multimedia contact center

MULTIMEDIA CONTACT
CENTER
RELEASE 8.1
INSTALLATION AND DEPLOYMENT GUIDE
NOTICE
The information contained in this document is believed to be accurate in all respects
but is not warranted by Mitel Networks™ Corporation (MITEL®). The information is
subject to change without notice and should not be construed in any way as a
commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates
and subsidiaries assume no responsibility for any errors or omissions in this
document. Revisions of this document or new editions of it may be issued to
incorporate such changes.
No part of this document can be reproduced or transmitted in any form or by any
means - electronic or mechanical - for any purpose without written permission from
Mitel Networks Corporation.
Trademarks
The trademarks, service marks, logos and graphics (collectively "Trademarks")
appearing on Mitel's Internet sites or in its publications are registered and
unregistered trademarks of Mitel Networks Corporation (MNC) or its subsidiaries
(collectively "Mitel") or others. Use of the Trademarks is prohibited without the
express consent from Mitel. Please contact our legal department at
legal@mitel.com for additional information. For a list of the worldwide Mitel
Networks Corporation registered trademarks, please refer to the website:
http://www.mitel.com/trademarks.
Multimedia Contact Center Installation and Deployment Guide
Release 8.1
July 2016
Document Version 8.1
®,™ Trademark of Mitel Networks Corporation
© Copyright 2016, Mitel Networks Corporation
All rights reserved
Table of Contents
Multimedia Contact Center
1
What's new in Version 8.1?
1
About this guide
2
Searching for key words and topics
Locating the latest version of our guides
3
3
CHAPTER 1 SYSTEM ADMINISTRATORS INSTALLING, CONFIGURING,
AND MAINTAINING A MULTIMEDIA CONTACT CENTER
System Administrators - Installing, configuring, and maintaining a multimedia contact center
Fax and Historical SMS limitations
Upgrading your multimedia contact center to MiContact Center Version 8.1
6
6
7
Upgrading - A simplified process
7
Upgrade scenarios
7
Upgrade methods
7
Direct upgrades
8
Side by side migration
8
Multimedia Contact Center backup and restore recommendations
10
Pre-upgrade notes and planning
11
Hardware and software server and client specifications
12
Upgrading a voice-only system
12
Migrating SQL databases
13
Backing up telephone system and configuration data
13
Enterprise Server installation
14
Restoring telephone system and configuration data
14
Configuring a multimedia system
15
Creating mail servers
15
Adding email media servers
15
Adding chat media servers
15
Adding SMS media servers
16
Enabling employees for multimedia
16
Defining employee Workload
16
Adding agent groups
17
Adding multimedia queues
17
Creating queue groups
17
Modifying default Inbound, Response, and Inqueue workflows
18
Converting to visual workflow routing
18
Installing client applications
Running the Client Role Selector and installing Ignite (DESKTOP)
19
19
i
Multimedia Contact Center Installation and Deployment Guide
Upgrading a system that currently includes voice and multimedia
Installation options
20
Addition of default workflows
21
Maintaining historical data
21
Migrating the email repository
21
Upgrade process recommendations
22
CPU utilization when migrating multimedia messages to Elasticsearch
23
Migrating SQL databases
24
Backing up telephone system and configuration data
24
Enterprise Server installation
25
Restoring telephone system and configuration data
25
Migrating existing emails from SearchStorage to Elasticsearch
26
Configuring devices
26
Creating mail servers
27
Configuring the email media server
27
Configuring the chat media server
27
Configuring the SMS media server
27
Configuring employees
28
Defining employee Workload
28
Configuring queues
28
Configuring queue groups
29
Setting default login agent group presence
29
Modifying default Inbound, Response, and Inqueue workflows
29
Converting to visual workflow routing
30
Installing client applications
31
Running the Client Role Selector and installing Ignite (DESKTOP)
31
Removing Multimedia Contact Center WebChat Server software
31
Bringing the system online
31
Exchange Server migration recommendations
32
Configuring your multimedia contact center
YourSite Explorer configuration notes and tips
35
35
Applying changes to multiple devices at a time
35
Viewing devices by category or type
36
Organizing devices by shared criteria
36
Required information
37
Configuring multimedia enterprise settings
37
Configuring email settings
Adding sites
Configuring the Multimedia storage path
Enabling a new multimedia contact center
ii
20
37
38
39
40
Table of Contents
Multimedia Contact Center device configuration
41
Integrating Multimedia Contact Center with mail servers
42
Adding mail servers
43
Configuring SMTP connections to Multimedia Contact Center
44
Configuring IMAP connections to Multimedia Contact Center
45
Deleting mail servers
47
Specifying Send As permissions in Active Directory
47
Specifying Send As permission using PowerShell
48
Mail server requirements
48
Integrating Multimedia Contact Center with an SMS Gateway Provider
49
Adding media types to Multimedia Contact Center
49
Deleting multimedia media servers
50
Applying inbound routing rules to contacts
50
Applying response routing rules to contacts
51
Configuring Advanced options for media servers
52
Extending reporting and agent shifts over midnight
52
Specifying when Make Busy and Do Not Disturb timers begin
53
Configuring Reply templates for email, chat, and SMS
53
Enabling Conversation Detail reporting
55
Adding email to Multimedia Contact Center
56
Configuring Advanced options for email media servers
57
Disassociating mail servers from email media servers
57
Adding chat to Multimedia Contact Center
Configuring Advanced options for chat media servers
Adding SMS to Multimedia Contact Center
Configuring Advanced options for SMS media servers
58
60
61
63
Configuring Workload
63
Adding multimedia capabilities to employees
66
Licensing requirements for employee multimedia capabilities
66
Managing the media types an employee can handle
66
Managing Employee Workload
69
Adding employee groups
70
Adding voice agent IDs
71
Adding agent groups
73
Managing agent group membership, presence, and skill level
75
Specifying 3300 ICP options for agent groups
77
Adding multimedia queues
77
Configuring general settings for multimedia queues
78
Configuring multimedia queue membership and routing
79
iii
Multimedia Contact Center Installation and Deployment Guide
Configuring multimedia queue performance settings
81
Configuring queue spectrum settings for queues
82
Configuring email options for multimedia queues
83
Applying signatures to email queues
Configuring chat options for multimedia queues
85
Configuring SMS options for multimedia queues
86
Setting a multimedia queue as historical
86
Deleting a multimedia queue
87
Adding queue groups
87
Adding Reporting queue groups
87
Adding Virtual queue groups
88
Adding Unified queue groups
89
Configuring Holidays
93
Configuring business hour schedules
94
Modifying default business hour schedules
95
Creating new business hour schedules
95
Managing schedule exclusion lists
95
Applying business hour schedules to workflows
96
Configuring security roles
Multimedia Contact Center security settings
Configuring Multimedia Contact Center web features
Multimedia Contact Center proficiency requirements
97
97
99
99
Publishing Chat and Contact Us to the Internet using reverse proxies
100
Publishing Chat and Contact Us to the Internet with SSL
100
Enabling chat
Determining how to offer chat
101
102
Offering chat by the root chat request form
102
Offering chat by the queue chat request form
103
Offering chat by Inbound workflow
104
Offering chat by a user-created chat form
104
Customizing chat
Customizing public-facing chat
105
105
Customizing chat request forms and chat sessions
106
Configuring the public-facing chat JavaScript file
106
Hosting chat files on your corporate web server
121
Updating chat customization from Version 7.0 to Version 8.1
121
Customizing Ignite chat and SMS agent options
Configuring the agent and supervisor configuration JavaScript files
Offering chat through your corporate website
Offering chat via a basic hyperlink
iv
84
121
122
131
132
Table of Contents
Offering chat in a containing page in your own site
132
Offering chat in a pop-up window
132
Offering chat in different languages
133
Enabling Contact Us
Determining how to offer Contact Us
Corporate Website Example: WickedTix
Implementing Contact Us
133
139
140
141
Configuring your business lines and queues for Contact Us
141
Configuring Contact Us style
148
Configuring the email form with Exchange
149
Hosting Contact Us files on your corporate web server
149
Adding Contact Us to your corporate website
150
Adding Contact Us to a webpage
150
Adding Contact Us with the default slider
152
Adding custom images
Obtaining Queue GUIDs
Troubleshooting Multimedia Contact Center web features
Multimedia routing using visual workflows
155
155
155
156
Workflow types
156
Workflow layouts in Multimedia Contact Center
156
Customizing the multimedia workspace
157
Viewing workflows at a glance: The Outline pane
157
Locating workflow items: The Search field
157
Viewing specific portions of a workflow: Focusing and the Breadcrumb view
158
Navigating the Workflow Canvas: The MiniMap window and the Pan mode
158
Resizing workflows: The Zoom feature
159
Manipulating all activities in a workflow: The Expand All, Collapse All, and Restore
buttons
159
Designing and managing workflows: Common procedures
159
Creating workflows in Multimedia Contact Center
160
Copying workflows
160
Deleting workflows
160
Importing and exporting workflows
160
Naming workflows
161
Validating workflows
162
Saving and copying workflows as images
162
Associating workflows to media servers
162
Associating workflows to queues
163
Building subroutines
Implementing subroutines in workflows
163
164
v
Multimedia Contact Center Installation and Deployment Guide
Editing and deleting subroutines
164
Importing and exporting subroutines
164
Viewing subroutines by type
165
Configuring data providers
Adding a Microsoft Excel worksheet as a data provider
166
Adding a Microsoft SQL Server as a data provider
166
Adding a LDAP as a data provider
166
Adding a generic data provider
167
Adding an ODBC as a data provider
167
Deleting data providers
168
Working with variables in Multimedia Contact Center
168
Creating custom variables
168
Editing and deleting variables
169
Viewing variables by category
169
Building visual workflows in Multimedia Contact Center: Activities
Common configuration procedures
170
170
Building conditions
170
Adding and removing expressions
171
Selecting expressions
171
Understanding operators
172
Grouping expressions
172
Adding activities to workflows
173
Cutting, copying, and pasting activities and branches
174
Deleting activities or branches from workflows
174
Naming activities and branches
174
Editing branching conditions
175
Changing the order in which branches are evaluated
175
Reporting on branches and branching conditions
175
Annotating activities and branches
175
Activity list
Asking questions with the Ask activity
176
176
Configuring the question to be asked
177
Creating response branching conditions
178
Suspending workflows with the Delay activity
179
Setting the duration of Delay activities
179
Sending emails with the Email activity
vi
165
179
Adding and editing SMTP server information to the Email activity
180
Populating Email activity templates
180
Configuring email send settings
181
Ending chat and SMS sessions with the End Session activity
181
Running external processes with the Execute activity
182
Table of Contents
Specifying the external processes to execute in workflows
182
Storing retrieved data as variables
185
Specifying options for following the Success, Timeout, and Failure branches
185
Routing contacts with the From activity
Applying branching conditions to the From activity
Routing contacts with the Go To activity
185
186
187
Specifying the target activity for the Go To activity
187
Configuring parent workflow destinations for subroutine Go To activities
187
Routing contacts with the Interflow activity
188
Interflowing contacts to queues, queue groups, external addresses, and variables 188
Tagging contacts with the Junk Email activity
189
Tagging inbound contacts with the No Reply Email activity
189
Routing contacts with the Offer to Agent Group activity
189
Configuring routing options for offering contacts to agent groups
190
Routing contacts with the Offer to Preferred Agent activity
192
Routing contacts with the Overflow activity
193
Querying data providers with the Query activity
193
Connecting Query activities to data providers
194
Running simple queries in workflows
194
Running advanced queries in workflows
195
Defining write statements
196
Returning multiple results with queries
197
Routing contacts with the Queue activity
Applying queue conditions to the Queue activity
197
197
Submitting callbacks with the Save Callback activity
199
Responding to contacts with the Say activity
200
Routing contacts with the Schedule activity
201
Applying branching conditions to the Schedule activity
Populating variables with the Set Variables activity
Populating the Set Variables activity with data
201
203
203
Sending SMS with the SMS activity
203
Executing subroutines with the Subroutine activity
204
Assigning subroutines to workflows
204
Configuring parent workflow destinations for subroutine Go To activities
205
Ending workflows with the Terminate Workflow activity
205
Routing contacts with the To activity
205
Applying branching conditions to the To activity
Routing contacts with the Transfer activity
205
207
Transferring messages to queues, queue groups, external addresses, or variables 208
Routing contacts with the Variable Compare activity
Applying branching conditions to the Variable Compare activity
209
209
vii
Multimedia Contact Center Installation and Deployment Guide
Enabling mixed model routing
210
Populating screen pops with workflow variables
211
Multimedia Contact Center default workflows
212
Customizing the default workflows
212
Default Email Inbound workflow
213
Default Email Inqueue workflow
214
Default Chat Inbound workflow
217
Default Chat Inqueue workflow
218
Default Chat Response workflow
219
Default SMS Inbound workflow
220
Default SMS Inqueue workflow
221
Managing Ignite
222
Adding items to Ignite's global spell checking dictionary
222
Configuring bounced email detection settings
223
Configuring maximum email message size
223
Accessing diagnostics reports sent from Ignite (WEB)
223
CHAPTER 2 SUPERVISORS MANAGING A MULTIMEDIA CONTACT
CENTER
Supervisors - Managing a multimedia contact center
Setting alarms to monitor agent performance and customer service
Accessing real-time information with Contact Center Client
Starting Contact Center Client
Hiding monitor control
225
226
226
227
Employee and Agent state indicators
227
Overriding states in real-time monitors
230
Monitoring agents and queues
231
Workload and monitors
231
Agent or Employee State by Position monitor
231
Agent or Employee State by Time monitor
232
Agent State by Time for Queue monitor
234
Agent Shift monitor
235
Queue by Period monitor
238
Queue Now and Queue Group Now monitors
242
Interactive Visual Queue monitor
252
Configuring options in YourSite Explorer
252
Queue Now and Queue Group Now charts
252
Queue Performance by Period and Queue Group Performance by Period charts
255
Interacting with agent presence to improve service levels
Agent and Agent Group Presence
viii
225
256
257
Table of Contents
Controlling employees and agents in real-time monitors
257
Logging on an agent - Contact Center Client
261
Logging off an agent - Contact Center Client
262
Logging on an agent - Ignite (WEB)
263
Logging off an agent - Ignite (WEB)
263
Joining and leaving agent groups - Contact Center Client
263
Joining and leaving agent groups - Ignite (WEB)
264
Placing employees in Make Busy - Contact Center Client
265
Removing employees from Make Busy - Contact Center Client
265
Placing employees in Busy - Ignite (WEB)
266
Removing employees from Busy - Ignite (WEB)
266
Placing employees in Do Not Disturb - Contact Center Client
267
Removing employees from Do Not Disturb - Contact Center Client
267
Placing employees in Do Not Disturb - Ignite (WEB)
268
Removing employees from Do Not Disturb - Ignite (WEB)
268
Canceling Work Timer for employees - Contact Center Client
269
Canceling Work Timer for employees - Ignite (WEB)
269
Canceling Reseize Timer for voice agents
270
Controlling the availability of voice queues
270
Interacting with customer contacts to improve service levels
270
Opening Interactive Visual Queue
271
Accessing queue and contact information and statistics
272
Understanding contact priority
274
Redirecting contacts
274
Redirecting multimedia contacts between queues
275
Redirecting multimedia contacts to agents
276
Redirecting email contacts to specific email addresses
276
Tagging emails and SMS as Junk
276
Tagging email and SMS contacts as No Reply Needed
277
Previewing queued multimedia contacts
Removing contacts from Interactive Visual Queue monitors
Forecasting multimedia contact center staffing requirements
Accessing historical real-time information with Contact Center Client
277
281
281
281
Auditor icons
282
Viewing historical real-time events
284
Starting and using Auditor
284
Accessing real-time information with Ignite (WEB)
285
Monitoring employee state in Ignite (WEB)
285
Monitoring agent state in Ignite (WEB)
286
Monitoring queues in Ignite (WEB)
286
Viewing and managing callbacks in Ignite (WEB)
288
ix
Multimedia Contact Center Installation and Deployment Guide
Managing a multimedia contact center with Ignite
289
Handling multimedia contacts
289
Searching email, chat, and SMS history
289
Accessing real-time monitors in Ignite (WEB)
289
CHAPTER 3 AGENTS HANDLING CUSTOMER CONTACTS IN A
MULTIMEDIA CONTACT CENTER
Agents - Handling customer contacts in a multimedia contact center
Managing agent preferences
291
Ignite
291
Getting started with Ignite (DESKTOP)
292
The Sign In screen (DESKTOP)
293
The Agent Group Presence Status screen (DESKTOP)
293
The Folders pane (DESKTOP)
294
The Sidebar (DESKTOP)
294
The Action bar (DESKTOP)
296
The Status bar (DESKTOP)
296
The My Folders view (DESKTOP)
298
Viewing media folders (DESKTOP)
299
Viewing contacts in Ignite's folders (DESKTOP)
300
The Media Folders view (DESKTOP)
300
The Queue Folder view (DESKTOP)
302
Viewing Unified Queue Groups, Reporting Queues, and Individual Queues
(DESKTOP)
The List pane (DESKTOP)
Viewing the List pane's Grid and Card views (DESKTOP)
302
304
304
The Preview pane (DESKTOP)
305
The Realtime Monitor view (DESKTOP)
305
Accessing Ignite (DESKTOP)
306
Opening and closing Ignite (DESKTOP)
306
Logging in and out of Ignite (DESKTOP)
306
Automatically launching Ignite upon voice login (DESKTOP)
Viewing and organizing contacts in Ignite (DESKTOP)
307
308
Choosing how contact data displays in the Card view (DESKTOP)
308
Choosing how contact data displays in the Grid view (DESKTOP)
310
Ignite's Realtime Monitor (DESKTOP)
313
Viewing device statistics in the Realtime Monitor (DESKTOP)
314
Pinning items in the Realtime Monitor (DESKTOP)
314
Realtime Monitor statistics available in Ignite (DESKTOP)
316
Your Ignite profile (DESKTOP)
General settings (DESKTOP)
x
291
318
320
Table of Contents
Sidebar stats settings (DESKTOP)
320
Queue selection settings (DESKTOP)
320
Agent Greeting settings (DESKTOP)
321
Recording agent greetings (DESKTOP)
321
Assigning a recorded greeting to a queue (DESKTOP)
322
Managing recorded greetings (DESKTOP)
323
Getting started with Ignite (WEB)
324
Feedback (WEB)
324
Contacts (WEB)
325
Avatar and agent state (WEB)
325
Viewing agent state and state statistics (WEB)
325
Dashboards
326
Inbox (WEB)
326
Viewing contacts in Inbox (WEB)
326
Viewing agent handling statistics (WEB)
327
History (WEB)
329
Queues (WEB)
329
Viewing queue groups and queues (WEB)
Options (WEB)
Viewing and organizing contacts in Ignite (WEB)
330
331
331
Filtering historical contacts (WEB)
331
Selecting multiple email and SMS contacts in Ignite (WEB)
332
Launching Ignite (WEB)
332
Signing into and out of Ignite (WEB)
333
Reconnecting Ignite (WEB)
334
Posting feedback and viewing our forums (WEB)
335
Your Ignite profile (WEB)
Reporting performance issues in Ignite (WEB)
Configuring Ignite (WEB) dashboards
335
336
337
Adding and configuring dashboards
337
Adding and configuring dashboard widgets
338
Configuring options in the Employee State widget
339
Configuring options in the Callback Requests widget
339
Configuring options in the Queue Now widget
339
Configuring options in the Agent State widget
340
Searching Ignite
340
Performing keyword searches
341
Searching Ignite using search filters
341
Managing agent group presence and agent states
346
Viewing Agent Group Presence in Ignite
346
Adjusting Agent Group Presence in Ignite
347
xi
Multimedia Contact Center Installation and Deployment Guide
Adjusting agent states in Ignite (WEB)
349
Setting and removing Busy/Make Busy in Ignite
349
Setting and removing Do Not Disturb in Ignite
351
Work Timer
352
Handling multimedia contacts in Ignite
353
Overflowing and interflowing contacts
353
Routing models in Multimedia Contact Center
354
Receiving notifications of new contacts
355
Ringing states in Ignite
355
Receiving toaster notifications of new contacts
355
Receiving information in screen pops
356
Reviewing contact history
356
Tagging contacts with Account Codes
357
Sending contacts back to the queue
358
Handling emails in Ignite
359
Previewing emails
359
Previewing drafted content for emails in queue (DESKTOP)
360
Picking emails out of queue
361
Replying to emails
362
Forwarding emails
363
Adding attachments to emails
364
Inserting images in emails
364
Previewing, saving, and removing attachments
365
Transferring emails to internal and external destinations
365
Declining emails
367
Marking emails as No Reply and Junk
367
Placing emails on hold and retrieving emails from hold
368
Correcting spelling in email responses
368
Applying reply templates to emails
370
Applying personalized signatures to emails
371
Rerouting failed emails
371
Handling oversized emails
372
Handling bounced emails
372
Sending outbound emails
372
Handling chats in Ignite
xii
375
Previewing chat contacts
375
Picking chat requests out of queue
376
Joining chat sessions
377
Declining chat contacts
377
Chatting with customers
378
Correcting spelling in chat responses
379
Table of Contents
Applying reply templates to chat responses
380
Placing chat sessions on hold and retrieving chat sessions from hold
380
Joining the longest waiting active chat session (DESKTOP)
381
Transferring chats
381
Leaving chat sessions
382
Forwarding chat transcripts
382
Removing failed chat transcripts from Ignite
383
Handling SMS in Ignite
384
Previewing SMS contacts
384
Picking SMS contacts out of queue
385
Joining SMS sessions
386
Replying to SMS contacts
386
Declining SMS contacts
387
Correcting spelling in SMS responses
387
Applying reply templates to SMS responses
388
Placing SMS sessions on hold and retrieving SMS sessions from hold
389
Joining the longest waiting active SMS session (DESKTOP)
389
Transferring SMS contacts
390
Ending SMS sessions
390
Forwarding SMS transcripts
391
Removing failed SMS transcripts from Ignite
392
Marking SMS contacts as No Reply and Junk
392
Sending outbound SMS contacts
392
Handling calls in Ignite
394
Viewing call information
395
Picking calls out of queue
395
Answering and ending calls
396
Making calls
396
Performing in-call actions
397
Putting calls on hold and retrieving calls from hold
397
Tagging calls with Classification Codes
397
Transferring calls
398
Requesting help (DESKTOP)
400
Contacting agents before transferring calls
401
Handling calls using the Active Call window (WEB)
401
xiii
Multimedia Contact Center Installation and Deployment Guide
MULTIMEDIA CONTACT CENTER
Mitel Multimedia Contact Center enables contact centers to handle email, chat, and SMS contacts
from customers. Agents handle voice, email, chat, and SMS contacts using Ignite.
Within Ignite, agents and supervisors can monitor contact center activity and interactively manage
contacts. Supervisors can monitor and interact with contacts and employees using Contact Center
Client, Interactive Contact Center, and Interactive Visual Queue.
Multimedia contacts are routed using workflows, created using a visual, intuitive interface. Also
included in Multimedia Contact Center is a Contact Us page that can be used by contact center
website administrators to add live wait time statistics to their corporate website page, enabling
customers to select their preferred communication method based on media type availability.
Multimedia reports and charts provide valuable information by summarizing agent, employee, queue,
and contact center performance.
WHAT'S NEW IN VERSION 8.1?
The following section briefly describes the features and product enhancements that were introduced
in MiContact Center Version 8.1.
Ignite - Web-client version
Ignite is now available as either a desktop or Web version. They share much of the same
functionality but each implementation also offers unique agent and supervisor capabilities, enabling
you to choose the application that suits your individual needs.
Ignite (WEB), new to MiContact Center Version 8.1, gives access to Ignite from any supported,
Web-enabled device, including full support for tablets (Apple, Android, and Microsoft) and partial
support for mobile phones (Apple, Android, and Microsoft).
Ignite (WEB) enables you to:
l
l
l
l
l
View multiple windows simultaneously to gain greater, immediate access to different types of
information
Switch between desktop, tablet, and mobile device, while maintaining consistent access to all
relevant information
Log into Ignite, without necessarily logging into a queue, enabling you to access Ignite without
being presented with ACD calls
Monitor the activity of employees, agents, queues, and the status of callback requests with
customizable real-time monitors
Access a light version of Contact Center Client’s Interactive Contact Center capabilities,
including interacting with agent states and agent group presence and moving contacts from
queues to agents (based on agent availability and queue activity levels)
Within our documentation, we refer to desktop Ignite and its features as Ignite (DESKTOP) and Web
Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or WEB only.
1
About this guide
CCMWeb - Support for additional browsers
CCMWeb, previously supported for Internet Explorer only, is now supported with the following
browsers:
l
Internet Explorer
l
Google Chrome
l
Safari
l
Mozilla Firefox
l
Microsoft Edge
Screen reader support
Multimedia Contact Center’s customer-facing chat request pages and chat sessions now support
screen reading applications. All controls, graphics, buttons, and input fields in customer-facing chat
request pages and chat sessions are labeled with alternative tags for screen readers and buttons
have proper hyperlink references and contain readable content needed for keyboard focus.
For more information, see the Mitel MiContact Center and Business Reporter System Engineering
Guide.
SSL support for Chat
In Version 8.1, Multimedia Contact Center Chat and Contact Us support SSL on both IIS and
Apache web servers in an End-to-End SSL deployment.
For more information on the supported SSL deployment, see the Mitel MiContact Center and
Business Reporter System Engineering Guide.
Technology changes
Support for the following technologies was introduced in Version 8.1:
l
Office 2016
l
Exchange Server 2016
l
CRM 2016
Support for the following technologies was discontinued in Version 8.1:
l
CRM 2011
l
Exchange Server 2007
l
Hyper-V 2008 R2
ABOUT THIS GUIDE
This guide describes the Multimedia Contact Center application and its use from the perspectives of
the Administrator, the Supervisor, and the Agent. Installation and upgrade procedures are included,
as are procedures for configuration and daily use.
Voice-enabled contact centers will benefit from referring also to the MiContact Center User Guide
and the MiContact Center Installation and Administration Guide.
To report an issue with this document please email techpubs@mitel.com.
2
Multimedia Contact Center Installation and Deployment Guide
SEARCHING FOR KEY WORDS AND TOPICS
You can search for content in this PDF by using the search function built into Adobe Acrobat or
Reader. Consult your Adobe documentation for other search options.
To search for a key word or topic
1. In the open PDF, press Ctrl+F.
Alternatively, right-click in the document and select Find.
2. Type the key word or topic for which you want to search.
3. Press Enter.
4. Navigate the results by clicking the Next or Previous buttons.
LOCATING THE LATEST VERSION OF OUR GUIDES
The MiContact Center documentation library includes the following guides. The latest version of
each guide is available from http://edocs.mitel.com.
l
l
MiContact Center User Guide: provides information on the basics of contact center
management, and descriptions for use of all agent and supervisor desktop applications within
the MiContact Center suite. This guide focuses on voice media.
MiContact Center Installation and Administration Guide: provides instructions for:
l
l
l
l
l
l
Upgrading from previous versions of MiContact Center
l
Installing and configuring MiContact Center at remote sites
l
Installing and deploying MiContact Center .ova files
l
All IVR Routing configuration
MiContact Center - Contact Center Reports Guide: describes all of the report types available
and explains how to generate, view, and share reports for the Contact Center licensing
package.
MiContact Center - Workgroup Reports Guide: describes all of the report types available and
explains how to generate, view, and share reports for the Workgroup licensing package.
Multimedia Contact Center Installation and Deployment Guide: is the primary source of
information for contact centers using email, chat, or SMS to communicate with customers.
This guide describes how to:
l
Install, configure, and maintain a multimedia contact center
l
Use the desktop tools required to manage a multimedia contact center
l
Handle customer contacts via voice, email, chat, and SMS using Ignite
MiContact Center and Business Reporter System Engineering Guide: discusses the following
topics:
l
Deployment models based on licensing, network requirements, and availability
l
Recommendations for collocating server applications
l
l
3
Downloading, installing, registering, and configuring MiContact Center on the
Enterprise Server and client computers
System requirements, including server and client hardware and software requirements,
virtual application requirements, and multi-tenanting requirements
Server and client virtualization details and best practices
Locating the latest version of our guides
l
l
Bandwidth and storage requirements
l
Licensing information
l
l
l
l
l
Performance and scalability details, including verified capacity results for all media
types (alone and blended) and IVR Routing scalability and port sizing recommendations
Support details for third-party integrations and internal products, such as Multimedia
Contact Center and IVR Routing
Licensing
MiContact Center Deployment Guide: discusses the following topics:
l
Contact center basics, with a focus on ACD routing functionality
l
Topologies for scaling
l
ACD resiliency
l
IVR Routing resiliency and redundancy
l
Virtual contact centers
Contact Center Blueprint: discusses the following topics:
l
MiContact Center topologies
l
MiContact Center deployment details
l
Cloud and hosted considerations
MiContact Center Site-Based Security (Multi-tenant) Administration Guide: describes how to
install and configure MiContact Center in a multi-tenant deployment.
4
Chapter 1 System
Administrators
INSTALLING, CONFIGURING, AND
MAINTAINING A MULTIMEDIA
CONTACT CENTER
Multimedia Contact Center Installation and Deployment Guide
SYSTEM ADMINISTRATORS - INSTALLING,
CONFIGURING, AND MAINTAINING A
MULTIMEDIA CONTACT CENTER
System Administrators are responsible for upgrading their contact center to the latest release and for
configuring all devices to ensure the business can run smoothly and efficiently.
MiContact Center Version 7.0 introduced a new multimedia contact center product that eases
configuration. Routing of contacts is optimized through the use of visual workflows. Visual workflow
configuration presents contact routing elements in an intuitive user interface. Using a drag and drop
process, workflows can be customized to suit the individual needs of your contact center.
NOTE: As a best practice, system administrators should always apply the latest Windows
component updates are to all servers and client machines. For more information on updating
Windows products, consult Microsoft documentation.
FAX AND HISTORICAL SMS LIMITATIONS
In Version 8.1, fax is supported as an email media type. However, when you upgrade to Version 8.1,
if you need access to historical fax reports, you must generate such reports prior to upgrading as you
will not be able to do so afterward.
Incoming fax capability can be implemented in Version 8.1 by using email attachments for fax
delivery. For more information, see the Mitel Knowledge Base article located here:
http://micc.mitel.com/kb/KnowledgebaseArticle51941.aspx
SMS is supported in 8.0+. Historical SMS data from a pre-8.0 instance of Multimedia Contact Center
will be available after an upgrade because in previous versions SMS was treated as email.
6
Upgrading - A simplified process
UPGRADING YOUR MULTIMEDIA CONTACT
CENTER TO MiCONTACT CENTER VERSION 8.1
The following versions are supported for upgrade to Version 8.1.
l
Version 6.0.3.0*
l
Version 7.0.x
l
Version 7.1.x
l
Version 8.0.x
* Due to the significant architectural changes introduced in Version 7.0, we strongly recommend a
side by side migration from Version 6.0.3.0 to Version 7.1, followed by an upgrade to Version 8.1.
The upgrade section of this guide primarily describes this scenario.
While there are no versions available from which to upgrade to 8.1, these instructions can be
followed when upgrading to subsequent patch releases or service packs.
UPGRADING - A SIMPLIFIED PROCESS
Version 7.0 introduced Simplified Configuration, a tool designed to ease the upgrade process and
limit manual intervention while ensuring your existing configuration of agents, employees, and
queues remains intact.
Simplified Configuration reduces Multimedia Contact Center setup time significantly but requires
that the voice only portion of the system be configured first. The voice organization is used by
Simplified Configuration as a template for enabling multimedia functionality.
The Simplified Configuration process creates Unified Queue Groups, which are used to organize
queue and agent groups by the service for which they answer contacts. For example, a Unified
Queue Group for the Sales department would contain only those queue and agent groups that handle
Sales related contacts, either by email, chat, or SMS. Unified Queue Groups are based on a service
group, not on the media type handled. Unified Queue Groups can contain queues of any supported
media type. Agent groups can contain agents of any supported media type.
NOTE: The Simplified Configuration feature is not available in the Version 8.0+ installer. Using this
feature decreases the time spent upgrading and simplifies multimedia device configuration by autocreating devices based on the current setup for voice. Upgrading from Version 6.0.3.0 to Version 7.1
before upgrading to Version 8.0+ enables you to take advantage of the Simplified Configuration
option in the Version 7.1 installer.
UPGRADE SCENARIOS
This section of the guide describes upgrading from either a voice-only contact center or a contact
center that is enabled for both voice and multimedia.
UPGRADE METHODS
You can choose to either upgrade directly onto your current system or provision a new server and
upgrade in a side by side fashion.
7
Multimedia Contact Center Installation and Deployment Guide
DIRECT UPGRADES
Direct upgrades are supported when upgrading from Version 7.0.x, or 7.1.x, or 8.0.x to Version 8.1.
Due to the significant architectural changes introduced in Version 7.0, we strongly recommend using
a side by side migration method when upgrading from Version 6.0.3.0 to Version 7.1. This will help
ensure a smooth transition as well as reducing setup time and minimizing downtime during and
following the upgrade.
If you choose to upgrade on top of an existing Version 6.0.3.0 server, please note the following:
In a direct upgrade, Version 7.1 is installed onto your existing Version 6.0.3.0 server. This method,
unlike the side by side migration method, does not facilitate thorough testing prior to committing to
Version 7.1 functionality. Also, unlike the side by side method, rollback is not supported. If you want
to return to your previous system a reinstall is required.
In a direct upgrade, there are post-upgrade steps that must be completed before you will regain full
Multimedia Contact Center functionality. Multimedia Contact Center functionality is lost while you
configure your new email settings. See "Creating mail servers" on page 15 and "Configuring the
email media server" on page 27 for more information. If your contact center hosted chat configuration
files on your corporate web server, you must enable chat to use them. See "Hosting chat files on
your corporate web server" on page 121 for more information.
If you currently use Multimedia Contact Center and choose to upgrade using your existing Version
6.0.3.0 server, you will be given the choice during the upgrade to either migrate your existing
multimedia configuration or program the new multimedia portion of the software manually.
Programming the multimedia software manually enables you to take advantage of the configuration
options included with Version 7.1. See "Installation options" on page 20 for more information.
SIDE BY SIDE MIGRATION
In a side by side migration, a new Enterprise Server is created, separate from the current production
Enterprise Server. This recommended practice facilitates thorough testing and staged client updates
and supports rollback, if required, by retaining the old platform.
A side by side migration carries the lowest level of risk in upgrading but may require purchasing
additional hardware depending on your current configuration.
Additional licensing is not required when running a second Enterprise Server for the purposes of
migration or to create a sandbox environment. To mitigate risk, consult a certified technician before
configuring a second server. Once a license has been migrated, support will be provided for the
latest release only. Support will not be provided for the older server with the previous release or the
sandbox server.
A side by side migration is strongly recommended when upgrading an environment that currently
uses voice and other media types. With a direct upgrade, Multimedia Contact Center functionality is
lost while you configure your new email settings. In a side by side migration, where you install the
new version on a new server, this situation is mitigated. There is only a temporary loss of
functionality when you move your live data from the old system to the new system.
In a side by side upgrade, contact centers must implement a new Version 8.1 Chat or Contact Us
configuration using the new files in Version 8.1 and add their previous chat and Contact Us settings
8
Upgrade methods
to the 8.1 files. For information on Chat and Contact Us configuration, see "Enabling chat" on page
101 and "Enabling Contact Us" on page 133.
After restoring the configuration backup to the new server, data collection, synchronization, and
voice contact control on the production PBXs begins. This ensures a minimal gap in reporting data. If
the data directory is copied and the database restored outside of business hours, there is no
reporting data gap.
Synchronization is enabled and changes to the telephone system will be reflected in both the new
and production servers after the maintenance cycle or upon completion of a manual summarization.
If write back is enabled, settings take effect on the other server only after synchronization is
complete.
We recommend testing your new configuration by creating a test email queue, a test chat queue, a
test SMS queue, and a test agent on the new server and validating that email, chat, and SMS are
being correctly routed to queues and agents. Run reports to verify accuracy. Confirm that email
aliases or distribution groups and URL redirects for chat have been correctly implemented.
In a side by side migration, once the new server is installed and all of the devices configured we
recommend you then proceed to upgrade one client and ensure the system is functioning correctly
before upgrading all other clients. If you choose to upgrade on top of your current system, the clients
are automatically updated during the upgrade process.
Consider the following notes regarding a side by side migration:
l
l
l
l
l
By default, MiVoice Business supports three ACD and three SMDR connections to the same
PBX. The existing system and the new system use one ACD and one SMDR connection
each. When migrating servers, data collection will resume on the new server upon restoration
of the configuration backup. As a result, two connections to the SMDR and ACD ports will be
used until one of the servers has been decommissioned. Ensure the number of connected
devices to these ports does not exceed three per IP port.
NOTE: MiVoice Business supports 3 ICP connections by default, but the number of
supported ICP connections can be increased. Exceeding the number of supported
connections will impact the collection of data on the server.
When using voice contact control through MiContact Center for business hours queues may
be closed by the new server if business hours are reconfigured. To ensure no voice contact
control is performed until testing or migration, stop the MiContact Center MiTAI Proxy Server
service on the Enterprise Server.
You must ensure queue schedules are identical on both systems.
Reporting discrepancies can occur due to differences between software versions or if data
collection is interrupted.
IVR Routing services must be shut off on the new server until you are ready to switch over or
assign new ports.
9
Multimedia Contact Center Installation and Deployment Guide
MULTIMEDIA CONTACT CENTER BACKUP AND
RESTORE RECOMMENDATIONS
We recommend backing up Enterprise Server data on a regular basis as a preventive measure in
case of events that could cause loss of data and necessitate system restoration. The frequency of
backups depends on how important the data is to your business. If losing one week of data is
acceptable, then backing up once a week is sufficient. If losing more than one day of data is
unacceptable, then a daily backup strategy should be implemented.
NOTE: We strongly recommend storing backup files in a location outside of the Enterprise Server in
order to maintain essential data in the case of a hardware failure or catastrophic event.
The following data files must be considered:
l
l
l
l
YourSite Database configuration data files – These files contain all device configuration
for your contact center (including IVR Routing and Multimedia Contact Center workflows and
prompts) and are backed up automatically during nightly maintenance. They are located in the
SQL Server database as part of the CCMData files. During nightly maintenance, the data is
backed up as an .xml file and retained for the last 30 days, enabling you to restore a previous
configuration if necessary. You can also backup configuration data manually using the
Backup and Restore Wizard in Contact Center Client.
Raw data files – These files contain all raw data from the media servers, including ACD and
SMDR historical data and a flat file multimedia repository for all media, excluding voice. The
multimedia repository stores multimedia messages and SMS and chat transcripts. These files
are not backed up during nightly maintenance and must be backed up manually using your
corporate backup solution.
Reply template data files – These files include the packaged responses for email, chat, and
SMS. The reply template data files from the default folder and all user-specified folders are
backed up automatically during nightly maintenance. Reply template data files are also
included in manual backups using the Backup and Restore Wizard in Contact Center Client.
SQL Server data files (CCMData and CCMStatisticalData) – The data that is stored in the
SQL Server database is not automatically backed up during nightly maintenance. Consult
Microsoft documentation for more information regarding backup and restore processes.
Following is a list of folders and locations for data that should be backed up using your corporate
backup solution. Suggested backup tools include Symantec Backup Exec and Microsoft System
Center Data Protection Manager:
l
l
10
Configuration backups: <drive>:\Program Files (x86)\Mitel\MiContact Center\BackupFiles
This folder contains the nightly .xml backups of configuration data and IVR Routing and
Multimedia Contact Center workflows and prompts that are created during nightly
maintenance.
Raw data: <drive>:\Program Files (x86)\Mitel\MiContact Center\DataDirectory
This folder stores all raw data from the media servers. Using this data you can re-summarize
your raw data to enable reporting. This folder also contains the multimedia repository for all
media, excluding voice.
Pre-upgrade notes and planning
To restore your system with the backed up data, you must stop the MiContact Center services and
use the backup tools to restore the folders that you previously backed up. After these folders have
been restored, restart the MiContact Center services. For more information, see "Restoring
telephone system and configuration data" on page 25.
PRE-UPGRADE NOTES AND PLANNING
Version 8.1 is supported for use with 64-bit server-side and client-side Operating Systems.
Multimedia Contact Center must be collocated on the Enterprise Server. It is not supported as a
remote installation.
Some manual device configuration is required for those devices that were introduced in Version 7.0
and Version 8.1. We recommend you gather the following information before beginning the upgrade
process:
l
Mail server name
l
IMAP port information for the mail server
l
Email username and password for each mail server
l
SMTP Server for email replies
l
Chat URL (the public URL used to request a chat)
l
Twilio SMS phone numbers, Account SID, and Account Authentication for SMS media
servers
l
Interflow configuration if required
l
Customized in business or out of business auto-acknowledgment messages
When upgrading from Version 6.0.3.0 to Version 7.1 in a system that has remote servers, all remote
nodes must have .NET Framework 4.5 installed as a pre-requisite.
CRM 2007 is not supported with Version 8.1+. If workflows contain Execute activities that point to
CRM 2007, the preinstall checker will stop the upgrade. Microsoft CRM 2011 and 2013 are
supported for use with MiContact Center Version 8.1.
If you are upgrading from a pre-existing voice and multimedia environment and you currently use
Smart Algorithms to determine contact priority in multimedia queues, make note of the priorities for
each media. Smart Algorithms are not supported in Version 7.0+ and have been replaced with
Workload descriptors that apply to each employee and their capabilities.
Prior to upgrading, we recommend you consider the following regarding chat:
l
l
Choose the corporate web pages on which you want the Contact Us page to display
l
Determine what service(s), contact information, and business hours to display
l
Determine whether a chat request from this page needs to route to a specific queue
l
Customize the page to suit the look and feel of your current website
Before upgrading, integrate the chat request(s) and/or the Contact Us page onto your
corporate website. We recommend setting up a temporary chat unavailable page, as chat will
be unavailable during the upgrade.
11
Multimedia Contact Center Installation and Deployment Guide
HARDWARE AND SOFTWARE SERVER AND CLIENT
SPECIFICATIONS
For information regarding hardware and software server and client specifications, and for information
regarding virtualization support, see the MiContact Center and Business Reporter System
Engineering Guide.
UPGRADING A VOICE-ONLY SYSTEM
When upgrading a voice-only system, your current voice organization forms the basis for adding
multimedia. The employees, queues, and agent groups within your voice organization are extended
to handle multimedia – in Version 7.0 and 7.1 this includes email and chat. Support for SMS was
added in Version 8.1.
Employees handling inbound contacts for each service organization can be enabled to handle email,
chat, and SMS. Agent groups handling contacts for a service organization can be expanded to
handle email, chat, and SMS for the same service. Each voice queue representing a service
organization will be contained within a Unified Queue Group to which email, chat, and SMS queues
are added. The Unified Queue Groups represent each service organization and route any media
inbound contact intended for that particular service.
NOTE: Unified Queue Groups are optional. You can alternatively use standard queue groups,
depending on your business organization and needs.
The following steps must be followed to successfully upgrade a voice-only system:
1. Adhere to all pre-upgrade planning notes.
See "Pre-upgrade notes and planning" on page 11.
2. Ensure all hardware and software specifications are met for the server and clients.
See the MiContact Center and Business Reporter System Engineering Guide for specification
details.
3. Migrate SQL databases. (Side by side migration method only.)
See "Migrating SQL databases" on page 13.
4. Back up telephone system and configuration data.
See "Backing up telephone system and configuration data" on page 13.
5. Install MiContact Center Version 8.1 on the Enterprise Server.
NOTE: If you are upgrading from Version 6.0.3.0, install Version 7.1 and, after completing
post-installation multimedia configuration, install Version 8.1.
See "Enterprise Server installation" on page 25.
6. Restore telephone system and configuration data.
See "Restoring telephone system and configuration data" on page 25.
12
Upgrading a voice-only system
7. Configure the multimedia system: Create mail servers, add email media servers, add chat
media servers, add SMS media servers, enable employees for multimedia, define employee
Workload, add agent groups and set default login agent group presence, add multimedia
queues, create queue groups, modify default inbound, response, and Inqueue workflows, and
convert to visual workflow routing.
See "Configuring a multimedia system" on page 15.
8. Install client applications on employee desktops.
See "Installing client applications" on page 19.
MIGRATING SQL DATABASES
Please note that this section relates only to a side by side migration upgrade method.
Before upgrading, we recommend migrating the SQL databases, CCMdata and
CCMStatisticalData, to the new server. By doing so, the installation configuration wizard will update
the database schema when the new software version is installed.
Migrating the SQL databases enables you to preserve your previous reporting data. If you do not
migrate the SQL databases, a new database will be created to which you can copy over the raw
data, restore the database from the backup files, and, then, re-summarize the data. However, the
data you will be re-summarizing will be for the current configuration so the reporting data may not
match that of your previous system.
The two most common methods for migrating SQL databases are:
l
l
Dropping the database files from the SQL instance and making a physical copy of the .mdf
and .ldf files
Using SQL Server Management tools to generate backup files or scripts
See the applicable Microsoft documentation for more information on migrating SQL databases.
To migrate SQL databases
1. Copy the SQL database .mdf and .ldf files or use MS SQL Server Management tools to make
backup files or scripts.
2. Provision a new SQL server or new instance of SQL server.
3. Restore the SQL databases to the new SQL server or instance of SQL server.
BACKING UP TELEPHONE SYSTEM AND CONFIGURATION
DATA
Before installing the new version of software on the designated new server, you must back up
telephone system and configuration data on the old Enterprise Server. If you are installing on top of
an existing Enterprise Server, store the backup files in a location outside of the Enterprise Server in
order to maintain essential data in the case of a hardware failure or catastrophic event.
The Enterprise Server configuration backup includes configuration items such as employees,
agents, agent groups, queues, and security roles.
NOTE: You must be licensed as a System Administrator to back up telephone system and
configuration data.
13
Multimedia Contact Center Installation and Deployment Guide
To back up telephone system and configuration data
1. In Contact Center Client, click Tools=>Management.
2. In Management Console, click Configuration=>Back up/Restore configuration data.
3. Select Back up and click Next.
4. Next to Save, click the drop-down button and select Save as.
5. Select a location to save the file and click Save.
6. Close the View Downloads window and, in the Backup and Restore Wizard, click Finish.
A .zip file is created that contains an XML file with the entire configuration. The file size will
vary depending on the amount of data that needs to be backed up, but will typically be
between 1 and 20 MB. This .zip file name contains the date on which the file was created. For
example, a backup file created on June 24, 2015 will contain ‘20150624’.
ENTERPRISE SERVER INSTALLATION
Install Version 8.1 on the existing Enterprise Server (direct upgrade) or on the designated Enterprise
Server (side by side upgrade). See the 'Enterprise Server installation' section in the MiContact
Center Installation and Administration Guide.
NOTE: If you are upgrading from Version 6.0.3.0, install Version 7.1 and, after completing postinstallation multimedia configuration, install Version 8.1.
RESTORING TELEPHONE SYSTEM AND CONFIGURATION
DATA
After installing the new version of software on the existing Enterprise Server (direct upgrade) or on
the designated Enterprise Server (side by side upgrade), restore the previously backed-up data from
the location where it was stored (direct upgrade) or from the old server to the new server (side by side
upgrade).
NOTE: Remote restores are not supported.
To restore telephone system and configuration data
1. In Contact Center Client, click Tools=>Management.
2. In Management Console, click Configuration=> Back up/Restore configuration data.
3. Select Restore.
4. To restore a file from the server backup directory, select from the server backup directory,
select a file, and click Next.
5. To restore a file saved to another location, select from this file=>Browse, open the backup
file, and click Next.
6. When prompted to restart Contact Center Client, click Yes.
7. Optionally, you can synchronize the Enterprise Server’s IP address and computer name after
restoring data. Do so by selecting the appropriate check box and entering the Enterprise
Server’s IP address in the field provided.
After restoring a backup, check the IP addresses configured in YourSite Explorer and the computer
names associated to all media servers to ensure the local media servers are set to the local server
name and remote collectors are also set correctly.
14
Upgrading a voice-only system
CONFIGURING A MULTIMEDIA SYSTEM
To enable your voice-only contact center to handle other media types, you must configure devices
and components within YourSite Explorer in the following order:
1. Create mail servers.
2. Add email media servers.
3. Add chat media servers.
4. Add SMS media servers.
NOTE: If you are upgrading from Version 6.0.3.0 to Version 7.1, you will not have the option to
add SMS media servers until you upgrade to Version 8.0+.
5. Enable employees for multimedia.
6. Define employee Workload.
7. Add agent groups and set default login agent group presence.
8. Add multimedia queues.
9. Create queue groups.
10. Modify default inbound, response, and Inqueue workflows.
11. Convert to visual workflow routing.
Creating mail servers
Email media servers require one or more mail servers to be configured. A mail server is used to
receive and send mails to the corporate mail server and defines the IMAP connection to a single
email account. Email aliases or distribution groups, depending on the mail server type, are used to
associate multiple email addresses for the contact center to a single email account. This minimizes
the number of mail servers required.
After creating a mail server, we recommend using the test button to verify both the SMTP and mail
server are connected.
For more information and configuration details, see "Integrating Multimedia Contact Center with mail
servers" on page 42.
Adding email media servers
Media servers must be created for each media type supported by your contact center. Optionally,
each media server is assigned a default Inbound workflow that you configure to route inbound
contacts to designated endpoints. See "Converting to visual workflow routing" on page 18 for more
information.
For media server configuration details, see "Adding email to Multimedia Contact Center" on page 56.
Adding chat media servers
Media servers must be created for each media type supported by your contact center. Each media
server is assigned a default Inbound workflow that you configure to route inbound contacts to
designated endpoints.
15
Multimedia Contact Center Installation and Deployment Guide
Chat media servers require the chat server URL and auto-response username to be specified. The
chat server URL is the public URL invoked when a customer requests a chat. When a chat server
URL is configured, the system performs an auto test to determine if the URL redirect is properly
configured.
For more information and configuration details, see "Adding chat to Multimedia Contact Center" on
page 58.
Adding SMS media servers
Media servers must be created for each media type supported by your contact center. Each media
server is assigned a default Inbound workflow that you configure to route inbound contacts to
designated endpoints.
To send and receive SMS contacts, SMS media servers require an SMS Gateway Provider. In
Version 8.1, Multimedia Contact Center supports Twilio as an SMS Gateway Provider. You must
have a Twilio account to add SMS handling capabilities to Multimedia Contact Center.
For more information on integrating with an SMS Gateway Provider, see "Integrating Multimedia
Contact Center with an SMS Gateway Provider" on page 49. For information on configuring an SMS
media server, see "Adding SMS to Multimedia Contact Center" on page 61.
NOTE: If you are upgrading from Version 6.0.3.0 to Version 7.1, you will not have the option to add
SMS media servers until you upgrade to Version 8.0+.
Enabling employees for multimedia
You enable employees for multimedia by assigning the appropriate licensing and adding multimedia
capabilities to existing voice-only employees.
For additional information and configuration details, see "Adding multimedia capabilities to
employees" on page 66.
To enable employees for multimedia
1. Use the multi-select method to select the employees who will be upgraded to Multimedia
Contact Center licensing.
2. Click the General tab and enable employees for the media their agents will support.
Additional agents are created for the media specified. The agent uses the same name and
reporting number as the employee.
Agents that are newly created in the Employee device page will only be added to the
employee's agent group if the employee's agent groups are enabled for the relevant media
type and the Unified Queue Group Wizard is used.
3. Click Save.
Defining employee Workload
A Workload descriptor, which determines the number and type of media contacts that can be pushed
to an agent at any one time, must be assigned to each employee. If needed, refer to the notes
regarding contact priority and Smart Algorithms that you were advised to make in the pre-upgrade
notes and planning section of this document as a guide when defining Workloads.
16
Upgrading a voice-only system
During the upgrade, default Workloads are created and assigned to existing employees who are
licensed for Multimedia Contact Center. Newly created employees must have Workloads manually
assigned to them. You can also choose to create customized Workloads and assign them to
employees, rather than using the included, default Workloads.
For information on defining employee Workload, see "Managing Employee Workload" on page 69.
For information on configuring Workloads, see "Configuring Workload" on page 63
Adding agent groups
No additional agent groups are required to enable voice-only employees for multimedia. As part of
Simplified Configuration, existing voice agent groups are automatically enabled for multimedia during
the upgrade, if the Unified Queue Group Wizard is used.
If you have agents who handle non-voice media contacts only, you will need to add agent groups
accordingly.
You add agent groups and then associate employees to these groups.
Agent group presence, previously only available to voice agents, is now also available for multimedia
agents. Agents and supervisors can adjust a member’s presence in an agent group. By default, on
login, agents are present in all of their agent groups. You can adjust this setting in the Agent group
device page of YourSite Explorer. See "Managing agent group membership, presence, and skill
level" on page 75.
For more information and configuration details, see "Adding agent groups" on page 73 in the
'Configuring your multimedia contact center' section of this guide.
Adding multimedia queues
When you create a multimedia queue, it is automatically associated to the existing media server for
that media type.
If you use the Unified Queue Group Wizard, you do not need to add multimedia queues. Voice
queues will be used by the Unified Queue Group Wizard as the basis for creating Unified queue
groups that will handle all inbound contacts for a service group.
For more information and configuration details, see "Adding multimedia queues" on page 77 in the
'Configuring your multimedia contact center' section of this guide.
Creating queue groups
Administrators can group queues for common purposes. There are three kinds of queue groups
available: Reporting, Mitel Virtual, and Unified Queue Groups.
Unified Queue Groups are used to enable the media queues for a service organization to be grouped
together. They are called ‘Unified’ Queue Groups because they unify a group of media queues, for
example, email, chat, and SMS, that handle conversations for a service group (i.e., Sales or
Customer Support) within a business.
17
Multimedia Contact Center Installation and Deployment Guide
The Unified Queue Group wizard uses current voice queues to represent the service groups that will
be expanded to handle multimedia. The System Administrator is asked to select voice queues and
the media types that are to be enabled in the organization. The wizard then uses the voice queue
name and reporting ID to create media queues, with the same name and reporting ID, and groups
them into a Unified Queue Group. Each media queue is assigned a default Inqueue workflow.
NOTE:
l
l
l
l
Unified Queue Groups are restricted to one media queue for each type of media.
Individual queue priorities are used to specify the priority for media and queue routing. The
default priority assigned is 64.
Default Inqueue workflows have four levels of offer to agent group activities (to support
multiple overflow conditions). The wizard populates the default Inqueue workflows with the
same agent group order used by the voice queue member of the Unified Queue Group.
Unified Queue Groups are optional. If you choose not to use them, then you must create
individual email, chat, and SMS queues and enable agent groups for multimedia.
For more information and configuration details, see "Adding queue groups" on page 87.
Modifying default Inbound, Response, and Inqueue workflows
NOTE: There is no default email response workflow.
During the upgrade, a default response workflow is assigned to relevant media servers. Default
Inqueue workflows are assigned to each media queue. You can choose whether to enable default
Inbound workflows on the Media Server configuration page in YourSite Explorer. See "Converting to
visual workflow routing" on page 18.
The default workflows must be modified after the upgrade, as follows:
l
Typical Inbound workflow modifications include:
l
Emails: modifying the email address and destination queues
l
Chat: modifying the queue ID and destination queues
l
l
Typical Response workflow modifications include:
l
l
SMS: No modifications are required, but queue ID and destination queues can be
modified
Sending chat transcripts to clients
Typical Inqueue workflow modifications include:
l
Associating the handling agent groups to the queue
l
Customizing the auto-acknowledgment messages
For more information, see "Multimedia Contact Center default workflows" on page 212.
Converting to visual workflow routing
When upgrading from Version 6.0.3.0 to Version 7.1, you have the option of converting to visual
workflow routing. Visual workflow routing directs incoming contacts to queues and agent groups via
routing rules, which are determined by Inbound and Inqueue workflows.
18
Upgrading a voice-only system
The first step in converting to visual workflow routing is enabling inbound routing for your media
servers. Enabling inbound routing associates the appropriate default Inbound workflow to the server.
Administrators can modify these default workflows to suit the contact center’s needs.
The following explains how to convert to visual workflow routing by enabling the Inbound Routing tab
on YourSite Explorer’s Media Servers page. For more information on working with visual workflows
and applying routing rules to contacts, see:
l
"Multimedia routing using visual workflows" on page 156.
l
"Multimedia Contact Center default workflows" on page 212.
NOTE: If Version 6.0.3.0 customers upgrading to a Version 7.1 system do not convert to visual
workflow routing via the following procedure, multimedia contacts will continue to route directly to
queues without routing rules applied through Inbound workflows. In cases where inbound contacts
have multiple addresses in the To and/or CC fields, the contact will only be routed by the first
address in the To field.
To apply inbound routing rules to contacts
1. Select Multimedia=>Media servers and select the media server.
2. Click the Inbound tab.
The default Inbound workflow will be applied to your media server.
NOTE: If you do not want to convert to visual workflow routing, do not save the media server.
INSTALLING CLIENT APPLICATIONS
Before performing client installations, ensure the hardware and software requirements are met. See
the MiContact Center and Business Reporter System Engineering Guide for specification details.
In a side by side migration scenario with the Version 6.0.3.0 client applications installed, on each
client machine you must manually change the Enterprise IP address in the registry to point to the
new server. The client computers will then automatically update to the new software version. The
registry key is hkey_local_machine\software\wow6432node\prairieFyre software inc\common.
After the IP address change, client computers must have their Updater Service restarted for the
Enterprise IP address change to be effective and to download the client software updates.
NOTE: If, after upgrading a client computer, you want to roll back, you must uninstall the new
software version and reinstall the previous version. Administrators should revert any updated
requisite software components and then revert the Enterprise IP address back to the previous
production server IP.
Running the Client Role Selector and installing Ignite (DESKTOP)
The MiContact Center client installation includes the Client Role Selector. Within the Client Role
Selector, you choose the applications and components of MiContact Center that you want to install
on the desktop. In order to install Ignite (DESKTOP), an application that enables employees to
handle multimedia contacts, you must select it from the list of available options in the Client Role
Selector window.
19
Multimedia Contact Center Installation and Deployment Guide
UPGRADING A SYSTEM THAT CURRENTLY INCLUDES
VOICE AND MULTIMEDIA
This section describes upgrading an existing voice and multimedia contact center to Version 8.1.
INSTALLATION OPTIONS
In Version 6.0.3.0, service groups are organized using unique agent groups per media type. As of
Version 7.0, Unified Queue Groups can be created for each service organization. Unified Queue
Groups can contain queues for each media type and a single agent group assigned to all of the
queues. During the upgrade this reorganization does not happen automatically.
At the beginning of the upgrade from Version 6.0.3.0 to Version 7.1, the install wizard offers the
option of the recommended normal upgrade or manually creating your Multimedia Contact Center
Version 7.1 configuration from scratch. Read further to learn about the advantages of each choice.
If you select the recommended normal upgrade option, the installation wizard will not attempt to
create new agent IDs, agent groups, and queues. Such configuration must be done following the
upgrade. The advantage of choosing manual configuration is that it enables you to use the Simplified
Configuration tool. Simplified Configuration eases the configuration process by creating blended
queues and agent groups around each service group. It uses the already existing voice system as a
base from which to enable multimedia. After the Simplified Configuration process is complete, each
service group in the organization will have a Unified Queue Group that contains the media queues
supporting the service group and a blended agent group(s) containing all of the employees who
provide support for the service group. If another media type is required for a service group, another
media queue can be added to the Unified Queue Group and the employees who are members of the
agent group can be enabled for the additional media type.
CAUTION: We do not recommend manually upgrading as doing so requires devices to be
reconfigured. If you choose to upgrade manually instead of auto-upgrading, your existing devices will
be designated as historical and you will need to create new ones.
If you select to manually configure your Multimedia Contact Center, all of your existing devices will
be designated as historical. New agent devices, agent groups, and queues will be auto-created to
align as well as possible with your pre-existing configuration settings and routing behavior. After the
upgrade it may be necessary to adjust device configuration, for example, you may want to
consolidate agent groups or create Unified Queue Groups, to better align with the new model of
Multimedia Contact Center. The advantage of choosing auto-upgrade is that it is faster than the
manual upgrade. If you want to re-enable your system quickly to minimize downtime and do more
refined configuration later, then this may be the best choice for you.
NOTE: The Simplified Configuration feature is only applicable to upgrades from Version 6.0.3.0.
20
Upgrading a system that currently includes voice and multimedia
ADDITION OF DEFAULT WORKFLOWS
During the upgrade, Response and Inqueue workflows are added. Optionally, Inbound workflows
can be enabled on the email media server device configuration page in YourSite Explorer. (See
"Converting to visual workflow routing" on page 30 for more information.) Inqueue workflows control
the routing of queued contacts to agents. The database conversion installs default Inqueue
workflows for each queue. By default, each Inqueue workflow supports one primary, three overflow,
and one interflow group (to be used if the overflow groups fail to route). Whenever possible, workflow
data is auto-filled to reduce the upgrade effort. To avoid the need to reconfigure Inbound workflows,
the existing routing configuration that media servers use to route to queues is applied.
MAINTAINING HISTORICAL DATA
During the upgrade from Version 6.0.3.0 to Version 7.1, all pre-existing multimedia media servers are
designated as historical. All queues, agent groups, and agents associated to the multimedia media
servers are, consequently, also designated as historical.
The Summarize process has been modified to regenerate data for historical agents if the employee
associated to the agents remains licensed for Multimedia Contact Center. This ensures all pertinent
historical agent records continue to be accessible.
NOTE:
l
l
During the upgrade, device reporting numbers may change. For example, if you choose the
auto-upgrade option, similar groups will be automatically aligned, potentially altering their
reporting numbers. This will affect your report data interpretation.
After upgrading to Version 7.1, all multimedia reports will be generated from the new devices
on the active media servers. If you want to run pre-upgrade multimedia reports, their data must
be generated from the historical media servers. You cannot consolidate historical and new
data into a single report.
MIGRATING THE EMAIL REPOSITORY
To enable archived email searches following the upgrade, you must migrate your old emails by
copying the Multimedia Contact Center Exchange Repository from the old system to the flat file
repository on your new system.
NOTE: This section is only applicable if you are upgrading from Version 6.0.3.0.
21
Multimedia Contact Center Installation and Deployment Guide
To migrate the email repository
1. Navigate to C:\Program Files (x86)\Mitel\MiContact Center\DataDirectory, create two
folders, and name them 'Originals' and 'Replies'.
2. Within Outlook, access the MCC Exchange repository and drag and drop (copy) the mail
contents from Folders=>Public Folders=>CyberAED=>Repository=>Originals and
Folders=>Public Folders=>CyberAED=>Repository=>Replies into the matching folders
you created in step 1.
3. After the contents have been copied over, stop and start the MiContact Center Storage
service.
Stopping and starting the Storage Service initiates the Repository Conversion tool. The
Repository Conversion tool enables email compatibility with the updated Multimedia Contact
Center search tool. The Conversion Tool converts and moves all mail items to two new
folders: 'ProcessedOriginal' and 'ProcessedReply', for original and reply items respectively.
After the conversion is complete, the items are moved to the 'SearchStorage' folder. You can
delete the 'ProcessedOriginal' and 'ProcessedReply' folders after confirming all Exchange
repository items have been successfully moved to the search repository.
Migrating the email repository can be quite time consuming. Depending on the number of items being
moved, this process may take several hours. Migration must take place after the upgrade is finished
as the C:\Program Files (x86)\Mitel and SearchStorage folders must be created before the migration
can occur. You will be able to run Multimedia Contact Center while migrating the email repository.
Any historical data that resides in Exchange will not be accessible from Ignite for searching
purposes until the migration is complete.
Migrating the email repository breaks the link with real-time data. If you use preferred agent settings
to route email, any contacts from before the upgrade will not retain their preferred agent history. To
associate an agent with a reply, a manual search of SMDR records will be required.
UPGRADE PROCESS RECOMMENDATIONS
The following steps must be followed to successfully upgrade an existing voice and multimedia
system:
1. Adhere to all pre-upgrade planning notes.
See "Pre-upgrade notes and planning" on page 11.
2. Ensure all hardware and software specifications are met for the server and clients.
See the MiContact Center and Business Reporter System Engineering Guide for specification
details.
3. Migrate SQL databases. (Side by side migration method only.)
See "Migrating SQL databases" on page 24.
4. Back up telephone system and configuration data.
See "Backing up telephone system and configuration data" on page 24.
5. Install MiContact Center Version 8.1 on the Enterprise Server.
NOTE: If you are upgrading from Version 6.0.3.0, install Version 7.1 and, after completing
post-installation multimedia configuration, install Version 8.1.
See "Enterprise Server installation" on page 25.
6. Restore telephone system and configuration data.
See "Restoring telephone system and configuration data" on page 25.
7. Migrate existing emails from SearchStorage to Elasticsearch.
22
Upgrading a system that currently includes voice and multimedia
See "Migrating existing emails from SearchStorage to Elasticsearch" on page 26.
NOTE: If you are upgrading from Version 6.0.3.0 to Version 7.1, you will not be able to migrate
from SearchStorage to ElasticSearch until you upgrade to Version 8.0+.
8. Configure devices.
The devices that require configuration depend on whether you select manual or auto-upgrade
during the installation process. If you select the manual upgrade, you will need to configure all
multimedia devices. If you select auto-upgrade, some device configuration is done
automatically. Potentially, configuration would be required for the following devices: Mail
servers, email media servers, chat media servers, SMS media servers, employees, employee
Workload, queues, queue groups, default login agent group presence, default inbound,
response, and Inqueue workflows, and visual workflow routing.
See "Configuring devices" on page 26.
9. Install client applications on employee desktops.
See "Installing client applications" on page 31.
10. Remove Multimedia Contact Center Web Chat Server software.
See "Removing Multimedia Contact Center WebChat Server software" on page 31.
11. Bring the system online.
See "Bringing the system online" on page 31.
12. Follow Exchange Server migration recommendations.
See "Exchange Server migration recommendations" on page 32.
CPU UTILIZATION WHEN MIGRATING MULTIMEDIA
MESSAGES TO ELASTICSEARCH
During upgrades, the installer migrates in-queue and in-progress multimedia messages to
Elasticsearch. This migration uses a large share of the processor resources and, as such, may
adversely affect system stability for Remote Desktop Sessions. After the migration process is
complete, the installation continues and processor resources return to normal consumption levels.
NOTE: If system monitoring or management systems are configured to alarm on high resource
utilization, a false flag may present during upgrades.
After installation is complete, multimedia interactions continue to be processed in the background
and placed into the Elasticsearch archive. Multimedia messages are not searchable via Ignite until
the message has been archived. Messages are archived, beginning with the most recent
interactions, at a rate of approximately 8000 items per hour. The processing rate depends on your
processor, available system resources, and number of historical multimedia interactions to be
migrated.
Migration speed can be decreased if the server is under high load and you want to prioritize
production operations. Migration speed should only be decreased if the system is in a high
performance production environment and there is no immediate need to search older archived items.
Default settings should provide appropriate performance for the majority of multimedia
implementations. For information regarding modifying migration speed, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52429.aspx.
For information regarding modifying migration speed, see the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52429.aspx.
23
Multimedia Contact Center Installation and Deployment Guide
MIGRATING SQL DATABASES
Please note that this section relates only to a side by side migration upgrade method.
Before upgrading, we recommend migrating the SQL database to the new server. By doing so, the
installation configuration wizard will update the database schema when the new version of software
is installed.
Migrating the SQL databases enables you to preserve your previous reporting data. If you do not
migrate the SQL databases, a new database will be created to which you can copy over the raw
data, restore the database from the backup files, and, then, re-summarize the data. However, the
data you will be re-summarizing will be for the current configuration so the reporting data may not
match that of your previous system.
The two most common methods for migrating SQL databases are:
l
l
Dropping the database files from the SQL instance and making a physical copy of the .mdf
and .ldf files
Using SQL Server Management tools to generate backup files or scripts
See the applicable Microsoft documentation for more information on migrating SQL databases.
To migrate SQL databases
1. Copy the SQL database .mdf and .ldf files or use MS SQL Server Management tools to make
backup files or scripts.
The SQL databases are CCMData and CCMStatisticalData.
2. Provision a new SQL server or new instance of SQL server.
3. Restore the SQL databases to the new SQL server or instance of SQL server.
BACKING UP TELEPHONE SYSTEM AND CONFIGURATION
DATA
Before installing the new version of software on the designated new server, you must back up
telephone system and configuration data on the old Enterprise Server. If you are installing on top of
an existing Enterprise Server, store the backup files in a location outside of the Enterprise Server in
order to maintain essential data in the case of a hardware failure or catastrophic event.
The Enterprise Server configuration backup includes configuration items such as employees,
agents, agent groups, queues, and security roles.
NOTE: You must be licensed as a System Administrator to back up telephone system and
configuration data.
To back up telephone system and configuration data
1. In Contact Center Client, click Tools=>Management.
2. In Management Console, click Configuration=>Back up/Restore configuration data.
3. Select Back up and click Next.
24
Upgrading a system that currently includes voice and multimedia
4. Next to Save, click the drop-down button and select Save as.
5. Select a location to save the file and click Save.
6. Close the View Downloads window and, in the Backup and Restore Wizard, click Finish.
A .zip file is created within which is an XML file that contains the entire configuration. The file
size will vary depending on the amount of data that needs to be backed up, but will typically be
between 1 and 20 MB. This .zip file name contains the date on which the file was created. For
example, a backup file created on June 24, 2015 will contain ‘20150624’.
ENTERPRISE SERVER INSTALLATION
Install Version 8.1 on the existing Enterprise Server (direct upgrade) or on the designated Enterprise
Server (side by side upgrade). See the 'Enterprise Server installation' section in the MiContact
Center Installation and Administration Guide.
NOTE: If you are upgrading from Version 6.0.3.0, install Version 7.1 and, after completing postinstallation multimedia configuration, install Version 8.1.
RESTORING TELEPHONE SYSTEM AND CONFIGURATION
DATA
After installing the new version of software on the existing Enterprise Server (direct upgrade) or on
the designated Enterprise Server (side by side upgrade), restore the previously backed-up data from
the location where it was stored (direct upgrade) or from the old server to the new server (side by side
upgrade).
NOTE: Remote restores are not supported.
To restore telephone system and configuration data
1. In Contact Center Client, click Tools=>Management.
2. In Management Console, click Configuration=> Back up/Restore configuration data.
3. Select Restore.
4. To restore a file from the server backup directory, select from the server backup directory,
select a file, and click Next.
5. To restore a file saved to another location, select from this file=>Browse, open the backup
file, and click Next.
6. When prompted to restart Contact Center Client, click Yes.
7. Optionally, you can synchronize the Enterprise Server’s IP address and computer name after
restoring data. Do so by selecting the appropriate check box and entering the Enterprise
Server’s IP address in the field provided.
After restoring a backup, check the IP addresses configured in YourSite Explorer and the computer
names associated to all media servers to ensure the local media servers are set to the local server
name and remote collectors are also set correctly.
25
Multimedia Contact Center Installation and Deployment Guide
MIGRATING EXISTING EMAILS FROM SEARCHSTORAGE TO
ELASTICSEARCH
In a side by side migration upgrade from 7.x, after restoring the backup on the new server, you must
run a migration tool to migrate existing emails from the old SearchStorage directory to Elasticsearch
on the newly installed Version 8.0+ Enterprise Server.
To migrate existing conversations in a side by side upgrade scenario
1. On the 8.0+ Enterprise Server, in Windows, navigate to Services.
2. Right-click MiContact Center Storage and click Stop.
3. On the 7.x Enterprise Server, copy all .msg files from the SearchStorage location in
CCM\DataDirectory.
4. On the 8.0+ Enterprise Server, paste them in the new SearchStorage location (set during
installation).
5. Launch the command prompt.
6. Run the following command: cd “<drive>:\Program Files (x86)\Mitel\MiContact
Center\Services\StorageServices\ElasticsearchMigration”, replacing <drive> with the
appropriate drive chosen during installation.
7. Run the command StorageService.ElasticsearchMigration.exe /r.
8. When the message Migration finished for storage directory appears, close the command
prompt.
9. Navigate to Services.
10. Right-click MiContact Center Storage and click Start.
CONFIGURING DEVICES
After upgrading the Enterprise Server, some manual device configuration is required to make your
Version 8.1 multimedia contact center fully functional.
NOTE: Whether you need to perform each of the following procedures depends on the version of
MiContact Center software you are upgrading from and your multimedia settings prior to upgrade. All
procedures are included here but may not all apply to your specific upgrade.
1. Create mail servers.
2. Configure email media servers.
3. Configure chat media servers.
4. Configure SMS media servers.
NOTE: If you are upgrading from Version 6.0.3.0 to Version 7.1, you will not have the option to
add SMS media servers until you upgrade to Version 8.0+.
5. Configure employees.
6. Define employee Workload.
7. Configure queues.
8. Configure queue groups.
9. Set default login agent group presence.
10. Modify default inbound, response, and Inqueue workflows.
11. Convert to visual workflow routing.
26
Upgrading a system that currently includes voice and multimedia
Creating mail servers
Email media servers require one or more mail servers to be configured. A mail server is used to
receive and send mails to the corporate mail server and defines the IMAP connection to a single
email account. Email aliases or distribution groups, depending on the mail server type, are used to
associate multiple email addresses for the contact center to a single email account. This minimizes
the number of mail servers required.
After creating a mail server, we recommend using the test button to verify both the incoming and
outgoing connections are functioning as expected.
When email servers are copied over during the upgrade, they retain the SMTP information for
outbound mails, if it was configured in the previous system. If you are upgrading from a Version
6.0.3.0 system, inbound mail settings will need to be configured as they did not exist before Version
7.0.
For more information and configuration details, see "Integrating Multimedia Contact Center with mail
servers" on page 42.
Configuring the email media server
When upgrading from Version 6.0.3.0 to Version 7.1, email media servers will be copied over when
you restore the backup data from your old server to your new server and will have an Exchange mail
server already assigned to them.
For more information and configuration details, see "Adding email to Multimedia Contact Center" on
page 56.
Configuring the chat media server
When upgrading from Version 6.0.3.0 to Version 7.1, chat media servers will be copied over when
you restore the backup data from your old server to your new server. You need to configure the Chat
Server URL and auto-response username.
For more information and configuration details, see "Adding chat to Multimedia Contact Center" on
page 58.
Configuring the SMS media server
SMS media servers will be made historical during an upgrade from Version 7.0 or Version 7.1.
MultiTech SMS modems are not supported in Version 8.0+. Historical SMS media servers and their
data will be available for reporting, post upgrade. Pre-8.0 SMS messages will be migrated and
treated as emails.
If you are upgrading from pre-Version 8.0, you must add a new SMS media server, add SMS
handling capabilities to employee and agent groups, and add new SMS queues. In Version 8.0+,
SMS media servers require an SMS Gateway Provider. As of Version 8.0, Multimedia Contact
Center supports Twilio as an SMS Gateway Provider. You must have a Twilio account to add SMS
handling capabilities to Multimedia Contact Center.
For more information on integrating with an SMS Gateway Provider, see "Integrating Multimedia
Contact Center with an SMS Gateway Provider" on page 49. For information on configuring an SMS
media server, see "Adding SMS to Multimedia Contact Center" on page 61.
27
Multimedia Contact Center Installation and Deployment Guide
NOTE: If you are upgrading from Version 6.0.3.0 to Version 7.1, you will not have the option to add
SMS media servers until you upgrade to Version 8.0+.
Configuring employees
As of Multimedia Contact Center Version 7.0, employees can only have one agent for each of the
types of multimedia supported by the contact center. In addition, employees handling multimedia
contacts must have the appropriate licensing.
When upgrading from Version 6.0.3.0 to Version 7.1, all multimedia agents associated to the Version
6.0.3.0 media servers are made historical. A new agent will be created with the same reporting
number as the employee. New SMS agents must be created manually.
NOTE: Historical multimedia agents associated with employees can only be seen and deleted from
YourSite=>Agents.
For information and configuration details, see "Adding multimedia capabilities to employees" on page
66.
Defining employee Workload
During the upgrade from Version 6.0.3.0 to Version 7.1, a default Workload descriptor, which
determines the number and type of each media that can be handled at any one time, is assigned to
each employee. After upgrading, you can create and assign new Workloads to employees based on
employee experience or expertise or according to your contact center needs. If needed, refer to the
notes regarding contact priority and Smart Algorithms that you were advised to make in the preupgrade notes and planning section of this document as a guide when defining Workloads.
For information on defining employee Workload, see "Managing Employee Workload" on page 69.
For information on configuring Workloads, see "Configuring Workload" on page 63
Configuring queues
When you create a multimedia queue, it is automatically associated to the existing media server for
that media type.
After an upgrade from Version 6.0.3.0 to Version 7.1, the agent groups associated to the previous
multimedia queues are assigned to the new corresponding multimedia queues’ Offer to Agent Group
activities. Interflow options must be configured manually after upgrade, however.
To set interflow for a queue, add an Interflow activity to the Inqueue workflow after the last Offer to
Agent group activity in the workflow. Set the Interflow activity’s destination to the destination
previously set in the queue’s ‘Internally transfer interflow contacts to this email/chat queue’ field or
‘Externally interflow contacts to this email address field’. For information on configuring the Interflow
activity, see "Routing contacts with the Interflow activity" on page 188.
Ensure the Offer to Agent Group before the Interflow activity is set to overflow. For the duration set
previously in the ‘Interflow time’ field, take the value and divide it amongst the Offer to Agent Group
activities’ Overflow Time fields. For example, if the ‘Interflow time’ value is 3 minutes and the new
Inqueue workflow has two Offer to Agent Group activities, then the value set in each Overflow Time
field would be 1.5 minutes.
28
Upgrading a system that currently includes voice and multimedia
The following chat queue fields are not supported in 7.0+:
l
Queue public folder name
l
Internal email address
After the upgrade from Version 6.0.3.0, you must configure the chat queue auto-response username
and set the queue priority as best suits your contact center.
For more information and configuration details, see "Adding multimedia queues" on page 77.
Configuring queue groups
Administrators can group queues for common purposes. There are three kinds of queue groups
available: Reporting, Mitel Virtual, and Unified Queue Groups.
During the upgrade from Version 6.0.3.0 to Version 7.1, a best effort is made to auto-create Unified
Queue Groups, however, depending on your previous configuration, they may have to be manually
created or customized. Unified Queue Groups are optional but are beneficial in organizing media
types for each service organization within your business and are a preferred method of multimedia
queue configuration.
For more information and configuration details, see "Adding queue groups" on page 87.
Setting default login agent group presence
Agents and supervisors can adjust a member’s presence in an agent group. By default, on login,
agents are present in all of their agent groups. You can adjust this setting in the Agent group device
page of YourSite Explorer. See "Managing agent group membership, presence, and skill level" on
page 75.
Modifying default Inbound, Response, and Inqueue workflows
NOTE: There is no default email response workflow.
During the upgrade, a default response workflow is assigned to relevant media servers. Default
Inqueue workflows are assigned to each media queue. You can choose whether to enable default
Inbound workflows on the email media server device configuration page in YourSite Explorer. See
"Converting to visual workflow routing" on page 18.
The default workflows must be modified after the upgrade, as follows:
l
l
Typical Inbound workflow modifications include:
l
Emails: modifying the email address and destination queues
l
Chat: modifying the queue ID and destination queues
l
SMS: No modifications required, but queue ID and destination queues can be modified
Typical Response workflow modifications include:
l
l
Sending chat transcripts to clients
Typical Inqueue workflow modifications include:
l
Associating the handling agent groups to the queue
l
Customizing the auto-acknowledgement messages
29
Multimedia Contact Center Installation and Deployment Guide
Default upgrade settings use an Offer to Agent activity to select the next available agent. If you
require preferred agent support, then you must replace the Offer to Agent activity with an Offer to
Preferred Agent activity in the Inqueue workflow.
For more information, see "Multimedia Contact Center default workflows" on page 212.
Converting to visual workflow routing
When upgrading from Version 6.0.3.0 to Version 7.1, you have the option of converting to visual
workflow routing. Visual workflow routing directs incoming contacts to queues and agent groups via
routing rules, which are determined by Inbound and Inqueue workflows.
The first step in converting to visual workflow routing is enabling inbound routing for your media
servers. Enabling inbound routing associates the appropriate default Inbound workflow to the server.
Administrators can modify these default workflows to suit the contact center’s needs.
The following explains how to convert to visual workflow routing by enabling the Inbound Routing tab
on YourSite Explorer’s Media Servers page. For more information on working with visual workflows
and applying routing rules to contacts, see:
l
"Multimedia routing using visual workflows" on page 156.
l
"Multimedia Contact Center default workflows" on page 212.
NOTE: If Version 6.0.3.0 customers upgrading to a Version 7.1 system do not convert to visual
workflow routing via the following procedure, multimedia contacts will continue to route directly to
queues without routing rules applied through Inbound workflows. In cases where inbound contacts
have multiple addresses in the To and/or CC fields, the contact will only be routed by the first
address in the To field.
To apply inbound routing rules to contacts
1. Select Multimedia=>Media servers and select the media server.
2. Click the Inbound tab.
The default Inbound workflow will be applied to your media server.
NOTE: If you do not want to convert to visual workflow routing, do not save the media server.
30
Upgrading a system that currently includes voice and multimedia
INSTALLING CLIENT APPLICATIONS
Before performing client installations, ensure the hardware and software requirements are met. See
the MiContact Center and Business Reporter System Engineering Guide.
In a side by side migration scenario with the Version 6.0.3.0 client applications installed, on each
client machine you must manually change the Enterprise IP address in the registry to point to the
new server. The client computers will then automatically update to the new software version. The
registry key is hkey_local_machine\software\wow6432node\prairieFyre software inc\common.
After the IP address change, client computers must have their Updater Service restarted for the
Enterprise IP address change to be effective and to download the client software updates.
NOTE: If, after upgrading a client computer, you want to roll back, you must uninstall the new
software version and reinstall the previous version. Administrators should revert any updated
requisite software components and then revert the Enterprise IP address back to the previous
production server IP.
When you upgrade client desktops, the Updater Service will remove the Version 6.0.3.0 Outlook
multimedia agent plug-in application.
Running the Client Role Selector and installing Ignite (DESKTOP)
The MiContact Center client installation includes the Client Role Selector. Within the Client Role
Selector, you choose the applications and components of MiContact Center that you want to install
on the desktop. Ignite enables employees to handle multimedia contacts. If you want to install Ignite
(DESKTOP) on the client desktop, select it from the list of available options in the Client Role
Selector window.
Removing Multimedia Contact Center WebChat Server software
If chat was supported in your Version 6.0.3.0 Multimedia Contact Center environment, remove the
WebChat Server software that was previously installed on the corporate Web server.
BRINGING THE SYSTEM ONLINE
NOTE: This section is only applicable if you are upgrading from Version 6.0.3.0.
Create a test email queue, a test chat queue, a test SMS queue, and a test agent on the new server
and validate that email, chat, and SMS are being correctly routed to queues and agents. Run reports
to verify accuracy. Confirm that email aliases or distribution groups and URL redirects for chat have
been correctly implemented.
Before moving to the new system, advise agents to complete all outstanding items on the old
system. Advise agents to empty their public folders.
When moving email addresses from your old server to the new server, we recommend you enable
email addresses one at a time, beginning with those that experience the lowest traffic.
31
Multimedia Contact Center Installation and Deployment Guide
Mail-disable the email address from the existing public folder. Add the address as an alias or
distribution group to the generic email address inbox that your mail server is pulling from in the
Version 8.1 environment. Continue with this process until all email addresses have been enabled in
the new system.
NOTE: When you mail-disable the email address in the public folder, mails will not be delivered and
mail senders will receive an undeliverable message until the email address has been created in the
new system as an alias or distribution group.
For more information, see "Exchange Server migration recommendations" on page 32.
Optionally, you can similarly migrate the chat items. We recommend you do so in a staggered
fashion by only exposing the request to chat from the corporate Web page for a specific service
group. We also recommend that, during migration, you add a maintenance message that explains
chat is temporarily unavailable.
Deploy the updated corporate Web pages with the Contact Us page on the corporate website.
Remove the chat temporary unavailable page.
Disable the old system and instruct agents to log onto the new system.
EXCHANGE SERVER MIGRATION RECOMMENDATIONS
NOTE: This section is only applicable if you are upgrading from Version 6.0.3.0.
Support is provided for migrating the Exchange repository to the new flat file repository. This
migration is expected to take a significant amount of time and is dependent on the amount of data to
be migrated. This migration can occur after the new system is operational. After migrating to the flat
file repository, stopping and restarting the Storage Service is required and will tag new entries for the
search tool.
NOTE: Due to Windows' limitations, you will be unable to migrate emails whose file names exceed
260 characters.
