You may dial an extension now. If you have a caller on hold, you can do a hook flash to retrieve
the call. To dial out, press 9. For voice mail, press the asterisk (*) key.
■
If you press the Flash button while connected to two people, the following menu plays:
Press 1 to connect the first held party. Press 2 to connect the second held party. Press 3 to
conference the parties on hold. Press 4 to transfer connect the parties on hold.
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8
Creating and Joining Conference
Calls
This chapter describes how to create and join a conference call. It includes the following topics:
■
Creating a Conference
■
Exiting a Conference
■
Joining a Conference
■
Removing a Caller from a Conference
■
Inviting a Caller Back to a Conference
■
Muting and Unmuting Your Workstation
Creating a Conference
Conference calls allow several people to communicate simultaneously. When you create a
conference, you can exit the conference to answer other calls, then return to the conference, or exit
permanently while the other participants continue speaking. Each user is allowed to create a
conference. The number of members is limited by the Oracle Contact Center Anywhere Interaction
Manager configuration.
NOTE: Before you can create a conference, you must have at least one active interaction.
To create a conference
1
Select the caller whom you want to add to the conference.
2
From the Active Call window in the Interaction Control Bar of the person you called (or who called
you), click the Conference icon.
The following events occur:
■
The Active Call window changes to display Conference (first in gray, and then in blue).
■
Exit, Disconnect All, and Mute become available.
■
The number of participants appears as 1, and you and the caller can hear each other.
Adding Multiple Callers to a Conference
You can add a number of callers to the conference.
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Creating and Joining Conference Calls ■ Exiting a Conference
To add multiple callers to a conference
1
Create a conference, and then call another prospective conference participant using the Dialer
or the company directory.
For more information on conferencing, see Creating a Conference on page 57.
The first Active Call window moves to the right, and then a New Active Call window appears,
showing the name of the second person you called.
2
Click the Conference icon from the Active Call window of the new call.
The following events occur:
3
■
The new Active Call window changes to display Conference (first in gray and then back to
blue).
■
Exit, Disconnect All, and Mute become available.
■
The number of participants appears as 2, and all three participants can hear each other.
Do one of the following:
■
Click anywhere in the Conference box to open the Conference tab in your workspace, which
displays each participant's name and phone number.
■
Click the Conference box down arrow to view each participant's name and phone number.
NOTE: Use the scroll bar, or click and drag the participant’s dialog box border to expand the size
of the dialog box to see all information.
Exiting a Conference
When you are in a conference call, the Interaction Control Bar displays a Conference window showing
the number of participants.
NOTE: To view the person who started the call, click anywhere in the Conference window. The
Interaction Information tab opens in your workspace to show you information about the person who
started the conference.
You can exit a conference as follows:
■
You can exit a conference that you started.
■
You can exit a conference that you did not start.
Exiting a Conference That You Started
You can exit a conference that you started.
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Creating and Joining Conference Calls ■ Joining a Conference
To exit a conference
1
From the Conference window, click the Exit link:
The Conference box appears gray to indicate you are no longer in the conference. The number
of participants still appears in the gray box and the available links change to Join and Disconnect
All.
2
Click anywhere in the gray Conference box to open the Conference tab in your workspace, where
you can still see who is in conference and their phone numbers.
Exiting a Conference That You Did Not Start
You can exit a conference started by another caller.
To exit a conference
■
From the Active Call window, click the Disconnect icon, or select the down arrow, and then
Disconnect.
Joining a Conference
If you started the conference and then exited it, you can re-enter (rejoin) by selecting the Join icon.
After you exit your conference, the Conference box turns gray, shows the number of participants,
and displays a Join icon and a Disconnect All icon.
NOTE: You can join a conference only if you were invited by the person who started the conference.
To join a conference
■
Click the Join icon.
The Conference box turns blue, and the available icons are Exit, Disconnect All, and Mute.
Removing a Caller from a Conference
In some cases, you might want to have a private conversation with a conference call participant
without disturbing the rest of the parties on the call. You can remove a caller from a conference in
two ways:
■
From the Conference Call window
■
From the Conference tab, which appears in your workspace
NOTE: You can remove a caller only from a conference that you started.
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Creating and Joining Conference Calls ■ Removing a Caller from a Conference
Removing a Caller Using the Conference Call Window
Complete the steps in the following procedure to remove a caller using the conference call window.
To remove a caller
1
From the Conference Call window in the Interaction Control Bar, click the drop-down arrow.
A box displaying the names and phone numbers of all call participants appears.
TIP: Use the scroll bar, or click and drag a box border to expand the box to display all
information.
2
Select the person whom you want to remove from the conference, and click either the Pull-Out
or Disconnect icon:
a
Click Pull-out to remove the participant from the conference, but keep the connection so that the
participant can rejoin the conference.
b
Click Disconnect to remove the participant from the conference, and close the connection, so that
the participant cannot rejoin the conference.
Interaction Manager removes the person from the conference.
Removing a Caller Using the Conference Tab
You can remove a caller from a conference you have started, using the Conference tab in your
workspace.
To remove a caller
1
From the Conference tab, select the person whom you want to remove from the list of
participants.
2
Do one of the following:
■
Click Pull-out to remove the participant from the conference, but keep the connection so that
the participant can rejoin the conference.
■
Click Disconnect to remove the participant from the conference, and close the connection, so
that the participant cannot rejoin the conference.
Interaction Manager removes the person from the conference.
Removing All Callers from the Conference
You can remove all participants from a conference.
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Creating and Joining Conference Calls ■ Inviting a Caller Back to a Conference
To remove all callers
■
From the Conference Call window in the Interaction Control Bar, click the Disconnect All link.
Interaction Manager removes everyone from the conference, and closes the Conference box and
tab.
Inviting a Caller Back to a Conference
You can invite a removed conference participant back to the conference call.
To invite a caller back to a conference, do one of the following
■
If you selected Pull-Out to remove a conference participant from a Conference call, then click the
Conference icon to add the caller to the conference again.
■
If you selected Disconnect to remove a conference participant from a Conference call, then you
must first dial the caller again to establish a connection to add the caller to the conference again.
Muting and Unmuting Your Workstation
Sometimes, during a conference, you might want to block out background noise, which can be
distracting to others. You can use the Mute feature.
To mute your workstation
■
From the Active Call window in the Interaction Control Bar, click the Mute icon.
The Mute icon changes to Unmute, and other listeners can no longer hear any background noise.
To unmute your workstation
■
In the Active Call window in the Interaction Control Bar, click the Unmute icon.
The Unmute icon changes to Mute, and the callers can hear you speaking.
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Creating and Joining Conference Calls ■ Muting and Unmuting Your Workstation
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9
Managing Chat Interactions
This chapter describes how to handle Web-based chat and intelligent chat interactions. It includes
the following topics:
■
About Receiving a New Chat Interaction
■
Accepting a Chat
■
Sending a Chat Text Message
■
Using Chat Cobrowsing
■
Pushing a Predefined Web Address
■
Pushing a Unique Web Address
■
Sending a Prepared Response
■
Receiving a Chat from Your Supervisor
■
Transferring a Chat to Another Workgroup or Agent
■
Ending a Chat Session
About Receiving a New Chat Interaction
There two types of chat interactions:
■
Web-based chat. Is real-time communication between two users, each using a computer. When
a chat is started, either user can enter text by typing on the keyboard. The entered text appears
on the other user's monitor.
■
Intelligent chat. Uses keyword matching to find recommended chat responses based on
matching relevance scoring.
Normally, a customer requests a chat by completing a form created by an administrator. The form
might ask customers for information, such as their name, company name, email address and phone
number.
Interaction Manager uses the customer’s email address to automatically send a new chat to an
available agent. When you receive a new chat interaction, Interaction Manager notifies you by
displaying the interaction information in a New Chat window.
Oracle Contact Center Anywhere tries to automatically assign a contact based on the email address
for chats. The name that displays in the window is the contact’s name, if it is assigned, or Unknown,
if it is not assigned. Interaction Manager populates the customer information entered in the Create
Contact tab to help you create a new contact for this interaction.
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Managing Chat Interactions ■ Accepting a Chat
If your company has configured your system to allow multiple simultaneous chat interactions, you
can handle multiple chat interactions simultaneously, up to the limit set by your system
administrator.
NOTE: You must click Accept within 1 minute or else Interaction Manager changes your status to No
Answer, and moves the interaction to the queue for the next available agent. If you already accepted
a chat interaction, you can make yourself available to accept a phone interaction by selecting
Available from the Status drop-down list.
Accepting a Chat
You must click Accept within 1 minute, or your status is changed to No Answer, and the interaction
is moved to the queue for the next available agent.
To accept a chat
1
From the Interaction Control Bar, click the Accept icon in the New Chat window.
A Chat page opens showing the person's name (if known), your system time, and the text
message. Interaction Manager uses a Chat Template (if configured), and enables the Chat
Response button.
2
If Interaction Manager cannot find the contact that you want, create a new one.
Interaction Manager helps you by using the information provided by the customer’s chat request
to begin populating the contact information page. For more information on locating contacts, see
Finding Contact Records on page 97.
3
You can respond in several different ways:
■
Send a text message
■
Share Web pages back and forth
■
Push a predefined URL
■
Push a unique URL
■
Select a predefined chat response based on a chat template
Sending a Chat Text Message
Complete the steps in the following procedure to send a chat message.
To send a chat message
1
64
From the bottom of the Chat page, in the Text tab, type your text message.
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Managing Chat Interactions ■ Pushing a Predefined Web Address
2
Click Send.
Your response appears in the chat box.
NOTE: The contact’s first name and last name appear when the contact is typing a message.
Pushing a Predefined Web Address
Using chat, you can push a predefined Web address (URL) to the customer.
To push a Web address
1
Click URL Library.
A list of predefined addresses (URLs) for various Web pages appears.
2
Review and double-click the most appropriate URL to give to the customer.
3
Click Push to forward your selection to the customer.
Pushing a Unique Web Address
Using chat, you can push a unique Web address (URL) to the customer.
To push a unique Web address
1
From the bottom of the Chat page, click the URL tab.
2
Type the unique Web address, and then click Push.
Sending a Prepared Response
You can use the Chat screen to send a prepared response (intelligent chat) supplied by your
administrator to the customer.
To send a prepared response
1
In the Chat page, select specific text that the customer typed (such as a product name, product
type, and so on).
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Managing Chat Interactions ■ Using Chat Cobrowsing
2
Click the Chat Response button.
Interaction Manager tries to match the selected text to a predefined pattern stored in the library
templates.
One or more matching templates might appear. (Each template displays a percentage match in
the upper-right corner, based upon how closely the customer's specific words match the
keywords in the template.)
NOTE: If there is no score, or a low score, you can scroll through the templates to determine
which information is appropriate for your customer.
3
4
Click a template to review it, and then you can do one of the following:
■
Cut and paste information from the template into the text area of the Chat page.
■
Select the text, and click Copy to send the text to the customer.
Click Send to.
Interaction Manager sends the information to the client, and displays it in the message window.
Using Chat Cobrowsing
You and the customer can share Web page URLs back and forth.
To use chat cobrowsing
■
Click Start Cobrowsing.
A browser window opens showing the URL that you want the customer to see. Any change you
or the customer makes appears in both your window and the customer’s browser window.
Receiving a Chat from Your Supervisor
When you receive a chat interaction from your supervisor, Interaction Manager notifies you by
displaying the interaction information in the Interaction Control Bar. A chat page opens showing your
supervisor’s name, timestamp, and a text message.
To receive a chat from your supervisor
1
From the bottom of the chat page, in the Text tab, type your text message.
Your supervisor can see that you are in the process of typing and knows you have seen the
message, because your first and last names appear in a typing message.
2
When you have finished typing, click Send.
NOTE: You cannot refuse to accept a supervisory chat. You can respond to a chat only by text
messaging.
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Managing Chat Interactions ■ Transferring a Chat to Another Workgroup or Agent
Transferring a Chat to Another
Workgroup or Agent
You can transfer a customer chat to another workgroup or agent, or to a supervisor working on the
project.
To transfer a chat
1
In the Active Chat window, click Transfer.
The Transfer dialog box opens.
2
Double-click the name of an agent, and then click Cancel to close the Transfer dialog box.
The following events occur:
■
Interaction Manager removes the chat interaction from the Interaction Control Bar.
■
If the agent accepts the transferred chat, Interaction Manager sends a transcript of your
previous communication with the customer to the agent.
■
If the agent is unavailable to accept the chat interaction, Interaction Manager transfers the
customer back to you.
Ending a Chat Session
When you finish chatting with a customer, end the session so that Interaction Manager can save the
interaction in the contact database, and update your interaction statistics.
Interaction Manager saves the interaction to the database even if the contact is not assigned, and
has Unknown as the contact’s name. Thus, it is much easier to retrieve chat history when you assign
contact information. For more information on how contacts are assigned, see How Contacts Are
Assigned on page 102.
To end a chat session
1
Type a message for the customer, indicating that you are finished chatting, and click Send.
2
In the Interaction Control Bar, click the End Chat Session link.
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Managing Chat Interactions ■ Ending a Chat Session
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10 Managing SMS Interactions
This chapter describes how to manage SMS interactions. It includes the following topics:
■
Accepting an SMS Interaction
■
Responding to an SMS Message
■
Transferring the SMS Interaction to Another Agent or Workgroup
■
Disconnecting an SMS Interaction
Accepting an SMS Interaction
Depending upon your system configuration, you might be able to handle multiple SMS interactions.
Interaction Manager sends SMS interactions automatically to an available agent, based on the
contact’s phone number. When you receive an SMS interaction:
■
Interaction Manager notifies you by displaying the SMS interaction in the Interaction Control Bar,
or by playing a sound. For more information on notifications, see Specifying Sounds for New
Interactions on page 23.
■
Interaction Manager also displays the sender’s name (if known) and phone number in the
Interaction Control Bar. If Interaction Manager cannot find the sender’s name, Unknown appears.
■
The Contact tab opens in your workspace, showing all the known information about the contact
(if a Contact record associated with the phone number exists in the Oracle Contact Center
Anywhere database).
To accept an SMS interaction
1
From the Interaction control, click Accept.
The SMS Interaction window updates, changes color, and provides two new action links:
Disconnect and Transfer.
2
From the SMS windows, take the appropriate action to respond to the interaction.
See Responding to an SMS Message on page 69.
Responding to an SMS Message
After you accept an SMS interaction, the SMS window appears. From the SMS window you can
respond to the SMS message.
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Managing SMS Interactions ■ Transferring the SMS Interaction to Another Agent or
Workgroup
Before you send your response, assign the interaction to a contact, if a contact record exists for the
SMS customer. This action allows you to retrieve the interaction history for the customer at a later
time. If the interaction is not assigned to a customer’s contact record, Interaction Manager saves the
record using Unknown (contact) instead of the customer’s name. You can also create a new contact
record. For more information about creating contacts, see Creating a Contact Record on page 99.
NOTE: Each message page is 160 bytes. If a longer message is received, it is presented in 160 byte
pages, up to 2000 bytes.
To respond to an SMS message
1
Scroll to the bottom of the SMS window, and type your response in the Text tab.
2
Click Send.
NOTE: The SMS interaction is not open session; the incoming message and the agent response
conclude the transaction.
Transferring the SMS Interaction to
Another Agent or Workgroup
If you determine that another agent or workgroup is better suited to handle a specific SMS inquiry,
you can transfer it to another agent or workgroup, just as you would a phone call.
To transfer an SMS interaction
1
From the Interaction Control Bar, click the Transfer icon in the New SMS window.
The Transfer To window opens providing a User tab and a Workgroup tab.
2
Select a tab to transfer the interaction to another user or workgroup.
A list of items is displayed.
3
Find and select an item from the list.
For more information on locating users, see Finding Users on page 34.
4
Click the Transfer icon.
Oracle Contact Center Anywhere transfers the SMS interaction, which then disappears from the
Interaction Control Bar.
Disconnecting an SMS Interaction
You can end an SMS session using two methods:
■
Use the Interaction Control to end the interaction.
■
Close the SMS window.
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Managing SMS Interactions ■ Disconnecting an SMS Interaction
To disconnect an SMS interaction
1
Make sure the SMS session that you want to end is an active interaction.
2
From the Interaction Control Bar, click End SMS Session in the SMS Interaction window:
If your administrator does not require you to supply an outcome for each interaction, then
Interaction Manager displays a Discard SMS confirmation message.
3
Do one of the following:
■
Click Yes to discard the SMS.
If you select No, Interaction Manager closes the confirm window. However, the SMS
interaction is still active. If your administrator requires you to supply an outcome for each
interaction, then Interaction Manager displays the Outcome dialog box.
■
Click an Outcome from the drop-down list, and then click Select.
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Managing SMS Interactions ■ Disconnecting an SMS Interaction
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11 Using Interaction History
This chapter describes contact interaction history records and shows you how to access and use this
information. This chapter includes the following topics:
■
Contact Interaction History Records
■
Accessing Interaction History Information
■
Viewing Current Interaction History
■
Viewing Contact Interaction History
■
Researching Inactive Interactions
■
Researching Inactive Media Interactions
Contact Interaction History Records
Interaction Manager tracks each step of a customer’s interaction in a Contact History record.
Knowing the details about all of the customer’s previous interactions helps you to respond with
greater accuracy. Contact History information includes:
■
The contact’s name, or Unknown for unassigned interactions
■
The interaction start and stop times
■
Which agent received the interaction
■
Voice recordings
■
Notes
■
Transcripts of the original email or chat, and the response (if the interaction was an email or chat)
Known Contacts and Unknown Contacts
Assigning a contact to each interaction makes it easier to access the complete interaction history.
Interaction Manager labels unassigned contacts as Unknown, which means that they are not defined
in the contact database, or that they are not unique.
Accessing Interaction History
Information
You can access interaction history information in different ways:
■
Use the Current Session History tab for an active interaction. (You can use a contact name or
search interactions assigned as Unknown.)
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Using Interaction History ■ Viewing Current Interaction History
■
Select Contact from the Sidebar. (You must use a contact name.)
■
Select Interaction History from the Sidebar to find information about any inactive interaction.
(You can use a contact name or search interactions that Interaction Manager assigned as
Unknown.)
Viewing Current Interaction History
When you accept a new interaction, Interaction Manager automatically displays interaction
information, if known, in your workspace in the Interaction Information tab. This tab displays general
information about the customer (such as the name, address, phone numbers, email address, and
priority rating). If the customer information is unknown, then the name, Unknown, appears in place
of the contact’s name.
To view current interaction history
1
Select the Current Session History tab to view all steps that the current interaction experienced
before Interaction Manager routed it to your workstation.
2
Click an underlined item to access more information, such as a chat transcript, an email
transcript, a voice recording, or a note.
For example, if you click a transcript link, Interaction Manager opens a new window displaying
the contents of the transcript.
If you click a recording link, Interaction Manager loads the object into the sound editor on your
host (such as Windows Media, Real Player, and so on). Your sound editor automatically opens and
plays the recording.
Viewing Contact Interaction History
You can view interaction history from the Contact tab.
To view contact interaction history
1
From the Sidebar, click Contact.
The Contact tab opens in your workspace.
2
Click the Contact History tab.
A list of interaction histories associated with the contact appears. You can sort these by Project,
Type, or Date/Time by clicking the corresponding column label.
3
Double-click an interaction history from the list.
The Interaction History opens, showing more details.
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Using Interaction History ■ Researching Inactive Interactions
Researching Inactive Interactions
Use the Interaction History tab to research information about an interaction that is not currently
active.
To research information about an inactive interactions
1
From the Sidebar, click Interaction History.
The Interaction History tab opens, where you can search for the interaction history of an
interaction that is not currently active.
2
3
Search for an interaction by entering or selecting one or more of these criteria from the
respective menus or calendars:
■
Date range
■
Interaction type
■
Project
■
Workgroup
■
User
■
Customer phone number
■
Email address
■
Fax number
■
Interaction ID
After entering search criteria, click Find.