Migrating data will break the link with real-time data and preferred agent status for any contacts from
before the upgrade will be lost. The migrated data will be fully indexed and searchable. To associate
an agent to a reply will require a manual search of SMDR records.
There are several possible, existing Exchange Server deployment scenarios to consider when
upgrading. The high level upgrade steps are similar regardless of the version of Exchange currently
being used. See the following table for a description of four possible migration scenarios.
NOTE: For minimum downtime, we recommend migrating email addresses after all installation and
configuration is complete. In that way, when you mail-disable the public folders and add email
addresses, as aliases or distribution groups, agents will be already be configured and prepared to
answer emails in the new system.
32
Upgrading a system that currently includes voice and multimedia
Table 1: Exchange Server migration recommendations
EXCHANGE SERVER
DEPLOYMENT
SCENARIO
DURING MIGRATION
POST-UPGRADE
Exchange is installed on its
own server and is not
collocated with MiContact
Center. This Exchange
Server is only used to host
public folders for the
Multimedia Contact Center.
Leave the Exchange Server
intact.
Decommission the Exchange
Server. It is no longer
required. The public folder
structure can be migrated to
any other public folder store
using public folder replication.
Exchange is installed on its
own server and is not
collocated with MiContact
Center. This Exchange
Server is used for corporate
and Multimedia Contact
Center data.
Leave the Exchange Server
intact.
Leave the Exchange Server
intact for corporate use.
Exchange is collocated with
MiContact Center and is
only used to host Multimedia
Contact Center data.
A new server should be built
for MiContact Center
Version 7.1. The Exchange
Server should be left intact
with MiContact Center
installed as a part of the
rollback plan.
Decommission the Exchange
Server. It is no longer
required. The public folder
structure can be migrated to
any other public folder store
using public folder replication.
Uninstall the MiContact
Center software.
Exchange is collocated with
MiContact Center and is
used for corporate and
Multimedia Contact Center
data.
A new server should be built
for MiContact Center
Version 7.1. The Exchange
Server should be left intact
with MiContact Center
installed as a part of the
rollback plan.
Leave the Exchange Server
intact for corporate use.
Uninstall the MiContact
Center software.
33
Multimedia Contact Center Installation and Deployment Guide
High-level migration steps for the Exchange Server are as follows:
1. Stop and disable the MiContact Center Services on the Exchange Server (Setup and Objects
service).
2. Create a new mailbox on the mail server that is going to host the new Multimedia Contact
Center mailboxes.
Use a primary SMTP address that does not match any of the queue’s SMTP addresses.
3. Using the Exchange Public Folder Management Tool, mail-disable all of the Queue Public
Folders.
NOTE: When you mail-disable email addresses in the public folder, mails will not be delivered
and mail senders will receive an undeliverable message until the email addresses have been
created in the new system as an alias or distribution group. We recommend you disable email
addresses one at a time to minimize disruption.
4. Create a distribution group containing email addresses used to route to queues.
Distribution Groups are recommended in order to associate multiple email addresses to a
single mailbox. It may take up to 15 minutes before the email addresses are available.
5. Enable the IMAP service and set it to automatic startup on the CAS server that is servicing
the new mailbox.
34
YourSite Explorer configuration notes and tips
CONFIGURING YOUR MULTIMEDIA CONTACT
CENTER
Multimedia Contact Center is configured in the YourSite Explorer application in the Multimedia tab,
which contains the relevant MiContact Center devices for Multimedia Contact Center.
YOURSITE EXPLORER CONFIGURATION NOTES AND
TIPS
For ease of use and efficiency, YourSite Explorer uses standard Windows CTRL and Shift button
conventions for selecting multiple objects.
NOTE:
l
l
l
l
Only one set of pending configuration changes can be saved at any time. If another user
saves changes to the same element of YourSite Explorer that you are updating, you receive
an error message when attempting to save your changes. In these instances you must refresh
YourSite Explorer after the other user’s changes have been saved. You may then re-enter and
save your changes. We recommend you save your configuration changes frequently, in order
to avoid losing work.
YourSite Explorer enables you to have multiple device tabs open simultaneously. As a best
practice, we recommend you only have the device tabs open that you are currently using.
When you configure numbers for groups in YourSite Explorer, use numerical characters only,
such as 1 (for Queue Group 1). Do not insert symbols, such as a star [*] or pound sign [#], in
the number.
If you attempt to add a device or device group to YourSite Explorer that is already in the
database, the system notifies you that the device or device group is already present. When
you add a series of devices or device groups to YourSite, such as Queues 5001 to 5005, if the
system detects you have already added Queue 5002, then it will not add Queue 5002 or any
subsequent queues in the series (that is, Queues 5003 to 5005) to the database.
For detailed information regarding YourSite Explorer, consult the MiContact Center Installation and
Administration Guide.
APPLYING CHANGES TO MULTIPLE DEVICES AT A TIME
Administrators can apply a change to multiple devices at a time using the multi-select feature. This
feature saves administrators from having to apply the same change to multiple devices of the same
type.
To apply changes to multiple devices at a time
1. Click Multimedia and select the device.
2. Select multiple devices by holding CTRL or Shift and clicking the devices.
3. Select the configuration changes.
NOTE: Only information common across devices of the same type can be changed in one
action.
4. Click Save.
35
Multimedia Contact Center Installation and Deployment Guide
VIEWING DEVICES BY CATEGORY OR TYPE
Administrators can selectively view devices by category or type by applying filters to the device
page. For example, administrators can view only the contact center’s Email Inbound workflows by
applying the Email Inbound filter to the Workflows page.
Multiple filters can be applied at a time, enabling administrators to selectively view devices by
multiple categories or types. For example, administrators can view only Email, Chat, or SMS
variables by applying these filters to the Variables page.
The following devices may be viewed by category or type
l
Queues
l
Subroutines
l
Variables
l
Workflows
To view variables by category or type
1. Click Multimedia and select the device.
2. After Filter, select a device category or type from the drop-down list.
NOTE: Filters remain in place until a category is deselected. Selecting ‘None’ removes all
filters.
ORGANIZING DEVICES BY SHARED CRITERIA
Organizing devices by shared criteria will group devices for ease of identification and configuration.
For example, grouping media servers by Site will, in the device pane, group all media servers
associated to a site. After selecting grouped devices, administrators can change information
common to those devices in one action. See "Applying changes to multiple devices at a time" on
page 35.
In Multimedia Contact Center, administrators can organize the following devices by criteria
l
Agents
l
Employees
l
Media servers
To organize a device type by criteria
1. Click Multimedia and select the device to group.
2. Click Group by and select an organizing criterion or criteria.
NOTE: Additional grouping criteria are nested under the original criterion selected.
To remove organizing criteria
1. Click Multimedia and select the device.
2. Click Group by and deselect the criteria to remove.
NOTE: To remove all grouping criteria, ensure no criteria remain selected under Group by.
36
Required information
REQUIRED INFORMATION
To configure Multimedia Contact Center, you require the following information:
l
Mail server name
l
IMAP port information for mail server
l
Email username and password
l
SMTP Server for email replies
l
Chat server URL (the public URL used to request chat)
l
SMS gateway provider account
l
l
Interflow configuration
For multimedia queues, interflow is conducted by the Interflow activity in Inqueue workflows.
See "Routing contacts with the Interflow activity" on page 188.
Customized auto-acknowledgment messages
Multimedia Contact Center default workflows contain a number of default autoacknowledgment messages. For an overview of the default workflows and their messages
that may need to be modified to suit your contact center’s needs, see "Multimedia Contact
Center default workflows" on page 212.
CONFIGURING MULTIMEDIA ENTERPRISE SETTINGS
The Enterprise Server is the computer on which MiContact Center is installed. When programming
the enterprise, you configure Enterprise Server general settings, some maintenance services, and
email alarms, as well as settings for Contact Center Screen Pop and Multimedia Contact Center.
Configuration steps specific to Multimedia Contact Center include:
l
Configuring email settings
l
Configuring the Multimedia storage path
For more information concerning non-multimedia enterprise settings, see the MiContact Center
Installation and Administration Guide.
CONFIGURING EMAIL SETTINGS
You configure email alarms so you are notified by email about Enterprise Server and real-time
performance issues. You must have configured a mail server before configuring your email settings.
See "Adding mail servers" on page 43.
To configure email alarms
1. In YourSite Explorer, click YourSite=>Enterprise.
2. Click the Email settings tab.
3. After Mail Server, click the Browse button.
4. Select a mail server and click OK.
37
Multimedia Contact Center Installation and Deployment Guide
5. After Email notification interval minutes, select the interval (in minutes) that the Enterprise
will check for alarms and send out email notifications.
6. After Send Enterprise Server alarms to the following address(es), type the email address
of the employee(s) who will receive the email notification.
7. Click Save.
ADDING SITES
A site is an office location with one or more media servers. It can be the office where the Enterprise
Server is installed or a branch office.
Your site structure determines how you view statistics and reports. When you set up your site
structure, you specify site and media server information. When you add a site, you add the name of
the site and the time zone. By making each site distinct, you can restrict user access to sites. For
more information on restricting user access, see "Configuring security roles" on page 97. The site’s
language determines the default language setting for employees associated to it. Changing the site’s
language will change the language setting for employee’s associated to it.
Administrators can limit whether or not the Make Busy and Do Not Disturb reason codes used by
employees are visible in communication tools such as MiCollab and Microsoft Skype for Business.
Administrators can also enable agent greeting and whisper announcement functionality for all agents
in the site. Agents record messages from Ignite (DESKTOP) and assign them to specific queues, so
that they are played on each incoming ACD call. For more information, see the "Agent Greeting
settings (DESKTOP)" on page 321. For information on configuring agent greeting workflows, see
MiContact Center Installation and Administration Guide and the MiContact Center User Guide.
Administrators can also restrict the site’s use of Contact Center Client’s Chat Integration, which
enables employees to chat with each other in Contact Center Client. Prior to Version 7.0, there was
an option to use Microsoft Skype for Business as the default chat client instead of Contact Center
Chat. In Version 7.0 and greater, YourSite Explorer automatically detects if you have Microsoft
Skype for Business Server and enables it as the default chat client. If your contact center is a mixed
environment where some users have Skype for Business and others do not, you may want to use
Contact Center Chat to ensure all employees can communicate. For information on using Contact
Center Chat in an environment with Skype for Business on some systems, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52084.aspx
To add a site
1. Click Multimedia=>Site.
2. Click Add.
3. After Site Name, type the name of the site.
4. After Time Zone, select the time zone and closest location from the drop-down list.
5. After Site Language, select the site language from the drop-down list.
6. After Default Server, click the Browse button.
7. Select a server and click OK.
8. If you want Make Busy and Do Not Disturb reason codes to display in communication tools,
select Display Make Busy and DND Reason Codes in Communication Tools.
38
Adding sites
9. To enable agent greeting and whisper announcement functionality for the site, check Enable
Agent Greetings.
The system displays an information message advising you to ensure that the appropriate
Class of Service options are configured for agents on the MiVoice Business PBX.
10. To disable Contact Center Client Chat Integration, clear Chat Enabled.
11. Click Save.
CONFIGURING THE MULTIMEDIA STORAGE PATH
During installation you select the multimedia storage path, which sets the email storage location.
The storage path can be either local drive or a network drive (UNC path). The Local administrator
account set during installation must have read/write permission to that path. Once specified, the
following folder structure will be created within the storage path:
\<SiteKey>\<Year>\<Month>\
Year and Month folders are named numerically to correspond to the year and month of the stored
messages and transcripts. If you used the default storage path, the folder structure is
<drive>:\Program Files (x86)\Mitel\MiContact Center\DataDirectory\SearchStorage\<SiteKey>\
<Year>\<Month>\.
NOTE:
l
l
Chat and SMS transcripts are stored in the Elasticsearch index, at <drive>:\Program Files
(x86)\Mitel\MiContact Center\Database\Elasticsearch\. For more information on
Elasticsearch, see the MiContact Center and Business Reporter System Engineering Guide.
The \<SiteKey>\<Year>\<Month> folders are only added the first time an email is indexed
during the corresponding year and month.
The multimedia storage path can be changed to store new messages in a different location. Old files
must be copied to the new location manually. For instructions on changing the multimedia storage
path, see the Mitel Knowledge Base.
Certain email .msg files can be deleted from the email storage location to free up disk space. While
Ignite will return deleted .msg files in search results, attachment viewing will be limited and
embedded images will not display. For information, see the Mitel Knowledge Base.
39
Multimedia Contact Center Installation and Deployment Guide
ENABLING A NEW MULTIMEDIA CONTACT CENTER
You must configure the following enterprise-level items before you can configure your devices.
1. Create mail servers.
Mail servers will need to be created for your email media server. They are used to receive and
send mails to the corporate mail server. It is recommended that email aliases or distribution
groups, depending on your mail server type, be used to map multiple email accounts to a
single email account as this will reduce the number of mail servers that need to be configured.
See "Adding mail servers" on page 43.
2. Create media servers.
Media servers will need to be created for each media supported by the contact center. Email
media servers require one or more mail servers to be specified. Chat media servers require the
chat server URL. SMS media servers require an integration with Twilio, a third-party
SMS gateway service provider.
See "Adding email to Multimedia Contact Center" on page 56 and "Adding chat to Multimedia
Contact Center" on page 58"Adding SMS to Multimedia Contact Center" on page 61.
The order for configuring your multimedia devices depends on whether or not the administrator is
creating multimedia queues using the Unified Queue Group wizard. The Unified Queue Group wizard
enables rapid configuration of new multimedia queues linked with existing voice queues. If a contact
center does not intend to have their multimedia queues mirror voice queues, they can be added
manually. For detailed information on configuring individual Multimedia Contact Center devices, see
"Multimedia Contact Center device configuration" on page 41.
If you are creating your multimedia queues using the Unified Queue Group wizard, configure your
devices in the following order:
1. Create Workloads.
Workloads determine the number and type of media contacts that can be pushed to an agent
at any one time.
See "Configuring Workload" on page 63.
2. Upgrade employees.
Employees must be assigned the appropriate Multimedia Contact Center licensing,
Workloads, and the media types they can handle.
See "Adding multimedia capabilities to employees" on page 66.
3. Create Unified Queue Groups from the voice queues with the Unified Queue Group wizard to
represent the service groups in the organization.
See "Adding queue groups" on page 87.
4. Modify default Inbound, Response, and Inqueue workflows.
The default workflows included with Multimedia Contact Center require additional
configuration to customize them for your contact center.
See "Multimedia Contact Center default workflows" on page 212.
5. Configure agent groups for default Agent Group Presence.
See "Adding agent groups" on page 73.
40
Multimedia Contact Center device configuration
If you are not using the Unified Queue Group wizard to create your multimedia queues, configure
your devices in the following order:
1. Create Workloads.
See "Configuring Workload" on page 63.
2. Upgrade employees.
Employees must be assigned the appropriate Multimedia Contact Center licensing,
Workloads, and the media types they can handle.
See "Adding multimedia capabilities to employees" on page 66.
3. Configure agent groups and set default presence.
See "Adding agent groups" on page 73.
4. Create multimedia queues.
Multimedia queues can be created individually on a queue-by-queue basis or created as parts
of a Unified Queue Group.
See "Adding multimedia queues" on page 77.
See "Adding queue groups" on page 87.
5. Create Unified Queue Groups or queue groups to tie queues representing the same service
groups in the organization together.
See "Adding queue groups" on page 87.
6. Modify Inbound, Response, and Inqueue workflows.
The default workflows included with Multimedia Contact Center require additional
configuration to customize them for your contact center.
See "Multimedia Contact Center default workflows" on page 212.
MULTIMEDIA CONTACT CENTER DEVICE
CONFIGURATION
Devices in Multimedia Contact Center can be configured using three different methods:
l
l
l
Quick Setup—Quick Setup enables administrators to add ranges of employees with identical
settings. See the MiContact Center Installation and Administration Guide for the relevant
procedures.
.csv files—YourSite Explorer can add new devices by importing device setting information
using comma-separated value (.csv) files. See the MiContact Center Installation and
Administration Guide for the relevant procedures.
Manually—Devices can be added one-by-one without automated assistance or importing.
41
Multimedia Contact Center Installation and Deployment Guide
INTEGRATING MULTIMEDIA CONTACT CENTER WITH
MAIL SERVERS
NOTE: Email routing to blind-copied queues is not supported.
Multimedia Contact Center integrates with mail servers using SMTP and IMAP connections.
The following servers are considered to be supported infrastructures for Multimedia Contact Center
routing:
l
Exchange Server
l
Exchange Online (Office 365)
l
Google Apps for Business
l
IBM Domino
l
BlueHost
Verified versions for mail servers are described in the MiContact Center and Business Reporter
System Engineering Guide:
Multimedia Contact Center supports IMAP providers that use non-empty Namespace as mail
servers. For information on the general requirements for mail servers, see "Mail server requirements"
on page 48.
We recommend configuring a single mail server connection with outgoing and incoming connections.
On the mail server, administrators must first configure a master email account to receive the email
messages that Multimedia Contact Center copies. For these configuration procedures, please
consult the appropriate third-party documentation. See also the Knowledge Base article appropriate
to the server, listed below.
We recommend that, in addition to configuring a single, master email account to receive incoming
messages for Multimedia Contact Center to copy, administrators configure aliases or, in the case of
Exchange, distribution groups for the different multimedia service groups receiving ACD emails. For
Exchange Server users, we recommend that the master email account from which Multimedia
Contact Center copies emails is not the Domain Administrator account, due to Windows Security
restrictions. An inbound workflow should route emails from this master account to service groups in
the contact center, based on the ‘To’ addresses to which emails were sent. For example,
administrators can create a master email account called ‘MyCompany@domain.com’, and create
aliases or distribution groups for the contact center’s service groups.
NOTE: Using aliases or distribution groups ensures that emails sent to multiple addresses in the
contact center generate a single case number. If, instead of using aliases or distribution groups,
email addresses are associated to different mail servers, a single email sent to these addresses will
have different case numbers.
We recommend that the master account’s address is discrete from email aliases and distribution
groups, and is not associated to any queues. For information on configuring your mail server with an
email account and aliases or distribution groups, consult the following Mitel Knowledge Base article
appropriate to the server.
42
Integrating Multimedia Contact Center with mail servers
l
Exchange Server 2007 – http://micc.mitel.com/kb/KnowledgebaseArticle51973.aspx
l
Exchange Server 2010 – http://micc.mitel.com/kb/KnowledgebaseArticle51974.aspx
l
Exchange Server 2013 – http://micc.mitel.com/kb/KnowledgebaseArticle51975.aspx
l
Exchange Online – http://micc.mitel.com/kb/KnowledgebaseArticle51962.aspx
l
Google Apps for Business – http://micc.mitel.com/kb/KnowledgebaseArticle51960.aspx
l
IBM Domino – http://micc.mitel.com/kb/KnowledgebaseArticle52166.aspx
NOTE: For Exchange Server users, Multimedia Contact Center requires that the master account
has Send As permissions to the distribution groups. See "Specifying Send As permissions in Active
Directory" on page 47.
For information on configuring email workflows to route based on specific addresses, see "Default
Email Inbound workflow" on page 213 and "Routing contacts with the To activity" on page 205.
Once the contact center’s email client is connected to a supported server and an email account for
the contact center is created, administrators can configure the mail server’s outgoing and incoming
settings in YourSite Explorer.
NOTE: Mitel is not responsible for any folder size restrictions on mail servers. If there are file size
restrictions on your mail server, it is strongly recommended that the Processed folder created during
Multimedia Contact Center mail server configuration be exempted from those restrictions or else
routing functionality may be affected.
Note that, occasionally, mail servers incorrectly mark valid emails as spam. We recommend that
administrators periodically check their mail servers’ spam folder to avoid losing important contacts.
For information on migrating from one mail server to a new mail server, see the following Mitel
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52085.aspx.
The following procedures tell administrators how to
l
Add a mail server to Multimedia Contact Center
l
Configure SMTP connections to Multimedia Contact Center
l
Configure IMAP connections to Multimedia Contact Center
l
Delete a mail server from Multimedia Contact Center
NOTE: Integrating Multimedia Contact Center with mail servers requires SMTP and IMAP server
names and port information. Administrators must retrieve and enable this information before
configuring SMTP and IMAP connections to Multimedia Contact Center. See the Knowledge Base
article, listed above, appropriate to the server.
ADDING MAIL SERVERS
To add a mail server, in YourSite Explorer, click YourSite=>Mail servers=>Add.
After adding the mail server, you must configure SMTP and IMAP connections.
43
Multimedia Contact Center Installation and Deployment Guide
CONFIGURING SMTP CONNECTIONS TO MULTIMEDIA
CONTACT CENTER
The following configurations take place in Multimedia=>Mail servers=>Outgoing.
Configuring an SMTP connection enables Multimedia Contact Center to send outgoing mail through
a contact center’s email server. The following explains how to configure an SMTP connection
between Multimedia Contact Center and email servers. The outgoing settings you configure are
applied to any email your system sends, such as server alarms, reports, and outgoing email
contacts to customers.
For information on locating the required information from the contact center’s email server, consult
the following Mitel Knowledge Base article appropriate to the server.
l
Exchange Server 2007 – http://micc.mitel.com/kb/KnowledgebaseArticle51973.aspx
l
Exchange Server 2010 – http://micc.mitel.com/kb/KnowledgebaseArticle51974.aspx
l
Exchange Server 2013 – http://micc.mitel.com/kb/KnowledgebaseArticle51975.aspx
l
Exchange Online – http://micc.mitel.com/kb/KnowledgebaseArticle51962.aspx
l
Google Apps for Business – http://micc.mitel.com/kb/KnowledgebaseArticle51960.aspx
l
IBM Domino – http://micc.mitel.com/kb/KnowledgebaseArticle52166.aspx
Configuring an SMTP connection requires you to
l
l
Add the mail server to YourSite Explorer
If the mail server has not already been added, see "Adding mail servers" on page 43.
Specify the server information for outgoing emails
See the KB article appropriate to the media server, listed above
l
Specify the email account’s ‘From’ name and address
l
Specify the email account's aliases.
l
If required by the SMTP server, request logon credentials to send outgoing mail
l
Test the server’s SMTP socket connection to Multimedia Contact Center
NOTE: To test the connection, administrators must have an email address configured for
them in the Employees page. This email address receives notification of whether the test was
successful.
To specify the server information for outgoing emails
1. After SMTP Server, type the server’s IP address or name.
2. Select the Use SSL check box if the server uses Secure Sockets Layer.
3. After SMTP Port, type the server’s SMTP port number.
NOTE: Google Apps for Business' port 465 is not supported.
4. After Connection Timeout, type how many seconds the system has to connect to the server
before timing out.
44
Integrating Multimedia Contact Center with mail servers
To specify the email account’s ‘From’ name and address
1. After From Name, type the name that appears on outgoing mail.
For example, ‘XYZ Company Sales’.
2. After From Email Address, type the email address that appears on outgoing mail.
For example, ‘xyzsales@email.com’.
NOTE: This must be a valid email address. Add a queue email address that agents will select
as the ‘From’ address in email responses and outbound emails, if this queue is not configured
as an ‘Alias’ for the mail server.
To specify the email account's aliases.
1. After Aliases, click the Browse button.
NOTE:
l
l
Include all queue email addresses that agents will select as the ‘From’ address in email
responses and outbound emails, if these queues are not configured as the ‘From Email
Address’ for the mail server.
Failure to include all aliases will impact the ability of the Transfer activity to route
inbound emails to all queues when using the <<DestinationQueues>> variable. For
more information, see "Routing contacts with the Transfer activity" on page 207.
2. Type the mail server’s alias and click Add.
NOTE: An alias can only be associated to a single mail server.
3. If you want to associate additional aliases for the mail server, for each additional alias, type
the alias and click Add.
4. Click Ok
To request logon credentials to send outgoing mail
1. Select the SMTP Authentication Required check box.
2. Enter the Username, Password, and, in the case of Exchange, Domain information for the
server’s email account.
NOTE: If you use Google’s 2-step verification, enter the password specific to Multimedia
Contact Center.
3. Click Save.
To test the server’s SMTP socket connection to Multimedia Contact Center
l
Click Test Outgoing Mail. If an error message is received, verify that the Outgoing Server,
User, and Logon information is entered accurately. To troubleshoot, the default installation
location for verbose logs is C:\Users\<current
user>\Documents\CCMLogs\YourSiteExplorer.txt.
CONFIGURING IMAP CONNECTIONS TO MULTIMEDIA
CONTACT CENTER
The following configurations take place in Multimedia=>Mail servers=>Incoming.
IMAP connections enable Multimedia Contact Center to retrieve messages from a specified account
on a mail server and define the folder from which Multimedia Contact Center retrieves messages.
The following explains how to configure an IMAP connection between Multimedia Contact Center
and a mail server.
45
Multimedia Contact Center Installation and Deployment Guide
For information on locating the required information from the contact center’s email server, consult
the following Mitel Knowledge Base article appropriate to the server.
l
Exchange Server 2007 – http://micc.mitel.com/kb/KnowledgebaseArticle51973.aspx
l
Exchange Server 2010 – http://micc.mitel.com/kb/KnowledgebaseArticle51974.aspx
l
Exchange Server 2013 – http://micc.mitel.com/kb/KnowledgebaseArticle51975.aspx
l
Exchange Online – http://micc.mitel.com/kb/KnowledgebaseArticle51962.aspx
l
Google Apps for Business – http://micc.mitel.com/kb/KnowledgebaseArticle51960.aspx
l
IBM Domino – http://micc.mitel.com/kb/KnowledgebaseArticle52166.aspx
Configuring IMAP connections requires administrators to
l
Enable incoming server settings in YourSite Explorer
l
Specify the server information for incoming emails
l
Specify the email account’s username and password
l
Test the server’s IMAP connection to Multimedia Contact Center
NOTE:
l
l
If you have not added a mail server in YourSite Explorer or configured its SMTP settings, see
"Adding mail servers" on page 43, and "Configuring SMTP connections to Multimedia Contact
Center" on page 44.
If you are editing information for an existing server, select the media server and click the
‘Incoming’ tab.
To enable incoming server settings in YourSite Explorer
1. Select the mail server and click the Incoming tab.
2. Select the Enable Incoming Server Settings check box.
To specify the server information for incoming emails
1. Select the Use TLS check box if the server uses Transport Layer Security.
2. After Incoming Server, type the server’s IP address or name.
3. After Incoming Port, type the server’s IMAP port number.
4. After Connection Timeout, type how many seconds the system has to connect to the server
before timing out.
5. After Incoming Folder, specify the email account folder from which Multimedia Contact
Center retrieves email.
NOTE: If the system should retrieve email from the Inbox, leave this setting as the default. If
the system should retrieve email from a subfolder of the Inbox, specify the folder name.
Multimedia Contact Center can retrieve email from a single folder only. Ensure emails to
aliases and distribution groups are also routed to this folder.
46
Integrating Multimedia Contact Center with mail servers
To specify the email account’s username and password
NOTE: Specifying the email account’s username and password authenticates Multimedia Contact
Center to the mail server
1. Select the Same as Outgoing Server check box if the email account logon information is
shared between the SMTP and incoming server.
2. If the logon information for the email account is discrete, enter the Username, Password, and
Domain information required to receive mail.
3. Click Save.
To test the server’s IMAP connection to Multimedia Contact Center
l
Click Test Incoming Connection. If an error message is received, verify that the Incoming
Server and Logon information is entered accurately. To troubleshoot, the default installation
location for verbose logs is C:\Users\<current user>\Documents\CCMLogs\YourSite
Explorer.txt.
DELETING MAIL SERVERS
CAUTION: Deleting a mail server prevents emails dependent on the server from routing, including
l
Multimedia Contact Center email routing
l
Report distribution
l
Error reporting
Before deleting the mail server, we recommend first disassociating it from the email media server
several days in advance. This allows pending emails to clear the system before the mail server is
deleted. See "Disassociating mail servers from email media servers" on page 57 for more
information.
To delete a mail server
1. Click YourSite=>Mail servers.
2. Select the mail server and click Delete.
3. When prompted, click OK.
4. Click Save.
SPECIFYING SEND AS PERMISSIONS IN ACTIVE DIRECTORY
For Exchange Server users, the master account from which Multimedia Contact Center retrieves
emails requires Send As permissions for the applicable distribution groups.
Before specifying Send As permissions, ensure that
l
A master account has been created in Exchange. This is the account from which Multimedia
Contact Center will retrieve emails
l
SMTP and IMAP connections to Multimedia Contact Center are configured
l
Distribution groups are created for the contact center’s service groups
47
Multimedia Contact Center Installation and Deployment Guide
To specify Send As permissions in Exchange
1. In Windows, open Active Directory and select Users and Computers.
2. Right-click the distribution group and select Properties.
3. Select the Security tab and click Add.
NOTE: If the Security tab does not display, go to View and select Advanced features.
4. Add the master account created in Exchange.
5. Under Permissions, after Send As, select the Allow check box.
6. Click Apply and then OK.
7. Repeat these steps for all applicable distribution groups.
SPECIFYING SEND AS PERMISSION USING POWERSHELL
For Exchange Online users, the master account from which Multimedia Contact Center retrieves
emails requires Send As permission for the applicable distribution groups.
Before specifying Send As permissions, ensure that
l
A master account has been created in Exchange Online. This is the account from which
Multimedia Contact Center will retrieve emails.
l
SMTP and IMAP connections to Multimedia Contact Center are configured.
l
Distribution groups are created for the contact center’s service groups.
To specify Send As permission for a distribution group using PowerShell
1. In Windows, open PowerShell.
2. To create the PowerShell connection to the remote Exchange Online, run the following
credentials:
$LiveCred = Get-Credential
$Session = New-PSSession -ConfigurationName Microsoft.Exchange - ConnectionUri
https://ps.outlook.com/powershell/ -Credential $LiveCred -AuthenticationBasic AllowRedirection
Import-PSSession $Session
3. Enter the credentials for the Exchange Online administrator.
4. To add the Send As permission to the list
Add-RecipientPermission -Identity distributiongroup@example.com -Trustee
mailbox@example.com -AccessRights SendAs
NOTE: Identify corresponds to the distribution group. Trustee corresponds to the mailbox.
5. Repeat Step 3 for each distribution group.
MAIL SERVER REQUIREMENTS
Contact centers using mail servers other than Exchange Server, Exchange Online, or Google Apps
for Business must confirm that
48
l
The mail server supports IMAP version 4
l
The mail server can maintain a reliable connection to the Enterprise Server
Integrating Multimedia Contact Center with an SMS Gateway Provider
In addition, we recommend that
l
The mail account from which Multimedia Contact Center retrieves emails supports aliases.
NOTE: To simplify deployment, we recommend administrators configure a single email
account from which Multimedia Contact Center retrieves contacts, and configure additional
email addresses as aliases to this account. For more information, see "Integrating Multimedia
Contact Center with mail servers" on page 42.
Multimedia Contact Center supports non-empty Namespace IMAP providers. For information on
configuring a mail server, other than Exchange Online, Google Apps for Business, or Exchange
Server, consult the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle51977.aspx.
For a list of supported Exchange versions, see the MiContact Center and Business Reporter
System Engineering Guide.
INTEGRATING MULTIMEDIA CONTACT CENTER WITH
AN SMS GATEWAY PROVIDER
Multimedia Contact Center integrates with the third party SMS gateway provider Twilio to support
SMS routing. With Twilio, Multimedia Contact Center supports long codes (60 SMS messages per
minute per mobile number). Short codes are unsupported. MiContact Center does not support
Multimedia Messaging Service (MMS). You must have an account with Twilio to handle SMS
messages with Multimedia Contact Center.
To ensure SMS contacts route to the Enterprise Server, for each SMS number associated to your
Twilio account, you must set the Request URL to the following:
http://twimlets.com/echo?Twiml=%3CResponse%3E%3C%2FResponse%3E&. Consult your
SMS gateway service provider documentation for information on configuring your account.
SMS gateway provider SMS phone numbers are added to Multimedia Contact Center as a part of
configuring SMS media servers. Multiple SMS numbers from an SMS gateway service provider can
be added to your SMS media server. When adding Twilio SMS phone numbers to your SMS media
server, you require, in addition to the SMS phone number, the Twilio Account SID and the Account
Authentication Token. For more information, see "Adding SMS to Multimedia Contact Center" on
page 61.
A single SMS number can be used with multiple queues, provided the SMS Inbound workflow is
modified to route SMS messages through a method other than by the <<DestinationQueues>>
variable, such as with an Ask activity. For more information on the default SMS workflow, see
"Default SMS Inbound workflow" on page 220.
ADDING MEDIA TYPES TO MULTIMEDIA CONTACT
CENTER
Adding media types to Multimedia Contact Center applies Inbound, Inqueue, and Response routing
rules to email, chat, and SMS contacts, directing them to the agents best suited to respond.
49
Multimedia Contact Center Installation and Deployment Guide
Administrators add media types to Multimedia Contact Center by adding and configuring media
servers in YourSite Explorer. Media servers are accessed via the Multimedia tab. Multimedia
Contact Center supports one media server for each type of multimedia. When a multimedia media
server is added to YourSite Explorer, that media type becomes unavailable in the Add drop-down list
in the Media Server tab. If you want to add a new media server of that type, you must either delete
the current media server of that type or make it historical.
NOTE: When adding media servers, administrators must indicate if the contact center operates over
midnight. If not, reporting over midnight may not be accurate, and agent shifts are closed after the
last agent events before midnight. For more information, see "Extending reporting and agent shifts
over midnight" on page 52.
For information on configuring specific media types see
l
"Adding email to Multimedia Contact Center" on page 56.
l
"Adding chat to Multimedia Contact Center" on page 58.
l
"Adding SMS to Multimedia Contact Center" on page 61.
For information on configuration options shared among media types, see
l
"Deleting multimedia media servers" on page 50
l
"Applying inbound routing rules to contacts" on page 50.
l
"Configuring Advanced options for media servers" on page 52.
l
"Extending reporting and agent shifts over midnight" on page 52.
l
"Specifying when Make Busy and Do Not Disturb timers begin" on page 53.
l
"Configuring Reply templates for email, chat, and SMS" on page 53.
l
"Enabling Conversation Detail reporting" on page 55.
l
"Configuring Reply templates for email, chat, and SMS" on page 53
DELETING MULTIMEDIA MEDIA SERVERS
When an administrator deletes a multimedia media server, all data associated with the media server
and all devices configured and associated to that media server are deleted. Employee agent IDs for
that media type are deleted and removed from their agent groups. Queues are deleted and removed
from their associated queue groups. Multimedia workflows are not deleted but Inbound and
Response workflows are disassociated from the deleted media server and Inqueue workflows are
disassociated from the deleted queues.
To delete a multimedia media server
1. Click Multimedia=>Media servers.
2. Select the media server you want to delete and click Delete.
3. Click OK.
APPLYING INBOUND ROUTING RULES TO CONTACTS
Adding media requires administrators to apply routing rules to inbound contacts retrieved from media
servers. The Inbound Routing tab enables administrators to view and modify the workflows and
activities defining inbound routing rules.
50
Adding media types to Multimedia Contact Center
New media servers are associated to the appropriate default workflows. For example, when an
administrator adds an email media server, the system automatically associates the Default Email
Inbound workflow to it. Administrators can customize these default workflows to suit the contact
center’s needs. The workflow displaying on a media server's Inbound Routing tab is associated to
that media server.
For more information on working with visual workflows and applying routing rules to contacts, see
l
"Multimedia routing using visual workflows" on page 156.
l
"Multimedia Contact Center default workflows" on page 212.
APPLYING RESPONSE ROUTING RULES TO CONTACTS
Response routing determines how the system handles completed contacts. For example, chat
response workflows can mail conversation transcripts to customers, post-chat. Email response
workflows can send customers surveys after email exchanges or supervisors copies of agent email
responses. SMS response workflows can store the transcript of an SMS conversation and the
handling agent in a CRM database.
Response routing is configured via Response workflows, located on the Response Routing tab of
the media server.
New chat media servers are associated to a default Response workflow. Administrators can
customize this workflow to suit the contact center’s needs. For more information on the Default Chat
Response workflow, see "Default Chat Response workflow" on page 219.
Default Response workflows are not provided for email or SMS media servers. Administrators must
create these workflows.
NOTE:
l
l
l
Variables in Response workflows/subroutines are based on the agent’s reply, not the
customer’s original contact. For example, in Inbound and Inqueue workflows/subroutines the
<<From>> variable populates with the customer’s sending address. The <<To>> variable
populates with the queue’s address. In Response workflows/subroutines, the <<From>>
variable populates with the queue’s address and the <<To>> variable populates with the
customer’s address.
Email response workflows execute every time an email response is sent in Ignite.
Email content inserted via the <<Body>> variable in the Email activity is limited to 2MB. After
2 MB, content inserted via the <<Body>> variable is truncated.
For more information on working with visual workflows and applying routing rules to contacts, see
l
"Multimedia routing using visual workflows" on page 156.
l
"Multimedia Contact Center default workflows" on page 212.
51
Multimedia Contact Center Installation and Deployment Guide
CONFIGURING ADVANCED OPTIONS FOR MEDIA SERVERS
NOTE: For information on configuring advanced options specific to email, chat, or SMS media
servers, see "Configuring Advanced options for email media servers" on page 57, "Configuring
Advanced options for chat media servers" on page 60, and "Configuring Advanced options for SMS
media servers" on page 63
Configuring Advanced media server options enables administrators to
l
Disable alarm reporting for the media server
l
Configure intervals for generating queue statistics (for real-time purposes)
l
Enable or disable previews of contacts
The following configurations take place in Multimedia=>Media servers.
To disable alarm reporting for the media server
1. Select the media server and click the Advanced tab.
2. Deselect Enabled for alarms.
3. Click Save.
To configure intervals for generating queue statistics
NOTE: This option determines, for real-time purposes, how frequently the system generates a queue
statistics record.
1. Select the media server and click the Advanced tab.
2. To generate a new queue statistics record as statistics change, select Report on Change.
3. To generate a new queue statistics record every minute, select Report Every 60 Seconds.
4. Click Save.
To enable or disable previews of contacts
NOTE: The option enables administrators to control whether agents can preview contacts that are in
queue or ringing in the Inbox.
1. Select the media server and click the Advanced tab.
2. To enable agents to preview messages, select Allow agent preview.
3. Click Save.
EXTENDING REPORTING AND AGENT SHIFTS OVER
MIDNIGHT
Administrators at contact centers operating over midnight should select ‘This enterprise operates 24
hours a day’ for the media server. This option provides more accurate reporting over midnight and
determines when and how agent shifts are opened and closed after midnight.
If this option is selected, the system automatically closes and re-opens agent shifts at midnight. All
agents remain logged into the system. Agent shift reporting is uninterrupted over this period.
52
Adding media types to Multimedia Contact Center
If this option is not selected, the system closes agent shifts after the last agent event before
midnight. The system re-opens agent shifts after the first agent event after midnight. All agents
remain logged into the system. Agent shift reporting is not extended between the time agent shifts
close and the time they re-open.
NOTE: Contact centers operating over midnight and rebooting their servers overnight should consult
the following Mitel Knowledge Base article, to enable agents to retain their states post-reboot:
http://micc.mitel.com/kb/KnowledgebaseArticle52046.aspx
To extend reporting and agent shifts over midnight
1. Select Multimedia=>Media servers.
2. Select the media server and click the Data Summary Options tab.
3. Select This enterprise operates 24 hours a day.
4. Click Save.
SPECIFYING WHEN MAKE BUSY AND DO NOT DISTURB
TIMERS BEGIN
Agents can enter Make Busy (MKB) or Do Not Disturb (DND) while handling contacts to ensure that,
once they are finished, they are not offered another message. By default, the real-time MKB and
DND timers begin after the message is handled and agents do not appear in MKB or DND until this
time. This enables agents to take scheduled breaks while remaining in adherence.
Administrators can set the MKB and DND timers to begin as soon as the agent enters MKB or DND.
To specify when the MKB and DND timer begins
1. Select Multimedia=>Media servers.
2. Select the media server and click the Data Summary Options tab.
3. To start MKB and DND when the agent ends the contact, select Reset Make Busy and Do
Not Disturb time after conversation ends.
4. To start MKB and DND duration when the agent enters either state, deselect Reset Make
Busy and Do Not Disturb time after conversation ends.
CONFIGURING REPLY TEMPLATES FOR EMAIL, CHAT, AND
SMS
Administrators can configure templates to be applied to email, chat, and SMS responses. Reply
templates enable efficient and uniform responses to common questions and requests.
Email templates must be in .msg or .txt format, and .msg email templates may contain images. Do
not copy content containing images in .msg files directly from Outlook. Save this content as .msg
files in the Reply Templates folder and leverage from there. Chat and SMS templates must be in .txt
format. Chat and SMS share templates.
Administrators store templates in either the default template folder created during installation, or in a
folder on a network share. A network share is required if agents are permitted to create and modify
templates and therefore must access them.
53
Multimedia Contact Center Installation and Deployment Guide
The default Reply Templates folder is located at <installation drive>:\<installation
folder>\CCM\Templates\ReplyTemplates. The folder contains samples illustrating reply template
formatting. If administrators house the templates on a network share, we recommend creating a
folder structure to organize templates by media type and area of business.
Administrators must ensure media servers are pointed to the Reply Templates folder so that agents
can apply templates in Ignite. By default, the server points to the default Reply Templates folder. To
point the media server to a folder on a network share, complete the following procedure.
NOTE: Template files on UNC shares must have 'Everyone' and/or 'Users' permission(s) enabled
for administrators to set the appropriate file path in YourSite Explorer.
If templates are housed on a network share, you must perform the following:
l
Configure identity settings for the CCMWa and MCCWa web applications
l
Configure security permissions for CCMWa and MCCWa
l
Point the media server to a network share folder
To configure identity settings for the CCMWa and MCCWa web applications
1. On the Enterprise Server, navigate to Internet Information Services (IIS) Manager.
2. Under Connections, select Application Pools.
3. Right-click CCMWa and select Advanced Settings….
4. Under Process Model, for Identity click the … button.
5. Select Custom account: and click Set….
6. On the Set Credentials window, enter the Windows credentials for the identity under which
the MiContact Center Configuration Manager service runs and click OK.
NOTE:
l
You can retrieve this identity by navigating to Windows' Services list.
l
Domain names must be included in the username. E.g. Domain\Username
7. Click OK.
8. In the Advanced Settings window, under Process Model, set the value for Load User
Profile to True.
9. Click OK.
10. Repeat the above steps for MCCWa.
To configure security permissions for CCMWa and MCCWa
1. On the Enterprise Server, navigate to Internet Information Services (IIS) Manager.
2. Under Connections, expand Sites=>Default Web Site.
3. Right-click CCMWa and select Edit Permissions....
4. Click the Security tab and, for Users, set 'Allow' for the following permissions only:
l
Read & execute
l
List folder contents
l
Read
5. Repeat the above steps for MCCWa.
54
Adding media types to Multimedia Contact Center
To point the media server to a network share folder
1. Click YourSite=>Media servers, and select the Advanced tab.
2. Under Reply template, click the Browse button.
Alternatively, enter the path in the Location field and click the Browse button. This redirects
the Browse dialog to the specified path.
3. Navigate to the network folder housing the templates and click OK. Alternatively, type the
network share folder path in the Location field.
NOTE:
l
l
Only network share folder paths are supported. For example, the folder path should look
like \\ServerName\SharedFolderName. Standard paths are not supported.
To point the server back towards the default folder, delete the network share path.
4. Click Save.
ENABLING CONVERSATION DETAIL REPORTING
NOTE:
l
l
Conversation Detail reporting is available for email, chat, and SMS only. Multimedia Trace
reports provide commensurate data on voice, email, chat, and SMS.
After enabling Conversation Detail reporting, data must be summarized for the applicable date
ranges.
Conversation Detail reports illustrate, by device, how contacts transition through your system and
provide a high-level view of how customer contacts were handled. For more information on
Conversation Detail reporting, see the reports guide appropriate to your MiContact Center licensing
level.
To populate Conversation Detail reports with data, you must enable Conversation Detail reporting for
the media server.
To enable Conversation Detail reporting
1. Select Multimedia=>Media servers.
2. Select the media server and click the Data Summary Options tab.
3. Select Conversation detail reporting.
4. Click Save.
55
Multimedia Contact Center Installation and Deployment Guide
ADDING EMAIL TO MULTIMEDIA CONTACT CENTER
Adding email enables Multimedia Contact Center to retrieve a contact center’s email from an email
server and route contacts to the appropriate queues and agents. To see supported mail servers and
mail server requirements, see "Integrating Multimedia Contact Center with mail servers" on page 42
and "Mail server requirements" on page 48.
Administrators can add only a single email media server to YourSite Explorer. Before deleting an
existing media server, see "Deleting multimedia media servers" on page 50 for important
information.
NOTE: Administrators must configure SMTP and IMAP connections to Multimedia Contact Center
before adding email. See the appropriate sections of this guide for relevant information and
procedures.
To add email to Multimedia Contact Center, administrators must
l
Add an email media server to YourSite Explorer
l
Specify the media server's name and site
l
Apply inbound routing rules to contacts retrieved from the email server
l
Associate mail servers to the email media server, to begin routing
See below for the corresponding procedures. To disassociate mail servers from the email media
server, see "Disassociating mail servers from email media servers" on page 57.
Optionally, administrators can
l
l
l
Create Response workflows
See "Applying response routing rules to contacts" on page 51.
Specify Data Summary Options, such as indicating that the contact center operates 24 hours
a day
See "Extending reporting and agent shifts over midnight" on page 52.
Specify advanced configuration options for handling email, such as customizing case and
ticket number information in email subject lines
See "Configuring Advanced options for email media servers" on page 57.
To add an email media server to YourSite Explorer
l
Click the Multimedia tab and select Media servers=>Add=>Email.
To specify the media server’s name and site
1. Select the email media server and click the General tab.
2. Type a Name to identify the server for management and reporting purposes.
NOTE: The Media Server ID field is populated with a unique number after the media server is
saved.
3. After Site, click the Browse button and select the media server’s location.
To add a new site, see "Adding sites" on page 38.
4. Click Save.
To apply inbound routing rules to contacts retrieved from the email server
l
56
See "Applying inbound routing rules to contacts" on page 50.
Adding email to Multimedia Contact Center
To associate mail servers to the email media server
1. On the General tab, after Mail Server(s), click the Browse button.
2. Select any email accounts to associate to Multimedia Contact Center and click OK.
NOTE: All outgoing email is sent through these accounts, and the system retrieves emails
from the accounts' associated Inboxes.
3. Click Save.
CONFIGURING ADVANCED OPTIONS FOR EMAIL MEDIA
SERVERS
Configuring Advanced chat options enables administrators to
l
l
Customize case and ticket number information in email subject lines
NOTE: Using aliases or distribution groups ensures that an email sent to two contact center
addresses will share the same case number. A single email sent to addresses on different
mail servers will generate different case numbers. For more information, see "Integrating
Multimedia Contact Center with mail servers" on page 42.
Remove case and ticket numbers from email subject lines
The following configurations take place in Multimedia=>Media servers.
To customize case and ticket number information in email subject lines
NOTE:
l
l
This option must be enabled for preferred agent routing to function. See "Routing contacts
with the Offer to Preferred Agent activity" on page 192.
This option must be enabled to search contact history by case in Ignite.
1. Select the media server and click the Advanced tab.
2. Deselect Disable auto case and ticket number generation.
3. After Case Prefix:, specify the prefix identifying case numbers.
4. After Ticket Prefix:, specify the prefix identifying ticket numbers.
5. Click Save.
To remove case and ticket numbers from email subject lines
1. Select the media server and click the Advanced tab.
2. Select Disable auto case and ticket number generation.
3. Click Save.
DISASSOCIATING MAIL SERVERS FROM EMAIL MEDIA
SERVERS
If administrators intend to delete a mail server, we recommend first disassociating it from the email
media server several days in advance. This allows pending emails to clear the system, before the
mail server is deleted.
57
Multimedia Contact Center Installation and Deployment Guide
To disassociate a mail server from an email media server
1. Click YourSite=>Media servers and select the email media server.
2. On the General tab, after Mail Server(s), click the Browse button.
3. Select the check boxes beside the mail servers to be disassociated from the email media
server.
4. Click OK.
5. Click Save.
ADDING CHAT TO MULTIMEDIA CONTACT CENTER
Adding chat enables Multimedia Contact Center to route chat sessions to the appropriate queues
and agents. The chat media server resides as a service within the CCMWa web application, which
is used to manage chat sessions and is automatically installed on the Enterprise Server at
http://<Enterprise Server>/CCMWa (visible in a chat server’s ‘Internal URL for chat root’ field).
To offer chat, the chat media server requires that a reverse proxy be set up to offer CCMWa from the
Enterprise Server to the contact center’s web server. A chat media server can be added and
configured and be tested internally without a reverse proxy by using the Internal URL for chat root as
the External URL for chat root, but it will not be available for a contact center’s customers. For
information on offering chat, setting up reverse proxies, and configuring chat request and chat
session settings, see "Enabling chat" on page 101. For information on setting up CCMWa with a
reverse proxy, see "Publishing Chat and Contact Us to the Internet using reverse proxies" on page
100.
CCMWa is made available from the Enterprise Server to the contact center’s web server through a
reverse proxy. Before adding the chat media server to Multimedia Contact Center, you must have
first set up the reverse proxy for http://<enterprise server>/CCMWa. This external-facing URL must
be entered in the ‘External URL for chat root’ field, which validates the URL and confirms that the
reverse proxy has been applied correctly. Valid URLs are confirmed with a green checkmark icon.
Invalid URLs are indicated with a red X icon. URLs that the system cannot confirm are marked with
a question mark icon.
To add chat to Multimedia Contact Center, administrators must
l
l
l
l
58
Add a chat media server
Specify information for the chat media server, including name, site, URL, and auto response
username
Modify the Default Inbound Chat workflows
See "Applying inbound routing rules to contacts" on page 50.
Modify the Default Response routing rules to Chat
See "Applying response routing rules to contacts" on page 51.
Adding chat to Multimedia Contact Center
Optionally, administrators can
l
l
l
Make the chat media server historical
Specify Data Summary options
See "Extending reporting and agent shifts over midnight" on page 52 and "Specifying when
Make Busy and Do Not Disturb timers begin" on page 53.
Specify advanced configuration options for chat servers, such as enabling alarms and
configuring reporting intervals for queues
See "Configuring Advanced options for chat media servers" on page 60.
To add a chat media server
l
Click the Multimedia tab and select Media servers=>Add=>Chat.
NOTE: Default Inbound and Response Chat workflows are assigned to the server. Modify
these workflows to specify routing rules for the contact center. See "Default Chat Inbound
workflow" on page 217 and "Default Chat Response workflow" on page 219.
To specify the chat media server’s name, site, external URL for chat root, Auto Response
Username, and configure default workflow email activities
1. After Name, type the name of the media server.
NOTE: To distinguish between the various types of media for management and reporting
purposes, you must give each media server a unique name when setting up your site.
2. After Site, click the Browse button to select the site where the chat server resides.
To add a site, see "Adding sites" on page 38.
3. Enter the External URL for chat root.
The External URL for chat root is the URL used with the reverse proxy to make chat externally
available. Valid URLs are confirmed with a green checkmark icon. Invalid URLs are indicated
with a red X icon. URLs that the system cannot confirm are marked with a question mark icon.
NOTE: The Invalid URL icon may display until a complete and valid URL is entered.
4. After Auto Response Username, enter the name to be used for sending automated
messages to contacts.
5. Click the Inbound Routing tab and add an SMTP and To: email address destination for all
email activities in the workflow.
See "Sending emails with the Email activity" on page 179.
6. Click the Response Routing tab.
7. Right-click the Email activity and select Edit SMTP server.
8. Select a mail server and click OK.
9. Click Save.
To make a chat server historical
1. Select a Chat media server and click the General tab.
2. Click Make historical.
3. Click Save.
59
Multimedia Contact Center Installation and Deployment Guide
CONFIGURING ADVANCED OPTIONS FOR CHAT MEDIA
SERVERS
Configuring Advanced chat options enables administrators to
l
l
l
Choose to use employees’ nicknames in chat conversations
NOTE: By default, employees are identified by their first name (as configured in the Employee
device page in YourSite Explorer) in chat sessions. If employees have nicknames associated
with them in their Employees entry, these can be used instead.
Set the amount of time a closed chat session can remain idle before being terminated
NOTE: If customers accidentally exit the browser or close the chat window, this configuration
determines how long they have to return to the live chat session. Customers can re-access
the session by returning to the business site and re-entering the chat request.
Change the reply template location from the default
For more information on reply templates, see "Configuring Reply templates for email, chat,
and SMS" on page 53.
The following configuration takes place in Multimedia=>Media servers.
To use employee nicknames in chat conversation public interactions
1. Select the chat media server and click the Advanced tab.
2. Select the Use agent nickname for public interaction check box.
Employee nicknames are configured in Multimedia=>Employees in the Profile tab.
3. Click Save.
To configure how long closed chat sessions remain idle before being terminated
NOTE: If customers accidentally exit the browser or close the chat window, this configuration
determines how long they have to return to the live chat session. Customers can re-access the
session by returning to the business site and re-entering the chat request
1. Select the chat media server and click the Advanced tab.
2. After Terminate closed chat sessions that are idle for longer than the specified
minutes, set the number of minutes.
3. Click Save.
To change the location of the reply templates
1. Select the chat media server and click the Advanced tab.
2. After Location, click the Browse button.
3. Select the folder and click OK.
NOTE: The reply template folder must be located on a UNC (Universal Naming Convention)
path, also known as a shared network path.
60
Adding SMS to Multimedia Contact Center
ADDING SMS TO MULTIMEDIA CONTACT CENTER
Adding SMS enables Multimedia Contact Center to route SMS contacts to a contact center’s SMS
numbers to the appropriate queues and agents. The SMS media server integrates with a third-party
SMS gateway service provider to enable SMS conversations
Administrators may add only a single SMS media server to YourSite Explorer. Before deleting an
existing media server, see "Deleting multimedia media servers" on page 50 for important
information.
Optionally, SMS handling for agents in Ignite can be modified through editing JavaScript files. See
"Configuring the agent and supervisor configuration JavaScript files" on page 122.
NOTE: SMS media servers require a Twilio account. For more information, see "Integrating
Multimedia Contact Center with an SMS Gateway Provider" on page 49.
To add SMS to Multimedia Contact Center, administrators must
l
l
l
Add an SMS media server to YourSite Explorer
See the procedures below.
Specify the media server’s connection to an SMS gateway services provider
See the procedures below.
Apply inbound routing rules to contacts retrieved from the email server.
See “"Applying inbound routing rules to contacts" on page 50.
Optionally, administrators can
l
l
l
Create Response workflows
See "Applying response routing rules to contacts" on page 51.
Specify advanced configuration options for handling SMS, such as enabling alarms and
configuring reporting intervals for queues.
See "Configuring Advanced options for media servers" on page 52 and see "Configuring
Advanced options for SMS media servers" on page 63.
Specify Data Summary options, such as indicating that the contact center operates 24 hours
a day.
See "Extending reporting and agent shifts over midnight" on page 52,"Specifying when Make
Busy and Do Not Disturb timers begin" on page 53, and "Enabling Conversation Detail
reporting" on page 55.
The following procedures explain how to
l
Add an SMS media server
l
Specify information for an SMS media server
l
Add an SMS Provider
l
Modify an SMS Provider
l
Remove an SMS Provider
l
Make an SMS media server historical
The following configuration takes place in Multimedia=>Media servers.
61
Multimedia Contact Center Installation and Deployment Guide
To add an SMS media server
l
Click Add=>SMS.
NOTE: Default Inbound are assigned to the server. Modify these workflows to specify routing
rules for the contact center. See "Default SMS Inbound workflow" on page 220.
To specify information for an SMS media server
1. Type the Name of the media server.
NOTE: The media server ID field is populated with a unique number after the media server is
saved.
2. After Site, click the Browse button to select the site where the SMS server resides.
3. Click Save.
To add an SMS Provider
1. In the General tab, after SMS Provider, click the Browse icon.
2. Click Add.
3. Enter a Name for the SMS Provider.
4. Enter the PhoneNumber (including country code) for the Twilio SMS phone number.
NOTE: You must include country and area code
5. If this SMS number handles inbound SMS contacts, set Retrieve incoming SMS messages
to True.
6. If this SMS number only sends outbound SMS messages, set Retrieve incoming SMS
messages to False.
7. Enter your Twilio AccountSid.
8. Enter your Twilio Authentication Token,
9. After Days to Search, set how many days back Twilio will check for new SMS contacts.
The recommended default is 3.
10. After Messages/page, set how many pages of messages MiContact Center downloads when
checking for new messages.
The recommended default is 25.
11. Click Save.
12. Repeat steps 2-11 for each additional SMS Provider you want to add to your SMS media
server.
13. For each SMS Provider that you are adding, confirm that its checkbox is selected.
14. Click OK.
15. Click Save.
To modify an SMS Provider
1. In the General tab, after SMS Provider, click the Browse icon.
2. Select the SMS Provider and click Edit.
3. Modify the settings.
4. Click Save.
5. Click OK.
6. Click Save.
62
Configuring Workload
To remove an SMS Provider
1. In the General tab, after SMS Provider, click the Browse button.
2. Clear the checkbox beside the SMS Provider.
3. Click OK.
4. Click Save.
To make an SMS media server historical
1. Select an SMS media server and click the General tab.
2. Click Make historical.
3. Click Save.
CONFIGURING ADVANCED OPTIONS FOR SMS MEDIA
SERVERS
Configuring Advanced SMS options enables administrators to
l
l
Set the amount of time an SMS session can remain idle before being terminated.
NOTE: This configuration determines how long a customer or agent cannot participate in an
SMS session before the system ends the SMS session. Customers can continue their SMS
contacts with an agent by sending a new SMS contact to the contact center.
Change the reply template location from the default
For more information on reply templates, see "Configuring Reply templates for email, chat,
and SMS" on page 53.
The following configuration takes place in Multimedia=>Media servers.
To set the amount of time an SMS session can remain idle before being terminated
1. Select the SMS media server and click the Advanced tab.
2. After Terminate SMS sessions idle for longer than the specified minutes, set the
amount of time an SMS session can remain idle.
3. Click Save.
To change the location of the reply templates
1. Select the SMS media server and click the Advanced tab.
2. After Location, click the Browse button.
3. Select the folder and click OK.
NOTE: The reply template folder must be located on a UNC (Universal Naming Convention)
path, also known as a shared network path
4. Click Save.
CONFIGURING WORKLOAD
Employees handling multimedia contacts must be associated with a Workload. Workloads
determine the number and type of media contacts that can be pushed to an agent at any one time.
When employees become licensed for Multimedia Contact Center, they are automatically assigned
the default Workload, which allows concurrent handling of 1 contact from each media type.
63
Multimedia Contact Center Installation and Deployment Guide
When an employee reaches their maximum Workload for a media type, their agent is put into Make
Busy with the Overloaded reason code. When an employee is Overloaded, the employee will not be
offered inbound contacts for that media type. This state is automatically removed when they are no
longer at their maximum Workload. Employees in Ignite who have reached their maximum
concurrent contacts in one type of media are still able to pick contacts from the corresponding
media’s queues and receive transfers from other agents.
A default Workload is provided with Multimedia Contact Center. The default Workload can be
modified, but not deleted. Figure 1 shows the default Workload.
Figure 1: Default Workload
64
Configuring Workload
Administrators can create Workloads and assign them to employees as necessary. There are two
areas of configuration required for Workloads for each media type:
l
l
Concurrent contacts: This column of drop-down menus allows an administrator to set how
many contacts of each type of media an employee can handle concurrently.
Avoid routing to this media type when current media type is active: This matrix enables
administrators to prevent certain media types from being offered to employees when they are
handling a higher priority of media. When an employee is handling a media that filters another
kind of media, the employee’s agents for the blocked media are set into Make Busy. The
disallowing of media is reciprocal, so that if Chat is disabled when handling Voice, then Voice
would be disabled when handling Chat.
NOTE:
l
l
Agents can still pick and receive transferred contacts of the disallowed media type.
If you do not want agents to receive multiple ringing contacts of different media types,
configure this option
The following configuration takes place in Multimedia=>WorkLoad.
The following procedures explain how to:
l
Create a new Workload
l
Modify an existing Workload
l
Delete a Workload
NOTE: We recommend disassociating a Workload from all employees before deleting it.
To create a new Workload
1. Click Add.
2. Type a Name for the Workload.
3. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice calls.
4. For each media type, under Concurrent contacts, select the maximum number of
connections of that media type that can be handled concurrently.
5. For each media type, click the icons of the media you do not want employees to concurrently
handle when handling that type of media.
6. Click Save.
To modify an existing Workload
1. Select a Workload
2. When you are done modifying the Workload, click Save.
To delete a Workload
1. Select a Workload and click Delete.
2. Click OK.
65
Multimedia Contact Center Installation and Deployment Guide
ADDING MULTIMEDIA CAPABILITIES TO EMPLOYEES
Contact center employees handing multimedia must be licensed for Multimedia Contact Center.
Administrators can add multimedia capabilities to employees on an employee-by-employee basis, or
they can select a number of existing employees and add multimedia capabilities to multiple
employees at the same time.
For more information on employee licensing or for instructions on creating new employees in
YourSite Explorer, consult the MiContact Center Installation and Administration Guide.
The following sections explain
l
Licensing requirements for employee multimedia capabilities
l
How to configure Multimedia Contact Center employee licensing
l
How to assign employee Workload
l
How to manage the media types an employee can handle
LICENSING REQUIREMENTS FOR EMPLOYEE MULTIMEDIA
CAPABILITIES
Employees consume a Multimedia Agent license when they are enabled to handle email, chat, or
SMS. Employees handling multiple multimedia types do not consume additional Multimedia Agent
licenses. Removing an employee’s ability to handle multimedia unlicenses the employee. For
information on enabling employees to handle multimedia types, see "Managing the media types an
employee can handle" on page 66.
Employees licensed as Advanced supervisors or System Administrators may search Ignite’s entire
repository. This includes Ignite's In Progress folder (DESKTOP), which enables supervisors to see
contacts currently in agent Inboxes. This search capability does not require Multimedia Contact
Center licensing. However, to view and search contacts in queue using Ignite, employees must
have a Multimedia Contact Center license and multimedia agents assigned to the queue.
MANAGING THE MEDIA TYPES AN EMPLOYEE CAN HANDLE
Employees handle media through their associated agents. The General tab of an employee contains
buttons representing each media type that has a configured media server. When a button is
selected, an agent of that media type is automatically created and associated to the employee.
Table 2 contains an explanation of which buttons correspond to which media type.
66
Adding multimedia capabilities to employees
Table 2: Media buttons
MEDIA TYPE
MEDIA BUTTON
Voice
Chat
Email
SMS
NOTE: Employees must be licensed to handle non-voice media. See "Licensing requirements for
employee multimedia capabilities" on page 66.
When you remove the employee's ability to handle non-voice media, the employee's agents are
made historical. Historical agents are disabled for real-time monitoring and data collection. If the
employee is re-enabled to handle that non-voice media, then their agent will be made active again.
Multimedia agents can be deleted to be removed entirely from the system.
NOTE: Failover media servers for voice agents must be configured on your telephone system and
synchronized into YourSite Explorer. Workgroup does not support Contact Center resiliency. You
cannot program failover media servers for ACD agents and extensions.
The following procedures explain how to:
l
Enable an employee to handle voice media
l
Edit an employee’s voice agent
l
Enable an employee's voice agent for external hot desking
l
Enable an employee to handle voice media using an existing agent
l
Remove a voice agent from an employee
l
Enable an employee to handle multimedia
l
Remove an employee's ability to handle multimedia
l
Delete a multimedia agent
The following configuration takes place in Multimedia=>Employees.
To enable an employee to handle voice media
1. Select an employee and click the General tab.
2. Under Devices, click the Voice button.
A voice agent and extension are automatically created for the employee.
By default, the extension type is voice softphone, which emulates a 5020 IP set.
67
Multimedia Contact Center Installation and Deployment Guide
By default, the extension reporting number/dialable is populated with the employee’s business
phone.
3. Optionally, change the agent’s First name.
4. Optionally, change the agent’s Last name.
5. Optionally, after Agent login ID, enter the reporting number for the voice agent.
6. After Media server, click the Browse button.
7. Select a media server and click OK.
8. If you want to disable real-time monitoring and data collection for this agent, select Disable
real-time monitoring and data collection on this device.
9. If a 3300 media server was selected, after COS, select a Class of Service from the list.
10. If a 3300 media server was selected, optionally, after COR, select a Class of Restriction from
the list.
11. Select a media server and click OK.
12. Click Save.
13. Click Save.
To edit an employee’s voice agent
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Voice button and click <agent ID>=>Edit.
3. Edit the agent’s fields.
4. Click Save.
5. Click Save.
To enable an employee’s voice agent for external hot desking
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Voice button and click <agent ID>=>Edit.
3. Select External hot desk user enabled.
4. After External dialing prefix, type the dialing prefix for the device to which calls will be
routed.
5. After External dialing number, type the dialing number for the device to which calls will be
routed.
6. Click Save.
7. Click Save.
To enable an employee to handle voice media using an existing agent
1. Select an employee and click the General tab.
2. Under Devices, click the down arrow beside the Voice button and click Associate existing
voice agent.
3. Select an unassigned agent and click OK.
4. Click Save.
68
Adding multimedia capabilities to employees
To remove a voice agent from an employee
1. Select an employee and click the General tab.
2. Click the down arrow beside the Voice icon and click <agent ID>=>Delete.
3. Select the delete option:
l
l
l
Make the device historical—sets the agent as historical, but leaves it associated to
this employee
Disassociate the device—disassociates the agent so it can be used with another
employee
Remove the device from the system—deletes the agent
4. Click OK.
5. Click Save.
To enable an employee to handle multimedia
1. Select an employee.
2. Under Devices, click the media button to select which media this employee can handle.
3. Click Save.
To remove an employee's ability to handle multimedia
1. Select an employee.
2. Under Devices, click the enabled media button.
3. Click Save.
To delete a multimedia agent
1. Select an employee.
2. Click the down arrow beside the media button and click Delete.
3. Click Save.
MANAGING EMPLOYEE WORKLOAD
Employees handling multimedia contacts must be associated with a Workload. Workloads
determine the number and type of media contacts that can be pushed to an agent at any one time.
When employees become licensed for Multimedia Contact Center, they are automatically assigned
the default Workload, which allows concurrent handling of 1 contact from each media type. For more
information on Workloads, see "Configuring Workload" on page 63.
The following configuration takes place in Multimedia=>Employee.
The following procedures explain how to:
l
Associate a Workload to an employee
l
Associate a new Workload to an employee
l
Edit an existing Workload
l
Delete a Workload
NOTE: We recommend disassociating a Workload from all employees before deleting it.
69
Multimedia Contact Center Installation and Deployment Guide
To associate a Workload to an employee
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Select a Workload.
Alternatively, if you want to create a new Workload to associate to the employee, click Add.
4. Click OK.
5. Click Save.
To associate a new Workload to an employee
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Click Add.
4. Type a Name for the Workload.
5. To apply the Workload to outgoing voice calls, select Apply rule to outgoing voice calls.
6. For each media type, under Concurrent contacts, select the maximum number of
connections of that media type that can be handled concurrently.
7. For each media type, click the icons of the media you do not want employees to concurrently
handle when handling that type of media.
NOTE: If you do not want agents to receive multiple ringing contacts of different media types,
configure this option.
8. Click Save.
To edit an existing Workload
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Select a Workload and click Edit.
4. When you are done modifying the Workload, click Save.
To delete a Workload
1. Select an employee and click the Advanced tab.
2. After Workload Descriptor, click the Browse button.
3. Click Delete.
4. Click OK.
ADDING EMPLOYEE GROUPS
After adding employees, you add employee groups and associate employees to these groups.
Employee groups enable you to report on specific groups of employees.
If you intend to use security roles to restrict employees from elements of Ignite, it is recommended
that you create employee groups whose membership duplicates that of your agent groups. For more
information on Multimedia Contact Center and security roles, see "Multimedia Contact Center
security settings" on page 97.
70
Adding voice agent IDs
The following procedures explain how to:
l
Add an employee group
l
Associate an employee with an employee group
l
Remove an employee from an employee group
To add an employee group
1. Click Multimedia=>Employee groups.
2. Click Add.
3. Type the employee group’s Name.
4. Type the Employee group ID.
5. Click Save.
To associate an employee with an employee group
1. Click Multimedia=>Employee groups.
2. Select an employee group from the list.
3. On the Membership tab, under Available members, select an employee and click > to move
the employee to the Selected members list.
4. Click Save.
To remove an employee from an employee group
1. Click Multimedia=>Employee groups.
2. Select an employee group from the list.
3. On the Membership tab, under Selected members, select an employee and click < to move
the employee to the Available members list.
4. Click Save.
ADDING VOICE AGENT IDS
Agent IDs enable employees to handle different media and to be reported on and tracked in real time.
When an administrator enables an employee to handle a type of media, the employee has an agent
ID of that media type automatically created. A contact center employee can have multiple voice
agent IDs, but requires a unique agent ID for each of the other media types (email, chat, and SMS)
that they handle.
Voice and multimedia agent IDs are added in the Employee section of Multimedia Contact Center.
To add different media agent IDs to an employee, see "Managing the media types an employee can
handle" on page 66. Voice agents can be created in the Agent section of Multimedia Contact Center,
but it is recommended to create agents within the Employee section. The Agent section also enables
administrators to delete agent IDs. Deleting an active multimedia agent removes an employee's
capabilities to handle the corresponding media. Historical multimedia IDs can only be deleted in the
Agent section.
71
Multimedia Contact Center Installation and Deployment Guide
In Multimedia Contact Center=>Agents, administrators
l
Add voice agent IDs
l
Delete agent IDs
l
Associate unassociated voice agent IDs to employees
l
l
Specify 3300 ICP Class of Service, Class of Restriction, and Failover media server options
for voice agent IDs
Enable a voice agent for external hot desking
To add a voice agent ID
1. Click Multimedia=>Agents.
2. Click Add.
3. If you want to associate the new voice agent ID to an employee, click the Browse button after
Employee.
Selecting an employee will automatically fill in the First name and Last name fields with the
employee’s name.
4. Type the voice agent ID's First name.
5. Type the voice agent ID's Last name.
6. After Agent login ID, enter the reporting number for the voice agent ID.
7. After Media Server, click the browse button.
8. Select a media server and click OK.
9. Click Save.
NOTE: The Disable real-time monitoring and data collection on this device check box
is automatically selected if the employee that is associated to this agent has their licensing
attribute set to 'None'.
To configure 3300 ICP options for a voice agent ID
1. Click Multimedia=>Agents.
2. Select an agent from the list.
3. Under 3300 ICP Options, after COS, select a Class of Service from the list.
4. After COR, select a Class of Restriction from the list.
5. After Failover media server, click the Browse button.
6. Select a failover media server from the list and click OK.
Workgroup does not support Contact Center resiliency. You cannot program failover media
servers for ACD agents and extensions.
7. Click Save.
To enable a voice agent for external hot desking
1. Click Multimedia=>Agents.
2. Select an agent from the list.
3. Select External hot desk user enabled.
72
Adding agent groups
4. After External dialing prefix, type the dialing prefix for the device to which calls will be
routed.
5. After External dialing number, type the dialing number for the device to which calls will be
routed.
6. Click Save.
To delete an agent ID
1. Click Multimedia=>Agents.
2. Select an agent.
3. Click Delete.
4. Click OK.
To associate an unassociated voice agent to an employee
1. Click Multimedia=>Agents.
2. Select an unassociated voice agent ID.
3. After Employee, the Browse button.
4. Select an employee and click OK.
5. Click Save.
ADDING AGENT GROUPS
Administrators must add agent groups to the YourSite database and associate employees to these
agent groups. An employee and their agents can be associated to more than one agent group.
When agent groups are created, an employee’s agents are assigned a default group presence, either
Present or Absent. Employees whose agents’ default presence is Absent will be set in the Logged In
Not Present Agent state when they join their agent group. To handle that media type, the employee
must change their agent state manually in Ignite or Contact Center Client. Employees whose
agents’ default presence is Present will be set in the Idle Agent state when they join their agent
group. For details about Agent States, see "Employee and Agent state indicators" on page 227.
If you are upgrading to Multimedia Contact Center Version 8.1, agent groups can be modified
automatically through the Unified Queue Group Wizard to support new types of media. The Unified
Queue Group Wizard, located in the Queue device page in YourSite Explorer, if selected, updates
agent groups that are associated to selected voice queues and adds the ability for these agent
groups to also handle, for example, chat and email queues. For more information on the Unified
Queue Group Wizard, see "Adding Unified queue groups" on page 89.
73
Multimedia Contact Center Installation and Deployment Guide
NOTE:
l
l
l
If an administrator attempts to add a group to YourSite that is already in the database the
system notifies the administrator that the group is already present. When an administrator
adds a series of groups to YourSite, such as Queue Groups 1 to 5, if the system detects the
administrator has already added Queue Group 3, then it will not add Queue Group 3 or any
subsequent queues in the series (that is, Queue Group 4 or 5) to the database.
Deleting an agent group that is currently the last member of a voice or multimedia queue will
invalidate that queue. Deleting an agent group that is associated to an activity in an Inqueue
workflow will create a validation error. The queue will not be able to be saved until another
agent group is associated to it. It is recommended that you disassociate agent groups from
queues and their associated Inqueue workflows before deleting the agent group.
Workgroup does not support Contact Center resiliency. You cannot program failover media
servers for ACD agents and extensions.
To set up an agent group, administrators must:
l
Add an agent group
l
Manage agent group membership, presence, and skill level
l
Specify agent group options for the 3300 ICP media server
The following procedures explain how to:
l
Add an agent group
l
Disable monitoring and device collection for an agent group
l
Specify if the agent group uses skills
The following configuration takes place in Multimedia=>Agent groups.
To add an agent group
1. In Agent groups, click Add.
2. Type a Name for the agent group.
3. Type a Reporting number for the agent group.
74
Adding agent groups
4. Select the media type(s) the agent group will handle.
See Table 3.
Table 3: Media icons
MEDIA TYPE
MEDIA ICON
Voice
Chat
Email
SMS
5. If you select voice media, select the voice media server and click OK.
NOTE: If this agent group is not handling voice contacts, then this option will not be available.
6. Click Save.
To disable monitoring and device collection for an agent group
1. Select an agent group.
2. Select Disable real-time monitoring and data collection on this device.
3. Click Save.
To specify if the agent group uses skills
1. Select an agent group
2. Select The group uses skills.
3. Click Save.
MANAGING AGENT GROUP MEMBERSHIP, PRESENCE, AND
SKILL LEVEL
After configuring an agent group, administrators must associate employees to the agent groups and
specify the default presence for each of the employee’s agent IDs for the media types the agent is
configured to handle. If the agent group uses skills, skill levels must be set for each employee. Skill
levels range from 1, which is the most skilled, to 255, which is the least skilled. The skill level
assigned to the employee is applied to each media the employee is capable of handling.
75
Multimedia Contact Center Installation and Deployment Guide
Some employees may have multiple voice agents associated to them. When these are added to an
agent group, they are highlighted in yellow. Administrators can select which of an employee’s voice
agents are in the agent group. It is recommended that an employee only have one voice agent
associated to an agent group.
The following procedures explain how to
l
Add employees to an agent group
l
Specify which of an employee’s multiple voice agents are in an agent group
l
Specify a member's default presence in an agent group
l
Specify a member's skill level
l
Edit a member employee
l
Remove a member from an agent group
The following configuration takes place in Multimedia=>Agent groups.
To add employees to an agent group
1. Select an agent group and click the Membership tab.
2. To add employees to the agent group, click Add.
3. Select the employees to add to the agent group and click OK.
4. Click Save.
To specify which of an employee’s multiple voice agents are in an agent group
1. Select an agent group and click the Membership tab.
2. Under Selected members, select the employee with multiple voice agents.
3. Click Voice agent options.
4. Select the voice agent to be present in this agent group and click OK.
5. Click Save.
To specify a member’s default presence in the agent group
1. Select an agent group and click the Membership tab.
2. In the Default <media type> Presence column of the member's row, click the cell and select
the default presence.
l
l
Absent—the employee’s agent ID will be put into the Logged in Not Present agent
state when they join the agent group.
Present— the employee’s agent ID will be put into Idle when they join the agent group.
3. Repeat Step 2 for each media type the member can handle in the agent group.
4. Click Save.
To specify a member’s skill level
1. Select an agent group and click the Membership tab.
2. In the Skill level column of the member's row, select a skill level from the drop-down list.
3. Click Save.
76
Adding multimedia queues
To edit a member employee
1. Select an agent group and click the Membership tab.
2. Select an employee and click Edit.
For information on configuring employees, see the MiContact Center Installation and
Administration Guide.
3. When you are done editing the employee, click Save.
To remove a member
1. Select an agent group and click the Membership tab.
2. Select a member and click Delete.
3. Click Save.
SPECIFYING 3300 ICP OPTIONS FOR AGENT GROUPS
The following configuration takes place in Multimedia=>Agent groups
To specify 3300 ICP options for an agent group
1. Select an agent group from the list.
2. On the 3300 ICP options tab, if you want to change your Skill Group ID, after Skill Group ID,
enter a new ID.
3. Click Browse and select a failover media server.
Workgroup does not support Contact Center resiliency. You cannot program failover media
servers for ACD agents and extensions.
4. Specify if the agent group uses skills and if calls are to be queued to the agent group when no
agents are logged in.
5. Click Save.
ADDING MULTIMEDIA QUEUES
When you create a multimedia queue, it is automatically associated to the existing media server for
that type of media. Your multimedia media servers must already be configured before you can add a
multimedia queue of that media type.
When adding a queue, administrators must
l
Configure general multimedia queue settings
l
Configure multimedia queue membership and routing
l
Configure multimedia queue performance settings
l
Configure queue spectrum settings for multimedia queues
Depending on the media type, administrators must also
l
Configure email options
l
Apply signatures to email queues
l
Configure chat options
l
Configure SMS options
77
Multimedia Contact Center Installation and Deployment Guide
To add a multimedia queue
1. Click Multimedia=>Queues.
2. Click Add and select <media type> Queue.
CONFIGURING GENERAL SETTINGS FOR MULTIMEDIA
QUEUES
When configuring general information for multimedia queues, administrators configure the basic
settings for the queue that are required to be configured before the queue can be saved.
NOTE: For email queues not automatically requeuing contacts on agent logout, emails are put on
hold until the agent logs back in and removes hold. Once the hold requeue time expires, contacts are
requeued whether the agent is logged in or not.
To configure general settings for a multimedia queue
1. Select a queue and click the General tab.
2. Type a Name for the queue.
3. Type a Reporting number for the queue.
4. For Email queues, after Email address, click the Browse button.
5. Type the queue's email address and click Add.
The Email queue’s email address identifies the queue to which the system will route the email.
The email address can correspond to an email address included in a mail server distribution
list or it can be internal to the Multimedia Contact Center. For information on configuring mail
servers, see "Integrating Multimedia Contact Center with mail servers" on page 42.
NOTE:
l
l
l
l
l
78
We do not recommend assigning the same email address to multiple queues.
Using the <<DestinationQueues>> variable for routing with the Transfer activity
requires email queues to have an associated email address. For more information on
the <<DestinationQueues>> variable, see "Routing contacts with the Transfer activity"
on page 207.
If you use the <<DestinationQueues>> variable for routing with the Transfer activity
and have multiple queues associated to the same email address, the system routes
emails to the first configured queue only. We do not recommend assigning the same
email address to multiple queues.
For agents to select queue email addresses as the ‘From’ address in email responses
and outbound emails, the addresses must be associated to a mail server which is
associated to the media server for the queue. Administrators must configure primary
and secondary queue email addresses as either the mail server’s ‘From Email Address’
or ‘Alias’. See "Configuring SMTP connections to Multimedia Contact Center" on page
44.
An Email queue can be saved without an email address added, in which case the queue
uses the SMTP email address assigned to the mail server as the "from" email address.
To ensure proper response functionality, however, an email address must be set for the
Email queue.
Adding multimedia queues
l
If the queue email address uses an alias, ensure that the alias has been added to the
mail server. An alias can be used with only one queue. For more information about
adding aliases to the mail server, see "Configuring SMTP connections to Multimedia
Contact Center" on page 44.
6. If you want to associate additional email addresses to the email queue, for each additional
email address, type the address and click Add.
Alternatively, to import all of the email addresses and aliases associated to the mail servers
associated to your enterprise, click Pull From Mail Server(s).
The first email address in the list is always considered the primary email address for the queue
that is used as the From address when an agent responds to an email address in this queue.
Each subsequent email address is considered an alternative email address.
You can adjust the order of the email addresses by selecting an address and clicking the Up
and Down buttons.
7. Click Ok.
8. For Chat queues, type a Username.
The Chat queue’s auto response username is used with workflow activities that provide
automated responses to contacts in queue.
9. For SMS queues, type a Phone number.
SMS numbers must not use dashes or parentheses and must include both a country and area
code. SMS queues can only have one SMS phone number associated to them. An
SMS number can be used for multiple queues, with some restrictions. For more information,
see "Integrating Multimedia Contact Center with an SMS Gateway Provider" on page 49
10. If you do not want the queue to be viewed in Contact Center Client and Ignite, select Disable
real-time monitoring and data collection on this device.
11. Click Save.
To edit an email queue’s email addresses
1. Select an email queue and click the General tab.
2. After Email address, click Browse.
3. To add an email address to the queue, enter the email address and click Add.
4. To change the order of email addresses, select an email address and click the Up or Down
buttons.
The first email address is the queue’s primary email address.
5. To remove an email address, select the email address and click Remove.
6. Click OK.
7. Click Save.
CONFIGURING MULTIMEDIA QUEUE MEMBERSHIP AND
ROUTING
When a queue is created, a copy of the Default Inqueue email, chat, or SMS workflow is created and
assigned to the queue. In each of the Offer to Agent Group activities in these workflows, the handling
agent groups must be specified. An agent group can only be associated with one Offer to Agent
Group activity in an Inqueue workflow. For more information on configuring Offer to Agent Group
activities, see "Routing contacts with the Offer to Agent Group activity" on page 189.
79
Multimedia Contact Center Installation and Deployment Guide
If your default Inqueue workflow uses Email activities as auto responses, you will need to specify
the SMTP servers as well. The default email messages assigned to Email activities in the Inqueue
workflow should be reviewed and customized as required. After assigning agent groups in the
Inqueue workflow, administrators can review them in the General tab. Agent groups are listed, in the
order from the Inqueue workflow, in the Members field. Administrators can click the name of the
agent group to open that agent group’s page in YourSite Explorer.
Once you have configured your Inqueue workflow, you must enable validation for the workflow.
Validation prevents workflows with invalid or incomplete configuration from being used.
If you have an existing Inqueue workflow you would like to use for routing, you can assign it to the
queue from Workflows. For information on assigning Inqueue workflows to queues, "Associating
workflows to queues" on page 163.
For more information about the Default Inqueue workflows, see "Multimedia Contact Center default
workflows" on page 212.
The following procedures explain how to:
l
Set which agent group handles contacts
l
Enable workflow validation
l
Set the SMTP servers in an Email activity
l
Prevent overflow on the final Offer to Agent Group activity
The following procedures take place in Multimedia=>Queues.
To set which agent group handles contacts
1. Select a queue and click the Inqueue workflow tab.
2. Right-click on the Offer to Primary Agent Group activity and select Agent group.
3. Select the agent group who will handle this queue and click OK.
4. For each subsequent Offer to Agent Group activity in the workflow, repeat steps 2-3 to set all
of the answering agent groups.
5. Click Save.
To enable workflow validation
1. Select a queue and click the Inqueue workflow tab.
2. In the Properties pane, select Validate workflow.
3. Click Save
To set the SMTP servers in an Email activity
1. Select a queue and click the Inqueue workflow tab.
2. Right-click on the Email activity and select Edit SMTP Server.
3. Select a SMTP server and click OK.
4. Click Save.
To prevent overflow on the final Offer to Agent Group activity
1. Select a queue and click the Inqueue workflow tab.
2. Select the final Offer to Agent Group activity.
3. In the Properties pane, select Do Not Allow Overflow.
80
Adding multimedia queues
4. Set the Overflow Time to 0:00:00.
5. Click Save.
CONFIGURING MULTIMEDIA QUEUE PERFORMANCE
SETTINGS
When configuring a multimedia queue, administrators set the priority of the queue, the queue’s
business hours, the Queue Work Timer options, set the Service Level objectives, and set the queue
handling times. Note that Multimedia Queue Work Timer functions independently of Class of Service
Work Timer. Queue Work Timer options enable queues to change their Work Timer duration to be
different than the Class of Service Work Timer.