A list of all matching interactions appears.
NOTE: If your system administrator has enabled data retention, it will affect the results of your
search. For more information on inactive interaction search results, contact your system
administrator.
4
Double-click the interaction.
The details appear in the window.
5
6
7
To obtain a copy, do one of the following:
■
Click Print, which opens your printer window.
■
Click Copy to Clipboard, which copies the information to your clipboard. Open a word
processing program (such as Microsoft Word or Notepad) and paste the information.
To attach a note:
a
Click the Note icon to open the Add Note window.
b
Type the contents of your note, and click OK.
To start a new search, click New Search.
The Interaction History tab is displayed.
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Using Interaction History ■ Researching Inactive Media Interactions
Researching Inactive Media Interactions
Use the Media tab to research information about inactive media interactions.
To research information about an inactive media interactions
1
From the Sidebar, click Interaction History.
The Interaction History tab opens.
2
Click Media.
The Media tab opens, where you can search for the interaction history of an inactive media
interaction.
3
4
Search for a media interaction by entering or selecting one or more of these criteria from their
respective menus, calendars, or options:
■
Media type
■
Media ID
■
Originator
■
Destination
■
User
■
Date range
■
Media store remotely
■
Media removed from system
After entering search criteria, click Find.
A list of all matching media interactions appear.
NOTE: If your system administrator has enabled data retention, it will affect the results of your
search. For more information on inactive interaction search results, contact your system
administrator.
5
Double-click the media interaction.
The details appear in the window below the list.
6
7
8
76
To obtain a copy, do one of the following:
■
Click Print, which opens your printer window.
■
Click Copy to Clipboard, which copies the information to your clipboard. Open a word
processing program (such as Microsoft Word or Notepad) and paste the information.
To attach a note:
a
Click the Note icon to open the Add Note window.
b
Type the contents of your note, and click OK.
To start a new search, click the New Search button, which returns you to the Media tab.
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12 Managing
Personal Voice Mail
and Missed Calls
This chapter describes how to manage personal voice mail and missed calls. This chapter includes
the following topics:
■
Personal Voice Mail and Missed Calls Are Displayed on the Toolbar
■
Requirements Before Retrieving Personal Voice-Mail Messages
■
Retrieving Personal Voice-Mail Messages
■
Checking for Missed Phone Calls
Personal Voice Mail and Missed Calls Are
Displayed on the Toolbar
If someone calls you while you are away from your desk, Interaction Manager displays the number
of personal voice mail and missed calls in the right corner of the Toolbar.
Requirements Before Retrieving
Personal Voice-Mail Messages
Before you can retrieve your voice-mail messages you might have to do the following:
■
Configure your email client. For more information on retrieving voice-mail messages, see
Specifying Sounds for New Interactions on page 23.
■
Add audio software to your computer to hear voice mail.
NOTE: This chapter describes what the Interaction Manager software can do. However, some of
these features might not be enabled at your site. Contact your supervisor or administrator if you are
not sure which features your site uses.
Retrieving Personal Voice-Mail
Messages
Complete the steps in the following procedure to retrieve your voice-mail messages.
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Managing Personal Voice Mail and Missed Calls ■ Checking for Missed Phone Calls
To retrieve personal voice-mail messages
1
From the Toolbar, click the missed personal Voicemail link.
The Voicemail Inbox opens, showing a list of missed personal voice-mail messages, including the
name of the person who sent the voice mail and the date and time it arrived. Depending upon
your system configuration, some of the following events can occur:
2
■
If the word Voicemail appears in red, it indicates that you have not yet listened to your
personal voice mail.
■
If the word Voicemail changes to black, it indicates that you have listened to the voice mail,
but have not deleted it from your Inbox yet.
■
A number next to the Voicemail link indicates how many personal voice-mail messages you
have.
Double-click a voice mail from the list.
Interaction Manager loads the voice mail into the media player on your workstation, and begins
playing the voice mail.
NOTE: It may take a few minutes for your media player to open.
Checking for Missed Phone Calls
You can check for missed phone calls, and then return those calls.
To check for missed phone calls
1
From the Toolbar, click the red Missed Calls link.
The Missed Calls window opens, showing a list of messages along with the times that they
arrived.
NOTE: The missed calls message always appears in red. When you clear your missed calls, the
message fades from the top bar.
2
To return the call, double-click the call that you want from the list in the Missed Calls box.
Interaction Manager dials the number.
3
To clear calls, do one of the following:
■
To clear a single call, select the call from the list, and click Clear.
■
To clear more than one call, press and hold your SHIFT key as you click the calls to clear, and
then click Clear.
■
To clear all calls, click Clear All.
TIP: Click a column heading to sort the list.
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13 Managing Callback Requests
This chapter describes how to manage callback requests. It includes the following topics:
■
About Callback Types
■
Accepting ACD Callbacks
■
Accepting Web Callbacks
About Callback Types
There are three types of callback requests that you might encounter:
■
ACD Callback from a workgroup call. An ACD Callback occurs when a caller chooses to leave
a message rather than continue to wait in a queue for the next available agent. When this
happens, a New Callback Interaction window appears in the Interaction Control Bar.
■
Web Callback. A Web Callback occurs when a customer requests to speak to an agent while
visiting a Web site. When this happens, a New Web Callback Interaction window appears in the
Interaction Control Bar. The customer enters more information that is not available over the
phone.
Accepting ACD Callbacks
When you accept a callback, Interaction Manager notifies you and initiates the callback to the
customer. An outbound call message is a prerecorded message customized for your contact center.
To accept a callback
1
When an ACD callback interaction appears in the Interaction Control Bar, click Accept.
The following events occur:
2
■
If you are working on-hook, your phone will ring. When you answer your phone, you hear
the outbound call message in progress. When the caller answers, begin speaking.
■
If you are working off-hook, as soon as you click Accept, Interaction Manager initiates the
callback to the customer.
If the contact is unknown, create a new contact, or find a matching contact from a list of
possibilities.
For more information on managing contacts, see About Contacts on page 97
3
Proceed with handling the call as you would with any standard phone interaction.
For more information on phone interactions, see Accepting Calls on page 45.
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Managing Callback Requests ■ Accepting Web Callbacks
Accepting Web Callbacks
Complete the steps in the following procedure to accept callbacks from the Web.
To accept Web callbacks
1
When a Web callback interaction appears in the Interaction Control Bar, click Accept.
2
Do one of the following:
■
If you are working on-hook when the caller answers, begin speaking.
■
If you are working off-hook, as soon as you click Accept, Interaction Manager initiates the
callback to the customer.
The Contacts information page opens, providing information about the contact, if known.
3
If the contact is unknown, create a new contact, or find a matching contact from a list of
possibilities.
For more information on managing contacts, see About Contacts on page 97
4
Proceed with handling the call as you would with any standard phone interaction.
For more information on phone interactions, see Accepting Calls on page 45
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14 Managing Email Interactions
This chapter explains how to handle email interactions. It includes the following topics:
■
Accepting an Email Interaction
■
Responding to an Email
■
Returning a Unique Email Response
■
Transferring an Email Interaction to Another Agent or Workgroup
■
Sending a Prepared Email Response
■
Disconnecting an Email Interaction
Accepting an Email Interaction
Depending upon your system configuration, you might be able to handle multiple email interactions.
Interaction Manager sends email interactions automatically to an available agent, based on the
contact’s email address. When you receive an email interaction:
■
Interaction Manager notifies you by displaying the email interaction in the Interaction Control
Bar, or by playing a sound. For more information about sound notifications, see Specifying Sounds
for New Interactions on page 23.
■
Interaction Manager also displays the sender’s name (if known) and email address in the
Interaction Control Bar. If Interaction Manager cannot find the sender’s name, Unknown appears.
■
The Contact tab opens in your workspace showing all the known information about the contact
if a contact record associated with the email header information exists in the database.
CAUTION: If you do not accept a new email interaction within one hour, Interaction Manager sets
your status to No Answer, and places the interaction in the queue for the next available agent.
To accept an email interaction
■
Click Accept from the Interaction Control.
The Email Interaction window updates, changes color, and provides new action links for Hold,
Disconnect, Transfer, and Email Response.
Interaction Manager also launches your email client and displays the email message in your email
program.
You can do the following:
■
Send a prepared email response from an Intelligent Email Template.
■
Return a unique email response.
■
Transfer the email interaction to another agent or workgroup.
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Managing Email Interactions ■ Responding to an Email
Responding to an Email
It is important to respond to email messages routed to you by Interaction Manager. If you accept an
email interaction, but do not reply to the interaction within the time allotted by your administrator,
Interaction Manager places the interaction in the queue for the next available agent.
NOTE: If you attempt to reply to the accepted email after the time limit has elapsed, or after another
agent replies to the same email, Interaction Manager will not deliver your reply to the customer.
To respond to an email
1
Click Accept.
Interaction Manager launches your email client program.
2
If a contact record was not assigned to this customer, create and assign the contact record.
For more information on assigning contacts, see About Assigning Contacts on page 102.
NOTE: To save the interaction history for this email, it is best to assign a contact record before
you send your response. If a contact record exists for the email customer, it is easier to retrieve
the interaction history for the customer, because Interaction Manager saves the record using
Unknown (contact) instead of the customer’s name.
Returning a Unique Email Response
You can send a unique email response. However, it is often more productive and saves time to send
a prepared response instead. For more information about email responses, see Sending a Prepared
Email Response on page 83.
To return a unique email response
1
Open the email message from your client.
2
Type a response, and then click Send.
Transferring an Email Interaction to
Another Agent or Workgroup
If you determine that another agent or workgroup is better suited to handle a specific email inquiry,
you can transfer it to another agent or workgroup, just as you would a phone call.
NOTE: After you transfer an email interaction, Interaction Manager prevents you from replying to it.
To transfer an email interaction
1
From the Interaction Control Bar, click the Transfer icon in the New Email window.
The Transfer To window opens, providing a User tab and a Workgroup tab.
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Managing Email Interactions ■ Sending a Prepared Email Response
2
Select a tab to transfer the call to another user or workgroup.
A list of items is displayed.
3
Find and select an item from the list.
For more information on locating users, see Finding Users on page 34.
4
Click the Transfer icon.
Oracle Contact Center Anywhere transfers the email, and the interaction disappears from the
Interaction Control Bar.
Sending a Prepared Email Response
You can send a prepared email response to a customer.
To send a prepared email response
1
From the Email Interaction window in the Interaction Control Bar, click the Email Response link.
The Email Response window opens, providing a box where you can enter keywords, which
Interaction Manager uses to find a corresponding match.
2
From the customer’s email, copy and paste a question, a keyword, or a key phrase into the Paste
conversation here box.
3
Click the magnifying glass to begin searching for a match to a response.
Interaction Manager tries to match the highlighted text to the predefined patterns stored in the
library templates created by your administrator. Each matching Intelligent Email Template
appears with a confidence score. A higher score indicates that the customer’s email contained a
greater number of intelligent email template keywords.
NOTE: If there is no score, or a low score, you can scroll through the templates to determine
which information is appropriate for your customer.
4
5
Click a template to open it in your email client, where you can do one of the following:
■
Copy the displayed content of the Intelligent Email Template. Switch to your email
application, and paste the copied content into the body of your message.
■
Click Copy to paste the entire email response text into the return email.
Click Send from your email client.
Interaction Manager disconnects the interaction after a return email registers with the email
distributor.
NOTE: When drafting your response, remember that customers are writing to a project email
address, such as techsupport@acme.com, and not to you personally. Your return address, which
Oracle Contact Center Anywhere sends to the customer, is also the project email address, not
your personal email address.
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Managing Email Interactions ■ Disconnecting an Email Interaction
Disconnecting an Email Interaction
If you decide that an email interaction does not require a response (because it is spam or a duplicate,
for example), you can discard the email. When you discard an email interaction, Interaction Manager
removes it without sending a response to the customer. However, Interaction Manager stores the
content of the customer’s email for later review by your administrator.
To disconnect an email interaction
1
Make sure the email interaction that you want to discard is an active interaction.
2
From the Interaction Control Bar, click Disconnect in the Email Interaction window.
If your administrator does not require you to supply an outcome for each interaction, then
Interaction Manager displays a Discard Email confirmation message.
■
Click Yes to discard the email.
NOTE: If you select No, Interaction Manager removes the email from Interaction Manager. If
there is no reply to the email within the time limit set in the email project, Interaction Manager
places the interaction back in the queue for reassignment.
If your administrator requires you to supply an outcome for each interaction, then Interaction
Manager displays the Outcome dialog box.
■
84
Click an Outcome from the drop-down list, and click Select.
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15 Managing
Predictive
Interactions
This chapter describes how to manage interactions from Predictive Calling Projects. It includes the
following topics:
■
About Predictive Calls
■
Logging In to a Predictive Project
■
Selecting Outcomes
■
Using the Do Not Call List
■
Logging Out of a Predictive Project
About Predictive Calls
Predictive calling is an optional feature of Interaction Manager and is available only if this feature is
configured. In predictive calling, like preview calling, potential customers are called and offered new
products and services. The difference between Predictive and Preview Calling is the way that the
number is dialed:
■
Predictive calling. Oracle Contact Center Anywhere automatically dials a series of phone
numbers. Oracle Contact Center Anywhere can detect the following when:
■
A person or answering machine answers the call
■
A busy condition exists
■
The number is a nonworking number
Interaction Manager handles the calls as they are configured. For example, Oracle Contact Center
Anywhere detects an answer by a person, and then routes the customer to an available agent.
If a busy is detected, Oracle Contact Center Anywhere will redial that call. Predictive calling is
used for high-volume outbound contact centers where automation of nonanswered call-attempts
significantly improves the productivity of the contact center.
■
Preview calling. The agent selects a project and instructs Oracle Contact Center Anywhere to
dial a customer number. Then the agent waits for the customer to answer.
Logging In to a Predictive Project
Complete the steps in the following procedure if you are assigned to a predictive project.
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To log in to a predictive project
1
Select Predictive Login from the Actions link.
After you select Predictive Login, Interaction Manager can determine that you are available to
receive predictive calls from one or more projects.
Interaction Manager offers you a New Predictive Call in the Interaction Control Bar. Interaction
Manager also populates your workspace with the contact’s information, including the prospective
customer’s name, phone number, and company name (if known).
One of the following events occurs:
2
■
If you are working on-hook, your phone rings. Answer your phone, and speak to the contact.
■
If you are working off-hook, you hear a beep when Interaction Manager delivers the call to
you.
Proceed with handling the call as you would with any standard phone interaction.
For more information on phone interactions, see Accepting Calls on page 45
3
When you are finished, select an outcome for the call:
a
From the Result drop-down list, select a result (such as Answered, Answering Machine, Busy,
Fax, No Answer, Invalid Number, and so on).
b
From the Action drop-down list, select an action (such as None, Callback, Personal Callback, and
so on).
For more information on outcomes, see Selecting Outcomes on page 86.
Depending upon which action you select, you might see more fields. For example, if you
select Callback, more fields appear for identifying the time and date when to return the call.
Interaction Manager will remind you about the callback at the time and day you enter.
c
From the Outcome drop-down, select an outcome for this call.
NOTE: The Oracle Contact Center Anywhere system administrator defines the possible
outcomes.
Selecting Outcomes
The Outcomes feature is optional and might not be available at your company.
Outcomes and Actions
Table 8 lists the possible outcome results for predictive interactions.
Table 8.
Outcome Results for Predictive Interactions
Result
Description
Answered
The customer answered the phone. The customer number is then removed
from the calling list so that the customer is not called again.
Answering Machine
An answering machine picked up the call.
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Table 8.
Outcome Results for Predictive Interactions
Result
Description
Busy
The customer's phone line is busy.
Fax
The number went to a fax machine. Choosing this result removes the
number from the Calling List so that Interaction Manager will not provide it
to agents to call again.
Invalid Entry
The number is not a valid phone number. Choosing this result removes the
number from the calling list, so that Interaction Manager will not provide it
to agents to call again.
No Answer
The customer's phone rang, but no one picked it up and neither did an
answering machine. Choosing this result keeps the number on the calling
list.
Table 9 lists the possible actions you can select for each outcome.
Table 9.
Outcome Action for Predictive Interactions
Action
Description
Add to Do Not Call List
Choosing this result removes the number from the calling list, so that
Interaction Manager will not provide it to agents to call again. For more
information on outcomes, see “Using the Do Not Call List” on page 87.
Callback
This result will allow the scheduling of a callback at a specific day and
time.
NOTE: Interaction Manager calls every number in the current dialer list
before calling the callback number.
None
No further action is required.
Using the Do Not Call List
If a person on the predictive calling list requests to be put on the Do Not Call List, then:
■
From the Actions link, select Put in Do Not Call list.
Logging Out of a Predictive Project
When you are finished working in a predictive project, log out.
To log out of a predictive project
1
From the Status drop-down list, select Last Call.
2
From the Actions drop-down list, select Predictive Logout.
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16 Managing Preview Interactions
This chapter describes how to manage interactions from the preview calling project. It includes the
following topics:
■
Making Preview Calls
■
Outcomes for Preview Interactions
■
Using the Do Not Call List
■
Reading and Loading Scripts
Making Preview Calls
When your contact center conducts a preview calling project, Oracle Contact Center Anywhere
places calls to prospective customers. When a prospective customer answers the call, Oracle Contact
Center Anywhere routes the call to the next available agent. The agent selects a project and
instructs Oracle Contact Center Anywhere to dial a customer number, and then waits for the
customer to answer.
To make preview calls
1
From the Sidebar, click Outbound Preview.
The Preview tab opens in your workspace.
2
From the Preview Project drop-down list, select a project.
3
Click Next to view the first record.
Interaction Manager presents the phone numbers as links.
NOTE: If you prefer not to call this person, click Next again to view the next record.
4
Click the phone number that you want to try first.
Interaction Manager dials the number.
You can also select the Script, FAQ, and Opening Script tabs to view information about the
Preview Project. For more information on scripts, see Reading and Loading Scripts on page 91.
One of the following options applies:
■
If you are working on-hook, answer your phone, and speak to the contact.
■
If you are working off-hook, you hear a beep as Interaction Manager connects you to the
contact.
When Interaction Manager calls a list entry, you cannot use the same entry again.
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5
Proceed with handling the call as you would with any standard phone interaction.
For more information on phone interactions, see Managing Phone Interactions on page 45.
6
If you do not make a connection, select another number, and try again.
7
When you are finished, select an outcome, and wrap-up the call.
Outcomes for Preview Interactions
The Outcomes feature is optional and might not be available at your company. The following topics
describe the possible outcomes, and actions for each outcome.
Outcomes and Actions
Table 10 lists the possible outcome results for preview interactions.
Table 10.
Outcome Results for Preview Interactions
Result
Description
Answered
The customer answered the phone. Choosing this result removes the
number from the Preview Calling List so that Interaction Manager will not
provide it to agents to call again.
Answering Machine
An answering machine picked up the call.
Busy
The customer's phone line is busy.
Fax
The number went to a fax machine. Choosing this result removes the
number from the calling list, so that Interaction Manager will not provide it
to agents to call again.
Invalid Entry
The number is not a valid phone number. Choosing this result removes the
number from the calling list, so that Interaction Manager will not provide it
to agents to call again.
No Answer
The customer's phone rang, but no one picked it up and neither did an
answering machine. Choosing this result keeps the number on the calling
list.
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Table 11 lists the possible actions that you can select for each outcome.
Table 11.
Outcome Action for Preview Interactions
Action
Description
Add to Do Not Call List
Choosing this result removes the number from the calling list, so that
Interaction Manager will not provide it to agents to call again. For more
information on outcomes, see “Using the Do Not Call List” on page 91.
Callback
Choosing this result allows the scheduling of a callback at a specific day
and time.