The following procedures explain how to:
l
Set queue priority
l
Configure the business hours for a queue
l
Apply the business hours to all queues on the same media server
l
Configure the Queue Work Timer options
l
Set the queue service level objectives
l
Set the queue handling times
To set the priority level for the queue
1. Select a queue and click the Performance tab.
2. After Priority, select the priority level for the queue.
The highest priority level is 1. The lowest priority level is 64.
3. Click Save.
To configure the business hours for a queue.
1. Select a queue and click the Performance tab.
2. After Business-hour schedule, click the Browse button.
3. Select a schedule and click OK.
4. If you want to restrict the production of real-time statistics and reports to only during business
hours, select Generate statistics and reports only within business hours.
5. Click Save.
To apply the business hours to all queues on the same media server
1. Select a queue and in the ribbon, click the Queue Tools tab.
2. Select Apply business hours to all.
81
Multimedia Contact Center Installation and Deployment Guide
To configure the Queue Work Timer options
1. Select a queue and click the Performance tab.
2. If you want to add Contact Center Work Timer to handling time in reports, select Include
Queue Work Timer as part of handling time.
NOTE: When 'Include queue work timer as part of handling time' is enabled, the ACD handling
time durations for reporting purposes span from ACD pick up to the end of the Work Timer
time.
When this option is disabled, the ACD handling time duration spans from ACD pick up to hang
up.
3. To enable the queue for Work Timer, select Use Queue Work Timer and set the duration of
Queue Work Timer.
The default duration is 00:05:00.
4. Click Save.
To set the queue service level objectives
1. Select a queue and click the Performance tab.
2. Specify the Service Level goal and Service Level time for the queue.
3. Click Save.
To set the queue handling times
1. Select a queue and click the Performance tab.
2. After Short handle less than, type the duration that will define a call as a short handle call.
For example, type 3 to define a short handle call as one that lasts less than 3 seconds. Short
talk calls are included in call statistics.
3. After Short abandon less than, type the duration that will define an abandoned call as
‘Abandoned (Short)’.
For example, type 5 to define a short abandon call as one that is abandoned in less than 5
seconds.
NOTE: ‘Short abandon less than’ is not applicable for Email queues.
4. Click Save
CONFIGURING QUEUE SPECTRUM SETTINGS FOR QUEUES
Queue spectrum reports provide valuable information on how emails are dispersed in your contact
center. You configure thresholds for answer, abandon, interflow, handle, and ringing thresholds for
queues in YourSite Explorer. The answer, abandon, interflow, and talk statistics will be distributed
across the queue spectrum reports in the time intervals you specify.
The following procedures explain how to:
l
Configure queue spectrum settings for a queue
l
Apply queue spectrum settings to all queues on the same media server
The following procedures take place in Multimedia=>Queues.
82
Adding multimedia queues
To configure queue spectrum settings for a queue
1. Select a queue and click the Queue Spectrum tab.
2. Select the spectrum value(s) you want to include in reports and specify thresholds for each.
3. Click Save.
To apply queue spectrum settings to all queues on the same media server
1. Select a queue and in the ribbon, click the Queue Tools tab.
2. Select Apply queue spectrum to all.
CONFIGURING EMAIL OPTIONS FOR MULTIMEDIA QUEUES
The Email options tab contains email queue-specific options. The Email options tab enables you to
control if email contacts in the Ignite inbox are requeued when the agent logs out of Ignite, how long
contacts can remain on hold for before being requeued, and whether or not agents can select the
From address of the email response to contacts. The Email options tab also contains options for
email signatures. For information on configuring email signatures, see "Applying signatures to email
queues" on page 84.
NOTE: For email queues not automatically requeuing contacts on agent logout, emails are put on
hold until the agent logs back in and removes hold. Once the hold requeue time expires, contacts are
requeued whether the agent is logged in or not.
The following procedures explain how to:
l
Set whether email contacts in the Inbox requeue on employee logout
l
Set how long an email contact can be on hold before being requeued
l
Enable agents to pick the From address on responses
To set whether email contacts in the Inbox requeue on employee logout
1. Select a queue and click the Email options tab.
2. To requeue email contacts on employee logout select the Requeue on logout checkbox.
3. To keep email contacts on employee logout, deselect the Requeue on logout checkbox.
4. Click Save.
To set how long a contact can remain on hold or in the Inbox after logout before being requeued
NOTE: When the 'Minutes a contact can be on hold before being requeued' timer expires, the
contact is returned to the queue as the longest waiting contact and the employee (if logged into
Ignite) is put into System Make Busy. For emails, any text the agent entered is visible to the agent
who handles the requeued contact.
1. Select a queue and click the Email options tab.
2. Under Requeue options, enter the number of Minutes a contact can be on hold before
being requeued.
NOTE: Once the 'Minutes a contact can be on hold before being requeued' timer expires,
contacts are requeued whether the agent is logged in or not.
3. Click Save.
83
Multimedia Contact Center Installation and Deployment Guide
To enable agents to pick the From address on responses
1. Select a queue and click the Email options tab.
2. Select Allow Pick From Address.
3. Click Save.
Applying signatures to email queues
NOTE:
l
l
l
l
Do not copy signatures containing images in .msg files directly from Outlook. Save these
signatures as .msg files in the Reply Templates folder and leverage from there.
The size of email signatures contributes to email file size. By default, the maximum file size
for emails, including attachments, signatures, and images, is 25 MB.
Email queue signatures are limited to 150 000 characters. To increase this number, consult
the following Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52209.aspx
Email queue signatures are not inserted in workflow automatic email responses.
Administrators can apply signatures to email queues. These signatures are automatically inserted
into agent email responses. Signatures are configured and applied on a queue-by-queue basis.
Queue signatures enable custom signatures to be deployed uniformly across the responses of
agents answering for the queue.
Email signatures must be in .msg or .txt format. .msg signatures can contain images. Unsupported
file types cannot be saved to the queue. Email signature files must have ‘Everyone’ and/or ‘Users’
permission(s) enabled in order to be saved to the queue.
Administrators can either store signature files in the default Reply Template folder location created
on the server during installation, or they can move the Reply Templates folder to a network share.
Using the Reply Templates folder ensures that signature files are included in database backups. A
network share is required for signatures to be created and modified on client computers or remote
servers. If the network drive is unavailable to the server, the queue signature is not automatically
inserted in agent replies. However, agents can manually insert signatures in their responses from the
Reply Templates folder.
The default Reply Templates folder location is
l
<installation drive>:\<installation folder>\CCM\Templates\ReplyTemplates\Email.
Administrators must ensure that media servers are pointed to the Reply Templates folder and that
queues are pointed to the signature file in that folder. By default, media servers point to the Reply
Templates folder. To point the media server to a Reply Templates folder housed on a network share,
see "Configuring Reply templates for email, chat, and SMS" on page 53.
If agents are permitted to use personalized signatures, they must use response templates
configured for that purpose. Administrators must configure the templates for agents to apply as
signatures. See "Configuring Reply templates for email, chat, and SMS" on page 53.
The following procedure explains how to
84
l
Apply signatures to email queues
l
Disable or remove signatures on email queues
Adding multimedia queues
To apply signatures to email queues
1. Select a queue and click the Email options tab.
2. Select Enable Email Signature.
3. Click the Browse button and navigate to the folder housing the signatures.
NOTE: This folder must the same folder to which the media server points.
4. Select the email signature file and click Open.
NOTE: Only .msg and .txt files can be inserted into the Email Signature field.
5. Click Save.
To disable or remove signatures on email queues
1. Select a queue and click the Email options tab.
2. To disable the signature, deselect Enable Email Signature.
3. To remove the signature, click Clear.
4. Click Save.
CONFIGURING CHAT OPTIONS FOR MULTIMEDIA QUEUES
The following procedures explain how to:
l
l
Set the queue hold requeue time
NOTE: Once the hold requeue time expires, contacts are requeued whether the agent is
logged in or not
Configure chat queue transcript options
The chat options tab for chat queues enables you to email chat transcripts to contacts as a part of
the Chat Response workflow and view the internal and external URL for that specific chat queue.
A queue’s internal URL has the queue’s GUID built into the URL, removing the potential need for
customers to select the queue they want from the chat request page and, if the Inbound workflow is
configured to route based on queue IDs, automatically identify the destination queue so that
customers are routed directly to the appropriate queue. There are two fields for chat URLs, the
external URL for Queue and the internal URL for Queue. The internal URL for Queue is the Public
URL used internally by the system <Enterprise Server>/chat/GUID. The external URL for Queue is
the Public URL used externally with the reverse proxy applied and is the URL to link contacts to
specific queues.
The following procedures take place in Multimedia=>Queues.
To set the queue hold requeue time
1. Select a queue and click the Chat options tab.
2. Under Requeue options, set the Hold requeue time.
NOTE: Once the hold requeue time expires, contacts are requeued whether the agent is
logged in or not
3. Click Save.
85
Multimedia Contact Center Installation and Deployment Guide
To configure chat queue transcript options
1. Select a chat queue and click the Chat options tab.
2. Select Email chat transcript.
3. Type the email address that will sends the transcript.
NOTE: The email address must be your SMTP server’s main address or an alias. For more
information on SMTP servers, see "Configuring SMTP connections to Multimedia Contact
Center" on page 44.
4. Click Save.
CONFIGURING SMS OPTIONS FOR MULTIMEDIA QUEUES
The SMS options tab for SMS queues enables you to set how long contacts remain on hold before
being requeued.
The following procedures explain how to
l
Set the hold requeue timeout time
To set the hold requeue timeout time
1. Select an SMS queue and click the SMS options tab.
2. Set the Hold requeue timeout time.
3. Click Save.
SETTING A MULTIMEDIA QUEUE AS HISTORICAL
Multimedia queues can be set as historical, disabling real-time monitoring and data collection for the
queue. Historical multimedia queues retain their data for reporting, as well as any emails or
transcripts, but cannot handle contacts and are removed from Contact Center Client and Ignite.
Emails and transcripts associated to the queues will still be visible in the History folder in Ignite.
Historical chat queue cannot be linked to directly and will not appear in the default chat request form.
To set a queue as historical or to reactivate a historical queue
1. Select a queue and click the General tab.
2. If you are setting the queue as historical, select Disable real-time monitoring and data
collection on this device.
3. If you are reactivating the queue, clear Disable real-time monitoring and data collection
on this device.
4. Click Save.
86
Adding queue groups
DELETING A MULTIMEDIA QUEUE
Emails and transcripts from a deleted queue will still be visible in Ignite, but will not have a queue
associated to them. Emails and transcripts will not be associated to a new queue that matches the
configuration of the deleted queue.
To delete a queue
1. Click Multimedia=>Queues.
2. Select a queue and click Delete.
3. Click OK.
ADDING QUEUE GROUPS
Administrators can group queues for common purposes. There are three kinds of queue groups
available:
l
l
l
Reporting—groups queues together for reporting and viewing their activities in real-time
Mitel Virtual—groups queues across telephone switches that load balance ACD calls
between multiple queues
Unified Queue Group—groups queues of different media types that handle contacts for the
same service group in a contact center
ADDING REPORTING QUEUE GROUPS
Reporting queue groups enable administrators to run reports on activities for the grouped queues and
view queue group activities in real-time.
The following procedures explain how to:
l
Add a Reporting queue group
l
Associate a queue to a Reporting queue group
l
Remove a queue from a Reporting queue group
To add a Reporting queue group
1. Click Multimedia=>Queue groups.
2. Click Add=>Reporting.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.
To associate a queue to a Reporting queue group
1. Click Multimedia=>Queue groups.
2. Select a Reporting queue group from the list.
3. On the Membership tab, under Available members, select a queue and click > to move the
queue to the Selected members list.
4. Click Save.
87
Multimedia Contact Center Installation and Deployment Guide
To remove a queue from a Reporting queue group
1. Click Multimedia=>Queue groups.
2. Select a Reporting queue group from the list.
3. On the Membership tab, under Selected members, select a queue and click < to move the
queue to the Available members list.
4. Click Save.
ADDING VIRTUAL QUEUE GROUPS
Virtual queue groups are comprised of two or more queues across one or more telephone switches
that all send ACD voice contacts to the same pool of agent groups, balancing loads across queues.
Queues within a virtual queue group must have the same reporting numbers, the same agent groups,
and different dialable numbers. For example, in Figure 2 below, the virtual queue group is made from
two queues on two different telephone systems:
l
l
PBX 1: Queue 7000: reporting number P700, dialable 7000 on PBX1, queue 700, 701, 702
assigned
PBX 2: Queue 7001: reporting number P700, dialable 7001 on PBX2, queue 700, 701, 702
Assigned
Figure 2: Virtual queue group
88
Adding queue groups
Virtual queue groups provide the ability to merge multiple queues into a single visual representation
in Interactive Visual Queue and provide callers with an accurate position in queue through the
Updated Position in Queue service.
NOTE: Although Virtual queue groups are added and configured under Queue Groups in YourSite
Explorer, a virtual queue group is treated as a singular entity.
The following procedures explain how to:
l
Add a Virtual queue group
l
Associate queues to a Virtual queue group
l
Remove queues from a Virtual queue group
To add a Virtual queue group
1. Click Multimedia=>Queue groups.
2. Click Add=>Mitel Virtual.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.
To associate queues to a Virtual queue group
1. Click Multimedia=>Queue groups.
2. Select a Virtual queue group from the list.
3. On the Membership tab, under Available members, select a queue and click > to move the
queue to the Selected members list.
Repeat as necessary.
4. Click Save.
To remove queues from a Virtual queue group
1. Click Multimedia=>Queue groups.
2. Select a Virtual queue group from the list.
3. On the Membership tab, under Selected members, select a queue and click < to move the
queue to the Available members list.
Repeat as necessary.
4. Click Save.
ADDING UNIFIED QUEUE GROUPS
Unified queue groups are used to consolidate a group of queues of different media types that handle
contacts for the same service organization within a contact center, such as sales or support. A
Unified queue group can only have one queue for each of the media types it supports. Individual
queue priorities are used within a Unified queue group to specify the priority of the media types and
queues for handling. The queues within a Unified queue group can be viewed together in Ignite.
Unified queue groups can be created using a wizard or may be created manually. The Unified Queue
Group wizard takes an existing voice queue and then uses its configuration settings to input
information into new multimedia queues. The wizard also enables all agent groups associated with
the voice queue to support the multimedia type selected during queue creation.
89
Multimedia Contact Center Installation and Deployment Guide
NOTE:
l
l
l
l
l
The Unified Queue Group Wizard does not create new agents for employees belonging to the
associated agent groups. Employees must be enabled to handle new media types manually.
See "Managing the media types an employee can handle" on page 66.
Employees already enabled to handle the new queues’ media types will be set as Present in
their agent groups for those media types. For information on changing the default presence,
see "Managing agent group membership, presence, and skill level" on page 75.
A default queue priority of 64 is assigned to queues created by the Unified Queue Group
Wizard. These may be altered after the wizard has finished.
Business hours are copied over from the business hours configured for the voice queue.
Default automated responses for business hours are provided for multimedia.
The wizard will populate the Offer to Agent Groups activities in the default Inqueue workflows
with the same agent group order used by the voice queue member of the Unified queue group.
When manually creating a Unified queue group, administrators can create new queues to associate
with the Unified queue group. When you create these new queues, they are automatically assigned
the name and reporting number of the existing Unified queue group. Users manually creating a
Unified queue group can also associate existing queues to a Unified queue group. Virtual queue
groups may be associated to the voice media of a Unified queue group. If an administrator disables a
media type for a Unified queue group, the associated queue will become historical.
The following procedures explain how to:
l
Add a Unified queue group using the Unified Queue Group Wizard
l
Add a Unified queue group
l
Associate new queues to the Unified queue group
l
Associate an existing queue to the Unified queue group
l
Associating an existing virtual queue group to the Unified queue group
l
Replace an associated queue with a new queue
l
Replace an associated queue with an existing queue
l
Remove a media type from a Unified queue group and set the associated queue as historical
To add a Unified queue group using the Unified Queue Group Wizard
1. Click Multimedia=>Queues.
2. Select the queue(s) for which you want to create Unified queue groups.
3. In the Queue Tools tab of the ribbon, click Create unified queue group.
4. Click the icons for the multimedia queues you want to create.
See Table 4.
90
Adding queue groups
Table 4: Unified Queue Group Wizard media icons
MEDIA TYPE
MEDIA ICON
Chat
Email
SMS
5. If you want to create a corresponding reporting queue group, select Create reporting queue
group and type a Reporting number.
6. Click Create.
7. Click Save.
To add a Unified queue group
1. Click Multimedia=>Queue groups.
2. Click Add=>Unified.
3. Type a Name.
4. Type a Reporting number.
5. Click Save.
To associate new queues to the Unified queue group
1. Click Multimedia=>Queue groups and select a Unified queue group.
2. Click on the media type icons to select which media types the queue group can handle.
A queue configuration window opens.
For instructions on configuring an email, chat, or SMS queue, see "Adding multimedia
queues" on page 77.
See Table 5.
NOTE:
l
l
Queue Inqueue workflows cannot be configured when adding new queues as members
of Unified queue groups. Inqueue workflows for new queues must be configured in
YourSite=>Queues after the Unified queue group is saved.
By default, new queues added this way will use the name of the Unified queue group
and the reporting number.
91
Multimedia Contact Center Installation and Deployment Guide
Table 5: Unified queue group media type icons
MEDIA TYPE
ICON
Voice
Chat
Email
SMS
3. When you are done configuring the new queue, click Save.
4. Repeat steps 2 and 3 for each media type you want the Unified queue group to handle.
5. Click Save.
To associate an existing queue to the Unified queue group
1. Click Multimedia=>Queue groups and select a Unified queue group.
2. Click the down arrow button beside the media type icon and click Associate existing
<media type> queue.
3. Select a queue and click OK.
4. Click Save.
To associate an existing virtual queue group to the Unified queue group
1. Click Multimedia=>Queue groups and select a Unified queue group.
2. Click the down arrow button beside the voice media icon and click Associate existing
Virtual queue group.
3. Select a virtual queue group and click OK.
4. Click Save.
92
Configuring Holidays
To replace an associated queue with a new queue
1. Click Multimedia=>Queue groups and select a Unified queue group.
2. Click the down arrow button beside the media type icon and click Replace with new <media
type> queue, click on the media type icons to select which media types the queue group can
handle.
A queue configuration window opens.
For instructions on configuring an email, chat, or SMS queue, see "Adding multimedia
queues" on page 77.
NOTE:
l
l
Queue Inqueue workflows cannot be configured when adding new queues as members
of Unified queue groups. Inqueue workflows for new queues must be configured in
YourSite=>Queues after the Unified queue group is saved.
By default, new queues added this way will use the name of the Unified queue group
and the reporting number.
3. When you are done configuring the new queue, click Save.
4. Click Save.
To replace an associated queue with an existing queue
1. Click Multimedia=>Queue groups and select a Unified queue group.
2. Click the down arrow button beside the media type icon and click Replace with existing
<media type> queue.
3. Select a queue and click OK.
4. Click Save.
To remove a media type from a Unified queue group and set the associated queue as historical
1. Click Multimedia=>Queue groups and select a Unified queue group.
2. Click on a selected media type icon.
3. Click Save.
CONFIGURING HOLIDAYS
You configure holiday options in the Holidays section of Multimedia Contact Center for the dates that
affect your contact center operations. In Multimedia Contact Center, Holidays are used in the
Schedule activity. For more information on the Schedule activity, see "Routing contacts with the
Schedule activity" on page 201. Multimedia Contact Center includes default holidays for the USA,
UK, and Canada.
To enable an existing holiday
1. In YourSite Explorer, click Multimedia=>Holidays.
2. From the list of holidays, select the holiday you want to enable.
3. Select This holiday is a company holiday. Notify me if I attempt to schedule an
employee on this day.
4. Click Save.
93
Multimedia Contact Center Installation and Deployment Guide
To add a new holiday
1. In YourSite Explorer, click Multimedia=>Holidays.
2. Click Add.
3. After Name, type the name of the holiday.
4. If you wish to enable this holiday immediately, select This is a company holiday. Notify
me if I attempt to schedule an employee on this day.
5. Specify the pattern of the holiday
l
l
l
If the holiday always falls on the same day of the month, select Every and specify the
month and date the holiday falls on.
If the holiday has a pattern of falling on a certain day, week, and month, select The and
specify the pattern, day of week, and month.
If the holiday is a calculated holiday, such as Good Friday or Easter Monday, select
Calculated holiday and specify the holiday.
6. Click Save.
To delete a holiday
1. Select the holiday you want to delete from the holidays list.
2. Click Delete.
3. Click OK.
CONFIGURING BUSINESS HOUR SCHEDULES
Multimedia Contact Center performs certain tasks during business hours and other tasks after
hours. For example, the system can send auto-response messages to contacts received after hours,
informing customers that the contact center is closed and to expect a response during business
hours. Applying a business hours schedule to workflows tells the system when to send this
message.
Multimedia Contact Center ships with a default 24/7 business hour schedule and a default Monday
to Friday 9:00 AM to 5:00 PM business hour schedule. Administrators can
l
Modify the default business hours schedules
l
Create new business hour schedules
l
l
94
Manage business hour schedule exclusion lists to omit days from schedules, such as national
holidays.
Apply business hour schedules to workflows
Configuring business hour schedules
MODIFYING DEFAULT BUSINESS HOUR SCHEDULES
Administrators can modify the default 24/7 and default Monday to Friday 9:00 AM to 5:00 PM
business hour schedule to suit their business’ needs.
To modify a default business hours schedule
1. Click YourSite=>Schedules and select a default schedule.
2. Type a new Name for the schedule. For example, 'Monday to Friday 8:00 AM to 6:00 PM'.
3. To apply a Schedule exclusion list, click the Browse button, select an exclusion list and
click OK.
NOTE: To create a schedule exclusion list, or to edit an existing schedule exclusion list, see
"Managing schedule exclusion lists" on page 95.
4. Specify the business day Start time and End time for each day of the week.
5. Select the Disable for day check box for each day the business is closed.
6. Click Save.
CREATING NEW BUSINESS HOUR SCHEDULES
Administrators can create new business hour schedules to apply to Multimedia Contact Center
devices and to use in workflows.
To create a new business hour schedule
1. Click YourSite=>Schedules=>Add.
2. Type a Name for the new schedule.
3. To apply a Schedule exclusion list, click the Browse button, select an exclusion list and
click OK.
NOTE: To create a schedule exclusion list, or to edit an existing schedule exclusion list, see
"Managing schedule exclusion lists" on page 95.
4. Specify the business day Start time and End time for each day of the week.
5. Select the Disable for day check box for each day the business is closed.
6. Click Save.
MANAGING SCHEDULE EXCLUSION LISTS
The following configurations take place in YourSite=>Schedules.
Managing schedule exclusion lists enables administrators to omit days from business hour
schedules. For example, administrators can use a schedule exclusion list to omit national holidays
from a business’ yearly schedule.
The following procedures tell you how to
l
Create and apply new exclusion lists to schedules
l
Apply existing exclusion lists to schedules
l
Remove exclusion lists from schedules
l
Edit and remove dates from schedule exclusion lists
l
Delete exclusion lists from YourSite Explorer
95
Multimedia Contact Center Installation and Deployment Guide
To create and apply a new exclusion list to a schedule
1. Select the schedule and click Manage schedule exclusion list.
2. Type a Name for the exclusion list.
NOTE: To create a new list for a schedule with an exclusion list already applied to it, click
Add and follow step 2 onward.
3. Select the dates to exclude from the schedule and click Save.
4. To apply the exclusion list to the selected schedule, click Apply. Otherwise, close the
schedule exclusion list designer window.
5. On the ribbon, click Save.
To apply an existing exclusion list to a schedule
1. Select the schedule and, after Schedule exclusion list, click Browse.
2. Select a schedule exclusion list and click OK
3. Click Save.
To edit and remove dates from an exclusion list
1. Select a schedule with an exclusion list applied to it and click Manage Schedule exclusion
list.
2. Click Edit.
3. To add new dates, select them from the calendar.
4. To remove dates, select the dates from the list and click Remove.
5. To remove all dates, click Clear.
6. Click Save.
7. To apply these changes to the schedule, click Apply.
8. On the ribbon, click Save.
To delete an exclusion list from YourSite Explorer
1. Select a schedule that has the exclusion list to be deleted and click Manage Schedule
exclusion list.
NOTE: If deleting exclusion lists as part of clean-up, select any schedule with an exclusion
list applied to it and follow these steps.
2. From the drop-down list, select the exclusion list you want to delete and click Delete.
3. Close the schedule exclusion list designer and, on the ribbon, click Save.
APPLYING BUSINESS HOUR SCHEDULES TO WORKFLOWS
Administrators can apply business hour schedules to workflows via the Schedule activity.
For example, an administrator applies a Monday to Friday, 7:00 AM to 7:00 PM business hour to a
Schedule activity in a Chat Inqueue workflow. Chat messages arriving after hours follow the ‘After
Hours’ branch. This branch is configured to send an automatic response informing customers of the
contact center’s business hours and to expect a reply during that time.
To apply business hour schedules to workflows, see "Routing contacts with the Schedule activity"
on page 201.
96
Configuring security roles
CONFIGURING SECURITY ROLES
You create security roles if you want to restrict employees from specific devices and MiContact
Center application areas that their licensing would enable them to access.
NOTE: In order for you to assign security roles, your account must be associated with a security role
that has ‘May manage security’ enabled.
MiContact Center has two default security settings, Local administrator and Enterprise
administrator. These settings provide employees full access to all MiContact Center applications (to
which the contact center and employees are licensed) and devices, and allow Write Back for
synchronization.
Employee access to applications is limited by their security role and their licensing. An employee’s
security role defines the application areas an employee can access and licensing limits what
applications an employee can access. For example, an employee with the Enterprise administrator
security role but no supervisor license would not be able to access YourSite Explorer.
When you install MiContact Center, a default user is created. This ensures there is at least one
account with which you can access YourSite Explorer.
The default user name and password are:
l
Username: _admin
l
Password: _password
l
Security Role: Local Administrator
Security roles have two components:
Basic—Basic security controls user access to specific areas of MiContact Center, and Flexible
Reporting, and to Workforce Scheduling and Schedule Adherence.
Advanced—Advanced security controls user access to customized lists of devices, real-time
monitors, profiles, reports, sites, and users.
For detailed information regarding creating and applying security roles and creating security lists, see
the MiContact Center Installation and Administration Guide.
MULTIMEDIA CONTACT CENTER SECURITY SETTINGS
Many of the features in Multimedia Contact Center are advanced; administrators may want to
restrict their multimedia employees from having access to select devices or applications.
Employees using Ignite for Multimedia Contact Center require several specific security role settings
to control their access to parts of the Ignite.
97
Multimedia Contact Center Installation and Deployment Guide
Security roles can be applied to restrict which devices agent can view in Ignite, so that they are
limited to both handling and viewing only the queues associated to their agent group. Employees can
be restricted from controlling their Agent Group Presence, so their presence in agent groups can be
entirely controlled by the system. Employees can be restricted from picking contacts out of queue.
Employees can be restricted from transferring contacts from the queue and their Inbox. Employees
can be restricted from marking contacts as Junk. Employees can also be restricted from accessing
Ignite.
NOTE: Users currently logged on are not affected by changes to their associated role until the next
time they log on.
To restrict access to Ignite, disable the following Basic security option:
l
May access Contact Center Client/Ignite
To restrict the devices an employee can view in Ignite, enable the following Advanced security
options:
l
May view real-time information on devices contained in this list only <device list>.
The device list must contain the following members:
l
All the queue groups that contain queues the employee handles
l
All the agent groups to which the employee has agents
l
Employee groups that mirror the composition of the agent groups’ employee
membership
To restrict control of presence in Ignite, such as Join and Leave, disable the following Advanced
security option:
l
May control my real-time presence status in Interactive Contact Center
To restrict the ability to pick contacts out of queue, disable the following Basic security option
l
May Pick/Pick & Reply Contacts
To restrict the ability to transfer contacts from the queue and Inbox, disable the following Basic
security option
l
May Transfer Contacts
To restrict the ability to mark contacts as Junk, disable the following Basic security option
l
May Junk Contacts
To restrict access to Ignite, disable the following Basic security option
l
98
May access Contact Center Client/Ignite
Multimedia Contact Center proficiency requirements
CONFIGURING MULTIMEDIA CONTACT CENTER
WEB FEATURES
Multimedia Contact Center includes web applications and features that require configuration by
qualified web administrators and IT personnel to ensure successful deployment. These features
consist of:
l
l
Chat
For information on offering chat through your corporate website, see "Enabling chat" on page
101.
Contact Us
For information on offering Contact Us through your corporate website, see "Enabling Contact
Us" on page 133.
The following is the suggested order of configuration for Multimedia Contact Center web features.
To set up Multimedia Contact Center web features
1. Configure chat media servers.
See "Adding chat to Multimedia Contact Center" on page 58.
2. Configure chat queues.
See "Adding multimedia queues" on page 77.
3. Add reverse proxy.
Reverse proxies enable /CCMWa to be published as a part of your corporate website.
See "Publishing Chat and Contact Us to the Internet using reverse proxies" on page 100.
4. Add SSL (optional)
See "Publishing Chat and Contact Us to the Internet with SSL" on page 100.
5. Update chat media server with external URL for chat root.
See "Adding chat to Multimedia Contact Center" on page 58.
6. Configure chat customizations.
See "Enabling chat" on page 101
7. Configure Contact Us.
See "Enabling Contact Us" on page 133.
For information on troubleshooting the deployment of Multimedia Contact Center web features, see
"Troubleshooting Multimedia Contact Center web features" on page 155.
MULTIMEDIA CONTACT CENTER PROFICIENCY
REQUIREMENTS
Contact centers are responsible for the deployment of Multimedia Contact Center web features on
their corporate web servers. You must have web administrator and IT personnel with knowledge of
the following to deploy and customize Chat and Contact Us:
l
IT administrator proficiencies for Chat and Contact Us deployment
l
Reverse proxy configuration
l
Network and Firewall configuration and troubleshooting
l
End-to-End SSL deployment (optional)
99
Multimedia Contact Center Installation and Deployment Guide
l
Basic web proficiencies for Chat customization
l
l
l
JavaScript: Manipulating JavaScript file with a list of variables
HTML: Adding URL link to corporate web site
NOTE: These are the minimum proficiencies required. More complicated integrations
will require more enhanced skills.
Basic web proficiencies for Contact Us customization
l
JavaScript: Manipulating JavaScript file with a list of variables
l
HTML: Add a JavaScript call to a corporate website
l
CSS: Ability to integrate complex CSS file to integrate with corporate website.
PUBLISHING CHAT AND CONTACT US TO THE INTERNET
USING REVERSE PROXIES
Chat can be published to the internet using reverse proxies, either with or without SSL. Multimedia
Contact Center only supports End-to-End SSL deployments. For more information, see the
MiContact Center and Business Reporter System Engineering Guide.
Chat and Contact Us both use CCMWa, a web application installed on the Enterprise Server at
http://<Enterprise Server IP Address>/CCMWa to route contacts to your queues. Using a reverse
proxy enables requests to your corporate website to be served from CCMWa through your corporate
website, proxying requests through the web server to CCMWa on the Enterprise Server.
Setting up a reverse proxy requires setting up Inbound and Outbound routing rules on your web
server. The Inbound rule configures the directory on the web server that routes the requests to the
Enterprise Server. The Outbound rule modifies the responses from the Enterprise Server to match
the corporate website URL format.
For example, if http://www.contactcenter.com/Chat was configured as the directory that reverse
proxies http://<enterprise server>/CCMWa/chat, then when a customer arrives on
http://www.contactcenter.com/Chat, the web server makes the request to http://<enterprise
server>/CCMWa/chat on the customer’s behalf. The Enterprise Server’s response is then sent back
to the web server which then publishes it to the customer as if it had been generated by the corporate
web server.
The method for configuring a reverse proxy depends on if your organizational web server is an
Apache or an IIS web server. The Mitel MiContact Center Knowledge Base contains guidelines for
reverse proxy deployment:
l
IIS web servers: http://micc.mitel.com/kb/KnowledgebaseArticle52451.aspx
l
Apache web servers: http://micc.mitel.com/kb/KnowledgebaseArticle52450.aspx
PUBLISHING CHAT AND CONTACT US TO THE INTERNET
WITH SSL
Multimedia Contact Center Chat and Contact Us support SSL on both IIS and Apache web servers
in an End-to-End SSL deployment. Due to the variance in possible deployment models for End-ToEnd SSL and the unique configurations of different corporate websites, it is the responsibility of
contact centers to determine how to best configure their own End-to-End SSL deployments. See the
MiContact Center and Business Reporter System Engineering Guide for more information on the
supported SSL deployment.
100
Enabling chat
ENABLING CHAT
The first step in enabling chat is deciding how to provide access to chat. You must determine how
chat will be offered within your corporate website and published to the Internet as well as how your
contacts access offered chat services.
During the installation of Multimedia Contact Center, the chat server CCMWa (Internal URL
http://<enterprise server>/ccmwa) and the customer-facing chat request form (default URL
http://<enterprise server>/ccmwa/chat) are installed on the Enterprise Server. Individual queues
include an Internal URL for direct access to them: http://<enterprise server>/CCMWa/chat/<queue
GUID>. The configuration and customization of your chat request forms are handled in a single
JavaScript file, chat.public.config.js.
NOTE: As of Version 8.1, it is recommended to use the chat files on the Enterprise Server rather
than hosting them on your corporate web server. For more information, see "Hosting chat files on
your corporate web server" on page 121.
Enabling chat takes place in five steps:
1. Determine how to offer chat to contacts.
Multimedia Contact Center includes a chat request form that launches chat sessions. Chat
can be offered through a chat request form that enables contacts to select a queue to which
their chat will be submitted, through a queue-specific chat request form, through activities in
an Inbound workflow, or through a user-made chat request page.
For more information, see "Determining how to offer chat" on page 102
2. Publish chat to the Internet with reverse proxies.
Reverse proxies enable /CCMWa to be published as a part of your corporate website.
For more information, see "Publishing Chat and Contact Us to the Internet using reverse
proxies" on page 100.
3. Customize your chat request forms.
Chat request forms can be customized in chat.public.config.js to display corporate branding,
show and hide different form properties, and display avatars in chat sessions.
For more information on customizing your chat request forms, see "Customizing public-facing
chat" on page 105.
4. (Optional) Customize Ignite chat and SMS agent options.
Agent options for handling chat and SMS messages can be configured to change Ignite
handling options and display avatars in chat sessions. For more information on customizing
your agent chat and SMS session in Ignite, see "Customizing Ignite chat and SMS agent
options" on page 121.
5. Integrating chat with your website.
You must determine how chat is offered through your website so that your contacts can
access it. For suggestions on how to integrate chat with your corporate website, see "Offering
chat through your corporate website" on page 131.
101
Multimedia Contact Center Installation and Deployment Guide
DETERMINING HOW TO OFFER CHAT
When setting up chat, administrators and IT administrators must decide how their contact center is
going to use the customer-facing chat page to offer chat to their contacts. The customer-facing chat
page can be modified to integrate with your organization’s website standards. All inbound chats must
route through the chat media server’s Inbound workflow without exception. By default, this workflow
is set to route chat requests using the queue selected by the customer in the chat request form.
There are four options for offering chats to your contact center:
l
By the root chat request form
l
By the queue chat queue form
l
By the Inbound workflow
l
By a user-created chat request form
NOTE: Multimedia Contact Center's chat request forms do not support Internet Explorer's
Compatibility View.
Each of these methods requires the configuration of a reverse proxy between the Enterprise Server
and your corporate website. For more information, see "Publishing Chat and Contact Us to the
Internet using reverse proxies" on page 100.
All four methods for offering chat can be used when offering chat through the Contact Us sample
contact page. For more information on using Contact Us, see "Enabling Contact Us" on page 133.
Offering chat by the root chat request form
The default CCMWa/chat root chat request form offers contacts the ability to choose the queue
destination for their chat request from all chat queues configured by a contact center. When a
contact selects a queue, by default, the root chat request form loads the queue chat request form for
that queue, displaying the Estimated Wait Time for the queue. Other queue statistics can be
optionally used as well. For more information, see "Configuring the public-facing chat JavaScript file"
on page 106.
After filling out the chat request form, contacts are routed through the default Inbound workflow using
the selected queue. Figure 3 shows the chat request form. When a contact selects a queue from the
automatically populated drop-down list of your contact center’s chat queues, they are routed through
the default Inbound workflow using the selected queue.
The root chat request form is accessible from http://<enterprise server>/ccmwa/chat. If you want to
offer it in another supported language, the format is http://<enterprise server>/ccmwa/<language
designator>/chat. For more information, see "Offering chat in different languages" on page 133.
102
Enabling chat
Figure 3: Root chat request form
Offering chat by the queue chat request form
If a contact center has multiple contact webpages for specific products or services, the contact
center may want to link to specific chat queues when offering chat. Chat queues have their own
internal and external URL that can be used to take contacts directly to a version of the chat request
form that has the queue pre-selected. Figure 4 shows the chat request form for a chat queue. The
Estimated Wait Time for the queue is also displayed in the chat request form. Other queue statistics
can be optionally added as well. For more information, see "Configuring the public-facing chat
JavaScript file" on page 106.
After filling out the chat request form, contacts are automatically routed through the Inbound
workflow by the queue ID and transferred to the appropriate queue.
A queue’s chat request form is accessible from http://<enterprise server>/ccmwa/chat/<queue
GUID>. Chat queue URLs are available from the chat queue’s entry in YourSite Explorer. If you
want to offer it in another supported language, the format is http://<enterprise
server>/ccmwa/<language designator>/chat/<queue GUID>. For more information, see "Offering
chat in different languages" on page 133.
103
Multimedia Contact Center Installation and Deployment Guide
Figure 4: Queue chat request form
Offering chat by Inbound workflow
As an alternative to offering chat to contacts by a chat request form or by links to specific chat
queues, contacts can be routed or route themselves to their destination queues using activities such
as Ask or Compare Variables in an Inbound workflow. For example, a general chat queue could be
created and the external URL could be used to present chat to contacts. Once the customer is in the
Inbound workflow, Ask activities could be used to pose questions to the customer and route them
based on the answers. When using the chat queue URL, the drop-down queue selection field is
removed from the chat request form.
To offer a chat request form with no drop-down for queue selection, simply use any of the external
URLs for one of your queues and do not route by queue ID in the Inbound workflow. For more
information about Inbound workflows, see "Applying inbound routing rules to contacts" on page 50.
To remove any queue statistics for your selected queue, update your chat request form to exclude
those features. For more information, see "Configuring the public-facing chat JavaScript file" on
page 106.
For more information on chat Inbound workflows, see "Default Chat Inbound workflow" on page 217.
For information on chat request forms for queues, see "Offering chat by the queue chat request form"
on page 103.
Offering chat by a user-created chat form
For contact centers with advanced web development resources, Multimedia Contact Center
supports user-created request or authentication pages. These chat request pages must submit name
and email to chat, and, optionally, a topic, which are populated into chat when the user-made request
page submits a chat request.
User-created chat request or authentication pages require advanced web development resources.
For more information on the requirements for user-made chat request forms, see the following
Knowledge Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52373.aspx.
104
Enabling chat
CUSTOMIZING CHAT
Chat is customized through configuring JavaScript file settings. You can configure the public-facing
chat request pages and the chat experience of your customers as well as the chat experience of
agents and supervisors using Ignite.
Chat is customized through the configuration of three different JavaScript files:
l
l
l
chat.public.config.js
See "Customizing public-facing chat" on page 105.
chat.agent.config.js
See "Customizing Ignite chat and SMS agent options" on page 121.
chat.supervisor.config.js
See "Customizing Ignite chat and SMS agent options" on page 121.
Multimedia Contact Center maintains three default version of these files:
l
Chat.ui.public.config.DEFAULT.js
l
Chat.ui.agent.config.DEFAULT.js
l
Chat.ui.supervisor.config.DEFAULT.js
During upgrades, these default files update the chat customization files with any new fields and
populates them with the default values. On every start/restart of the CCMWa application on the
Enterprise Server, if the customization files are not found, they are recreated automatically from the
default files.
CAUTION: Do not make any changes to the default chat configuration files.
NOTE:
l
l
If you are hosting your chat configuration files on your corporate web server, they will not be
automatically updated during an upgrade and must be manually upgraded.
Chat configuration must be consistent for the fields shared between the different JavaScript
files used to customize chat. If you want to use a default public Gravatar image for a queue,
for example, you must ensure that the same image is set in both chat.public.config.js and
chat.agent.config.js.
Customizing public-facing chat
Multimedia Contact Center enables contact centers to customize both the contact-facing and agentfacing chat experience.
Public customizations add options to the chat request form as well as providing avatar options for
contacts chatting with contact center agents. For information on customizing contact-facing chat
options, see "Customizing chat request forms and chat sessions" on page 106.
Agent-facing customizations modify chat and SMS handling options in Ignite and provide avatar
options for agents handling chat and SMS options. For information on customizing agent-facing chat
options, see "Customizing Ignite chat and SMS agent options" on page 121.
NOTE: Chat configuration must be consistent for the fields shared between the different JavaScript
files used to customize chat. If you want to use a default public Gravatar image for a queue, for
example, you must ensure that the same image is set in both chat.public.config.js and
chat.agent.config.js.
105
Multimedia Contact Center Installation and Deployment Guide
Customizing chat request forms and chat sessions
Chat request forms and chat sessions can be customized to match your organizational style and
provide different options to contacts. You can customize your chat offering at the contact center
level and at the level of individual queues. Chat options are configured using a single JavaScript file,
chat.public.config.js, that contains a series of JavaScript variables and properties. This file is hosted
in CCMWa’s folder on the Enterprise Server (<drive>\Program Files (x86)\Mitel\MiContact
Center\Website\CCMWa\Scripts\).
You can make the following customizations to your chat request forms and chat sessions:
l
Show or hide Estimated Wait Time, Number of Available Agents, Number of Idle Agents,
Number of Chats Waiting, and Business Hours queue statistics
l
Enable chats to be submitted after hours
l
Enable chat requests to be submitted when the queue is closed or unavailable
l
Enable chats to be submitted when there are no available agents
l
Enable Gravatar avatars
l
Add a corporate logo and customize its placement on the chat request form
l
Provide a description for the queue that appears both on the chat request form and in the
browser title bar
l
Change both the background color and if it displays as a solid color or a gradient
l
Show or hide the topic field, make topics mandatory, and set specific topic choices
l
Set up Gravatar avatars for contacts
l
Configure queue closed messages
l
Configure the LumaThreshold for light or dark icons
To customize chat request forms
l
Configure the chat JavaScript file.
See "Configuring the public-facing chat JavaScript file" on page 106.
NOTE: If you customized your chat request form in Version 7.0, your customizations will not be
retained after an upgrade to Version 8.1. For more information, see "Updating chat customization
from Version 7.0 to Version 8.1" on page 121.
Configuring the public-facing chat JavaScript file
Configuration settings for chat request forms are controlled through a single JavaScript file,
chat.public.config.js, which can be found at <drive>:\Program Files (x86)\Mitel\MiContact
Center\Website\CCMWa\Scripts.
chat.public.config.js settings can be grouped into three categories:
l
l
106
Global settings—control chat request form settings and options. These settings are applied
universally across chat request forms or are required to enable features at a queue level. Table
6 outlines the global fields.
Queue settings—control chat request form settings for the queue as well as chat session
settings for queues. Queue settings are configured in both DefaultConfig and ChatQueues
sections of chat.public.config.js. DefaultConfig settings are applied to all queues while
ChatQueues settings, available in the advanced version of the Chat.Config file, are applied to
individual specific queues. Table 7 outlines DefaultConfig and ChatQueues settings.
Enabling chat
l
Logging and connection settings—provide troubleshooting options as well as set
connection retry limits. Table 8 details the fields available for logging and connection settings.
When adding field values based on the following tables, ensure that they use correct JavaScript
formatting and punctuation. If you configure your customized chat request forms using the basic
chat.public.config.js and later decide that you want to customize the chat request form for individual
queues, you can add the ChatQueues fields to your chat.public.config.js file using a text editor.
Table 6: Global settings fields
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not Estimated Wait
Time is available to all chat request forms.
EnableEstimateWaitTime
True or
False
If set to False, the Estimated Wait Time statistic
does not display in any chat request form.
If set to True, the value configured under
ShowEstimatedWaitTime determines if
Estimated Wait Time displays or not.
This field controls whether or not Number of
Available Agents is available to all chat request
forms.
EnableNumberOfAvailableAgents
True or
False
If set to False, the Number of Available Agents
statistic does not display in any chat request
form.
If set to True, the value configured under
ShowNumberOfAvailableAgents determines if
Number of Available Agents displays or not.
This field controls whether or not Number of Idle
Agents is available to all chat request forms.
EnableNumberOfIdleAgents
True or
False
If set to False, the Number of Idle Agents
statistic does not display in any chat request
form.
If set to True, the value configured under
ShowNumberOfIdleAgents determines if
Number of Idle Agents displays or not.
107
Multimedia Contact Center Installation and Deployment Guide
Table 6: Global settings fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not Number of
Chats Waiting is available to all chat request
forms.
EnableNumberOfChatsWaiting
True or
False
If set to False, the Number of Chats Waiting
statistic does not display in any chat request
form.
If set to True, the value configured under
ShowNumberOfChatsWaiting determines if
Number of Chats Waiting displays or not
This field controls whether or not queue business
hours are available to all chat request forms
when the queue is outside of business hours.
EnableBusinessHours
True or
False
If set to False, no business hours display for the
queue when outside business hours.
If set to True, the value configured under
ShowBusinessHours determines if business
hours display or not.
This field controls whether or not contacts can
submit chat requests when no agents are
available.
EnableQueuingWhenNoAgentsLogin
True or
False
If set to False, no chat requests can be
submitted when no agents are logged in.
If set to True, the value configured under
AllowQueuingWhenNoAgentsLogin determines
if chat requests can be submitted when no
agents are logged in.
This field controls whether or not contacts can
submit chat requests outside of business hours
EnableQueuingInAfterHours
108
True or
False
If set to False, no chat requests can be
submitted outside of business hours.
If set to True, the value configured under
AllowQueuingInAfterHours determines if chat
requests can be submitted when no agents are
logged in.
Enabling chat
Table 6: Global settings fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not public users
will use avatars provided through Gravatar.
EnablePublicGravatar
True or
False
If set to True, Chat sessions will use any Public
Gravatar user image associated to the email
addresses used in the chat session.
If set to False, no Public Gravatar user images
will be used in the chat session.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
This field controls whether or not Chat will use
Gravatar for Agents.
EnableAgentGravatar
True or
False
If set to True, Chat sessions will use any
Gravatar user image associated to the email
addresses used in the chat session or the image
configured with DefaultAgentGravatarUrl.
If set to False, no agent Gravatar user images
will be used in the chat session.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
Table 7: Queue setting fields
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field enables or disables this
configuration record.
Enabled
True or
False
If you set to False, the queue’s chat form will
use the values from the default file in
<drive>\Program Files (x86)\Mitel\MiContact
Center\WebSites\CCMWa\Scripts\
Chat.ui.public.config.DEFAULT.js.
109
Multimedia Contact Center Installation and Deployment Guide
Table 7: Queue setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
QueueId (ChatQueues only)
The queue’s
GUID, such
as
‘26F1A5C3DD2C45FF-BE752BC7B8501
2D0’
The GUID for the chat queue to which you
want the associated settings to apply. You
can use YourSite Explorer to obtain a queue’s
GUID. See "Obtaining Queue GUIDs" on
page 155.
LogoImgPath
ShowLogo
QueueLabel
ShowQueueLabel
110
The path to
the logo’s
image file
True or
False
The path to the image file containing your
organization’s logo. Logo files should be
located in the following folder:
<drive>\Mitel\MiContact
Center\WebSites\CCMWa\Content\images\l
ogo
NOTE: It is recommended that you keep a
copy of your logo image file in a separate
location to prevent your logo from being lost
during an upgrade or installation in the future.
If set to True, the Logo image file specified in
LogoImgPath will display in the chat request
form.
If set to False, the Logo image file specified in
LogoImgPath will not display in the chat
request form.
The text you
want to
display as The queue label is text that will render both on
the queue’s the chat request form and in the title bar of the
label, such browser window title bar
as ‘Sales
Chat’
True or
False
If set to True, the QueueLabel will display on
the chat request form
If set to False, the QueueLabel will not display
on the chat request form.
Enabling chat
Table 7: Queue setting fields (continued)
FIELD NAME
AppendQueueLabelToPageTitle
FIELD
VALUE
True or
False
FIELD DESCRIPTION
If set to True, the QueueLabel value is added
to the html document title for the page the chat
is hosted in.
If set to False, the QueueLabel value is not
added to the html document title.
This field controls where the logo, if a logo is
used, displays.
FormatPrechatLogoToForm
True or
False
If set to True, the logo is formatted to be
centered to the form fields on the chat request
form and match the width of the fields
(approximately 220 px).
If set to False, the logo will display statically in
the top left corner of the page and its size will
not be modified.
This field controls whether or not the
background uses a gradient or solid color.
Gradient
True or
False
If set to True, the values in GradientStartColor
and GradientEndColor are used to render a
gradient background.
If set to False, the value in GradientStartColor
is used to render a solid background.
The start color for the background’s gradient or
the solid color used for the background
GradientStartColor
GradientEndColor
ShowEstimatedWaitTime
The color’s NOTE: Depending on the background color
value, such selected, the fonts and buttons/icons will
as ‘#000000’ automatically render in a dark or light form
based on the background color implemented
for optimal legibility.
The color’s
value, such The end color for a gradient background
as ‘#000000’
True or
False
Shows or hides the Estimated Wait Time
statistic on the chat form.
NOTE: EnableEstimatedWaitTime must be
set to True.
111
Multimedia Contact Center Installation and Deployment Guide
Table 7: Queue setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
Shows or hides the Number of Available
Agents statistic on the chat request form.
ShowNumberOfAvailableAgents
True or
False
If set to True and there are no available
agents, a message stating that ‘No agents are
available to answer this request’ displays in
place of the queue statistic.
NOTE: EnableNumberOfAvailableAgents
must be set to True.
ShowNumberOfIdleAgents
ShowNumberOfChatsWaiting
ShowBusinessHours
True or
False
True or
False
True or
False
Shows or hides the Number of Idle Agents
statistic on the chat request form.
NOTE: EnableNumberOfIdleAgents must be
set to True.
Shows or hides the Number of Chats Waiting
statistic on the chat request form.
NOTE: EnableNumberOfChatsWaiting must
be set to True.
Shows or hides the queue business hours on
the chat request form.
NOTE: EnableBusinessHours must be set to
True.
If set to True, chat requests can be submitted
when there are no agents logged in.
AllowQueuingWhenNoAgentsLogi
n
True or
False
If set to False, when there are not agents
logged in, contacts cannot submit chat
requests and receive the message ‘No agents
are available to answer this request’.
NOTE: EnableQueuingWhenNoAgentsLogin
must be set to True.
If set to True, chat requests can be submitted
outside of the queue’s business hours.
AllowQueuingInAfterHours
112
True or
False
If set to False, contacts are unable to submit
chat requests to a queue outside of its
business hours and receive a message which
states ‘The office is now closed, please
contact us during our office hours.’ and lists
the business hours for the queue
Enabling chat
Table 7: Queue setting fields (continued)
FIELD NAME
FIELD
VALUE
ShowTopic
True or
False
RequireTopic
Topic
True or
False
Null or the
text you
want to
display as
the topic(s)
FIELD DESCRIPTION
Show/hide the topic form field on the chat
request form
If set to True, a topic is required for a chat
request to be made.
If set to False, contacts may optionally enter
or select a topic.
If set to null, the Topic field display as a
freeform field.
If a single value is entered, the Topic field
appears as a static, non-editable value.
If a comma separated list is entered, the Topic
field appears as a drop-down list of selectable
topics.
This field is used to set the Default Public
Gravatar image to be used for contacts
without Gravatar accounts in chat sessions.
This image must be hosted on a public
website.
DefaultPublicGravatarURL
URL of
image
Images being used for the Default Public
Gravatar image must meet the following
requirements:
l
l
l
l
It must be publicly available
It must be accessible via HTTP or HTTPS
on ports 80 and 443
It must be a .jpg, .jpeg, .gif, or .png image
file
It must not include a querystring
113
Multimedia Contact Center Installation and Deployment Guide
Table 7: Queue setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field is used to set the Gravatar image to
be used for all agents in all chat sessions.
The image must be hosted on a public
website.
DefaultAgentGravatarURL
URL of
image
Images being used for the Gravatar image
must meet the following requirements:
l
l
l
l
It must be publicly available
It must be accessible via HTTP or HTTPS
on ports 80 and 443
It must be a .jpg, .jpeg, .gif, or .png image
file
It must not include a querystring.
This field is used to determine whether or not
all contacts will use the default Gravatar
image.
UseDefaultPublicGravatarForAllP
ublicUsers
True or
False
If set to True, all public users will use the
image set in DefaultPublicGravatarURL.
If set to False, users will only use the Default
Public Gravatar if they have no Gravatar
associated to their email address.
This field is used to determine whether or not
all users will use the default Gravatar image.
UseDefaultAgentGravatarForAllA
gents
True or
False
If set to True, all agents will use the image set
in DefaultAgentGravatarURL (or
DefaultSupervisorGravatarURL).
If set to False, users will only use the Default
Agent Gravatar (or Default Supervisor
Gravatar) if they have no Gravatar associated
to their email address.
GravatarSize
114
The size, in
pixels, of the This field is used to set the size of the
Gravatar
Gravatar, in pixels.
image
Enabling chat
Table 7: Queue setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not chat
requests can be submitted when the queue is
not available.
DisableChatRequestIfQueueisNot
Open
True or
False
If set to True, chat requests cannot be
submitted when the queue is closed or
unavailable.
If set to False, chat requests can be submitted
when the queue is closed or unavailable.
OutOfBusinessHoursMsg
The text you
want to
display as
the Out of
Business
Hour
message
The text entered in this field displays as the
Out of Business Hour message.
NOTE: ShowBusinessHours must be set to
True
QueueStatusDNDMsg
The text you
want to
display
The text entered in this field displays when the
when the
queue is in Do Not Disturb.
queue is in
Do Not
Disturb
QueueStatusOutOfServiceMsg
The text you
want to
display as The text entered in this field displays when the
the Status queue is Out of Service.
Out of
Service
115
Multimedia Contact Center Installation and Deployment Guide
Table 7: Queue setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not chat uses
the default chat request form.
If this field is set to True, the chat will use the
default chat request form.
UsePrechatArea
True or
False
If this field is set to False, the chat will use the
user-created chat request form specified
under PrechatDataFromUrl
For more information on configuring usermade chat request pages, see the following
KB article:
http://micc.mitel.com/kb/KnowledgebaseArti
cle52373.aspx.
If UsePrechatArea is set to False, this field
sets the URL of the user-created Prechat
form.
PrechatDataFromUrl
LumaThreshold
116
URL or
False
The luma
threshold
value
For more information on configuring usermade chat request pages, see the following
KB article:
http://micc.mitel.com/kb/KnowledgebaseArti
cle52373.aspx
This determines the threshold to determine,
based on the luma of the background color,
whether or not to use dark or light icons.
If the luma value is equal to or greater than the
specified luma threshold value, then dark
icons will be used. If the luma value is less
than the luma threshold value, light icons will
be used.
Enabling chat
Table 8: Logging and connection fields
FIELD
VALUE
FIELD NAME
FIELD DESCRIPTION
This field controls whether or not a log for
chat is available in the client’s browser.
True or
False
ChatClientSidelogging
If set to False, there is no client-side log
created.
If set to True, a client-side log is created.
NOTE: This field must have the same value
in chat.public.config.js, chat.agent.config.js,
and chat.supervisor.config.js.
This field controls how many times a mobile
The number device can attempt to connect to chat.
MobileDeviceConnectionRetryLimit
of
NOTE: This field must have the same value
connections in chat.public.config.js, chat.agent.config.js,
and chat.supervisor.config.js.
ConnectionRetryLimit
This field controls how many times a desktop
The number device can attempt to connect to chat.
of
NOTE: This field must have the same value
connections in chat.public.config.js, chat.agent.config.js,
and chat.supervisor.config.js.
ConnectionRetryIterationCount
The count
limit
This field sets the number of times a device
can attempt to connect before prompting the
user that it is unable to connect and that a
refresh will occur.
NOTE: This field must have the same value
in chat.public.config.js, chat.agent.config.js,
and chat.supervisor.config.js.
The following procedures outline how to
l
Set up public-facing chat settings using chat.public.config.js
l
Add ChatQueues fields to the chat.public.config.js file
To set up public-facing chat settings using chat.public.config.js
1. Navigate to <drive>\Program Files (x86)\Mitel\MiContact
Center\Website\CCMWa\Scripts\
2. Open chat.public.config.js in a text editor.
3. Customize your chat request form settings.
For a description of the settings and their fields, see Table 6, Table 7, and Table 8.
4. Save and close the editor.
117
Multimedia Contact Center Installation and Deployment Guide
To add ChatQueues to chat.public.config.js
1. In YourSite Explorer, obtain the queue IDs of the chat queues for which you want to
customize settings.
For more information, see "Obtaining Queue GUIDs" on page 155.
2. Open your copy of chat.public.config.js file in a text editor.
3. Locate ChatQueues: [ ] and copy and paste the following fields within ChatQueues’s
brackets:
{
Enabled: true,
QueueID: ''.
LogoImgPath: '',
ShowLogo: false,
QueueLabel: '',
ShowQueueLabel: false,
AppendQueueLabelToPageTitle: true,
FormatPrechatLogoToForm: false,
Gradient: true,
GradientStartColor: '#000000',
GradientEndColor: '#444460',
ShowEstimatedWaitTime: true,
ShowNumberOfAvailableAgents: false,
ShowNumberOfIdleAgents: false,
ShowNumberOfChatsWaiting: false,
ShowBusinessHours: true,
AllowQueuingWhenNoAgentsLogin: true,
AllowQueuingInAfterHours: false,
ShowTopic: true,
RequireTopic: true,
Topic: null,
DefaultPublicGravatarURL:'',
DefaultAgentGravatarURL:'',
UseDefaultPublicGravatarForAllPublicUsers: false,
UseDefaultAgentGravatarForAllAgents: false,
GravatarSize: 32,
DisableChatRequestIfQueueisNotOpen: true,
OutOfBusinessHoursMsg: 'Sorry but we are currently closed. Please contact us during
regular business hours.',
QueueStatusDNDMsg: 'Sorry but we are currently unavailable. Please try again later.',
118
Enabling chat
QueueStatusOutOfServiceMsg: 'Sorry but we are currently unavailable. Please try
again later',
UsePrechatArea: true,
PrechatDataFromUrl: false,
LumaThreshold:140
},
4. Customize the chat queue settings.
5. For each chat queue’s chat request form you want to customize, add the above fields. See
Figure 5 for the proper formatting.
119
Multimedia Contact Center Installation and Deployment Guide
Figure 5: DefaultConfig with ChatQueues fields
6. Save and close the text editor.
120
Enabling chat
Hosting chat files on your corporate web server
With enhancements to chat in Version 8.1, it is no longer recommended to host chat files on your
corporate web server. By default, Version 8.1 will use the configuration on the Enterprise Server. It is
recommended that you change your configuration to use chat.public.config.js located on the
Enterprise Server.
If you do continue to maintain chat files in your corporate website’s file directory, you must manually
update it with new fields and settings after every upgrade and you must enable Web.config to use an
externally hosted file.
For information on hosting chat files on your Enterprise Server and referencing hosted chat with
Contact Us, consult the Version 8.0 Multimedia Contact Center Installation and Deployment Guide
available at edocs.mitel.com.
To enabled externally hosted chat files
1. Navigate to <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites\CCMWa.
2. Open Web.config in an editor.
3. Locate UseCcmwaHostedChatPublicClientConfig and set it to false.
4. Save and close the editor.
Updating chat customization from Version 7.0 to Version 8.1
Customizations to chat done in Version 7.0 within Index.cshtml must be added to the
chat.public.config.js to preserve them in Version 7.1 and greater.
If you changed the background color in Version 7.0, make note of the colors used in the
themeBackground and themeBackgroundColor css classes in the Chat.public.css file and add them
to GradientStartColor and GradientEndColor in chat.public.config.js as appropriate after the upgrade.
If you added a logo, copy your logo image file to the <drive>\Program Files (x86)\Mitel\MiContact
Center\WebSites\CCMWa\CCMWa\Content\images\logo\ and configure the LogoImgPath,
ShowLogo, and FormatPrechatLogoToForm fields in chat.public.config.js.
For information on configuring your customization in chat.public.config.js, see "Configuring the
public-facing chat JavaScript file" on page 106.
CUSTOMIZING IGNITE CHAT AND SMS AGENT OPTIONS
Multimedia Contact Center enables contact centers to optionally modify how Ignite enables agents
to handle chat and SMS sessions in a single JavaScript file. Contact centers can also set agent
avatar options for agents in this file.
You can make the following customizations to chat and SMS sessions in Ignite:
l
Configure avatar settings for agents
l
Configure whether or not CTRL+Enter sends a message or enters a carriage return
l
l
l
Configure whether or not clicking End Your Chat ends a chat or SMS session or first prompts
agents to confirm the ending of their session
Choose to enable agents to view chats that they have not accepted or have not been offered
to them
Configure icon theme
121
Multimedia Contact Center Installation and Deployment Guide
NOTE: If you modify the default handling, it is your responsibility to inform agents of changed
handling behavior.
To customize Ignite chat and SMS sessions
l
Configure the agent and supervisor configuration JavaScript files.
See "Configuring the agent and supervisor configuration JavaScript files" on page 122.
Configuring the agent and supervisor configuration JavaScript files
Configuration settings for agent chat and SMS sessions in Ignite are controlled through two
JavaScript files located in <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\CCMWa\Scripts\:
l
chat.agent.config.js
l
chat.supervisor.config.js
Chat.agent.config.js controls agent settings in Ignite. chat.supervisor.config.js controls how chat
displays in Contact Center Client when a supervisor is previewing a chat session.
chat.agent.config.js and chat.supervisor.config.js settings can be grouped into three categories:
l
l
l
Global settings—control agent handling behavior of chat and SMS in Ignite. These settings
are applied universally or are required to enable features at a queue level. Table 9 outlines the
global fields.
Queue settings—are controlled in DefaultConfig and ChatQueues. These two sections share
the same fields. DefaultConfig fields apply the default settings for queues while ChatQueues
fields are applied to individual specific queues. Table 10 outlines DefaultConfig and
ChatQueues settings.
Logging and connection settings—provide troubleshooting options as well as enable
connection limits for devices. Table 11 outlines the logging and connection settings.
When adding field values based on the following tables, ensure that they use correct JavaScript
formatting and punctuation.
Table 9: Global setting fields
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not Chat will use
Gravatar for Agents.
EnableAgentGravatar
If set to True, Chat sessions will use any
Gravatar user image associated to the email
addresses used in the chat session or the image
True or False configured with DefaultAgentGravatarUrl.
If set to False, no agent Gravatar user images
will be used in the chat session.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
122
Enabling chat
Table 9: Global setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not Chat will use
Gravatar for Agents.
EnableSupervisorGravatar
If set to True, Chat sessions will use any
Gravatar user image associated to the email
addresses used in the chat session or the image
True or False configured with DefaultAgentGravatarUrl.
If set to False, no agent Gravatar user images
will be used in the chat session.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
This field controls whether or not Chat will use
Public Gravatar for agents.
EnablePublicGravatar
If set to True, Chat sessions will use any Public
Gravatar user image associated to the email
addresses used in the chat session or the image
True or False configured with DefaultAgentGravatarUrl.
If set to False, no Public Gravatar user images
will be used in the chat session.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
This field controls whether or not CTRL+Enter
enters a carriage return or sends a message in
Ignite.
UseCtrlEnterForGlobalSend
True or False
If set to True, in a Chat or SMS session in Ignite,
pressing CTRL+Enter sends a message and
pressing Enter adds a carriage return.
If set to False, CTRL+Enter will add a carriage
return and Enter will send a message.
123
Multimedia Contact Center Installation and Deployment Guide
Table 9: Global setting fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field controls whether or not agents will be
prompted to confirm the closing of a chat or
SMS session.
EnableAgentPromptForEnd
Conversation
If set to True, when the End Your Chat button is
True or False pressed, agents will be prompted to confirm that
they want to close the current chat or SMS
session.
If set to False, when the End Your Chat button is
pressed, the chat or SMS session closes.
This field controls whether or not agents will be
prompted to confirm the closing of a chat or
SMS session.
EnableSupervisorPromoptFor
EndConversation
If set to True, when the End Your Chat button is
True or False pressed, agents will be prompted to confirm that
they want to close the current chat or SMS
session.
If set to False, when the End Your Chat button is
pressed, the chat or SMS session closes.
Table 10: DefaultConfig and ChatQueues fields
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field enables or disables this
configuration record.
Enabled
124
True or
False
If you set to False, the queue’s chat
form will use the values from the
default file in <drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\CCMWa\Scripts\
Chat.ui.agent.config.DEFAULT.js
or
Chat.ui.supervisor.config.DEFAUL
T.js.
Enabling chat
Table 10: DefaultConfig and ChatQueues fields (continued)
FIELD NAME
FIELD
VALUE
QueueId (ChatQueues only)
The queue’s
GUID,
such as
‘26F1A5C3DD2C45FFBE752BC7B850
12 D0’
FIELD DESCRIPTION
The GUID for the chat queue to
which you want the associated
settings to apply. You can use
YourSite Explorer to obtain a
queue’s GUID. See "Obtaining
Queue GUIDs" on page 155.
This field is used to set the Gravatar
image to be used for all agents in all
chat sessions.
The image must be hosted on a
public website.
Images being used for the Gravatar
image must meet the following
requirements:
DefaultAgentGravatar
URL
URL of
image
l
l
l
l
It must be publicly
available
It must be accessible via
HTTP or HTTPS on ports
80 and 443
It must be a .jpg, .jpeg,
.gif, or .png image file
It must not include a
querystring.
125
Multimedia Contact Center Installation and Deployment Guide
Table 10: DefaultConfig and ChatQueues fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field is used to set the Gravatar
image to be used for all agents in all
chat sessions.
The image must be hosted on a
public website.
Images being used for the Gravatar
image must meet the following
requirements:
DefaultSupervisor
GravatarURL
URL of
image
l
l
l
l
It must be publicly
available
It must be accessible via
HTTP or HTTPS on ports
80 and 443
It must be a .jpg, .jpeg,
.gif, or .png image file
It must not include a
querystring.
This field is used to set whether or
not all users will use the default
Gravatar image.
UseDefaultAgent
GravatarForAllAgents
True or
False
If set to True, all agents will use the
image set in
DefaultAgentGravatarURL (or
DefaultSupervisorGravatarURL).
If set to False, users will only use
the Default Agent Gravatar (or
Default Supervisor Gravatar) if they
have no Gravatar associated to their
email address.
126
Enabling chat
Table 10: DefaultConfig and ChatQueues fields (continued)
FIELD NAME
FIELD
VALUE
FIELD DESCRIPTION
This field is used to set whether or
not all users will use the default
Gravatar image.
UseDefaultSupervisorGravatarForAllSupervi
sors
True or
False
If set to True, all agents will use the
image set in
DefaultAgentGravatarURL (or
DefaultSupervisorGravatarURL).
If set to False, users will only use
the Default Agent Gravatar (or
Default Supervisor Gravatar) if they
have no Gravatar associated to their
email address.
This field is used to set whether or
not all contacts will use the default
Gravatar image.
UseDefaultPublicGravatarFor
AllPublicUsers
True or
False
If set to True, all public users will
use the image set in
DefaultPublicGravatarURL.
If set to False, users will only use
the Default Public Gravatar if they
have no Gravatar associated to their
email address.
GravatarSize
The size, in
pixels, of
the
Gravatar
image
PeekModeAllowed
True or
False
This field controls whether or not
agents can view chats that they
have not accepted or have not been
offered.
Light or
Dark
IconTheme determines if the icons
appear as light or dark, to better suit
the selected background color. The
IconTheme value can be Light or
Dark.
IconTheme
This field is used to set the size of
the Gravatar, in pixels.
127
Multimedia Contact Center Installation and Deployment Guide
Table 11: Logging and connection fields
FIELD
VALUE
FIELD NAME
FIELD DESCRIPTION
This field controls whether or not a log for chat
is available in the client’s browser.
True or
False
ChatClientSidelogging
If set to False, there is no client-side log
created.
If set to True, a client-side is created.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
The
number of
MobileDeviceConnectionRetryLimit
connection
attempts
ConnectionRetryLimit
ConnectionRetryIterationCount
The
number of
connection
attempts
The count
limit
This field controls how many times a mobile
device can attempt to connect to chat.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
This field controls how many times a desktop
device can attempt to connect to chat
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
This field sets the number of times a device
can attempt to connect before prompting the
user that it is unable to connect and that a
refresh will occur.
NOTE: This field must have the same value in
chat.public.config.js, chat.agent.config.js, and
chat.supervisor.config.js.
After customizing your agent chat and SMS sessions, your changes will be applied to Ignite.
The following procedures outline how to:
l
Set the agent chat and SMS settings using chat.agent.config.js
l
Add ChatQueues fields to chat.agent.config.js
l
Set the supervisor settings using chat.supervisor.config.js
l
Add ChatQueues fields to chat.supervisor.config.js
chat.supervisor.config.js must have the same settings configured as chat.agent.config.js. For
agent-specific fields such as DefaultAgentGravatarURL, add the value to the supervisor-specific
equivalent, such as DefaultSupervisorGravatarURL.
128
Enabling chat
To set the agent chat and SMS settings using chat.agent.config.js
1. On the Enterprise Server, navigate to <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\Ccmwa\Scripts.
2. Open chat.agent.config.js in a text editor.
3. Customize your agent chat settings.
For a description of the settings and their fields, see Table 9, Table 10, and Table 11.
4. Save and close the editor.
To add ChatQueues fields to chat.agent.config.js
1. In YourSite Explorer, obtain the queue IDs of the chat queues for which you want to
customize settings.
For more information, see "Obtaining Queue GUIDs" on page 155.
2. Open chat.agent.config.js in a text editor.
3. Locate ChatQueues:[ ] and copy and paste the following fields within ChatQueues’s brackets.
See Figure 6 for the proper formatting.
{
Enabled: true,
QueueId: ‘’,
DefaultAgentGravatarURL: encodeURIComponent
(window.ccmwa.shared.getCCMWaBaseUrl() +
'/content/images/gravatar/defaultagent.png'),
UseDefaultAgentGravatarForAllAgents: false,
GravatarSize: 32,
PeekModeAllowed: true,
IconTheme: 'Dark'
},
129
Multimedia Contact Center Installation and Deployment Guide
Figure 6: chat.agent.config.js formatting
4. Customize your ChatQueues field settings.
For a description of the settings and their fields, see Table 10.
5. For each additional queue you want to configure agent Ignite settings for, repeat steps 2-3.
6. Save and close the text editor.
To set the supervisor settings using chat.supervisor.config.js
1. On the Enterprise Server, navigate to <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\Ccmwa\Scripts.
2. Open chat.supervisor.config.js in a text editor.
3. Customize your supervisor chat settings.
For a description of the settings and their fields, see Table 9, Table 10, and Table 11.
4. Save and close the editor.
To add ChatQueues fields to chat.supervisor.config.js
1. In YourSite Explorer, obtain the queue IDs of the chat queues for which you want to
customize settings.
For more information, see "Obtaining Queue GUIDs" on page 155.
2. Open chat.supervisor.config.js in a text editor.
3. Locate ChatQueues:[ ] and copy and paste the following fields within ChatQueues’s brackets.
See Figure 7 for the proper formatting.
{
Enabled: true,
QueueId: ‘’,
DefaultSupervisorGravatarURL:'',
130
Enabling chat
DefaultPublicGravatarURL: '',
UseDefaultSupervisorGravatarForAllSupervisors: false,
UseDefaultPublicGravatarForAllPublicUsers: false,
GravatarSize: 32,
PeekModeAllowed: true,
IconTheme: 'Dark'
},
Figure 7: chat.supervisor.config.js formatting
4. Customize your ChatQueues field settings.
For a description of the settings and their fields, see Table 10.
5. For each additional queue you want to configure agent Ignite settings for, repeat steps 3-4.
6. Save and close the text editor.
OFFERING CHAT THROUGH YOUR CORPORATE WEBSITE
A contact center can offer chat through a number of means on their corporate website. Some
suggested methods for offering chat include:
l
l
l
Offering chat via a basic hyperlink
See "Offering chat via a basic hyperlink" on page 132.
Offering chat via a containing page
See "Offering chat in a containing page in your own site" on page 132.
Offering chat via a pop-up window
See "Offering chat in a pop-up window" on page 132.
131
Multimedia Contact Center Installation and Deployment Guide
Multimedia Contact Center includes sample files demonstrating these suggested methods. Samples
can be found in <drive>:\Program Files (x86)\Mitel\MiContact Center\Support\BasicSamples.
Offering chat via a basic hyperlink
In this method, a link is offered to the default CCMWa/chat on the Enterprise Server. Contacts
clicking the link open the chat request page. With this method, you link to the default reverse proxied
chat application on CCMWa.
NOTE: If a subdomain is being used to access chat, such as chat.example.com, consult the
following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52440.aspx.
The following HTML is an example of offering chat to a specific queue via a basic hyperlink in a page
in your own website.
<!DOCTYPE html>
<html xmlns="http://www.w3.org/1999/xhtml">
<head>
<title>Basic Chat</title>
</head>
<body>
<a href="http://localhost:8082/ccmwa/en-CA/chat/26F1A5C3-DD2C-45FF-BE752BC7B85012D0">chat now</a>
</body>
</html>
Offering chat in a containing page in your own site
In this method, the CCMWa/Chat is rendered within an HTML page on your own site. This can be
done by rendering CCMWa/Chat within the body of the page or within a container on the page.
For an example of chat embedded within the body of a webpage, with usable HTML and JavaScript,
see chat.basic.embedAsPage.html in <drive>:\Program Files (x86)\Mitel\MiContact
Center\Support\BasicSamples. Adjust as needed to match your storage of scripts and chat queue
GUIDs.
For an example of chat embedded within the body of a webpage as a widget, with usable HTML and
JavaScript, see chat.basic.embedAsWidget.html in the Samples folder at <drive>:\Program Files
(x86)\Mitel\MiContact Center\Support\BasicSamples. Adjust as needed to match your storage of
scripts and chat queue GUIDs.
NOTE: If you use these HTML, do not modify the variable names for queueId or targetContainer. Do
not modify the name or value of the hdr variable. Doing so will cause issues for rendering the chat
session.
Offering chat in a pop-up window
Chat can be offered through a pop-up window. For an example of how to offer chat in a pop-up
window, see chat.basic.popup.html in the Samples folder at <drive>:\Program Files
(x86)\Mitel\MiContact Center\Support\BasicSamples. Adjust as needed to match your storage of
scripts and chat queue GUIDs.
132
Enabling Contact Us
Offering chat in different languages
Different language versions of the chat request form can be accessed by adding the language
designator between /CCMWa/ and /chat. For example, the French Canadian chat request form
would be accessed through http://<enterprise server>/ccmwa/fr-CA/chat. Table 12 below contains a
list of the different supported languages and the corresponding designator.
Table 12: Language designators
LANGUAGE
DESIGNATORS
Simplified Chinese
zh-CN
Dutch
nl-NL
English (US)
en-US
English (UK)
en-GB
French (Canadian)
fr-CA
French (France)
fr-FR
German
de-DE
Italian
it-IT
Norwegian
nb-NO
Portuguese (Brazilian)
pt-BR
Russian
ru-RU
Spanish (Latin American)
es-CL
Spanish (Spain)
es-ES
Swedish
sv-SE
ENABLING CONTACT US
Contact Us is Multimedia Contact Center’s contact tool for contact center corporate websites,
presenting access to queues grouped by business lines. Designed to integrate into existing
corporate websites, Contact Us can be customized to reflect an organization’s specific service
groups or business lines and their corresponding queues. Like chat, Contact Us uses CCMWa, a
web application installed on the Enterprise Server at http://<Enterprise Server IP Address>/CCMWa
to route contacts to your multimedia queues.
The WickedTix sample website included with Multimedia Contact Center showcases an integration
of Contact Us within a corporate website. For more information, see "Corporate Website Example:
WickedTix" on page 140. There is also a basic sample website included called BasicSamples,
focusing on basic Chat and Contact Us integrations, available in the Samples folder at
<drive>:\Program Files (x86)\Mitel\MiContact Center\Support\BasicSamples.
133
Multimedia Contact Center Installation and Deployment Guide
Figure 8 displays Contact Us. By default, all the business lines display as collapsed, showing only
the business line name and hours. The footer of Contact Us contains a link that can be configured to
send customers to relevant information concerning the contact center.
Figure 8: Contact Us
When clicked, a business line expands to display the queues configured with it. You can configure
the specific contact information for each queue so that customers can contact the business line by
that media type. (See Figure 9.)
134
Enabling Contact Us
Figure 9: Contact Us (Expanded)
Contact Us can also be configured to use a horizontal display of business lines and their queues.
See Figure 10.
135
Multimedia Contact Center Installation and Deployment Guide
Figure 10: Contact Us (horizontal)
In Contact Us, each queue media icon can be configured to launch a contact session. Icons can be
disabled and greyed out or hidden if that media type is not applicable to a business line. Clicking the
phone icon will make a call if the device is able to make calls. Clicking an email icon will either
launch an email form (see Figure 11) or, if the customer is using a mobile device, it will open the
phone’s email application with the icon’s configured email address in the To: field.
136
Enabling Contact Us
Figure 11: Email Us form
Clicking a chat icon launches a chat session with the configured chat queue. Clicking an SMS icon
launches an SMS form (see Figure 12) or, if the customer is using a mobile device, it will open the
phone’s SMS application with the icon’s configured SMS number. When the customer clicks Send
on the form, an SMS will be send to the queue by Contact Us with the customer’s number.
137
Multimedia Contact Center Installation and Deployment Guide
Figure 12: SMS form
If the contact center is licensed for IVR, the web callback icon can be configured to submit callback
requests for customers. When clicked, a web callback request form is opened for customers to fill in
callback details and submit a callback request. Figure 13 shows the options in the web callback
form. For more information on web callbacks, see the MiContact Center Installation and
Administration Guide.
138
Enabling Contact Us
Figure 13: Web callback
DETERMINING HOW TO OFFER CONTACT US
When implementing Contact Us, you must determine how you want to offer Contact Us. Contact Us
is a flexible tool that can be offered to contact center customers in multiple separate instances, as
either a standalone webpage in a corporate website or as an integration within an existing webpage.
Depending on the method for integrating Contact Us, you will be required to configure different
Contact Us files and decide how to host them.
139
Multimedia Contact Center Installation and Deployment Guide
Contact Us has several samples available to help guide decisions on how to offer Contact Us. For
basic deployments, see the files available within <drive>:\Program Files (x86)\Mitel\MiContact
Center\Support\BasicSamples. These include a sample file showing Contact Us as a standalone
webpage and a file showing Contact Us embedded as a slider. For an example of a more integrated
deployment of Contact Us, Multimedia Contact Center includes a sample website, WickedTix,
which provides an example implementation of Contact Us. WickedTix files are available in
<drive>:\Program Files (x86)\Mitel\MiContact Center\Support\WickedTix. For more information on
WickedTix, see "Corporate Website Example: WickedTix" on page 140.
Corporate Website Example: WickedTix
WickedTix is an example corporate webpage integrated with Multimedia Contact Center. Contact
Us has been added as a slider on the right side of the page. Figure 14 shows the webpage with the
Contact Us tab. When clicked, it expands and offers customers the contact options for the
company. Figure 14 shows the expanded slider. WickedTix can be found at <drive>:\Program Files
(x86)\Mitel\MiContact Center\Support\WickedTix.
The main WickedTix landing page shows Contact Us integrated in the horizontal mode within a
targeted container within the page. Other pages in the site integrate Contact Us using the vertical
layout, auto-centering it within the viewable area of the page. Figure 14 shows WickedTix with
Contact Us expanded.
Figure 14: WickedTix with open slider
140
Enabling Contact Us
IMPLEMENTING CONTACT US
After having decided how to offer Contact Us, Contact Us can be configured and implemented.
Contact Us is implemented using a single script reference to render it and another to configure the
queues and media types. Additional customization can be made using a CSS stylesheet.
To implement Contact Us
1. Configure your business lines and queues for Contact Us.
Contact Us uses a JavaScript file, contactus.config.js, to manage business line and queue
information.
Configurations can be reused if you want to show the same contact options on multiple pages
(or a single configuration referenced in a header/footer, for example). A separate configuration
file is required for any alternate configurations you want to render, where the contact options
are different.
See "Configuring your business lines and queues for Contact Us" on page 141.
2. Configure Contact Us style.
Contact Us uses CSS to implement its styling. All of the visual components are set by
ContactUs.css in <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\Ccmwa\Content. You can copy this file and host it in your own website with
any style modifications.
See "Configuring Contact Us style" on page 148.
3. Configure the email form with Exchange
This step is only required if your mail server uses Exchange.
See "Configuring the email form with Exchange" on page 149.
4. Host Contact Us files on your corporate web server (optional)
If you are using multiple configuration files for Contact Us, you must host them externally on
your corporate web server and then enable Contact Us to use the external files.
See "Hosting Contact Us files on your corporate web server" on page 149.
5. Add Contact Us to your corporate website.
Add the necessary files to your corporate website’s web directory on the web server and add
the JavaScript references to add Contact Us as either a standalone webpage or embedded
within an existing corporate webpage.
See "Adding Contact Us to your corporate website" on page 150.
Configuring your business lines and queues for Contact Us
Business line and queue information, as well as the settings for how Contact Us displays, are set in
the JavaScript file contactus.config.js. This file can be found at <drive>:\Program Files
(x86)\Mitel\MiContact Center\WebSites\Ccmwa\Scripts.
If you intend to offer multiple instances of Contact Us on your corporate website with different
business line and queue information, you will require multiple copies of contactus.config.js. Copies
of contactus.config.js can be renamed and stored in different locations, but script references to
Contact Us must be updated to renamed file in the script reference’s parameters. For more
information, see "Adding Contact Us to your corporate website" on page 150.
141
Multimedia Contact Center Installation and Deployment Guide
Business line or service group sections can be added or removed and the available media types for
each of these sections can be modified. The media type layout is fluid so that if one media type icon
is removed, the others flow together.
The following procedures describe how to:
l
Configure the header and footer
l
Hide the header or footer
l
Apply a light or dark icon theme
l
Use the horizontal Contact Us layout
l
Configure contactus.config.js with business lines and media types
l
l
Remove media types from a service group or business line in an instance of
contactus.config.js
Configure logging and connection options
To configure the header and footer
1. Open the instance of contactus.config.js in a text editor.
2. Locate the field HeaderHTML.
3. Replace field’s content with your header content.
4. Locate the field FooterHTML.
5. Replace the field’s content with your footer content.
6. Save and close the text editor.
To hide the header or footer
1. Open the instance of contactus.config.js in a text editor.
2. If you want to hide the header, locate the line ShowHeader: true and set it to false.
3. If you want to hide the footer, locate the line ShowFooter: true and set it to false.
4. Save and close the text editor.
To use a light or dark icon theme
1. Open the instance of contactus.config.js in a text editor.
2. If you want a light icon theme, locate the line IconTheme and set it to Light.
3. If you want a dark icon theme, locate the line IconTheme and set it to Dark.
4. Save and close the text editor.
To use the horizontal Contact Us layout
1. Open your instance of contactus.config.js in an editor.
2. Set UseVerticalBusinessLinesFirst to true.
3. Save and close the editor.
142
Enabling Contact Us
To configure contactus.config.js with business lines and media types
1. Open the instance of contactus.config.js in a text editor.
2. Replace the existing values in the service group/business line fields.
See Table 13 for a description of each field.
See Figure 15 for a labeled diagram of what fields correspond to which elements in Contact
Us.
Table 13: Business Line fields
CONTACTUS.CONFIG.JS FIELDS
DESCRIPTION
BusinessLineName
The name of the business line or service group
HoursOfOperation
UnifiedQueueIdOrNameOrReporting
EstimatedWaitTimeLabel
ShowIconCaptions
MediaTypes
The hours of operation for the contact center
handing the queues for this business line or
service group
The service group/business line’s Unified
Queue Group GUID, Name, or Reporting
Number
The Estimated Wait Time label text that
displays when a mouse hovers over
If True, Contact Us will display the caption
configured in Caption. If False, it hides the
caption
The supported media types that display in the
business line or service group
143
Multimedia Contact Center Installation and Deployment Guide
Figure 15: Contact Us contactus.config.js fields
3. Under MediaTypes, configure the MediaTypes fields to correspond to the queues for your own
service groups or business lines.