NOTE: Interaction Manager calls every number in the current dialer list
before calling the callback number.
None
No further action is required.
Using the Do Not Call List
If a person on the preview calling lists asks to be put on the Do Not Call list, complete the following
task.
To add a contact to the Do Not Call list
■
From the Actions link, select Put in Do not Call list.
Reading and Loading Scripts
Your company’s administrator can create company-approved responses to common questions that a
contact might have. Your company might also provide different scripts for various projects.
To read and load scripts
1
From the Side Bar, click Outbound Preview.
The Preview tab opens, showing three more tabs: FAQ, Script, and Opening Script.
2
■
FAQ. Frequently Asked Questions shows a list of common questions and approved responses,
which you can provide to contacts.
■
Script. Written words and logic to follow when handling a contact. A script assists you in
maintaining focus on the content of the interaction.
■
Opening Script. A well-written paragraph that is design to hold a contact’s attention and
interest in continuing with the interaction.
From the Preview Project drop-down list, select the project that you want.
Interaction Manager loads the FAQs, script, and opening script for the project that you selected.
3
Click the Opening Script tab, and read the information that appears in your workspace.
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4
Click the Script tab to view one or more links related to the project, then select the check mark
to open a link to a page or Web site created for the project.
5
To help you answer the contact’s questions, click the FAQ tab to open common questions and
approved responses.
6
Use the FAQ and Script action icons to move back, forward, refresh the page, stop loading a link,
and to print the page.
7
When you finish your current interaction, click Next to tell Interaction Manager to call the next
contact.
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17 Managing Fax Interactions
This chapter explains how to handle fax interactions. It includes the following topics:
■
Accepting a Fax Interaction
■
Responding to a Fax
■
Disconnecting a Fax Interaction
Accepting a Fax Interaction
Depending upon your system configuration, you might be able to handle multiple fax interactions.
Interaction Manager sends fax interactions automatically to an available agent, based on the
contact’s phone number. When you receive a fax interaction:
■
Interaction Manager notifies you by displaying the fax interaction in the Interaction Control Bar,
or by playing a sound. For more information about sound notifications, see Specifying Sounds for
New Interactions on page 23.
■
Interaction Manager also displays the sender’s name (if known) and interaction ID in the
Interaction Control Bar. If Interaction Manager cannot find the sender’s name, Unknown appears.
■
The Contact tab opens in your workspace, showing all the known information about the contact
if a contact record exists in the database associated with the fax information.
To accept a fax interaction
■
Click Accept from the Interaction Control.
The Fax Interaction window updates, changes color, and provides new action links for Hold,
Disconnect, and Transfer. Interaction Manager also launches your email client and displays the
fax message as a .tiff attachment in your email program.
Responding to a Fax
When you respond to a fax message, it is delivered as a .tiff attachment to your mailbox.
To respond to a fax
1
Click Accept.
Interaction Manager launches your email client program.
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2
If a contact record was not assigned to this customer, create and assign the contact record.
For more information on contacts, see Creating a Contact Record on page 99.
NOTE: To save the interaction history for this fax, it is best to assign a contact record before you
send your response. If a contact record exists for the email customer, it is easier to retrieve the
interaction history for the customer, because the record is saved as Unknown (contact) instead
of the customer’s name.
3
From the newly added contact record, click the underlined fax number.
Interaction Manager opens the Fax dialog box.
4
From the Projects list, select an appropriate project.
A list of fax templates associated with the project appears.
5
Find and select a fax template from the list.
6
Enter the fax number, and then click Select.
7
Select the billing project, and then click OK to finish the outgoing fax.
Disconnecting a Fax Interaction
If you decide that a fax interaction does not require a response, you can disconnect the fax. When
you disconnect a fax interaction, Interaction Manager removes it without sending a response to the
customer. However, Interaction Manager stores the content of the customer’s fax for later review by
your administrator.
To disconnect a fax interaction
1
Make sure the fax interaction that you want to discard is an active interaction.
2
From the Interaction Control Bar, click Disconnect in the Fax Interaction window.
One of the following events occurs:
3
94
■
If your administrator does not require you to supply an outcome for each interaction,
Interaction Manager discards the interaction.
■
If your administrator requires you to supply an outcome for each interaction, then Interaction
Manager displays the Outcome dialog box.
If an outcome is required, choose an Outcome from the drop-down list, and click Select.
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18 Managing Multiple Interactions
This chapter describes how to manage multiple interactions. It includes the following topics:
■
Setting Your Status
■
Accepting Multiple Interactions
Setting Your Status
Most of the time, you will probably handle only one phone interaction at a time. However, if you want
to, you can accept multiple interactions, such as a phone call, email, or SMS, but you must reset
your status to Available before Interaction Manager offers you a new interaction.
To set your status
1
When Interaction Manager offers you an email, accept it.
For more information on accepting an email, see Accepting an Email Interaction on page 81. Notice
that when a new phone interaction arrives, it appears in the wallboard, but Interaction Manager
will not present it to you as long as your status is Busy. Your status must be Available before
Interaction Manager will present the new interaction to you.
2
To make yourself available to accept a phone interaction, select Available from the status dropdown list.
When your status is Available, Interaction Manager presents the new interaction in the
Interaction Control Bar.
Accepting Multiple Interactions
You can accept multiple interactions such as a phone call, email, or SMS, if your status is set to
Available.
To accept multiple interactions
1
When Interaction Manager offers you an interaction, accept it by clicking the Accept link, and
then place the interaction on hold.
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2
To make yourself available to accept a new interaction, select Available from the Status dropdown list.
When your status is Available, Interaction Manager presents the new interaction in the
Interaction Control Bar. Each time you accept an interaction, and change your status to available,
Interaction Manager continues to present new interactions. After accepting two interactions,
Interaction Manager displays a scroll bar showing the total number of interactions that you are
currently handling.
3
Click the down arrow to open a window for the interaction that you select.
NOTE: You can have two active phone interactions only if they are in conference. You can place
the first phone interaction on hold, and then accept a new interaction.
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19 Managing Contacts
This chapter describes how to manage contacts. It includes the following topics:
■
About Contacts
■
Finding Contact Records
■
Communicating with a Contact
■
Creating a Contact Record
■
Editing a Contact Record
■
Deleting a Contact Record
■
Viewing a Contact
■
About Assigning Contacts
■
Listening to a Recorded Interaction
■
Adding Notes
About Contacts
A contact can be anyone who has ever reached your contact center. Usually, contacts are your
customers, but they can also be prospects, vendors, and partners.
Use the Contact tab from the Sidebar to create contact records, update contact records, or find
history information for a specific contact. Contact records contain information about the contact,
such as the contact’s name, address, phone number, email address, and notes.
When you accept an interaction from a contact, you can assign (or link) the contact to a contact
record so that all of the information that was previously recorded about that customer displays in
your workspace. This background information provides some familiarity with the contact and the
contact’s previous activity or issues. The saved information includes all the times that the customer
reached the contact center, how Interaction Manager routed the customer through Oracle Contact
Center Anywhere, and to whom the customer spoke, or emailed.
Finding Contact Records
Complete the steps in the following procedure to find contact records.
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To find contact records
1
From the Sidebar, click Contact.
Interaction Manager opens the last Contact screen that you accessed. If your screen opens with
a completed screen, click the Find icon. The Contact screen can be customized by an
administrator.
2
After opening the Contact Find screen, type any relevant information related to the contact into
one or more fields.
The more information you enter, the smaller the list of matching results that is generated.
TIP: You can also type an asterisk (*) in a field to return ALL contacts for that field. If there are
too many matches, a message appears requesting more search criteria to reduce the possible
matches. To avoid overload traffic, the asterisk (*) must be used with a keyword. Using the
asterisk (*) wildcard alone will not work.
NOTE: Searches are not case sensitive, so Smith is the same as SMITH or smith. Your system
administrator can configure searches in Oracle Contact Center Anywhere to be case sensitive.
For more information, contact your system administrator.
3
Click Find.
A list of all contacts in the database that match the fields you completed appears in your
workspace.
4
Do one of the following to sort the contacts:
■
Click a column heading.
■
Click the same column heading again to reverse the sort order (from ascending to descending
and conversely).
■
Press and hold the CTRL key while you click another column to multisort contacts.
For example, to sort first by last name, click the Last Name column heading. To sort by state
while still keeping the last names in order, press and hold the CTRL key while clicking the
State/Province column.
5
Double-click the contact from the list.
The Contact page opens to show all known information about the contact.
Communicating with a Contact
The contact record provides the contact’s telephone number, fax number, email address, and other
contact information. When you find the contact record, you can communicate with the contact by
clicking one of the underlined information fields.
To communicate with a contact
1
Find the contact.
For more information on locating contacts, see Finding Contact Records on page 97.
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2
From the contact results list, double-click the contact.
The Contact page displays all known information about the contact.
3
Click any underlined telephone number, fax number, or email address.
Interaction Manager makes the call, opens the Fax dialog box, or opens your email client:
■
For more information on phone interactions, see Managing Phone Interactions on page 45.
■
For more information on email interactions, see Managing Email Interactions on page 81.
■
For more information on fax interactions, see Managing Fax Interactions on page 93.
Table 12 shows the different hyperlinks and describes what occurs when you click them.
NOTE: If your administrator has customized your Contact Record screen, you might not see all of
the fields described in Table 12.
Table 12. Contact Record Hyperlinks
Hyperlink
Action
Work
Interaction Manager dials the contact’s work phone number.
Fax
Selects a fax number, a project for billing the interaction, and then Interaction
Manager dials the contact’s fax number.
Cell
Interaction Manager dials the contact’s cellular (mobile) phone number.
Home
Interaction Manager dials the contact’s home phone number.
Email
If you have provided information about the email program that you use, Interaction
Manager opens a new email message, and places the customer’s email address in
the To: field.
The return address on the email is the address that you configured as your return
address in your email client program (not your personal email address).
Home Page
Interaction Manager launches a Web browser and opens the Web page identified in
the hyperlink.
Creating a Contact Record
Interaction Manager stores interaction information about all contacts. It is important, however, to
add as much contact information about a contact, so that you can find the record later. You can create
a new contact record at any time, even when you make or receive a call, but you must have user
privileges. If you are currently managing an active interaction, the contact information automatically
appears in your workspace, if known. You can update this information, or create a new contact.
To create a contact record
1
Click Contact from the Sidebar to open the Add Contact screen in your workspace.
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2
Type the information that you gather from the customer in the appropriate fields.
NOTE: Your administrator can specify that some of the fields are required.
3
Click OK to save your changes, or click Cancel to close without saving any changes.
Adding Contacts and Modifying Details
Whenever you make or receive a call, chat, or email, the Contact Interaction Information tab appears
in your workspace. You use this tab to verify, and add details about a contact.
To add contacts and modify details
1
If the contact is in the database and there are no duplicate records, verify the contact’s
information and make changes, if necessary when the contact record appears.
For more information on modifying contacts, see Editing a Contact Record on page 101.
NOTE: If a duplicate record exists, Interaction Manager presents a list of possible records, so
that you can select the correct one, if it is on the list.
a
If there is no data in the contact record, verify whether this contact already exists by typing the
caller's name or company into the First Name, Last Name, and Company fields, and then clicking
Find.
You can use an asterisk (*) as a wildcard character.
b
If the contact is not in the database, then click Add.
A blank Add Contact page appears.
c
2
Type all relevant information in the fields.
Click OK.
The Interaction Information tab refreshes to show the information that you entered.
If the interaction disconnects before you saved the information, an Unsaved Contact Info
message appears, allowing you to complete entering the information, and save it before the
workstation closes.
3
Click Yes to save the record.
4
If you are still on the call, you can assign the interaction to this contact.
For more information about assigning a contact, see Manually Assigning a Contact to the Current
Interaction on page 103.
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Custom Tab Is Optional
The Custom tab is an optional feature of Oracle Contact Center Anywhere. Using this tab, your
administrator can integrate Interaction Manager with other applications that are specific to your
business, such as CRM or Help Desk. In addition, your administrator can give this tab a unique label
to identify its function.
Depending upon how your administrator designs this tab’s function a Web page or a script might open
each time that you receive an interaction, when you accept an interaction, when an interaction
becomes active, or each time that you complete an interaction.
TIP: If you see a unique tab in your Contact Interaction Information area, contact your supervisor
or administrator for information.
Editing a Contact Record
If you have privileges, you can edit the contact information.
NOTE: Your administrator might not allow you to edit contacts. If you do not see the Edit button,
contact your administrator.
To edit a contact record
1
From the Sidebar, click Contact.
The Contact tab opens in your workspace or from the workstation of the current interaction.
2
Find the contact record that you want to edit.
For more information on locating contacts, see Finding Contact Records on page 97.
3
From the search results list, double-click the contact that you want to edit, and click Edit.
The Edit Contact screen opens.
4
Modify the data in any of the fields.
5
Click OK to save your changes, or click Cancel to discard any changes.
Deleting a Contact Record
You can delete contact records only if you have privileges to do so.
To delete a contact record
1
From the Sidebar, click Contact.
The Contact tab opens in your workspace.
2
Find the contact record that you want to delete.
For more information on locating contacts, see Finding Contact Records on page 97.
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3
From the search results list, double-click the contact that you want to delete.
The contact information appears.
4
Click Delete.
A confirmation message appears.
5
Click OK.
Viewing a Contact
You can view the details of one or more contacts. For more information on locating contacts, see
“Finding Contact Records” on page 97.
To view contact details
1
Find one or more contacts.
2
Double-click the contact from the search results list.
3
Click View to see the contact’s information.
About Assigning Contacts
Assigning a contact means that when the customer reaches the contact center, the customer’s email
address or phone number is linked to the same phone number or email address in the list of contacts.
When Interaction Manager links the email or phone number of the current customer (the current
interaction) to an email or phone number in a contact record, then the record is assigned to the
current interaction.
Assigning a contact record to the current interaction results in the following:
■
The customer’s name appear in the Interaction Control Bar. If a Contact is not assigned to the
current interaction, Unknown appears instead of the name.
■
Interaction Manager automatically appends a new interaction record to the customer’s contact
history.
If the current interaction is never assigned to a contact record, you will never build up a history
for that customer. You will never know what happened with that customer on previous calls,
emails, and so forth. You cannot retrieve the history from the contact. But you can find history
using the Interaction History.
How Contacts Are Assigned
Contact records can be assigned (linked) to the current interaction in two ways:
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■
Auto-assignment. If you already have a contact record for a customer and the customer
reaches the contact center, Interaction Manager tries to take the customer’s phone number or
email address from the interaction and match it to a phone number or email address in the
contact list. If a unique match is made, Interaction Manager automatically assigns the contact
record to the current interaction. If multiple records exist, a list of possible matches appears.
Select the record that matches, if applicable.
Auto-assignment depends on the interaction types as well. The customer’s email address is used
to auto-assign chat, email, and SMS interactions, regardless of the other information provided.
The customer’s phone number is used to auto-assign phone, callback, Web callback, and fax
interactions.
For example, the chat request requires an email address, and the customer provides an identical
phone number but a different email address from the one stored in the contact record. The
interaction comes to the agent marked as Unknown customer, but not marked from a known
customer. In this case, if the customer provides the same email address as in the contact record,
auto-assignment is completed successfully.
■
Manual assignment. If a customer reaches the contact center and there is no contact record
for the customer, you can create a contact record while you work with the customer, and
manually assign the new contact record to the current interaction.
Manually Assigning a Contact to the Current Interaction
Callers might not dial in from the same telephone number as they did previously. In this case,
Interaction Manager cannot automatically retrieve the callers’ past information. You must, therefore,
find the contact’s information manually, and then assign the contact to the interaction so that the
information is recorded.
To manually assign a contact to an interaction
1
Accept the interaction.
2
Find the contact record. If none exists, create a new contact record.
For more information on locating and managing contacts, see Finding Contact Records on page 97
and Creating a Contact Record on page 99.
NOTE: The phone number and email of the contact that you create must match the phone
number and email for the current interaction.
For example, if the email for the customer in the current interaction is sda@entprise.com and
the phone number is 5551212, enter sda@entprise.com in the Email field of the contact, and
5551212 in one of the phone fields (such as Work, Cell, or Home).
3
After you create or find the contact record, click View to open the contact record details.
For more information on viewing contact records, see Viewing a Contact on page 102.
4
Click the Assign icon.
After Interaction Manager successfully assigns the contact to the current interaction, the
customer’s first name and last name appear in the Active Call window.
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Viewing Contact History for a Current Interaction
Each time a customer reaches a contact center, some information about the customer’s progress
through the contact center is recorded, such as:
■
The project and workgroup to which the customer was routed.
■
The agent who was offered and accepted the interaction.
Whether the customer was transferred and to whom.
If you are currently handling an interaction, you can view the details of what has happened to the
customer from when the customer first reached the contact center until you accepted the interaction.
To view contact history for a current interaction
■
From the Sidebar, click Interaction History.
The Interaction History tab opens in your workspace.
One of the following occurs:
■
If the current interaction was assigned to a contact when the interaction ends, Interaction
Manager permanently saves the interaction history and appends it to the contact. This
process creates a valuable history that is specific to the customer and can be retrieved later.
For more information on contact assignment, see About Assigning Contacts on page 102.
■
If the current interaction was not assigned to a contact, the information is still recorded in
the history. You can retrieve this information by project or workgroup, or by interaction ID.
The interaction history is appended to the contact as an interaction record, which means, at any
time, you can view all of a contact’s interaction records (the contact’s complete history with your
contact center).
Scenario for Creating a Contact History for the Current
Interaction
A new customer reaches your contact center (by email, phone, or other means), and you accept the
interaction. The customer has never contacted your contact center before, so you create a new
contact record for the customer. For more information on establishing new contacts, see Creating a
Contact Record on page 99. You can also manually assign the contact to the current interaction. For
more information on manually assigning contacts, see Manually Assigning a Contact to the Current
Interaction on page 103.
While you are working with the customer, Interaction Manager continues to record how long the
interaction is taking and other information. When you end the interaction, Oracle Contact Center
Anywhere saves the interaction history, and appends it to the contact. The contact has one
interaction record.
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Managing Contacts ■ Listening to a Recorded Interaction
A few days later, the same customer reaches the contact center. This time, because Interaction
Manager already has a contact record for the customer (email address and phone number), Oracle
Contact Center Anywhere auto-assigns the contact record to the customer. When you end the
interaction, Oracle Contact Center Anywhere saves the interaction history as a new interaction record
and attaches it to the contact. Two interaction records are associated with the customer.
Viewing a Contact’s History (Interaction Records)
You can view a history of all interactions with a customer.
To view a history of interactions
1
Find the contact.
For more information on locating contacts, see Finding Contact Records on page 97.
2
Click the Contact History tab.
The History tab displays all of the contact’s interaction records.
3
Double-click any interaction record to view it.
Listening to a Recorded Interaction
You can use Interaction Manager to record your phone interactions, and listen to the recording later.
For more information on recorded calls, see Recording Calls on page 52.
To listen to a recorded interaction
1
Find the contact.
For more information on locating contacts, see Finding Contact Records on page 97.
2
Click the Contact History tab, and double-click a specific interaction to open the details of that
interaction.
3
Double-click a hyperlink.
Interaction Manager opens your media player and begins to play.
NOTE: It might take some time for your media player to load.
Adding Notes
Although Interaction Manager automatically records interaction history (time in queue, transfers,
agent’s name, and so on) there are times when you want to add further information about the
customer (such as problems that the customer has had, previous questions, or technical notes).
There are two note types:
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Managing Contacts ■ Adding Notes
■
Contact note. You can attach a more general note to a contact (such as noting the type of
equipment the customer uses). Contact notes appear in the Contact History tab.
■
Interaction note. You can record information that was specific to one interaction, such as a
complaint that a customer had on a specific day. Interaction notes appear as hyperlinks inside
an interaction record.