See Table 14 for a description of each field.
See Figure 15 for a labeled diagram of what fields correspond to which elements in Contact
Us.
Table 14: MediaTypes fields
CONTACT.CONFIG.JS FIELDS
FUNCTION
Controls whether or not the media type can be
interacted with
Enabled
l
l
OnMouseHoverMessage
144
If set to True, the media type’s icon and text
are clickable
If set to False, the icon is greyed out and
cannot be interacted with
The text that displays when a mouse hovers
over an icon
Enabling Contact Us
Table 14: MediaTypes fields (continued)
CONTACT.CONFIG.JS FIELDS
FUNCTION
The CSS class used for the media type. By
default these are:
CssClass
Caption
ContactDisplayInfo
l
Voice: lobMediaTypePhone
l
Chat: lobMediaTypeChat
l
Email: lobMediaTypeEmail
l
Callback: lobMediaTypeCallback
l
SMS: lobMediaTypeSms
The caption text. Used in conjunction with
ShowIconCaptions.
The text displaying the contact information for
the queue, such as email address or phone
number
The type of icon used for this media type.
Supported icon values are:
Icon
l
Phone
l
Chat
l
Email
l
SMS
l
Callback
The queue’s GUID
QueueIdOrNameOrReporting
This unique identifier enables Contact Us to
identify this Contact Us queue with a queue on
the media server
For instructions on how to obtain a queue's
GUID, see "Obtaining Queue GUIDs" on page
155.
The queue’s dialable phone number, email
address, chat queue external URL, or
SMS number.
NOTE:
ClickToContactInfo
l
l
Phone numbers and SMS numbers must be
entered with no spaces or other characters
If you enter the external URL for
CCMWa/chat instead of an external URL for
a queue, then no chat Estimate Wait Time
will display as no queue has been selected.
145
Multimedia Contact Center Installation and Deployment Guide
Table 14: MediaTypes fields (continued)
CONTACT.CONFIG.JS FIELDS
FUNCTION
The type of media. The Handler can be:
Handler
l
Call
l
Chat
l
Email
l
SMS
l
Callback
NOTE: It is not recommended to change or
edit this field, unless you are adding or
removing an entire media type.
The protocols your business can support for
the media type contact mechanism. Protocols
can be added for voice queues. The following
protocols are supported:
SupportedProtocols
Voice:
l
‘tel’ – calls the number configured in
ClickToContactInfo using the telephone
application
It is not recommended to change or edit this
field, unless you are adding or removing an
entire media type.
EwtPrefix
If the media type is voice, email, chat, or SMS,
set EwtPrefix value to “ewt”
If the media type is callback, set the EwtPrefix
value to “ewt_wcb”
4. Save and close the text editor.
146
Enabling Contact Us
To add media types to a service group or business line in an instance of contactus.config.js
1. Open the instance of contactus.config.js in a text editor.
2. If the media type is email, chat, SMS, or callback, locate the service group or business line’s
section in contactus.config.js and add the following under MediaType:
Enabled: true,
OnMouseHoverMessage: "",
CssClass: "",
Caption: "",
ContactDisplayInfo: "",
Icon: "",
QueueIdOrNameOrReporting: "",
ClickToContactInfo: "",
Handler: “"
EwtPrefix: “"
},
3. If the media type is voice, locate the service group or business line’s section in
contactus.config.js and add the following under MediaType:
Enabled: true,
OnMouseHoverMessage: "",
CssClass: " lobMediaTypePhone ",
Caption: "",
ContactDisplayInfo: "",
Icon: "",
QueueIdOrNameOrReporting: "",
ClickToContactInfo: "",
SupportedProtocols “tel”,
Handler: “Call"
EwtPrefix: “ewt"
},
4. Configure the fields.
5. Save and close the editor.
147
Multimedia Contact Center Installation and Deployment Guide
To remove media types from a service group or business line in an instance of contactus.config.js
1. Open the instance of contactus.config.js in a text editor.
2. To remove a media type, delete that media type’s lines from under MediaTypes,
To delete chat, for example, you would delete the following lines:
{
Enabled: true,
OnMouseHoverMessage: "Chat with Sports Support",
CssClass: "lobMediaTypeChat",
Caption: "Chat",
ContactDisplayInfo: "",
Icon: "Chat",
QueueIdOrNameOrReporting: "d596e70f-526d-4c94-aa86-faa0e8bdb9db",
ClickToContactInfo: "http://localhost/ccmwa/chat/d596e70f-526d-4c94-aa86faa0e8bdb9db",
SupportedProtocols:"",
Handler: "Chat",
EwtPrefix: "ewt"
},
3. Save and close the text editor.
To configure logging and connection options
1. Open the instance of contactus.config.js in an text editor.
2. After ClientSidelogging, type True if you want to enable a log for Contact Us to be available
in the client’s browser.
3. After ConnectionRetryLimit, set the number of times a desktop device can attempt to
connect to Contact Us.
4. After MobileDeviceConnectionRetryLimit, set the number of times a mobile device can
attempt to connect to Contact Us.
5. After ConnectionRetryIterationCount, set the number of times a device can attempt to
connect before prompting the user that it is unable to connect and that a refresh will occur.
6. Save and close the text editor.
Configuring Contact Us style
Optionally, you can alter the style of Contact Us to match your corporate website’s style. By default,
Contact Us uses ContactUs.css, located at <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\Ccmwa\Content. This default stylesheet can be customized and have multiple
copies made of it for use with different instances of Contact Us. If custom instances of
ContactUs.css are being used, JavaScript references to Contact Us require parameters specifying
the .css file’s location. For more information, see "Adding Contact Us to a webpage" on page 150
and "Adding Contact Us with the default slider" on page 152.
If Contact Us is to be integrated within an existing corporate webpage, CSS can be overridden
Contact Us’s stylesheet and use the webpage’s CSS stylesheet instead.
148
Enabling Contact Us
NOTE:
l
l
It is recommended to only configure colors and fonts. Changing other stylesheet settings,
such as icons, may impact Contact Us functionality.
Copies of ContactUs.css can be stored in different folders, but must keep the name
ContactUs.css.
To configure Contact Us to use the integrated webpage’s CSS
1. On your Enterprise Server, navigate to <drive>:\Program Files (x86)\Mitel\MiContact
Center\WebSites\Ccmwa\Content.
2. Create a copy of ContactUs.css and add it to a folder within your website.
3. Update ContactUs.css to match your site’s style.
4. Add a reference to the copy of ContactUs.css in your JavaScript call to MiccContactUs.js or
MiccSideSlider.js.
For information, see "Adding Contact Us to a webpage" on page 150 and "Adding Contact Us
with the default slider" on page 152.
Configuring the email form with Exchange
The email form automatically uses the email media server’s mail server configured in YourSite
Explorer to submit emails to queues. To ensure Exchange uses the customer-entered email address
in the form for responses and not the email mail server or queue email address, you must disable
Outgoing SMTP Authentication in YourSite Explorer and configure authentication on the Exchange
server.
For instructions on the specific Exchange configuration, see the following Mitel Knowledge Base
article: http://micc.mitel.com/kb/KnowledgebaseArticle52062.aspx.
To disable Outgoing SMTP Authentication
1. Click Multimedia=>Mail server.
2. Select the Exchange mail server and click the Outgoing tab.
3. Under Outgoing Logon Information, clear SMTP Authentication Required.
4. Click Save.
Hosting Contact Us files on your corporate web server
By default, Contact Us uses files hosted on the Enterprise Server. If you are using multiple
contactus.config.js files for different business lines, you will need to host them externally on your
corporate web server.
You can store Contact Us JavaScript and CSS files on your corporate web server within the
corporate website’s directory. Files stored within your website’s directory on your corporate web
server can be located anywhere within the directory at your discretion. If you store Contact Us files
on your corporate web server, you must manually update your files with any new fields and settings
after every upgrade.
149
Multimedia Contact Center Installation and Deployment Guide
To enabled externally hosted Contact Us files
1. Navigate to <drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites\CCMWa.
2. Open Web.config in an editor.
3. Locate UseCcmwaHostedContactUsClientConfig and set it to false.
4. Save and close the editor.
Adding Contact Us to your corporate website
Contact Us can be offered from your corporate website through a number of different methods.
Multimedia Contact Center includes a preconfigured JavaScript file that renders Contact Us in the
specified container on a webpage. This can be used to render Contact Us as a standalone webpage,
embed Contact Us within a page, or render Contact Us in a pop-up or slider. For more information,
see "Adding Contact Us to a webpage" on page 150.
For integrations with existing webpages, Multimedia Contact Center includes a preconfigured
JavaScript slider containing Contact Us that can be added to your webpages. For more information,
see "Adding Contact Us with the default slider" on page 152.
For either resource, you must decide whether you want to host Contact Us’s JavaScript files and
CSS files on your corporate web server within the corporate website’s directory or store the files
within CCMWa on the Enterprise Server. Files stored within your website’s directory on your
corporate web server can be located anywhere within the directory at your discretion.
NOTE: Optionally, you can store Contact Us JavaScript and CSS files on your corporate web server
within the corporate website’s directory. Files stored within your website’s directory on your
corporate web server can be located anywhere within the directory at your discretion. If you store
Contact Us files on your corporate web server, you must manually add new fields to the files after
every upgrade.
Ensure that you specify the locations in the script reference parameters discussed in "Adding
Contact Us to a webpage" on page 150 and "Adding Contact Us with the default slider" on page 152.
Adding Contact Us to a webpage
Contact Us can be offered using a script reference. Multimedia Contact Center includes a
JavaScript file, MiccContactUs.js, to render Contact Us within an optional target on a webpage. If
you want to render Contact Us as a stand-alone webpage, create an empty HTML file and add a
reference to this script. For an example of this implementation, see contact.basic.stacked.html or
contact.basic.horizontal.html in <drive>:\Program Files (x86)\Mitel\MiContact
Center\Support\BasicSamples.
By default, this script uses the default contactus.config.js and ContactUs.css. To use different
business lines’ contactus.config.js files or CSS files with MiccContactUs.js, different parameters
can be added to the script reference. The following is an example of a MiccContactUs script with all
parameters applied to the script reference.
<script
src="ccmwa/scripts/micccontactus.js?embedded=false&target=contactus&vmode=false&c
sspath=assets/css/&jspath=assets/js/&config= contactus.config "></script>
Table 15 describes the different parameters
150
Enabling Contact Us
Table 15: MiccContactUs.js parameters
PARAMETER
NAME
PARAMETER
VALUE
DEFAULT VALUE
PARAMETER DESCRIPTION
Controls whether or not Contact Us
will embed itself in the container
specified with the target parameter.
embedded
True or False
False
If set to True, Contact Us will be
embedded in the target.
If set to False, Contact Us renders
within the body of the page in the
upper-left corner.
target
The ID attribute
of the target
Sets the target in which Contact Us
renders.
none
If the target is not present or empty,
the Contact Us will render as the last
item on the page.
Controls whether or not Contact Us
renders in the standard display or the
horizontal display.
If set to True, Contact Us renders in
the default display.
vmode
True or False
True
If set to False, Contact Us renders in
the horizontal display.
NOTE: vmode overrides the value set
in UseVerticalBusinessLinesFirst in
contactus.config.js.
csspath
jspath
File path
<drive>:\Program
Files
(x86)\Mitel\MiContact
Center\WebSites\
Ccmwa\Content\
Path to ContactUs.css. If left blank
or excluded, the default
ContactUs.css in <drive>:\Program
Files (x86)\Mitel\MiContact
Center\WebSites\Ccmwa\Content is
used.
Folder path
<drive>:\Program
Files
(x86)\Mitel\MiContact
Center\WebSites\
Ccmwa\Scripts\
Path to folder containing
contactus.config.js. If left blank or
excluded, the default folder will be
used.
Path to the contactus.config.js file to
be used with Contact Us.
config
File path
contactus.config.js
If left blank, the default
contactus.config.js file in the folder
specified in jspath will be used.
151
Multimedia Contact Center Installation and Deployment Guide
There are various other integration options based on a combination of the parameters used and what
kind of container is targeted. For more information, see the basic samples website located in
<drive>:\Program Files (x86)\Mitel\MiContact Center\Support\BasicSamples. The following
procedure details how to configure Contact Us as a standalone webpage. It assumes that you have:
l
Added your business lines and queues to a copy of contactus.config.js
l
Optionally updated the style in ContactUs.css
l
Placed your JavaScript and CSS files in the desired location on either the Enterprise Server or
corporate web server.
To configure Contact Us as a stand-alone webpage
1. Open the webpage in which you want to render standalone Contact Us with an editor.
2. Add the following script reference to the Body:
<script src="ccmwa/scripts/micccontactus.js"></script>
3. If you are using JavaScript and CSS files other than the defaults, update the script reference
with parameters indicating the file locations.
For information on MiccContactUs.js parameters, see Table 15.
4. Save and close the text editor.
Adding Contact Us with the default slider
Contact Us can be added to your corporate webpages as a slider using MiCCSideSlider.js. By
default, MiccSideSlider.js renders Contact Us as a slider on the right-hand side of your webpage,
centered in the viewable area. The default MiccSideSlider can be added to your existing corporate
webpage by adding the following script within the body of your webpage.
<script src="ccmwa/scripts/miccsideslider.js"></script>
By default, MiccSideSlider.js uses the default contactus.config.js located at <drive>:\Program Files
(x86)\Mitel\MiContact Center\WebSites\Ccmwa\Scripts and the default ContactUs.css located at
<drive>:\Program Files (x86)\Mitel\MiContact Center\WebSites\Ccmwa\Content.
To use different business lines’ contactus.config.js files or CSS files with MiccSideSlider, different
parameters can be added to the script reference. The following is an example of a MiccSideSlider
with all parameters applied to the script reference as guidance for formatting:
<script
src="ccmwa/scripts/miccsideslider.js?embedded=false&target=contactslider&vmode
=false&csspath=assets/css/&imgpath=images/&imgmod=_wt&jspath=assets/js/
&config=contactus.config&promptafter=30000"></script>
Table 16 describes the different parameters.
152
Enabling Contact Us
Table 16: MiCCSideSlider JavaScript options
PARAMETER
NAME
PARAMETER
VALUE
DEFAULT VALUE
PARAMETER DESCRIPTION
Controls whether or not the
slider will embed itself in the
document in the default rightside, vertically-centered
position.
embedded
True or False
True
If set to True, Contact Us will be
embedded in the default
location.
If set to False, Contact Us will
be embedded in the location
specified in the target parameter.
target
The ID attribute of
the target
Sets the target in which Contact
Us renders. By default, this
value is contactslider.
contactslider
If the target is not present or
empty, the slider is created in
the center of the viewable area.
Controls whether or not Contact
Us renders in the standard
display or the horizontal display.
If set to True, Contact Us
renders in the standard display.
vmode
True or False
True
If set to False, Contact Us
renders in the horizontal display.
NOTE: vmode overrides the
setting of UseVerticalBusiness
LinesFirst in contactus.config.js
csspath
File path
<drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\
Ccmwa\Content\
Path to ContactUs.css. If left
blank or excluded, the default
ContactUs.css in
<drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\Ccmwa\
Content is used.
153
Multimedia Contact Center Installation and Deployment Guide
Table 16: MiCCSideSlider JavaScript options (continued)
PARAMETER
NAME
PARAMETER
VALUE
DEFAULT VALUE
PARAMETER DESCRIPTION
Path to where slider button
images are stored on your
corporate web server.
imgpath
Folder path
<drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\
Ccmwa\Content\images
If left blank or excluded, the
default images on the Enterprise
from <drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\Ccmwa\
Content\images\ will be used.
For more information on custom
images, see "Adding custom
images" on page 155.
suffix
Blank
Text to append to the end of the
standard image name used for
the slider in/out images so you
can implement custom versions.
Images must be .png files. For
more information on custom
images, see "Adding custom
images" on page 155.
File path
<drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\
Ccmwa\Scripts\
Path to folder containing
contactus.config.js. If left blank
or excluded, the default folder
will be used.
config
File path
<drive>:\Program Files
(x86)\Mitel\MiContact
Center\WebSites\
Ccmwa\Scripts\
contactus.config.js
promptafter
Number in
milliseconds
imgmod
jspath
The file path to the
contactus.config.js file to be
used with Contact Us.
If left blank, the default
contactus.config.js file in the
folder specified in jspath will be
used.
The amount of time before the
slider automatically slides out.
0
If set to 0 or omitted, the slider
will not automatically slide out.
The following procedure assumes you have already added your business lines and queues to a copy
of contactus.config.js, optionally updated the style in ContactUs.css, and placed your JavaScript
and CSS files in the desired location.
154
Troubleshooting Multimedia Contact Center web features
To add the slider to an existing webpage
1. Open the webpage you are adding the slider to in an HTML editor.
2. Add the following script reference in the body of the webpage:
<script src="ccmwa/scripts/miccsideslider.js"></script>
3. If you are using JavaScript and CSS files other than the default, update the script references
with parameters indicating the file locations.
For information on MiccContactUs.js parameters, see Table 16.
4. Save and close the HTML editor.
Adding custom images
MiccSideSlider can use custom images, either through replacing the default images on the
Enterprise Server or by using parameters on the JavaScript call to MiccSideSlider.js to instruct us
different images. The following images can be customize with MiccSideSlider.js:
l
Contact_Us_Slider_Expand.png
l
Contact_Us_Slider_Minimize.png
Custom images must have the same name as the original images or else have the same name with
the imgmod suffix applied. Custom images must be stored in the same folder.
Obtaining Queue GUIDs
Each queue in your contact center has a unique identifier that Contact Us requires to connect the
functions of queue icons with the individual queues they represent.
To obtain a queue GUID
1. In YourSite Explorer, click Multimedia=>Queues.
2. Select a queue.
3. In the ribbon, click Queue Tools.
4. Click Copy queue ID.
The queue GUID is copied to your clipboard.
TROUBLESHOOTING MULTIMEDIA CONTACT CENTER
WEB FEATURES
When troubleshooting Multimedia Contact Center web features, the following method is
recommended for verifying if issues are with the Multimedia Contact Center deployment or with the
deployment of SSL, reverse proxies, or firewalls.
To troubleshoot Multimedia Contact Center web features
1. Test Chat and/or Contact Us locally on the Enterprise Server with no reverse proxy, SSL, or
firewall.
2. If your deployment uses SSL, add SSL and test Chat and/or Contact Us on the Enterprise
Server with no reverse proxy or firewall.
3. Add your reverse proxy and test Chat and/or Contact Us externally.
4. Add your firewall and test Chat and/or Contact Us externally.
155
Multimedia Contact Center Installation and Deployment Guide
MULTIMEDIA ROUTING USING VISUAL
WORKFLOWS
Multimedia Contact Center enables routing using a visual workflow designer. Administrators can
configure Inbound, Inqueue, and Response workflows by dragging and dropping activities onto a
Workflow Canvas.
Workflows enable flexible routing of email, chat, and SMS contacts to the queues and agents best
suited to handle them. For examples of how Inbound, Inqueue, and Response workflows create the
routing rules for email, chat, and SMS contacts, see "Multimedia Contact Center default workflows"
on page 212. For information on configuring the activities that comprise workflows, see "Activity list"
on page 176.
WORKFLOW TYPES
The following workflow types are available in Multimedia Contact Center.
Inbound workflows – Determine the first paths contacts follow to reach destinations in an
organization. Inbound workflows can search the properties of incoming contacts and determine the
destinations to which these contacts should be directed, for example a sales team or a support
team. Inbound workflows also support other actions such as sending response messages, running
executable scripts, and performing database queries.
Inqueue workflows – Determine the conditions for routing contacts in queue to agents. Examples
include when to overflow contacts to different queues, when to requeue a contact, when to interflow
contacts to different agent groups, and when to transfer contacts to available agents. Inqueue
workflows are executed once contacts have been delivered from the Inbound workflow to their queue
destinations.
Inqueue workflows support push, pick, and mixed routing models.
l
In push models, the system offers contacts waiting in queue to available agents
l
In pick models, agents select their contacts from queues
l
In mixed models, agents select their contacts from queues, but contacts waiting in queue past
a specified time are offered to available agents
Response workflows – Enable post-contact options and activities. Performed by queues after a
contact has been handled, Response workflows enable the automation of processes such as
removing fields from the system or writing data to an external source, inserting information about the
handled contact into the database, or emailing a transcript from a chat session.
WORKFLOW LAYOUTS IN MULTIMEDIA CONTACT
CENTER
Administrators can easily view and navigate workflows and workflow layouts in Multimedia Contact
Center using the following features, as described in this section:
156
l
A customizable workspace
l
The Outline pane
l
The Search field
Workflow layouts in Multimedia Contact Center
l
Focusing and breadcrumbs
l
The Overview window and Pan function
l
The Zoom feature
l
The Expand All, Collapse All, and Restore buttons
The following takes place in Multimedia=>Workflows.
CUSTOMIZING THE MULTIMEDIA WORKSPACE
New workflows open as separate tabs in Multimedia Contact Center, freeing up visual space and
showcasing individual workflows on-screen. Administrators can open an existing workflow in a
dedicated tab by double-clicking the workflow, by right-clicking the workflow and selecting 'Open', or
by selecting the workflow and clicking 'Edit'. This maximizes the space devoted to viewing
workflows.
Toolbar, Properties, and Outline panes can be minimized, expanded, or pinned to the workspace.
This enables administrators to choose how much of the screen is comprised of the workflow versus
configuration panes. These enhancements enable administrators to customize their workspaces and
manage screen space to better facilitate their work.
VIEWING WORKFLOWS AT A GLANCE: THE OUTLINE PANE
The Outline pane displays workflows in a binary search tree format. Administrators can selectively
view the workflow and the parent-child relationships of activities and conditions by expanding or
minimizing individual items in the tree. By providing an overview of the workflow in a compact space,
the Outline pane enables administrators to efficiently view complex workflows and the relationships
between activities.
Administrators can configure activities or branches directly from the Outline pane by selecting the
activity in the tree and clicking the Properties pane and by right-clicking the activity in the search
tree. Right-clicking also highlights the activity in the workflow, providing a clear means of referencing
a specific activity being configured. If, for example, the workflow has several similar activities,
highlighting minimizes errors by helping administrators confirm they are configuring the correct
activity.
LOCATING WORKFLOW ITEMS: THE SEARCH FIELD
Administrators can locate specific activities and branches in workflows using the Outline pane’s
Search field. The Search field returns results based on workflow items’ names and system names.
Searches can be performed based on complete or partial search terms. For example, searching
‘sched’ will return results for all workflow items containing ‘Schedule’ in the name or system name.
After locating an item in the Search field, administrators can edit the item either by right-clicking it or
by toggling to the Properties pane.
To locate workflow items using the Search field
1. Click Multimedia=>Workflows.
2. Select a workflow and click Outline.
3. In Search Outline, type the search term and click the Search icon.
157
Multimedia Contact Center Installation and Deployment Guide
VIEWING SPECIFIC PORTIONS OF A WORKFLOW:
FOCUSING AND THE BREADCRUMB VIEW
Administrators can devote the entire Canvas to viewing specific portions of a workflow by doubleclicking activities or branches on the Canvas. This feature enables focusing on precise elements of
complicated workflows and minimizes the need to use subroutines solely to conserve viewing
space.
When focusing on an activity or branch, the Workflow Canvas opens in a Breadcrumb view.
Breadcrumbs at the top of the Canvas indicate the portion of the workflow being viewed and the
parent elements of those portions. After focusing on a specific portion of the workflow, the view of
the workflow can be incrementally expanded by tracing back through parent relationships using
breadcrumbs. Administrators can also right-click an activity and select ‘Go To Parent’. The
Breadcrumb view provides an ordered way of redirecting focus in the workflow from precise
elements to the bigger picture.
Note that when working in the Breadcrumb view, only the items in focus can be configured. In order
to configure other items in the workflow, select the breadcrumb that brings the item into focus. (See
Figure 16.)
Figure 16: Focusing and the Breadcrumb view
NAVIGATING THE WORKFLOW CANVAS: THE MINIMAP
WINDOW AND THE PAN MODE
The MiniMap window and the Pan mode enable administrators to navigate to sections of a workflow
without manipulating the horizontal and vertical scroll bars. The MiniMap window displays the
workflow in a pop-out that can be used to navigate the Workflow Canvas.
To navigate the Workflow Canvas using the MiniMap window
1. Click Multimedia=>Workflows, and select a workflow.
2. Click the MiniMap button, located to the right of the plus sign at the bottom of the window.
3. Click and drag the highlighted section over the workflow, as it appears in the MiniMap window.
4. To exit out of the MiniMap window, click the MiniMap button.
158
Designing and managing workflows: Common procedures
The Pan mode enables administrators to ‘grab’ the Workflow Canvas and, using the mouse, choose
what portion of the workflow is centered on the Canvas without worrying about dragging activities
around the workflow in the process.
To navigate the Workflow Canvas using the Pan mode
1. Click Multimedia=>Workflows, and select a workflow.
2. Click the Toggle Pan Mode button, located to the left of the ‘100%’ at the bottom of the
window.
The cursor displays as a hand icon.
3. Click anywhere on the Workflow Canvas to ‘grab’, and move the mouse to re-center the
workflow.
4. To exit out of Pan, click the Toggle Pan Mode button.
RESIZING WORKFLOWS: THE ZOOM FEATURE
You can adjust how large or small a workflow appears in the Workflow Canvas by manipulating the
slider bar at the bottom of the Canvas or by pressing the plus and minus signs alongside the bar.
Using this feature, administrators can zoom in to focus on precise elements of the workflow or zoom
out to get a bird’s eye view. Expressed as a percentage, the zoom feature also determines the
expanse of the highlighted section of the Overview window. For more information, see "Navigating
the Workflow Canvas: The MiniMap window and the Pan mode" on page 158.
MANIPULATING ALL ACTIVITIES IN A WORKFLOW: THE
EXPAND ALL, COLLAPSE ALL, AND RESTORE BUTTONS
Administrators can expand or collapse every activity and its corresponding branches in a single
operation by clicking the Expand All or Collapse All buttons. Clicking the Restore button returns the
workflow to the condition it was in before the activities were expanded or collapsed, enabling
administrators to resume their work efficiently.
DESIGNING AND MANAGING WORKFLOWS: COMMON
PROCEDURES
Several procedures for designing and managing workflows are common across workflow types. For
example, common procedures include creating workflows, naming workflows, deleting workflows,
and importing and exporting workflows. See the following sections for common workflow procedures
in Multimedia Contact Center.
We recommend that administrators perform actions for designing workflows from the
l
l
Inbound Routing and Response Routing tabs on the Media servers page, for Inbound and
Response workflows
Routing tab on the Queues page, for Inqueue workflows
We recommend that administrators perform actions for managing workflows from the Workflows
page, located by selecting Multimedia=>Workflows.
159
Multimedia Contact Center Installation and Deployment Guide
CREATING WORKFLOWS IN MULTIMEDIA CONTACT
CENTER
We recommend administrators modify the default workflows that ship with Multimedia Contact
Center. However, in some instances, administrators may be required to create new workflows.
NOTE: When creating Inbound email workflows, ensure they contain either a Transfer, a Junk
Email, or a No Reply Email activity. If they do not, email contacts will remain in system storage,
using system memory and causing performance issues.
To create a workflow in Multimedia Contact Center
1. Click Multimedia=>Workflows=>Add.
2. Select the media and workflow type.
For example, ‘Email=>Inbound’.
3. In the Properties pane, provide a Name and a System Name for the workflow. The Name
and System Name must be unique.
4. Click Save.
COPYING WORKFLOWS
Administrators can reuse workflows as templates by copying and pasting them in Multimedia
Contact Center. A copied workflow retains all activities and branching conditions of the original
workflow, but is not assigned to a media server. Administrators can assign workflows to media
servers and queues in the Workflows page. See "Associating workflows to media servers" on page
162 and "Associating workflows to queues" on page 163.
To copy a workflow
1. Click Multimedia=>Workflows.
2. Right-click the workflow and select Copy.
3. Right-click anywhere in the workflow list and select Paste.
4. Click Save.
DELETING WORKFLOWS
Deleting workflows removes the workflow and all its activity configurations from Multimedia Contact
Center. Deleting live Inbound workflows stops contacts from routing to queues, and deleting live
Inqueue workflows stops contacts from reaching agents.
To delete a workflow
1. Click Multimedia=>Workflows.
2. Select the workflow and click Delete.
3. When prompted, click OK.
IMPORTING AND EXPORTING WORKFLOWS
Administrators can import workflows to Multimedia Contact Center from a machine or network. After
importing a workflow, administrators must configure its activities with information specific to the
contact center and assign the workflow to a media server.
160
Designing and managing workflows: Common procedures
Administrators can export workflows from Multimedia Contact Center to save on a machine or
network. Exported and saved workflows can be imported. Administrators should assess any
validation errors, to ensure the workflow is fully configured. See "Validating workflows" on page 162
for more information.
To import a workflow
1. Click Multimedia=>Workflows.
2. Click the Import button, browse to the workflow .xaml file, and click Open.
3. Click Save.
To export a workflow
1. Click Multimedia=>Workflows.
2. Click the Export button, browse to the workflow .xaml file and select it.
3. Browse to the location to which the workflow will be saved and click Save.
NAMING WORKFLOWS
For administrative and reporting purposes, you must give workflows unique names and system
names. A system name is used by Multimedia Contact Center to identify the workflow. A name
labels the workflow for the user to see.
To name a workflow associated to a media server
1. Click Multimedia=>Media servers.
2. Select the Media server and select either Inbound Routing or Response Routing.
3. In the Properties pane, provide a Name and System Name for the workflow. The Name and
System Name must be unique.
4. Click Save.
To name a workflow associated to a queue
1. Click Multimedia=>Queues.
2. Select the queue and select Routing.
3. In the Properties pane, provide a Name and System Name for the workflow. The Name and
System Name must be unique.
4. Click Save.
To name a workflow not associated to a media server or queue
1. Click Multimedia=>Workflows and select the workflow.
2. Click Properties and type a Name for the workflow. The Name must be unique.
3. Type a System Name for the workflow. The System Name must be unique.
4. Click Save.
161
Multimedia Contact Center Installation and Deployment Guide
VALIDATING WORKFLOWS
Multimedia Contact Center validates workflows to ensure they do not contain programming or
configuration errors before going live. To execute a workflow, workflow validation must be enabled.
Workflow validation is also required to successfully offer email, chat, and SMS contacts to agents.
By default, workflow validation is not enabled. This allows administrators to configure and save
workflows in progress.
If validation is enabled, workflows with errors cannot be saved until the errors are corrected. If
validation is not enabled, workflow with errors can be saved.
Red exclamation marks on activities indicate configuration errors to be corrected. Yellow
exclamation marks on activities indicate warnings. Clicking the ‘Validation’ button opens a pane
explaining the workflow’s errors and warnings.
The pane lists the number of errors and warnings, the activity to which the error or warning is
associated, and what is required to fix the problem. Double-clicking the error and warning information
in the Validation pane brings the specific activity into focus, for ease of identification. For more
information on focusing, see "Viewing specific portions of a workflow: Focusing and the Breadcrumb
view" on page 158.
To validate a workflow
1. Select Multimedia=>Workflows.
2. Select the workflow and, in the Properties pane, select the Validate workflow check box.
3. Click Save.
SAVING AND COPYING WORKFLOWS AS IMAGES
Administrators can save workflows as images in JPG, PNG, GIF, and XPS formats. Workflow
images can also be copied onto the clipboard, to be pasted into other programs. Saving or copying
workflows enables administrators to easily reference, share, and print workflow designs.
To save workflows as images
1. Right-click on the active portion of the Workflows Canvas and select Save as Image….
2. Select the desired image type for the workflow.
3. Navigate to the location to which the image will be saved, and click Save.
To copy workflows as images
l
Right-click on the active portion of the Workflows Canvas and select Copy as Image.
The workflow can be pasted into another program.
ASSOCIATING WORKFLOWS TO MEDIA SERVERS
Inbound and Response workflows must be associated to a media server of an appropriate type in
order to go live in the system.
We recommend building inbound and response workflows from the Inbound Routing and Response
Routing tabs on the Media servers page. This automatically associates the workflow to the server.
However, workflows built from the Workflows page can be associated to the server as follows.
162
Building subroutines
NOTE: Workflows execute once validation is enabled and any programming and configuration errors
are corrected. For more information, see "Validating workflows" on page 162.
To associate a workflow to a media server
1. Click Multimedia=>Workflows, and select the Inbound or Response workflow.
2. Click Media Server Membership.
3. Under Available members, select the media server and click >.
4. Click Save.
ASSOCIATING WORKFLOWS TO QUEUES
Inqueue workflows must be associated to at least one queue in order to go live in the system. We
recommend associating a single Inqueue workflow to a single queue. This avoids the potential
confusion of having changes to an Inqueue workflow reflected in multiple queues. If you associate
an Inqueue workflow to a queue that already has an Inqueue workflow associated to it, the newly
associated Inqueue workflow replaces the existing Inqueue workflow.
We also recommend modifying an Inqueue workflow from the Routing tab of a selected queue. This
automatically associates the workflow to the queue. Workflows built from the Workflows page can
be associated to queues as follows.
NOTE: Workflows execute once validation is enabled and any programming and configuration errors
are corrected. For more information, see "Validating workflows" on page 162.
To associate a workflow to one or more queues
1. Select Multimedia=>Workflows, and select the Inqueue workflow.
2. Click Queue Membership.
3. Under Available members, select the queues to which the workflow is associated and click
>.
To associate all queues to the workflow, click '>>'.
4. Click Save.
BUILDING SUBROUTINES
Subroutines represent a sequence of routing conditions in a workflow. Using subroutines,
administrators can efficiently apply a set of activities multiple times within a single workflow and
across workflows of the same media and workflow type. For example, an administrator can
implement an Email Inqueue subroutine in multiple Email Inqueue workflows.
To build subroutines, administrators drag and drop activities on a Canvas and configure them with
routing conditions. Activity availability varies by media type. For more information on activities in
multimedia routing, see "Building visual workflows in Multimedia Contact Center: Activities" on page
170.
163
Multimedia Contact Center Installation and Deployment Guide
The following procedures explain how to
l
Implement subroutines in workflows
l
Edit and delete subroutines
l
Import and export subroutines
NOTE: Variables in Response workflows/subroutines are based on the agent’s reply, not the
customer’s original contact. For example, in Inbound and Inqueue workflows/subroutines the
<<From>> variable populates with the customer’s sending address. The <<To>> variable populates
with the queue’s address. In Response workflows/subroutines, the <<From>> variable populates
with the queue’s address and the <<To>> variable populates with the customer’s address.
IMPLEMENTING SUBROUTINES IN WORKFLOWS
Subroutines are implemented in workflows via Subroutine activities. Administrators can implement a
single subroutine at multiple points in a workflow and across multiple workflows. However,
subroutines must be of the same workflow and media type. For example, an administrator can only
implement an Inbound Email subroutine in an Inbound Email workflow.
Administrators must first add a Subroutine activity to a workflow. A subroutine of the appropriate
media type can then be assigned to the activity. When the workflow reaches the Subroutine activity,
the subroutine executes. For more information, see "Executing subroutines with the Subroutine
activity" on page 204.
EDITING AND DELETING SUBROUTINES
Administrators should note the following:
l
l
Edits to subroutines implemented in workflows are applied to each subroutine instance in
each workflow.
Subroutines implemented in workflows cannot be deleted. To delete subroutines,
administrators must first remove the subroutine from all workflows using it.
To edit a subroutine
1. Click Multimedia=>Subroutines.
2. Select the subroutine, and click Edit.
3. Make any changes to the subroutine and click Save.
To delete a subroutine
1. Click Multimedia=>Subroutines.
2. Select the subroutine, and click Delete.
3. When prompted, click OK.
IMPORTING AND EXPORTING SUBROUTINES
Administrators can import subroutines to Multimedia Contact Center from a machine or network.
After importing a subroutine, administrators must configure its activities with information specific to
the contact center. Imported subroutines display on the Multimedia tab’s Subroutines page.
164
Configuring data providers
Administrators can export subroutines from Multimedia Contact Center to save on a machine or
network. Exported and saved subroutines can be imported.
To import a subroutine
1. Click Multimedia=>Subroutines.
2. Click the Import button, browse to the subroutine .xaml file, and click Open.
3. Click Save.
To export a subroutine
1. Click Multimedia=>Subroutines.
2. Click the Export button, browse to the subroutine .xaml file and select it.
3. Browse to the location to which the subroutine will be saved and click Save.
VIEWING SUBROUTINES BY TYPE
Administrators can view subroutines selectively by type, by applying filters to the Subroutines page.
For more information, see "Viewing devices by category or type" on page 36.
CONFIGURING DATA PROVIDERS
You can create a connection to a data provider located on a local or an external server to access
information about incoming callers. For example, the data providers query can be configured to
retrieve customer information based on variables.
Multimedia Contact Center can add the following as data providers to query for data:
l
Microsoft Excel worksheets
l
Microsoft SQL servers
l
Lightweight Directory Access Protocol (LDAP)
Multimedia Contact Center also supports the following platforms as generic data providers to query
for data:
l
SAP
l
Salesforce
l
Microsoft Dynamics CRM
Multimedia Contact Center can also import ODBC connections configured using the Windows
ODBC Data Source Administrator. Multimedia Contact Center supports the following reference
platforms for ODBC connections:
l
IBM DB2
l
Oracle Database
l
MySQL
l
Microsoft Access
l
PostgreSQL
165
Multimedia Contact Center Installation and Deployment Guide
ADDING A MICROSOFT EXCEL WORKSHEET AS A DATA
PROVIDER
Administrators can add Microsoft Excel worksheets as data providers the system can query.
To add a Microsoft Excel worksheet as a data provider
1. In the left pane, click Multimedia=>Data providers.
2. Click Add and select Excel from the drop-down list.
A new data provider is added to the data provider list.
3. After Name, type a name for the data provider.
4. Click Select File and browse to the Excel worksheet you want to use as a data provider.
NOTE: The Excel worksheet must be shared as a workbook and located on a UNC (Universal
Naming Convention) path, also known as a shared network path. The syntax for a UNC path
is
\\ComputerName\SharedFolder\Resource. Locating the worksheet on a UNC enables
Multimedia Contact Center to access the data provider remotely.
5. Click Open.
6. Click Test Connection.
7. Click Save.
ADDING A MICROSOFT SQL SERVER AS A DATA PROVIDER
Administrators can add Microsoft SQL Servers as data providers the system can query.
To add a Microsoft SQL Server as a data provider
1. In the left pane, click Multimedia=>Data providers.
2. Click Add and select Microsoft SQL Server from the drop-down list.
3. After Name, type a name for the data provider.
4. After Server Name, enter the server name.
5. Under Log on credentials, select Windows Authentication or SQL Server
Authentication.
6. If you select SQL Server Authentication, enter a Username and Password.
7. Click Test Connection.
8. After Database Name, select a database name from the drop-down list.
9. Click Save.
ADDING A LDAP AS A DATA PROVIDER
Administrators can add LDAP as a data provider the system can query.
To add a LDAP as a data provider
1. In the left pane, click Multimedia=>Data providers.
2. Click Add and select LDAP from the drop-down list.
A new data provider is added to the data provider list.
166
Configuring data providers
3. After Name, type a name for the data provider.
4. After Domain, type the domain of the LDAP.
5. After Username, enter the username for the LDAP.
6. After Password, enter the password for the LDAP.
7. Click Test Connection.
8. On the ribbon, click Save.
ADDING A GENERIC DATA PROVIDER
Salesforce, Microsoft Dynamics CRM, and SAP can be added as generic data providers in YourSite
Explorer. Generic data providers have certain limitations on the SQL language for queries. Consult
the following KB articles for the SQL language supported for these data providers:
http://micc.mitel.com/kb/KnowledgebaseArticle52371.aspx.
To add a generic data provider
1. Click Multimedia=>Data providers.
2. Click Add and select Generic from the drop-down list.
3. Type a Name for the data provider.
4. After Type, select a data provider.
5. Type the User Name of the data provider.
6. Type the Password for the data provider
7. After Other Settings, enter the data provider-specific information.
l
SAP: Enter the client number, the system number, and the connection type, separating
the values by semi-colons. For example: 250;25;SOAP
l
Salesforce: Enter your security token.
l
Dynamics CRM, enter the CRM version. For example, CRM Online Office 365.
8. Enter the connection’s Url.
9. To test the connection, click Test Connection.
10. Click Save
ADDING AN ODBC AS A DATA PROVIDER
ODBC connections can be added as a data provider through the Windows ODBC Data Source
Administrator. After adding an ODBC using ODBC Data Source Administrator, the ODBC will
automatically appear in data source providers and will be made available for the Query activity.
You cannot edit an ODBC data provider in Multimedia Contact Center.
NOTE: When adding an ODBC connection for Multimedia Contact Center, you must use the 32-bit
Windows Server tool. For more information, see the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52125.aspx
167
Multimedia Contact Center Installation and Deployment Guide
DELETING DATA PROVIDERS
NOTE: Multimedia Contact Center is unable to delete ODBC data providers from the data providers
list.
To delete a data provider
1. Select the data providers you want to delete from the data providers list.
2. Click Delete.
3. When prompted, click OK.
WORKING WITH VARIABLES IN MULTIMEDIA CONTACT
CENTER
Variables populate subroutines and incoming workflows with data related to inbound contacts.
Administrators can use variables to flag incoming contacts, store information for later use, collect
customer data, perform database queries, and build simple or complex conditions to route contacts.
Multimedia Contact Center ships with System variables relevant to all media types and variables
specific to media types. To view these variables and see a description of each, open YourSite
Explorer and go to Multimedia=>Variables.
Administrators can
l
Create custom variables
l
Edit and delete variables
l
View variables by category
NOTE: Variables in Response workflows/subroutines are based on the agent’s reply, not the
customer’s original contact. For example, in Inbound and Inqueue workflows/subroutines the
<<From>> variable populates with the customer’s sending address. The <<To>> variable populates
with the queue’s address. In Response workflows/subroutines, the <<From>> variable populates
with the queue’s address and the <<To>> variable populates with the customer’s address.
CREATING CUSTOM VARIABLES
Administrators can create new, customized variables for use in workflows and subroutines.
To create a custom variable
1. Click Multimedia=>Variables=>Add.
2. Type a Name for the variable.
NOTE:
l
Variable names must be unique and cannot contain spaces.
l
A variable's name cannot be changed after you save.
3. Type a Description explaining the variable’s function.
4. Select a Variable Type from the drop-down list.
NOTE: The Variable Type cannot be changed once saved.
168
Working with variables in Multimedia Contact Center
5. If Mask Type is available to this type of variable, select the variable’s mask from the dropdown list.
l
l
l
l
NoMask– The variable will not be masked within Multimedia Contact Center and
associated screen pops, databases, etc.
FullMask– The entire variable will be masked within Multimedia Contact Center and
associated screen pops, databases, etc.
MaskAllExceptLastX– The variable will be masked except for the specified number of
final characters
MaskAllExceptFirstX– The variable will be masked except for the specified number of
first characters
6. If you selected MaskAllExceptLastX or MaskAllExceptFirstX, specify the number of
characters to be left unmasked.
7. To enable this variable to display in a toaster notification or screen pop select the Send to
agent desktop check box.
8. After Display Name, type the name this variable has when it appears in a toaster notification
or screen pop.
9. If you selected Dollars, Euros, or Pounds as the variable type, after Currency Format, select
the format from the drop-down list.
10. If you selected Date Time as the variable type, after Date Format, select the date format from
the drop-down list. After Time Format, select the time format from the drop-down list.
11. Click Save.
EDITING AND DELETING VARIABLES
Administrators should note the following limitations:
l
‘Variable Type’ cannot be edited for previously saved variables.
l
System variables cannot be deleted.
To edit a variable
1. Click Multimedia=>Variables.
2. Select the variable, and click Edit.
3. Edit the variable and click Save.
To delete a variable
1. Click Multimedia=>Variables.
2. Select the variable, and click Delete.
3. When prompted, click OK.
VIEWING VARIABLES BY CATEGORY
Administrators can view variables selectively by category, including System, Custom, and media
type, by applying filters to the Variables page. For more information, see "Viewing devices by
category or type" on page 36.
169
Multimedia Contact Center Installation and Deployment Guide
BUILDING VISUAL WORKFLOWS IN MULTIMEDIA
CONTACT CENTER: ACTIVITIES
Multimedia Contact Center’s activities are used to build workflows and configure routing conditions
for contacts. For example, activities can send automatic responses to incoming contacts, transfer
contacts to queues, and offer contacts to the agents best suited to answer them. The following
sections describe the activities in Multimedia Contact Center and how to configure them.
Note that activity availability varies by media and workflow type. For example, administrators can
use the Ask activity in a Chat workflow but not in an Email workflow. The Offer to Agent Group
activity can be used in an Inqueue workflow but not in an Inbound workflow.
Multimedia Contact Center ships with default workflows. We recommend administrators create
workflows by duplicating and modifying reconfiguring, adding, and deleting activities in the default
workflows to suit the contact center’s needs. For more information, see "Multimedia Contact Center
default workflows" on page 212.
COMMON CONFIGURATION PROCEDURES
This section explains configuration procedures common to activities, branches, and branching
conditions.
NOTE: Branches route contacts to different portions of a workflow. Branching conditions represent
the circumstances a contact must match to follow a particular branch.
Common activity options include
l
Adding and removing expressions
l
Selecting expressions
l
Grouping expressions
l
Adding activities to workflows
l
Cutting, copying, and pasting activities and branches
l
Deleting activities and branches from workflows
l
Naming activities and branches
l
Editing branching conditions
l
Changing the order in which branches are evaluated
l
Reporting on branches and branching conditions
l
Annotating activities and branches
Building conditions
Many features in Multimedia Contact Center require users to configure conditions. These include:
170
l
Schedule conditions
l
Queue conditions
l
Variable compare conditions
Building visual workflows in Multimedia Contact Center: Activities
While the individual types of expressions that can be added to conditions and their configuration may
vary between the conditions being built, Multimedia Contact Center’s interface for adding, deleting,
and grouping expressions remains consistent throughout Multimedia Contact Center.
Adding and removing expressions
To add an expression
l
Click the Add button.
An expression is added to the condition.
NOTE: When an expression is added, it is highlighted in red if it requires additional
configuration.
The expression will remain highlighted in red until completely configured.
To remove an expression
l
Select the expression you want to delete and click the Delete button.
The expression is removed from the condition.
Selecting expressions
The following explains how to select expressions when building conditions.
To select an expression
1. Click the expression's drop-down menu button.
2. Choose Select/Deselect Row.
Alternatively,
l
Click the expression's selector column on the left side of the expression's row.
171
Multimedia Contact Center Installation and Deployment Guide
Understanding operators
Multimedia Contact Center offers a number of different operators to use when building conditions.
Table 17 outlines the operators available with Multimedia Contact Center.
Table 17: Operators
OPERATOR
USE
!=
With this operator the expression will only look for value that do not match
the exact value entered. This operator is case-sensitive.
=
With this operator the expression will looks only for the exact value entered
in the expression. This operator is case-sensitive. If this operator is being
used in a comparison, then the expression will look for an exact string match
between the two items being compared.
Contains
Length
Starts With
With this operator, the expression matches values that contain the entered
string. It is not case-sensitive.
With this operator the expression will look for a value with the specified
number of characters.
With this operator, the expression will look for any value that starts with the
entered value.
Grouping expressions
Multimedia Contact Center enables users to group expressions, facilitating construction of detailed
and specific conditions. While grouping is associated with a number of different activities,
configurations, and dialogs, the grouping clauses are consistent throughout Multimedia Contact
Center. Expressions within a group may also be grouped together to create nested levels of subgroups within a single group.
NOTE: We recommend you do not exceed eight levels of grouping within a group of expressions
even though Multimedia Contact Center is capable of handling greater than eight levels of grouping.
Expressions may be grouped by one of two clauses:
l
l
AND: Expressions grouped by the AND clause require that all the expressions in a group be
met to successfully meet the condition.
NOTE: If no grouping is selected, the AND clause is applied by default.
OR: Expressions grouped by the OR clause require that only one of the expressions in a group
be met to successfully meet the condition.
To group expressions
1. Press the CTRL or Shift key and select the expressions you want to group. Clicking 'CTRL'
enables you to select items one at a time and omit items from selection. Clicking 'Shift'
selects a span of items.
2. Click either the Group AND or Group OR buttons.
NOTE: You can change the grouping clause by selecting the drop-down beside 'And' or 'Or',
and changing your selection.
172
Building visual workflows in Multimedia Contact Center: Activities
To ungroup grouped expressions
1. Click the group’s drop-down menu button.
2. Select Ungroup.
To add a new expression to a group
1. Click the group’s drop-down menu button.
2. Select Add.
NOTE: If you cannot add an expression to an existing group, ungroup the expression and then
regroup it with the expression you want to add.
To remove a single expression from a group
1. Click the expression’s drop-down menu button.
2. Select Ungroup.
Adding activities to workflows
Administrators add activities to workflows by dragging and dropping activities onto the Workflows
Canvas. Activity availability varies by media and workflow type. We recommend administrators add
activities to Inbound and Response workflows via the Inbound Routing and Response Routing tabs
on the Media servers page. We recommend administrators add activities to Inqueue workflows via
the Routing tab on the Queues page.
NOTE: Administrators can also access workflows by selecting Multimedia=>Workflows.
The following explains how to add activities to Inbound, Response, and Inqueue workflows
To add an activity to an Inbound or Response workflow
1. Click Multimedia=>Media servers and select the media server associated to the workflow.
2. Drag the activity from the Toolbox to the Workflows Canvas.
3. Configure the activity and validate any configuration errors. For more information, consult the
configuration procedures for specific activities in this guide. See also "Validating workflows"
on page 162.
4. Click Save.
To add an activity to an Inqueue workflow
1. Click Multimedia=>Queues and select the queue associated to the workflow.
2. Drag the activity from the Toolbox to the Workflows Canvas.
3. Configure the activity and validate any configuration errors. For more information, consult the
configuration procedures for specific activities in this guide. See also "Validating workflows"
on page 162.
4. Click Save.
173
Multimedia Contact Center Installation and Deployment Guide
Cutting, copying, and pasting activities and branches
Administrators can cut, paste, and copy activities within and between workflows. Administrators
can also copy or cut a branch from one activity and paste it into other activities within and between
workflows. This functionality enables administrators to create and edit workflows efficiently by
duplicating preconfigured activities and their branches.
NOTE: Some activities are specific to media and workflow types. For example, a Say activity is
used in Chat workflows but not Email workflows. The Offer to Agent group activity is used in
Inqueue workflows but not Inbound workflows. Only cut and paste activities and branches into the
appropriate media, workflow, and activity types.
To cut an activity or branch from a workflow
l
Right-click the activity or branch and select Cut.
To paste an activity inside a workflow
1. Right-click the activity and select either Copy or Cut.
2. Right-click the activity that will precede the pasted activity, and select Paste.
To paste a branch inside an activity
1. Right-click the branch and select either Copy or Cut.
2. Right click a different branch inside the activity and select Paste.
The copied branch is inserted to the right.
Deleting activities or branches from workflows
The following explains how to remove activities or branches from workflows by deleting them.
To delete an activity or branch
1. Right-click the activity or branch and select Delete.
2. When prompted, click OK.
Naming activities and branches
For administrative and reporting purposes, give activities and branches unique names and system
names. A system name is used by Multimedia Contact Center to identify the item and within
reporting to identify branches and branching conditions. A name labels an activity, branch, or
branching condition for the user to see.
To name an activity, branch, or branching condition
1. Select the activity, activity configuration, or branch.
2. In the activity, configuration, or branch header, type a Name.
3. With the item still selected, in the Properties pane, type a System Name. The System Name
must be unique.
NOTE: If a system name is not provided, activities and branches are given sequential system
names by default. For example, TerminateActivity1, TerminateActivity2.
4. Click Save.
174
Building visual workflows in Multimedia Contact Center: Activities
Editing branching conditions
Editing branching conditions changes what is required for a contact to follow the branch.
To edit a branching condition
1. Expand the activity, right-click the branch, and select Edit.
2. Select the value to edit and perform one of the following actions
l
Change the condition and value by typing or using the drop-down lists.
l
Add a new condition by clicking Add and typing the desired values.
l
Delete a condition by selecting the condition and clicking Delete.
3. Click OK.
4. Click Save.
Changing the order in which branches are evaluated
Administrators change the order in which they system evaluates branches by places the branches in
sequence. The highest priority branch should be in the left-most position, as Multimedia Contact
Center evaluates branches in the order of left to right.
To change the order in which branches are evaluated
1. Expand the relevant activity.
2. Drag and drop the branches into the desired position.
3. Click Save.
Reporting on branches and branching conditions
Reporting on branches and branching conditions enables supervisors to analyze workflow traffic and
determine how contacts are moving through workflows.
You must select ‘Child Reporting Enabled’ for any branches and conditions on which you want to run
Workflow Condition reports. For more information on Workflow reports, see the reports guide
appropriate to your MiContact Center licensing level.
Note that system names are used to report on branches and branching conditions. For this reason,
we recommend naming branches and branching conditions with unique and easily identifiable
system names. For more information on naming, see "Naming activities and branches" on page 174.
To configure an activity or branch for reporting
1. Select the branch or branching condition and, in the Properties pane, select the Reportable
or the Child Reporting Enabled check box.
NOTE: Selecting 'Child Reporting Enabled' on parent activities selects all child activities.
2. Click Save.
Annotating activities and branches
Administrators can tag activities and branches with notes using the annotation field. Similar to a
sticky note, annotations enable administrators to mark an activity with descriptive information. For
example, administrators can annotate a Timeout branch to indicate, at a glance, how long before the
system times out and where contacts are directed in the workflow once a timeout occurs.
175
Multimedia Contact Center Installation and Deployment Guide
For an example of annotating activities, see the default workflows included with Multimedia Contact
Center.
To annotate an activity
1. Click the Notepad icon on the activity.
2. Type the annotation in the field provided.
3. Click Save.
To delete an entire annotation
l
Right-click the activity and select Annotations…=>Delete.
To display or hide an individual annotation
l
Click the Notepad icon on the activity. This closes an open annotation and opens a closed
annotation.
To expand all annotations in a workflow
l
Right-click an activity and select Annotations…=>Show All.
To hide all annotations in a workflow
l
Right-click an activity and select Annotations=>Hide All.
ACTIVITY LIST
This section describes Multimedia Contact Center activities.
NOTE: Red exclamation marks on activities indicate configuration errors to be corrected. Yellow
exclamation marks on activities indicate warnings. Clicking the ‘Validation’ button opens a pane
explaining the workflow’s Errors and Warnings.
Asking questions with the Ask activity
The Ask activity enables a workflow to automatically ask questions of contacts and route them
based on their responses. The Ask activity is configured with a single question that will be asked by
the media server or queue auto response username in a chat session or the media server name or
queue phone number in an SMS session. Depending upon their response, the contact is routed down
the configured response branches. For example, if you wanted to route a contact in an Inbound chat
workflow depending upon what product they were interested in, the question might be set to
“Welcome to the Sales queue. If you are interested in Product X, type Product X. If you are
interested in Product Y, type Product Y.” Depending upon the answer, the contact could be routed
down the Product X branch or down the Product Y branch.
The Ask activity can also be used to collect information from contacts. Contact responses are
stored in the <<LastDataCollected>> variable. Using a Set Variable activity, this information can be
set into other variables for use elsewhere or saved to a database with a Query activity. For more
information on Set Variable activities, see "Populating variables with the Set Variables activity" on
page 203. For more information on Query activities, see "Querying data providers with the Query
activity" on page 193.
176
Building visual workflows in Multimedia Contact Center: Activities
URLs entered into the Message field are turned into hyperlinks. Some website content can be
embedded into chat sessions using the Ask activity. If a link to a supported website’s content, such
as a link to a YouTube video, is entered into the Message field, the content is embedded directly into
the chat session. The following websites are supported for embedded content in chat:
l
https://twitter.com/
l
http://www.slideshare.net
l
https://soundcloud.com
l
http://www.youtube.com
NOTE:
l
l
Ignite supports embedding content from Google Maps in chat sessions. However, this
requires the use of embed maps URL, available from Google Maps, to embed a Google map,
such as: <iframe
src="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d2804.500978803945!2
d75.90911198444678!3d45.3386984790996!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!3m3!1
m2!1s0x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!1sen!2sus
!4v1445531227487" width="600" height="450" frameborder="0" style="border:0"
allowfullscreen&gt;&lt;/iframe>
SMS does not support embedded content.
To configure the Ask activity, you must
l
Configure the question to be asked
l
Configure the accepted responses from the contact
The Ask activity is available to Chat and SMS Inbound and Inqueue workflows.
Configuring the question to be asked
The Ask activity poses questions to contacts from the automatic response username for the media
server or the queue. It is recommended that the question be clearly worded and that if it requires
specific responses, that these be listed.
By default, the user can respond incorrectly three times before they are routed down the Failure
branch. The Invalid branch informs them that their response was invalid using a Say activity. By
default, the user has 30 seconds to respond before they are routed down the Timeout branch and
informed, using a Say activity, that they timed out and to try again. By default, users can timeout
three times before being routed down the failure branch. For information on configuring the Say
activity, see "Responding to contacts with the Say activity" on page 200.
The following procedures explain how to
l
Configure the question being asked
l
Set how many times the contact can respond incorrectly
l
Set how long the user has to respond to the question
177
Multimedia Contact Center Installation and Deployment Guide
To configure the question to be asked
1. Select the Ask activity and click Properties.
2. After Question, click ....
3. Type the question and click OK.
In a chat session, the question will be asked using the chat media server’s auto response
username or the chat queue’s username. In an SMS session, the question will be asked using
the SMS media server's name or the SMS queue's phone number.
4. Click Save.
To set how many times the contact can respond incorrectly
1. Select the Ask activity and click Properties.
2. Set the number of Invalid Attempts allowed.
3. Click Save.
To set how long the user has to respond to the question
1. Select the Ask activity and click Properties.
2. Set the Timeout (sec) duration, in seconds.
3. Set the number of Timeout Attempts that can occur.
4. Click Save.
Creating response branching conditions
After configuring the question, you must configure the accepted responses the contact may enter to
be used as branching conditions. Responses can be a set value or the can be a variable. When using
a variable as a response, the Ask activity compares the <<LastDataCollected>> variable to the
selected variable as if it were a Variable Compare activity. For more information on the Variables
Compare activity, see "Routing contacts with the Variable Compare activity" on page 209. An
answer branch may have multiple conditions applied to it. All conditions configured together in a
single branch have the ‘Boolean And’ applied to them.
The following procedures explain how to
l
Route contacts by their answer
l
Edit a response branching condition
l
Delete a response branching condition
To route contacts by an answer
1. Right-click on an Ask activity and click Add Branch.
2. Enter the Name of the branch.
3. Click Add.
4. In the second column select one of the following operators from the drop-down list:
l
l
178
!= Not Equal
= Equal
NOTE: This operator is case-sensitive. If this operator is being used in a comparison,
then the expression will look for an exact string match between the two items being
compared.
Building visual workflows in Multimedia Contact Center: Activities
l
Contains
l
Length
l
Starts With
5. In the third column, set the Value for the answer or select a Variable.
6. Repeat steps 2-4 for each additional answer value you want to route down this branch.
7. To enable reporting for this branch, select Enable reporting.
8. If you want to add another branch, click Add at the bottom of the window.
9. Click OK.
10. Click Save.
To edit a response branching condition
l
Right-click on a branching condition and click Edit.
To delete a response branching condition
l
Right-click on a branching condition and click Delete.
Suspending workflows with the Delay activity
The Delay activity suspends a workflow for a predetermined time. For example, an administrator
uses a Delay activity to suspend a workflow, enabling a third-party application to process a
command before the workflow continues to an activity requiring that the processing be complete.
The Delay activity is available to all Multimedia Contact Center workflows.
Setting the duration of Delay activities
Setting the duration of Delay activities specifies how long Multimedia Contact Center suspends a
workflow.
To specify how long Multimedia Contact Center suspends a workflow
1. Select the Delay activity and click Properties.
2. Set the Duration of the Delay activity, in seconds.
3. Click Save.
Sending emails with the Email activity
The Email activity sends emails from within a workflow, with or without attachments, to recipients
via an SMTP server connection configured in YourSite Explorer. For example, an administrator can
use the Email activity to send auto-acknowledgement messages to inbound emails.
Email activity templates support HTML and text-based content. Template fields can be populated
with variables, and attachments can be populated with variables or files.
You can set email properties to avoid sending multiple auto- response emails when an incoming
email is requeued or transferred.
The Email activity is available to all Multimedia Contact Center workflows.
179
Multimedia Contact Center Installation and Deployment Guide
Adding and editing SMTP server information to the Email activity
The following explains how to add and edit the connection between Multimedia Contact Center and
the email account on the SMTP server sending emails.
To add an SMTP server to an Email activity
1. Right-click the Email activity and select Edit SMTP Server.
2. Select a SMTP server and click OK.
3. Click Save.
To edit SMTP server information using the Email activity
1. Right-click the Email activity and select Edit SMTP Server.
2. Select the SMTP server and click Edit.
3. Follow the appropriate steps under "Configuring SMTP connections to Multimedia Contact
Center" on page 44.
Populating Email activity templates
The following explains how to populate email templates.
NOTE: To see a list of Email variables and their descriptions, go to Multimedia=>Variables.
To populate an Email template
NOTE: Email content inserted via the <<Body>> variable in the Email activity is limited to 2MB.
After 2 MB, content inserted via the <<Body>> variable is truncated.
1. Right-click the Email activity and select Edit Email Template.
2. Configure all email fields as applicable.
NOTE: In the To:, Cc:, and Bcc: fields, separate multiple addresses with semi-colons.
3. In the body of the email, type the template’s text.
4. To populate fields with variables, right-click the field and select the variable from the dropdown list.
NOTE: When an email with multiple recipients arrives at an Email activity, if the <<To>>
variable is used in the From field, no email response will be sent by the Email activity.
5. To indicate the importance of the email message, after Priority: select a level from the dropdown list.
NOTE: This option sets a visual indicator of the message’s importance in supporting email
clients only.
6. Click OK.
7. Click Save.
To add attachments
1. Right-click the Email activity and select Edit Email Template.
2. After Attachments, click the Browse button.
3. To add a variable, click Attachments and select the variable.
4. Click Add.
5. To add additional variables, repeat steps 3-4.
6. To add a file, click Browse.
180
Building visual workflows in Multimedia Contact Center: Activities
7. Navigate to the file and click Open.
8. To add additional files, repeat steps 6-7.
9. To change the order of the attachments, select the attachment and click Up or Down.
10. To remove an attachment, select the attachment and click Remove.
11. Click OK.
12. Click OK.
13. Click Save.
Configuring email send settings
By default, every time a contact reaches an Email activity in a workflow, an email is sent. Email
activities can be configured to only send an email once per contact, so that if that contact reaches
the same Email activity again, as a result of a requeue or transfer, the Email activity will not send a
second email. New contacts from the same source will still trigger the Email activity to send an
email.
To configure auto-response email settings
1. Select the Email activity and click Properties.
2. Select the Only Send Once check box to avoid sending more than one email to the same
contact with this activity.
3. Click Save.
Ending chat and SMS sessions with the End Session activity
The End Session activity ends an active chat or SMS session without terminating the workflow. For
the contact, the conversation ends, but the workflow may continue to post-conversation activities. A
Terminate Workflow activity is required to terminate a workflow after the End Session activity.
For example, an administrator uses the End Session activity in an Inqueue chat workflow that only
has automated responses from Ask and Say activities to end the contact’s chat session with the
queue while enabling the workflow to continue to a Query activity that writes a transcript of the
contact’s conversation back to SQL.
The End Session activity requires no configuration. Administrators can optionally provide the activity
with a name and system name. See "Naming activities and branches" on page 174 for more
information.
The End Session is available in all Chat and SMS Inbound and Inqueue workflows.
181
Multimedia Contact Center Installation and Deployment Guide
Running external processes with the Execute activity
The Execute activity enables Multimedia Contact Center to interact with external systems by
running the following four processes:
l
l
Executable/Script – Runs an *.EXE file or *.BAT script on the server and delivers return
values or parameters if the script executes successfully.
NOTE: The Execute activity requires *.EXE files and *BAT scripts to be on a UNC path.
PowerShell – Runs a PowerShell script on the server and delivers return values or
parameters if the script executes successfully.
NOTE:
l
l
l
l
The Execute activity requires PowerShell scripts to be on a UNC path.
The Execution Policy for PowerShell scripts must be set in the command prompt
window of PowerShell to Set-ExecutionPolicy RemoteSigned.
Web Service – Enables the Execute activity to retrieve an XML response from an external
web service using SOAP or REST and delivers return values if the script executes
successfully.
NOTE: The data being returned must be valid XML characters. Any invalid characters (such
as &, <, or >) will not return successfully and the workflow will route down the Failure branch.
The XMLNode object type is not supported.
CRM Service – Sends user defined queries to a Microsoft CRM 2011, Microsoft CRM 2013,
or Microsoft CRM Online system and delivers return values if the script executes
successfully.
For example, an administrator uses the Execute activity to retrieve customer information from a Web
Service database. This information is stored in a custom variable for use within the workflow or to
pass on to agents in a screen pop for enhanced customer service.
For an example of a workflow that uses the Execute activity to execute PowerShell and perform a
web service SOAP call to a publicly accessible web service, see the following Mitel Knowledge
Base article: http://micc.mitel.com/kb/KnowledgebaseArticle52022.aspx. Although the workflow is
for IVR Routing, the configuration of the Execute activity is the same for Multimedia Contact Center
workflows.
The Execute activity is available to all Multimedia Contact Center workflows.
NOTE: A success return value indicates the process executed without errors, and the Success
branch is followed. A failure return value indicates the process exited with errors and did not
complete as expected, and the Failure branch is followed.
Specifying the external processes to execute in workflows
The following procedures explain how to instruct the Execute activity to run
182
l
Executable/Script processes
l
PowerShell processes
l
Web Service processes
l
CRM Service processes
Building visual workflows in Multimedia Contact Center: Activities
To set an Executable/Script or PowerShell process
1. Right-click the Execute activity and select New Process=>Executable/Script or
PowerShell script.
2. For Executable/Script processes, after Path, click the Browse button and navigate to the
*.EXE or *BAT script. The script must be on a UNC path.
3. For Executable/Script processes, select the Separator required by the .exe file. The
separator is the character separating the parameters in the process’ command line statement.
4. For PowerShell processes, navigate to the PowerShell script.
5. To add a set of Input Parameters, click Add and select the Parameter the process uses to
execute.
NOTE: If batch files or Executable/Script processes require delimiters, they must be entered
manually in the Parameter column.
6. Under Value, select a variable or type a static value.
NOTE:
l
l
The variable is replaced when a contact progresses through the workflow.
To configure the process to use a value not linked to a parameter, select a variable from
the Value field and leave the Parameter field blank.
7. Repeat steps 5 and 6 for each set of input parameters the process uses. To delete a set of
parameters, click the arrow to the left of Parameter and click Remove.
8. Under Test Value, enter values to test the process and click Execute.
NOTE:
l
l
For Executable/Script processes, the Results dialog box lists return values and output
pipeline values.
For PowerShell processes, the Results dialog box lists return values and PSObject[X]
values.
9. Click OK to auto-populate the Output Mappings pane with Output values.
10. Leave the Process Setup window open and complete the steps under "Storing retrieved data
as variables" on page 185.
To set a SOAP Web Service process
1. Right-click the Execute activity and select New Process=>Web Service.
2. Type the Web Service URI and, for the Web Service Type, select SOAP.
3. If using a SOAP Web Service, click the Scan button to verify the Web Service.
4. Select a Web Method from the drop-down list. The Web Method populates the Parameters
field.
NOTE: SOAP Web Services populate the Web Methods field with a drop-down list of
available functions.
5. Under Value, select a variable or type a static Value.
6. Under Test Value, enter values to test the process and click Execute.
7. On the results dialog box, click OK.
8. Click OK to auto-populate the Output Mappings pane with Output values.
9. Leave the Process Setup window open and complete the steps under "Storing retrieved data
as variables" on page 185.
183
Multimedia Contact Center Installation and Deployment Guide
To set a REST Web Service process
1. Right-click the Execute activity and select New Process=>Web Service.
2. Type the Web Service URI and, for the Web Service Type, select REST.
CAUTION: If you are using the Execute activity with a web service as a part of a PCI
compliant workflow, ensure that you
l
Use an HTTP Secure (https) address.
If the return or input fields of the REST call contain sensitive information, use masked
variables in the Input and Output parameters of the Execute activity.
Failure to do so could invalidate your PCI compliance.
l
3. Type the Username and Password for the Web Service. Login credentials might not be
necessary depending on the Web Service used.
4. To add a set of Headers, click Add and type the Parameter the process uses to execute.
5. Under Value, select a variable or type a static value.
6. Repeat steps 4 and 5 for each set of headers the REST Web Service process uses.
7. To add a set of Input Parameters, click Add and type the Parameter the process uses to
execute.
8. Under Value, select a variable or type a static Value.
9. Repeat steps 7 and 8 for each set of input parameters the REST Web Service process uses.
To delete a set of parameters, click the arrow to the left of Parameter and click Remove.
10. To test the headers and input parameters, enter values under Test Value in Headers and Input
Parameters and click Execute.
11. In the XML Output pane of the Results dialog box, select the node containing the information
the Execute activity retrieves.
12. After Selected Node, click the Show Results button.
13. Click OK to auto-populate the Output Mappings pane with Output values.
14. Leave the Process Setup window open and complete the steps under "Storing retrieved data
as variables" on page 185.
To configure a CRM Service process
1. Right-click the Execute activity and select New Process=>Microsoft CRM.
2. Type the CRM URI used to communicate with the CRM system.
3. Select the CRM Version.
4. Complete the following fields:
l
184
Domain – Type the domain name of the CRM site.
NOTE: Domain name is only required for CRM 2011 or 2013.
l
Operation: Select the operation the Execute activity is performing
l
Username – Type the username for the CRM site login.
l
Password – Type the password for the CRM site login.
l
Entity Name – Select the name of the CRM entity that the Execute activity queries.
Building visual workflows in Multimedia Contact Center: Activities
5. To add a set of Input Parameters, click Add and select the Parameter the process uses to
execute.
The parameters depend on the Entity Name selected.
6. Under Value, select a variable or type a static Value.
7. Repeat steps 5 and 6 for each set of input parameters the CRM Service process uses. To
delete a set of parameters, click the arrow to the left of Parameter and click Remove.
8. Under Test Value, enter values to test the process and click Execute.
The results dialog shows mappings of the parameters to values.
9. Click OK.
10. Click Mapping to assign the output to variables, and click OK to store the data as variables.
11. Click Save.
Storing retrieved data as variables
The following procedure explains how to store data retrieved by the Execute activity as a variable.
These variables can be used later in the workflow.
To store retrieved data as a variable
1. In the Process Setup window, under Mapping, select a variable from the drop-down list to
correspond to each Output value.
2. Click OK.
When a contact progresses through the workflow, each variable in the Mapping field is
assigned the value indicated in the Output field.
3. Click Save.
Specifying options for following the Success, Timeout, and Failure
branches
The following procedure explains how to
l
l
Instruct the system to follow the Success branch before a process completes
Specify how long a process has to complete successfully before the Failure branch is
followed
To specify routing options for the Execute activity’s Success, Timeout, and Failure branches
1. Select the Execute activity and click Properties.
2. After Timeout (sec), type the duration for an associated process to complete successfully
before the Failure branch is followed.
3. Click Save.
Routing contacts with the From activity
The From activity checks the From: field of inbound emails and performs actions based on specified
branching conditions.
For example, an administrator configures a From activity to recognize the email addresses of
Platinum customers and route their emails to a Priority queue.
The From activity is available to Email workflows.
185
Multimedia Contact Center Installation and Deployment Guide
Applying branching conditions to the From activity
Applying branching conditions to the From activity enables administrators to
l
Direct emails based on specified values
l
Direct emails based on variables
To direct an email based on specified values
NOTE: To route based on specific email addresses in the ‘From:’ field, we recommend selecting
‘Contains’ and typing an email address for the activity to identify. This option identifies a wide range
of content in email ‘From:’ fields. For example, <<From>> Contains sales@email.com.
1. Right-click the From activity and select Add From Condition.
2. Type a Name for the branching condition and click Add.
3. From the second column, select one of the following:
l
l
NotEqual (!=)
For example, administrators can specify that emails not sent from
‘prioritysales@email.com’ are not sent to the priority sales branch.
Equal (=)
For example, administrators can specify that emails sent from
‘prioritysales@email.com’ are directed to the priority branch.
NOTE: If selecting ‘Equal’, administrators must specify an email address as the
‘<Value>’.
l
l
l
Contains
For example, administrators can specify that emails with ‘priority’ in the From: field are
directed to the priority branch.
Length
For example, administrators can specify that emails sent from addresses longer than
25 characters are directed to a branch for spam.
StartsWith
For example, administrators can specify that emails sent from addresses starting with
‘priority’ are sent to the priority sales branch.
4. Click <Value> and enter a criterion to branch emails, for example, ‘priority’.
5. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
6. Click Save.
To direct an email based on variables
NOTE: Directing emails based on variables requires first inserting and configuring an activity on the
Canvas capable of populating the From activity’s destination variable. For a list of Email variables,
go to Multimedia=>Variables.
186
Building visual workflows in Multimedia Contact Center: Activities
1. Right-click the From activity and select Add From Condition.
2. Type a Name for the branching condition and click Add.
3. From the second column, select an operator. See the procedure above for a description of
each option.
NOTE: To route based on specific variables in the ‘From:’ field, we recommend selecting
‘Contains’ and selecting a variable for the activity to identify. This option identifies a wide
range of content in email ‘From:’ fields.
4. From the third column, select Variable.
5. Select the variable used to branch emails and click OK.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
Routing contacts with the Go To activity
The Go To activity sends contacts to an alternate point in the workflow.
For example, an administrator is configuring the Offer to Agent Group activity for an Email Inbound
workflow. The Go To activity, embedded in the Offer to Agent Group activity, is set with a
destination of the Offer to Agent Group activity. If the system cannot offer an email to an agent, the
Go To activity directs the email back to the Offer to Agent Group activity and the system searches
again for an agent.
The Go To activity is available to all Multimedia Contact Center workflows.
Specifying the target activity for the Go To activity
The following procedure explains how to specify where the Go To activity sends contacts
To specify where the Go To activity sends contacts
1. Right-click the Go To activity and select Target….
2. Select the activity to which the Go To activity sends contacts and click OK.
3. If you do not want to increase the repeat count of your workflow, for example if your workflow
uses embedded menus or the Collect Digits activity, in the Properties pane, select the Reset
Repeat Count check box to give callers an unlimited number of attempts to enter information.
4. Click Save.
Configuring parent workflow destinations for subroutine Go To activities
If a Go To activity is placed in a subroutine, it can route contacts to the parent workflow to which the
subroutine is assigned by setting its destination as ‘Go To Parent Workflow’. A target destination
must be set on the Subroutine activity to set where the contacts are routed to in the Parent workflow.
To configure a parent workflow destination for a subroutine Go To activity
1. In the parent workflow, select the Subroutine activity.
2. In the Properties, after Target Activity select the activity to which the subroutine Go To
activity returns contacts from the drop-down list.
3. Click Save.
187
Multimedia Contact Center Installation and Deployment Guide
Routing contacts with the Interflow activity
The Interflow activity transfers messages that have been waiting in queue for a designated time to
an alternate queue, a queue group, or to a variable. Configuring the Interflow activity to direct
contacts based on variables in the workflow enables the activity to dynamically route messages in
queue to appropriate interflow points.
The Interflow activity is available to Inqueue workflows for all media types.
Interflowing contacts to queues, queue groups, external addresses, and
variables
The following procedures explain how to
l
Interflow contacts from one queue to another queue or queue group
l
Interflow contacts to an external destination
l
Interflow contacts to a variable
NOTE: This variable must be a queue reporting number, dialable number, or name associated
to the queue.
To interflow a contact from one queue to another queue or queue group
1. Select the Interflow activity.
2. Click Properties and, after Destination, click the … button.
3. Select either Queue or Queue group, select the queue or queue group, and click OK.
NOTE:
l
l
To add a queue to the list, click Add and follow the appropriate steps under "Adding
multimedia queues" on page 77.
To add a queue group to the list, click Add and follow the appropriate steps under
"Adding queue groups" on page 87.
4. Optionally, to keep the current queue's priority for the interflowed contact in the destination,
select Maintain Queue Priority.
5. After Timeout Duration, set the time allotted for the interflow before the call is routed down
the Failure branch.
6. Click Save.
To interflow a contact to an external destination
1. Select the Interflow activity.
2. Click Properties and, in the Destination field, type the external phone number to which
contacts are transferred.
3. Select External Transfer.
4. Click Save.
188
Building visual workflows in Multimedia Contact Center: Activities
To interflow a contact to a variable
NOTE: Interflowing a contact to a variable requires first inserting and configuring an activity on the
Canvas capable of populating the Interflow activity’s destination variable.
1. Select the Interflow activity.
2. Click Properties and, in the Destination field, click the … button.
3. Click Variable, select a variable, and click OK.
NOTE: This variable must be a queue reporting number, dialable number, name, or email
address associated to the queue. The variable cannot be a personal email address.
4. Optionally, to keep the current queue's priority for the interflowed contact in the destination,
select Maintain Queue Priority.
5. After Timeout Duration, set the time allotted for the interflow before the call is routed down
the Failure branch.
6. Click Save.
Tagging contacts with the Junk Email activity
The Junk Email activity, used in conjunction with other activities, tags inbound emails as junk and
prevents them from reaching a queue.
For example, an administrator configures a Variable Compare activity to identify spam keywords
found in emails. Emails containing these words are directed to a branch containing a Junk Email
activity. The Junk Email activity removes the contact from the workflow, preventing spam from
reaching the queue.
The Junk Email activity requires no configuration. Administrators can optionally add a name and
system name to the activity. See "Naming activities and branches" on page 174 for more
information.
The Junk Email activity is available to Email Inbound and Inqueue workflows.
Tagging inbound contacts with the No Reply Email activity
The No Reply Email activity, used in conjunction with other activities, tags inbound emails as not
requiring a reply and prevents them from reaching a queue.
For example, an administrator configures a Variable Compare activity to identify the words ‘Out of
Office’ in email subject fields. Contacts meeting these conditions are directed to a branch containing
a No Reply Email activity. The No Reply Email activity removes the contact from the workflow. The
No Reply Email activity prevents messages not requiring a response from taking up space in queues
and being sent to agents.
The No Reply Email activity requires no configuration. Administrators can optionally add a name and
system name to the activity. See "Naming activities and branches" on page 174 for more
information.
The No Reply Email activity is available to Email Inbound and Inqueue workflows.
Routing contacts with the Offer to Agent Group activity
The Offer to Agent Group activity specifies the agent groups that are offered contacts in queue,
establishing a primary response agent group and overflow agent groups.
189
Multimedia Contact Center Installation and Deployment Guide
If an agent in the group is available, the Agent Available branch is followed and the agent is offered
the contact. If the agent accepts, the Success branch is followed. If the agent does not accept, the
Failure branch is followed and the system checks again for an available agent. If a contact
terminates in the queue before reaching an agent, the Completed branch is followed. This activity
also offers overflow options if agents are unavailable, if contacts wait in queue too long, and if agents
in the primary group are logged out. Configuring the Offer to Agent Group activity also enables
administrators to implement push, pick, and mixed model routing.
An agent group can only be associated with an Offer to Agent Group activity once per Inqueue
workflow. Attempting to associate an agent group with additional Offer to Agent Group activities
returns a validation error.
The Offer to Agent Group activity is available to Inqueue workflows for all media types.
The following procedures explain how to configure routing options for offering contacts to agent
groups.
NOTE: To enable mixed model routing, where agents select their contacts from queues, but
contacts waiting in queue past a specified time are offered to available agents, see "Enabling mixed
model routing" on page 210.
Configuring routing options for offering contacts to agent groups
The following procedures explain how to
l
Specify the agent groups offered contacts
l
Set the time limit for accepting contacts
l
Enable overflow to additional agent groups
l
Disable overflow to additional agent groups
l
Overflow contacts instantly if agents are logged out
l
Instruct the system to push contacts to agents
l
Enable agents to pick contacts out of queue
l
Specify how frequently the Interval branch is followed
CAUTION: If an Offer To Agent Group activity is enabled for overflow and there are no activities in
either the Overflowed branch of the Offer to Agent Group activity or following the Offer to Agent
Group activity in the workflow, contacts will be lost when they are routed down the Overflowed
branch.
To specify the agent groups offered contacts
1. Select the Offer to Agent Group activity and click Properties.
2. After Answering Agent group, click ....
3. Select the agent group to handle contacts and click OK.
NOTE: In the Properties pane, the workflow must have ‘Validate workflow’ selected to
successfully offer contacts to the agent group. See "Validating workflows" on page 162 for
more information.
4. Click Save.
190
Building visual workflows in Multimedia Contact Center: Activities
To set the time limit for accepting contacts
1. Select the Offer to Agent activity and click Properties.
2. After Requeue Time, type a length of time in hh:mm:ss.
3. Click Save.
To enable overflow to additional agent groups
1. Select the Offer to Agent Group activity and click Properties.
2. After Overflow Time, type the time contacts wait in queue before the Overflow branch is
followed.
NOTE: If the Inqueue workflow contains activities that can take a significant amount of time
to execute such as: Ask, Delay, Query, or Subroutine, then the Overflow Time duration
entered in the Offer to Agent Group activity must include the time spent within these activities
in addition to the specified duration of time the contact will be offered to the group. For
example: Offer to Agent Group activity (Overflow Time: 10 seconds) -> Delay activity
(Delay: 1 minute) -> Offer to Agent Group activity (desired Overflow Time: 10 seconds). The
second Offer to Agent Group activity would set its Overflow Time to 1 minute and 20 seconds.
3. Click Save.
To disable overflow to additional agent groups
1. Select the Offer to Agent Group activity and click Properties.
2. Select Do Not Allow Overflow and set the Overflow Time to 00:00:00.
3. Ensure there are no subsequent Offer to Agent Group activities on the Canvas.
4. Click Save.
To overflow the contact instantly if agents are logged out
NOTE: This option also instantly overflows contacts if the preferred agent is logged off. For more
information, see "Routing contacts with the Offer to Preferred Agent activity" on page 192.
1. Select the Offer to Agent Group activity and click Properties.
2. Select the Overflow item when all agents are logged out check box.
NOTE: Ensure 'Do Not Allow Overflow' is not selected.
3. Click Save.
To instruct the system to push contacts to agents
NOTE: A push model instructs the system to evaluate all agents within a skill level and direct the
contact to agent longest idle. To assign skill levels to agents, see "Managing agent group
membership, presence, and skill level" on page 75.
1. Select the Offer to Agent Group activity and click Properties.
2. Select the Push Items to Agent check box.
3. Click Save.
191
Multimedia Contact Center Installation and Deployment Guide
To enable agents to pick contacts out of queue
NOTE: A pick model enables agents to select contacts from the queue using Ignite.
1. Select the Offer to Agent Group activity and click Properties.
2. Deselect the Push Items to Agent check box.
3. Click Save.
To specify how frequently the Interval branch is followed
NOTE: The workflow follows the Interval branch to perform additional activities, at set intervals,
while contacts are routed. For example, in a pick routing model, the Interval branch can check
contacts’ time in queue and, after a time, push them to agents. Administrators can add activities to
the Interval branch to determine actions the system takes when this branch is followed.
1. In the Offer to Agent Group activity, select the Interval branch activity.
2. After Interval Time, type how often the Interval branch is followed.
3. Click Save.
Routing contacts with the Offer to Preferred Agent activity
The Offer to Preferred Agent activity directs ongoing conversations to the agent who either handled
the contact previously or wrote the original outbound email. If an incoming contact is part of an
ongoing conversation, the system automatically populates the preferred agent variable with the
agent that last handled the conversation.
For example, if a support agent is handling an ongoing issue with a customer, the Offer to Preferred
Agent activity directs all incoming contacts from the customer to that agent. If the agent is not
available, the system waits until the Overflow Time is reached and follows the Overflow branch.
Administrators can configure the activity to overflow contacts instantly if the agent is logged out.
The Offer to Preferred Agent activity offers the contact to the preferred agent only if their Workload
permits handling this contact. The activity can also be configured to offer the contact to the preferred
agent only if that agent is currently answering for the queue the contact came in on.
Preferred Agent is not set for agents handling emails that originated internally within a contact
center. If an agent is responding to an email from another internal queue, Multimedia Contact Center
does not set that agent as the Preferred Agent. For example, if a customer addressed an email to
two different queues, the Preferred Agent would only be set for the email sent from the customer,
rather than emails sent from the agents.
The Offer to Preferred Agent activity is available to all multimedia Inqueue workflows.
192
Building visual workflows in Multimedia Contact Center: Activities
For information on configuring this activity’s Overflow Time, Interval Time, and the option to overflow
contacts instantly if the preferred agent is logged out, see "Routing contacts with the Offer to Agent
Group activity" on page 189.
NOTE:
l
l
l
Offer to Preferred Agent functionality requires that auto case and ticket number generation for
the email media server is not disabled. See "Adding email to Multimedia Contact Center" on
page 56 for more information.
If contact centers use preferred agent routing, we recommend that agents do not adjust case
and ticket numbers in email subject lines. Removing or otherwise altering case and ticket
numbers in subject lines can interfere with preferred agent routing.
If the Preferred Agent is deleted or moved to another agent group, they will no longer be
considered to be the Preferred Agent.
To set the time limit for accepting contacts
1. Select the Offer to Agent activity and click Properties.
2. After Requeue Time, type a length of time in hh:mm:ss.
3. Click Save.
To only route contacts to preferred agents currently answering for this queue
l
Select Only offer to agents answering for this queue.
Routing contacts with the Overflow activity
The Overflow activity sends contacts immediately to overflow agent groups.
For example, an administrator wants emails waiting in queue for four hours to overflow to a
secondary agent group. The administrator adds an Offer to Agent Group activity to a workflow, and
configures the Interval branch with a Queue activity reading the queue’s Agents Available. The
administrator places an Overflow activity after the Queue activity. Once the Queue activity registers
that the queue has less than 2 available agents, the email moves to the Overflow activity and is
directed to the secondary agent group.
The Overflow activity requires no configuration. Administrators can optionally provide the activity
with a name and system name. See "Naming activities and branches" on page 174 for more
information.
The Overflow activity is available to Inqueue workflows for all media types.
Querying data providers with the Query activity
The Query activity reads and writes information through an MS SQL connection, ODBC connection,
Excel sheet, or LDAP provider. Administrators can use the Query activity to retrieve information and
store it in custom variables for use within workflows. Advanced queries return multiple records of
information that can be stored in multiple variables.
For example, an administrator uses a Query activity in an Inbound Email workflow to retrieve
customer account balances from a SQL database. The administrator populates an Email activity
template with a variable that will contain this information, retrieved from the Query activity. The
workflow responds with balance information to customers inquiring via email.
The Query activity is available to all Multimedia Contact Center workflows.
193
Multimedia Contact Center Installation and Deployment Guide
NOTE:
l
l
By default, the query result is stored within the <<LastQueryResult>> system variable. Each
subsequent Query action overwrites this variable. It is not recommended to use the
LastQueryResult variable when expecting protected information to be contained within this
variable.
For information on configuring data providers, see "Configuring data providers" on page 165.
Connecting Query activities to data providers
Connecting Query activities to data providers enables the Query activity to access data and use this
information to route contacts. See "Configuring data providers" on page 165 for more information.
1. Select the Query activity and click Properties.
2. After Data Provider, click the Browse button.
3. Select a data provider and click OK.
NOTE: The Query activity cannot be saved without a query or write statement configured.
Running simple queries in workflows
Running simple queries enables administrators to retrieve information from a database and store it in
a variable.
To run a simple query in a workflow
1. Select the Query activity and click Properties.
2. After Query statement, click the Browse button and, under Query Type, select Simple
Query.
3. After Database Table Name, from the drop-down list, select the table to query.
'Database table names' refer to the tables in the data source from which the Query activity
retrieves information.
4. After Column Return Name, from the drop-down list, select the column of data to query.
'Column return names' refer to the columns in the selected table, from which the Query
activity retrieves information.
5. After Variable Return Name, from the drop-down list, select the variable to populate with the
return value.
'Variable return names' refer to the variables populated as a result of the query.
6. After Column Where Name, from the drop-down list, select the name of the column of data
to compare against.
'Column where names' refer to the columns in the data source against which the Query
activity compares information.
7. After Variable Where Name, from the drop-down list, select the variable to use for
comparison.
'Variable where names' refer to the variables against which the Query activity compares.
194
Building visual workflows in Multimedia Contact Center: Activities
8. To test the query, after Test with a value equal to, enter an existing value from the data
provider and click Test Query.
The Raw SQL window displays the SQL statement based on the selections from the dropdown lists.
9. To clear all fields and return to the Canvas, click Clear. To accept the query, click OK.
10. Click Save.
Running advanced queries in workflows
Advanced queries enable administrators with knowledge of SQL to write SQL statements retrieving
information from a database provider. Advanced queries also support LDAP syntax for LDAP
providers, and advanced queries for MS SQL Server and ODBC data providers support stored
procedures.
Administrators can use an advanced query to retrieve single or multiple records from a database
provider.
To run an advanced query in a workflow
1. Select the Query activity and click Properties.
2. After Query statement, click the Browse button, and under Query Type, select Advanced
Query.
3. Under Query, type the SQL statements to be run directly against the data provider and click
Execute.
The Execute window opens displaying a list of detected input and output parameters.
4. Under Value, type the numbers corresponding to the values contained in the data provider.
5. Click Run.
6. To assign variables to store information returned by the SQL statements, click the Variable
Assignment tab.
Return Column will be populated with the column names in the data provider.
7. Under Variable Name, select the variables to store information returned by the SQL
statements.
8. To assign values to the parameters filled by the SQL statements, click the Parameter
Assignment tab.
Parameter Name will be populated with the SQL parameters used to query the data provider.
9. After Variable Name, select a variable from the drop-down list to store the information
retrieved by the SQL parameter.
10. To view the values returned from the query, click the Test Results tab.
11. To clear the variables and their parameters, click Clear. To accept the query, click OK.
12. Click Save.
195
Multimedia Contact Center Installation and Deployment Guide
Defining write statements
Write statements define a delete, insert, or update statement against a specified data provider. Write
statements enable administrators to delete, insert, or update column values in a data provider from
within a workflow.
The following procedures explain how to configure simple and advanced write statements
NOTE: Advanced write statements enable users with knowledge of SQL to write insert, update, or
delete SQL statements.
To define a simple write statement
1. Select the Query activity, click Properties and, after Write statement, click the Browse
button.
2. Select Simple Write and select a Write Type from the drop-down list. Options vary by data
provider.
3. After Table Name, select the table in the data provider against which the write statement is
defined.
4. Under Column Name, select a column in the data provider against which the write statement
is defined.
5. Under Value, select the data to be inserted into the data provider.
6. Under Where, select a column name.
NOTE:
l
‘Where’ statements display only if Delete or Update is selected
l
The column names displaying in the list derive from the Table Name selected.
7. Select an operator from the drop-down list
l
=
l
<>
l
>
l
<
l
>=
l
<=
8. From the third drop-down list, select or type the variables used to evaluate the information
selected from the first column
9. To test the write statement, click Test Syntax.
10. To empty column values, click Clear. To accept the write statement, click OK.
11. Click Save.
To define an advanced write statement
1. Select the Query activity, click Properties.
2. After Write statement, click the Browse button and select the Advanced Write button.
3. Under Query, type the insert, update, or delete SQL statements to be run against the data
provider and click Execute.
4. The Parameter name column will be populated with the column names in the data provider.
196
Building visual workflows in Multimedia Contact Center: Activities
5. Under Variable Name, from the drop-down list, select the variables used to evaluate the
information you selected from the first column.
6. To test the write statement, click Test Syntax.
7. To empty column values, click Clear. To accept the write statement, click OK.
8. Click Save.
Returning multiple results with queries
The Query activity supports returning multiple results from a query. When a Query activity returns
multiple results from a query, the Success branch is followed for each result. When there are no
more results, the message exits the Success branch of the Query activity and continues along the
workflow.
Multiple result returning Query activities enable contact centers to build more complex workflow
functions, such as providing callers access to an employee directory.
Routing contacts with the Queue activity
The Queue activity branches workflows based on real-time queue conditions, enabling
administrators to route contacts based on emerging queue conditions.
For example, an administrator building an Email Inbound workflow configures the Queue activity to
send emails waiting in queue four hours or longer to a secondary queue. This enables the contact
center to meet its service level goals.
The Queue activity is available to all Multimedia Contact Center workflows.
Applying queue conditions to the Queue activity
The following explains how to
l
Associate queue conditions to a queue or queue group
l
Associate queue conditions to a variable
l
Add queue condition to an existing branch
l
Edit queue conditions
l
Delete queue conditions
l
Import and export queue conditions
l
Group queue conditions
NOTE: Multimedia Contact Center evaluates Queue conditions from left to right. To change the
order in which the activity evaluates conditions, see "Changing the order in which branches are
evaluated" on page 175.
To associate queue conditions to a queue or queue group
1. Right-click the Queue activity and select Add.
2. Type a Name for the queue condition and, after Queue, click the ...button.
3. Select either Queue or Queue Group, select the queue or queue group; and click OK.
4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
5. In the third column, select an operator from the drop-down list. Options vary according to the
variable chosen.
6. Click the fourth column and select either Value, Queue Stats, or Variable.
197
Multimedia Contact Center Installation and Deployment Guide
7. For Value, type in a numeric value or enable the check box for the value.
8. For Queue Stats, select a queue stat from the drop-down list.
9. For Variable, select a variable from the drop-down list.
10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
11. Click OK.
12. To add another condition, click Add and repeat steps 4-11.
13. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
14. Click Save
Associate queue conditions to a variable
NOTE: Associating queue conditions to a variable requires first inserting and configuring an activity
on the Canvas capable of populating the Queue activity’s destination variable.
1. Right-click the Queue activity and select Add.
2. Type a Name for the queue condition and, after Queue, click the ...button.
3. Select the Variable tab, select a variable, and click OK.
To see a list of Multimedia Contact Center variables and their descriptions, go to
Multimedia=>Variables.
4. Click Add and, from the second column, select a real-time statistic from the drop-down list.
5. In the third column, select an operator from the drop-down list. Options vary according to the
variable chosen.
6. Click the fourth column and select either Value, Queue Stats, or Variable.
7. For Value, type in a numeric value or enable the check box for the value.
8. For Queue Stats, select a queue stat from the drop-down list.
9. For Variable, select a variable from the drop-down list.
10. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
11. Click OK.
12. To add another condition, click Add and repeat steps 4-11.
13. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
14. Click Save
To edit queue conditions
1. Right-click the relevant branch in the Queue activity and select Edit Condition.
2. Click Add and, from the second column, select a real-time statistic from the drop-down list.
3. In the second column, select an operator from the drop-down list. Options vary according to
the variable chosen.
4. Click the third column and select either Value, Queue Stats, or Variable.
5. For Value, type in a numeric value or enable the check box for the value.
6. For Queue Stats, select a queue stat from the drop-down list.
7. For Variable, select a variable from the drop-down list.
198
Building visual workflows in Multimedia Contact Center: Activities
8. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
9. Click OK.
10. To add another condition, click Add and repeat steps 2-9.
11. Click Save.
To delete queue conditions
l
To delete a queue condition, select the row for the condition and click Delete.
To import and export queue conditions
1. To import queue conditions, click the Import button and navigate to a *.csv file.
NOTE:
l
l
Conditions on a single line and separated by a comma will be added to a single branch.
Conditions on multiple lines and separated by a comma will be added to multiple
branches.
2. To export queue conditions, click the Export button and navigate to a *.csv file.
3. To test the conditions, click Test Parameters, enter a value in the relevant fields and click
Test.
To group conditions being compared
l
See "Grouping expressions" on page 172.
Submitting callbacks with the Save Callback activity
The Save Callback activity saves a callback request to the SQL database. This activity works with
IVR Routing to submit callback requests from Multimedia Contact Center to submit callback
requests to IVR Routing. The Save Callback activity is included if you are licensed for IVR but not
available if you are licensed for Messaging and Routing.
The Save Callback activity requires the following variables be set with information for the callback
request to be submitted correctly:
l
l
l
CallbackClientNumber—This variable must be populated with the phone number to which the
callback request will be made.
CallbackDestination—This variable must be populated with dialable number of the voice
queue to which the callback request will be submitted.
CallbackOutboundWorkflowId—This variable must be populated with the Outbound callback
subroutine you want to use to submit callbacks to agents.
NOTE: It is recommended that you use the default abandon outbound callback subroutine as
callbacks submitted by a Multimedia Contact Center workflow will not contain a message to
be played for agents.
For additional information on the Save Callback activity and callbacks, see the MiContact Center
Installation and Administration Guide.
The Save Callback activity has a Success and Pending branch. The activity routes down Pending
when network issues prevent the callback from being submitted. When the network issues are
resolved, the callback will be saved.
The Save Callback activity is available to all Multimedia Contact Center workflows.
199
Multimedia Contact Center Installation and Deployment Guide
To set the Save Callback request reason
1. Select the Save Callback activity.
2. After Request Reason, select New Request from the drop-down menu.
NOTE: If you are using this activity to submit a callback, you should use New Request.
3. Click Save.
Responding to contacts with the Say activity
The Say activity sends messages to contacts.
For example, if a chat message is sent to the contact center after hours, the Say activity can
respond with the message 'Thank you for contacting us. Our chat queues are currently closed.
Please try again Monday through Friday 9am – 5pm.'
URLs entered into the Message field are turned into hyperlinks and will open in another window or
tab of the contact’s browser when the customer clicks on them. Some website content is
embeddable into chat sessions using the Say activity. If a link to a supported website’s content,
such as a link to a YouTube video, is entered into the Message field, the content is embedded
directly into the chat session. The following websites are supported for embedded content in chat:
l
https://twitter.com/
l
http://www.slideshare.net
l
https://soundcloud.com
l
http://www.youtube.com
NOTE:
l
l
Ignite supports embedding content from Google Maps in chat sessions. However, this
requires the use of embed maps URL, available from Google Maps, to embed a Google map,
such as: <iframe
src="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d2804.500978803945!2
d75.90911198444678!3d45.3386984790996!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!3m3!1
m2!1s0x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!1sen!2sus
!4v1445531227487" width="600" height="450" frameborder="0" style="border:0"
allowfullscreen&gt;&lt;/iframe>
SMS does not support embedded content.
The Say activity is available to Chat and SMS Inbound and Inqueue workflows.
To customize Say activity messages
1. Select the Say activity.
2. After Message, click ....
3. Type the content of the auto-response message and click OK.
In a chat session, the message will be said using the chat media server’s auto response
username or the chat queue’s username. In an SMS session, the message will be said using
the SMS media server's name or the SMS queue's phone number.
4. Click Save.
200
Building visual workflows in Multimedia Contact Center: Activities
Routing contacts with the Schedule activity
The Schedule activity branches workflows based on date and time conditions, enabling a workflow
to respond to a business’ hours of operation.
For example, an administrator uses a Schedule activity to route chat messages arriving after hours
to an after-hours branch. Contacts following this branch receive a response indicating that the
contact center is closed and to send the chat again during business hours.
The Schedule activity is available to all Multimedia Contact Center workflows.
Applying branching conditions to the Schedule activity
The following procedures explain how to
l
Route contacts by time of day
l
Route contacts by day of the week
l
Route contacts by date and holiday
l
Modify schedule conditions
l
Route contacts by schedule
l
Import and export Schedule conditions
l
Route contacts by grouped Schedule conditions
To route contacts by time of day
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type a Name for the time condition.
3. Click Add, and, from the second drop-down list, select Time.
4. Click 00:00:00-00:00:00, specify the Start Time and End Time for the business (hh:mm:ss),
and click OK.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
To route contacts by day of the week
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type a Name for the day of the week condition.
3. Click Add and, from the second drop-down list, select DOW.
4. Click <Value>, select the days of the week the business is open, and click OK.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
201
Multimedia Contact Center Installation and Deployment Guide
To route contacts by date and holiday
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type a Name for the date or holiday condition.
3. Click Add and, from the second drop-down list, select either Date or Holiday.
4. From the third drop-down list, select the date or holiday that the contact center is closed and
click OK.
NOTE: Administrators may select ‘Reoccur every year’ for date conditions if the business is
regularly closed on that date.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
To modify Schedule conditions
1. Right-click the branch to modify and click Edit.
2. Change the branch as required.
3. To test the conditions, under Testing, select a date and time and click Test.
4. Click OK to create the branch, or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
5. Click Save.
To route contacts by schedule
NOTE: The default schedule conditions determine when Multimedia Contact Center executes
business hour workflows and after hour workflows. These conditions include the default Monday to
Friday, 9:00 AM to 5:00 PM schedule and the default 24/7 schedule. These default Schedule
conditions can be used as is or modified to suit specific hours of operation. See also "Modifying
default business hour schedules" on page 95.
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type a Name for the schedule condition.
3. Click Add and, from the second drop-down list, select Schedule.
4. From the third drop-down list, select a schedule.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch, or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
To import and export Schedule conditions
1. Right-click the Schedule activity and select Add a schedule condition.
2. Type a Name for the schedule condition.
3. To import schedule conditions, click the Import button, navigate to a *.csv file, and click
Open.
202
Building visual workflows in Multimedia Contact Center: Activities
4. To export schedule conditions, click the Export button, navigate to a *.csv file, and click
Open.
NOTE:
l
Conditions on a single line and separated by a comma are added to a single branch.
l
Conditions on multiple lines and separated by a comma are added to multiple branches.
5. To test the conditions, under Testing, select a date and time and click Test.
6. Click OK to create the branch, or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
To route contacts by grouped Schedule conditions
l
See "Grouping expressions" on page 172.
Populating variables with the Set Variables activity
The Set Variables activity takes values generated within a workflow, and populates variables with
this data for use later in the same workflow.
For example, an administrator configures a Set Variables activity to retrieve customer data from
incoming emails. This information is used in an Email activity’s template for automatic responses to
the customer.
The Set Variables activity is available to all Multimedia Contact Center workflows.
Populating the Set Variables activity with data
The following explains how to retrieve workflow data and use it to populate Set Variables activities.
To populate the Set Variables activity with workflow data
1. Right-click the Set Variables activity and select Edit Variable Settings.
2. Type a Name for the activity and click Add.
3. Select a variable from the drop-down list and click OK.
To see a list of Multimedia Contact Center variables and their descriptions, go to
'Multimedia=>Variables'.
4. In the third column, either type a Value, an expression in Advanced Text, or select Variable
and select a variable from the drop-down list. If selecting a value, note that options vary
according to the variable selected. Advanced Text is only available with certain variables.
5. Click OK.
6. To add a variable row, click Add. To delete a variable row, select the row and click Delete.
7. Click Save.
Sending SMS with the SMS activity
The SMS activity sends SMS contacts from within a workflow to recipients via the SMS Gateway
connection configured in YourSite Explorer. For example, an administrator can use the SMS activity
to send auto-acknowledgement messages to inbound SMS contacts.
SMS activity templates support text-based content. Template fields can be populated with variables.
The SMS activity is available to all Multimedia Contact Center workflows.
203
Multimedia Contact Center Installation and Deployment Guide
To add an SMS template to an SMS activity
1. Select the SMS activity.
2. After SMS template, click ….
3. After From, click ….
4. Select an SMS Provider and click OK.
5. After To, type the dialable number or a variable containing the dialable number of the SMS
recipient.
Dialable numbers must not contain punctuation or special characters.
6. Type the body of the message.
The body can have up to 320 characters.
7. Click OK.
8. Click Save.
Executing subroutines with the Subroutine activity
The Subroutine activity represents a set of workflow steps that can be inserted at any point in a
workflow or in multiple workflows. Editing the subroutine changes all instances of that subroutine in
workflows, enabling administrators to edit multiple workflows using a single point of configuration.
The Subroutine activity is an efficient means of replicating and configuring workflow segments. For
information on subroutines, see "Building subroutines" on page 163.
The Subroutine activity is available to all Multimedia Contact Center workflows.
NOTE: Go To activities nested in subroutines can have a target activity in either the subroutine or
the parent workflow.
Assigning subroutines to workflows
The following section explains how to
l
Assign subroutines to the Subroutine activity
l
Assign variables to the Subroutine activity
l
Expand subroutines in workflows
To assign a subroutine to the Subroutine activity
1. Right-click the Subroutine activity and click Assign…
2. Click the Subroutines tab, select a subroutine to assign and click OK.
3. Click Save.
To assign a variable to the Subroutine activity
NOTE: Assigning a variable to the Subroutine activity requires first inserting and configuring an
activity on the Canvas capable of populating the variable.
1. Right-click the Subroutine activity and click Assign…
2. Click the Variable tab, select a variable to assign and click OK.
To see a list of Multimedia Contact Center variables and their descriptions, go to
Multimedia=>Variables.
3. Click Save.
204
Building visual workflows in Multimedia Contact Center: Activities
To expand a subroutine in a workflow
l
Right-click the Subroutine activity and click Open…
Configuring parent workflow destinations for subroutine Go To activities
If a Go To activity is placed in a subroutine, it can route contacts to the parent workflow to which the
subroutine is assigned by setting its destination as ‘Go To Parent Workflow’. A target destination
must be set on the Subroutine activity to set where the contacts are routed to in the Parent workflow.
To configure a parent workflow destination for a subroutine Go To activity
1. In the parent workflow, select the Subroutine activity.
2. In the Properties, after Target Activity select the activity to which the subroutine Go To
activity returns contacts from the drop-down list.
3. Click Save.
Ending workflows with the Terminate Workflow activity
The Terminate Workflow activity ends a workflow at any stage.
For example, an administrator uses a Terminate Workflow activity to end an Inqueue workflow once
a contact requires no further routing to an agent.
The Terminate Workflow activity requires no configuration. Administrators can optionally provide the
activity with a name and system name. See "Naming activities and branches" on page 174 for more
information.
The Terminate Workflow activity is available to all Multimedia Contact Center workflows.
Routing contacts with the To activity
NOTE: Email routing to blind-copied queues is not supported.
The To activity checks the 'To:' and 'Cc:' fields of inbound emails. The activity performs actions
based on specified branching conditions. Administrators can specify whether the To activity checks
one or all of the above fields for email.
For example, an administrator configures the To activity to route an email to the Sales queue if the
email contains ‘sales@email.com’ in its To: or Cc: field.
The To activity is available to all Email workflows.
Applying branching conditions to the To activity
Applying branching conditions to the To activity enables administrators to
l
Direct emails based on specified values
l
Direct emails based on variables
l
Group the conditions used to direct emails
205
Multimedia Contact Center Installation and Deployment Guide
To direct emails based on specified values
NOTE: To route based on specific email addresses in the ‘To:’ and 'Cc:' fields, we recommend
selecting ‘Contains’ and typing an email address for the activity to identify. This option identifies a
wide range of content in email ‘To:’ fields. For example, <<To>> Contains sales@email.com.
1. Right-click the To activity and select Add a Condition.
2. Type a Name for the branching condition and click Add.
3. Under <Select a variable>, select one of the following:
l
CC
l
To
4. From the third column, select one of the following:
l
l
NotEqual (!=)
For example, administrators can specify that emails not addressed to
‘sales@email.com’ are not directed to a Sales branch.
Equal (=)
For example, administrators can specify that emails addressed to ‘sales@email.com’
are directed to a Sales branch.
NOTE: If you select ‘=Equal to’, you must specify an email address as the ‘<Value>’.
l
Contains
For example, administrators can specify that emails containing ‘sales’ in the To: field
are directed to a Sales branch.
NOTE: If your organization uses email addresses containing the same words, add
them to the ‘Contains’ condition in order of longest address to shortest address. For
example, add technicalsupport@email.com before adding support@email.com. This
ensures that the system evaluates the addresses correctly and route contacts to the
correct destinations.
l
l
Length
For example, administrators can specify that emails sent to an address exceeding 25
characters are directed to a branch for spam.
Starts With
For example, administrators can specify that emails sent to an address starting with
‘Sales’ are directed to a Sales branch.
NOTE: Starts With reads the first address in the To: field only.
5. Click <Value> and enter a criterion to branch emails.
For example, ‘sales@email.com’.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
206
Building visual workflows in Multimedia Contact Center: Activities
To direct emails based on variables
NOTE: Directing emails based on variables requires first inserting and configuring an activity on the
Canvas capable of populating the To activity’s destination variable. For a list of Email variables, go
to Multimedia=>Variables.
1. Right-click the To activity and select Add a Condition.
2. Type a Name for the branching condition and click Add.
3. From the second column, select an operator. See the procedure above for a description of
each option.
NOTE: To route based on specific variables in the ‘To:’ field, we recommend selecting
‘Contains’ and selecting a variable for the activity to identify. This option identifies a wide
range of content in email ‘To:’ fields.
4. From the third column, select Variable.
5. Select the variable used to branch emails and click OK.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
Routing contacts with the Transfer activity
The Transfer activity directs inbound messages to queues and queue groups. Administrators can
configure the activity to dynamically route messages, either using the <<DestinationQueues>>
variable or by routing according to database lookups For example, an administrator configures the
workflow to query a database containing customer statuses. Based on the results of this query, the
Transfer activity transfers Platinum customers to a priority queue.
By default, Transfer activities added to an email Inbound workflow have the
<<DestinationQueues>> variable set as a destination. This variable instructs the Transfer activity to
compare all addresses in the To and CC fields of the inbound email to the email addresses
configured for contact center’s email queues. A copy of the email is transferred to queues matching
the addresses in the To or CC fields of the inbound email. For information on associating email
addresses to queues, see "Configuring general settings for multimedia queues" on page 78.
NOTE: If your contact center will be transferring emails between mail servers, ensure that all aliases
are entered on the mail server page. For more information about adding aliases to the mail server,
see "Configuring SMTP connections to Multimedia Contact Center" on page 44.
If you use a destination other than the <<DestinationQueues>> variable in an email Inbound
workflow, the email will be transferred according to the configured destination and will ignore the
email addresses in the To and CC fields of the email.
The Transfer activity is available to Inbound workflows for all media types.
207
Multimedia Contact Center Installation and Deployment Guide
Transferring messages to queues, queue groups, external addresses, or
variables
The following procedures explain how to
l
Transfer contacts to a queue or queue group
l
Transfer contacts to an external email address
l
Transfer contacts to a variable
NOTE: This variable must be a queue reporting number, dialable number, name, or email
address associated to the queue. The variable cannot be a personal email address.
To transfer a contact to a queue or queue group
1. Select the Transfer activity.
2. Click Properties and, after Destination, click the … button.
3. Select either Queue or Queue group, select the queue or queue group, and click OK.
NOTE:
l
l
To add a queue to the list, click Add and follow the appropriate steps under "Adding
multimedia queues" on page 77.
To add a queue group to the list, click Add and follow the appropriate steps under
"Adding queue groups" on page 87.
4. Click Save.
To transfer a contact to an external email address
1. Select the Transfer activity.
2. Click Properties and, in the Destination field, type the external email address to which
contacts are transferred.
3. Select External Transfer.
4. Click Save.
To transfer a contact to a variable
NOTE: Transferring a contact to a variable requires first inserting and configuring an activity capable
of populating the Transfer activity’s destination variable.
1. Select the Transfer activity.
2. Click Properties and, in the Destination field, click the … button.
3. Click Variable, select a variable to identify in the contact's contents, and click OK.
NOTE: This variable must be a queue reporting number, dialable number, name, or email
address associated to the queue. The variable cannot be a personal email address.
4. To add a variable to the list, click Add and follow the appropriate steps under "Creating
custom variables" on page 168.
5. Click Save.
208
Building visual workflows in Multimedia Contact Center: Activities
Routing contacts with the Variable Compare activity
The Variable Compare activity routes contacts through workflow branches by comparing
information, stored in either custom or system variables, against specified conditions.
For example, an administrator uses the Variable Compare activity to filter and prevent automatic
email responses from reaching a queue. The Variable Compare activity compares a variable for
automatic responses against an email’s Subject line. If ‘Automatic Reply’ or ‘Out of Office’ is present
in the Subject line, the email follows a branch configured to receive junk emails. If neither is present,
the email follows the No Match branch and continues through the workflow.
The Variable Compare activity is available to all Multimedia Contact Center workflows.
Applying branching conditions to the Variable Compare activity
The following procedures explain how to
l
Add conditions to be compared against workflow data
l
Edit conditions being compared
l
Delete conditions being compared
l
Group conditions being compared
To add a condition to be compared against workflow data
1. Right-click the Variable Compare activity and select Add Variable Compare Condition.
2. Type a Name for the condition and click Add.
3. Select a variable from the drop-down list and click OK.
To see a list of Multimedia Contact Center variables and their descriptions, go to
Multimedia=>Variables.
4. Select an operator from the second drop-down list. Options vary according to the variable
chosen.
5. In the third column, type or select a value for the variable. If selecting a value, note that
options vary according to the variable selected.
NOTE: “ means ‘No Value’.
6. Click OK to create the branch or click Add to add the current branch to the workflow while
leaving the dialog box open to create new branches.
7. Click Save.
To edit a Variable Compare condition
1. Right-click the condition’s branch and select Edit.
2. Change the condition, and click OK to create the branch or click Add to add the current
branch to the workflow while leaving the dialog box open to create new branches.
3. Click Save.
To delete a Variable Compare condition
l
Right-click the condition’s branch and select Delete.
To group Variable Compare conditions
l
See "Grouping expressions" on page 172.
209
Multimedia Contact Center Installation and Deployment Guide
ENABLING MIXED MODEL ROUTING
In mixed model routing agents pick contacts out of queue, but items in queue that remain unpicked
for a specified time are pushed to agents’ Inboxes.
Enabling a mixed model requires administrators first to configure two agent groups, each containing
the same agents. Administrators must then add two Offer to Agent Group activities, one after the
other, to the Workflow Canvas. One of the agent groups is assigned to each activity. The first Offer
to Agent Group activity enables a pick routing model, and allows overflow to a secondary agent
group. The second Offer to Agent Group activity enables a push routing model, and does not allow
overflow. When contacts overflow from the first Offer to Agent Group activity to the second, they
overflow to an agent group with the same agents and are pushed to the agents’ Inboxes.
For example, Support agents pick the emails they handle, but their supervisor wants to push emails
waiting in queue over 30 minutes to the agents’ Inboxes. The administrator creates one agent group,
called Support Group 1, containing the contact center’s Support agents. The administrator then
creates a second agent group, called Support Group 2, containing the same Support agents.
The administrator adds an Offer to Agent group activity to the workflow and assigns it Support Group
1. The activity is configured to follow a pick model and to overflow emails waiting longer than 30
minutes in queue. The administrator adds the second Offer to Agent group activity, configures it to
follow a push routing model, disables overflow, and assigns Support Group 2. If emails remain
unpicked in the Support queue for more than 30 minutes, they overflow to the same Support agents
and are pushed to the Inboxes of available agents.
The following procedures explain how to enable mixed routing models. For information on creating
agent groups, see "Adding agent groups" on page 73.
To enable a mixed routing model
1. Place an Offer to Agent Group activity on the Canvas and click Properties.
2. Deselect the Push Items to Agent check box.
3. After Answering Agent Group, click the drop-down and select Agent Group.
4. Select the agent group to handle contacts and click OK.
5. After Overflow Time, type the time contacts wait in queue before the Overflow branch is
followed and a push routing model begins.
NOTE: Ensure ‘Do Not Allow Overflow’ is not selected.
6. Place a second Offer to Agent Group activity on the Canvas and, in the Properties pane,
select the Push Items to Agent check box.
7. After Answering Agent Group, click the drop-down and assign the second agent group to
handle contacts.
NOTE: This group must contain the agents that are in the first agent group, assigned above.
8. Select Do Not Allow Overflow and set the Overflow Time to 00:00:00.
9. Click Save.
210
Populating screen pops with workflow variables
POPULATING SCREEN POPS WITH WORKFLOW
VARIABLES
When a contact is processed through a workflow, administrators can populate URLs or executable
files with variables. These URL and executable files, and the variable information they contain, can
be passed to agents in the form of a screen pop. Workflow-generated screen pops display when
agents select ringing contacts in Ignite.
Any variable available to the workflow’s media type, which also contains the ‘Send to Agent’s
desktop’ check box, can populate a workflow screen pop with information. Populating URLs and
executable files with workflow variables enables administrators to customize screen pops on a
queue-by-queue basis.
For example, an administrator can configure a workflow to query a database and retrieve a
customer’s name and account history. When the contact rings in the agent’s Inbox, a web page pops
on the agent's desktop, displaying the customer's information. The agent is immediately able to
provide personalized, informed service.
Administrators must provide webcodes and servers for URLs and the executable codes behind
executable files. URLs must include 'http://' in the URL string.
Executable files may prompt a Windows security warning on client desktops before popping.
Administrators may disable this security setting in Internet Explorer. For more information, consult
Microsoft documentation.
NOTE:
l
l
l
l
Agents using Ignite (WEB) may need to disable pop-up blockers for the Ignite URL in order for
screen pops to display.
Ignite (WEB) supports URL screen pops only. Executable file screen pops are not supported.
If Contact Center Client and Ignite are used on the same agent desktop and screen pops are
populated with workflow variables in voice, email, chat, and SMS, then administrators should
disable Contact Center Screen Pop in Contact Center Client. For information on enabling and
disabling Contact Center Screen Pop, see the MiContact Center User Guide.
If Contact Center Client and Ignite are used on the same agent desktop and screen pops are
populated with workflow variables in voice, email, chat, and SMS, then Administrators should
disable toaster notifications in Contact Center Client. This prevents screen pops and toaster
notifications from Contact Center Client and Multimedia Contact Center from appearing on an
agent’s monitor at the same time.
To populate a screen pop with a workflow variable
1. Click Multimedia=>Variables and select the ScreenPopOnRinging variable.
2. Select Send to agent Desktop.
3. Click Workflows and, in an Inbound or Inqueue workflow, place a Set Variables activity on
the Workflows Canvas.
NOTE: If values change after a screen pop has been sent to an agent’s desktop, the screen
pop will not refresh. We therefore recommend placing the Set Variables activity in close
proximity to the Offer to Agent Group activity. This provides optimally current values and
helps prevent the screen pop’s value from being overwritten by another variable query in the
workflow.
211
Multimedia Contact Center Installation and Deployment Guide
4. Right-click the Set Variables activity and select Edit Variable Settings.
5. Click Add and, from the <Select a variable> drop-down list, select ScreenPopOnRinging.
6. Click <Value> and, in the Value tab, enter a complete URL string or the path to an executable
file.
NOTE: The paths to executable files must be accessible to any clients who require its use.
For example, administrators can place the file on a network share.
7. To populate a web page screen pop with variable information, insert the variable’s name
between double angle brackets where applicable in the URL string.
For example, <<DestinationQueueName>>.
8. Click OK to close the variable dialog box and click OK to return to the workflow.
9. Click Save.
MULTIMEDIA CONTACT CENTER DEFAULT
WORKFLOWS
MiContact Center includes a number of default workflows. These workflows are based on common
business scenarios and demonstrate how administrators can route email, chat, and SMS from
customers to the agents best suited to respond. These default workflows are generated by the
system once media servers and queues are created. The workflows are located in Multimedia
Contact Center’s Media servers and Queues panes, under the routing tabs, and can be modified
according to the contact center’s business needs.
Multimedia Contact Center includes the following default workflows
l
Default Email Inbound
l
Default Email Inqueue
l
Default Chat Inbound
l
Default Chat Inqueue
l
Default Chat Response
l
Default SMS Inbound
l
Default SMS Inqueue
The following sections summarize the default workflows and explain how they operate. For ease of
understanding, we recommend expanding the entire workflow and all annotations.
To expand the workflow
l
Click the Expand All button.
To expand all annotations
l
Right-click the workflow and select Annotations…=>Show All.
CUSTOMIZING THE DEFAULT WORKFLOWS
To create customized versions of these workflows, we recommend modifying the default workflows.
To create multiple workflows of the same type, multiple copies of the default workflows can be made
and reconfigured. See "Copying workflows" on page 160.
212
Multimedia Contact Center default workflows
Each default workflow requires additional configurations to get up and running. For information on
configuring the workflow activities to suit the contact center, follow the cross-references throughout
each summary.
NOTE: Inbound Email workflows must contain either a Transfer, a Junk Email, or a No Reply Email
activity. If they do not, email contacts will remain in system storage, using system memory and
causing performance issues.
The following requirements are shared among default workflows. Administrators must
l
l
Validate the workflow and activity configuration and correct any errors detected
See "Validating workflows" on page 162.
Associate Inbound and, optionally, Response workflows to a server
See "Associating workflows to media servers" on page 162.
NOTE: Inbound workflows modified from the Inbound Routing tab of the Media servers pane
and Response workflows modified from the Response Routing tab are already associated to
that media server.
l
Associate Inqueue workflows to at least one queue
See "Associating workflows to queues" on page 163.
NOTE: Inqueue workflows modified from the Routing tab of the Queues page are already
associated to that queue.
DEFAULT EMAIL INBOUND WORKFLOW
This workflow instructs Multimedia Contact Center to route inbound emails to appropriate queues.
Administrators can specify the queues to which inbound emails are directed and can prevent
automatic reply messages from reaching the queue. This default Email Inbound workflow provides a
template for efficiently routing inbound email contacts to the appropriate queues.
To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.
To expand the workflow
l
Click the Expand All button.
To expand all annotations
l
Right-click the workflow and select Annotations…=>Show All.
Description
The first step in the workflow is a Variable Compare activity. This activity is configured to stop
automatic responses from reaching the queue. The Variable Compare activity checks an incoming
email’s Subject line. If the Subject line contains ‘Automatic Reply’, or ‘Out of Office’, but does not
contain ‘RE,’ the email follows a branch for the matched condition identifying the email as ‘auto
response’. A No Reply Email activity marks the email as requiring no reply, and a Terminate activity
stops the workflow so that the email is not directed to a queue. This prevents automatic reply
messages from bouncing back and forth between a customer’s email account and the email media
server. You can modify or add to these ‘auto response’ conditions based on responses received by
agents. To configure the Variable Compare activity to branch emails based on a different set, or an
additional set, of conditions, see "Routing contacts with the Variable Compare activity" on page 209.
213
Multimedia Contact Center Installation and Deployment Guide
If the email’s Subject line contains neither Automatic Reply nor Out of Office, the email follows a
branch with activities routing emails to appropriate queues. In this default workflow, the branch is
named ‘Email is not an Auto Response’.
This branch contains a Transfer activity. By default, the destination of this activity is set to the
<<DestinationQueues>> variable, which compares all addresses in the To and CC field of incoming
email to existing queue email addresses. For example, emails directed to the Sales branch would be
transferred to the Sales queue, and emails directed to the Support branch would be transferred to the
Support queue. Emails failing to transfer to a queue follow the Failure branch. We recommend
administrators configure the Failure branch with activities so that a course of action is taken if a
transfer fails. Emails transferred to the appropriate queue follow the Success branch. Once an email
is transferred to the appropriate queue, a Terminate activity ends the Email Inbound workflow, and
the Email Inqueue workflow executes. To configure the Transfer activity to direct emails to queues
and queue groups in the contact center, see "Routing contacts with the Transfer activity" on page
207.
The default workflow ends with three activities designed to notify administrators when emails are not
successfully routed.
The first is an Email activity. Inbound emails reaching this activity have failed to reach a queue. For
example, an email might reach this activity if the address in the email’s To: field was not recognized
by the system. The Email activity is intended to notify an administrator that a contact failed to reach
a queue. To configure the Email activity with the administrator’s email address and to assign the
Email activity to an SMTP server, see "Enabling mixed model routing" on page 210.
The second is a Transfer activity. We recommend configuring this Transfer activity with a
destination to receive emails not successfully routed to a queue. For example, an administrator can
specify their email address as the Transfer activity’s destination. See "Routing contacts with the
Transfer activity" on page 207.
The third is another Email activity, nested in the Transfer activity’s Failure branch. This Email
activity contains a message indicating that the final routing activity in this workflow has failed and
that the contact can be reviewed as a Failed item in Ignite. To configure the Email activity with an
administrator’s email address and to assign the Email activity to an SMTP server, see "Sending
emails with the Email activity" on page 179. See also "Rerouting failed emails" on page 371.
NOTE: <<WorkflowName>> indicates a variable populated by the workflow’s name as configured in
YourSite Explorer. For a list of Multimedia Contact Center variables, go to Multimedia=>Variables.
For information on renaming the workflow, see "Naming workflows" on page 161.
DEFAULT EMAIL INQUEUE WORKFLOW
This workflow is executed once an inbound email is transferred to a queue. The workflow offers the
email to agents within a primary agent group or, if necessary, overflow agent groups. Administrators
can specify the first and any subsequent agent groups to be offered contacts. This default Email
Inqueue workflow provides a template for efficiently routing emails to the agents best suited to
answer them.
214
Multimedia Contact Center default workflows
To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.
To expand the workflow
l
Click the Expand All button.
To expand all annotations
l
Right-click the workflow and select Annotations…=>Show All.
Description
The first step in the workflow is a Schedule activity. The Schedule activity contains a Business
Hours and an After Hours branch. If an email hits the queue from Monday to Friday between 9:00 AM
and 5:00 PM, the Business Hours branch is followed. If an email is received after business hours,
the After Hours branch is followed. To configure the Schedule activity with the contact center’s
business hours, see "Routing contacts with the Schedule activity" on page 201.
The Business Hours and After Hours branches contain Email activities programmed with a
dedicated auto response message. The subject line of the Business Hours branch contains ‘Auto
Response [<<CaseIdPrefix>><<CaseId>> <<TicketIdPrefix>><<TicketId>>]’. The subject line of
the After Hours branch contains ‘After Hours Auto Response [<<CaseIdPrefix>><<CaseId>>
<<TicketIdPrefix>><<TicketId>>]’. This populates the email subject line with the customer’s case
and ticket number and indicates that the message is an automatic response. By default, each Email
activity’s template is set with the From field to <<QueuePrimaryEmailAddress>>, which uses the
queue’s primary email address in responses. For more information on email queue email addresses,
see "Configuring general settings for multimedia queues" on page 78.
NOTE: Emails will not be sent by the email activity if the <<To>> variable is used in the From field
and an inbound email that is addressed to multiple queues arrives in the workflow.
Customers emailing during business hours receive a response message saying 'Hello <<From>>,
Thank you for your email. We have received your message and it is being handled by one of our
agents. Please expect a reply shortly. Thank you'. Customers emailing after business hours receive
a response message saying 'Hello << From>>, You’ve contacted us outside our regular hours of
operation. Please expect a response during our regular business hours. Thank you'. To configure
custom response messages for these branches and to connect the activity to an SMTP server, see
"Sending emails with the Email activity" on page 179.
NOTE:
l
l
l
<<From>> indicates a variable populated by the name appearing in the customer’s email
address. For a list of Multimedia Contact Center variables, go to Multimedia=>Variables.
The <<CaseIdPrefix>>, <<CaseId>>, <<TicketIdPrefix>>, and <<TicketId>> variables are
only populated if the email media server has been configured to send case and ticket number
information. See "Configuring Advanced options for media servers" on page 52 for more
information.
The <<CaseIdPrefix>>, <<CaseId>>, <<TicketIdPrefix>>, and <<TicketId>> variables are
only populated if the email media server has been configured to send case and ticket number
information. See "Configuring Advanced options for media servers" on page 52 for more
information.
215
Multimedia Contact Center Installation and Deployment Guide
l
l
To include Case and Ticket number prefixes in auto-responses from the Email activity, insert
the <<CaseIdPrefix>> variable before the <<CaseId>> variable, and insert the
<<TicketIdPrefix>> variable before the <<TicketId>> variable.
Each time an email arrives in an Inqueue workflow, an auto-acknowledgment email is sent to
the customer. To prevent multiple identical auto-acknowledgment messages when emails
move between queues, you can tailor the auto-acknowledgment messages to be queue
specific or remove the Business Hours Auto Response Email activity and place Email
activities with similar messages in the Inbound workflow before the Transfer activities to each
queue. For more information, see "Default Email Inbound workflow" on page 213.
The first activity in this workflow is an Offer to Agent Group activity. This activity offers the contact
to a specified agent group, in this example named ‘Offer to Primary Agent Group’. If an agent in the
primary agent group is available to receive an email, the Agent Available branch is followed. An Offer
to Agent activity sends the email to an agent’s Inbox. The system evaluates which available agents
have the highest skill level and, of these, pushes the email to the agent longest idle. If the email is
successfully offered to an agent, the Success branch is followed and a Terminate activity ends the
Inqueue workflow. If the system cannot offer the email to an agent, or if an agent does not accept the
contact, then the Failure branch is followed. A Go To activity nested in the Failure branch loops back
to the Offer to Agent Group activity and the system searches again for an available agent in the
group. If an agent or supervisor picks the email from the queue, the Completed branch is followed
and a Terminate activity ends the workflow. To specify agent groups to be offered emails for the
queue, see "Routing contacts with the Offer to Agent Group activity" on page 189. For information on
configuring push, pick, or mixed routing models, see "Configuring routing options for offering
contacts to agent groups" on page 190, and "Enabling mixed model routing" on page 210. To specify
a different end point for the Go To activity, see "Routing contacts with the Go To activity" on page
187.
If agents in the primary agent group are not available, emails sitting in queue for five minutes follow
the Overflow branch. Now the system searches for available agents in the second Offer to Agent
Group activity, named ‘Offer to Overflow Agent Group 1’ in this example. The process repeats itself,
and emails are overflowed to the third and fourth Offer to Agent Group activities if an available agent
cannot be found in the first overflow agent group. The fourth and final Offer to Agent Group activity is
configured to disallow overflow. This is to prevent emails from failing to route to an agent group, in
the event that an agent in the final Offer to Agent Group activity is not available. Verify that, for the
final Offer to Agent Group activity, the ‘Do Not Allow Overflow’ check box is selected in the
Properties pane.
To disallow all overflow, delete the second, third, and fourth Offer to Agent Group activities from the
workflow and follow the instructions on disabling overflow in "Configuring routing options for offering
contacts to agent groups" on page 190. See this procedure also to maintain overflow but to adjust the
Overflow Time.
NOTE: The default workflow does not make use of the Interval branch. For more information on this
branch, see "Configuring routing options for offering contacts to agent groups" on page 190.
216
Multimedia Contact Center default workflows
DEFAULT CHAT INBOUND WORKFLOW
This workflow instructs Multimedia Contact Center how to route inbound chat requests to the
appropriate chat queues. By default, this workflow uses the <<DestinationQueue>> variable to route
chats to the appropriate queues during business hours. Outside business hours, contacts receive an
automated response informing them that the contact center is unavailable.
To better illustrate the workflow’s activities and operations, we recommend you expand the workflow
and all annotations.
To expand the workflow
l
Click the Expand All button.
To show all annotations
l
Right-click the workflow select Annotations…=>Show all.
Description
The first activity in this workflow is a Transfer activity. This activity is configured to route chats using
the <<DestinationQueues>> variable, which is filled automatically when either a queue is selected
from the drop-down list in the chat request page or when a customer uses the chat queue’s Public
URL to start a chat session. If the transfer is successful, the chat is sent to the destination queue
and a Terminate activity ends the workflow. If the transfer fails, the chat request is sent down the
Failure branch.
The next activity in the workflow is an Email activity. If the transfer failed, this activity sends an
email to an administrator to notify them that an emergency routing has occurred for a chat. This
activity must be have an SMTP server added to it. The email’s template must also be altered for
sender and destination. The template may be customized, but changing the variables within the
template is not recommended. For more information on configuring the Email activity, see "Sending
emails with the Email activity" on page 179.
This activity is followed by a Transfer activity. This activity is intended to transfer chats that do not
route correctly by <<DestinationQueue>> to be routed to a specified chat queue. This activity
requires that a destination queue be selected. For more information on configuring a Transfer
activity, see "Routing contacts with the Transfer activity" on page 207. The Success branch of this
activity contains a Terminate activity that ends the workflow.
The Failure branch contains an Email activity that sends another email to the administrator,
indicating that the final routing activity in this workflow has failed and that the contact can be
reviewed as a Failed item in Ignite. The template must have a destination added. The template may
be customized, but changing the variables within the template is not recommended. For more
information on configuring the Email activity, see "Sending emails with the Email activity" on page
179.
The failed chat session is then routed to the final activity of the workflow, a Terminate activity, which
ends the workflow.
217
Multimedia Contact Center Installation and Deployment Guide
DEFAULT CHAT INQUEUE WORKFLOW
This workflow is executed when an inbound chat is transferred to a queue. This workflow offers the
chat session to idle agents within the primary agent group or, if necessary, an overflow agent group.
You can specify the first and any subsequent agent group(s) to be offered the contact. This default
Chat Inqueue workflow provides a template for efficiently routing chat sessions to the agents best
suited to handle them.
To better illustrate the workflow’s activities and operations, we recommend you expand the workflow
and show all annotations.
To expand the workflow
l
Click the Expand All button.
To show all annotations
l
Right-click the workflow and select Annotations...=>Show all.
Description
The first activity in the Chat Inqueue workflow is a Schedule activity. The schedule activity contains
a Business Hours and an After Hours branch. If a chat arrives in queue from Monday to Friday
between 9:00 AM and 5:00 PM, the Business Hours branch is followed. If a chat is received after
business hours, the After Hours branch is followed. To configure the Schedule activity with the
contact center’s business hours, see "Routing contacts with the Schedule activity" on page 201.
The After Hours branch contains a Say activity programmed with a dedicated auto-response
message. The Say activity sends a greeting to the contact that states: “Hello, and thank you for
contacting us. Our chat queues are currently closed. Please try again during our regular business
hours. Thank you.” To reconfigure the Say activity’s message, see "Responding to contacts with the
Say activity" on page 200. The next activity in the After Hours branch is an End Session activity,
which ends the chat session with the contact. The branch continues to a Terminate workflow
activity, which ends the workflow.
The Business Hours branch contains a Say activity. The Say activity sends a greeting to the contact
that states: “One moment while we check for an available agent.” To reconfiguring the Say activity’s
message, see "Responding to contacts with the Say activity" on page 200.
The next activity in this workflow is the Offer to Agent Group activity. This activity offers the chat
session to the configured agent group for the activity, in this example named ‘Primary Agent Group’.
After you configure this activity with an agent group, it will offer the chat to that group first. An agent
group must be associated to the activity. To specify agent groups to be offered chat sessions for the
queue, see "Routing contacts with the Offer to Agent Group activity" on page 189.
NOTE: The default workflow does not make use of the Interval branch. For more information on this
branch, see "Routing contacts with the Offer to Agent Group activity" on page 189.
218
Multimedia Contact Center default workflows
If there are available agents in the primary agent group, the chat request is routed to the Agent
Available branch. This branch contains an Offer to Agent activity that sends the chat to the agent’s
Ignite client. The system evaluates which available agents have the highest skill level and, of these,
pushes the chat to the agent who has been the longest idle. If the chat is successfully offered to the
agent, the Success branch is followed and a Terminate activity ends the Inqueue workflow. If it fails
to be offered to an agent, it is routed to the Failure branch which contains a Go To activity that loops
back to the Offer to Agent Group activity and the system searches for another available agent in the
group.
If the overflow timer for the Offer to Primary agent group activity is exceeded, the chat session is
routed down the Overflowed branch to the next Offer to Agent Group activity.
By default, the Overflow Time in the Properties pane is set to 5 minutes. If you do not want to direct
chats to an overflow group, set the Offer to Agent Group’s Overflow Timer to 0, select the ‘Do Not
Allow Overflow’ check box, and delete the following Offer to Agent Group activities. For more
information on modifying the overflow timer, see "Routing contacts with the Offer to Agent Group
activity" on page 189.
If the chat session is removed while sitting in queue before reaching an agent, the Completed branch
is followed and a Terminate activity ends the workflow.
The next three activities in this workflow are Offer to Agent Group activities. There are three Offer to
Agent Group activities in the workflow, the agent groups configured with each activity functioning as
1st to 3rd Overflow groups. These activities are identical in configuration to the first Offer to Agent
Group activity. The third and final Offer to Agent Group activity is configured to prevent overflow,
preventing chats from failing to route to an agent group. These activities can be safely deleted from
the workflow, if desired. The fourth and final Offer to Agent Group activity is configured to prevent
overflow, preventing chats from failing to route to an agent group. Verify that the ‘Do Not Allow
Overflow’ check box is selected in the Properties pane and that the Overflow Time is set to 0:00:00.
DEFAULT CHAT RESPONSE WORKFLOW
The default chat response workflow runs after a chat session has been terminated. It confirms if the
chat queue is configured to send transcripts and, if so, emails the transcript to the email address
entered by the customer when filling out the chat request form.
To further illustrate the workflow’s activities and operations, we recommend you expand the
workflow and show all annotations.
To expand the workflow
l
Click the Expand All button.
To show all annotations,
l
Right-click the workflow select Annotations…=>Show all.
Description
The first step in this workflow is a Variable Compare activity. This activity checks to see if the chat
queue is configured to send transcripts. If it is, it routes down the “Queue is configured to send
transcript” branch. If it is not configured to send transcripts, the workflow routes down the “Queue is
not configured to send transcript” branch, which continues directly to the Terminate activity at the
end of the workflow.
219
Multimedia Contact Center Installation and Deployment Guide
The “Queue is configured to send transcript” branch contains an Email activity. This activity is
configured with the variables required to send the transcript back to the customer. The template may
be customized, but changing the variables within the template is not recommended. This activity
requires the assignment of a SMTP server. For information on configuring the Email activity, see
"Sending emails with the Email activity" on page 179.
The final step in the workflow is a Terminate activity. This activity completes the workflow.
DEFAULT SMS INBOUND WORKFLOW
This workflow instructs Multimedia Contact Center how to route inbound SMS contacts to the
appropriate SMS queues. By default, this workflow uses the phone number of SMS queues to route
SMS contacts to the appropriate queues.
To better illustrate the workflow’s activities and operations, we recommend you expand the workflow
and all annotations.
To expand the workflow
l
Click the Expand All button.
To show all annotations
l
Right-click the workflow and select Annotations…=>Show all.
Description
The first activity in this workflow is a Transfer activity. The activity is configured to route SMS
contacts using the <<DestinationQueues>> variable, which is filled in automatically with the phone
number the SMS contact used and is compared to the phone numbers of the SMS queues. If the
transfer is successful, the SMS contact is sent to the destination queue and a Terminate activity
ends the workflow. If the transfer fails, the SMS contact is send down the Failure branch.
The Failure branch continues to an Email activity. If the transfer failed, this activity sends an email to
an administrator to notify them that the Transfer activity failed to route and that the contact can be
reviewed as a Failed item in Ignite. The template must have a destination added to it and the Email
activity must have an SMTP server added to it. The template may be customized, but changing the
variables within the template is not recommended. For more information on configuring the Email
activity, see "Sending emails with the Email activity" on page 179.
The next activity in the branch is a Transfer activity. This activity is intended to transfer SMS
contacts that do not route correctly by <<DestinationQueues>> to be routed to a specified SMS
queue. This activity requires that a destination queue be selected. For more information on
configuring a Transfer activity, see "Routing contacts with the Transfer activity" on page 207. The
Success branch of this activity contains a Terminate activity that ends the workflow.
The Failure branch continues to a Terminate Workflow activity, which ends the workflow.
220
Multimedia Contact Center default workflows
DEFAULT SMS INQUEUE WORKFLOW
This workflow is executed once an inbound SMS contact is transferred to a queue. The SMS contact
is offered to agents within a primary agent group or, if necessary, overflow agent groups.
Administrators can specify the first and any subsequent agent groups to be offered contacts. This
default SMS Inqueue workflow provides a template for efficiently routing SMS to the agents best
suited to answer them.
To further illustrate the workflow’s activities and their operations, we recommend expanding the
entire workflow and all annotations.
To expand the workflow
l
Click the Expand All button.
To expand all annotations
l
Right-click the workflow and select Annotations…=>Show All.
Description
The first step in the workflow is a Schedule activity. The schedule activity contains a Business
Hours and an After Hours branch. If a SMS arrives in queue from Monday to Friday between 9:00 AM
and 5:00 PM, the Business Hours branch is followed. If a SMS is received after business hours, the
After Hours branch is followed. To configure the Schedule activity with the contact center’s business
hours, see "Routing contacts with the Schedule activity" on page 201.
The After Hours branch contains a Say activity programmed with a dedicated auto-response
message. The Say activity sends a greeting to the contact that states: “Hello, and thank you for
contacting us. Our SMS queues are currently closed. Please try again during our regular business
hours. Thank you.” To reconfigure the Say activity’s message, see "Responding to contacts with the
Say activity" on page 200. The next activity in the After Hours branch is an End Session activity,
which ends the SMS session with the contact. The branch continues to a Terminate workflow
activity, which ends the workflow.
The Business Hours branch routes to an Offer to Agent Group activity. This activity offers the
contact to a specified agent group, in this example named ‘Offer to Primary Agent Group. After you
configure this activity with an agent group, it will offer the SMS contact to that group first. An agent
group must be associated to the activity. To specify agent groups to be offered for the queue, see
"Routing contacts with the Offer to Agent Group activity" on page 189.
NOTE: The default workflow does not make use of the Interval branch. For more information on this
branch, see "Routing contacts with the Offer to Agent Group activity" on page 189.
If an agent in the primary agent group is available to receive an SMS, the Agent Available branch is
followed. This branch contains an Offer to Agent activity that sends to SMS contact to the agent’s
Ignite client. The system evaluates which agents have the highest skill level and, of these, pushes
the SMS contact to the agent who has been idle the longest. If the SMS contact is successfully
offered to an agent, the Success branch is followed and a Terminate activity ends the Inqueue
workflow. If it fails to be offered to an agent, it is routed to the Failure branch, which contains a Go To
activity that loops to the Offer to Agent Group activity and the system searches for another available
agent in the group.
221
Multimedia Contact Center Installation and Deployment Guide
If the overflow timer for the Offer to Agent Group activity is exceeded, the SMS activity is routed
down the Overflowed branch to the next Offer to Agent Group activity. By default, the Overflow Time
in the Properties pane is set to 1 hour. If you do not want to direct SMS contacts to an overflow
group, set the Offer to Agent Group’s Overflow Timer to 0, select the ‘Do Not Allow Overflow’ check
box, and delete the following Offer to Agent Group activity. For more information on modifying the
Overflow Timer, see "Routing contacts with the Offer to Agent Group activity" on page 189.
If the SMS session is removed while sitting in queue before reaching an agent, the Completed
branch is followed and a Terminate activity ends the workflow.
The next activity in this workflow is an Offer to Agent Group activity. This activity offers SMS
contacts to the overflow agent group. This activity is identical in configuration to the first Offer to
Agent Group, except that it is configured to prevent overflow, preventing SMS from failing to route to
an agent group. Verify that the ‘Do Not Allow Overflow’ check box is selected in the Properties pane
and that the Overflow Time is set to 0:00:00.
MANAGING IGNITE
Administrators can manage Ignite to improve agent experiences and productivity.
To manage Ignite, administrators can
l
Add items to and clear items from Ignite’s global spell checking dictionary
l
Configure bounced email detection settings
l
Configure maximum email message size
l
Accessing diagnostics reports sent from Ignite (WEB)
ADDING ITEMS TO IGNITE'S GLOBAL SPELL CHECKING
DICTIONARY
NOTE: The following pertains to email only.
Administrators can configure Ignite's global dictionary to include words that are used by agents
across your contact center but are not included in the default dictionary. Examples include product
names and services.
Adding items to Ignite’s global dictionary eliminates the need for each agent to add these words to
their local dictionary while ensuring agents spell the words correctly.
For information on adding items to Ignite’s global dictionary, consult the following Knowledge Base
article: http://micc.mitel.com/kb/KnowledgebaseArticle52244.aspx.
222
Managing Ignite
CONFIGURING BOUNCED EMAIL DETECTION SETTINGS
NOTE: You must use SSL to send emails in order to fully support bounce detection settings.
Ignite can be configured to filter bounced emails and either automatically junk them or place them in:
l
l
DESKTOP - the Auto Replies/Failed Delivery subfolder (contained in the Failed folder) of the
agent who last handled the email and the global failed route folder (where supervisors can
view and process bounced emails when agents are absent).
WEB - the Inbox of the agent who last handled the email and History=>Failed (where
supervisors can view and process bounced emails when agents are absent).
Emails are considered bounced if:
l
The email recipient had a vacation or out of office response configured
l
The email recipient had no more space in their mail box
l
The message to be delivered to the recipient was delayed by the mail server
l
Some of the addresses in the delivery list (To, CC, BCC) were invalid
This applies only when the contact center mail server is configured to operate in SSL mode
For configuration setting details, see the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgeBaseArticle52352.aspx.
CONFIGURING MAXIMUM EMAIL MESSAGE SIZE
Maximum email message size can be configured on your system to provide visibility to contact
center agents and supervisors when they attempt to send oversized emails. Size restriction settings
are applied globally to all of your mail servers so must be set to meet the requirements of the mail
server with the lowest supported message size. When set accurately, and an agent attempts to
send an oversized email, an error message displays and they are given the option of editing the email
size and resending.
For configuration setting details, see the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgeBaseArticle52336.aspx.
NOTE: You must use SSL to send emails in order to fully support maximum email message size
setting associated behavior.
ACCESSING DIAGNOSTICS REPORTS SENT FROM IGNITE
(WEB)
Administrators can access diagnostics reports sent from Ignite. Employees can report specific
issues, and Ignite can be automated to send continuous information to the Enterprise Server.
NOTE: You may experience higher than normal bandwidth use, depending on the number of agents
enabling continuous logging from Ignite.
A single file is created per employee. Additional reports append to this file. Reports contain log lines
from employees’ browsers and, for on-demand reports, any details added.
To access diagnostics reports from Ignite (WEB)
l
On the Enterprise Server, navigate to <installation drive>:\Mitel\MiContact
Center\Logs\Clients and select a file.
223
Chapter 2 Supervisors
MANAGING A MULTIMEDIA CONTACT
CENTER
Multimedia Contact Center Installation and Deployment Guide
SUPERVISORS - MANAGING A MULTIMEDIA
CONTACT CENTER
Supervisors use the following applications in order to effectively manage contact center employees.
l
Contact Center Client
l
Ignite
l
CCMWeb
Within Contact Center Client, supervisors can access and oversee real-time customer activity and
agent response using a series of desktop monitors, as well as review historical activity. They can
affect service levels by manipulating agent group presence and distributing contacts among queues.
Using monitor alarms they can be notified when agents are inappropriately inactive or queues
become inordinately busy and react to these situations quickly and effectively to improve the
customer experience and optimize agent productivity.
Ignite is available as either a desktop or Web version. They share much of the same functionality but
also offer unique agent and supervisor experiences enabling you to choose the application that suits
your individual needs. In our documentation, we refer to desktop Ignite and its features as Ignite
(DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or
WEB only.
When circumstances dictate, supervisors licensed for Multimedia Contact Center can use Ignite to
temporarily handle contacts, alleviating customer wait times and ensuring a satisfactory service
level is maintained. Searching email, chat, and SMS history can also be done in Ignite. This sort of
information is essential when building a case history, following a trail to investigate a customer
complaint or compliment, or to track agent performance.
With Ignite (WEB), supervisors can access real-time monitors to view current queue statistics and
callback requests. They can also view agent and employee statistics and interact with agent
presence to improve service levels.
NOTE: Supervisors have unrestricted access to search email, chat, and SMS history items with an
Advanced Supervisor or System Administrator license.
Assessing the statistical information that is found in the wide array of multimedia reports available is
an essential part of effective contact center supervision. Reports can be generated, viewed, and
scheduled in CCMWeb, your center for reports, setting preferences, and accessing the Help
resource documentation.
SETTING ALARMS TO MONITOR AGENT PERFORMANCE
AND CUSTOMER SERVICE
You can define alarms to alert you to changes in contact center activity. Using the alarms, you
specify performance thresholds for contact center elements such as queues and agents and can
customize the visual, auditory, or email delivery of alarms. If any availability or performance issues
arise, your alarms deliver a notification enabling you to react to and adjust agent and queue
availability.
225
Accessing real-time information with Contact Center Client
You can set alarms to notify you when there are a specified number of emails, chats, or SMS waiting
or when agents have been in an unavailable state, such as Make Busy, for a specified length of time.
If alarms indicate a queue is overloaded with contacts or understaffed, you can join that queue as an
agent (dependent on licensing) or find an agent who is capable of handling the media type for that
queue and use the Agent Group Presence controls to place them in the group associated to that
queue. If an alarm demonstrates to you that an agent has been unavailable for an extended period of
time, you can remove the agent from Do Not Disturb or Make Busy, if appropriate.
Client alarms are specific to each computer. To notify you that performance thresholds are not being
met, you can configure alarms so that
l
Monitor cells and statistics change color.
l
A pop-up notification opens on your desktop.
l
A sound prompt, such as a beep or.wav files plays.
l
You are notified by mail.
l
Contact Center Client opens on top of all other applications.
The MiContact Center User Guide describes alarm configuration in full. See the 'Setting alarms'
section located there for detailed information.
ACCESSING REAL-TIME INFORMATION WITH
CONTACT CENTER CLIENT
You use Contact Center Client to access real-time contact center agent, queue, and contact
information.
The following section describes typical supervisor usage of the monitors available in Contact Center
Client. For more detailed information regarding Contact Center Client, see the Real-time Monitors
chapter in the MiContact Center User Guide.
STARTING CONTACT CENTER CLIENT
NOTE: Launching client-side desktop applications from the task bar causes them to bypass the
MiContact Center Updater Service process. To ensure successful updates from the Enterprise
Server, after an upgrade close all client-side applications for 15 minutes or reopen them from the
Start menu/Start screen.
You use Contact Center Client to access real-time monitors and functionality. Supervisors can view
real-time voice, email, chat, and SMS statistics. After starting Contact Center Client, supervisors
can choose to minimize it to either the system tray or the taskbar.
To start Contact Center Client
1. Open Contact Center Client.
2. If prompted, type your Username and Password and verify the Enterprise Server IP
address.
3. If you use Secure Socket Layer, select SSL.
4. Optionally, select Remember my credentials.
5. Click Login.
226
Multimedia Contact Center Installation and Deployment Guide
Hiding monitor control
Interactive Contact Center enables you to manage the presence of all devices in a monitor using
Monitor Device Control. If you do not want to use monitor control, you can hide this option so it is not
accessible.
To hide the Monitor control option
1. In Contact Center Client, click the Contact Center Client button=>Options.
2. Under Device control, clear the Display monitor device control option check box.
3. Click OK.
EMPLOYEE AND AGENT STATE INDICATORS
The following icons display in agent or employee monitors and indicate the current agent/employee
state and media type with which they are engaged. You can choose to display the icons as shown in
the following tables or select the Classic view (Contact Center Client tab=>Options=>Real-time
icons).
NOTE: If Contact Center Client becomes disconnected from the server, upon re-connection agent
states will be automatically synchronized with the server.
Table 18 displays Employee state icons and their meanings.
Table 19 displays Agent state icons and their meanings.
Table 18: Employee states
TERM
Ringing
ACD
ACD Hold
Idle
Non ACD
227
ICON
MEANING
An ACD contact ringing on the employee, waiting to be handled
An employee handling an ACD contact
An employee who has placed an ACD contact on hold
An employee logged on and waiting to receive a contact
An employee involved in an incoming non-ACD contact or
employee-originated voice contact
Accessing real-time information with Contact Center Client
Table 18: Employee states (continued)
TERM
ICON
MEANING
Non ACD
Hold
An employee who has placed a non-ACD voice contact on hold
Outbound
An employee on an outgoing voice contact
Outbound
Hold
An employee who has placed an outgoing voice contact on hold
Do Not
Disturb
An employee who has activated Do Not Disturb and is not available
to receive any ACD or non-ACD contacts
Make Busy
An employee who is not available to receive ACD contacts but can
receive transferred contacts and voice contacts dialed directly to
the employee
This icon also displays when an employee’s external hot desk
agent is in the Reseize Timer state
System
Make Busy
If an employee has multimedia agent IDs and is logged on to two or
more media servers simultaneously, the system sends the agent
only one incoming communication at a time. For example, when the
agent answers a voice contact, the system places the agent ID(s)
for the other media server types in System Make Busy
Work Timer
An employee who is completing post-contact work, such as
paperwork, and is unavailable to receive contacts of that media
type
Logged Off
An employee not currently logged in to any queue
Logged In
Not
Present
An employee logged in but not present to any of their agent groups,
and employees not present to a media type across all groups
Unavailable
An employee who has not generated any activity since MiContact
Center was started
228
Multimedia Contact Center Installation and Deployment Guide
Table 19: Agent states
TERM
VOICE
EMAIL
CHAT
SMS
MEANING
An ACD contact ringing on an
agent, waiting to be handled
Ringing
An agent handling an ACD
contact
ACD
ACD Hold
An agent who has placed an ACD
contact on hold
Idle
An agent logged on and waiting to
receive a contact
Non ACD
-
-
-
An agent involved in an incoming
non-ACD contact or agentoriginated voice contact
Non
ACD Hold
-
-
-
An agent who has placed a nonACD voice contact on hold
Outbound
-
-
-
An agent on an outgoing voice
contact
Outbound
Hold
-
-
-
An agent who has placed an
outgoing voice contact on hold
Do Not
Disturb
Make Busy
An agent who has activated Do
Not Disturb and is not available to
receive any ACD or non-ACD
contacts
An agent who is not available to
receive ACD contacts but can
receive transferred contacts and
voice contacts dialed directly to
the agent
This icon also displays when an
external hot desk agent is in the
Reseize Timer state
229
Accessing real-time information with Contact Center Client
Table 19: Agent states (continued)
TERM
VOICE
EMAIL
CHAT
SMS
MEANING
System
Make Busy
If an agent is a multimedia agent
and is logged on to two or more
media servers simultaneously,
the system sends the agent only
one incoming communication at a
time. For example, when the
agent answers a voice contact,
the system places the agent ID(s)
for the other media server types in
System Make Busy
Work Timer
An agent who is completing postcontact work, such as paperwork,
and is unavailable to receive
contacts of that media type
Unknown
An agent who has not generated
any activity since MiContact
Center was started
Logged Off
An agent not currently logged in to
any queue
Logged In
Not Present
An agent logged in but not present
to any of their agent groups, and
agents not present to a media
type across all groups
OVERRIDING STATES IN REAL-TIME MONITORS
An overriding state is a state that ‘trumps’ another state as the state that appears in an Agent or
Employee monitor. The states by order of priority are:
l
Ringing
l
ACD
l
ACD Hold
l
Non ACD
l
Non ACD Hold
l
Outbound
l
Outbound Hold
l
Work Timer
l
Do Not Disturb
230
Multimedia Contact Center Installation and Deployment Guide
l
Make Busy
l
System Idle
l
Idle
MONITORING AGENTS AND QUEUES
The real-time monitors in Contact Center Client are automatically updated to reflect current contact
center activity and device and device group configuration changes. Supervisors can use the
following monitors to access up-to-the-minute statistics and information to assist in identifying
performance issues and dealing with such situations immediately as they arise.
You can customize the card design to display information in the monitors to suit your work
environment. For more information on customizing Contact Center Client monitors, see the Realtime Monitors chapter in the MiContact Center User Guide.
Contact Center Client real-time monitors and charts are briefly described in the following section. If
you require a more detailed description of the monitors and charts available with Contact Center
Client, see the Real-time Monitors chapter in the MiContact Center User Guide.
Workload and monitors
Employee Workload can affect the value displaying in real-time monitors for ACD, Ringing, Hold,
and Work Timer if employees are handling multiple contacts that are in the same state. If an
employee is handling multiple contacts at the same time in the same state, the Agent or Employee
monitor will display the time of the oldest contact. When the oldest contact changes its state, the
time will change to the time of the next oldest contact.
For example, if an email agent in ACD was handling two emails, one at 5:30 and the other at 1:30,
the displayed ACD time would be 5:30. If the employee finished handling the oldest email, the time
would change to 1:30.
For more information on Workload, see "Configuring Workload" on page 63.
Agent or Employee State by Position monitor
The Agent and Employee State by Position monitors provide real-time information in cells that you
can arrange to mirror your floor plan, enabling you to view employees by their physical position in
your contact center. (See Figure 17.)
231
Accessing real-time information with Contact Center Client
Figure 17: Agent or Employee State by Position monitor
Agent or Employee State by Time monitor
The Agent or Employee State by Time monitors provide real-time agent information under ACD, Idle,
Non ACD, Unavailable, and Logged Off column headings. The difference between this monitor and
the State by Position monitor is that the Agent or Employee State by Time monitors list agents in
order of the time spent in the applicable state. You can specify which columns of agent statistics
display and in what order they display. For example, you can sort logged off agents by designating
the longest logged off agent to display first in the list. (See Figure 18.)
232
Multimedia Contact Center Installation and Deployment Guide
Figure 18: Agent or Employee State by Time monitor
Table 20 lists the Agent or Employee State by Time column headings and their associated agent
states.
Table 20: Agent State by Time and Employee State by Time column headings
CATEGORY
ACD
Idle
ASSOCIATED AGENT STATES
includes agents in ACD and agents in ACD Hold
includes agents in the Idle state
Non ACD
includes agents in Non ACD, in Non ACD Hold, Outbound agents, and Outbound
Hold agents
Unavailable
includes agents in Do Not Disturb, Make Busy, Work Timer, Reseize Timer, and
Unknown
Logged in not includes agents logged in but not present to any of their agent groups, and agents
present
not present to a media type across all groups
Log Off
233
includes agents in the Logged Off and Offline (Ignite, WEB) states
Accessing real-time information with Contact Center Client
Agent State by Time for Queue monitor
The Agent State by Time for Queue monitor is designed specifically for contact centers who use
Agent Group Presence functionality. This monitor is accessed from the Time menu in Contact
Center Client and displays all agents configured in a specific queue and agents who are on ACD
contacts, Idle, on Non ACD voice contacts, unavailable, logged onto the system but not present in
the queue being monitored, and logged off. Virtual queue groups are shown under the Virtual queue
groups section of this monitor and are marked in the title as (virtual). (See Figure 19.)
Figure 19: Agent State by Time for Queue monitor
Table 21 lists the Agent State by Time for Queue column headings and their associated agent
states.
234
Multimedia Contact Center Installation and Deployment Guide
Table 21: Agent State by Time for Queue column headings
CATEGORY
ACD
Idle
ASSOCIATED AGENT STATES
includes agents in ACD and agents in ACD Hold
includes agents in the Idle state
Non ACD
includes agents in Non ACD, in Non ACD Hold, Outbound agents, and Outbound
Hold agents
Unavailable
includes agents in Do Not Disturb, Make Busy, Work Timer, and Reseize Timer
Logged in not includes agents logged in but not present to any of their agent groups, and agents
present
not present to a media type across all groups
Log Off
includes agents in the Logged Off, Unknown, and Offline (Ignite, WEB) states
Agent Shift monitor
The Agent Shift monitor provides running daily totals of statistics for individual agents. You can
specify which columns of statistics display and the order in which they display. (See Figure 20.)
Figure 20: Agent Shift monitor
Table 22 lists the Agent Shift column headings and their definitions.
235
Accessing real-time information with Contact Center Client
Table 22: Agent Shift column headings
TERM
ABBREVIATED
NAME
Agent State
MEANING
The agent's media type and current state
Media Server
Media Server
The media server to which the agent is associated
Agent Shift Name
Name
Agent login ID
Agent login ID
Extension Number
Extn #
The extension where the agent logged in (voice
only)
Logged On
Log In
The most recent time the agent logged in
Last Event
Received
Last Event Recd
Shift Time
Shift Time
The total elapsed time logged for the agent,
calculated based on the difference between log in
and last event received
ACD Time
ACD Time
The duration of ACD contacts handled, from agent
pickup to completion (not including hold time)
ACD Hold Time
ACD Hold Time
The duration of time ACD contacts spent on hold
Non ACD Time
Non ACD Time
The duration of non-ACD contacts handled, from
agent pickup to completion (not including hold time)
(voice only)
Non ACD Hold
Time
Non ACD Hold Time
Outbound Time
Out Time
Outbound Hold
Time
Out Hold Time
The duration of time outbound calls spent on hold,
for agents (voice only)
Do Not Disturb
Time
DND Time
The duration of time the agent entered the Do Not
Disturb State
Make Busy Time
MKB Time
The number of times the agent entered the Make
Busy state
The name of the agent being monitored
The login ID of the agent being monitored
The most recent time an agent event occurred
The duration of time non-ACD contacts spent on
hold (voice only)
The duration of time agents spent handling
outbound calls (voice only)
236
Multimedia Contact Center Installation and Deployment Guide
Table 22: Agent Shift column headings (continued)
TERM
237
ABBREVIATED
NAME
MEANING
Wrap Up Time
Wrap Up Time
The duration of time where Wrap Up Time was the
overriding state for the agent. Wrap up time does
not include any time spent making or taking
contacts during the wrap up timer.
Do Not Disturb
Count
DND Cnt
The number of times the agent entered the Do Not
Disturb state
Make Busy Count
MKB Cnt
The number of times the agent entered the Make
Busy state
ACD Count
ACD Cnt
The number of ACD contacts handled by the agent
Short ACD Count
Shrt ACD Cnt
The number of ACD contacts handled by the agent
where the handle time was less than the Short
Handle parameter
Non ACD Count
Non ACD Cnt
The number of non-ACD contacts handled by the
agent (voice only)
Hold ACD Count
Hold ACD Cnt
The number of times ACD contacts were placed on
hold
Non ACD Hold
Count
Non ACD Hold Cnt
Outbound Count
Out Cnt
Outbound Hold
Count
Out Hold Cnt
The number of times outbound calls were placed on
hold (voice only)
Contacts Per Hour
Contacts Per Hour
The total ACD contact count minus the ACD short
handle count, divided by the shift time for the agent
On Failover
On failover
Indicates whether the primary media server is
offline and has failed over to the secondary media
server (voice only)
Agent Unavailable
Percent
Agt Unavail %
The percentage of shift time for which the agent
was unavailable to receive contacts
Logged In Not
Present Time
Logged In Not
Present Time
The duration of time the agent was logged into but
not present to any of their agent groups, and the
duration of time the agent was not present to a
media type across all groups
The number of times non-ACD contacts were
placed on hold (voice only)
The number of outbound calls made by the agent
(voice only)
Accessing real-time information with Contact Center Client
Table 22: Agent Shift column headings (continued)
ABBREVIATED
NAME
MEANING
Average Handle
Avg Hndl
The average amount of time the agent spent
handling ACD contacts (ACD Time divided by ACD
Count, excluding ACD Hold Time).
Occupancy
Occp
TERM
The duration of time the agent spent processing
contacts, including ringing time
Queue by Period monitor
The Queue by Period monitor collates queue statistics by 15-minute intervals over a 24-hour period.
The monitor refreshes each time there is a change in a statistic and at 15-minute intervals. The
current 15-minute interval always displays at the top of the monitor. (See Figure 21.)
238
Multimedia Contact Center Installation and Deployment Guide
Figure 21: Queue by Period monitor
Table 23 lists the Queue by Period column headings and their definitions.
239
Accessing real-time information with Contact Center Client
Table 23: Queue by Period column headings
TERM
ABBREVIATED
NAME
Interval time
Interval
Offered
Offr
The total number of contacts offered to the queue
during the 15-minute interval
Handled
Hndl
The total number of contacts answered by agents
during the 15-minute interval
Short Abandoned
Shrt Abn
During the 15-minute interval, the total number of
contacts abandoned before the short abandon time
configured in YourSite
Abandoned
Abn
The total number of contacts abandoned during the
15-minute interval before being answered by
members
Interflowed
Intrfl
The total number of contacts interflowed during the
15-minute interval
MEANING
The 15 minute interval of time
The total number of contacts re-queued during the
15-minute interval
Requeued
Re Q
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics
for Ring Groups display as '0'.
A count of all of the contacts answered by the first,
second, third, and fourth agent groups during the 15minute interval
% Handled by 1-4
% Hndl by 1-4
Average Time to
Handle
Avg Time Hndl
The average number of minutes contacts waited to
be taken out of queue (answered or picked) by an
members during the 15-minute interval
Average Time to
Abandon
Avg Time Abn
The average number of minutes contacts waited
during the 15-minute interval before they abandoned
their contacts
Average Time to
Interflow
Avg Time Intrfl
The average number of minutes contacts waited
during the 15-minute interval before being interflowed
Ttl Conv Time
The total time members spent communicating
(talking, chatting, or replying) with contacts during
the 15-minute interval
Total Conversation
Time
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics
for Ring Groups display as '0'.
240
Multimedia Contact Center Installation and Deployment Guide
Table 23: Queue by Period column headings (continued)
TERM
ABBREVIATED
NAME
Average
Conversation Time
Avg Conv time
The average time members spent communicating
with contacts during the 15-minute interval
Service Level %
Level
Scv Lvl % Tday
During the 15-minute interval, the percentage of
contacts answered within the Service Level Time
specified for the queue
MEANING
During the 15-minute interval, the percentage of
contacts answered compared to the total number of
contacts offered to the ACD queue for the day
% Handled
% Hndl
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics
for Ring Groups display as '0'.
The total time the agent spent in the Work Timer
state during the 15-minute interval
Wrap Up
Wrap Up
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics
for Ring Groups display as '0'.
The total time the agent spend in the Make Busy
state during the 15-minute interval
Make Busy
Make Busy
Occupancy
Occp
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics
for Ring Groups display as '0'.
The total time the agent spent in an occupied state
during the 15-minute interval (occupied state
excludes idle time)
The number of contacts answered by the first,
second, third, and fourth agent groups during the 15minute interval
# Handled by 1-4
241
# Hndl by 1-4
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics
for Ring Groups display as '0'.
Accessing real-time information with Contact Center Client
Queue Now and Queue Group Now monitors
The Queue Now monitor enables supervisors to view queue statistics in real-time, as well as expand
individual queues in the monitor to view statistics on each queue’s associated member agents or
extensions. When you expand the Queue Now monitor to display the Name column, the monitor also
displays member presence in the queue. Presence is indicated by a colored star in the Present
column. A green star indicates the member is present in the queue. A gray star and gray row indicate
the agent is not present in the queue. (See Figure 22.)
NOTE:
l
l
Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
Prior to Version 7.1, Queue Now monitors displayed queue’s member agent groups with agent
group statistics. As of Version 7.1, this functionality has been removed. Instead, queue
members are grouped by agent group.
Figure 22: Queue Now monitor
The Queue Group Now monitor enables supervisors to view aggregated statistics for Reporting,
Virtual, and Unified queue groups in real-time, as well as expand individual queue groups in the
monitor to view statistics for the queue group’s associated queues. (See Figure 23.)
242
Multimedia Contact Center Installation and Deployment Guide
Figure 23: Queue Group Now monitor
Table 24 lists the real-time and over-the-business-day Queue Now and Queue Group Now queue and
queue group statistics and their definitions.
NOTE: Some statistics in the Queue Now monitor display in the Queue Group Now monitor as
member statistics.
Table 24: Queue Now and Queue Group Now queue statistic column headings
243
TERM
ABBREVIATED
NAME
Queue Status
Queue Status
MEANING
The current status of the queue—either Open, Closed,
or Do Not Disturb (voice only)
Accessing real-time information with Contact Center Client
Table 24: Queue Now and Queue Group Now queue statistic column headings (continued)
TERM
ABBREVIATED
NAME
Queue Group
Number
Queue Group #
Media Server
Media Server
Queue Number
Queue #
Queue Name
Name
Contacts Waiting
Contacts Wtg
Longest Waiting
Long Wtg
Available (Queue
Now)
Avail (Queue Now)
MEANING
The queue group reporting number (Queue Group Now
only)
The queue’s media server
The queue's reporting number
The queue or queue group name
The current number of contacts in queue waiting for an
member to become available, including those listening
to silence, music, or recorded announcements
The current duration, in minutes and seconds, of the
contact waiting the longest in queue or queue group
The total number of members logged in and not in Do
Not Disturb, Make Busy, Work Timer, Ringing,
Reseize Timer, Unknown, and Offline (Ignite, WEB)
Agents Available
(Queue Group
Now)
Agts Avail (Queue
Group Now)
ACD
ACD
Idle
Idle
Non ACD
Non ACD
Outbound
Out
Unavailable
Unavail
Offered
Offr
The total number of contacts offered to the queue /
queue group
Handled
Hndl
The total number of ACD contacts handled by
members
The current number of members handling ACD
contacts
The current number of members logged on and ready
to receive contacts
The current number of members handling non-ACD
calls (voice only)
The current number of members on outgoing calls
(voice only)
The current number of agents in Do Not Disturb, Make
Busy, Work Timer, or Unknown
244
Multimedia Contact Center Installation and Deployment Guide
Table 24: Queue Now and Queue Group Now queue statistic column headings (continued)
TERM
ABBREVIATED
NAME
MEANING
The total number of contacts abandoned before being
answered by members
Abandoned
Interflowed
Abn
Intrfl
NOTE: Abandoned does not peg short abandons as
abandoned contacts while the Abandoned column in
the Interactive Visual Queue monitor displays all
abandoned contacts. Because of this difference, you
may notice discrepancies between the abandoned call
information in these two monitors.