Adding a Note to the Current Interaction
Complete the steps in the following procedure to add a note to the interaction that you are currently
handling.
To add a note
1
From your workspace, click the Note icon in the Current Session History.
The Add Note window opens.
2
Type your Note text, and then click OK.
Viewing a Note Attached to the Current Interaction
History
You can view any note associated with an interaction. However, you cannot edit a note. To change
the information, you must create a new note.
To view a note attached to the interaction history
1
From the Workspace, click the Current Session History tab.
A hyperlink to your note appears as an entry in the interaction history.
2
Click the Note hyperlink.
A window appears showing the contents of the note.
Adding a Note to an Existing Interaction Record
Although you cannot edit a note, you can add information to a new note.
To add a note to an interaction record
1
Find the contact, and view the Contact History.
For more information on contacts, see Finding Contact Records on page 97 and Viewing a Contact’s
History (Interaction Records) on page 105.)
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Managing Contacts ■ Adding Notes
2
Double-click an interaction record to open it.
3
Click the Note icon to open the Add Note window.
4
Type your note text, and then click OK.
Viewing a Note Attached to an Interaction
You can view notes associated with an interaction. You cannot edit the notes, but you can add a new
note.
To view a note for an interaction
1
Find the contact, and then view the Contact History.
For more information on contacts, see Finding Contact Records on page 97 and Viewing a Contact’s
History (Interaction Records) on page 105.
2
Double-click an interaction record to open it.
A hyperlink to a note appears as an entry in the interaction record.
3
Click the Note hyperlink.
A window opens showing the author, the date, and the contents of the note.
Adding a Note to a Contact
You can add a note to a contact record to provide more details about the customer.
To add a note to a contact record
1
Find the contact, and then click Contact History.
For more information on contact history, see Finding Contact Records on page 97.
2
Click the Note icon.
3
Type your note text, and click OK.
Viewing a Note Attached to a Contact
You can view, but not edit, a note associated with a contact. If you want to change information, add
a new note.
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Managing Contacts ■ Adding Notes
To view a note attached to a contact
1
Find the contact and view the contact history.
Any notes that were attached to the contact appear in the History tab. For more information on
contact history, see Viewing a Contact’s History (Interaction Records) on page 105.
2
Double-click the note to view it.
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20 Making Calls
This chapter explains how to make different types of call interactions, including internal, outside, PBX
(Private Branch Exchange), IP or VoIP, and company directory calls and includes the following topics:
■
Types of Calls
■
Redialing a Number
■
Redialing a Number
Types of Calls
If you have privileges, you can make calls outside your company. If you use the Dialer, you can make
these call types:
■
Outbound call. Calls that you make to phone numbers outside your company.
■
Extension call. Calls that you make to extensions within your company.
■
IP call. Calls that you make to software phones running on someone’s computer.
■
PBX call. Calls that you make to a PBX.
■
Speed dial. Select a predefined number (or numbers) assigned to a longer, stored, often used,
number for quicker calling.
NOTE: You might have one or several of these call types. Only those options configured for the
company will appear in the dialer drop-down list.
Making an Outbound Call
Complete the steps in the following procedure to make an outbound call.
To make an outbound call
1
From the Toolbar, click the Dialer link.
The Create New Interaction dialog box opens with the Dialer tab.
2
From the drop-down list, select Outbound Call.
When you launch the Dialer for the first time, the default option is Outbound Call. Afterwards,
the default is the last number that you dialed.
3
From the country drop-down list, select a country code, then do one of the following:
■
Type the phone number in the box.
■
Click each digit of the phone number on the Dialer’s keypad.
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Making Calls ■ Types of Calls
■
Use the Speed Dial tab. For more information on using unique key combinations to initiate a
call, see Using Speed Dial on page 113.
NOTE: Interaction Manager recalls the numbers that you dial during your current session. Click
the down arrow to access the previous numbers.
4
Click Dial.
Interaction Manager dials the number.
5
Select the Close After Dialing check box so that the Dialer window will automatically close after
you click Dial.
6
(Optional) Before dialing the number, Interaction Manager might open the Billing Project window,
depending upon your project requirements. If it does, then:
a
Select a Billing Project from the Name list.
b
Click OK.
Notice that when the call connects, Interaction Manager changes your status to Busy.
Interaction information appears, such as the contact’s name (if known) and phone number, in
the New Outbound Call window. The Interaction Information tab opens in your workspace,
showing more information about the contact, if available.
When the contact accepts the interaction, the following occurs:
■
The New Outbound Call window changes to the Active Outbound Call window, and provides
links to actions that you can perform.
■
A phone handset and the word Talking appear.
Making an Internal (Extension) Call
There are two ways to call another person in your company:
■
If you know the person’s extension, you can use the Dialer.
■
If you do not know the person’s extension, you can use the company directory. For more
information on locating a user, see Finding Users on page 34.
The following steps describe how to make a call when you know the person’s extension.
To make an internal call
1
From the Toolbar, click Dialer.
The Create New Interaction window opens with the Dialer tab.
2
From the drop-down list, select Extension Call.
3
Do one of the following:
■
Type the extension number in the box.
■
Click each digit of the extension number on the Dialer’s keypad.
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Making Calls ■ Types of Calls
■
4
Use the Speed Dial tab. For more information on using unique key combinations to initiate a
call, see Using Speed Dial on page 113.
Click Dial.
Interaction Manager dials the number. Interaction Manager recalls the numbers you dial during
your current session.
5
Click the down arrow to access the previous numbers.
6
Select the Close After Dialing check box, so that the Dialer window automatically closes after you
click Dial.
7
(Optional) Before dialing the number, Interaction Manager might open the Billing Project window,
depending upon your project requirements. If it does, then:
a
Select a Billing Project from the Name list.
b
Click OK.
After the call connects:
■
Your status changes to Busy.
■
Interaction information, such as the contact’s name and extension, appears in the New Direct
Call window.
■
The Interaction Information tab opens in your workspace, showing more information about
the contact.
When the contact accepts the interaction:
■
The New Direct Call window changes to the Active Call window and provides the links to the
actions that you can perform.
■
The phone icon changes to show that you are busy talking.
Making a PBX Call
If your company uses a private telephone network to provide telephone connections between internal
stations and external phone networks, you might be able to make a call using your Private Branch
Exchange (PBX).
To make a PBX call
1
From the Toolbar, click Dialer.
The Create New Interaction window opens with the Dialer tab.
2
From the drop-down list, select PBX Call.
3
From the country drop-down list, select a country code, then do one of the following:
■
Type the phone number in the box.
■
Click each digit of the phone number on the Dialer’s keypad.
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11 1
Making Calls ■ Types of Calls
■
Use the Speed Dial tab. For more information on using unique key combinations to initiate a
call, see Using Speed Dial on page 113.
Interaction Manager recalls the numbers that you dial during your current session.
4
Click the down arrow to access the previous numbers.
5
Click Dial.
Interaction Manager dials the number.
6
Select the Close After Dialing check box so that the Dialer window automatically closes after you
click Dial.
7
(Optional) Before dialing the number, Interaction Manager might open the Billing Project window,
depending upon your project requirements. If it does, then:
a
Select a Billing Project from the Name list.
b
Click OK.
When the call connects:
■
Your status changes to Busy.
■
Interaction information, such as the contact’s name (if known) and phone number, appears
in the New PBX Call window.
■
The Interaction Information tab opens in your workspace, showing more information about
the contact, if available.
When the contact accepts the interaction:
■
The New PBX Call window changes to the Active PBX Call window, and provides the links to
the actions that you can perform.
■
A phone handset and the word Talking appear.
Making an IP or VoIP Call
If you have privileges, you can make calls to software phones running on a computer.
To make an IP or VoIP call
1
From the Toolbar, click Dialer.
The Create New Interaction window opens with the Dialer tab.
2
From the drop-down list, select IP Call.
3
From the type drop-down list, select either SIP (Session Initiation Protocol) or H323 (packetswitched network call), then do one of the following:
■
Type the phone number in the box.
■
Click each digit of the phone number on the Dialer’s keypad.
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Making Calls ■ Using Speed Dial
■
Click the Speed Dial tab. For more information on using unique key combinations to initiate
a call, see Using Speed Dial on page 113.
NOTE: To dial a SIP number, use the format: sip:<IP Address>
Interaction Manager recalls the numbers you dial during your current session. Click the down
arrow to access the previous numbers.
4
Click Dial.
Interaction Manager dials the number.
5
Select the Close After Dialing check box so that the Dialer window automatically closes after you
click Dial.
6
(Optional) Before dialing the number, Interaction Manager might open the Billing Project window,
depending upon your project requirements. If it does, then:
a
Select a Billing Project from the Name list.
b
Click OK.
When the call connects:
■
Your status changes to Busy.
■
Interaction information, such as the contact’s name (if known) and phone number, appears
in the New IP/VoIP Call window.
■
The Interaction Information tab opens in your workspace, showing more information about
the contact, if available.
When the contact accepts the interaction:
■
The New IP/VoIP Call window changes to the Active IP/VoIP Call window, and provides links
to actions you can perform.
■
A phone handset and the word Talking appear.
Using Speed Dial
Your administrator can assign long numbers that your company often uses to unique key
combinations, which you can select instead of typing the entire number.
To use speed dial
1
From the Toolbar, click Dialer and, instead of entering the number, click the Speed Dial tab.
2
From the selection box, select All, or a list name provided by your administrator.
3
Double-click the appropriate key code.
Interaction Manager dials the number stored for the key.
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Making Calls ■ Redialing a Number
Redialing a Number
No matter what kind of call you make (internal, external, PBX, or IP), you can redial the last number.
To redial a number
■
Do one of the following:
■
Select Redial from the Action menu on the Toolbar.
■
Click Redial in the Dialer’s Create New Interaction dialog box.
The last number that you dialed appears in the Interaction Control Bar when the connection
is completed.
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21 Accessing the Tutorial
This chapter explains how to access the new tutorial option (multimedia). It includes the following
topic:
■
Accessing the Tutorial
Accessing the Tutorial
After new upgrades, and when you log in, you might be offered the option to view a tutorial about
the new features or changes made with the update.