The total number of ACD contacts interflowed.
Interflow is a mechanism that directs a contact waiting
in queue to another answer point.
The total number of ACD contacts requeued
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics for
Ring Groups display as '0'.
Requeued
Re Q
Average Time to
Handle
Avg Time Hndl
The average time it takes for the contact to be taken
out of queue (answered or picked) by a member
Average Time to
Abandon
Avg Time Abn
The current average amount of time customers wait in
queue before abandoning contacts
Average
Conversation
Time
Avg Conv Time
The current average time members spent
communicating (talking, chatting, or replying) with
contacts
For a queue, this is the percentage of contacts handled
within the queue’s Service Level Time value over the
day.
Service Level %
Svc Lvl %
For a queue group, this is the lowest percentage of
contacts handled within the queue’s Service Level
Time value over the day across all queues.
For a queue, this is the percentage of contacts handled
compared to the total number of contacts offered to the
queue for the day.
Handled %
245
% Hndl
For a queue group, this is the lowest percentage of
contacts handled compared to the total number of
contacts offered to the queue for the day across all
queues.
Accessing real-time information with Contact Center Client
Table 24: Queue Now and Queue Group Now queue statistic column headings (continued)
TERM
ABBREVIATED
NAME
MEANING
For a queue, this is the percentage of all of the
contacts answered by the first, second, third, and
fourth agent groups.
% Handled by 1-4
% Hndl by 1-4
For a queue group, this is the highest percentage of all
of the contacts answered by the first, second, third,
and fourth agent groups.
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics for
Ring Groups display as '0'.
Total
Conversation
Time
Ttl Conv Time
The current total time members spent communicating
(talking, chatting, or replying) with contacts
Total Queue
Unavailable
Ttl Q Unavail
The total number of times during the day that contacts
are rerouted because the queue is in Do Not Disturb or
has no members logged in
Current Queue
Unavailable
Curr Q Unavail
The current number of contacts are rerouted because
no members are logged in or the queue is in Do Not
Disturb. Once the queue becomes available, this value
resets to 0.
Offered Last Hour
Offr Last Hour
The total number of contacts offered to the queue
during the last hour of business
Time to Handle
Last Hour
Time Hndl Last Hour
% Handled Last
Hour
Service Level %
Last Hour
The time contacts waited in queue during the last hour
of business before being handled by an agent
For a queue, this is the percentage of contacts handled
in the last hour of business, compared to the total
number of contacts offered to the ACD queue for the
day.
% Hndl Last Hour
For a queue group, this is the lowest percentage of
contacts handled in the last hour of business,
compared to the total number of contacts offered to the
ACD queue for the day.
For a queue, this is the percentage of contacts
answered or picked within your Service Level Time
value in the last hour.
Svc Lvl % Last Hour
For a queue group, this is the lowest percentage of
contacts answered or picked within your Service Level
Time value in the last hour.
246
Multimedia Contact Center Installation and Deployment Guide
Table 24: Queue Now and Queue Group Now queue statistic column headings (continued)
TERM
ABBREVIATED
NAME
Handled Last
Hour
Hndl Last Hour
The total number of contacts handled by members
during the last hour of business
Abandoned Last
Hour
Abn Last Hour
The total number of contacts abandoned during the
last hour of business
Intrfl Last Hour
The total number of contacts interflowed during the
last hour of business. Interflow is a mechanism that
directs a contact waiting in queue to another answer
point.
Interflowed Last
Hour
Unavailable Last
Hour
Unavail Last Hour
MEANING
The total number of times, in the last hour of business,
contacts were rerouted because the queue they tried
to access was in Do Not Disturb or had no members
logged in
See Current Queue Unavailable.
Avg Hndl Last Hour
Offered Last 15
Minutes
Offr Last 15 Min
The total number of contacts offered to the queue in
the last 15 minutes of business
Time to Handle
Last 15 Minutes
Time Hndl Last 15
Min
The time contacts waited in queue during the last 15
minutes of business before being handled by a
member
% Handled Last
15 Minutes
Service Level %
Last 15 Minutes
247
The average duration of contacts from agent pick up to
client hang up (including hold time) during the last hour
of business
Average Handling
Time Last Hour
For a queue, the percentage of contacts answered in
the last 15 minutes of business, compared to the total
number of contacts offered to the ACD queue for the
day
% Hndl Last 15 Min
Svc Lvl % Last 15
Min
For a queue group, the lowest percentage of contacts
answered in the last 15 minutes of business,
compared to the total number of contents offered to the
ACD queue for the day.
For a queue, this is the percentage of contacts
answered or picked within your Service Level Time
value in the last 15 minutes of business.
For a queue group, this is the lowest percentage of
contacts answered or picked within your Service Level
Time value in the last 15 minutes of business.
Accessing real-time information with Contact Center Client
Table 24: Queue Now and Queue Group Now queue statistic column headings (continued)
TERM
ABBREVIATED
NAME
MEANING
Handled Last 15
Minutes
Hndl Last 15 Min
The total number of contacts handled by members
during the last 15 minutes of business
Abandoned Last
15 Minutes
Abn Last 15 Min
The total number of contacts abandoned during the
last 15 minutes of business
Intrfl Last 15 Min
The total number of contacts interflowed during the
last 15 minutes of business. Interflow is a mechanism
that directs a contact waiting in queue to another
answer point.
Interflowed Last
15 Minutes
Unavailable Last
15 Minutes
Unavail Last 15 Min
The total number of times, in the last 15 minutes of
business, contacts were rerouted because the queue
they tried to access was in Do Not Disturb or had no
members logged in
See Current Queue Unavailable.
Average Handling
The average handling duration of contacts from
Time Last 15
Avg Hndl Last 15 Min contact pickup to contact completion, including hold
Minutes
time, during the last 15 minutes of business
For a queue, this is the percentage of contacts that
were abandoned (% Abandoned = Contacts
Abandoned ÷ Contacts Offered)
% Abandoned
% Abandoned
Last Hour
% Abandoned
Last 15 Minutes
% Abn
For a queue group, this is the highest percentage of
contacts that were abandoned (% Abandoned =
Contacts Abandoned ÷ Contacts Offered)
For a queue, this is the percentage of contacts that
were abandoned in the last hour of business
% Abn Last Hour
For a queue group, this is the highest percentage of
contacts that were abandoned in the last hour of
business
For a queue, this is the percentage of contacts that
were abandoned in the last 15 minutes of business
% Abn Last 15 Min
For a queue group, this is the highest percentage of
contacts that were abandoned in the last 15 minutes of
business
The total time that agents spent in the Work Timer
state
Wrap Up
Wrap Up
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics for
Ring Groups display as '0'.
248
Multimedia Contact Center Installation and Deployment Guide
Table 24: Queue Now and Queue Group Now queue statistic column headings (continued)
TERM
ABBREVIATED
NAME
MEANING
The total time that agents spent in the Make Busy
state
Make Busy
Make Busy
Occupancy
Occp
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics for
Ring Groups display as '0'.
The total time that members spent in an occupied
state (states other than Idle)
The number of contacts answered by the first, second,
third, and fourth agent groups
# Handled by 1-4
# Hndl by 1-4
NOTE: This statistic displays information for
ACD paths and multimedia queues only. Statistics for
Ring Groups display as '0'.
The number of agents associated with the queue but
not logged in to the system. (Queue Now only)
Logged Out
Logged out
Logged In Not
Present
Not Present
NOTE: For Ring Groups, this statistic displays either
the number of extensions out of service or hot desk
users logged out.
The number of agents that are logged in, but not
present in the queue.
Table 25 lists the real-time and over-the-business-day Queue Now and Queue Group Now member
statistics and their definitions.
Table 25: Queue Now and Queue Group Now member statistic column headings
TERM
MEANING
The queue member's agent or extension state
State
Name
For a list of agent states, see "Employee and Agent state indicators"
on page 227. For a list of extension states, see the Mitel MiContact
Center User Guide.
The name of the member being monitored. The icon beside the name
indicates the media type the member handles
Indicates whether the member is present in the queue
Present
249
Presence is indicated by a colored star. A green star indicates the
agent or extension is present in the queue. A gray star and gray row
indicates the agent is not present in the queue.
Accessing real-time information with Contact Center Client
Table 25: Queue Now and Queue Group Now member statistic column headings
(continued)
TERM
MEANING
Media Server
The media server to which the member is associated
Reporting
The reporting number of the member being monitored
Extn #
The extension where the member logged in (voice only)
The most recent time the member logged in
Log In
Last Event Recd
Shift Time
NOTE: This statistic displays information for ACD path and
multimedia queue members only and is not calculated for Ring Group
members.
The most recent time a member event occurred
The total elapsed time logged for the member, calculated based on the
difference between log in and last event received
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
DND Time
The duration of time where Do Not Disturb was the overriding state for
the member
The duration of time where Make Busy was the overriding state for the
member
MKB Time
Wrap Up Time
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
The duration of time where Wrap Up Time was the overriding state for
the member. Wrap up time does not include any time spent making or
taking contacts during the wrap up timer.
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
ACD Time
The duration of ACD contacts handled, from member pickup to
completion (not including hold time)
Hold ACD Time
The duration of time ACD contacts spent on hold
Non ACD Time
The duration of non-ACD contacts handled, from member pickup to
completion (not including hold time) (voice only)
Hold Non ACD Time
Out Time
The duration of time non-ACD contacts spent on hold (voice only)
The duration of time members spent handling outbound calls (voice
only)
250
Multimedia Contact Center Installation and Deployment Guide
Table 25: Queue Now and Queue Group Now member statistic column headings
(continued)
TERM
MEANING
Out Hold Time
The duration of time outbound calls spent on hold, for agents (voice
only)
DND Cnt
The number of times the member entered the Do Not Disturb state
The number of times the member entered the Make Busy state
MKB Cnt
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
ACD Cnt
The number of ACD contacts handled by the member
Shrt ACD Cnt
The number of ACD contacts handled by the member where the
handle time was less than the Short Handle parameter
Hold ACD Cnt
The number of times ACD contacts were placed on hold
Non ACD Cnt
The number of non-ACD contacts handled by the member (voice only)
Hold Non ACD Cnt
Out Cnt
Out Hold Cnt
Avg Hndl
The number of times non-ACD contacts were placed on hold (voice
only)
The number of outbound calls made by the member (voice only)
The number of times outbound calls were placed on hold (voice only)
The average amount of time the members spent handling ACD
contacts (ACD Time divided by ACD Count, excluding ACD Hold
Time).
The agent group to which the agent belongs
Agt Grp
Occupancy
Contacts per Hour
The duration of time the member spent processing contacts
The total ACD contact count minus the ACD short handle count,
divided by the shift time for the member
On failover
Indicates whether the primary media server is offline and has failed
over to the secondary media server (voice only)
Unavail %
The percentage of time for the shift that the member was in Do Not
Disturb, Make Busy, and Work Timer states
Not Present Time
251
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
The duration of time the member was logged into but not present in an
agent group or Ring Group
Accessing real-time information with Contact Center Client
Table 25: Queue Now and Queue Group Now member statistic column headings
(continued)
TERM
External handle time
MEANING
The duration of time the member spent handling external calls (voice
only)
The number of incoming external calls (voice only)
External inbound cnt
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
The number of outgoing external calls (voice only)
External outbound cnt
NOTE: This statistic displays information for ACD paths and
multimedia queues only. Statistics for Ring Groups display as '0'.
Interactive Visual Queue monitor
The Interactive Visual Queue monitor enables supervisors to monitor and control traffic in contact
center queues. The Interactive Visual Queue monitor is described in detail in "Interacting with
customer contacts to improve service levels" on page 270.
Interactive Visual Queue works in conjunction with Contact Center Client. Before you use
Interactive Visual Queue, ensure your configuration in YourSite Explorer mirrors that of your
telephone system.
NOTE: In order to use Interactive Visual Queue, you must enable all HCI options on Class of
Service Assignment form 1 (COS 1).
Configuring options in YourSite Explorer
In YourSite Explorer, for each queue you want to monitor, you must configure the priority level and
the method for handling interflowed contacts.
NOTE: If the telephone system settings and Interactive Visual Queue settings do not match,
Interactive Visual Queue will not display the correct voice contact activity. For example, if Queue 1
is set to a priority of 10 on the telephone system and a priority of 20 in YourSite Configuration,
Interactive Visual Queue will display voice contacts in Queue 1 as priority 20. However, the actual
queue will handle the voice contacts as priority 10.
Queue Now and Queue Group Now charts
The Queue Now and Queue Group Now charts offer visual representation of Queue Now and Queue
Group Now real-time statistics, grouped by the type of statistics displayed. Three different series of
statistics are available to view in charts:
l
Integer—displays numerically-based real-time statistics
l
Percentage—displays percentage-based statistics
l
Time—displays time-based statistics
Users can specify which statistics display in their charts. Figure 24 shows a Queue Now Integer
Chart
252
Multimedia Contact Center Installation and Deployment Guide
NOTE: Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
Figure 24: Queue Now (Integer chart)
The Integer chart shows:
253
l
Handled (Default)
l
Abandoned (Default)
l
Interflowed (Default)
l
Calls Waiting
l
Agents Available
l
ACD
l
Idle
l
Non ACD
l
Outbound
l
Unavailable
l
Offered
l
Requeue
l
Total Hour
l
Interflowed Last Hour
l
Unavailable Last Hour
l
Offered Last 15 Minutes
l
Handled Last 15 Minutes
l
Abandoned Last 15 Minutes
l
Interflowed Last 15 Minutes
Accessing real-time information with Contact Center Client
l
Unavailable Last 15 Minutes
l
Logged out
l
Logged in not present
l
# Handled by 1-4
The Percentage chart shows, by default:
l
Service Level %
l
Handled %
l
% Handled by 1-4
l
% Handled Last Hour
l
Service Level % last Hour
l
% Handled Last 15 Minutes
l
Service Level % Last 15 Minutes
l
%Abandoned
l
%Abandoned Last Hour
l
%Abandoned Last 15 Minutes.
Time charts show, by default:
l
Longest Waiting
l
Average Time to Handle
l
Average Time to Abandon Minutes
l
Average Talk Time
l
Ttl Talk Time
l
Time to Handle Last Hour
l
Average Time to Handle Last Hour
l
Hdnl Last 15 Min
l
Average Handling Time Last 15 Minutes
l
Rmt Long Wtg
l
Total Work Timer minutes
l
Total make busy minutes
l
Total occupancy minutes
For descriptions of the statistics, see "Queue Now and Queue Group Now monitors" on page 242.
NOTE: The following statistics are for ACD path voice queues and multimedia queues only and will
not display information for Ring Groups:
l
Requeue
l
# Handled by 1, 2, 3, 4
l
% Handled by 1, 2, 3, 4
l
Total Work Timer Minutes
l
Total Make Busy minutes
254
Multimedia Contact Center Installation and Deployment Guide
Queue Performance by Period and Queue Group Performance by
Period charts
The Queue Performance by Period and Queue Group Performance by Period charts offer visual
representations of Queue and Queue Group Performance by Period statistics, grouped by the type of
statistic displayed. Three different series of statistics are available to view in charts:
l
Integer—displays numerically-based real-time statistics
l
Percentage—displays percentage-based statistics
l
Time—displays time-based statistics
Figure 25 displays a Queue Performance by Period chart displaying the default statistics of the
Integer series.
NOTE: Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
Figure 25: Queue Performance by Period chart
The Integer series shows the following statistics across 15 minute intervals for queues or queue
groups:
255
l
Handled (Default)
l
Interflowed (Default)
l
Offered
l
Short Abandoned
l
Abandoned
l
Requeue
l
# Handled by 1-4
Accessing real-time information with Contact Center Client
The Percentage series shows the following statistics across 15 minute intervals for queues or queue
groups, by default:
l
% Handled by 1-4
l
Service Level % Today
l
% Handled
The Time series show the following statistics across 15 minute intervals for queues or queue groups,
by default:
l
Average Time to Handle
l
Average Time to Abandon
l
Average Time to Interflow
l
Ttl Talk Time
l
Average Talk Time
l
Total Work Timer minutes
l
Total make busy minutes
l
Total occupancy minutes
For more information for the definitions of these statistics, see "Queue by Period monitor" on page
238.
NOTE: The following statistics are for ACD path voice queues and multimedia queues only and will
not display information for Ring Groups:
l
Requeue
l
# Handled by 1, 2, 3, 4
l
% Handled by 1, 2, 3, 4
l
Total Work Timer Minutes
l
Total make busy minutes
INTERACTING WITH AGENT PRESENCE TO IMPROVE
SERVICE LEVELS
Interactive Contact Center is a feature that enables supervisors to control the availability of
employees and their agents.
Using Interactive Contact Center, supervisors can
l
Log employees and their agents in and out of their voice and multimedia applications
l
Have agents join or leave their agent groups
l
Place employees in and remove them from Make Busy
l
Place employees in and remove them from Do Not Disturb
l
Cancel the employee Work Timer
l
Cancel the employee Reseize Timer
256
Multimedia Contact Center Installation and Deployment Guide
Using Interactive Contact Center with Contact Center Client, you can control agents on the
following monitors: Agent and Employee State by Position, Agent and Employee State by Time, and
Agent Shift.
Using Interactive Contact Center with Ignite (WEB), you can control agents on the following
monitors: Employee State and Agent State.
Individual supervisors can be restricted through security roles from managing particular monitors and
devices. For more information, consult your System Administrator.
Agent and Agent Group Presence
Employees can be enabled to handle voice, email, chat, or SMS media. When an employee is
enabled to handle a media type, YourSite Explorer automatically creates a corresponding agent.
These multimedia agents can be assigned to agent groups, which are in turn are associated to
queues.
When agent groups are created, an employee’s agents are assigned a default group presence, either
Present or Absent. If an employee's default presence is Absent will be set in the Logged In Not
Present agent state when they log in. To handle that media type, the employee has to manually
change their agent presence in Ignite or Contact Center Client. Employees whose agents default
presence is Present will be set in the Idle agent state when they log in. For details about agent
states, see "Employee and Agent state indicators" on page 227.
Controlling employees and agents in real-time monitors
Interactive Contact Center enables supervisors, depending on their security settings, to control
employees via the Contact Center Client and Ignite (WEB) employee and agent monitors. For
example, if a supervisor notices a dramatic increase in the number of incoming emails in the Sales
email queue, they can, using the agent monitor, remove the employee’s chat agent from their agent
group in the Sales chat queue, ensuring that the employee can focus entirely on incoming emails.
Depending on whether an employee or an agent monitor is open, Contact Center Client displays two
tabs in the Contact Center Client ribbon for controlling employees or their agents. Supervisors can
perform actions using either a right-click and select method within the monitor or by accessing the
action menu in the Employee, Agent, or Monitor Control tab views. If they have Context Sensitivity
enabled for monitors, the Agent or Employee tab automatically becomes the active tab when an
employee or agent is selected. If an empty cell is selected, the Monitor Control tab becomes the
active tab. The following tabs are displayed with employee or agent real-time monitors:
l
l
Employee or Agent Control—Employee Control gives you control over individual
employees and their agents. Employee monitor controls offer supervisors the greatest
flexibility in controlling an employee and all of their agents. Supervisors can manage an
employee`s availability, and all of an employee`s agents, or manage specific agents belonging
to individual employees. (See Figure 26.)
Monitor Control—Monitor Control gives you control over all of the employees or agents on a
monitor, enabling simultaneous management of presence for all employees or agents. (See
Figure 28 and Figure 29.)
NOTE: Context sensitivity and monitor control are not supported with Ignite (WEB). You can only
alter the state for one employee or agent at a time.
257
Accessing real-time information with Contact Center Client
Figure 26: Employee State by Position - Employee Control tab options
Supervisors can control employees on the following Contact Center Client monitors:
l
Employee State by Position
l
Employee State by Time
Supervisors can control employees on the following Ignite (WEB) monitor:
l
Employee State
Agent Control gives you control over individual agents in an agent monitor. Agent monitor controls
enable supervisors a more targeted look at specific aspects of an employee`s presence, enabling
supervisors to limit their influence to specific agents or media types. Since agent monitors enable
supervisors to view agents by agent group, Agent Control enables supervisors to better manage their
agent groups. (See Figure 27.)
258
Multimedia Contact Center Installation and Deployment Guide
Figure 27: Agent State by Position - Agent Control tab options
Supervisors can control agents on the following Contact Center Client monitors:
l
Agent State by Position
l
Agent State by Time
l
Agent State by Time for Queue
l
Agent Shift
Supervisors can control agents on the following Ignite (WEB) monitor:
l
259
Agent State
Accessing real-time information with Contact Center Client
Figure 28: Employee State by Position - Monitor Control tab options
260
Multimedia Contact Center Installation and Deployment Guide
Figure 29: Agent State by Position - Monitor Control tab options
Logging on an agent - Contact Center Client
NOTE:
l
l
l
l
l
l
261
An ACD hot desking agent must enter an extension number each time the agents logs on to
the ACD routing system using Interactive Contact Center. The agent cannot rely on the
extension number last used when logging on. This is because the ACD data stream unifies
the agent ID and the extension. After a hot desking agent logs on or off of the ACD routing
system using Interactive Contact Center, sometimes the Interactive Contact Center agent
controls are not available to the agent for two to five minutes.
You will be unable to log on an agent to the system if there are no available user licenses.
If your contact center participates in the use of PINs, supervisors with the correct Class of
Service do not require an agent’s PIN to interactively log in a hot desking agent.
Depending on security roles and telephone switch settings, employees who are licensed as
Advanced Supervisor or System Administrator may not be prompted to enter a PIN when
logging into Interactive Contact Center, Softphone, or PhoneSet Manager.
If a hot desking agent logs into an extension that serves as the overflow point for a Ring
Group, calls to that Ring Group will not be offered to the extension and will remain queued or
ringing until abandoned or answered.
Hot desking users logging into a Ring Group extension must also be a member of the Ring
Group to ensure accurate reporting.
Accessing real-time information with Contact Center Client
You log employee voice agents in and out in either an open Employee or Agent Monitor in Contact
Center Client. Multimedia agents are not logged in with voice agents.
To log in an agent in an open Employee monitor
l
Right-click the cell of an employee and click Employee control=>Log in=>voice agent.
Alternatively, select the employee cell in an open monitor, click Log in from the Employee
Control tab on the Contact Center Client ribbon, and select the voice agent.
NOTE: When you log in an employee’s voice agent, you must enter the extension for the
agent. See the procedure below.
To log in an agent by extension in an open Employee monitor
1. Right-click the cell of an employee and click Employee control=>Log in=>By extension.
2. If the employee has multiple voice agents, select the agent to log in from the drop-down list.
3. Type the Agent’s extension.
4. Click OK.
To log in an agent in an open Agent monitor
l
Right-click the cell of a voice agent who is not logged into and click Agent Control=>Log
in=>voice agent. Alternatively, select the agent cell in an open monitor and click Log in from
the Contact Center Client ribbon.
NOTE: When you log in a voice agent, you must enter the extension for the agent. See the
procedure below.
To log in an agent by extension in an open Agent monitor
1. Right-click the cell of a voice agent and click Agent control=>Log in=>By extension.
2. If the employee has multiple voice agents, select the agent to log in from the drop-down list.
3. Type the Agent’s extension.
4. Click OK.
Logging off an agent - Contact Center Client
You can log off an employee from all media in an Employee monitor or Agent monitor. Logging off an
agent logs off all of the employee’s voice agents and sets the employee’s multimedia agents to
Absent in all their agent groups. If the employee is logged into their soft phone in Contact Center
Client, they will also be logged out of the soft phone.
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To log off all of an employee's agents in an open Employee monitor
l
Right-click the cell of an employee and click Employee control=>Log off. Alternatively,
select the employee cell in an open monitor and click Log Off from the Employee Control
tab on the Contact Center Client ribbon.
To log off an agent in an open Agent monitor
NOTE: Logging off an employee's agent logs off all of the employee's agents simultaneously.
l
Right-click the cell of an agent and click Agent control=>Log off. Alternatively, select the
agent cell in an open monitor and click Log Off from the Agent Control tab on the Contact
Center Client ribbon.
262
Multimedia Contact Center Installation and Deployment Guide
To log off all employees' agents in an open Employee monitor
1. Right-click the monitor and click Monitor control=>Log off.
Alternatively, click the Monitor Control tab in the Contact Center Client ribbon and select
Log Off.
2. Click Yes.
To log off all agents in an open Agent monitor
1. Right-click the monitor and click Monitor control=>Log off.
Alternatively, click the Monitor Control tab in the Contact Center Client ribbon and select
Log Off.
2. Click Yes
Logging on an agent - Ignite (WEB)
When you log on an agent in Ignite (WEB), you make them available to receive voice contacts.
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
To log on a voice agent
1. In the monitor, select the agent you want to log on.
2. Click State=>Available.
3. Enter the agent’s extension and PIN (if enabled) and click Login.
NOTE: This step is not required if the agent is set to automatically log in when the ‘Available’
state is selected.
Logging off an agent - Ignite (WEB)
When you log off an agent in Ignite (WEB), you make them unavailable to receive all media contacts,
including voice, email, chat, and SMS.
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
To log off an agent
1. In the monitor, select the agent you want to log off.
2. Click State=>Offline.
Joining and leaving agent groups - Contact Center Client
After logging into Contact Center Client, agents can use Interactive Contact Center to control their
presence status in agent groups. Optionally, supervisors can use Interactive Contact Center to
control the presence status of agents in specific agent groups.
NOTE:
l
263
An agent's ACD hot desk line remains in service while they are logged in as an ACD hot desk
user even if they are not present in any ACD groups and not receiving ACD calls.
Accessing real-time information with Contact Center Client
To join an agent to or have an agent leave an agent group in an open Employee monitor
1. Right-click the cell of an employee and click Employee control=>Join/Leave Agent
Group=>[Agent].
Alternatively, select the cell of an employee and in the Employee Control tab of the Contact
Center Client ribbon, click Join/Leave agent group=>[Agent].
2. Select the agent group(s) to which you want the employee’s agent(s) to join or deselect the
agent group(s) to have the employee’s agent(s) leave the agent groups.
3. Click OK.
To join an agent to or have an agent leave an agent group in an open Agent monitor
1. Right-click the cell of an agent who is logged on and click Agent control=>Join/Leave
Agent Group.
Alternatively, select the cell of an agent and click Join/Leave Agent Group from the Agent
Control tab in the Contact Center Client ribbon.
2. Select the agent group(s) to which you want the agent(s) to join or deselect the agent group(s)
to which you want the agent(s) to leave.
3. Click OK.
Joining and leaving agent groups - Ignite (WEB)
After signing into Ignite (WEB) and logging into their phone, agents can use interactive Contact
Center to control their presence in agent groups. Optionally, supervisors can use Interactive Contact
Center to control the presence status of agents in specific agent groups from within the Agent and
Employee State monitors in Ignite (WEB).
The following procedures take place in either an Agent State or Employee State monitor in Ignite
(WEB).
To join an agent to an agent group
1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. Hover over the agent group's avatar and select Join All.
4. Click Update.
To remove an agent from an agent group
1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. Hover over the agent group’s avatar and select Leave All.
4. Click Update.
To join an agent to or remove an agent from all agent groups
1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. To join an agent to all agent groups, click Join All=>Update.
4. To remove an agent from all agent groups, click Leave All=>Update.
264
Multimedia Contact Center Installation and Deployment Guide
To make an agent available or unavailable to answer contacts of a specific media type
1. In the monitor, select the agent for which you want to modify agent group presence.
2. Click Agent Groups.
3. To become available to answer contacts of a specific media type, click the media icon in the
agent group so the icon displays in blue.
4. To become unavailable to answer contacts of a specific media type, click the media icon in
the agent group so the icon displays in grey.
5. Click Update.
Placing employees in Make Busy - Contact Center Client
NOTE: Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification Code
could register a 'Non-Compliant' against voice agents, if Classification Codes are required for the
queue.
Placing employees into Make Busy places both employees and all of their agents into Make Busy.
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To place an employee in an open Employee monitor in Make Busy
l
Right-click the cell of an employee and click Employee control=>Set Make Busy=>reason
code. Alternatively, select an empty cell in an open monitor and click Set Employee Make
Busy=>reason code from the Employee Control tab in the Contact Center Client ribbon.
To place all employees in an open Employee monitor in Make Busy
1. Right-click the monitor and click Monitor control=>Set Make Busy=>reason code.
Alternatively, select an empty cell in an open monitor and click Set Make Busy=>reason
code from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.
To place an employee in an open Agent monitor in Make Busy
l
Right-click the cell of an agent and click Agent control=>Set Employee Make
Busy=>reason code. Alternatively, select the agent cell in an open monitor and click Set
Employee Make Busy=>reason code from the Agent Control tab in the Contact Center
Client ribbon.
To place all employees in an open Agent monitor in Make Busy
1. Right-click the monitor and click Monitor control=>Set Employee Make Busy=>reason
code. Alternatively, select an empty cell in an open monitor and click Set Make
Busy=>reason code from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.
Removing employees from Make Busy - Contact Center Client
Removing employees from Make Busy removes both employees and all of their agents from Make
Busy.
265
Accessing real-time information with Contact Center Client
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To remove an employee in an open Employee monitor from Make Busy
l
Right-click the cell of an employee whose agents are in Make Busy and click Employee
control=>Remove Make Busy. Alternatively, select an empty cell in an open monitor and
click Remove Make Busy from the Employee Control tab in the Contact Center Client
ribbon.
To remove all employees in an open Employee monitor from Make Busy
1. Right-click the cell of an employee who is in Make Busy and click Monitor
control=>Remove Make Busy. Alternatively, select an empty cell in an open monitor and
click Remove Make Busy from the Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.
To remove an employee in an open Agent monitor from Make Busy
l
Right-click the cell of an agent in Make Busy and click Agent control=>Remove Make
Busy. Alternatively, select the agent cell in an open monitor and click Remove Make Busy
from the Agent Control tab in the Contact Center Client ribbon.
To remove all employees in an open Agent Monitor from Make Busy
1. Right-click the cell of an employee and click Monitor control=>Remove Make Busy.
Alternatively, select an empty cell in an open monitor and click Remove Make Busy from the
Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.
Placing employees in Busy - Ignite (WEB)
NOTE: Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification Code
could register a 'Non-Compliant' against voice agents, if Classification Codes are required for the
queue.
Placing an employee into Busy places them in Busy across all media types for which they answer
contacts. While in Busy, they can receive transferred multimedia contacts, however, inbound
multimedia contacts will not be routed to them. They can also receive non-ACD voice contacts and
pick contacts waiting in queue.
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
To place an employee in Busy
1. In the monitor, select the employee you want to place in Busy.
2. Click State=>Busy….
3. Choose a Busy code.
Removing employees from Busy - Ignite (WEB)
Removing employees from Busy re-enables them to answer inbound multimedia contacts and ACD
calls.
266
Multimedia Contact Center Installation and Deployment Guide
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
To remove an employee from Busy
1. In the monitor, select the employee you want to remove from Busy.
2. Click State and select an alternate state.
NOTE: Select Available if you want to make them available to receive contacts.
Placing employees in Do Not Disturb - Contact Center Client
NOTE:
l
l
If an agent on an ACD calls puts themselves into MKB or DND, Work Timer events are not
received for that call.
Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification
Code could register a 'Non-Compliant' against voice agents, if Classification Codes are
required for the queue.
Placing employees into Do Not Disturb places employees and all of their agents into Do Not Disturb.
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To place an employee in an open Employee monitor in Do Not Disturb
l
Right-click the cell of an employee and click Employee Control=>Set Do Not
Disturb=>reason code. Alternatively, select the employee cell in an open monitor and click
Set Employee Do Not Disturb=>reason code.
To place all employees in an open Employee Monitor in Do Not Disturb
1. Right-click the monitor and click Monitor control=>Set Do Not Disturb=>reason code.
Alternatively, select an empty cell in an open monitor and click Set Do Not Disturb from the
Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.
To place an employee in an open Agent monitor in Do Not Disturb
l
Right-click the cell of an agent who is logged on and click Agent control=>Set Employee
Do Not Disturb=>reason code. Alternatively, select the agent cell in an open monitor and
click Set Do Not Disturb=>reason code from the Agent Control tab in the Contact Center
Client ribbon.
To place all employees in an open Agent monitor in Do Not Disturb
1. Right-click the monitor and click Monitor control=>Set Do Not Disturb=>reason code.
Alternatively, select an empty cell in an open monitor and click Set Do Not Disturb from the
Monitor Control tab in the Contact Center Client ribbon.
2. Click Yes.
Removing employees from Do Not Disturb - Contact Center Client
Removing employees from Do Not Disturb removes employees and all of their agents from Do Not
Disturb.
267
Accessing real-time information with Contact Center Client
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To remove an employee in an open Employee monitor from Do Not Disturb
l
Right-click the cell of an employee who is in Do Not Disturb and click Employee
control=>Remove Do Not Disturb. Alternatively, select the employee cell in and click
Remove Do Not Disturb from the Employee Control tab in the Contact Center Client
ribbon.
To remove all of a monitor’s employees in an open Employee monitor from Do Not Disturb
l
Right-click the monitor and click Monitor control=>Remove Do Not Disturb. Alternatively,
select an empty cell in an open monitor and click Remove Do Not Disturb from the Monitor
Control tab in the Contact Center Client ribbon.
To remove an employee in an open Agent monitor from Do Not Disturb
l
Right-click the cell of an agent who is in Do Not Disturb and click Agent control=>Remove
Do Not Disturb. Alternatively, select the agent cell in an open monitor and click Remove Do
Not Disturb from the Agent Control tab in the Contact Center Client ribbon.
To remove all of a monitor’s employees in an open Agent monitor from Do Not Disturb
l
Right-click the monitor and click Monitor control=>Remove Do Not Disturb. Alternatively,
select an empty cell in an open monitor and click Remove Do Not Disturb from the Monitor
Control tab in the Contact Center Client ribbon.
Placing employees in Do Not Disturb - Ignite (WEB)
NOTE: Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification Code
could register a 'Non-Compliant' against voice agents, if Classification Codes are required for the
queue.
Placing an employee into Do Not Disturb places them in Do Not Disturb across all media types for
which they answer contacts. While in Do Not Disturb, they are unable to receive inbound multimedia
contacts and internal voice contacts, including transfers.
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
To place an employee in Do Not Disturb
1. In the monitor, select the employee you want to place in Do Not Disturb.
2. Click State=>Do Not Disturb….
3. Choose a DND code.
Removing employees from Do Not Disturb - Ignite (WEB)
Removing employees from Do Not Disturb re-enables them to receive contacts for all applicable
media types.
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
268
Multimedia Contact Center Installation and Deployment Guide
To remove an employee from Do Not Disturb
1. In the monitor, select the employee you want to remove from Do Not Disturb.
2. Click State and select an alternate state.
NOTE: Select Available if you want to make them available to receive contacts.
Canceling Work Timer for employees - Contact Center Client
NOTE: Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification Code
could register a 'Non-Compliant' against voice agents, if Classification Codes are required for the
queue.
In an Employee monitor or Agent monitor, you can cancel Work Timer for one or more employees.
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To cancel Work Timer in an open Employee monitor
l
Right-click the cell of an employee who is in Work Timer and click Employee
control=>Cancel Work Timer. Alternatively, select the employee cell in an open monitor
and click Cancel Work Timer in the appropriate media section of the Employee Control tab
in the Contact Center Client ribbon.
To cancel Work Timer for all employees in an open Employee monitor
l
Right-click the monitor and click Monitor control=>Cancel Work Timer. Alternatively,
select an empty cell in an open monitor and click Cancel Work Timer in the media type’s
section of the Monitor Control tab in the Contact Center Client ribbon.
To cancel Work Timer for an employee in an open Agent monitor
l
Right-click the cell of an agent who is in Work Timer and click Agent control=>Cancel Work
Timer. Alternatively, select the agent cell in an open monitor and click Cancel Work Timer
from the Agent Control tab in the Contact Center Client ribbon.
To cancel Work Timer for all employees in an open Agent monitor
l
Right-click the monitor and click Monitor control=>Cancel Work Timer. Alternatively,
select an empty cell in an open monitor and click Cancel Work Timer from the Monitor
Control tab in the Contact Center Client ribbon.
Canceling Work Timer for employees - Ignite (WEB)
NOTE: Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification Code
could register a 'Non-Compliant' against voice agents, if Classification Codes are required for the
queue.
The following procedure takes place in either an Agent State or Employee State monitor in Ignite
(WEB).
269
Accessing real-time information with Contact Center Client
To remove an employee from Work Timer
1. In the monitor, select the employee you want to remove from Work Timer.
2. Click State and select an alternate state.
NOTE: Select Available if you want to make them available to receive contacts.
Canceling Reseize Timer for voice agents
The following procedures take place in either an open Employee monitor or an open Agent monitor in
Contact Center Client.
To cancel Reseize Timer for an employee’s voice agent in an open Employee monitor
l
Right-click the cell of an employee who is in Reseize Timer and click Employee
control=>Cancel Reseize Timer. Alternatively, select the employee cell in an open monitor
and click Cancel Reseize Timer in the appropriate media section of the Employee Control
tab in the Contact Center Client ribbon.
To cancel Reseize Timer for all employee voice agents in a monitor in an open Employee monitor
l
Right-click the monitor and click Monitor control=>Cancel Reseize Timer. Alternatively,
select an empty cell in an open monitor and click Cancel Reseize Timer from the Monitor
Control tab in the Contact Center Client ribbon.
To cancel Reseize Timer for an employee’s voice agent in an open Agent monitor
l
Right-click an agent who is in Reseize Timer and click Agent control=>Cancel Reseize
Timer. Alternatively, select the agent cell in an open monitor and click Cancel Reseize
Timer in the appropriate media section of the Agent Control tab in the Contact Center Client
ribbon.
To cancel all of the voice agents on a monitor in the Reseize Timer state in an open Agent monitor
l
Right-click the monitor and click Monitor control=>Cancel Reseize Timer. Alternatively,
select an empty cell in an open monitor and click Cancel Reseize Timer from the Monitor
Control tab in the Contact Center Client ribbon.
CONTROLLING THE AVAILABILITY OF VOICE QUEUES
Using Interactive Contact Center and Contact Center Client, you can control the availability of voice
queues on the Queue Now or Queue Group Now monitor. Multimedia queues cannot be controlled
using Interactive Contact Center and Contact Center Client. For information on controlling voice
queues, see the Interactive Contact Center chapter of the MiContact Center User Guide.
INTERACTING WITH CUSTOMER CONTACTS TO IMPROVE
SERVICE LEVELS
Interactive Visual Queue is a Contact Center Client real-time monitor that works in conjunction with
YourSite Explorer and Interactive Contact Center to enable supervisors to both monitor and control
the content in contact center queues. With Interactive Visual Queue monitors open, supervisors can
monitor the contents of queues and queue groups, easily move contacts between queues, assign
contacts to agents, and proactively remove unwanted contacts from the queues.
270
Multimedia Contact Center Installation and Deployment Guide
Interactive Visual Queue is comprised of a Queued media grid and, for voice media, an Abandoned
media grid and a Callback to be processed grid. The Interactive Visual Queue Queued media grid
displays all types of media contacts that are currently queued. It does not display items that have
already been offered to agents or are currently being handled by agents.
Using a drag-and-drop operation, supervisors can balance traffic by moving contacts from busy
queues to less active queues and ensure optimum customer service by directing high priority
contacts to experienced agents. Supervisors can pick contacts from the queue and handle them,
and can tag email contacts as junk or no reply needed to remove them from the queue. Supervisors
can also preview email contacts.
For information on using Interactive Visual Queue with voice media, see the Interactive Visual
Queue chapter of the MiContact Center User Guide.
Opening Interactive Visual Queue
You access Interactive Visual Queue by logging on to Contact Center Client and then opening the
Real-time toolbar.
To open an Interactive Visual Queue monitor
1. Log on to Contact Center Client.
2. In the Contact Center Client ribbon, click Real Time.
3. Click Interactive Visual Queue.
The Add/Remove device IDs window opens.
4. Select the queue group(s) or queue(s) that you want to monitor and click OK.
See Figure 30.
NOTE:
l
271
Virtual, Reporting, and Unified Queue Groups are shown in the Queue groups list.
Accessing real-time information with Contact Center Client
Figure 30: Interactive Visual Queue monitor
Accessing queue and contact information and statistics
To access detailed multimedia queue information, including voice, refer to the Interactive Visual
Queue Queued media grid. Here you will find the statistics you need to make informed decisions to
ensure contacts are being handled efficiently within your business.
The following list provides descriptions of the column headings available in the Queued media grid:
l
Position (#) displays the answer position relative to other contacts in the queue
l
Media icon displays the media type
l
Queue Name displays the name of the queue
l
Queue Dialable displays:
l
Voice—the dialable number of the queue
l
Chat—Queue Auto Response User Name
l
SMS—the dialable number of the queue
l
Email—Email address of the queue
l
Priority is the priority of the contact in the queue (the lower the number, the higher the priority)
l
Time in Queue is the contact's total time in the current queue
l
Time Offered to System is the time the contact first entered the system
l
Time in System is the contact's total time in the system
l
Queue Hops is the number of times a contact has changed queues
l
ANI (Contact ID) displays:
l
Voice—caller # / ANI
272
Multimedia Contact Center Installation and Deployment Guide
l
l
l
l
l
Chat—Chat email address from pre-chat form
l
SMS—From mobile number
l
Email—From email address
Subject displays
l
Voice—blank
l
Chat—Chat subject from pre-chat form
l
SMS—blank
l
Email—Email subject
Is Callback indicates if the queued media is a callback request (voice only)
Service level countdown provides a countdown in seconds when the conversation will exceed
the target time to meet the service level
Contact Name is the name associated with the contact (if available)
l
Voice—caller ID
l
Chat—Chat name from pre-chat form
l
SMS—blank
l
Email—Email “From” name, if available
l
Time Offered to Queue is the time the contact entered the current queue
l
DNIS (To Address) displays
l
l
Voice—DNIS Number
l
Chat—blank
l
SMS—blank
l
Email—receiver's email address
To Name displays
l
l
l
Voice—DNIS Name, if configured in YourSite Explorer for the associated DNIS
number
l
Chat—blank
l
SMS—blank
l
Email—Email “To” name, if available
Collected Information displays the single or series of collected results provided by IVR
Routing or Intelligent Queue. Collected information requires IVR Routing or Intelligent Queue,
Verified Collected Digits and, optionally, Remote Database Verification or CTI Developer
Toolkit
Queue Reporting is the queue’s reporting number
For information on other Interactive Visual Queue grids that are voice media only, see the Interactive
Visual Queue chapter of the MiContact Center User Guide. For information on hiding or making
columns visible, sorting data in a column, or re-arranging columns, see the Contact Center Client
options section of the Real-Time Monitors chapter of the MiContact Center User Guide.
273
Accessing real-time information with Contact Center Client
Understanding contact priority
Each queue has a default priority level. When a contact enters the system for the first time, the
contact adopts the default priority of whichever queue it enters. If all contacts in a queue have the
same priority, the position of the contacts are based on each contact’s total time in the current
queue. If a queue contains contacts that have multiple priority levels, higher priority contacts will
have a higher position in the queue than lower priority contacts.
As long as a contact remains in a queue, it maintains its priority. However, if a contact moves from
one queue to another queue, the contact’s priority may change, based on the method used to move
the contact.
When you redirect a contact manually, the contact always adopts the default priority level of the
destination queue.
When you redirect a contact manually, the contact always adopts the default priority level of the
destination queue. For example, suppose Queue 1 has a priority of 1 and Queue 2 has a priority of
15. When a contact first enters Queue 1, it has a priority of 1. However, if you manually move that
contact to Queue 2, using either a drag-and drop operation or the right-click menu, the contact priority
lowers to 15. The rules work the same in reverse. If you manually move a priority 15 contact from
Queue 2 to Queue 1, the contact priority increases to 1 when it enters Queue 1.
Contacts interflowed automatically retain the original contact priority.
Redirecting contacts
A contact can move between queues automatically (interflow) or manually (redirection).
Interflow
You can configure Inqueue workflows to automatically move a contact from one to queue to another
after a specific duration through the Interflow activity. For example, you could configure your system
to move a contact from Queue 1 to Queue 2 if the contact has not been answered within 30 seconds.
For more information on the Interflow activity, see "Routing contacts with the Interflow activity" on
page 188.
Redirection
Using Interactive Visual Queue, you can manually redirect a contact from a queue to another queue,
to an agent, or, if it is a voice contact, a dialable number.
There are two ways a voice contact can be removed from the system. If a voice contact is moved
more than 10 times, either by redirection or by interflow, the contact is dropped from the system. You
can see the current number of times a contact has moved between queues in the Queue Hops
column. A voice contact will also be automatically removed from the system if its total time in the
system exceeds 24 hours. The Total Time column lists the contact’s duration in the system. Email,
SMS and chat contacts are removed from the system if they are offered to agents over 50 times.
If a contact is an email contact, it can also be set to No Reply or Junk and removed from the system.
You can manually redirect a contact in the Queued media grid using the following methods:
l
Drag and drop a contact between queues.
l
Use the right-click menu to move a contact between queues.
l
Use the right-click menu to send a contact to a specific dialable number or email address
274
Multimedia Contact Center Installation and Deployment Guide
You may notice that the first two methods perform the same action. However, the second method is
convenient when a queue monitor is maximized and you want to move a contact without having to
resize one or more monitors.
You can remove contacts in the Interactive Visual Queue Monitor in the following ways:
l
Delete voice contacts from the monitor (voice only)
l
Tag emails as No Reply needed
l
Tag emails as Junk
When you manually redirect (drag and drop) a contact in Interactive Visual Queue, MiContact Center
changes the way the voice contact is pegged on the Queue Performance reports. If you redirect a
contact before the short abandon time set for the queue, the contact is pegged as Unavailable. If you
redirect a contact after the short abandon time set for the queue, the contact is pegged as
Interflowed. An internal ACD contact is pegged as Abandoned if the contact is redirected at any
time.
Redirecting multimedia contacts between queues
To drag and drop contacts between queues
1. In the Queued media grid, click anywhere in the row of the contact you want to move.
2. Use a drag-and-drop operation to move the contact from its original queue monitor to a new
queue monitor.
NOTE:
l
l
l
You can only drag a contact from one Interactive Visual Queue monitor to another if the
destination monitor has the same media type (such as email to email, chat to chat,
etc.).
Only one contact can be moved over at a time.
If the destination monitor has multiple queues for the same media type, the system will
assign the redirected contact to the queue with the fewest contacts in queue.
To redirect a contact between queues using the menu
1. In the Queued media grid, right-click the row of the contact you want to redirect and click
Send to=>Queue.
A list of available queues displays.
NOTE: You can use the search button to locate a specific queue, either by name or reporting
number.
2. Click the name of the queue to which you want to redirect the contact.
3. Click OK.
Alternatively, to redirect a contact from one queue to another queue
1. In the Queued media grid, right-click the row of the contact you want to redirect and click
Send to.
2. In the list of queues beneath Queue, select a queue.
275
Accessing real-time information with Contact Center Client
Redirecting multimedia contacts to agents
You can transfer contacts in queue directly to agents who are available or in Make Busy/Overloaded
states. Agents who are logged out, in DND, Offline (WEB), or whose presence is Unknown cannot
receive transferred contacts and do not appear in the list of available agents.
To redirect multimedia contacts to agents
1. In the Queued media grid, right-click the row of the contact you want to redirect and click
Send to=>Agent.
A list of available agents who can handle the contact’s media type displays.
NOTE: You can use the search button to locate a specific agent, either by name or reporting
number.
2. Click the name of the agent to which you want to send the contact.
3. Click OK.
Redirecting email contacts to specific email addresses
Using the Send to menu option, you can redirect contacts in Interactive Visual Queue to any email
address.
To redirect an email contact to another email address
1. In the Queued media grid, right-click the row of the email contact you want to redirect and click
Send to=>[Destination].
2. When you click [Destination], it changes to a text box.
3. Type an email address into the text box and press Enter.
You can enter multiple email addresses, separating each with a semi-colon (e.g.
recipient1@email.com;recipient2@email.com).
NOTE: If you are licensed to access multimedia functionality in Ignite, you can alternatively
redirect contacts directly to an agent by forwarding or transferring. See "Handling emails in
Ignite" on page 359 and "Handling chats in Ignite" on page 375.
Tagging emails and SMS as Junk
Supervisors can mark email or SMS contacts in an Interactive Visual Queue monitor as junk,
removing junk contacts from the queue.
To tag an email or SMS contact as Junk
1. In the Queued media grid, select the contact(s) you want to tag as Junk.
Select multiple emails by holding CTRL or Shift and clicking the emails.
2. Right-click the row of the contact you want to tag as Junk.
3. Click Junk Conversation.
4. Click Yes.
NOTE:
l
l
Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
If you are licensed to access multimedia functionality in Ignite, you can alternatively tag
emails as Junk using Ignite. See "Marking emails as No Reply and Junk" on page 367.
276
Multimedia Contact Center Installation and Deployment Guide
Tagging email and SMS contacts as No Reply Needed
Supervisors can mark email and SMS contacts in an Interactive Visual Queue monitor as requiring
no reply, such as out of office emails, removing them from the queue.
To tag an email and SMS contact as No Reply needed
1. In the Queued media grid, select the contact you want to tag as No Reply needed.
Select multiple contacts by holding CTRL or Shift and clicking the emails.
2. Right-click the row of the contact you want to tag as No Reply needed.
3. Click No Reply.
NOTE:
l
l
Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
If you are licensed to access multimedia functionality in Ignite, you can alternatively tag email
and SMS contacts as No Reply Needed using Ignite. See "Marking emails as No Reply and
Junk" on page 367 and "Marking SMS contacts as No Reply and Junk" on page 392.
PREVIEWING QUEUED MULTIMEDIA CONTACTS
Supervisors monitoring queues in Interactive Visual Queue can preview the contents of queued
email, SMS and chat contacts. Figure 31 shows a previewed email. Previewed emails display in a
new window that shows the contents of the email. Supervisors can preview embedded files in the
email and download attachments, such as images and e-signatures, but they cannot edit previewed
emails, however, nor can they preview an email in an agent’s inbox. A supervisor can only have one
email preview open at a time.
277
Accessing real-time information with Contact Center Client
Figure 31: Previewed email
Figure 32 shows a previewed chat session. Previewed chats show the content of the chat session.
Supervisors can open links in the previewed chat session, but they cannot view embedded media or
participate in the chat. A supervisor can only preview one chat at a time. Supervisors previewing
chats must have an associated chat agent.
278
Multimedia Contact Center Installation and Deployment Guide
Figure 32: Previewed chat
Figure 33 shows a previewed SMS contact. Previewed SMS contacts show the content of the SMS
session. Supervisors can open links in the previewed SMS session, but they cannot view embedded
media or participate in the SMS contact. A supervisor can only preview one SMS contact at a time.
Supervisors previewing SMS contacts must have an associated SMS agent.
279
Accessing real-time information with Contact Center Client
Figure 33: Previewed SMS
While the preview window is open, no other actions can be taken in Contact Center Client, although
you can still answer phone calls from the desktop notification. Previewing a multimedia contact does
not impact the ability of that multimedia contact to interflow to another queue, to be offered to or
picked by an agent, or any other activity in Multimedia Contact Center.
The following procedures take place in an open Interactive Visual Queue monitor in Contact Center
Client.
To preview a multimedia contact
l
Right-click the email, SMS or chat you want to preview and select Preview
To print an email preview window
l
Click the printer icon in the email preview.
280
Multimedia Contact Center Installation and Deployment Guide
Removing contacts from Interactive Visual Queue monitors
Contact can be removed from Queued and Abandoned media monitors. Deleting a contact from
Interactive Visual Queue does not remove the contact from the actual queue. Instead, it removes the
contact from the monitor and stops Interactive Visual Queue from tracking it.
To remove a contact from Interactive Visual Queue
1. Right-click the row of the contact you want to remove.
2. Click Delete.
The contact is removed from Interactive Visual Queue
FORECASTING MULTIMEDIA CONTACT CENTER STAFFING
REQUIREMENTS
The Forecasting tool built into Contact Center Client and Workforce Scheduling enables supervisors
to take historical data generated by their contact center’s ACD routing systems and multimedia
servers and use it to predict future traffic volumes and patterns to estimate required resources to
handle their contact center’s workload.
The Forecasting tool forecasts for each media separately when generating forecasts and does not
adjust for agent Workload. Agents allowed to handle simultaneous contacts are likely to be more
efficient than those handling a single call due to their ability to multitask. As a result, the number of
required agents in a forecast may be met by fewer agents if their Workload permits them to handle
different media contacts and numbers of contacts concurrently. Supervisors should adjust their
forecast statistics to compensate for the Workload of the agents being forecasted. It is
recommended that Workload be the same for all members in an agent group being forecasted.
For more information on forecasting, see the Forecasting chapter of the MiContact Center User
Guide. For information on using the Forecasting tool within Workforce Scheduling to schedule your
employees based on multimedia queue traffic needs, see the Workforce Scheduling chapter of the
MiContact Center User Guide.
ACCESSING HISTORICAL REAL-TIME INFORMATION
WITH CONTACT CENTER CLIENT
Using Auditor you can view historical, multimedia real-time events, at your own pace. Auditor makes
it easy for you to analyze when and why past service problems occurred. By understanding the
series of events you can prevent such issues from recurring.
For example, you notice that on July 15 you have 12 contacts abandon between 10:00 AM and 10:15
AM. You can review the contacts and the agents’ actions on that date for that time period with
Auditor. Did all of the contacts arrive at the same time? Did all of the agents go on break at the same
time? If all of the contacts arrived at once, you need to schedule more people. If all of the agents
went on break at the same time, you need to adjust their break schedule.
Using Auditor you can also track when employees log on and log off the system. It is easy to
determine if any of the employees consistently start late or finish early.
With Auditor, you can use existing profiles, including alarm thresholds, when viewing past days run
in real time.
281
Accessing historical real-time information with Contact Center Client
Your access to Auditor is determined by administrator-set security roles.
The first toolbar consists of real-time monitors that provide information on agent availability, queue
statistics, and graphic displays on queues. (See Figure 34.)
Figure 34: Auditor toolbar
AUDITOR ICONS
Using Auditor’s second toolbar you select the date of the historical real-time events that you want to
view and the speed at which to play the events. The icons are described in Table 26.
282
Multimedia Contact Center Installation and Deployment Guide
Table 26: Auditor Icons
ICON
TERM
Calendar
MEANING
You can select the date of the historical real-time events that
you want to view by clicking the calendar.
The Speed of audit is expressed as a ratio of real-time to play
speed. You can select the speed from a list of ratios that opens
when you click the clock: 1:1, 1:2, 1:5, 1:10, 1:30, 1:60, and
Speed of audit
1:120. If you select the ratio1:1, it will take you one second to
view one second of the past day. If you select 1:60, it will take
you one second to view one minute of the past day.
Rewind
Stop
Pause
Play
283
If you click Rewind when the play is stopped, you jump back to
the beginning of the day.
You can stop the real-time historical events from playing, and
jump back to the beginning of the day, by clicking Stop.
You can pause the real-time historical events by clicking
Pause.
You can play the real-time historical events by clicking Play.
Step forward
You can select the increment (in seconds) you will advance
from a list that opens when you click the down arrow to the
right of Step forward: 1 sec, 2 sec, 5 sec, 10 sec, 15 sec, 30
sec, and 45 sec. If you select 30 seconds, then when the play
is stopped, you can step forward in 30 second increments each
time you click Step forward. When you reach the end of data
for that day, you will automatically jump to the end of the day.
Jump forward
You can select the increment (in minutes) you will advance
from a list that opens when you click the down arrow to the
right of Jump forward: 1 min, 2 min, 5 min, 10 min, 15 min, 30
min, and 60 min. If you select 10 minutes, then when the play
is stopped, you can jump forward in 10 minute increments each
time you click Jump forward. When you reach the end of data
for that day, you will automatically jump to the end of the day.
Slider
As you view the events of the day, the slider indicates the time
at which the events occurred. The length of the slider
represents the length of the day for which you are viewing
historical real-time events.
Accessing historical real-time information with Contact Center Client
VIEWING HISTORICAL REAL-TIME EVENTS
You start Contact Center Client to gain access to Auditor functionality. For more information on
Contact Center Client real-time monitoring, see the Contact Center Client chapter of the MiContact
Center User Guide.
To view historical real-time events, you must
1. Start Contact Center Client.
2. Open the grids in which you want to view historical events.
NOTE: When viewing a Queue or Queue Group monitor, emails in queue that arrived from a
previous day in the auditing period will not show up in the monitor statistics until an action is
taken on them during the auditing period.
3. Start Auditor.
STARTING AND USING AUDITOR
You start Contact Center Client to gain access to Auditor functionality.
To view historical real-time events, you must
1. Start Contact Center Client.
2. Open the grids in which you want to view historical events.
NOTE: When viewing a Queue or Queue Group monitor, emails in queue that arrived from a
previous day in the auditing period will not show up in the monitor statistics until an action is
taken on them during the auditing period.
3. Start Auditor.
NOTE: If you are using the Contact Center Client marquee, Contact Center PhoneSet Manager,
Contact Center Softphone, or Interactive Visual Queue applications (which function in real time
only), open Auditor in another instance of Contact Center Client.
To start and use Auditor
1. In the Contact Center Client ribbon, click Auditor Controls.
2. Click Auditor Mode in the toolbar ribbon.
The Auditor toolbar displays.
3. Click the calendar icon and select a date.
The date displays on the left of the slider.
4. Click the speed icon and select the speed of the audit.
The speed of the audit, expressed as a ratio of real time to play speed, displays on the right of
the speed icon.
5. Move the slider to select the time of day at which you want to start monitoring.
6. Click the play button to play the real-time events of the selected date.
The historical real-time events play at the speed you selected.
284
Multimedia Contact Center Installation and Deployment Guide
ACCESSING REAL-TIME INFORMATION WITH IGNITE
(WEB)
New to Version 8.1, Ignite (WEB) enables real-time monitoring of employees, agents, queues, and
callback requests. The Ignite (WEB) real-time monitors do not duplicate those available in Contact
Center Client but, instead, offer a succinct set of the most essential statistics in the highly
accessible online format of Ignite (WEB).
The following real-time monitors are available in Ignite (WEB):
l
Employee State
l
Agent State
l
Queue Now
l
Callback Requests
To access the real-time monitors in Ignite (WEB)
1. In Ignite (WEB), click Dashboards.
2. Click the down arrow and select the dashboard from the list that contains the monitor you
want to display.
NOTE:
l
Alarms are not supported for real-time monitors in Ignite (WEB).
l
Access to real-time monitors is determined by administrator-set security roles.
To learn how to add and configure settings for real-time monitors in Ignite (WEB), see "Configuring
Ignite (WEB) dashboards" on page 337.
MONITORING EMPLOYEE STATE IN IGNITE (WEB)
The Employee State monitor available in Ignite (WEB) enables you to view activity and, if enabled
for Interactive Contact Center, adjust presence for individual employees in your contact center.
You can view the following real-time employee information:
l
Employee name, reporting number, and avatar
l
ACD availability and state (with colored state icon)
l
Busy duration for the day
l
Do Not Disturb duration for the day
l
Number of contacts handled for the day (voice, email, chat, SMS, as applicable)
l
Date/Time of first login
l
Total shift duration
NOTE: Only one employee at a time can display in the Employee State monitor but you can
optionally add several employee monitors to a dashboard to access information for multiple
employees.
The Employee State monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard, To
learn how to add and configure settings for the Employee State monitor in Ignite (WEB), see
"Configuring Ignite (WEB) dashboards" on page 337.
285
Accessing real-time information with Ignite (WEB)
MONITORING AGENT STATE IN IGNITE (WEB)
The Agent State monitor available in Ignite (WEB) enables you to view the real-time state of agents
in your contact center and, if enabled for Interactive Contact Center, adjust agent presence.
Each column lists agents in order of time in state, with the longest in state at the top. For example,
the agent at the top of the Idle column is the next longest idle agent and should receive the next
inbound contact.
The following table lists and describes real-time agent state information that displays in the Agent
State monitor in Ignite (WEB).
Table 27: Agent State monitor statistics - Ignite (WEB)
STATISTIC
ACD
Idle
Non ACD
DESCRIPTION
includes agents in ACD and ACD Hold
includes agents who are available for ACD but currently not handling any contacts
includes agents in Non ACD, Non ACD Hold, Outbound, and Outbound Hold
Unavailable includes agents in Do Not Disturb, Busy, Work Timer, and Reseize Timer
Not Present includes agents who are logged in as an agent but not present to any agent groups
Offline
includes agents who are logged in as an ACD agent
The Agent State monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard, To learn
how to add and configure settings for the Agent State monitor in Ignite (WEB), see "Configuring
Ignite (WEB) dashboards" on page 337.
MONITORING QUEUES IN IGNITE (WEB)
The Queue Now monitor available in Ignite (WEB) enables supervisors to view queue or queue group
statistics and a summary of current agent states for each queue or queue group in real time.
Queue statistics include Offered, Service Level %, Contacts Waiting, Requeued, and Longest
Waiting. Handled, Interflowed, and Abandoned counts can also be accessed by hovering over
‘Offered’ for each queue or queue group.
The following table lists and describes queue statistics that display in the Queue Now monitor in
Ignite (WEB).
286
Multimedia Contact Center Installation and Deployment Guide
Table 28: Queue Now monitor statistics - Ignite (WEB)
STATISTIC
Offered
DESCRIPTION
the total number of contacts offered to the queue or queue group
for a queue, this is the percentage of contacts handled within the
queue’s Service Level Time value over the day
Service Level %
Contacts Waiting
for a queue group, this is the lowest percentage of contacts
handled within the queue’s Service Level Time value over the day
across all queues
the current number of contacts in queue waiting for a member to
become available, including those listening to silence, music, or
recorded announcements
the total number of ACD contacts requeued
Requeued
Longest Waiting
Handled
NOTE: This statistic displays information for ACD paths only.
Statistics for Ring Groups display as '0'
the current duration, in minutes and seconds, of the contact
waiting the longest in queue or queue group
the total number of ACD contacts handled by members
the total number of ACD contacts interflowed
interflow is a mechanism that directs a contact waiting in queue
to another answer point
Interflowed
NOTE: If a contact waiting in queue is redirected before the
queue's short abandoned time has elapsed, the queue is pegged
with a Queue Unavailable count rather than an interflowed count.
In order for the Interflowed peg to occur, the redirection must
occur after the short abandoned time has elapsed
the total number of contacts abandoned before being answered
by members
Abandoned
287
NOTE: Abandoned does not peg short abandons as abandoned
contacts in the Queue Now monitor. The Abandoned column in
the Interactive Visual Queue monitor displays all abandoned
contacts. Because of this difference, you may notice
discrepancies between the abandoned call information in these
two monitors
Accessing real-time information with Ignite (WEB)
The current number of agents, by state, also displays for each queue or queue group for the following
agent states:
l
Idle: includes agents who are available for ACD but not currently handling any contacts
l
ACD: includes agents in ACD and ACD Hold
l
Non-ACD: includes agents in Non ACD, Non ACD Hold, Outbound, and Outbound Hold
l
Unavailable: includes agents in Do Not Disturb, Busy, and Work Timer
The Queue Now monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard, To learn
how to add and configure settings for the Queue Now monitor in Ignite (WEB), see "Configuring
Ignite (WEB) dashboards" on page 337.
VIEWING AND MANAGING CALLBACKS IN IGNITE (WEB)
When licensed for IVR, the Callback Requests monitor, available in Ignite (WEB), enables you to
interact with callbacks and monitor their state in real time.
The Callback Requests monitor enables users to requeue, reject, and delete callbacks from within
the monitor. Requeued callbacks are re-entered into their queue. Rejected callbacks are removed
from the queue and will not be offered to employees. Deleted callbacks are removed from the
monitor, but are not removed from the system.
To requeue, reject, or delete a callback
l
In the row of the call you want to interact with, in the Actions column, left-click either
Requeue, Reject, or Delete.
The following table lists and describes the statistics available in the Callback Requests monitor.
Table 29: Callback Requests monitor statistics - Ignite (WEB)
STATISTIC
Name
Number
DESCRIPTION
the name of the caller
the phone number provided by the caller
Status
the status of the callback
Offer At
the specific time the callback will be executed
Received
the specific time the caller submitted the callback request
Preferred
Time
the time the caller is available to receive the callback (if the caller does not enter a
preferred time, this column will be blank)
Destination
the queue, agent, and extension for which the callback is intended
# of
Attempts
the number of times the callback has been attempted
Last
Attempted
the specific time the last callback attempt to the caller was made
Actions
within this column, you can choose to requeue, reject, or delete a callback
288
Multimedia Contact Center Installation and Deployment Guide
The Callback Requests monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard, To
learn how to add and configure settings for the Callback Requests monitor in Ignite (WEB), see
"Configuring Ignite (WEB) dashboards" on page 337.
MANAGING A MULTIMEDIA CONTACT CENTER WITH
IGNITE
As a supervisor, there may be situations where you want to access Ignite's agent features. For
example, you may want to occasionally log in to alleviate contact center congestion by handling
contacts.
Ignite is also useful for directly transferring contacts to specific agents or as an alternative method
for tagging contacts as Junk or No Reply Needed. In addition, supervisors access Ignite to search
email, chat, and SMS history.
Supervisors can use the real-time monitors available in the Ignite (WEB) Dashboard to view realtime queue, agent, and employee statistics as well as interact with agent presence to improve
service levels. You can also view callback requests and choose to requeue, reject, or delete items
from the list.
NOTE: Employees must be licensed for Multimedia Contact Center to access the full multimedia
features in Ignite. For more information, see "Adding multimedia capabilities to employees" on page
66.
HANDLING MULTIMEDIA CONTACTS
When traffic levels necessitate, supervisors with appropriate licensing can log into Ignite and
alleviate congestion by handling contacts. Emails can be configured to overflow to a supervisor after
a specified length of time in queue. If a supervisor primarily uses Contact Center Client, they can
minimize Ignite and be notified when they receive an overflow email.
See the Ignite section of this guide for information regarding handling contacts in Ignite.
SEARCHING EMAIL, CHAT, AND SMS HISTORY
Building a case history is an essential part of investigating situations that result from a customer
complaint or a customer commendation. Searching email, chat, and SMS history helps you to follow
the trail of activity, enabling you to react appropriately in an informed way.
See "Searching Ignite" on page 340 and "Reviewing contact history" on page 356 for more
information.
ACCESSING REAL-TIME MONITORS IN IGNITE (WEB)
Real-time monitoring of employees, agents, queues, and callback requests is available via the
dashboards in Ignite (WEB).
For more information, see "Configuring Ignite (WEB) dashboards" on page 337, "Accessing real-time
information with Ignite (WEB)" on page 285, and "Interacting with agent presence to improve service
levels" on page 256.
289
Chapter 3 Agents
HANDLING CUSTOMER CONTACTS IN
A MULTIMEDIA CONTACT CENTER
Multimedia Contact Center Installation and Deployment Guide
AGENTS - HANDLING CUSTOMER CONTACTS IN
A MULTIMEDIA CONTACT CENTER
Agents in a multimedia contact center are enabled to handle contacts of various media types,
including voice, email, chat, and SMS. Ignite enables agents to interact with customers, view and
adjust their Agent Group Presence and Busy/Make Busy and Do Not Disturb states, and view
statistics in real time to determine availability of other agents and to be aware of current contact
center conditions.
Agent preferences, such as login ID and language, can be modified in CCMWeb, your online center
for personal settings and accessing the Help resource documentation.
MANAGING AGENT PREFERENCES
Agents can manage their preferences in CCMWeb, a web-based application that provides agents
with the ability to view and change settings associated with their login ID. Using the options under
CCMWeb’s My options tab, agents can set their language preferences, view their security roles,
change their password, and manage lists of contacts for emailing reports. Via options under the Help
tab, agents can access help documentation, view software information, and download the Client
Component Pack installation file.
See the Getting Started chapter of the MiContact Center User Guide to learn how to set user
preferences, view security roles, and configure email contacts.
IGNITE
Ignite is used by agents to handle all types of media, including voice, email, chat, and SMS.
Ignite is available as either a desktop or Web version. They share much of the same functionality but
also offer unique agent and supervisor experiences enabling you to choose the application that suits
your individual needs. In our documentation, we refer to desktop Ignite and its features as Ignite
(DESKTOP) and Web Ignite and its features as Ignite (WEB) or, where appropriate, as DESKTOP or
WEB only.
If you want access to the following features, we recommend using Ignite (DESKTOP):
l
Fully supported integration with MiCollab Client, including:
l
l
l
291
State indicator collaboration (state changes in either Ignite or MiCollab are reflected in
each application)
Ability to dock Ignite to MiCollab Client and minimize/maximize both applications
simultaneously
Auto-logout from MiCollab Client when agent logs out of Ignite
Ignite
l
Recording and implementing pre-announce and agent greetings
l
Requesting help from other agents or supervisors while on a call
l
Viewing agents' Inbox contents
l
Being notified by email of Enterprise Server alarms
l
l
Using the ‘Next Longest button’ to access longest-waiting Chat and SMS contacts with a
single click
Grouping, sorting, and organizing contacts using the card and grid views
If you want access to the following features, we recommend using Ignite (WEB):
l
Accessing Ignite from any supported, Web-enabled device
l
l
l
l
l
l
l
Full support for tablets (Apple, Android, and Microsoft)
Partial support for mobile phones (Apple, Android, and Microsoft), including the ability to
log in and out, view dashboards, change ACD state, set and remove Make Busy and
Do Not Disturb, remove Work Timer, and interact with agent states via dashboards
Viewing multiple windows simultaneously to enable greater, immediate access to different
types of information
Switching between desktop, tablet, and mobile device, while maintaining consistent access
to all relevant information
Logging into Ignite, without necessarily logging into queues, enabling agents to access Ignite
without being presented with ACD calls
Using MiCollab Client in conjunction with Ignite, to handle voice contacts, but without
integration functionality, such as collaborative state updates, docking, minimizing/maximizing
together, click to IM other agents and supervisors, and MiCollab Client auto-logout when
logging out of Ignite
Accessing supervisor-light version of Contact Center Client’s Interactive Contact Center
capabilities, including interacting with agent states and agent group presence, and moving
contacts from queues to agents, based on agent availability and queue activity levels
The following sections describe Ignite's functionality and include procedures for working in Ignite,
with a focus on non-voice media types. If your contact center also handles voice contacts, we
recommend implementing the MiCollab and Ignite integration described in the MiContact Center
User Guide.
GETTING STARTED WITH IGNITE (DESKTOP)
The following sections provide a walkthrough of Ignite’s interface. While this section contains some
procedures for viewing and orienting Ignite, agents can access in-depth information on how to use
Ignite by following the cross-references throughout.
Figure 35 illustrates Ignite’s UI, in the My Folders view. This is the view where agents perform most
of their tasks related to handling multimedia contacts.
NOTE: If you display taskbars on multiple monitors, maximizing Ignite on the secondary display
does not cover the taskbar and in some instances causes the taskbar to obscure a portion of Ignite.
To correct this, see the following Mitel Knowledge Base article:
http://micc.mitel.com/kb/KnowledgebaseArticle52017.aspx.
292
Multimedia Contact Center Installation and Deployment Guide
Figure 35: The Ignite UI for handling multimedia contacts
The Sign In screen (DESKTOP)
Agents access Ignite via the Sign In screen.
Agents with multimedia and voice capabilities should follow best practices for logging into voice and
multimedia. For more information, see "Logging in and out of Ignite (DESKTOP)" on page 306.
For information on exiting Ignite, see "Opening and closing Ignite (DESKTOP)" on page 306.
Note that the availability of Ignite’s functionality depends on employee licensing. If you log into Ignite
and are not able to access its functionality, or if you receive a message saying you are not
configured for ACD, contact your supervisor or system administrator.
The Agent Group Presence Status screen (DESKTOP)
The Agent Group Presence Status screen is where agents can view
l
The Agent Groups for which the agent handles contacts.
l
Whether the agent is present in or absent from these groups.
l
The default presence settings configured in YourSite Explorer.
If permitted, agents can adjust their agent group presence on this screen.
293
Ignite
For information on accessing the Agent Group Presence Status screen, see "Viewing Agent Group
Presence in Ignite" on page 346.
For information on using the Agent Group Presence Status screen to become present in, or absent
from, agent groups, see "Adjusting Agent Group Presence in Ignite" on page 347.
The Folders pane (DESKTOP)
The Folders pane contains the media folders and the queues for which the employee’s agent groups
handle contacts. For more information, see "The Media Folders view (DESKTOP)" on page 300 and
"The Queue Folder view (DESKTOP)" on page 302.
Agents can expand or collapse Ignite’s Folders pane to give more or less space to the Media Folder
and Queue Folders views. By default, the Folders pane is expanded.
To expand or contract Ignite’s Folders pane, click the arrow button beside Folders, at the top of the
Folders pane.
The Sidebar (DESKTOP)
Ignite’s Sidebar displays the following agent controls. (See Figure 36.)
l
l
l
l
l
l
l
l
l
l
Agent Group Presence
See "Viewing Agent Group Presence in Ignite" on page 346 and "Adjusting Agent Group
Presence in Ignite" on page 347.
Make Busy
See "Setting and removing Busy/Make Busy in Ignite" on page 349.
Do Not Disturb
See "Setting and removing Do Not Disturb in Ignite" on page 351.
Remove Work Timer (displays when Work Timer is active)
See "Work Timer" on page 352.
Set Account Code
See "Tagging contacts with Account Codes" on page 357.
Classify
See "Tagging calls with Classification Codes" on page 397.
Request help
See "Requesting help (DESKTOP)" on page 400.
Agent Handling Statistics by Media Type
Agents can select up to three agent handling statistics, by media type, to display in the
Sidebar. If you are enabled for multiple media types, you can toggle between media-specific
statistics using the icon directly above the statistical displays. Select the headphone icon for
voice, the envelope icon for email, the conversation icon for chat, or the phone icon for SMS
statistics. By default the Sidebar displays Shift Time, DND Time, and MKB Time. However,
using the 'Settings' button in the Sidebar, you can select any agent statistics to display.
Settings
See "Your Ignite profile (DESKTOP)" on page 318.
Sign Out or Exit
See "Logging in and out of Ignite (DESKTOP)" on page 306 and "Opening and closing Ignite
(DESKTOP)" on page 306.
294
Multimedia Contact Center Installation and Deployment Guide
l
Expand Ignite / Collapse Ignite
Clicking the 'Expand Ignite / Collapse Ignite' button toggles the view based on your configured
settings. See "Your Ignite profile (DESKTOP)" on page 318.
Figure 36: Ignite's Sidebar and controls
295
Ignite
The Action bar (DESKTOP)
Ignite’s Action bar displays multimedia contact handling options, which vary by a contact's media
type and the stage at which the contact is being handled.
For information on handing multimedia using the Action bar, see "Handling multimedia contacts in
Ignite" on page 353, "Handling emails in Ignite" on page 359, "Handling chats in Ignite" on page 375,
and "Handling SMS in Ignite" on page 384
The Status bar (DESKTOP)
NOTE: The Status bar is only visible to employees with associated multimedia agents. For example,
supervisors without an associated voice, email, chat, or SMS agent do not see the Status bar in
Ignite.
Ignite’s Status bar displays the employee’s overriding state, including
l
Time in Ringing – Displays when an employee has contacts ringing in the Inbox
l
Time in ACD – Displays when an employee has placed ACD contacts in reply mode
l
Time in ACD Hold – Displays when an employee has placed ACD contacts on hold
l
Time in Non ACD – Displays when an employee is handling non-ACD contacts
l
l
l
Time in Non ACD Hold – Displays when an employee has placed non-ACD contacts on
hold
Time in Outbound – Displays when an employee has placed an outgoing call
Time in Work Timer – Displays after the employee has handled a contact, provided none of
the employee’s agents are in an ACD, Non ACD, Outbound, Make Busy, or Do Not Disturb
state
For more information, see "Work Timer" on page 352.
NOTE: If Work Timer is the overriding state, the Status bar displays the Work Timer state that
the agent has been in longest.
l
l
l
l
Time in Do Not Disturb – Displays when the employee is in a Do Not Disturb state
For more information, see "Setting and removing Do Not Disturb in Ignite" on page 351.
Time in Make Busy – Displays when the employee is in a Make Busy state
For more information, see "Setting and removing Busy/Make Busy in Ignite" on page 349.
Time Logged in Not Present – Displays when an employee is not present to any of their
agent groups
For more information, see "Adjusting Agent Group Presence in Ignite" on page 347.
Time in Idle – Displays when an employee does not have contacts in the Inbox
An overriding state is one that ‘trumps’ another state, as represented by the list above. States higher
in the list override the states appearing lower in the list. Note that all of the employee’s agents are
considered when the system calculates overriding state.
For example, if an employee’s Chat agent is Idle, but their Email agent is ACD, the Status bar
displays ACD. In this example, ACD is the overriding state. If the employee’s Chat agent is in Work
Timer, and their Email agent is in Make Busy, the Status bar displays Work Timer until Work Timer
expires or is removed. In this example, Work Timer is the overriding state.
296
Multimedia Contact Center Installation and Deployment Guide
The oldest time for a state ‘trumps’ other times for the same state if an agent is handling multiple
contacts. For example, if an employee had two emails in ACD, the displayed value in the status bar
would be the time of the oldest email. When the oldest email is completed, the displayed value in the
status bar would switch to the other email’s Time in ACD.
Ignite’s Status bar also contains statistics on agent performance, offering agents quick access to
their current handling statistics across media types. Icons indicate the media type to which the
following statistics pertain.
l
l
l
l
l
Average Handling Time (mins) – The average time the agent has taken to handle contacts
of each media type
Workload (current + Work Timer / maximum) – Displays active conversations, and any
Work Timer states, against the maximum number of contacts an agent can be pushed per
media type, as defined by the agent’s Workload. Note that Work Timer states count against
Workload, and will affect whether agents are pushed contacts. For more information, see
"Work Timer" on page 352.
ACD (count / duration) – Displays the number of ACD contacts the agent has handled for a
media type, and the time spent handling contacts of that media type
Non ACD (count / duration) – Displays the number of non-ACD contacts the agent has
handled for a media type, and the time spent handling the contact.
Unavailable % – Displays the percentage of time the agent is unavailable during their shift,
including DND, MKB, Unknown, and Work Timer states, and when the agent is logged in but
not available to receive ACD contacts.
Agents access their handling statistics by clicking the ^ button on the right-hand side of the Status
bar. (See Figure 37.)
The color of the multimedia icons in the Status bar indicates the agent’s state.
l
Green – Indicates an Idle state
l
Red – Indicates an ACD or Do Not Disturb state
l
Yellow – Indicates either a Make Busy or Work Timer state, or that the agent is logged in but
not present to any of their agent groups.
l
Blue – Indicates the agent is in a non-ACD state
l
Gray – Indicates the agent is logged out or otherwise Unavailable
Figure 37 displays agent handling statistics in Ignite.
297
Ignite
Figure 37: Agent handling statistics as displayed in Ignite's Status bar
The My Folders view (DESKTOP)
The My Folders view is where agents perform the majority of their contact-related tasks, including
viewing media folders, queues, and handling contacts.
A red banner indicates the number of contacts ringing in the agent's Inbox. For more information, see
"Ringing states in Ignite" on page 355.
In addition to the above functions, supervisors can use My Folders to view
l
Contacts in agent Inboxes
l
Contacts sent to the queue
l
Outbound emails and agent replies to contacts (email only)
l
Contacts in the process of being sent (email only)
l
Contacts that failed to route
The My Folders view is divided into the Folder, List, and Preview panes. (See Figure 38.)
For more information, see "The Folders pane (DESKTOP)" on page 294, "The List pane
(DESKTOP)" on page 304, and "The Preview pane (DESKTOP)" on page 305.
To access the My Folders view
l
At the top of Ignite, click the My Folders tab.
298
Multimedia Contact Center Installation and Deployment Guide
Figure 38: Ignite's My Folders view
Viewing media folders (DESKTOP)
The following procedures explain how to
l
l
l
View the My Folders folder, which includes the Inbox, Drafts and Drafts subfolders, My
History and My History subfolders, and Failed folder.
View the Processed folder, which includes the In Progress (supervisors only), History and
History subfolders, and Failed folder.
View the Failed folder.
The My History and Processed folders pertain only to email, chat, and SMS contacts. For more
information on Ignite's folders, see "The Media Folders view (DESKTOP)" on page 300.
299
Ignite
For information on the specific contacts agents can view in Ignite’s media folders, see "Viewing and
organizing contacts in Ignite (DESKTOP)" on page 308.
To view the My Folders folder
l
Expand the Folders pane and expand the My Folders folder.
To view the Processed folder
l
Expand the Folders pane and expand the Processed folder.
To view the Failed folder
l
Expand the Folders pane and expand the Failed folder.
Viewing contacts in Ignite's folders (DESKTOP)
Ignite's List pane has two views: Card view and Grid view. Card view is the default view. Expanding
the Card view’s borders converts it to the Grid view.
The Card view indicates when a contact entered the Inbox and how long an agent has to handle a
contact before the Service Level timer expires. (See Figure 39.)
Agents can customize how data displays in the Card view. For more information, see "Choosing
how contact data displays in the Card view (DESKTOP)" on page 308.
Figure 39: Data displayed in the List pane's Card view: Inbox
In the Grid view, agents can see extended contact information and customize the data displayed.
For more information, see "Choosing how contact data displays in the Grid view (DESKTOP)" on
page 310.
The Media Folders view (DESKTOP)
Ignite's Media Folders view displays folders containing contacts dealt with by the queues’ agent
groups.
The Media Folders view is divided into three main folders: My Folders, Processed, and Failed. Each
is comprised of several subfolders.
NOTE: The My History and Processed folders pertain only to email, chat, and SMS contacts.
300
Multimedia Contact Center Installation and Deployment Guide
My Folders – The agent’s ‘Personal’ folder. This folder contains multimedia contacts being offered
to the Inbox, multimedia contacts the agent has handled, the agent’s email replies, and multimedia
contacts that were unable to route. My Folder is organized into the following subfolders.
l
l
l
Inbox – Contains contacts being offered to the agent and contacts on which the agent is
working. The Inbox indicates the number of ringing contacts, in red. When a customer
responds to a chat, the number of chat conversations awaiting the agent's response is
indicated, in orange. A contact selected in the Inbox becomes the active contact.
Drafts – Contains the agent's emails in progress. These contacts are organized into the
following subfolders:
l
Inbox – Contains replies in progress to inbound emails
l
New Emails – Contains outbound emails in progress
l
Forward – Contains email forwards in progress
My History – Contains email, chat, and SMS contacts that the agent has worked on. These
contacts are organized into the following subfolders:
l
l
l
l
l
Handled – Contains the email, chat, and SMS contacts to which the agent has replied
or transferred from reply mode
NOTE: For email, the Handled folder displays only the original, inbound emails.
Sent– Contains outbound emails and agent replies to email contacts
No Reply – Contains email contacts designated as needing no reply, such as out of
office messages
Junk – Contains email contacts and chat transcripts designated as Junk
Failed – Contains email, chat, and SMS contacts that were unable to route
Processed – A queue-level folder. This folder contains email, chat, and SMS contacts that agents
answering for the queue have worked on and are currently working on. Processed also includes
email contacts in the process of being sent, and email and chat contacts that were unable to route.
Processed is organized into the following subfolders.
l
l
In Progress – Available only to supervisors. This folder contains email contacts currently in
agent Inboxes. By searching agent names, supervisors can identify all contacts in an agent’s
Inbox.
NOTE: Supervisors cannot see agent replies in progress.
History – This folder contains email and chat contacts that agents have worked on. These
contacts are organized into the following subfolders.
l
l
l
l
l
301
Handled – Contains the email, chat, and SMS contacts to which the agent has replied
or transferred from reply mode
NOTE: For email, the Handled folder displays only the original, inbound emails.
Sent– Contains outbound emails and agent replies to email contacts
No Reply – Contains email contacts designated as needing no reply, such as out of
office messages
Junk – Contains email contacts and chat transcripts designated as Junk
Outbox – Contains outbound emails and agent email replies in the process of being
sent. If send attempts exceed the default limit of five, the contact’s media icon flashes
and displays in red.
Ignite
Failed – Contains email, chat, and SMS contacts that were unable to route in the queues the agent
or supervisor have permission to view.
Failed is organized into the following subfolders.
l
l
l
Failed – Contains email, chat, and SMS contacts that were unable to route
Failed to Send – Contains emails that failed to send because they exceeded the supported
email message size for the mail server
Auto Replies/Failed Delivery – Contains emails that failed because the recipient had no
more space in their inbox, the recipient had an out of office reply configured, the message was
delayed by the recipient's mail server, or there were invalid addresses in the delivery list
The contacts contained in each folder can be searched and sorted according to various criteria. For
more information, see "Searching Ignite" on page 340.
The Queue Folder view (DESKTOP)
The Queue Folder view displays the Unified Queues, Reporting Queues, and Individual Queues for
which an employee’s agent group answers contacts.
Unified Queues – A collection of queues of different media types receiving contacts for a single
service group. For example, a Unified Queue Group called ‘Technical Support’ can contain a voice, a
chat, an email, and an SMS queue receiving tech support contacts. You can view these queues in a
single folder, ‘Unified Queues’, in Ignite. You can control which queues are visible under Unified
Queues in Settings. For more information, see "Queue selection settings (DESKTOP)" on page 320.
Reporting Queues – A collection of queues, typically of a single media type, created for reporting
purposes. For example, a collection of queues called ‘Email Technical Support’ can contain all email
queues receiving tech support contacts. You can view these queues in a single folder, ‘Reporting
Queues’, in Ignite. You can control which queues are visible under Reporting Queues in Settings. For
more information, see "Queue selection settings (DESKTOP)" on page 320.
Individual Queues – Queues of a single media type, either voice, email, chat, or SMS, which are
not part of a Unified Queue. Individual Queues that are grouped into Reporting Queues also display
here. You can control which queues are visible under Reporting Queues in Settings. For more
information, see "Queue selection settings (DESKTOP)" on page 320.
Viewing Unified Queue Groups, Reporting Queues, and Individual
Queues (DESKTOP)
You must be licensed for Multimedia Contact Center to view queues. Supervisors must also be
configured as agents answering for the queue in order to see its contents.
Selecting a specific queue folder updates Ignite to display the contacts in queue. See "Viewing
contacts in Ignite's folders (DESKTOP)" on page 300 for more information. You can organize your
queues and queue groups in alphabetical or reverse-alphabetical order for ease of viewing.
Agents can choose which queues display in Ignite. For more information, see "Queue selection
settings (DESKTOP)" on page 320. Supervisors can restrict the devices that agents can view in
Ignite. For more information, see "Configuring security roles" on page 97.
302
Multimedia Contact Center Installation and Deployment Guide
Each queue indicates
l
l
l
l
The number of agents available in each queue’s answering agent groups. For Reporting
Queues and Unified Queue Group folders, the total number of agents available for the queues
is displayed.
The number of contacts in queue, or 'Conversations Waiting', for the queue and the queue
groups
The time that the longest waiting contact has been in queue
The queue or queue group’s Service Level. This Service Level is color-coded to give an
indication of how the queue is faring. 75% or greater is green, 50% to 74% is orange, and less
than 50% is red.
Figure 40 illustrates where each statistic displays.
Figure 40: Queue statistics displayed in the Queue Folder view
The following procedures explain how to
303
l
View Reporting Queues and Unified Queue Groups
l
View queues within Reporting Queues and Unified Queue Groups
l
View Individual Queues
l
Sort queues and queue groups
Ignite
To view Reporting Queues and Unified Queue Groups
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, expand either Reporting Queues or Unified Queues.
To view the queues within Reporting Queues and Unified Queue Groups
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, expand either Reporting Queues or Unified Queues.
3. Expand the queues for which you want to see members.
To view Individual Queues
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, expand Individual Queues.
To sort queues and queue groups
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, expand Reporting Queues, Unified Queues, and Individual Queues.
3. Click the Sort Ascending/Descending button. (See Figure 41.)
NOTE: An upward-facing triangle indicates alphabetical sorting (Ascending). A downwardfacing triangle indicates reverse-alphabetical sorting (Descending).
Figure 41: Ignite's Sort Ascending/Descending button
The List pane (DESKTOP)
Ignite’s List pane displays the contents of folders selected in the Folders pane. You can view the List
pane in Card view and Grid view.
Each view can display different contact details. For information on customizing the data displaying in
the List pane’s Card and Grid views, see "Choosing how contact data displays in the Card view
(DESKTOP)" on page 308 and "Choosing how contact data displays in the Grid view (DESKTOP)"
on page 310.
Viewing the List pane's Grid and Card views (DESKTOP)
The following procedures explain how to
l
Expand or collapse the List pane
l
View the List pane in Grid view
l
View the List pane in Card view
304
Multimedia Contact Center Installation and Deployment Guide
To expand or collapse the List pane, click the arrow beside the Search box at the top of the List
pane. By default, the Line pane is expanded.
To view the List pane in Grid view
l
When in Card view, expand the right-hand border of the List pane until it displays in Grid
view.
To view the List pane in Card view
l
When in Grid view, reduce the right-hand border of the List pane until it displays in Card view.
The Preview pane (DESKTOP)
Ignite’s Preview pane serves a number of functions. If administrative configurations permit, the
contents of email, chat, and SMS contacts selected in a folder or in queue are displayed in the
Preview pane before an agent handles them. Unpreviewed contacts display a blue line beside them.
Requeued emails contain any response text drafted. This text is visible to other employees who
handle the email. Agents can choose to include the drafted content when previewing requeued
emails in queue.
Requeued chat and SMS contacts contain all of the previous conversation between contact and
agent.
For voice contacts, the Preview pane displays call information such as the caller’s ANI. The Preview
pane is the location for formatting replies, applying Account Codes, and viewing historical transcripts
of communications. Functions available in the Preview pane vary by a contact’s media type.
NOTE: In this guide, ‘reply mode’ refers to the state of the Preview pane when an agent has selected
a contact in their Inbox or in queue and has clicked either ‘Reply’, ‘Reply all’, or ‘Pick & Reply’.
‘Preview mode’ refers to the state of the Preview pane when an agent has selected a contact without
clicking reply.
The Realtime Monitor view (DESKTOP)
The Realtime Monitor view displays current statistics for the following devices:
l
Queue Groups
l
Queues
l
Agent Groups
l
Agents
l
Employees
Agents can customize which devices within a group display in the Monitor. For more information,
see "Ignite's Realtime Monitor (DESKTOP)" on page 313 and "Viewing device statistics in the
Realtime Monitor (DESKTOP)" on page 314.
To access the Realtime Monitor
l
305
At the top of Ignite, click Realtime Monitor.
Ignite
ACCESSING IGNITE (DESKTOP)
The following procedures explain how to
l
Open and close Ignite
l
Log in and out of Ignite
Voice agents should consult "Logging in and out of Ignite (DESKTOP)" on page 306 for important
instructions on logging into Ignite in conjunction with Contact Center Softphone, PhoneSet Manager,
or hard set desk phones.
For information on accessing the Ignite web client, see "Launching Ignite (WEB)" on page 332.
Opening and closing Ignite (DESKTOP)
Accessing Ignite and its features requires employees to be licensed for Multimedia Contact Center
and to have specific security roles enabled. Employees experiencing difficulty accessing Ignite
should consult their supervisors or system administrators.
NOTE: Employees without Multimedia Contact Center licensing can be licensed to use Ignite but
will have access to voice contacts only.
The following procedures explain how to
l
l
Open Ignite
Close Ignite
NOTE: When Ignite closes, it logs the agent out of all associated devices.
To open Ignite
l
Ignite can be opened from Windows’ Start menu, Programs menu, Taskbar, or from a Desktop
shortcut.
NOTE:
l
l
Launching client-side desktop applications from the task bar causes them to bypass
the MiContact Center Updater Service process. To ensure successful updates from the
Enterprise Server, after an upgrade close all client-side applications for 15 minutes or
reopen them from the Start menu/Start screen.
If MiContact Center applications are configured to use Windows Authentication,
opening Ignite also logs agents into the program.
To close Ignite
l
In the Sidebar, click the Sign Out or Exit button and select Exit Application.
Logging in and out of Ignite (DESKTOP)
The following provides important information on logging in and out of Ignite in conjunction with voice
devices and with contacts in the Inbox.
We recommend that agents using Ignite log into their voice device before logging into Ignite. Once
logged into their voice device, the agent can minimize Contact Center Client to the system tray and
log into Ignite.
306
Multimedia Contact Center Installation and Deployment Guide
Agents can configure Contact Center Client to launch Ignite when logging into the phone, so the
agent only has to launch one application to handle voice and multimedia. If you choose the
‘Remember Me’ option on the Ignite Sign In screen, Ignite launches and automatically logs you in.
For more information, see "Automatically launching Ignite upon voice login (DESKTOP)" on page
307. This option is available for Contact Center Softphone and PhoneSet Manager only.
Agents may find that, after logging into their phone and into Ignite, they are placed in Make Busy
across all agent capabilities. This is a recommended administrative configuration. After logging into
Ignite the agent can remove Make Busy and become available to receive ACD voice and multimedia
contacts.
When an employee logs out of Ignite, all agents representing the employee are logged out, including
voice agents. However, voice agents on active calls are not logged out until the call is complete.
Logging out of the voice device logs multimedia agents out of Ignite and may requeue items in the
Inbox, depending on administrative configurations.
Agents logging out of Ignite with contacts in the Inbox are notified if active contacts will requeue.
Contacts that requeue are indicated in Ignite’s List pane and display a larger media icon than
contacts that do not requeue. To avoid losing work on these items, agents should finish their reply or
transfer the items to a queue before logging out.
The following procedures explain how to
l
Log into Ignite
l
Log out of Ignite
To log into Ignite
1. Start Ignite.
2. If prompted, type your Username and Password and verify the Enterprise Server IP
address.
3. If you use Secure Socket Layer, select SSL.
4. Optionally, select Remember my credentials.
5. Click Login.
To log out of Ignite and restart the program to the login screen
l
In the Sidebar, click the Sign Out or Exit button and select Sign Out.
The agent is logged out of Ignite, and Ignite restarts to the login screen.
To log out Ignite and close the application
l
In the Sidebar, click the Sign Out or Exit button and select Exit Application.
The agent is logged out of Ignite, and the application closes.
Automatically launching Ignite upon voice login (DESKTOP)
If you use both Contact Center Client and Multimedia Contact Center, you can instruct Contact
Center Client to automatically launch Ignite after you log into your phone. This enables you to launch
one application to handle both voice and multimedia. If you choose the ‘Remember Me’ option on the
Ignite Sign In screen, Ignite launches and automatically logs you in.
This option can be saved to your Contact Center Client profile. However, the option is only available
when using PhoneSet Manager and Contact Center Softphone.
307
Ignite
To automatically launch Ignite upon voice login
1. Open Contact Center Client and click the File icon.
2. Select your profile name and click OK.
NOTE: If you have not configured a profile, see “Setting up the soft phone” in the MiContact
Center User Guide.
3. In the ribbon, select Soft Phone and click the Soft Phone icon.
4. In the Soft phone configuration window, select the Automatically launch the Ignite
Client on ACD login check box.
5. Click OK.
6. On the ribbon, click Save.
NOTE: If you are running the MiCollab Client Ignite integration, when you log into MiCollab Client,
Ignite is automatically launched. You can set your profile to also automatically launch MiCollab
Client when you start and log into Ignite. See "General settings (DESKTOP)" on page 320.
VIEWING AND ORGANIZING CONTACTS IN IGNITE
(DESKTOP)
Agents can view, organize, and search for contacts using Ignite’s Folders pane and List pane.
Selecting a folder in the Folders pane displays its contents in the List pane. Agents can organize how
Folder content displays in the List pane. These options vary depending on whether the List pane is in
Card view or Grid view.
Under My Folders, agents can only view contacts that they personally have handled. For queues,
agents can only view contacts sent to the queues for which the agent answers. To view contacts
handled by other agents in the queue you must search the Processed folder.
Employees licensed as Advanced supervisors or System Administrators may search Ignite’s entire
repository. This includes Ignite's In Progress folder (DESKTOP), which enables supervisors to see
contacts currently in agent Inboxes. This search capability does not require Multimedia Contact
Center licensing. However, to view and search contacts in queue using Ignite, employees must
have a Multimedia Contact Center license and multimedia agents assigned to the queue.
Descriptive information on folders in Ignite can be found in "Getting started with Ignite (DESKTOP)"
on page 292.
The following sections explain
l
Choosing how contact data displays in the List pane’s Card view
l
Choosing how contact data displays in the List pane’s Grid view
l
Searching Ignite's folders
Choosing how contact data displays in the Card view (DESKTOP)
By default, contacts in the List pane Card View are sorted in the following order:
1. By media type – voice, email, chat, or SMS
2. By Service Level – Expired first, then in order of the least amount of time remaining to the
highest amount of time remaining
3. By time waiting in queue
308
Multimedia Contact Center Installation and Deployment Guide
This order prioritizes real-time contacts, and places contacts with the lowest Service Level time or, if
expired, the longest waiting time, at the top of the list.
Agents can choose how and what contact data displays in the List pane’s Card view.
The following procedures explain how to
l
Group contacts in a selected folder
l
Ungroup contacts in a selected folder
l
Sort contacts by a single condition and remove this condition
l
Sort contacts by multiple conditions and remove these conditions
l
Restore default sorting conditions
l
Filter contacts in a folder and remove filters
To group contacts in a selected folder
1. From the Folders pane, select a folder in which to group contacts.
2. In the List pane’s Card view, after No Group, select the drop-down list.
3. Select a grouping condition from the drop-down list. Beside each condition, Ignite indicates
the number of items currently displayed. To display more, click Show more results ….
4. Expand individual rows to see contacts matching the grouping criteria. Expand all rows by
clicking the plus icon beside the grouping conditions drop-down list.
To ungroup contacts in a selected folder
1. From the Folders pane, select a folder for which you want to remove grouping conditions.
2. In the List pane’s Card view, after No Group, select the drop-down list.
3. Select No Group.
To sort contacts by a single condition and remove this condition
1. From the Folders pane, select a folder in which to sort contacts.
2. In the List pane’s Card view, after Custom, select the drop-down list.
3. Select a sorting condition from the drop-down list.
4. Optionally, order the sorted contacts in ascending or descending order by selecting the Sort
Ascending or Sort Descending buttons.
5. To remove the sorting condition, select the drop-down from which you selected the sorting
condition and select No Sort.
To sort contacts by multiple conditions and to remove these conditions
1. From the Folders pane, select a folder in which to sort contacts.
2. In the List pane’s Card view, click Custom Sorting.
3. From the drop-down lists, select sorting conditions. Ignite prioritizes the conditions you select
by the order in which they display in this pane.
4. Optionally, for each condition, order the sorting contacts in ascending or descending order by
selecting the Sort Ascending or Sort Descending buttons.
5. Click Apply.
6. To remove custom sorting conditions, click Custom Sorting=>Clear.
7. Click Close.
309
Ignite
To restore default sorting conditions
1. From the Folders pane, select the folder to restore default sorting conditions.
2. In the List pane’s Card view, click Custom Sorting.
3. Click Defaults.
NOTE: For the Processed folder, clicking ‘Defaults' removes all sorting conditions.
4. Click Close.
To filter contacts in a folder and remove filters
1. From the Folders pane, select a folder in which to filter contacts.
2. In the List pane’s Card view, type filter keywords over the ghost text in Filter and press
Enter.
3. Remove filters by clicking the x button.
Choosing how contact data displays in the Grid view (DESKTOP)
In the Grid view, agents can choose the contact data displaying for the selected folder and can
customize the order of columns appearing in the grid. Agents can sort and filter column data to
further customize the data displaying for the selected folder.
NOTE: To complete the following procedures, expand the Card view’s right-hand borders until the
List pane displays in Grid view.
The following procedures explain how to
l
Choose the data columns that display
l
Restore data columns to the default view
l
Change data column order
l
Group column data using drag-and-drop functionality
To choose the data columns that display
1. From the Folder pane, select a folder.
2. Click the Show column chooser button.
3. Select data columns to display. Deselecting data columns removes them from display.
Table 30 lists the contact statistics you can choose to see in the Grid view.
NOTE: Column availability depends on the folder selected.
4. When finished, click Close.
To restore data columns to the default view
l
Click the Reset grid to defaults button.
310
Multimedia Contact Center Installation and Deployment Guide
Table 30: Column data in the List pane's Grid view
COLUMN HEADING
Agent Received
Agent Time
DATA DISPLAYED
The time at which the contact arrived in the agent's Inbox
How long since the contact arrived in the agent’s Inbox
The case number associated to the contact
Case ID
Not applicable to voice or chat
Digits collected from the caller, such as an account number
Collected Information
Not applicable to email and chat
Email: The contact’s ‘From’ email address
From Address
Chat: The contact’s ‘From’ email address as entered on the chat request
form
SMS: The contact's 'From' SMS number
Voice: The Caller ID, if supported by the customer
Email: The name associated to the contact’s ‘From’ email address
From Name
Chat: The name as entered on the chat request form
SMS: The contact's 'From' SMS number
The dialable number of the queue
Dialable
Not applicable to email, chat, or SMS
The last action taken by the agent on the contact
Last Agent Action
Last Agent
ID Response
The reporting number of the agent who last responded to the contact
Last Agent Response
The time since the agent last responded to the contact
Last Agent Response
Date/Time
The date and time since the agent last responded to the contact
Last Customer
Response
Last Handled Agent
Name
Media
Position
Priority
311
Not applicable to voice
The time since the customer last responded to the agent
The name of the agent who last handled the contact
The contact’s media type
The contact’s position in queue
The priority level of the queue the contact is in. 64 is the default
Ignite
Table 30: Column data in the List pane's Grid view (continued)
COLUMN HEADING
Queue
DATA DISPLAYED
The queue in which the contact is sitting
Queue Received
The time at which the contact entered the queue
Queue Reporting
The reporting number associated to the queue
Queue Time
Reporting
How long contact has been waiting in queue
The queue’s reporting number
Whether the contact’s maximum send attempts have been exceeded
Retries Exceeded
Not applicable to voice, chat, or SMS
The amount of time in which an agent has to respond to a contact before
the Service Level timer expires
SL Countdown
The timer begins counting down once a contact arrives in an agent’s
Inbox. The timer stops counting once an agent clicks ‘Reply’
The current state of the contact
State
Also indicates if a server request is pending. For example, this column
indicates if the server is processing a request to transfer the contact to a
different agent or queue
Email: The subject line of the email
Chat: The pre-chat topic as entered on the chat request form
Subject
SMS: The first 40 characters of the SMS message
Not applicable to voice
For inbound email contacts, the date/time that a contact was received
by the mail server
System Received
For inbound chat and SMS contacts, the date/time that a contact was
received by the media server
For outbound contacts, the date/time that a contact was initiated by an
agent
System Time
How long since the contact entered Multimedia Contact Center
The ticket number associated to the contact
Ticket ID
Transfers
Not applicable to voice
How many times a contact has been transferred, interflowed, or requeued
312
Multimedia Contact Center Installation and Deployment Guide
To change data column order
l
Drag and drop a column into the desired position. Animated arrows display when a column can
be dropped into position.
To group column data using the drag-and-drop functionality
NOTE: When grouping with the drag-and-drop method, animated arrows indicate when an item can
be dropped into position.
1. From the Folders pane, select a folder.
2. In the List pane’s Grid view, drag and drop a column to the Drag columns here to group
section of the Ignite UI.
3. Expand or close the data rows by clicking the arrow button beside the rows of filtered data. To
expand all rows, click the Expand group headers button.
See Figure 42.
4. To remove a row, drag the column header from the Drag columns here to group section
back to the column headers in the Grid view.
Figure 42: The Expand group headers button
IGNITE'S REALTIME MONITOR (DESKTOP)
Ignite’s Realtime Monitor displays current statistics for devices including queue groups, queues,
agent groups, agents, and employees. Ignite’s Realtime Monitor enables you to navigate efficiently
through a hierarchy of devices and see associations among them. Pinning items to the Realtime
Monitor lets you see only the items associated to the pinned item.
Color bars on each device statistic window indicate the device’s state. You can use these bars to
view device availability. To see the states indicated by each color, see "The Status bar
(DESKTOP)" on page 296.
The following procedures explain how to
l
Viewing device statistics in Realtime Monitor
l
Pinning items in the Realtime Monitor
NOTE: For a description of statistics viewable in the Monitor, see "Realtime Monitor statistics
available in Ignite (DESKTOP)" on page 316.
313
Ignite
Viewing device statistics in the Realtime Monitor (DESKTOP)
The following procedures explain how to
l
Toggle through multimedia devices
l
View real-time statistics for select items and clear selections
l
Search for device items
l
Clear searches
To toggle through multimedia devices
l
Select the Realtime Monitor tab and select either Queue Group, Queue, Agent Group,
Agent, or Employee.
To view real-time statistics for select items and clear selections
1. Select the Realtime Monitor tab and select either Queue Group, Queue, Agent Group,
Agent, or Employee.
2. Select the radio-button for the item you want to display.
NOTE: Select multiple devices by holding 'Shift'. Optionally, display all items by clicking
Select All.
3. To clear selections, deselect the associated radio buttons. Optionally, clear all selections by
clicking Deselect All.
To search for a device item
NOTE: You can only search within, not between, multimedia devices.
1. Select the Realtime Monitor tab.
2. In the Search field, type the search keywords and click the Search icon.
3. Select the radio button for the item you want to display. Select multiple items by holding Shift.
Optionally, display all items by clicking Select All.
NOTE: Icons beside media-specific devices identify an item's media type. For example, an
email icon identifies an email queue.
To clear a search
l
In the Search pane, select the x button.
Pinning items in the Realtime Monitor (DESKTOP)
You can pin items in Ignite’s Realtime Monitor. Once an item is pinned, the Monitor displays only the
other items associated to the pinned item.
For example, when the contact center is busy, the agent group answering emails for the Training
queue is offered emails from the Support queue. An agent in Training wants to transfer a supportrelated email back to the Support agent group, but needs to see who is available to take the email. In
the Realtime Monitor, the agent pins the ‘Support’ agent group. When the agent toggles the Monitor
to agent statistics, only agents in the Support group display. The Training agent can see who is
available in Support to receive the transfer.
The following procedure explains how to pin items to the Monitor and remove pins.
314
Multimedia Contact Center Installation and Deployment Guide
To pin an item to the Monitor and remove pins
1. Click Realtime Monitor and select either Queue Group, Queue, Agent Group, Agent, or
Employee.
2. Click the pin icon on a device item. Toggling devices displays only items associated to the
pinned item.
NOTE: To view statistics for additional items, select them in the device pane. To revert back
to viewing only statistics associated to the pinned item, click ‘Select Related Only’.
3. To remove a pin, click the pin icon again. Alternatively, click the X button in the device pane.
See Figure 43.
Figure 43: Device pane button to unpin an item
315
Ignite
Realtime Monitor statistics available in Ignite (DESKTOP)
See the following tables for definitions of the real-time statistics available by device.
Statistics in the Realtime Monitor dynamically update as device conditions change. Color bars on
each device statistic window indicate the device’s state. You can use these bars to view device
availability. To see the states indicated by each color, see "The Status bar (DESKTOP)" on page
296.
NOTE:
l
The specific statistics displaying in the Agent Realtime Monitor vary by media type.
l
Interflow statistics include contacts manually transferred from one queue to another.
Table 31: Queue Group Statistics
MONITOR FIELD
STATISTIC
Available Agents
The number of agents available in the queue group's answering agent groups
Offered
The number of contacts sent to the queue that were completed, interflowed,
or abandoned
Handled
The number of contacts dealt with by agents in the queue group's answering
agent groups
Interflowed
The number of contacts redirected from queues in the group to an alternate
answer point, such as another queue or, for email, an external email address
Abandoned
The number of contacts sent to queues in the group, where the customer
disconnected before reaching an agent
Not applicable to email and SMS
Requeued
The number of contacts sent back to the queues after being offered to an
agent answering for the queues
316
Multimedia Contact Center Installation and Deployment Guide
Table 32: Queue statistics
MONITOR FIELD
STATISTIC
Contacts Waiting
The number of contacts waiting in queue to be handled
Longest Waiting
The amount of time a contact has been waiting in queue the longest
Offered
The number of contacts sent to the queue that were completed, interflowed,
or abandoned
Handled
The number of contacts dealt with by agents in the queue’s answering agent
groups
Interflowed
Abandoned
The number of contacts redirected from the queue to an alternate answer
point, such as another queue or, for email, an external email address
The number of contacts received by the queue where the customer
disconnected before reaching an agent
Not applicable to email and SMS
Service Level %
The percentage of contacts handled, abandoned (voice and chat only) and
interflowed before the defined Service Level time
The percentage of contacts affecting Service Level that were abandoned
Abandoned %
Requeued
Not applicable to email and SMS
The number of contacts sent back to the queue after being offered to an
agent
Table 33: Agent Group statistics
MONITOR FIELD
ACD
Non ACD
317
STATISTIC
The number of ACD contacts handled by agents in the agent group.
The number of non-ACD contacts handled by agents in the agent group. Not
applicable to email, chat, and SMS.
MKB
The number of times agents in the agent group went into Make Busy
DND
The number of times agents in the agent group went into Do Not Disturb
Hold
The number of times agents in the agent group put contacts on hold
Ignite
Table 34: Agent statistics
MONITOR
FIELD
STATISTICS
ACD Count
The number of ACD contacts handled by the agent
Non
ACD Count
The number of non-ACD contacts handled by the agent
ACD Time
The amount of the agent’s shift spent handling ACD contacts
Average
Handled
Not applicable to email, chat, and SMS
The average amount of time taken to handle ACD contacts
The number of outbound contacts made
Outbound
Outbound
Duration
Not applicable to email, chat, or SMS
The time spent on outbound contacts
Not applicable to email, chat, or SMS
MKB Count
The number of times the agent went into Make Busy
DND Count
The number of times the agent went into Do Not Disturb
Employee statistics
The following employee statistics display in the Realtime Monitor
l
Employee name
l
Employee ID
l
l
l
l
The number of contacts handled for each media type
NOTE: These statistics reset at midnight
The employee's overriding state
The time at which the employee first logged on, or the time at which the employee logged off
NOTE: This data resets at midnight
How long the employee has been logged on, or how long the employee has been logged off
YOUR IGNITE PROFILE (DESKTOP)
Ignite enables you to customize, organize, and change display elements to satisfy both personal
preferences and work needs. The customizations and changes constitute your Ignite profile,
associated to the username used to access Ignite.
Each time you close Ignite your profile is automatically saved. When Ignite is reopened with your
username, your most recent profile settings are reloaded. If Ignite shuts down suddenly, it resumes
your last saved profile on restart.
318
Multimedia Contact Center Installation and Deployment Guide
Ignite always opens to the Inbox in the My Folders view. Ignite remembers the device monitors you
had open in the Realtime Monitor view, if the Realtime Monitor view was open when Ignite was
closed. Your profile does not reopen folders that were active when you last shut down Ignite.
Ignite remembers your changes to the following elements of Ignite:
l
Ignite window size
l
Position of Ignite on your screen
l
Pane size
l
Folder view:
l
l
l
l
Queue folder sorting
l
Selected queues to display
Grid view:
l
Displayed columns
l
Column order
l
Grouping
Card view:
l
Grouping
l
Filtering
l
Custom sorting
Realtime Monitor:
l
Device monitor last open
l
Selected devices
l
Pinned devices
You can reset your profile to Ignite’s default settings when logging into Ignite. Resetting your profile
restores all elements to their default display.
To reset your profile to the default settings
1. Log in to Ignite with your username and password.
2. As Ignite is signing you in, press and hold CTRL+ R. Hold these keys until Ignite indicates it
is restoring your profile and loading the configuration.
In addition to auto-settings, Ignite offers general and Sidebar stats configuration options via the
Settings button in the Sidebar.
319
Ignite
General settings (DESKTOP)
By clicking the Settings button in the Sidebar and then clicking the General settings tab, you can
customize Ignite display and behavior.
l
l
l
l
l
l
Launch MiCollab Client if installed but not running when signing into Ignite: This
setting is selected by default and automatically opens MiCollab Client, if not currently running,
when an agent signs into Ignite.
NOTE: You will be prompted to register and log in your voice agents in MiCollab Client before
signing into Ignite.
Always show Sidebar: This setting is checked by default. If unchecked, you will not have
access to the options listed below and you will need to use the arrow icon to show or hide the
Sidebar.
Expand Ignite when a multimedia item is accepted: This setting is checked by default.
When selected, if the main Ignite window is collapsed and an email, chat, or SMS is accepted
via the toaster, the main Ignite window automatically expands. If not selected, Ignite will not
automatically expand when an email, chat, or SMS is accepted and the agent must expand it
manually by clicking the arrow at the bottom of the Sidebar.
Expand Ignite when a voice item is accepted: This setting is not checked by default and if
the main Ignite window is collapsed and a call is accepted via the toaster, Ignite does not
automatically expand. We recommend deselecting this setting as the main Ignite window is
not essential for handling voice contacts. If selected, if the main Ignite window is collapsed
and a call is accepted via the toaster, Ignite automatically expands.
Collapse Ignite on startup: This setting is not checked by default. When you start Ignite, the
main window will not collapse. If this check box is selected, only the Ignite Sidebar displays at
startup. You can use the arrow icon at the bottom of the Sidebar to expand the main Ignite
window. If this setting is not selected, when you start Ignite the main window and the Sidebar
will display.
Collapse Ignite when inbox is emptied: This setting is not checked by default. When
selected, and your inbox empties, the main Ignite window collapses. If not selected, the main
Ignite window does not collapse when your inbox has been emptied.
Sidebar stats settings (DESKTOP)
By clicking the Settings button in the Sidebar and then clicking the Sidebar Stats settings tab, you
can select which three agent handling statistics you want to display in the Ignite Sidebar.
Queue selection settings (DESKTOP)
You can select which queues are visible by clicking the Settings button in the Sidebar and clicking
Queue Selection. You are still offered contacts for the queues to which you are assigned, even
though they may not be visible.
Ignite can display a maximum of 64 queues. If your profile is new, from an upgrade, or has been
restored from a reset, Ignite automatically loads the maximum number of queues, starting with
Unified Queues and then Individual Queues. Queues under Reporting Queues are never loaded by
default.
320
Multimedia Contact Center Installation and Deployment Guide
Agent Greeting settings (DESKTOP)
The Agent Greeting feature enables agents to record messages (as .wav files) that play
automatically to callers when the agent answers an inbound ACD call. The greeting can provide a
consistent experience for each caller and free the agent from having to repeat the same introductory
phrase for every call.
Agents can record multiple greeting messages in Ignite and assign them to different queues or use
the same recorded greeting on all queues. The agent greeting is a two-way playback, where both the
caller and the agent hear the recording.
Agents record and manage their greetings on the Agent Greeting tab on the Settings page.
NOTE:
l
l
When the agent greeting is playing, the caller is able to hear the agent speaking. To prevent
the caller from hearing the agent or other contact center background noise during the agent
greeting, mute the agent's headset for the duration of the greeting.
Administrative settings determine whether you have access to Agent greeting functionality. If
your contact center is not enabled for agent greetings, the Agent Greeting tab will not display
in Ignite.
On the Agent Greeting tab, you can:
l
Record greetings
l
Assign greetings to specific queues
l
Designate a recording as the default greeting
l
Play or re-name an existing greeting
l
Re-record or delete an existing greeting
Recording agent greetings (DESKTOP)
When you click the Record button to create a recording, the system's Record Agent Greeting
workflow is triggered. The Record Agent Greeting workflow instructs the system to call your DN and
prompts you to record and save a greeting.
NOTE: When recording messages, your voice agent is in a non-ACD state, and is not offered calls
from any incoming queues.
To record your first agent greeting
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Hover over the Add New Recording label to make the Record button visible on the righthand side.
3. Click the Record button.
4. Enter a name for the recording and click OK.
The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
5. Answer the incoming call and follow the system prompts to record and save your greeting.
The new greeting displays under the Default Recording heading.
321
Ignite
By default, the system selects the first recording as your default recording. The default recording is
played on all incoming calls, regardless of the originating queue, unless there is a specific recording
assigned to the queue. For more information, see "Assigning a recorded greeting to a queue
(DESKTOP)" on page 322.
You can record additional greetings and designate any one of your saved recordings as the default
recording, or you can choose not to use a default recording.
To record additional greetings
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the down arrow beside the Advanced Options heading to expand the section.
3. Hover over the Add New Recording label to make the Record button visible on the righthand side.
4. Click the Record button.
5. Enter a name for the recording and click OK.
The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
6. Answer the incoming call and follow the system prompts to record and save your greeting.
The new recorded message displays under the Recordings heading.
7. Repeat steps 3 to 6 to record additional greetings.
Assigning a recorded greeting to a queue (DESKTOP)
By default, the recording listed under the Default Recording heading on the Agent Greeting tab is
played on all incoming calls, regardless of the originating queue. However, you can assign different
recordings to different queues if you want to customize your greeting for certain inbound calls.
NOTE: If you do not have a designated default recording, you must assign a recording to each queue
explicitly. If there is no default recording, and a queue does not have a recording assigned to it, no
greeting is played to customers on incoming calls from that queue.
The Queues section of the Agent Greeting (under Advanced Options) lists all of the queues to which
you are assigned. The recorded greeting that plays on incoming calls from a queue is shown to the
right of the queue name.
To assign a recording to a queue
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the down arrow beside the Advanced Options heading to expand the Advanced
Options section.
3. Under the Queues heading, select the queue to which you want to assign a recording by
selecting the check box beside it.
l
l
You can search for a specific queue by typing the name in the Search box.
You can filter the list of queues to show only the queues that do not have the default
recording assigned to them by clicking the Only Show Non-Default option.
322
Multimedia Contact Center Installation and Deployment Guide
4. Click the Apply Recording button.
The Apply Recording window opens. The selected queue is displayed at the top, and a list of
available recordings displays below.
5. Hover over the recording you want to assign to the queue to make the check mark visible on
the right-hand side.
6. Click on the check mark to apply the selection.
The check mark turns green and the new recording displays beside the selected queue in the
Queues list on the main Agent Greeting tab.
7. To remove the custom greeting from the queue and revert back to using the default recording,
click the X button beside the recording you just assigned to the queue.
The Default Recording label displays beside the queue.
Managing recorded greetings (DESKTOP)
You can review, modify, and delete existing recordings in Ignite. You can:
l
Play a greeting
l
Re-record a greeting
l
Rename a greeting
l
Designate a greeting as the default greeting
l
Delete a greeting
To play a greeting
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. To select a non-default greeting, click the down arrow beside the Advanced Options heading
to expand the section.
3. Under the Recordings section, hover over the name of the recording in the list to make the
row of icons visible on the right-hand side.
4. Click the Play button (second icon from the left).
The system plays the recorded greeting on your PC.
To re-record a greeting
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the down arrow beside the Advanced Options heading to expand the section.
3. Under the Recordings section, hover over the name of the recording in the list to make the
row of icons visible on the right-hand side.
4. Click the Record button.
The Record Agent Greeting workflow is triggered and instructs the system to call your DN.
5. Answer the incoming call and follow the system prompts to record and save your greeting.
The changes are saved to your existing recording.
NOTE: You can also re-record the default greeting. Hover over the greeting listed under the Default
Greeting header and click the Record button (as noted above) to re-record the greeting.
323
Ignite
To rename a greeting
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Click on the name of the recording you want to rename (either in the Default Greeting section
or the Recordings section).
The name field becomes editable.
3. Type the new name of the recording in the name field, then click Rename.
The recording displays in the list with the new name.
To designate a greeting as the default greeting
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Hover over the name of the recording in the list to make the row of icons visible on the righthand side.
3. Click the Pin button to make the greeting the default greeting.
The newly-designated greeting displays in the Default Recording section.
4. To clear the default recording designation, hover over the name of the default recording to
make the row of icons visible, and click the Pin button.
The greeting is removed from the Default Recording section.
To delete a greeting
1. Click the Settings button in the Sidebar, then click the Agent Greeting tab.
2. Hover over the name of the recording in the list to make the row of icons visible on the righthand side.
3. Click the Trash button to delete the greeting.
The system displays a confirmation dialog.
4. Click Yes to confirm that you want to delete the greeting.
The greeting is removed from the system.
GETTING STARTED WITH IGNITE (WEB)
The following sections provide a walkthrough of Ignite’s interface. While this section contains some
procedures for viewing and orienting Ignite, agents can access in-depth information on how to use
Ignite by following the cross-references throughout.
Feedback (WEB)
The Feedback button (Figure 44), enables you to submit feedback and suggestions to Mitel. For
information about submitting feedback, see "Posting feedback and viewing our forums (WEB)" on
page 335.
Figure 44: Feedback button
324
Multimedia Contact Center Installation and Deployment Guide
Contacts (WEB)
The Contacts button allows you to search for contacts you have handled as well as fellow
employees in your contact center, and contact them by voice, email, or SMS.
For information on using Contacts, see "Sending outbound emails" on page 372, "Sending outbound
SMS contacts" on page 392, or "Making calls" on page 396.
Avatar and agent state (WEB)
The avatar displays your agent avatar, your agent’s first name, your current state, and how long you
have been in that state. See Figure 45.
Figure 45: Avatar and agent state
The color of the circle over the avatar indicates your current presence.
l
Green— Indicates an Available state
l
Red— Indicates an ACD or Do Not Disturb state
l
Yellow — Indicates a Make Busy or Work Timer state, or that the agent is logged in, but not
present to any of their agent groups
l
Blue — Indicates that the agent is in a non-ACD state
l
Gray — Indicates the agent is logged out or otherwise unavailable
If you have been enabled to adjust your agent group presence and agent state, you can click your
avatar to both view and change your agent group presence or agent state. For information on your
agent state, see "Viewing agent state and state statistics (WEB)" on page 325.
For information on changing your agent group presence and status, see "Managing agent group
presence and agent states" on page 346.
For information on changing your avatar, see "Your Ignite profile (WEB)" on page 335.
Viewing agent state and state statistics (WEB)
The agent state section of the Avatar displays the employee’s overriding state, including:
l
Incoming – Displays when an employee has contacts ringing in the Inbox
l
ACD – Displays when an employee is handling ACD contacts
l
ACD Hold – Displays when an employee has placed ACD contacts on hold
l
Non ACD – Displays when an employee is handling non-ACD contacts
l
l
Outbound – Displays when an employee has placed an outgoing call
l
Outbound Hold – Displays when an employee has placed an outgoing call on hold.
l
l
325
Non ACD Hold – Displays when an employee has placed non-ACD contacts on hold or have
themselves been placed on hold during a Non ACD call
Work Timer – Displays after an employee has handled a contact, provided none of an
employee’s agents are in an ACD, non-ACD, Outbound, Make Busy, or Do Not Disturb state
Do Not Disturb – Displays when the employee is in a Do Not Disturb state
Ignite
l
Busy – Displays when an employee is in a Make Busy state
l
Away (Not Present) – Displays when an employee is not present in any of their agent groups
l
Offline – Displays when an employee is signed in, but their agents are logged out
l
Reseize Timer – Displays when an call fails to route to an employee
l
Available – Displays when an employee does not have inbound contacts in the Inbox
An overriding state is a state that supersedes other states. States higher in the list override the
states appearing lower in the list. Note that all an employee’s agents are considered when the
system calculates the overriding state.
The oldest length for a state supersedes other times for the same state if an agent is handling
multiple contacts. For example, if an employee had two emails in ACD, the displayed value in the
status bar would be the time of the oldest email. When the oldest email is completed, the displayed
value in the status bar would switch to the other emails.
Agent states by media are available in the Inbox. For more information, see "Viewing agent handling
statistics (WEB)" on page 327.
Dashboards
The Dashboards page enables you to customize different dashboard displays of information relevant
to your agent. You can add the following widgets to a dashboard:
l
Employee State
l
Callback Requests
l
Queue Now
l
Agent State
For more information on creating dashboards, see "Configuring Ignite (WEB) dashboards" on page
337.
Inbox (WEB)
Ignite’s Inbox displays all contacts currently handled by the employee, ringing the employee, drafts,
as well as failed send and autoreply items belonging to the employee.
When there is an active contact or draft in the Inbox, a red badge appears over the Inbox icon,
indicating how many contacts and drafts there are in the Inbox.
Additionally, the Inbox displays current real time agent handling statistics. For more information, see
"Viewing agent handling statistics (WEB)" on page 327.
Viewing contacts in Inbox (WEB)
Contacts in the Inbox provide you with relevant information for handling the contact. (See Figure 46).
Figure 46: Contact in Inbox
326
Multimedia Contact Center Installation and Deployment Guide
If a contact is a draft, it will be labeled as such. When you select a contact in your Inbox, in addition
to handling options, the handling time for the contact is displayed. (See Figure 47).
Figure 47: Active contact
You can adjust the Inbox column size using the '<' and '>' buttons.
Viewing agent handling statistics (WEB)
The Inbox contains agent handling statistics for each of the media types the agent handles. Figure
48 displays agent handling statistics across media types.
Figure 48: Inbox agent handling statistics (Average Handling Time)
Each media type’s icon indicates the corresponding state of the employee’s agents. Table 35
outlines the different states.
Table 35: Agent states
STATE
VOICE CHAT EMAIL SMS
An ACD contact ringing on an
agent, waiting to be handled
Ringing
An agent handling an ACD
contact
ACD
An agent who has placed an
ACD contact on hold
ACD Hold
327
DESCRIPTION
Idle
An agent logged on and waiting
to receive a contact
Non ACD
--
--
--
An agent involved in an
incoming non-ACD contact or
agent originated voice contact
Non ACD Hold
--
--
--
An agent who has placed a nonACD voice contact on hold
Outbound
--
--
--
An agent on an outgoing voice
contact
Outbound Hold
--
--
--
An agent who has placed an
outgoing voice contact on hold
Ignite
Table 35: Agent states (continued)
STATE
VOICE CHAT EMAIL SMS
DESCRIPTION
Do Not Disturb
An agent who has activated Do
Not Disturb and is not available
to receive any ACD or nonACD voice contacts
Make Busy
An agent who is not available to
receive ACD contacts but can
receive transferred contacts
and voice contacts dialed
directly to the agent
Work Timer
An agent who is completing
post- contact work, such as
paperwork, and is unavailable
to receive contacts of that
media type
Offline
An agent unavailable to handle
contacts
Away (Not
Present)
An agent whose presence is
removed from an agent group or
media type
The Inbox offers five different types of handling statistics:
l
l
l
l
l
Average Handling Time (mins) – The average time the agent has taken to handle contacts
of each media type
Workload (current + Work Timer / maximum) -- Displays active conversations, and any
Work Timer states, against the maximum number of contacts an agent can be pushed per
media type, as defined by the agent’s Workload. Note that Work Timer states count against
Workload, and will affect whether agents are pushed contacts. For more information, see
"Work Timer" on page 352
ACD (Count / Duration) -- Displays the number of ACD contacts the agent has handled for a
media type, and the time spent handling contacts of that media type
Non-ACD (Count / Duration) -- Displays the number of non-ACD contacts the agent has
handled for a media type, and the time spent handling the contact
Unavailable % -- Displays the percentage of time the agent is unavailable during the shift,
including Do Not Disturb, Make Busy, Unknown, and Work Timer states, and when the agent
is logged in but not available to receive ACD contacts
By clicking the More button, agents can change the statistics being displayed. See Figure 49.
328
Multimedia Contact Center Installation and Deployment Guide
Figure 49: Inbox real-time statistics
History (WEB)
The History page contains a searchable archive of all contacts handled by an agent as well as
contacts sent to the queues for which the agent answers. Agents can filter these historical contacts
by type, limit the display contacts to items the agent has handled, or search for specific contacts.
For more information on filtering historical contacts, see "Filtering historical contacts (WEB)" on
page 331.
For more information on searching contacts in History, see "Searching Ignite" on page 340
For more information on reviewing contact history, see "Reviewing contact history" on page 356.
Queues (WEB)
Queues displays the queues and queue groups from which an employee’s agent handles contacts.
Queues groups the display by queues groups and queues. There are three kinds of queue groups:
l
l
l
Unified Queue Groups—A collection of queues of different media types receiving contacts
for a single service group. For example, a Unified Queue Group called ‘Technical Support’ can
contain a voice, a chat, an email, and an SMS queue receiving tech support contacts.
Reporting Queue Groups—A collection of queues, typically of a single media type, created
for reporting purposes. For example, a collection of queues called ‘Email Technical Support’
can contain all email queues receiving tech support contacts.
Virtual Queue Group—A collection of voice queues that offer calls to the same pool of agent
groups, providing resiliency. For example, a collection of queues called ‘Sales’ can contain
voice queues all routing calls to the same pool of agents handling sales calls.
Queues displays queues, both queues not associated to a queue group as well as queues belonging
to queue groups. You can search for queues and queues to display or you can set queues and queue
groups as favorites so that they always display when you go to Queues.
329
Ignite
Viewing queue groups and queues (WEB)
You must be licensed to handle a media type to view queues of that media type. Supervisors must
also be configured as agents answering for the queue in order to see its contents.
Agents can pin queues and queue groups as favorites so that your most handled queues are always
readily available. By selecting a pinned queue or queue group in the Queues page, agents can view
contacts in queue. Each queue and queue group indicates
l
l
l
The number of agents available in each queue’s answering agent groups. For reporting queue
groups and unified queue groups, the total number of agents available for their component
queues is displayed.
The number of contacts in queue, or ‘Conversations Waiting’, for the queue and the queue
groups.
The queue or queue group’s Service Level percentage.
Agents can search for pinned queues and queue groups by keyword. Ignite displays all queues and
queue groups matching the keyword. The search remains until you navigate away from the Queues
page. You can sort search results and favorites by name or queue media type. Sorting by name sorts
the queues and queue groups alphabetically. Sorting by media arranges queues in the order of Chat,
Email, SMS, and Voice and sorts queue groups in the order of Unified, Virtual, and Reporting.
The following procedures explain how to
l
Pin queues and queue groups as favorites
l
Set queues and queue groups as favorites
l
Sort queues by name
l
Sort queues by media
To pin queues or queue groups as favorites
1. Click Queues.
2. Click the Select Favorite Queues button.
3. Select the queues and queue groups you want to favorite.
4. Click Save.
To search for a queue or queue group
1. Click Queues.
2. In the Search field, enter the keyword.
To sort queues by name
1. Click Queues.
2. Click Name.
To sort queues by media
1. Click Queues.
2. Click Media.
330
Multimedia Contact Center Installation and Deployment Guide
Options (WEB)
The Options page enables you to customize your Ignite profile, set Ignite defaults, configure your
extension, and report performance issues. For more information, see "Your Ignite profile (WEB)" on
page 335 and "Reporting performance issues in Ignite (WEB)" on page 336.
VIEWING AND ORGANIZING CONTACTS IN IGNITE (WEB)
Agents can view, organize, and search for current contacts in Inbox and Queues. Agents can view
and search for historical contacts in History.
In Inbox, agents can view contacts they are handling or are currently ringing them. For Queues,
agents can view contacts sent to the queues for which the agents answer.
Employees licensed as Advanced supervisors or System Administrators may search all contacts in
the History tab of Ignite. This search capability does not require the supervisor be licensed to handle
multimedia.
For more information on Inbox, History, and Queues, see "Inbox (WEB)" on page 326, "History
(WEB)" on page 329, and "Queues (WEB)" on page 329.
Filtering historical contacts (WEB)
There are six filters for contacts in History:
l
l
l
l
All—all contacts
Handled—all contacts to which the agent has replied or transferred from reply mode.
NOTE: For email, the Handled folder displays only the original, inbound emails.
Sent—all outbound emails and SMS contacts and agent replies to email contacts
No Reply—contains email and SMS contacts designated as needing no reply, such as out of
office messages
l
Junk—contains email and SMS contacts designated as Junk.
l
Failed—contains email, chat, and SMS contacts that were unable to route.
Historical contacts can also be limited to only contacts you have handled or sent display, rather than
all contacts for the queues you handle.
The contacts contained in each filter can be searched for more specific contacts. For more
information, see "Searching Ignite" on page 340.
The following procedures explain how to
l
Filter historical contacts
l
Limit displayed contacts to only your items
To filter historical contacts
1. Click History.
2. Select the Filter.
To limit displayed contacts to only your items
1. Click History.
2. Select Only show my items.
331
Ignite
Selecting multiple email and SMS contacts in Ignite (WEB)
You can select multiple email and SMS contacts in Ignite to perform a single action on several items
at once. For example, a supervisor can select multiple emails in queue and classify them all as
‘Junk’.
You can multi-select email and SMS contacts using either the Ignite (WEB) UI or Windows’ CTRL+
or SHIFT+ functionality.
Once multi-select is invoked, handling options and the option to select all items display.
NOTE: The option to multi-select displays only on the History and Queues pages.
The following procedures explain how to:
l
Select multiple email and SMS contacts
l
Select all email and SMS contacts on the page
l
Deselect all email and SMS contacts on the page
To select multiple email and SMS contacts
1. Select either History or Queues.
2. Hover over the item avatar and select the check mark that displays. Repeat this step for any
additional items.
3. Once multiple items are selected, at the top of the items list choose an action to perform.
NOTE: On the History page you may only perform an action across items that failed to route.
To select all email and SMS contacts on the page
1. Select either History or Queues.
2. Hover over the item avatar and select the check mark that displays.
3. At the top of the items list, click the 'master' check mark.
4. Once multiple items are selected, at the top of the items list choose an action to perform.
NOTE: On the History page you may only perform an action across items that failed to route.
To deselect all email and SMS contacts on the page
1. Once multi-select is active, at the top of the items list, select the ‘master’ check mark. If all
items are selected, disregard this step.
2. Once all items are selected, at the top of the items list, select the 'master' check mark.
LAUNCHING IGNITE (WEB)
Once Ignite is launched you can sign into the application. See "Signing into and out of Ignite (WEB)"
on page 333.
NOTE:
l
l
l
The intended users of Ignite (WEB) are employees connected either locally on the LAN or to
the network via VPN.
Ignite (WEB) does not support Compatibility Mode.
Ignite (WEB) requires JavaScript be enabled on your browser. For more information, consult
your browser documentation.
332
Multimedia Contact Center Installation and Deployment Guide
Launch Ignite by typing the following URL into a supported web browser:
l
l
http://<EnterpriseServerName >/Ignite
OR
http://<EnterpriseServerIP>/Ignite
NOTE: If your system uses SSL, type ‘https’ in place of ‘http’ and insert a valid domain or
FQDN in place of an IP address.
For a list of supported web browsers, contact your supervisor or system administrator. Ignite
supports default browser configuration settings.
You can launch 2 instances of Ignite per device and can launch Ignite on multiple devices.
NOTE: l
We recommend that you do not use the Ignite web and desktop applications simultaneously.
l
Editing responses across multiple, open browsers simultaneously is not supported.
l
If you are drafting an email response and change browsers, hit 'Refresh' to pull down your
drafted content.
Signing into and out of Ignite (WEB)
NOTE: After signing into Ignite and becoming Available, you may be placed in Busy across all agent
capabilities. This is an administrative configuration. To remove Busy, see"Setting and removing
Busy/Make Busy in Ignite" on page 349.
Your default sign-in state is Offline. This means you are signed into Ignite but your ACD agents are
logged out. You cannot receive ACD contacts until your state is Available. To change states, see
"Adjusting agent states in Ignite (WEB)" on page 349.
If you are enabled for voice, you can set Ignite to log you into your phone. See ‘To sign into Ignite and
log into the phone’, below. Otherwise, we recommend you log into your phone before signing into
Ignite so that your agents may become Available.
Logging out of the phone logs multimedia agents out of Ignite and may requeue items in the Inbox,
depending on administrative configurations. To avoid losing work on these items, agents should
finish their reply or transfer the items to a queue before signing out.
The following procedures explain how to
333
l
Sign into Ignite
l
Sign into Ignite and log into the phone
l
Sign out of Ignite
Ignite
To sign into Ignite
1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignite.
OR
http://<Enterprise Server IP>/Ignite.
NOTE: If your system uses SSL, type ‘https’ in place of ‘http’ and insert a valid domain or
FQDN in place of an IP address.
2. Enter your Username and Password.
NOTE: If you use Windows Authentication, enter your DOMAIN\Username and your domain
password.
3. Click Sign in.
To sign into Ignite and log into the phone
NOTE: l
This feature is supported for hot desk and external hot desk agents only
l
You can set or change phone settings from Ignite’s Options page.
1. Launch a supported web browser and type: http://EnterpriseServerName>/Ignite.
OR
http://<Enterprise Server IP>/Ignite.
NOTE: If your system uses SSL, type ‘https’ in place of ‘http’.
2. Enter your Username and Password.
NOTE: If you use Windows Authentication, enter your DOMAIN\Username and your domain
password.
3. Click Sign in.
4. On the Log in to a phone dialog window, specify your Extension and PIN (if applicable).
5. To log into your phone once your sign-in is complete, select the Automatic login checkbox
and click Login.
NOTE:
l
l
Clicking ‘Save’ dismisses the dialog window and signs you in as Offline. However, the
phone information is saved to your profile and you are logged into your phone once your
state is Available.
Clicking ‘Cancel’ dismisses the dialog window and signs you in as Offline across all
media types.
To sign out of Ignite
l
Click your avatar and select State=>Logout.
NOTE: Voice agents on active calls are not logged out until the call is complete.
Reconnecting Ignite (WEB)
If Ignite experiences connectivity issues, a ‘Reconnecting’ message displays. If Ignite cannot
reconnect within the time allotted, a ‘Connection lost’ dialog pops with the option to Reconnect.
Once the connection is reestablished Ignite refreshes and functionality is restored.
To reconnect Ignite
l
Under Connection lost, click Reconnect.
334
Multimedia Contact Center Installation and Deployment Guide
Posting feedback and viewing our forums (WEB)
Mitel has partnered with UserVoice, a third-party service, to host customer suggestions on
https://micontactcenter.uservoice.com. When you post an idea to our feedback forum, others will be
able to subscribe to it and make comments.
Our forums enable you to send feedback directly to the people building the product. While we cannot
comment on every suggestion, feedback is analyzed and considered for future releases.
NOTE: Please do not use the forums to submit product defects. To submit product defects, please
contact your administrator or dealer.
To post feedback and view our forums
l
Click the Feedback button
OR
Access the following URL: https://micontactcenter.uservoice.com.
YOUR IGNITE PROFILE (WEB)
Ignite provides each user with a profile, associated to the username used to log into Ignite. You can
adjust several of the profile's default settings to customize your Ignite experience.
Ignite remembers your changes to the following elements:
l
Contact history
l
Favorited queues
l
Dashboard
l
Default landing page
l
Phone settings, including Extension, PIN, and automatic login to your phone
l
Automated diagnostics reporting
You cannot delete your profile, however you can reset the above to Ignite’s default settings.
The following procedures explain how to:
l
Set an avatar image
l
Clear or change your avatar image
l
Specify your language preference
l
Set Ignite's default landing page
l
Configure phone settings, including Extension, PIN, and automatic log-in to the phone
l
Enable automated diagnostics reporting from Ignite
l
Reset your profile to Ignite’s default settings
To set an avatar image
1. Click Options=>Profile.
2. Click Change Photo.
3. Under Upload, click to upload a photo or drag-and-drop a photo to the space provided.
4. Click Save.
335
Ignite
To clear or change your avatar image
1. Click Options=>Profile.
2. Click Change Photo and select Clear.
3. To change the image, follow the steps in ‘To set an avatar image,’ above.
To specify your language preference
1. Click Options=>Profile.
2. After Language, select a language from the drop-down.
3. Click Save.
To set Ignite's default landing page
1. Click Options=>Customization.
2. Under Default landing page, select a page from the drop-down.
3. Click Save.
To configure phone settings
NOTE: These settings enable login to your phone from Ignite. This feature is supported for hot desk
and external hot desk agents only.
1. Click Options=>Phone.
2. Specify your Extension and, if applicable, PIN.
3. To be logged into your phone after making yourself Available, select the Automatic login
checkbox.
4. Click Save.
The next time you sign into Ignite and set your state to Available, you will be logged into your
phone.
To enable automated diagnostics reporting from Ignite
NOTE: You can send on-demand reports in addition to automated reporting. See "Reporting
performance issues in Ignite (WEB)" on page 336.
1. Click Options=>Diagnostics.
2. Under Continuously send diagnostics information, toggle the switch to blue.
To reset your profile to Ignite's default settings
1. Click Options=>Customization.
2. Under Factory reset, click Reset Application Options.
3. When prompted, click Reset.
Reporting performance issues in Ignite (WEB)
You can report performance issues in Ignite on-demand, to be reviewed by a supervisor or system
administrator. Reports include log lines from your browser and any details you enter.
On-demand reports are sent in addition to Ignite's automated diagnostics reporting. For information
on enabling automated diagnostics reporting, see "Your Ignite profile (WEB)" on page 335.
336
Multimedia Contact Center Installation and Deployment Guide
Supervisors looking to access diagnostics reports should consult "Accessing diagnostics reports
sent from Ignite (WEB)" on page 223.
To report a performance issue in Ignite
1. Click Options=>Diagnostics.
2. In the field provided, describe the issue experienced.
3. Click Send.
CONFIGURING IGNITE (WEB) DASHBOARDS
Real-time monitoring of employees, agents, queues, and callback requests is available via the
dashboards in Ignite (WEB). You can create multiple dashboards, customize the widgets that
display in each, and give them meaningful names to indicate their purpose.
NOTE: The real-time monitors in Ignite (WEB) are known as ‘widgets’ in the dashboard user
interface.
Adding and configuring dashboards
Upon first use of Ignite (WEB), a default dashboard is created, containing the Employee State
widget only. You can rename this dashboard and include additional widgets to display.
See "Accessing real-time information with Ignite (WEB)" on page 285 for information on how to use
the real-time monitors.
To access the dashboards
1. In Ignite (WEB), click Dashboards.
2. Click the down arrow to see a list of dashboards, with the number of widgets you have added
for each one
NOTE: If this is your first use of Ignite (WEB), only the Default Dashboard will display.
3. Open a dashboard by selecting it from the list.
To create a new dashboard
1. Click Dashboards.
2. Click the Add Dashboard button.
3. Click Save.
To modify a dashboard’s title and display format
1. In a dashboard, click the Edit Dashboard button.
2. Click Options.
3. Optionally, rename the dashboard by entering text in the field under Title.
4. Optionally, reorganize the template by selecting from the choices under Structure.
5. Click Close.
6. Optionally, click Undo to revert changes or click Save to accept changes.
337
Ignite
To delete a dashboard
1. In the dashboard you want to delete, click the Delete Dashboard button.
NOTE: The dashboard you want to delete must be one that was previously saved. If not, then
you must save it first before deleting.
2. Click Confirm to delete the dashboard or click Cancel to retain the dashboard.
Adding and configuring dashboard widgets
The following widgets can be added to dashboards:
l
Employee State – displays employee presence and shift information
l
Callback Requests – displays a list of callback requests
l
Queue Now – displays queue and queue group statistics
l
Agent State – displays agents organized by time spent in the following states: ACD, Idle,
Non-ACD, Unavailable, Not Present, and Offline
To add widgets to a dashboard
1. In a dashboard, click Add Widget.
2. Select the widget you want to add to the dashboard.
3. Repeat steps 2-3 to select additional widgets if desired.
4. Click Save.
5. If you want to add more widgets after saving, select the dashboard to which you want to add
widgets and click the Edit Dashboard button.
When a dashboard is in edit mode, you can edit the content within widgets, collapse widgets,
change the widgets’ location on the dashboard, or remove widgets from the dashboard.
NOTE: You can collapse or expand the widget at any time (you do not have to be in edit mode).
The following procedure describes the editable features that are common to all widgets.
To modify a widget (common procedures)
1. In the dashboard, click the Edit Dashboard button.
2. In the widget toolbar:
l
l
l
l
Click the Edit Widget Configuration button to edit the content within the widget (see
the relevant procedures for each widget for specific details).
Click the Collapse Widget button to collapse the widget or the Expand Widget button
to expand the widget.
Select the Change Widget Location button to drag and drop the widget to a different
position on the dashboard.
Click the Remove Widget button to remove the widget from the dashboard.
3. If you edited the content within the widget, click Apply.
4. Click Save to save the changes to the dashboard or Undo to revert the change to the
dashboard.
338
Multimedia Contact Center Installation and Deployment Guide
Configuring options in the Employee State widget
When you configure options in the Employee State widget, you optionally change the name of the
monitor and add an employee to be monitored.
To configure options in the Employee State widget
1. In the dashboard, click the Edit Dashboard button.
2. In the Employee State widget, click the Edit Widget Configuration button.
3. Optionally, under Title, type a new name for the monitor.
4. Under Employees, either select from the displayed list or type the employee ID in the search
field to find the employee you want to monitor.
5. Click Apply.
6. Click Save to save the change to the dashboard or Undo to revert the change to the
dashboard.
Configuring options in the Callback Requests widget
The only option available to be configured in the Callback Requests widget is to rename the monitor.
To rename the Callback Requests widget
1. In the dashboard, click the Edit Dashboard button.
2. In the Callback Requests widget, click the Edit Widget Configuration button.
3. Under Title, type a new name for the monitor.
4. Click Apply.
5. Click Save to save the change to the dashboard or Undo to revert the change to the
dashboard.
Configuring options in the Queue Now widget
When you configure options in the Queue Now widget, you optionally change the name of the
monitor and add queues or queue groups to be monitored.
To configure options in the Queue Now widget
1. In the dashboard, click the Edit Dashboard button.
2. In the Queue Now widget, click the Edit Widget Configuration button.
3. Optionally, under Title, type a new name for the monitor.
4. Click the drop-down beside Queue and select either Queue or Queue Group.
5. Optionally, enter text into the Search field to search for queues or queue groups.
6. Select the check box beside each queue or queue group you want to monitor, or select the
check box beside ID to select all queues or queue groups.
7. Click Apply.
8. Click Save to save the change to the dashboard or Undo to revert the change to the
dashboard.
339
Ignite
Configuring options in the Agent State widget
When you configure options in the Agent State monitor, you optionally change the name of the
monitor and add agents to be monitored.
To configure options in the Agent State monitor
1. In the dashboard, click the Edit Dashboard button.
2. In the Agent State widget, click the Edit Widget Configuration button.
3. Optionally, under Title, type a new name for the monitor.
4. Optionally, type content into the Search text box to filter the agents that display in the list.
5. Select the check box beside each agent you want to monitor, or select the check box beside
each media icon to select all agents who are configured to handle that media type.
NOTE: You can optionally select multiple voice agents for each employee, if applicable, by
selecting the check boxes located under the voice (telephone) icon, beside the employee
name.
6. Click Apply.
7. Click Save to save the change to the dashboard or Undo to revert the change to the
dashboard.
SEARCHING IGNITE
You can search Ignite to view select contacts. Please note the following.
Agents may only search contacts sent to queues for which the agents answer.
DESKTOP - Employees licensed as Advanced supervisors or System Administrators may search
Ignite’s entire repository. This includes Ignite's In Progress folder (DESKTOP), which enables
supervisors to see contacts currently in agent Inboxes. This search capability does not require
Multimedia Contact Center licensing. However, to view and search contacts in queue using Ignite,
employees must have a Multimedia Contact Center license and multimedia agents assigned to the
queue.
WEB - Agents may only search contacts sent to queues for which the agents answer. Employees
licensed as Advanced supervisors or System Administrators may search all contacts in the History
tab of Ignite (WEB). This search capability does not require the supervisor be licensed to handle
multimedia.
Time stamps on contacts reflect the Ignite client time. To search contacts by date or time, use the
date or time for the Ignite client.
Contacts that are removed from the queue are removed from queue folder search results.
New contacts in queue matching search criteria will not be displayed until the search is executed
again.
DESKTOP - You cannot search for voice contacts, but you can filter voice contacts to view them
selectively. See "Choosing how contact data displays in the Card view (DESKTOP)" on page 308,
and "Choosing how contact data displays in the Grid view (DESKTOP)" on page 310 for more
information.
340
Multimedia Contact Center Installation and Deployment Guide
WEB - You cannot search for voice contacts in History, but you can search for voice contacts in
queue.
The following procedures explain how to
l
Perform keyword searches of Ignite's folders
l
Search Ignite using search filters
Performing keyword searches
DESKTOP - Performing keyword searches of Ignite's folders enables you to search for contacts.
WEB - You can perform a keyword search for either historical contacts or contacts in queue.
To perform keyword searches of Ignite's folders (DESKTOP)
1. From the Folders pane, select a folder. If necessary, expand the My Folders, Processed,
Unified Queues, Reporting Queues, or Individual Queues folder.
2. In the Search or Filter field, type keywords over the ghost text.
NOTE: To display more search results, click Show more results ….
3. To clear searches, click the x button.
To perform keyword searches for historical contacts in Ignite (WEB)
1. Click History.
2. Optionally, select a Filter.
3. Optionally, select Only show my items.
4. In the Search conversations field, type the keyword(s).
5. To clear searches, delete the keyword(s).
To perform keyword searches for contacts in queue in Ignite (WEB)
1. Click Queues and select a queue or queue group.
2. In the queue’s Search field, type the keyword(s).
3. To clear searches, delete the keyword(s).
Searching Ignite using search filters
Agents may only search contacts sent to queues for which the agents answer. Users can search
Ignite's folders by entering filters into Ignite’s Search fields. Employees licensed as Advanced
supervisors or System Administrators may search Ignite's entire repository.
DESKTOP - This includes Ignite's In Progress folder, which enables supervisors to see contacts
currently in agent Inboxes. This search capability does not require Multimedia Contact Center
licensing. However, to view and search contacts in queue using Ignite, employees must have a
Multimedia Contact Center license and multimedia agents assigned to the queue.
341
Ignite
If administrative configurations permit, selecting the search result contact previews them.
The following explains how to use filters to search Ignite. This information does not apply to voice
contacts.
NOTE:
l
l
Time stamps on contacts reflect the Ignite client time. To search contacts by date or time, use
the date or time for the Ignite client.
To display more search results, click 'Show more results…'.
Using the filters in Table 36, you can perform the following searches in Ignite.
NOTE: DESKTOP - The following search filters cannot be applied to the Inbox.
Table 36: Ignite search filters
FILTER
EXPLANATION
Finds contacts containing a specific word
No filter
E.g.: order
Finds contacts containing one word and another
AND
E.g.: sales AND order
Finds contacts containing one word and another
Space
E.g. sales order
Finds contacts containing one word and another
;
E.g. sales;order
Finds contacts containing one word but not another
NOT
E.g. order NOT closed
Finds contacts containing one word but not another
-
E.g. order -closed
Finds contacts containing either of the words specified
OR
E.g. sales OR order
Finds contacts containing the exact phrase
Quotation marks
E.g. “sales order”
Finds contacts received on specific dates
date
E.g. date:01/01/2014
Finds contacts received today
Today
E.g. date:Today
342
Multimedia Contact Center Installation and Deployment Guide
Table 36: Ignite search filters (continued)
FILTER
EXPLANATION
Finds contacts received yesterday
Yesterday
E.g. date:Yesterday
Finds contacts received this week
This week
E.g. date:This week
Finds contacts received this month
This month
E.g. date:This month
Finds contacts received this year
This year
Month name
NOTE: Ignite will
search the month by
the current year, if no
year is specified.
Abbreviated month
name
E.g. date:This year
Finds contacts received on a specific month. You can also search by
a specific date in the month.
E.g. date:August, or date:August 2013, or date:August 18, or date:
August 18 2013
Finds contacts received on a specific month, by a three letter
abbreviation
E.g. date:Aug, or date:Aug 2013, or date:Aug 18, or date:Aug 18 2013
Finds contacts received on a specific day of the week
Day name
E.g. date:Monday
Finds contacts by dates after the specified date or date keyword
> (for searches by date
or attachment size)
E.g. date:>August 18 2013, or date:>August, or date:>August 18
Find email contacts by attachments larger than the attachment size
E.g. attachments:>200KB
Finds contacts by dates after or on the specified date or date
keyword
E.g. date:>=August 18 2013, or date:>August, or date:>=August 18
>= (for searches by
date or attachment size) Finds email contacts by attachments larger than or equal to the
attachment size
E.g. attachments:>=200KB
343
Ignite
Table 36: Ignite search filters (continued)
FILTER
EXPLANATION
Finds contacts by dates before the specified date or date keyword
< (for searches by date
or attachment size)
E.g. date:<August 18 2013, or date:<August, or date:<August 18
Finds email contacts by attachments smaller than the attachment
size
E.g. attachments:<200KB
Finds contacts by dates before or on the specified date or date
keyword
E.g. date:<=August 18 2013, or date:<=August, or date<=August 18
<= (for searches by
date or attachment size) Finds email contacts by attachments smaller than or equal to the
attachment size
E.g. attachments:<=200KB
AND or space (for
searches by date)
NOT or - (for searches
by date)
OR (for searches by
date)
Finds contacts received on two or more dates
E.g date:Today AND Yesterday, or date:Today Yesterday
Finds contacts received on one date but not another
E.g. date:This month NOT Last week, or date:This month -Last week
Finds contacts received on either of the dates specified
E.g. date:Today OR August 25
Finds contacts containing text by subject
subject:
from:
E.g. subject:sales AND order
Finds contacts received from a specific sender. You can search by
the sender's first name, last name, full name, or email address.
E.g. from:Renee
to:
Finds contacts sent to a specific recipient. You can search by the
recipient’s first name, last name, full name, or email address.
E.g. to:jane@gmail.com
cc:
Finds contacts cc’d to a specific recipient. You can search by the
recipient’s first name, last name, full name, or email address.
E.g. cc:jane@email.com
bcc:
Finds contacts bcc’d to a specific recipient. You can search by the
recipient’s first name, last name, full name, or email address.
E.g. bcc:jane@gmail.com
344
Multimedia Contact Center Installation and Deployment Guide
Table 36: Ignite search filters (continued)
FILTER
EXPLANATION
Finds contacts tagged with a specific case ID
case:
E.g. case:kxPKez
Finds contacts tagged with a specific ticket number
ticket:
E.g. ticket:pAsMDc
Finds contacts of a specific media type
media:
E.g. media:email
Finds contacts last handled by a specific agent. You can search by
the agent’s first name, last name, full name, or by reporting number.
agent:
E.g. agent:Renee
or
agent:1000
Finds contacts last sent to a specific queue
queue:
E.g. queue:sales
Finds email contacts by attachment. You can search by attachment
name, size, content, or type.
E.g. attachments:docx
attachments:
or
attachments:<200KB
NOTE: If no size unit is specified, the default search unit is bytes.
You can perform the following types of searches in Ignite:
General searches – Any keywords can be typed in the search field, and the search returns contacts
containing the keywords.
For example, if an agent types ‘sales order’ in the Filter field, Ignite searches for contacts in the
selected folder containing the terms sales and order.
Targeted searches – You can limit searches to fields and folders by inserting a colon between the
field and the search term.
For example, an agent searching contacts’ Subject fields for the word ‘order’ can type ‘subject:order’.
In this example, Ignite searches the ‘Subject’ fields of contacts in the selected folder for the term
‘order’.
345
Ignite
Multiple targeted searches – You can limit searches to more than one field using semi-colons.
For example, an agent searching for an order placed by a specific customer can type
‘subject:order;from:Renee’. Ignite interprets this as (Subject contains Order) AND (From contains
Renee). In this example, the program searches the Subject fields of contacts to find orders from
Renee.
NOTE:
l
l
If at least one of the filters ends with ‘:’, you must separate all filters with “;”. For example,
'from:Renee;date:yesterday'.
If at least one of the filters ends with ‘:’, you cannot use ‘NOT’, ‘-‘, and ‘OR’ between the
filters. For example, typing ‘order:Renee OR from:Tom to retrieve orders placed by either
Renee or Tom is invalid. Typing ‘order;from:Renee OR from:Tom’ is valid and will retrieve
orders placed by either Renee or Tom.
Complex targeted searches – You can perform complex searches to further narrow results
returned.
For example, an agent searching for a completed order, placed by a specific customer, can type
‘completed;subject:sales order;from:Renee’. Ignite interprets this as: Completed AND (Subject =
(Sales AND Order)) AND (From contains Renee). In this example, Ignite searches the Subject fields
of contacts for completed sales orders placed by Renee.
Email attachment size searches - You can search emails by attachment size. Searches by bytes
(‘b’), kilobytes (‘KB’), and megabytes (‘MB’) are supported. If no size unit is specified, the default
search unit is bytes. If searching for attachments by size, specifying "attachments.size:" in your
query returns results more efficiently.
MANAGING AGENT GROUP PRESENCE AND AGENT STATES
Agent group presence refers to whether an ACD agent is present to or absent from an agent group.
Agents present to an agent group can receive contacts in the Inbox, pick contacts out of queue, and
be sent contacts from a supervisor. Agents absent from an agent group cannot handle contacts for
the queue.
Agent states refers to an agent’s availability to receive ACD contacts. Examples of agent states
include Available, Busy/Make Busy, and Do Not Disturb. An agent’s state determines Ignite
handling options available to them.
WEB - An agent in the Offline state is logged into Ignite but their ACD agents are not logged into the
system. In this state contacts cannot be handled for the queue.
Viewing Agent Group Presence in Ignite
Agents can view the agent groups of which they are members. Viewing Agent Group Presence helps
agents verify that they are able to handle contacts for the appropriate queues.
Agents can view Agent Group Presence on a group-by-group basis across media types. If
administrative configurations permit, agents may also make themselves present to and absent from
agent groups and the media types that the group handles.
346
Multimedia Contact Center Installation and Deployment Guide
To view Agent Group Presence (DESKTOP)
l
In the Sidebar, click the Agent Group Presence button.
Check marks display beside agent groups to which the agent is present. Media types that an
agent is present to handle display a blue background. Media types that an agent is not present
to handle display a white background.
To view Agent Group Presence (WEB)
l
Click your avatar and select Agent Groups.
Media types that an agent is present to handle display in blue. Media types that an agent is not
present to handle display in grey.
Adjusting Agent Group Presence in Ignite
If agents have the required permissions, they can make themselves present to, or absent from,
agent groups.
Adjusting Agent Group Presence enables agents to make themselves available or unavailable for
contacts of different media types. For example, an agent belongs to the Sales (voice and chat) and
the Training (email) agent groups. This agent makes herself available to answer only email contacts
by becoming absent from the Sales group.
Agents can also make themselves available or unavailable to answer contacts of specific media
types. For example, the agent makes herself available to answer only Sales voice contacts by
becoming absent from chat in the Sales agent group.
Agents can also make themselves available or unavailable to all agent groups of which they are
members, in one motion.
DESKTOP - When agents are not present to any of their agent groups, Ignite’s Status bar displays a
‘Time Logged in Not Present’ status. See "The Status bar (DESKTOP)" on page 296 for more
information.
WEB - When agents are not present to any of their agent groups, their state becomes Away (Not
Present). See "Viewing agent state and state statistics (WEB)" on page 325.
NOTE: Agents may be made automatically present to their agent groups upon logging into Ignite,
with multimedia contacts routing as soon as the login is complete. This is an administrative
configuration and is not controlled by the agent. However, without this administrative configuration,
agents must make themselves present to agent groups in order to be offered contacts.
The following procedures explain how to
347
l
Become present to an agent group
l
Become absent from an agent group
l
Become either present to or absent from all agent groups
l
Become available or unavailable to answer contacts of a specific media type
l
Apply default Agent Group Presence settings (DESKTOP)
Ignite
To become present to an agent group (DESKTOP)
1. In the Sidebar, click the Agent Group Presence button.
2. Select the group or groups from the Agent Group Presence screen and click Apply.
Multimedia contacts begin routing.
To become present to an agent group (WEB)
1. Click your avatar and select Agent Groups.
2. Hover over the agent group’s avatar and select Join <Agent Group name>.
3. Click Update.
To become absent from an agent group (DESKTOP)
1. In the Sidebar, click the Agent Group Presence button.
2. Deselect the group or groups from the Agent Group Presence screen and click Apply.
To become absent from an agent group (WEB)
1. Click your avatar and select Agent Groups.
2. Hover over the agent group’s avatar and select Leave <Agent Group name>.
3. Click Update.
To become either present to or absent from all agent groups (DESKTOP)
1. In the Sidebar, click the Agent Group Presence button.
2. To become present to all agent groups, click Select All.
3. Click Apply.
You become present to all agent groups and media types within the group.
4. To become absent from all agent groups, click Clear All.
5. Click Apply.
You become absent from all agent groups and media types within the group.
To become either present to or absent from all agent groups (WEB)
1. Click your avatar and select Agent Groups.
2. To become present to all agent groups, click Join All=>Update.
3. To become absent from all agent groups, click Leave All=>Update.
To become available or unavailable to answer contacts of a specific media type (DESKTOP)
1. In the Sidebar, click the Agent Group Presence button.
2. To become available to answer contacts of a specific media type, click the media icon in the
agent group so the icon displays a blue background.
3. To become unavailable to answer contacts of a specific media type, click the media icon in
the agent group so the icon displays a white background.
4. Click Apply.
348
Multimedia Contact Center Installation and Deployment Guide
To become available or unavailable to answer contacts of a specific media type (WEB)
1. Click your avatar and select Agent Groups.
2. To become available to answer contacts of a specific media type, click the media icon in the
agent group so the icon displays in blue.
3. To become unavailable to answer contacts of a specific media type, click the media icon in
the agent group so the icon displays in grey.
4. Click Update.
To apply default agent group presence settings (DESKTOP)
1. On the Agent Group Presence screen, click Defaults.
2. Click Apply.
Adjusting agent states in Ignite (WEB)
Agents can adjust their states to make themselves available or unavailable to receive ACD contacts
without logging out of the application.
Agents can set the following states in Ignite:
l
l
Available: Agents are logged into Ignite and their ACD agents are available to receive ACD
contacts.
Offline: Agents are logged into Ignite and can peruse the contact repository, but their ACD
agents are offline and cannot receive ACD contacts.
NOTE: Time in Offline does not count towards shift duration.
l
Busy: See "Setting and removing Busy/Make Busy in Ignite" on page 349.
l
Do Not Disturb: See "Setting and removing Do Not Disturb in Ignite" on page 351.
To adjust your agent state
1. Click your avatar and select State.
2. Select a state
Setting and removing Busy/Make Busy in Ignite
When agents must become temporarily unavailable for inbound multimedia contacts, they can put
themselves into Busy/Make Busy (MKB) and choose a code indicating why they are unavailable.
Setting Busy/MKB for one agent capability applies a Busy/MKB status across all of the employee’s
media capabilities. Inbound multimedia contacts are not routed to the agent; however, agents in
Busy/MKB can receive transferred contacts. While in Busy/MKB, voice agents are able to receive
non-ACD voice contacts without being removed from Busy/MKB and can pick contacts waiting in
queue.
Entering Busy/MKB while handling contacts ensures that agents are not offered more once finished.
However, existing voice, chat, and SMS contacts continue until one of the parties ends the
conversation.
349
Ignite
Agents also enter Busy/MKB when they decline a contact, fail to answer a ringing contact within the
allotted time, and place an item on hold for longer than is permitted. In each instance, the agent is
automatically put into Busy/MKB across all media capabilities, and a System Make Busy is
registered for the employee. For information on the time allotted to answer a ringing contact and the
duration for which contacts can be on hold, contact your supervisor or system administrator.
The following procedures explain how to
l
l
l
Set Busy/MKB and change Busy/MKB codes
Remove Busy/MKB
NOTE: Agents must remove Busy/MKB to become available to receive inbound multimedia
contacts and internal voice contacts.
Change to a Do Not Disturb (DND) state while in Busy/MKB
To set MKB and change MKB codes (DESKTOP)
1. In the Sidebar, click the Make Busy button.
2. Select a MKB code and click Apply.
NOTE: Agents cannot program MKB codes and can only select from the list provided.
3. To change a MKB code assigned to you, follow the above steps.
To set Busy and change Busy codes (WEB)
1. Click your avatar.
2. Click State=>Busy….
3. Choose a Busy code.
To remove MKB (DESKTOP)
l
In the Status bar, click the X button.
To remove Busy (WEB)
1. Click your avatar.
2. Click State and select a different state.
To change to a DND state while in MKB (DESKTOP)
NOTE: DND and Busy/MKB states layer. If an agent in Busy/MKB changes their state to DND, the
agent will remain in Busy/MKB once DND is removed. This prevents agents from receiving contacts
when switching states between Busy/MKB and DND.
1. In the Sidebar, click the Do Not Disturb button.
2. Select a DND code and click Apply.
3. To remove DND and revert to MKB, in the Status bar, click the X button.
To change to a DND state while in Busy (WEB)
1. Click your avatar.
2. Click State => Do Not Disturb….
3. Select a DND reason code.
4. To remove DND and revert to Busy, click your agent name and select State=>Busy ... .
350
Multimedia Contact Center Installation and Deployment Guide
Setting and removing Do Not Disturb in Ignite
When agents must become temporarily unavailable for receiving inbound multimedia contacts and
internal voice contacts, including transfers, they can put themselves into Do Not Disturb (DND) and
choose a code indicating why they are unavailable.
Agents in DND can receive external voice contacts, and existing chat and inbound/internal voice
contacts continue until one of the parties ends the conversation.
Setting DND for one agent capability applies a DND status across all of the employee’s media
capabilities.
The following procedures explain how to
l
l
l
Set DND and change DND codes
Remove DND
NOTE: Agents must remove DND to become available to receive inbound multimedia
contacts or internal voice contacts
Change to a Busy/Make Busy (MKB) state while in DND
To set DND and change DND codes (DESKTOP)
1. In the Sidebar, click the Do Not Disturb button.
2. Select a DND code and click Apply.
NOTE: Agents cannot program DND codes and can only select from the list provided.
3. To change a DND code, follow the above steps.
To set DND and change DND codes (WEB)
1. Click your avatar.
2. Click State=>Do Not Disturb ….
3. Choose a DND code.
To remove DND (DESKTOP)
l
In the Status bar, click the X button.
To remove DND (WEB)
1. Click your avatar.
2. Click State and choose a different state.
To change to a MKB state while in DND (DESKTOP)
NOTE: If an agent changes their DND state to MKB, the agent remains in DND until this state is
removed.
1. In the Sidebar, click the Make Busy button.
2. Select a Make Busy code and click Apply.
3. In the Status bar, click the X button to remove yourself from DND and enter MKB.
To change to a Busy state while in DND (WEB)
1. Click your avatar.
2. Click State and choose Busy....
3. Choose a Busy code.
351
Ignite
WORK TIMER
NOTE: l
l
When agents are in Work Timer, contacts remain in the Inbox until Work Timer is removed.
Agents in Work Timer can directly enter Busy/MKB or DND if the state is applied manually.
Changing states from Work Timer to Busy/MKB or DND without first entering a Classification
Code could register a 'Non-Compliant' against voice agents, if Classification Codes are
required for the queue.
DESKTOP - Contacts in Work Timer are marked with yellow.
WEB - Contacts in Work Timer are marked with yellow and a clock icon.
If administrative configurations permit, agents are placed in a Work Timer state after completing a
contact. During Work Timer agents can complete after-contact work, such as speaking with a
supervisor, without having this downtime affect their performance statistics.
Work Timer counts against an agent’s Workload, and can determine whether agents are pushed
contacts. If agents are in a Work Timer state for the maximum number of contacts they can handle
for a media type, they are not offered another contact of that media type until Work Timer expires or
is removed. For example, an agent permitted to handle two emails at a time is in Work Timer for
both. Until one Work Timer state expires or is removed, the agent is not offered another inbound
email. However, this agent will be pushed chat contacts, unless they are also in Work Timer for the
maximum number of chat contacts their Workload permits them to receive.
Ignite displays Workload statistics, including the number of Work Timer states the agent is in for
each media type. See "The Status bar (DESKTOP)" on page 296 for more information. See "Viewing
agent handling statistics (WEB)" on page 327. For more information on Workload, see "Handling
multimedia contacts in Ignite" on page 353.
The duration of Work Timer is configured on a queue-by-queue basis. To determine this duration,
contact your supervisor or system administrator.
When Work Timer is the overriding state, agents can remove Work Timer and put themselves back
into an overriding state across all media capabilities. Once agents have removed Work Timer, they
cannot put themselves back into this state.
The following procedures explain how to remove Work Timer.
To remove Work Timer (DESKTOP)
l
In the Sidebar, click the Remove Work Timer button.
NOTE: Alternatively, remove Work Timer via the Action bar.
To remove Work Timer (WEB)
l
Click Clear Work Timer.
Alternatively, click your avatar, select State, and choose an alternate state.
352
Multimedia Contact Center Installation and Deployment Guide
HANDLING MULTIMEDIA CONTACTS IN IGNITE
NOTE: To retain the integrity of Excel charts pasted in Ignite, first copy the Excel table to Word and
then copy/paste it in Ignite.