■
Do one of the following when you log in:
■
Accept the offer.
The tutorial starts. When you complete it, Oracle Contact Center Anywhere will automatically
log you in to Interaction Manager.
■
Decline the offer. You must log in again.
For more information on logging in, see Starting and Logging In on page 13. If you want to view
the tutorial at another time, you can review previous tutorials from the Action menu.
NOTE: In addition to the update tutorials, Oracle Contact Center Anywhere-training modules might
also be available from the Actions menu.
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Accessing the Tutorial ■ Accessing the Tutorial
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A
Using the Keyboard Shortcuts
This appendix lists the keyboard shortcuts. It contains the following topic:
Keyboard Shortcuts
■
Keyboard Shortcuts
Table 13 shows the keyboard shortcuts (hot keys) you can use to perform various functions. For
example, to load the interaction history, press the CTRL key at the same time as you press K.
Table 13. Keyboard Shortcuts
Keyboard
Shortcut
Function
CTRL+K
Load Interaction History
CTRL+U
Do Not Call
CTRL+J
Auto Redial
F10
About Interaction Manager
ALT+J
Configuration
F1
Interaction Manager Help
CTRL+0
Supervisor
CTRL+1
Call Control
CTRL+2
Contact
CTRL+3
Chat
CTRL+4
Scripts
CTRL+5
Predictive
CTRL+6
Custom
CTRL+7
Tasks
ALT+L
Logout
ALT+C
Collaborate
ALT+I
End Chat Session
ALT+P
Push To Client
ALT+X
Chat Response
ALT+S
Send Text To Chat Client
Oracle Contact Center Anywhere Interaction Manager Guide Version 8.1.3
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Using the Keyboard Shortcuts ■ Keyboard Shortcuts
Table 13. Keyboard Shortcuts
Keyboard
Shortcut
Function
ALT+W
Transfer
ALT+U
URL Library
ALT+M
Clear Display
ALT+Q
Load FAQ
ALT+R
Load Script
ALT+V
View
ALT+O
Open
ALT+N
Accept Interaction
ALT+B
Available
CTRL+B
Bill Call To
ALT+G
Change Status
ALT+K
Check Messages
CTRL+T
Company Directory
ALT+C
Conference
CTRL+G
Dial
ALT+Z
Disconnect
ALT+X
Email Response
ALT+P
Enter Conference
ALT+P
Exit conference
CTRL+H
Hang Up
ALT+O
Hold
ALT+Y
Make This My Last Call
ALT+S
Load Script
ALT+I
Missed Calls
ALT+U
Mute
ALT+U
UnMute
ALT+Q
Load FAQ
ALT+R
Start Record
CTRL+Y
Supervised Transfer
ALT+W
Transfer To
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Using the Keyboard Shortcuts ■ Keyboard Shortcuts
Table 13. Keyboard Shortcuts
Keyboard
Shortcut
Function
ALT+M
Voice Mail
CTRL+S
Connects to the server
CTRL+S
Disconnects from the server
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Using the Keyboard Shortcuts ■ Keyboard Shortcuts
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B
Searching and Sorting Tips
This appendix describes the searching and sorting techniques that you can use. It includes the
following topics:
■
Searching and Sorting Techniques
■
Searches for All Field Values
■
Multiple Sorting
Searching and Sorting Techniques
You can search for, and then sort information in Interaction Manager using several techniques,
including:
■
Search by Matching Any Number of Any Characters using an asterisk (*) as a wildcard character.
■
Search for All Information in a Field using a percent sign (%).
■
Sort results using multiple columns (sort within a sort).
■
Search using a wildcard character.
■
You can type an asterisk (*) anywhere in a word or number for which you are searching (that is,
in the beginning, middle or end), which matches any number of characters.
Search Examples
Here are some examples:
■
If users typed State/Province information as Ca, CA, Calif., and California, you can find all
contacts in California by entering the following into the State/Province field:
ca*
■
To find all contacts whose work number is in the 212 area code, enter the following into the Work
field:
212*
■
To find any contact whose title contains the word Sales, enter the following into the Title field:
*sales*
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Searching and Sorting Tips ■ Searches for All Field Values
Searches for All Field Values
When searching for a contact, you can type a percent sign (%) into a field to return all contacts for
that field. If there are too many matches, a message appears requesting more search criteria to
reduce the possible number of matches.
Multiple Sorting
When your search produces a large list of possible matches, you can sort them.
Do one of the following:
■
Click a Column Heading, which helps you find the result faster. Click the same column heading
again to reverse the sort order (from ascending to descending, and conversely).
■
To do a multisort (or sort within a sort), press and hold the CTRL key while clicking another
column.
For example, to sort first by Last Name, click the Last Name column heading. To sort by State
while still keeping the last names in order, press and hold the CTRL key while clicking the State/
Province heading.
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Index
A
account locked
forcing 15
Action Menu
Tutorial 115
agent 37
status 37
B
billing
selecting project 26
C
call trace
enabling 54
callbacks
ACD, accepting 79
types of 79
Web, accepting 80
caller
re-inviting 61
removing from conference 59
removing, using conference call window 60
removing, using conference tab 60
calls
accepting 45
ACD, automatic call acceptance 25
ACD, receiving 46
ending 54
from directory list 32
from View User screen 32
internal 110
IP/VoIP 112
missed, checking 78
new calls, arrival 48
outbound 109
PBX 111
preview, making 89
recording 52
redialling 114
transferring 49
types of 109
chat
accepting 64
collaboration, using 66
ending 67
supervisor, receiving from 66
transferring 67
chat interaction
receiving 63
chat text message
sending 64
company directory
accessing 31
conference
adding multiple callers 57
creating a 57
exiting 58
exiting, you did not initiate 59
joining 59
removing caller 59
removing, all callers 60
contacts
about 97
adding and modifying 100
adding note to 107
assigning 102
assigning manually 103
communicating with 98
deleting 101
editing 101
finding 97
history, viewing 104, 105
interaction history records,
understanding 73
new record 99
viewing 102
viewing note 107
Custom tab
using 101
D
daily totals 40
department
finding, within 33
directory list
calls from 32
do not call list
using 87, 91
E
email
Oracle Contact Center Anywhere Interaction Manager Guide Version 8.1.3
12 3
Index ■ F
interaction, accepting 81
interaction, disconnecting 84
interaction, transferring 82
options, setting 29
program, accepting email interactions 81
program, accepting fax interactions 93
program, identifying 24
responding to 82, 93
email response
returning unique 82
error messages
java applet 15
login 14
mismatched API 14
F
fax
interaction, disconnecting 94
fax interaction
93
field values, searching 122
finding
users 32, 35
H
hook flash
using 56
hotkeys 117
I
icons
about 26
changing appearance of 26
inactivity
logout 14, 15
timeout message 14, 15
incoming call
transferring 50
interaction
accepting, SMS 69
contact, viewing history 74
history, accessing 73
history, current 74
inactive, researching 75
preview, outcomes 90
wrapping-up 55
wrap-up time 55
Interaction Manager
customizing 22
overview 17
interactions
current, adding note to 106
current, note, viewing history 106
124
current, viewing contact history
new, notifying 23
recorded, listening to 105
understanding 17
viewing note 107
internal calls
transferring 49
IP/VoIP call 112
104
J
java applet
error messages, understanding 15
L
last call
selecting 39
login
error messages, managing 14
Interaction Manager 13
predictive project 85
logout
forcing 14
predictive project 87
M
media interactions
inactive, researching
media statistics 42
missed calls
locating 77
multiple interactions
accepting 95
multiple sorting 122
76
N
notes
adding 105
O
off-hook
accepting phone interactions 47
interactions 47
working 25
working with 47
on hold
placing caller 53
on-hook 47
accepting phone interactions 48
interactions 47
working 48
outbound calls 109
outcomes
Oracle Contact Center Anywhere Interaction Manager Guide Version 8.1.3
Index ■ P
assigning 54
preview interactions 90
selecting 86
outside phone number
setting 28
P
PBX (Private Branch Exchange) call
phone extension
setting 27
phone interactions
off-hook 47
on-hook 48
phone options
different locations 27
identifying 27
predictive calls
making 85
predictive project
log in 85
log out 87
prepared email response
sending 83
prepared response
email, sending 65
sending 65
printing, statistics 43
project
selecting for billing 26
understanding 17
prompts
voicemail, recording 30
welcome, using 24
R
real-time statistics
viewing 40
recorded interaction
finding, previously recorded
recording
calls 52
disabling 52
redialling 114
regional
options, setting 28
111
sidebar 20
toolbar 19
workspace 21
scripts
reading and loading 91
search
techniques 121
sending
prepared email response
prepared response 65
shortcuts
keyboard 117
sidebar 20
SMS interaction
accepting 69
disconnecting 70
responding to 69
transferring 70
sort
techniques 121
speed dial, using 113
statistics 40
daily totals 40
media 42
printing 43
viewing 39
status
available 38
checking 37
controlling 38
custom status 39
last call 39
selecting custom 39
setting 95
setting to available 38
83
T
53
S
screen components
bottom bar 22
identifying 18
interaction control bar 20
Interaction Manager Banner 21
Interaction Tab 22
techniques
searching and sorting 121
timeout 14, 15
traffic
overload 98
transfer
supervised, using 50
Tutorial 115
U
user
additional information 35
calling a 32
calling from directory 32
finding 32, 34
finding by name 34
Oracle Contact Center Anywhere Interaction Manager Guide Version 8.1.3
12 5
Index ■ V
finding by phone extension
finding, alphabetically 35
finding, list of names 34
V
view user screen
calls from 32
viewing, real time 40
voice mail
locating 77
sending to 53
voicemail
ACD, retrieving 46
retrieving 77
setting up 77
voicemail prompts
126
35
recording
30
W
warm transfer
using 51
Web address
pre-defined 65
unique 65
welcome prompt
using 24
workgroups
understanding 17
working with 47
workstation
muting 61
unmuting 61
Oracle Contact Center Anywhere Interaction Manager Guide Version 8.1.3
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