Multimedia Contact Center supports skills-based routing. When an agent is available, they receive
contacts based on the following criteria
1. Highest queue priority (optional)
2. Highest skill priority (optional)
3. Longest idle
Agents can handle multiple contacts at a time. However, an employee's Workload determines the
number and type of media contacts that can be pushed to an agent at any one time. For example,
agents may not be permitted to receive voice and chat contacts concurrently. Or, agents may be
permitted to receive a maximum of five emails and two chats at one time.
If you are not being pushed contacts, it may be that you have reached the maximum number of
contacts your Workload permits you to handle. For more information on viewing your Workload
status, see "The Status bar (DESKTOP)" on page 296.
Note also that agents who have reached their Workload maximum for a media type can pick items
out of queue and can receive transferred contacts of that type.
To provide context on how contacts reach queues and agents, this section explains
l
Overflowing and interflowing contacts
l
Routing models in Multimedia Contact Center
l
Receiving notifications of new contacts
l
Receiving information in screen pops
In addition, the following sections explain general contact handling procedures, including
l
Reviewing contact history
l
Tagging contacts with Account Codes
l
Sending contacts back to the queue
For information on procedures specific to handling different media types, see "Handling calls in
Ignite" on page 394, "Handling emails in Ignite" on page 359, and "Handling chats in Ignite" on page
375.
Overflowing and interflowing contacts
The following section explains the concepts of overflow and interflow for multimedia contacts.
Once a contact has reached a queue, it is offered to an agent group. Agents in the group are
responsible for accepting the contact. Contacts wait in queue until an agent from an assigned agent
group accepts them. Overflow and interflow are two routing methods designed to reduce the length
of time that contacts wait in queue
353
Ignite
Overflowing contacts
Overflow is the process of offering a contact, already offered to one agent group, to additional agent
groups after the contact has been waiting in queue past a set time. The amount of time before a
contact overflows is determined by an administrative configuration, and the system overflows the
contact without agent intervention.
Interflowing contacts
Interflow is the process of taking a contact out of one queue and routing it to a different answer point,
such as another queue or an external email address. Interflow is an administrative configuration
occurring under specified queue conditions, and occurs without agent intervention.
Routing models in Multimedia Contact Center
Push, Pick, and Mixed routing models determine how agents receive contacts in queue. Note that
administrative configurations determine the routing models that your contact center uses and that
the routing model can vary by queue. For more information, consult your supervisor or system
administrator.
NOTE: Push, Pick, and Mixed routing models determine how agents receive email and chat
contacts in queue. Delivery of voice contacts is determined by programming on the 3300 ICP. For
more information, contact your supervisor or system administrator.
Push model
In a Push model contacts in queue are sent to an available agent’s Inbox. The number of contacts
that can be pushed to an agent’s Inbox at one time depends on the agent’s Workload, as configured
in the system, and can vary by media type. For example, the system may be permitted to push five
emails at a time to an agent’s Inbox but only two chats.
Contacts are also pushed to agents on the basis of Agent Skills (as configured in the system),
Queue Priority, and Preferred Agent. A Preferred Agent is one who is engaging in an ongoing
conversation with a customer.
With the exception of transferred contacts, agents do not receive items in their Inbox if the Inbox
contains ringing contacts of the same media type.
Picking contacts out of queue is permitted in a Push model.
Pick model
In a Pick model agents pick contacts out of queue exclusively. Agents in Do Not Disturb cannot pick
contacts out of queue.
Mixed model
In a Mixed model agents pick contacts out of queue, but items sitting in queue past a set time are
pushed to agents’ Inboxes. Workload determines the number and type of media contacts that can be
pushed to an agent at any one time. For more details, see ‘Push model’, above.
With the exception of transferred contacts, agents do not receive items in their Inbox if the Inbox
contains ringing contacts of the same media type.
354
Multimedia Contact Center Installation and Deployment Guide
Receiving notifications of new contacts
Agents receive notifications of new contacts in one of two ways. A contact can ‘ring’ in the Inbox and
agents can receive toaster notifications of new contacts.
Ringing states in Ignite
When contacts reach an agent’s Inbox, the contacts are in a ringing state until the agent puts them
into reply mode or until the requeue timer expires.
Ignite indicates a ringing contact as follows:
l
l
DESKTOP - Ignite marks ringing contacts in red, and indicates in red the number of contacts
ringing in the Inbox.
WEB - Ignite marks ringing contacts with a ‘ringing’ icon, and the agent’s state indicates
‘Incoming’.
NOTE: With the exception of transferred contacts, in Push and Mixed routing models agents do not
receive items in their Inbox if the Inbox contains ringing contacts of the same media type. Once
ringing contact is put into reply mode, another contact of that media type is pushed to the Inbox in a
ringing state if the agent's Workload permits. This behavior continues until an agent's Workload is
met.
Receiving toaster notifications of new contacts
Ignite sends agents toaster notifications of contacts offered to the Inbox.
Toaster notifications indicate the contact’s media type and display information such as originating
phone number, subject, and queue name. Information displayed varies by media type.
Agents can accept or decline the contact by selecting the appropriate option on the toaster
notification. Option availability varies by the contact's media type.
NOTE: Accepting emails sends them to the agent's Inbox and opens them in reply mode, with Cc'd
recipients included in the reply.
Please note the following behavior:
DESKTOP
l
l
If agents are permitted to preview contacts, clicking anywhere within the notification opens
Ignite with the item ringing in the Inbox. Agents are then able to preview the contact.
If the agent does not act on the notification by accepting, declining, or previewing the contact,
the Ignite icon flashes in the taskbar and eventually remains a solid color until the application
is selected.
WEB
l
l
355
When Ignite is in focus, the toaster notification pops with options to Accept and, depending on
the contact's media type, Decline the contact. If Ignite is not in focus, a notification indicates
a ringing contact. Clicking a notification takes you to the relevant contact.
NOTE: Internet Explorer does not pop notifications when Ignite is not in focus.
When Ignite is minimized, clicking the notification opens Ignite with the item ringing in the
Inbox. Agents are then able to handle the contact.
Ignite
Receiving information in screen pops
When contacts are ringing in the Inbox, agents may receive screen pops on their desktops.
Screen pops differ from toaster notifications. Toaster notifications alert agents to ringing contacts
and indicate basic information such as the contact’s media type. A screen pop displays information
relevant to handling a specific contact.
For example, a screen pop may display a web page listing a customer’s recent contact history.
Agents use screen pops to provide more personalized, informed customer service. It is the agent’s
responsibility to close the screen pop once the information is no longer required.
Screen pops open on agents’ desktops when a ringing item is selected in the Inbox.
If you are receiving two screen pops and/or two toaster notifications for a single contact, consult
your supervisor or system administrator. For more information on toaster notifications, see
"Receiving toaster notifications of new contacts" on page 355.
NOTE:
l
l
l
If you receive a security warning when your screen pop displays, consult your supervisor or
system administrator about disabling the warnings.
WEB - By default, screen pops open in a new tab but obey browser configuration and may
therefore open in a new window.
WEB - If screen pops are not displaying you may need to disable pop-up blockers for this site.
Reviewing contact history
Ignite stores transcripts of email, chat, and SMS multimedia conversations and enables agents to
review these transcripts by case and customer.
For example, an agent gets a response from a customer saying 'How do I do that?'. However, the
customer has deleted all prior communication in the email chain. The agent can retrieve transcripts
of previous conversations with the customer in order to answer the question.
If a conversation’s history is not visible via the History function, we recommend searching Ignite’s
repository. For more information on searching, see "Searching Ignite" on page 340.
The following procedures explain how to
l
l
Review contact history by case
NOTE: This function is only available if the system has case and ticket numbers enabled.
This is an administrative configuration and cannot be adjusted by agents.
Review contact history by customer
To review contact history by case or customer (WEB)
NOTE: You can pare down the list of contacts displaying on the History page using filters. For
information, see "Searching Ignite using search filters" on page 341.
1. Select a contact or hover over the item’s avatar and select History.
2. Select either Case or Customer and select the contact to review.
You can display specific contacts by entering search criteria in the ‘Search conversations’
field.
3. To exit out of this view, click Back to <page>.
356
Multimedia Contact Center Installation and Deployment Guide
To review contact history by case (DESKTOP)
1. In the Folders pane, select a folder and select a contact in the folder.
2. In the Preview pane, select History and Account Codes, and select By Case.
3. To see more items, double-click Show more results....
4. Optionally, sort items in each pane in ascending or descending order by clicking the column
headers.
5. To view a transcript of the communication, double-click the contact in the pane.
To review contact history by customer (DESKTOP)
1. In the Folders pane, select a folder and select a contact in the folder.
2. In the Preview pane, select History and Account Codes, and select By Customer.
3. To see more items, double-click Show more results....
4. Optionally, sort items in each pane in ascending or descending order by clicking the column
headers.
5. To view a transcript of the communication, double-click the contact in the pane.
Tagging contacts with Account Codes
NOTE: Account Code categories are supported for Ignite (DESKTOP) only. Ignite (WEB) enables
agents to filter Account Codes rather than sorting them by categories.
Account Codes are used for reporting purposes. They are numbers identifying services,
departments, or other elements of the contact center. Agents can tag contacts with Account Codes
in Ignite to indicate in reports what the conversation was about.
For example, an agent handling chats for three catalog companies enters an Account Code of ‘01’ to
indicate that the customer is inquiring about Company A. Later in the same chat conversation the
agent enters an Account Code of ‘06’ to indicate that the customer is inquiring about Company A’s
mail-out services.
Agents can only apply Account Codes when replying to contacts. Agents can tag contacts with
multiple Account Codes but cannot configure Account Codes in Ignite.
Please note the following limitations regarding tagging voice contacts with Account Codes in Ignite
l
l
Voice contacts handled in Ignite can only be tagged with non-verified Account Codes. Verified
Account Codes are entered before an outbound voice contact and can be applied via Contact
Center Client. For more information on verified Account Codes in your contact center, contact
your system administrator.
Tagging contacts with Classification Codes is supported from Ignite for voice contacts only.
Classification codes associate the entire contact handling duration to the Account Code
selected. This includes transfer time, time calls were handled at other extensions, and Work
Timer durations if 'Include queue work timer as part of handling time' is enabled on the queue.
To learn more about applying Classification Codes to voice contacts, see "Tagging calls with
Classification Codes" on page 397.
NOTE: Account Codes on emails are terminated after employee logout. Agents logging into Ignite to
resume work on emails must re-enter their last Account Code.
357
Ignite
To tag a contact with an Account Code (DESKTOP)
1. In the Preview pane, expand History and Account Codes and select Account Codes.
2. Expand any Account Code groups, if required.
3. Beside the Account Code you are using to tag the contact, click Apply.
Account Codes applied to a contact are marked in bold.
NOTE: Alternatively, apply Account Codes via the Account Code button that displays in the
Sidebar.
To tag a contact with an Account Code (WEB)
1. Select a contact or hover over the item avatar and click Classify.
2. Select an Account Code. You can type the name or number of a Code in the Search field.
NOTE: If you enter a number in the search field, you can apply the Code by pressing ‘Enter’
when prompted.
Sending contacts back to the queue
When contacts reach an agent’s Inbox, the contacts are in a ringing state until the agent clicks the
Reply button and Ignite goes into reply mode.
Contacts can be sent back to the queue for several reasons. First, contacts requeue when declined
by an agent. Second, ringing contacts in the Inbox requeue when the ringing timer expires. Third,
contacts on hold requeue when the hold timer expires, including emails automatically placed on hold
after agents logout. Fourth, contacts in the Inbox can requeue on employee logout. However,
administrative configuration determines requeue behavior for email contacts in the Inbox.
In each instance, the contact is returned to the queue as the longest waiting. Unless logged out, the
employee is put into a Busy/Make Busy state across all agent capabilities, and a System Make
Busy is registered.
Agents logging out of Ignite with contacts in the Inbox are notified whether relevant contacts will be
requeued (DESKTOP). However, in these instances a System MKB is not registered against the
employee.
Requeued emails contain any response text drafted. This text is visible to other employees who
handle the email. Agents can choose to include the drafted content when previewing requeued
emails in queue.
Requeued chat and SMS contacts contain all of the previous conversation between contact and
agent.
If the system immediately requeues contacts on logout, to avoid losing work we recommend that
agents either complete their work or transfer the item to a queue before logging out.
NOTE:
l
l
The time allotted to answer ringing contacts, the duration for which contacts can be on hold
before requeuing, and requeue behavior for email contacts on employee logout is determined
by administrative configuration. For more information, contact your supervisor or system
administrator.
Logging in and logging out of Ignite does not reset the duration contacts can be on hold before
requeuing.
358
Multimedia Contact Center Installation and Deployment Guide
HANDLING EMAILS IN IGNITE
Handling emails in Ignite mirrors common email client behavior, offering agents and supervisors a
familiar and user-friendly environment. Ignite supports both HTML and plain text emails.
NOTE: Removing or otherwise altering case and ticket numbers in subject lines before handling
emails can interfere with preferred agent routing. Agents should contact their supervisors or system
administrators before editing case and ticket numbers in email subject lines.
The following explains how to
l
Preview emails
l
Preview drafted content for emails in queue (DESKTOP)
l
Pick emails out of queue
l
Reply to emails
l
Forward emails
l
Add attachments to emails
l
Insert images in emails
l
Preview and save attachments
l
Transfer emails to internal and external destinations
l
Decline emails
l
Mark emails as ‘No Reply’ and ‘Junk’
l
Place emails on hold and retrieve emails from hold
l
Correct spelling in email responses
l
Apply reply templates to emails
l
Apply personalized signatures to emails
l
Reroute Failed emails
l
Handle oversized emails
l
Handle bounced emails
l
Send outbound emails
NOTE: DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s
View.
Previewing emails
If administrative configurations permit, agents can preview contacts before picking them out of
queue or handling them.
The following explains how to
l
Preview emails in queue
l
Preview emails in the Inbox
To preview an email in queue (DESKTOP)
1. In the Folders pane, select a queue.
2. In the List pane, select an email.
359
Ignite
To preview an email in queue (WEB)
1. Click Queues and select a queue.
2. Select an email to preview.
To preview an email in the Inbox (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select an email.
To preview an email in the Inbox (WEB)
l
Click Inbox and select an email to preview.
Previewing drafted content for emails in queue (DESKTOP)
If administrative configurations permit previewing emails in the Preview Pane before picking emails
out of queue, agents can also choose to preview content drafted by other agents in requeued emails.
Normally agents only see the original content of the email contact when viewing emails in the List
pane or the Preview pane. Requeued emails, however, may contain content drafted by employees
for use by other agents in the contact center. Agents can choose to filter the List pane’s contents for
a queue to only show the emails in queue that have drafted content from other agents and include the
drafted contents in the List pane and in the Preview pane. If agents navigate away from the queue to
another queue, the filter is removed.
NOTE: Previewing drafted content for emails in queue in Ignite requires agent previews to be
enabled on the media server. See "Configuring Advanced options for media servers" on page 52 for
more information.
The following procedures explain how to
l
Preview drafted content for emails in queue
l
Revert to viewing all emails in queue
To preview drafted content for emails in queue
1. In the Folders pane, right-click the email queue for which you want to preview drafted content.
2. Select Drafts.
The List pane displays the requeued emails in queue that have drafted content. The Folder
pane displays the queue name in orange and italics.
To revert to viewing all emails in queue
1. In the Folders pane, right-click the email queue.
2. Select the queue name.
The List pane displays all emails in queue. Drafted content is not displayed.
360
Multimedia Contact Center Installation and Deployment Guide
Picking emails out of queue
Pick behavior occurs in the following ways: First, agents can pick contacts out of queue and send
them to the Inbox. Once ringing in the Inbox, the contact can be handled. Second, agents can
choose to pick and reply to a contact in one motion. Choosing to pick and reply sends the contact to
the agent's Inbox and immediately opens the contact in reply mode. Cc'd recipients are included in
the reply.
Emails picked out of queue ring in the agent’s Inbox until the contact is put into reply mode. For more
information on ringing behavior, see "Ringing states in Ignite" on page 355.
NOTE:
l
l
Agents cannot pick or pick and reply to contacts from the queue if they are in Do Not Disturb.
Agents may only pick or pick and reply to contacts from the queue if they have the appropriate
permissions.
The following procedures explain how to
l
Pick an email out of queue and handle the email
l
Pick and automatically reply to an email
To pick an email out of queue and handle the email (DESKTOP)
1. From the Folders pane, select the queue from which the email will be picked.
2. From the List pane, select an email from the queue and, from the Action bar, click the Pick
button.
The email is transferred to your Inbox.
3. To handle the email, select Inbox and, in the List pane, select the email.
NOTE: Additional handling options display in the Action bar. For information on handling the
email, see the appropriate procedures in this section.
To pick an email out of queue and handle the email (WEB)
1. Click Queues and select the appropriate queue.
2. Select a contact or hover over the item avatar and click Pick=>Pick.
The email is transferred to your Inbox.
3. To handle the email, click Inbox and select the email or hover over the item avatar.
4. Select either Reply or Reply all.
361
Ignite
To pick and automatically reply to an email (DESKTOP)
NOTE: This action functions as 'reply all' if there are recipients Cc’d on the original email.
1. In the Folders pane, select the queue from which an email will be picked.
2. In the List pane, select an email from the queue and, from the Action bar, click the Pick &
Reply button.
The email is transferred to your Inbox and opens in reply mode, with all recipients copied.
NOTE:
l
l
Additional handling options display in the Action bar. For information on handling the
email, see the appropriate procedures in this section.
If the email to which you are replying has an existing draft, the To:, CC:, and BCC:
fields are cleared and refilled with the default addresses based on the reply type
selected.
To pick and automatically reply to an email (WEB)
1. Click Queues and select the appropriate queue.
2. Select a contact or hover over the item avatar and click Pick=>Pick and Reply.
The contact is transferred to your Inbox and opens in reply mode with all recipients copied.
Replying to emails
Once an email is in the Inbox, agents can write and send a response. Agents can reply to the email’s
sender only, reply to all email recipients, insert additional addresses in their email’s To: field, and, if
enabled for the email queue, select a From address from one of the email queues they handle.
Agents can also copy and blind-copy other email addresses on replies.
DESKTOP - Emails to which an agent has replied display under ‘Handled’, in the Folders pane.
Formatted URLs entered by agents in email responses will become links when the agent sends the
email reply.
Note that, by default, the maximum file size for emails, including attachments, signatures, and
images, is 25 MB.
To reply to an email (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select an email and, in the Action bar, click Reply or Reply All.
NOTE: If the email to which you are replying has an existing draft, the To:, CC:, and BCC:
fields are cleared and refilled with the default addresses based on the reply type selected.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. If enabled for this queue, you can select a different From address by clicking From and
selecting the email address.
By default, From is set to the email address of the last queue the email was handled from.
5. Type the email’s contents and, in the Action bar, click Send. An icon displays over the
Preview pane, indicating the email is being sent.
NOTE: Additional handling options display in the Action bar. For more information, see the
appropriate procedures in this section.
362
Multimedia Contact Center Installation and Deployment Guide
To reply to an email (WEB)
1. Click Inbox and select an email or hover over the item avatar.
2. Click Reply and select either Reply or Reply All.
NOTE: If the email to which you are replying has an existing draft, the To:, CC:, and BCC:
fields are cleared and refilled with the default addresses based on the reply type selected.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. If enabled for this queue, you can select a different From address by clicking From and
selecting the email address.
By default, From is set to the email address of the last queue the email was handled from.
5. Type the email's contents and click Send.
Forwarding emails
You can forward emails to multiple parties with additional recipients copied and blind-copied on
forwarded mails.
DESKTOP - You can forward emails from the My History folder and its subfolders, the History folder
and its subfolders, and the Failed folders. Forwards in progress are housed in the agent's personal
Drafts folder, in the Forward subfolder. When forwarding an email that failed to route, the options to
reroute or junk the email will not be available.
WEB - You can forward emails from the History page. Forwards in progress are housed as drafts in
the Inbox.
Agents cannot forward emails from reply mode. Instead, agents can transfer emails to internal and
external destinations. For more information, see "Transferring emails to internal and external
destinations" on page 365 and "Replying to emails" on page 362.
The following procedures explain how to
l
Forward an email
l
Discard forwards in progress
To forward an email (DESKTOP)
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, select either the History, My History, the Failed folder, or their
subfolders.
3. In the List pane, select the email and, in the Action bar, click Forward.
4. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
5. Click Send.
To forward an email (WEB)
1. Click History and, optionally, select a Filter:.
2. Select an email or hover over the item avatar and click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send.
363
Ignite
To discard a forward in progress (DESKTOP)
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select Forward.
4. In the List pane, select the email and, in the Action bar, click Discard Draft.
To discard a forward in progress (WEB)
l
Click Inbox and either select the forward in progress or hover over the item avatar and click
Discard.
Adding attachments to emails
When replying to or forwarding an email, agents can add attachments. Agents can either drag and
drop attachments into emails or add attachments by following the steps below. Note that files
attached by drag-and-drop are not embedded in the body of the email. To embed an image in the
body of an email, see "Inserting images in emails" on page 364.
Note that, by default, the maximum file size for emails, including attachments, signatures, and
images, is 25 MB.
To add an attachment to an email (DESKTOP and WEB)
1. When replying to an email, click the Add attachment icon. This icon displays as a paperclip.
2. Navigate to the file and click Open. You can select multiple files.
3. To remove an attachment, click the X button beside the attachment.
Inserting images in emails
You can insert images in emails using Ignite’s Insert Image button, or can drag-and-drop or
copy/paste images into email responses.
Inserting an image into an email embeds the image in the body of the email at the cursor point.
Dragging and dropping an image adds the image as an attachment. Copying and pasting an image
into an email embeds the image in the body of the email.
50 inserted images will be visible in Ignite email responses. After 50 the images will show as an X in
Ignite, but will display to the recipient in full.
Note that, by default, the maximum file size for emails, including attachments, signatures, and
images, is 25 MB.
To insert images in emails (DESKTOP and WEB)
1. When replying to an email, click the Insert picture icon.
2. Navigate to the image and click Open. You can select multiple files.
3. To remove an image from an email, select the image and press the Delete key.
364
Multimedia Contact Center Installation and Deployment Guide
Previewing, saving, and removing attachments
NOTE: Previewing and saving attachments are currently available in Ignite desktop only. The Ignite
web client allows for downloading attachments only.
Agents can preview the following attachments on incoming emails: PDF, Word, Excel, and
Windows Media files (.wma). Note that these applications are not included with Ignite and must be
installed on the agent’s desktop for previewing to function. Agents can also save attachments to
their hard drives, and remove attachments from received emails.
The following procedures explain how to
l
Preview PDF, Word, Excel, and Windows Media files attachments
l
Save attachments
l
Remove attachments
To preview an attachment (DESKTOP)
l
In the Preview pane, click the attachment and select Open.
NOTE: If the list of attachments exceeds two lines, use the scroll bar to navigate
attachments.
To save an attachment (DESKTOP)
1. In the Preview pane, click the attachment and select Save. If the list of attachments exceeds
two lines, use the scroll bar to navigate attachments.
2. Browse to a save location and click Save.
NOTE: Save dialog options may vary depending on your operating system. If more
information is required, please consult Microsoft Windows documentation.
To remove attachments (DESKTOP and WEB)
1. To remove an attachment, click the X button beside the attachment.
2. To remove all attachments, to the right of the attachments, click the Remove All
Attachments button.
Transferring emails to internal and external destinations
Agents can transfer emails to both internal and external destinations. For example, agents in the
Support queue receiving requests for account renewals can transfer these contacts to the Sales
queue. Transfers include any email attachments.
Agents transfer emails internally to other agents and to queues. To receive transfers, devices must
be enabled to handle the contact’s media type.
Agents who are logged out, in DND, Offline (WEB), or whose presence is Unknown cannot receive
transferred emails. Agents who are either in Busy/Make Busy or at their email Workload limit can
receive transferred emails.
When agents transfer emails from their Inbox, the email retains any text entered. This enables
agents receiving transferred mails to see and build on responses other agents have drafted.
365
Ignite
Agents can also transfer emails to an external email address.
NOTE: l
l
You may only transfer contacts if you have the appropriate permissions.
If you are transferring an email with drafted content, the To:, CC:, and BCC: fields will be
cleared and replaced by the default addresses when another agent chooses to Reply or Reply
All to the email.
The following explains how to
l
Transfer emails to an agent or queue
l
Transfer emails to an external address
To transfer an email to an agent or queue (DESKTOP)
1. In the Folders pane, click Inbox.
NOTE: To transfer directly from the queue, select the email from the queue and, in the Action
bar, click ‘Transfer’. Follow steps 4 onward.
2. In the List pane, select an email and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select the Internal Transfer radio button and select an agent or queue. Expand the device list
if necessary. You can search for an internal transfer destination by typing the name of an
agent or queue in the ‘Search’ field.
5. Click Transfer.
To transfer an email to an agent or queue (WEB)
1. To transfer from the Inbox, click Inbox and select an email or hover over the item avatar.
NOTE: To transfer directly from the queue, click ‘Queues’, select the email and click
‘Transfer’. Follow steps 4 onward.
2. Click Reply and select either Reply or Reply All.
3. Click Transfer.
4. To transfer to an agent, in the Transfer window click People, type the name, ID, or email
address of an agent and proceed to step 6.
5. To transfer to a queue, in the Transfer window click Queues and select a queue from the list.
To search queues, type the name of the queue in the ‘Search’ field.
6. To transfer the email, select the name of the appropriate agent or queue.
To transfer an email to an external address (DESKTOP)
1. In the Folders pane, click Inbox.
NOTE: To transfer directly from the queue, select the email from the queue and, in the Action
bar, click ‘Transfer’. Follow steps 4 onward.
2. In the List pane, select an email and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select the External Transfer radio button and, in the Transfer To: field, type an email
address. Separate multiple addresses with semi-colons.
NOTE: Invalid entries return an error message. Re-type a valid entry and click ‘Transfer’.
5. Click Transfer.
366
Multimedia Contact Center Installation and Deployment Guide
To transfer an email to an external address (WEB)
1. Click Inbox and select an email.
NOTE: To transfer directly from the queue, select the email from the queue and click
‘Transfer’. Follow steps 4 onward.
2. Click Reply and select either Reply or Reply All
3. Click Transfer.
4. In the Transfer window, click People and type an email address. Separate multiple
addresses with semi-colons.
5. To transfer the email, select the appropriate email address(es).
Declining emails
Agents can decline offered emails, sending contacts back to the queue as the longest waiting.
NOTE: When an agent declines a contact, they are automatically put into Busy/Make Busy across
all media capabilities. A System Make Busy and a requeue count is registered for the employee. For
more information, see "Setting and removing Busy/Make Busy in Ignite" on page 349.
To decline an email (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select an email and, in the Action bar, click Decline.
To decline an email (WEB)
l
Click Inbox and select an email or hover over the item avatar and click Decline.
Marking emails as No Reply and Junk
Occasionally emails requiring no reply, like an out of office message, and junk mail, like spam, reach
queues and agents’ Inboxes. Agents can mark these emails either as requiring no reply or as junk.
Agents can also junk emails directly from 'Failed' rather than attempting to reroute them.
Marking contacts as No Reply and Junk removes the contacts from Ignite. If the item is in queue or
the Inbox, responses in progress are deleted.
NOTE:
l
l
Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
Agents may only Junk contacts if they have the appropriate permissions.
To mark an email as No Reply or Junk (DESKTOP)
1. In the Folders pane, either click Inbox, select the queue in which the email is waiting, or
select a Failed folder.
2. In the List pane, select an email and, in the Action bar, click either No Reply or Junk.
To mark an email as No Reply or Junk from the Inbox (WEB)
l
367
Click Inbox and select an email or hover over the item avatar and click either No Reply or
Junk.
Ignite
To mark an email as No Reply or Junk from the queue (WEB)
1. Click Queues and select an email queue.
2. Select an email or hover over the item avatar and click either No Reply or Junk.
Placing emails on hold and retrieving emails from hold
Agents may have to stop working on one email in order to work on other items. In these cases,
agents can put the active email on hold. Contacts on hold are marked with a 'pause' icon.
Note that administrative configurations may limit how long contacts may be on hold before being
requeued and a System Make Busy is registered for the employee. For information on this limit,
contact your supervisor or system administrator.
The following procedures explain how to
l
Place an email on hold
l
Retrieve an email from hold
To place an email on hold (DESKTOP)
l
When replying to an email, click the Hold button.
To place an email on hold (WEB)
l
Click Inbox and select an email, or hover over the item avatar, and click Hold.
To retrieve an email from hold (DESKTOP)
1. In the Folders pane, click Inbox and, in the List pane, select the email on hold.
2. In the Action bar, click Remove Hold.
To retrieve an email from hold (WEB)
l
Click Inbox and select an email on hold or hover over the item avatar and click Remove
Hold.
Correcting spelling in email responses
Ignite provides automatic spell checking of email responses. Incorrectly spelled words are
underlined in red and can be corrected via a right-click menu.
Ignite’s spell check button is located in the formatting toolbar, along with additional formatting
options. Ignite’s spell checking function assists agents in sending polished responses to customers.
NOTE:
l
Russian and Mandarin Chinese are not supported.
l
Grammar checking is not supported.
The following explains how to
l
Correct spelling in email responses
l
Ignore flagged words
l
Undo spell checking changes
l
Change the dictionary’s language
368
Multimedia Contact Center Installation and Deployment Guide
l
Add words to your personal dictionary
l
Clear additions to your personal dictionary
l
Toggle spell checking on or off
To correct spelling in an email response
l
Right-click an underlined word and select the correct spelling from the list provided.
To ignore flagged words
l
Right-click an underlined word and select Ignore.
To undo spell checking changes
NOTE: This function reverts words to their original spelling. It does not clear additions made to the
dictionary.
l
In the Ignite formatting toolbar, click the Undo button.
To change the dictionary’s language
l
In the Ignite formatting toolbar, from the dictionary language drop-down list, select a language.
See Figure 50.
NOTE: Ignite remembers this selection for future replies.
To add words to your personal dictionary
l
Right-click an underlined word and select Add to personal dictionary.
To clear additions to your personal dictionary
NOTE: This option clears all additions to your personal dictionary.
1. In the Ignite formatting toolbar, click the Delete Personal Dictionary button. (See Figure 50.)
2. Either refresh the page or log out of Ignite and log back in for the changes to take effect.
To toggle spell checking on or off
l
Click the Spellcheck As You Type button. (See Figure 50.)
NOTE: Ignite remembers this selection for future replies.
Figure 50: Spell check options
369
Ignite
Applying reply templates to emails
Agents can apply reply templates to emails, providing standardized responses to common questions
and requests. Once applied, responses can be edited as required.
The following procedures explain how to
l
Apply reply templates to emails using predictive text
l
Apply reply templates by browsing and selecting
To apply reply templates to emails using predictive text
1. When an email is in reply mode, place the cursor in the body of the email response.
2. On the formatting toolbar, click the Reply Template button.
3. In the Reply Template window, begin typing text that the template contains. Templates
matching the text will display.
4. Select template text from the list provided.
5. To insert the text, in the Reply Template window, click the check mark icon. The text is
inserted in the email, at the cursor point.
6. Optionally, delete the text from the window and repeat the above steps.
To apply reply templates by browsing and selecting
1. When an email is in reply mode, place the cursor in the body of the email response.
2. On the formatting toolbar, click the Reply Template button.
3. In the Reply Template window, click the Browse Reply Templates button.
See Figure 51.
4. From the Browse Reply Templates window, select the template from the options listed.
5. To insert the text, in the Reply Template window, click the check mark icon. The text is
inserted in the email, at the cursor point.
6. Optionally, delete the text from the window and repeat the above steps.
Figure 51: Browse Reply Templates button
370
Multimedia Contact Center Installation and Deployment Guide
Applying personalized signatures to emails
If allowed, agents can apply personalized signatures to emails. Personalized signatures can be
created as templates, which can then be applied to email responses. For more information, see
"Applying reply templates to emails" on page 370. Once applied, signatures can be edited as
required. Agents can also cut-and-paste signatures into emails.
NOTE: Creating templates is an administrative configuration. For information on whether
personalized signatures are allowed, contact your supervisor or system administrator.
Rerouting failed emails
If emails fail to route, they are stored in Ignite’s Failed folder (DESKTOP) or in the History page
under Failed (WEB). Ignite’s Reroute button removes emails from these locations and attempts to
transfer them back to the queue.
Agents may also mark these emails as Junk or forward the email. Forwarding emails from Failed
does not remove the original copy from these locations. Forwards in progress are housed in the
agent's personal Drafts folder (DESKTOP), in the Forward subfolder (DESKTOP) or in the Inbox
(WEB). If you reroute an email that has existing forward drafts, the drafts will be deleted.
For information on handling bounced and oversized emails, see "Handling bounced emails" on page
372 and "Handling oversized emails" on page 372.
We recommend that agents and supervisors check Ignite frequently in order to reroute emails that
failed to route.
NOTE:
l
l
l
l
DESKTOP - Under Processed, supervisors may see all emails that failed to route. Agents
may only see emails sent to the queues for which they answer.
WEB - In History=>Failed, supervisors will see all emails that failed to route. Agents may only
see emails sent to the queues for which they answer.
While rerouting emails removes them from Failed immediately, there may be a delay before
the emails are transferred back to the queue.
Agents may only Junk contacts if they have the appropriate permissions.
To reroute emails in the Failed folder (DESKTOP)
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, select a Failed folder.
3. In the List pane, select an email and, in the Action bar, click Reroute. Alternatively, click
Junk to mark the email as Junk and remove it from the Failed folder or click Forward to send
the email to a recipient.
To reroute emails from Failed (WEB)
1. Click History=>Failed.
2. Select an email or hover over the item avatar and click either Reroute, Junk, or Forward.
If you select 'Forward,' the contact is delivered to the Inbox where you can specify recipients.
371
Ignite
Handling oversized emails
Depending on administrative settings, an error message displays if you attempt to send an email that
exceeds the maximum message size. You can then edit the email to reduce its size and attempt to
resend the email.
If administrative settings do not match the limits of your organization’s mail server, you may not
receive the error message. Subsequently, Ignite displays the following behavior:
DESKTOP - The email fails to send and displays in the Failed to Send subfolder (contained in the
Failed folder), where it can be selected, edited to reduce its size, and re-sent. Failed to Send emails
also display in the supervisor’s Failed to Send folder, where they can optionally edit and resend them
if the associated agent is inactive.
When there are items in the Failed to Send subfolder, the font color of this folder name, and of the
parent Failed folder, display in red, followed by a number indicating how many active items currently
reside in the folder.
WEB - The email fails to send and displays in the Inbox where it can be selected, edited to reduce its
size, and re-sent. Items that fail to send are marked in red, with 'Send Failure' text. Supervisors can
also view these items in History.
Handling bounced emails
Depending on administrative settings, you may be required to handle bounced emails. These are
sent emails that failed to route due to out of office auto-responses, lack of space in the receiver’s
inbox, delays caused by the mail server, and invalid addresses.
If your system is configured to support bounced email detection, and you have one or more bounced
emails pending, Ignite displays the following behavior:
DESKTOP - The number of bounced items displays beside your Auto Replies/Failed Delivery
subfolder (contained in the Failed folder). The font color of this folder name, and of the parent Failed
folder, displays in red. You can select an item and either Junk or forward it.
WEB - Bounced items display in the Inbox and are marked in red, with 'Auto-Reply' text. You can
select an item and either Junk or forward it. Supervisors can also view these items in History.
Sending outbound emails
NOTE:
l
l
Real-time and reporting statistics are not available for outbound email activity at this time. We
recommend instead that agents put themselves into Busy/Make Busy, with an ‘Outbound
email’ Reason Code applied, when drafting outbound emails. Make Busy reports and real-time
queue statistics will then display time spent drafting outbound emails.
If contact centers use preferred agent routing, we recommend that agents do not adjust case
and ticket numbers in email subject lines. Removing or otherwise altering case and ticket
numbers in subject lines can interfere with preferred agent routing.
372
Multimedia Contact Center Installation and Deployment Guide
DESKTOP - Outbound emails in progress are housed in the agent's personal Drafts folder, in the
New Emails subfolder. This functionality is available to employees with email agents answering for
queues. Agents can only send outbound emails from the email queues for which they answer.
WEB - Outbound emails in progress are housed in the Inbox, marked as 'Draft'.
By default, the maximum file size for emails, including attachments, signatures, and images, is 25
MB.
Queue signatures are automatically inserted in outbound emails, if signatures are configured for the
queue. Queue signatures are inserted each time a queue is selected as the ‘From’ address.
If you are permitted to use personalized signatures in outbound emails, see "Applying personalized
signatures to emails" on page 371.
Agents can perform common email functions when sending outbound emails, including inserting
images, attachments, and applying reply templates to email drafts. See the appropriate topics in this
guide for applicable procedures.
Outbound email functionality supports preferred agent routing, to enable ongoing conversations
between agents and email recipients.
The following procedures explain how to
l
Send outbound emails
l
Discard outbound emails in progress
l
Search for outbound emails
To send an outbound email (DESKTOP)
NOTE: Account codes are not supported for outbound emails.
1. In the My Folders view, expand the Folders pane.
2. In the Action bar, click New Email.
3. In the Preview pane, click From… and select an email queue.
NOTE: Queue signatures are inserted each time a queue is selected as the ‘From’ address.
4. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
5. Type the email’s contents and, in the Action bar, click Send. An icon displays over the
Preview pane, indicating the email is being sent.
The email queue signature is inserted in the draft email.
373
Ignite
To send an outbound email (WEB)
1. Click Contacts.
2. If the email destination is not a recent contact, type the email address in the Search field.
3. Hover over the appropriate address and click the Email icon. For emails to agents, a colored
outline over the destination avatar indicates its availability.
4. Click From… and select an email queue.
NOTE: Queue signatures are inserted each time a queue is selected as the ‘From’ address.
Agents are responsible for deleting non-applicable queue signatures from outbound email
drafts.
5. Type the email’s contents and click Send.
NOTE: If Contacts is open, click Contacts again to close the window and expose the desired
controls.
To discard an outbound email in progress (DESKTOP)
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select New Emails
4. In the List pane, select the outbound email and, in the Action bar, click Discard Draft.
5. To search for an outbound email in the Drafts folder, see the procedure below.
To discard an outbound email in progress (WEB)
NOTE: If Contacts is open, click Contacts again to close the window and expose the desired
controls.
l
Click Inbox and select a draft or hover over the item avatar and click Discard.
To search for an outbound email in the Drafts folder (DESKTOP)
NOTE: The Drafts folder contains the agent's emails in progress. To search for sent outbound
emails, search the Sent folder.
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select New Emails.
4. If required, in the Search field, click the x button to clear the pane.
5. In the Search field, type keywords over the ghost text.
See "Searching Ignite" on page 340 for detailed search information and procedures.
To search for an outbound email (WEB)
1. Click History and select Sent.
2. In the search field, type keywords over the ghost text.
See "Performing keyword searches" on page 341 for detailed search information and
procedures.
374
Multimedia Contact Center Installation and Deployment Guide
HANDLING CHATS IN IGNITE
Handling chats in Ignite mirrors common instant messaging applications, providing a familiar and
user-friendly experience. Chat sessions are initiated by customers via your contact center’s chat
request page or corporate website.
Contacts are automatically sent to your Inbox if you are the longest idle agent, the preferred agent, or
the agent with the highest skill level in your agent group, if your agent group uses skill levels. Agents
can also pick chat contacts out of queue.
The following explains how to:
l
Preview chat contacts
l
Pick chat requests out of queues
l
Join chat sessions
l
Decline chat contacts
l
Chat with customers
l
Correct spelling in chat responses
l
Apply reply templates to chat responses
l
Place chat sessions on hold and retrieve chat sessions from hold
l
Join the longest waiting active chat session (DESKTOP)
l
Transfer chats
l
Leave chat sessions
l
Forward chat transcripts
l
Remove Failed chat transcripts from Ignite
NOTE: DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s
View.
Previewing chat contacts
If administrative configurations permit, agents can preview contacts before picking them out of
queue or handling them.
The following explains how to
l
Preview chat contacts waiting in the Inbox
l
Preview chats waiting in queue
To preview a chat contact in your Inbox (DESKTOP)
1. From the Folders pane, click Inbox.
2. From the List pane, select the chat contact to preview.
The chat contact displays in the Preview pane.
To preview a chat contact in your Inbox (WEB)
l
375
Click Inbox and select a chat to preview.
Ignite
To preview a chat contact waiting in queue (DESKTOP)
1. From the Folders pane, click a queue.
2. From the List pane, select the chat contact to preview.
The chat contact displays in the Preview pane.
To preview a chat contact waiting in queue (WEB)
1. Click Queues and select a queue.
2. Select a chat contact to preview.
Picking chat requests out of queue
Pick behavior occurs in the following ways: First, agents can pick contacts out of queue and send
them to the Inbox. Once ringing in the Inbox, the contact can be handled. Second, agents can
choose to pick and reply to a contact in one motion. Choosing to pick and reply sends the contact to
the agent's Inbox and immediately opens the contact in reply mode.
Chat contacts picked out of queue ring in the Inbox until the contact is accepted. For more
information on ringing behavior, see "Ringing states in Ignite" on page 355.
NOTE: l
l
Agents cannot pick or pick and reply to contacts from the queue if they are in Do Not Disturb.
Agents may only pick or pick and reply to contacts from the queue if they have the appropriate
permissions.
The following procedures explain how to
l
Pick a chat request out of a queue
l
Pick and automatically join a chat session
To pick a chat request out of a queue (DESKTOP)
1. From the Folders pane, select the queue from which a contact will be picked.
2. From the List pane, select a chat from the queue and, from the Action bar, click the Pick
button.
The chat is transferred to your Inbox.
3. To handle the chat, select Inbox and, in the List pane, select the chat.
NOTE: Additional handling options display in the Action bar. For information on handling the
chat, see the appropriate procedures in this section.
To pick a chat request out of a queue (WEB)
1. Click Queues and select a queue.
2. Select a contact or hover over the item avatar and click Pick=>Pick.
The chat is transferred to your Inbox.
3. To handle the chat, click Inbox and select the chat or hover over the item avatar.
376
Multimedia Contact Center Installation and Deployment Guide
To pick and automatically join a chat session (DESKTOP)
1. In the Folders pane, select the queue from which a chat will be picked.
2. In the List pane, select a chat from the queue and, from the Action bar, click the Pick &
Reply button.
The chat is transferred to your Inbox.
3. In the Preview pane, agents can respond to the chat, transfer the chat to another destination,
or put the chat session on hold.
NOTE: Additional handling options display in the Action bar. For information on handling the
chat, see the appropriate procedures in this section.
To pick and automatically join a chat session (WEB)
1. Click Queues and select a queue.
2. Select a contact or hover over the item avatar and click Pick=>Pick and Reply.
The contact is transferred to your Inbox and opens in reply mode.
Joining chat sessions
When a chat session arrives in an agent’s Inbox, agents can join the session and start responding to
the contact.
Agents can join sessions via Ignite's toaster or UI.
To join a chat session (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select a chat session and, in the Action bar, click Reply.
3. In the Preview pane, agents can respond to the chat, transfer the chat to another destination,
or put the chat session on hold.
NOTE: Additional handling options display in the Action bar. For information on handling the
chat, see the appropriate procedures in this section.
To join a chat session (WEB)
l
Click Inbox and select a chat session or hover over the item avatar and click Accept.
Declining chat contacts
Agents can decline a chat contact in their Inbox, sending the chat back to the queue where it retains
its queue priority.
Agents can decline sessions via Ignite's toaster or UI.
NOTE: When an agent declines a contact, they are automatically put into Busy/Make Busy across
all media capabilities. A System Make Busy and a requeue count is registered for the employee. For
more information, see "Setting and removing Busy/Make Busy in Ignite" on page 349.
To decline a chat contact (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select a chat and, in the Action bar, click Decline.
To decline a chat contact (WEB)
l
377
Click Inbox and select a chat or hover over the item avatar and click Decline.
Ignite
Chatting with customers
After you join a chat session, Ignite goes into Reply mode and the Input pane appears, enabling you
to chat with the customer.
Figure 52 presents the Input pane during a chat session.
Figure 52: Chat Input pane
Ignite indicates to agents and customers that the other is typing a response. Ignite indicates that
customers have sent a response in an active chat as follows:
l
l
DESKTOP - When the Inbox is not in focus and a customer sends a message in an active
chat, an orange indicator alerts agents and displays a number listing how many contacts are
waiting for replies.
WEB - When Ignite is not in focus, a notification indicates that the customer has entered a
response. When Ignite is in focus but the active chat is not selected, an exclamation mark
displays beside the contact and a notification displays. Clicking a notification takes you to the
relevant contact.
NOTE: Internet Explorer does not pop notifications when Ignite is not in focus.
Ignite permits content to be copied and pasted from other sources and turns URLS into hyperlinks.
Ignite supports embedding content from Google Maps in chat sessions. However, this requires the
use of embed maps URL, available from Google Maps, to embed a Google map, such as: <iframe
src="https://www.google.com/maps/embed?pb=!1m18!1m12!1m3!1d2804.500978803945!2d75.90911198444678!3d45.3386984790996!2m3!1f0!2f0!3f0!3m2!1i1024!2i768!4f13.1!3m3!1m2!1s0
x4cd1fff1517da8a9%3A0xe6bc8a721e90f2a5!2sMitel+Networks!5e0!3m2!1sen!2sus!4v144553122
7487" width="600" height="450" frameborder="0" style="border:0" allowfullscreen&gt;&lt;/iframe>
Ignite also supports the 'Share' link from the following websites. Cutting and pasting URLs from the
following sites embeds the content in a chat session.
l
https://twitter.com/
l
http://www.slideshare.net
l
https://soundcloud.com
l
http://www.youtube.com
If your message fails to send, a red icon displays beside the unsent message. To resend the
message, you can copy and paste the message from your chat window or you can retype it.
378
Multimedia Contact Center Installation and Deployment Guide
To chat with a contact (DESKTOP and WEB)
l
Type a message in the Input pane and either press Enter or click the Send Message button.
Correcting spelling in chat responses
Ignite provides automatic spell checking of chat responses. Incorrectly spelled words are underlined
in red and can be corrected via a right-click menu.
Ignite’s spell check button is located in the formatting toolbar, along with additional formatting
options. Ignite’s spell checking function assists agents in sending polished responses to customers.
NOTE:
l
Russian and Mandarin Chinese are not supported.
l
Grammar checking is not supported
The following explains how to
l
Correct spelling in chat responses
l
Ignore flagged words
l
Undo spell checking changes
l
Change the dictionary’s language
l
Add words to your personal dictionary
l
Clear additions to your personal dictionary
l
Toggle spell checking off or on
To correct spelling in a chat response
l
Right-click an underlined word and select the correct spelling from the list provided.
To ignore flagged words
l
Right-click an underlined word and select Ignore.
To undo spell checking changes
NOTE: This function reverts words to their original spelling. It does not clear additions made to the
dictionary.
l
In the Ignite formatting toolbar, click the Undo button.
To change the dictionary’s language
l
In the Ignite formatting toolbar, from the dictionary language drop-down list, select a language.
(See Figure 53.)
NOTE: Ignite remembers this selection for future chat sessions.
To add words to your personal dictionary
l
Right-click an underlined word and select Add to personal dictionary.
To clear additions to your personal dictionary
NOTE: This option clears all additions to your personal dictionary.
1. In the Ignite formatting toolbar, click the Delete Personal Dictionary button. (See Figure 53.)
2. Either refresh the page or log out of Ignite and log back in for the changes to take effect.
379
Ignite
To toggle spell checking on or off
l
Click the Spellcheck As You Type button. (See Figure 53.)
NOTE: Ignite remembers this selection for future chat sessions.
Figure 53: Spell check options in the Input pane
Applying reply templates to chat responses
Agents can apply templates to their chat responses, providing standardized responses to common
questions and requests.
To apply a reply template to a chat response
1. When a chat is in reply mode, place the cursor in the body of the chat response.
2. Click the Reply Template button.
3. Type the text that the template contains.
Templates matching the text display.
4. Select a template text from the list provided.
5. Press Enter.
Template mode changes back to Reply mode.
6. Click Reply to send the message with the template.
Placing chat sessions on hold and retrieving chat sessions from hold
Agents may have to stop participating in one chat session in order to work on other items. In this
case, agents can put the active chat session on hold. Contacts on hold are marked with a 'pause'
icon.
Note that administrative configurations may limit how long contacts may be on hold before being
requeued and a System Make Busy is registered for the employee. For information on this limit,
contact your supervisor or system administrator.
The following procedures explain how to
l
Place a chat session on hold
l
Retrieve a chat session from hold
To place a chat session on hold (DESKTOP)
l
When participating in a chat session, in the Action bar, click the Hold button.
To place a chat session on hold (WEB)
l
Click Inbox and select the chat or hover over the item avatar and click Hold.
380
Multimedia Contact Center Installation and Deployment Guide
To retrieve a chat session from hold (DESKTOP)
NOTE: You can also retrieve a session from hold by sending a response.
1. Select your Inbox and, in the List pane, select the chat on hold.
2. In the Action bar, click Remove Hold.
The chat session becomes active again.
To retrieve a chat session from hold (WEB)
NOTE: You can also retrieve a session from hold by sending a response.
l
Click Inbox and select a chat on hold or hover over the item avatar and click Remove Hold.
Joining the longest waiting active chat session (DESKTOP)
Agents can switch between active chat sessions according to how long they have been waiting for a
response by using the ‘Next Longest’ button in the Action bar. The ‘Next Longest’ button applies to
all active conversations in the agent’s Inbox, directing agents to the chat session that has been open
and unfinished the longest.
For example, an agent is handling three different chat sessions. Clicking ‘Next Longest’ highlights
the active chat session to the chat session that has been waiting the longest for an agent response
and switches that conversation back into the Active Contact pane.
When switching between active conversations, the chat session indicates that the agent is joining
and leaving the chat session as appropriate.
To reply to the longest waiting chat session
1. In the Folders pane, select Inbox.
2. In the List pane, select an active chat.
An active chat is one that is no longer ringing and has been joined.
3. In the Action bar, click Next Longest.
The system takes you to the next longest waiting active chat session in the Inbox.
Transferring chats
Chat sessions can be transferred to other destinations within a contact center. For example, agents
in the Support queue receiving enquiries about a product invoice can transfer these contacts to the
Sales queue.
Agents transfer chat sessions to other agents and to queues. To receive transfers, devices must be
enabled to handle the contact’s media type.
Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot receive
transferred chats. Agents who are either in Busy/Make Busy or at their chat Workload limit can
receive transferred chats.
NOTE: You may only transfer contacts if you have the appropriate permissions.
381
Ignite
To transfer a chat (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select a chat and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select an agent or a queue.
NOTE: You can search for a transfer destination by typing the name of an agent or queue in
the Search field.
5. Click Transfer.
To transfer a chat (WEB)
1. Click Inbox and select a chat or hover over the item avatar and click Accept.
NOTE: To transfer directly from the queue, click ‘Queues’, select the chat or hover over the
item avatar and click ‘Transfer’. Follow steps 3 onward.
2. Select the chat or hover over the item avatar and click Transfer.
3. To transfer to an agent, in the Transfer window click People, type the name or ID of an agent
and proceed to step 5.
4. To transfer to a queue, in the Transfer window click Queues and select a queue from the list.
To search queues, type the name of the queue in the ‘Search’ field.
5. To transfer the chat, select the name of the appropriate person or queue.
Leaving chat sessions
When an agent is finished with a contact, the agent can end the chat session. When an agent leaves
a chat session, a message is sent in the chat session stating that the session is complete.
To leave a chat session (DESKTOP AND WEB)
1. When participating in an active chat session, click the End Your Session button.
The End Your Session button displays as an X.
2. When prompted, click Yes.
Forwarding chat transcripts
You can forward chat transcripts to multiple parties as an email with additional recipients copied and
blind-copied.
Forwards in progress are housed in the agent's personal Drafts folder (DESKTOP), in the Forward
subfolder (DESKTOP) or in the Inbox (WEB).
The following procedures explain how to
l
Forward a chat transcript
l
Discard forwards in progress
382
Multimedia Contact Center Installation and Deployment Guide
To forward a chat transcript (DESKTOP)
1. In the Folders pane, select either History, My History, one of the Handled subfolders, or
one of the Failed folders.
2. In the List pane, select a chat transcript and, in the Action bar, click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send. An icon displays over the Preview pane, indicating the transcript is being sent.
NOTE: If you attempt to forward a transcript and receive a warning that the email address is
invalid, the queue that handled the chat may not have been configured for sending transcripts.
Contact your supervisor or system administrator.
To forward a chat transcript (WEB)
1. Click History and, optionally, select a Filter:.
2. Select a chat transcript or hover over the item avatar and click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send.
To discard a forward in progress (DESKTOP)
NOTE: You can also discard forwards in progress by clicking ‘Discard Draft’ in the Action bar
instead of ‘Send’.
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select Forward.
4. In the List pane, select the transcript and, in the Action bar, click Discard Draft.
To discard a forward in progress (WEB)
l
Click Inbox and either select the forward in progress or hover over the item avatar and click
Discard.
Removing failed chat transcripts from Ignite
Occasionally, chat transcripts may route to 'Failed' in Ignite. You can remove these transcripts from
Failed using Ignite’s Junk and Forward buttons.
NOTE: Agents may only Junk contacts if they have the appropriate permissions.
To remove a failed chat transcript from Ignite (DESKTOP)
1. In the Folders pane, select a Failed folder.
2. In the List pane, select a chat transcript and, in the Action bar, click either Junk or Forward.
To remove a failed chat transcript from Ignite (WEB)
1. Click History=>Failed.
2. Select a chat transcript or hover over the item avatar and click either Junk or Forward.
If you select Forward, the contact is delivered to the Inbox where you can specify recipients.
383
Ignite
HANDLING SMS IN IGNITE
Handling SMS in Ignite mirrors common instant messaging applications, providing a familiar and
user-friendly experience.
SMS sessions are initiated by customers using contact information or, optionally, through the
contact center’s SMS request page or corporate website. SMS contacts are then routed to
appropriate queues.
Contacts are automatically sent to your Inbox if you are the longest idle agent or the agent with the
highest skill level in your agent group, if your agent group uses skill levels. Agents can also pick
SMS contacts out of queue.
NOTE:
l
SMS agent responses cannot contain more than 320 characters.
l
Preferred agent routing is not supported.
The following explains how to:
l
Preview SMS contacts
l
Pick SMS contacts out of queues
l
Join an SMS session
l
Reply to SMS contacts
l
Decline SMS contacts
l
Correct spelling in SMS responses
l
Apply reply templates to SMS responses
l
Place SMS sessions on hold and retrieve SMS sessions from hold
l
Join the longest waiting active SMS session (DESKTOP)
l
Transfer SMS contacts
l
End SMS sessions
l
Forward SMS transcripts
l
Remove Failed SMS transcripts from Ignite
l
Mark SMS contacts as No Reply and Junk
l
Send outbound SMS contacts
NOTE: DESKTOP - To complete the following procedures, you must be in Ignite’s My Folder’s
View.
Previewing SMS contacts
If administrative configurations permit, agents can preview contacts before picking them out of
queue or handling them.
The following explains how to
l
Preview SMS contacts in the Inbox
l
Preview SMS contacts in queue
384
Multimedia Contact Center Installation and Deployment Guide
To preview an SMS contact in the Inbox (DESKTOP)
1. From the Folders pane, click Inbox.
2. From the List pane, select the SMS contact to preview.
The SMS contact displays in the Preview pane.
To preview an SMS contact in the Inbox (WEB)
l
Click Inbox and select an SMS to preview.
To preview an SMS contact in queue (DESKTOP)
1. From the Folders pane, click a queue.
2. From the List pane, select the SMS contact to preview.
The SMS contact displays in the Preview pane.
To preview an SMS contact in queue (WEB)
1. Click Queues and select a queue.
2. Select an SMS to preview.
Picking SMS contacts out of queue
Pick behavior occurs in the following ways:
First, agents can pick contacts out of queue and send them to the Inbox. Once ringing in the Inbox,
the contact can be handled.
Second, agents can choose to pick and reply to a contact in one motion. Choosing to pick and reply
sends the contact to the agent's Inbox and immediately opens the contact in reply mode.
SMS contacts picked out of queue ring in the Inbox until the contact is accepted. For more
information on ringing behavior, see "Ringing states in Ignite" on page 355.
NOTE: l
l
Agents cannot pick or pick and reply to contacts from the queue if they are in Do Not Disturb.
Agents may only pick or pick and reply to contacts from the queue if they have the appropriate
permissions.
The following procedures explain how to
l
Pick an SMS contact out of queue and handle the SMS
l
Pick and automatically reply to an SMS
To pick an SMS out of queue and handle the SMS (DESKTOP)
1. From the Folders pane, select the queue from which a contact will be picked.
2. From the List pane, select an SMS contact from the queue and, from the Action bar, click the
Pick button.
The SMS contact is transferred to your Inbox.
3. To handle the SMS contact, select Inbox and, in the List pane, select the SMS contact.
NOTE: Additional handling options display in the Action bar. For information on handling the
SMS contact, see the appropriate procedures in this section.
385
Ignite
To pick an SMS out of queue and handle the SMS (WEB)
1. Click Queues and select the appropriate queue.
2. Select a contact or hover over the item avatar and click Pick=>Pick.
The SMS is transferred to your Inbox.
3. To handle the SMS, click Inbox and select the SMS or hover over the item avatar.
To pick and automatically reply to an SMS (DESKTOP)
1. In the Folders pane, select the queue from which an SMS contact will be picked.
2. In the List pane, select an SMS contact from the queue and, from the Action bar, click the
Pick & Reply button.
The SMS contact is transferred to your Inbox.
3. In the Preview pane, agents can respond to the SMS contact, transfer the SMS contact to
another destination, or put the SMS contact on hold.
NOTE: Additional handling options display in the Action bar. For information on handling the
SMS contact, see the appropriate procedures in this section.
To pick and automatically reply to an SMS (WEB)
1. Click Queues and select the appropriate queue.
2. Select a contact or hover over the item avatar and click Pick=>Pick and Reply.
The SMS is transferred to your Inbox and opens in reply mode.
Joining SMS sessions
When an SMS contact arrives in an agent’s Inbox, agents can join the session and start responding
to the contact.
Agents can join sessions via Ignite's toaster or UI.
To join an SMS session (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select an SMS contact and, in the Action bar, click Reply.
3. In the Preview pane, agents can respond to the SMS contact, transfer the SMS contact to
another destination, or put the SMS session on hold.
NOTE: Additional handling options display in the Action bar. For information on handling the
SMS contact, see the appropriate procedures in this section.
To join an SMS session (WEB)
l
Click Inbox and select an SMS session or hover over the item avatar and click Accept.
Replying to SMS contacts
Once an SMS contact is in the Inbox, agents can reply to or otherwise handle it.
After you join an SMS session, Ignite goes into Reply mode and the Input pane displays, enabling
you to reply to the contact. Send responses using the arrow button.
386
Multimedia Contact Center Installation and Deployment Guide
Declining SMS contacts
Agents can decline an offered SMS contact, sending the contact back to the queue where it retains
its queue priority.
Agents can decline sessions via Ignite's toaster or UI.
NOTE: When an agent declines a contact, they are automatically put into Busy/Make Busy across
all media capabilities. A System Make Busy and a requeue count is registered for the employee. For
more information, see "Setting and removing Busy/Make Busy in Ignite" on page 349.
To decline an SMS contact (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select an SMS contact and, in the Action bar, click Decline.
To decline an SMS contact (WEB)
l
Click Inbox and select an SMS contact or hover over the item avatar and click Decline.
Correcting spelling in SMS responses
Ignite provides automatic spell checking of SMS responses, assisting agents in sending polished,
professional, and consistent content to customers. Incorrectly spelled words are underlined in red
and can be corrected using a right-click menu.
The spell check button is located in the formatting toolbar, along with additional formatting options.
NOTE:
l
Russian and Mandarin Chinese are not supported.
l
Grammar checking is not supported.
The following explains how to
l
Correct spelling in SMS responses
l
Ignore flagged words
l
Undo spell checking changes
l
Change the dictionary's language
l
Add words to your personal dictionary
l
Clear additions to your personal dictionary
l
Toggle spell checking on or off
To correct spelling in an SMS response
l
Right-click an underlined word and select the correct spelling from the list provided.
To ignore flagged words
l
Right-click an underlined word and select Ignore.
To undo spell checking changes
NOTE: This function reverts words to their original spelling. It does not clear additions made to the
dictionary.
l
387
In the Ignite formatting toolbar, click the Undo button.
Ignite
To change the dictionary’s language
l
In the Ignite formatting toolbar, from the dictionary language drop-down list, select a language.
See Figure 54.
NOTE: Ignite remembers this selection for future SMS sessions.
To add words to your personal dictionary
l
Right-click an underlined word and select Add to personal dictionary.
To clear additions to your personal dictionary
NOTE: This option clears all additions to your personal dictionary.
1. In the Ignite formatting toolbar, click the Delete Personal Dictionary button. (See Figure 54.)
2. Either refresh the page or log out of Ignite and log back in for the changes to take effect.
To toggle spell checking on or off
l
Click the Spellcheck As You Type button. (See Figure 54.)
NOTE: Ignite remembers this selection for future SMS sessions.
Figure 54: Spell check options in the Input pane
Applying reply templates to SMS responses
Agents can apply templates to their SMS responses, providing standardized responses to common
questions and requests.
To apply a reply template to an SMS response
1. When an SMS contact is in reply mode, place the cursor in the body of the response.
2. Click the Browse Reply Templates button.
The Browse Reply Template button displays as a magnifying glass in the formatting toolbar.
3. Type the text that the template contains.
Templates matching the text display.
4. Select a template text from the list provided.
5. Press Enter and click Insert Template.
Template mode changes back to Reply mode.
6. Click Send Message to send the message with the template.
388
Multimedia Contact Center Installation and Deployment Guide
Placing SMS sessions on hold and retrieving SMS sessions from hold
At times, agents may have to stop participating in an SMS session in order to work on other items. In
these cases, agents can put the active SMS session on hold. Contacts on hold are marked with a
'pause' icon.
Note that administrative configurations may limit how long contacts may be on hold before being
requeued and a System Make Busy is registered for the employee. For information on this limit,
contact your supervisor or system administrator.
The following procedures explain how to
l
Place an SMS session on hold
l
Retrieve an SMS from hold
To place an SMS session on hold (DESKTOP)
l
When participating in an SMS session, click the Hold button.
To place an SMS session on hold (WEB)
l
Click Inbox and select the SMS or hover over the item avatar and click Hold.
To retrieve an SMS session from hold (DESKTOP)
NOTE: You can also retrieve a session from hold by sending a response.
1. Select the Inbox and, in the List pane, select the SMS contact on hold.
2. In the Action bar, click Remove hold.
To retrieve an SMS session from hold (WEB)
NOTE: You can also retrieve a session from hold by sending a response.
l
Click Inbox and select an SMS on hold or hover over the item avatar and click Remove
Hold.
Joining the longest waiting active SMS session (DESKTOP)
Agents can switch between active SMS sessions according to how long the customer has been
waiting for a response by using the ‘Next Longest’ button in the Action bar. The ‘Next Longest’ button
applies to all active conversations in the agent’s Inbox, directing agents to the SMS session that has
been open and unfinished the longest.
For example, an agent is handling three different SMS sessions. Clicking ‘Next Longest’ highlights
the active SMS session that has been waiting the longest for a response and switches that
conversation back into the Active Contact pane.
When switching between active conversations, the SMS session indicates that the agent is joining
and leaving the SMS session as appropriate.
389
Ignite
To reply to the longest waiting active SMS session
1. In the Folders pane, select Inbox.
2. In the List pane, select an active SMS session.
An active SMS session is one that is no longer ringing and has been joined.
3. In the Action bar, click Next Longest.
The system takes you to the next longest waiting active SMS session in the Inbox.
Transferring SMS contacts
SMS contacts can be transferred to agents and queues. For example, agents in the Support queue
receiving inquiries about a product invoice can transfer these contacts to the Sales queue. To
receive transfers, devices must be enabled to handle the contact’s media type.
Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot receive
transferred SMS contacts. Agents who are either in Busy/Make Busy or at their SMS Workload limit
can receive transferred SMS contacts.
NOTE: You may only transfer contacts if you have the appropriate permissions.
To transfer an SMS contact (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select an SMS contact and, in the Action bar, click Reply.
3. In the Action bar, click Transfer.
4. Select an agent or a queue.
NOTE: You can search for a transfer destination by typing the name of an agent or queue in
the Search field.
5. Click Transfer.
To transfer an SMS contact (WEB)
1. Click Inbox and select an SMS contact or hover over the item avatar and click Accept.
NOTE: To transfer directly from the queue, click ‘Queues’, select the SMS or hover over the
item avatar and click ‘Transfer’. Follow steps 3 onward.
2. Select the SMS or hover over the item avatar and click Transfer.
3. To transfer to an agent, in the Transfer window click People, type the name or ID of an agent
and proceed to step 5.
4. To transfer to a queue, in the Transfer window click Queues and select a queue from the list.
To search queues, type the name of the queue in the ‘Search’ field.
5. To transfer the SMS contact, select the name of the appropriate person or queue.
Ending SMS sessions
When an agent is finished handling a contact, the agent can end the SMS session.
To end an SMS session (DESKTOP and WEB)
1. When participating in an active SMS session, click the End Your Session button.
The 'End Your Session' button displays as an X.
2. When prompted, click Yes.
390
Multimedia Contact Center Installation and Deployment Guide
Forwarding SMS transcripts
You can forward SMS transcripts to multiple parties as an email with additional recipients copied and
blind-copied.
Forwards in progress are housed in the agent's personal Drafts folder (DESKTOP), in the Forward
subfolder (DESKTOP) or in the Inbox (WEB).
DESKTOP - You can only forward SMS transcripts from the My History folder and its Handled
subfolder, from the History folder and its Handled subfolder, and from the Failed folders.
WEB - You can forward SMS transcripts from the History page.
The following procedures explain how to
l
Forward an SMS transcript
l
Discard forwards in progress
To forward an SMS transcript (DESKTOP)
1. In the Folders pane, select either History, My History, one of the Handled subfolders, or
one of the Failed folders.
2. In the List pane, select an SMS transcript and, in the Action bar, click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send. An icon displays over the Preview pane, indicating the transcript is being sent.
NOTE: If you attempt to forward a transcript and receive a warning that the email address is
invalid, the queue that handled the SMS contact may not have been configured for sending
transcripts. Contact your supervisor or system administrator.
To forward an SMS transcript (WEB)
1. Click History and, optionally, select a Filter:.
2. Select an SMS transcript or hover over the item and click Forward.
3. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the
appropriate fields. Separate multiple addresses with semi-colons.
4. Click Send.
To discard a forward in progress (DESKTOP)
NOTE: You can also discard forwards in progress by clicking ‘Discard Draft’ in the Action bar
instead of ‘Send’.
1. In the My Folders view, expand the Folders pane.
2. In the Folders pane, click Drafts. If necessary, expand the My Folders folder first.
3. Expand the Drafts folder and select Forward.
4. In the List pane, select the transcript and, in the Action bar, click Discard Draft.
To discard a forward in progress (WEB)
l
391
Click Inbox and either select the forward in progress or hover over the item avatar and click
Discard.
Ignite
Removing failed SMS transcripts from Ignite
Occasionally, SMS transcripts may route to 'Failed' in Ignite. You can remove these transcripts
using Ignite’s Junk button.
NOTE: Agents may only Junk contacts if they have the appropriate permissions.
To remove a failed SMS transcript from Ignite (DESKTOP)
1. In the Folders pane, select a Failed folder.
2. In the List pane, select an SMS transcript and, in the Action bar, click either Forward or
Junk.
To remove a failed SMS transcript from Ignite (WEB)
1. Click History=>Failed.
2. Select an SMS transcript or hover over the item avatar and click either Junk or Forward.
If you select 'Forward,' the contact is delivered to the Inbox where you can specify recipients.
Marking SMS contacts as No Reply and Junk
Occasionally, SMS contacts requiring no reply reach queues and agents’ Inboxes. Agents can mark
these SMS contacts either as requiring no reply or as junk.
Agents can also junk SMS contacts directly from 'Failed', rather than attempting to reroute them.
Marking contacts as No Reply and Junk removes the contacts from Ignite. If the item is in queue or
the Inbox, responses in progress are deleted.
NOTE:
l
l
Multimedia contacts in queue tagged as Junk or No Reply from Interactive Visual Queue and
Ignite are not included in queue Handled, Completed, and Offered counts.
Agents may only Junk contacts if they have the appropriate permissions.
To mark an SMS contact as No Reply or Junk (DESKTOP)
1. In the Folders pane, either click Inbox, select the queue in which the SMS message is
waiting, or select a Failed folder.
2. In the List pane, select an SMS message and, in the Action bar, click either No Reply or
Junk.
To mark an SMS contact as No Reply or Junk from the Inbox (WEB)
l
Click Inbox and select an SMS contact or hover over the item avatar and click either No
Reply or Junk.
To mark an SMS contact as No Reply or Junk from the queue (WEB)
1. Click Queues and select an SMS queue.
2. Select an SMS contact and click either No Reply or Junk.
Sending outbound SMS contacts
Agents can send outbound SMS contacts in Ignite. When an agent sends an outbound SMS contact,
they may not be the agent who receives the customer response.
NOTE:
392
Multimedia Contact Center Installation and Deployment Guide
l
l
Account codes are not supported for outbound SMS contacts.
Real-time and reporting statistics are not available for outbound SMS activity. We recommend
instead that agents put themselves into Busy/Make Busy, with an ‘Outbound SMS’ Reason
Code applied, when drafting outbound SMS contacts. Make Busy reports and real-time queue
statistics will then display time spent drafting outbound SMS contacts.
WEB - Outbound SMS contacts in progress are housed in the Inbox, marked as 'Draft'.
To send an outbound SMS contact (DESKTOP)
1. In the My Folders view, expand the Folders pane.
2. In the Action bar, click New SMS.
3. After From, select an SMS queue.
4. After To, type the recipient’s number.
You can send the SMS contact to multiple recipients by separating the numbers with
commas.
5. Type the SMS contact's contents and click Send.
To send an outbound SMS contact (WEB)
1. Click Contacts
2. If the destination is not a recent contact, type its name or number in the Search field.
3. Hover over the destination's avatar and click the SMS icon. For SMS contacts to agents, a
colored outline over the destination avatar indicates its availability.
4. Under From (queue), select an SMS queue.
NOTE: Queue signatures are inserted each time a queue is selected as the ‘From’ address.
Agents are responsible for deleting non-applicable queue signatures from outbound SMS
drafts.
5. Type the SMS contact’s contents and click Send.
NOTE: If Contacts is open, click Contacts again to close the window and expose the desired
controls.
To discard an outbound SMS contact in progress (WEB)
NOTE: If Contacts is open, click Contacts again to close the window and expose the desired
controls.
l
393
Click Inbox and select a draft or hover over the item avatar and click Discard.
Ignite
HANDLING CALLS IN IGNITE
In addition to email, chat, and SMS handling, you can handle calls in Ignite.
MiCollab Client is recommended for performing more advanced call handling functions. For
information on handling voice contacts with MiCollab Client, see the MiContact Center User Guide.
The following procedures explain how to
l
View call information
l
Pick calls out of queue
l
Answer and end calls
l
Make calls
l
Perform in-call actions
To perform other call handling functions such as conferencing and supervised transfers, agents must
use Contact Center Softphone, PhoneSet Manager, MiCollab, or a hard set. See the appropriate
sections in the MiContact Center User Guide for more information on Contact Center Softphone and
PhoneSet Manager.
DESKTOP - For important information on logging in and out of Ignite in conjunction with Contact
Center Softphone, PhoneSet Manager, or hard sets, see "Logging in and out of Ignite (DESKTOP)"
on page 306.
WEB – For important information on signing in and out of Ignite for voice agents, see "Signing into
and out of Ignite (WEB)" on page 333.
NOTE:
l
l
DESKTOP - Ignite provides call control for Inbound ACD contacts only. Agents must make
outbound calls using Contact Center Softphone, PhoneSet Manager, or a hard set.
DESKTOP - If your contact center focuses on voice contact handling, we recommend
implementing the MiCollab Client and Ignite integration described in the MiContact Center
User Guide.
l
Ignite’s phone functionality does not support multiple lines.
l
Ignite’s phone controls are not supported for External Hot Desking Agents.
394
Multimedia Contact Center Installation and Deployment Guide
Viewing call information
You can view basic call information in Ignite before picking a call out of queue or handling it from the
Inbox. Note that information displayed may vary based on administrative configuration.
The following explains how to
l
View information for calls in queue
l
View information for calls in the Inbox
To view information for calls in queue (DESKTOP)
1. In the Folders pane, select a queue.
2. In the List pane, select a call.
Call information displays in the Preview pane.
To view information for calls in queue (WEB)
1. Click Queues and select the appropriate queue.
2. Select a call from the queue.
To view information for calls in the Inbox (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select a call.
Call information displays in the Preview pane.
To view information for calls in the Inbox (WEB)
l
Click Inbox and select a call.
Picking calls out of queue
Agents can pick calls out of queue and send them to the Inbox. Once ringing in the Inbox, the call
can be answered.
NOTE: l
l
Agents cannot pick or pick and reply to contacts from the queue if they are in Do Not Disturb.
Agents may only pick or pick and reply to contacts from the queue if they have the appropriate
permissions.
To pick a call from the queue (DESKTOP)
1. From the Folders pane, select the queue from which a call will be picked.
2. From the List pane, select a call from the queue and, from the Action bar, click the Pick
button.
The call is transferred to your Inbox.
3. To answer the call, select Inbox and, in the List pane, select the call and click Reply.
NOTE: Additional handling options display in the Action bar. For more information, see the
appropriate procedures in this section.
To pick a call from the queue (WEB)
1. Click Queues and select the appropriate queue.
2. Select a call from the queue or hover over the item avatar and click Pick.
The call is transferred to your Inbox.
395
Ignite
Answering and ending calls
NOTE:
l
l
You cannot explicitly decline a ringing call.
DESKTOP - Agents can request help from other agents, as well as from supervisors. When
you answer an incoming request for help, the Ignite toaster displays "Request Help Received"
and the name of the person requesting help. Accepted requests are entered in Silent Monitor
mode. Supervisors must use Contact Center Client or their hardset to escalate to Coach
mode. For more information on silent monitoring, see the MiContact Center User Guide. For
more information on the Request Help feature, see the appropriate section in this guide.
You can answer incoming calls from Ignite. Ignite displays a toaster for each incoming call and
allows you to accept the call from the toaster.
When you answer a call, Ignite displays call information.
To answer a call (DESKTOP)
l
In the Ignite toaster, click Accept.
Alternatively, select the call in the List pane and, in the Action bar, click Reply.
To answer a call (WEB)
l
In the Ignite toaster, click Accept.
Alternatively, select the call or hover over the item avatar and click Accept.
You can end calls from Ignite.
To end a call (DESKTOP)
l
In the Action bar, click Hang Up.
To end a call (WEB)
l
Click Inbox and select a call or hover over the item avatar and click Hang Up.
Making calls
DESKTOP - We recommend you use MiCollab Client to make calls but you can optionally make
calls using Contact Center Softphone or Contact Center PhoneSet Manager. This applies to internal
or external destinations, or a dialable queue.
To make a call (WEB)
1. Click Contacts.
2. If the destination is not a recent contact, type its name or number in the Search field.
3. Hover over the destination’s avatar and click Call. If applicable, hover over multiple Call
avatars to select the appropriate dialable number. For calls to agents, a colored outline over
the destination avatar indicates its availability.
NOTE: If Contacts is open, click Contacts again to close the window and expose the desired
controls.
396
Multimedia Contact Center Installation and Deployment Guide
Performing in-call actions
While on active calls you can:
l
Put calls on hold and retrieve calls from hold
l
Tag calls with Account Codes.
l
Tag calls with Classification Codes
l
Transfer calls
l
Request help from another agent or supervisor (DESKTOP)
l
Contact agents before transferring calls and requesting help
Putting calls on hold and retrieving calls from hold
At times, agents may have to put a call on hold. Ignite displays a paused icon over calls on hold so
they can be easily identified.
NOTE: Calls on hold may not be transferred until hold is removed.
The following explains how to
l
Put a call on hold
l
Retrieve a call from hold
To put a call on hold (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select the active call.
3. In the Action bar, click the Hold button.
To put a call on hold (WEB)
l
Click Inbox and select a call, or hover over the item avatar, and click Hold.
To retrieve a call from hold (DESKTOP)
1. In the Folders pane, click Inbox.
2. In the List pane, select the call on hold.
3. In the Action bar, click Remove Hold.
To retrieve a call from hold (WEB)
l
Click Inbox and select a call or hover over the item avatar and click Remove Hold.
Tagging calls with Classification Codes
Classification Codes are a type of Account Code but differ in the following ways:
l
l
397
You can apply multiple Classification Codes to different, applicable sections of a call. All
Classification Codes applied to a call are pegged with the full call duration, from the time the
call arrives until the call ends. This includes transfer time, time calls were handled at other
extensions, and Work Timer durations if 'Include queue work timer as part of handling time' is
enabled on the queue. If the same code is entered twice, it is not double pegged in reporting
statistics.
Classification Codes can be ‘forced’, meaning the agent must enter a Classification Code
either during the call or when in Work Timer to remain within compliance.
Ignite
l
Account Codes can only be entered during a call, but Classification Codes can be entered
during or after a call (while in Work Timer). There are often scenarios within which you set
single or multiple Account Codes during a call and then set a Classification Code when the
call terminates.
NOTE: Classification Codes are supported when handling voice contacts only and can only be
applied to ACD calls.
To tag a call with a Classification Code after a call ends (DESKTOP)
NOTE: During a call, apply Classification Codes as you would Account Codes, using the list of
Account Codes in the ‘Set Account Code’ rolling panel in the Sidebar or in the 'History and Account
Code' section of the Preview pane.
1. In the Sidebar, click the Classify button to open the Classify rolling panel.
When the call ends, the Classify button displays (and flashes if forced Classification Codes
are enabled) and Work Timer is activated.
2. Select the applicable Classification Code from the list that displays and click Apply.
NOTE: If you are handling more than one item in the Inbox, for example, one email and one
call, and you apply a Classification Code during the call, it will be applied to the call regardless
of which item is currently selected in the Inbox. If you apply a Classification Code after the
call when in Work Timer, the voice contact stays in your Inbox and you must use the
‘Classify’ button in the Sidebar to apply a Classification Code to the voice contact.
3. If Work Timer has not been configured to automatically cancel after entering a Classification
Code, cancel Work Timer by clicking the Remove Work Timer button in the Sidebar.
NOTE: Forced Classification Codes prevent canceling Work Timer until a Code is entered.
Failing to enter a Classification Code before Work Timer expires or is removed by entering
Busy/Make Busy or DND can result in a default Classification Code of ‘-1 Non-Compliant’
applied automatically.
To tag a call with a Classification Code after a call ends (WEB)
NOTE: During a call, apply Classification Codes as you would Account Codes, but select
‘Classification’ in the Classify dialog window.
1. Click Enter a Classification Code.
2. Select a Classification Code. You can type the name or number of a Code in the Search field.
NOTE: If you enter a number in the search field, you can apply the Code by pressing ‘Enter’
when prompted.
Transferring calls
You can transfer calls to internal and external destinations. Internal transfer destinations include
destinations programmed in the voice media server or in a cluster of voice media servers. External
transfer destinations include dialable numbers not programmed in the voice media server or in the
cluster of voice media servers. For example, agents in the Support queue receiving calls concerning
account renewals can transfer these calls internally to the Sales queue, or agents can transfer calls
externally to a supervisor’s cell phone.
To receive transfers devices must be enabled to handle the contact's media type.
398
Multimedia Contact Center Installation and Deployment Guide
Agents who are logged out, in DND, Offline (WEB), or whose presence is Unknown cannot receive
transferred calls, but the call can be transferred to their voicemail. Agents who are either in
Busy/Make Busy or at their call Workload limit can receive transferred calls.
Call transfers in Ignite are always blind transfers. In blind transfers, there is no communication with
transfer destinations before sending calls. Calls are transferred immediately and the system does
not monitor the outcome.
To perform a supervised transfer, you must use MiCollab Client, Contact Center Softphone, or
Contact Center PhoneSet Manager. See the MiContact Center User Guide for more information.
NOTE: l
You cannot transfer calls on hold. Hold must be removed before the call can be transferred.
l
You may only transfer contacts if you have the appropriate permissions.
The following procedures explain how to
l
l
Blind transfer calls to a voice-enabled employee or queue
Blind transfer calls to a dialable number
NOTE: This option is only available with Click to Call. For more information, see "Contacting
agents before transferring calls " on page 401.
To blind transfer a call to a voice-enabled employee or queue (DESKTOP)
1. When on a call, in the Action bar, click Transfer.
2. Select the Internal Transfer radio button and select a voice-enabled employee or queue.
Expand the device list if necessary. You can search for an internal transfer destination by
typing the name of a voice-enabled employee or queue in the ‘Search’ field.
3. Click Transfer.
To blind transfer a call to a voice-enabled employee or queue (WEB)
1. Click Inbox and select a call or hover over the item avatar and click Accept.
NOTE: To transfer directly from the queue, click ‘Queues’, select the call or hover over the
item avatar and click ‘Transfer’. Follow steps 3 onward.
2. Select the call or hover over the item avatar and click Transfer.
3. To transfer to an employee, in the Transfer window click People, type the employee’s name
or number and proceed to step 5.
4. To transfer to a queue, in the Transfer window click Queues and select a queue from the list.
To search queues, type the name of the queue in the ‘Search’ field.
5. To transfer the call, select the name of the appropriate employee or queue. If applicable, hover
over multiple Call avatars to select the appropriate dialable number. For agents with multiple
dialable numbers, a colored outline over the destination avatar indicates its availability.
To blind transfer a call to a dialable number (DESKTOP)
1. When on a call, in the Action bar, click Transfer.
2. Select the External Transfer radio button and, in the Transfer To: field, type a dialable
number. Enter this number as you would on a phone, including any digits required for outbound
dialing.
NOTE: Invalid entries return an error message. Re-type a valid entry and click ‘Transfer’.
3. Click Transfer.
399
Ignite
To blind transfer a call to a dialable number (WEB)
1. Click Inbox and select a call or hover over the item avatar and click Accept.
NOTE: To transfer directly from the queue, click ‘Queues’, select the call or hover over the
item avatar and click ‘Transfer’. Follow steps 3 onward.
2. Select the call or hover over the item avatar and click Transfer.
3. Click People and type the number of the transfer destination.
4. To transfer the call, select the number. If applicable, hover over multiple Call avatars to select
the appropriate dialable number. For agents with multiple dialable numbers, a colored outline
over the destination avatar indicates its availability.
Requesting help (DESKTOP)
You can request help from other voice-enabled employees by clicking the Request Help button in the
Sidebar. When the button is selected, you can enter either a valid DN in the free form text box or
select an employee from a pre-populated list. The system dials the DN, and the employee is added
to the call when they accept.
Employees who accept requests for help join the call in Silent Monitor mode and are not audible
unless they escalate to Coach or Barge.
Help requests to queues or to external numbers are not supported.
The Request Help button is available as soon as a call is delivered to your Inbox. You can send
multiple requests for help during a call, but you can only send one request at a time. Requests sent
to employees in unavailable states fail.
The Request Help button is not available when a call is on hold.
To request help on a call
1. ln the Sidebar, click the Request Help button.
Ignite displays a list of voice-enabled employees and their ACD status.
2. In the Request Help window, do one of the following:
l
Select a voice-enabled employee from the list
l
In the text box, enter a voice-enabled employee's dialable number
l
In the Search box, type the name or dialable number of a voice-enabled employee
3. Click Call.
NOTE: You cannot cancel requests in progress. The Request Help button is disabled (turns
gray) while the call is being established. Hover over the button with your mouse to view the
connection status in a tool tip.
l
l
If the request is answered within 180 seconds, the Request Help button turns solid
green to indicate success. The button stays green for as long as the other employee is
on the call.
If the request for help is not answered within 180 seconds, the request times out and
the Request Help button briefly flashes red (indicating failure) and then turns blue again.
You can make another request for help as described in the above steps.
400
Multimedia Contact Center Installation and Deployment Guide
Contacting agents before transferring calls
You can choose to instant message (DESKTOP) or call other employees (DESKTOP and WEB) to
alert them of an incoming transfer.
DESKTOP - The Click to Call option is not displayed when agents are in Do Not Disturb or absent
from their agent groups.
While on a call, initiating Click to Call begins a consultation call with the agent. The original caller is
put on hold until the end of the consultation call. When consulting with another agent, if the other
agent hangs up first you must click Hang Up in Ignite to reconnect with the original call. If you are
using a desk phone, you can hang up your extension and the original call will ring your extension to
reconnect.
NOTE:
l
l
If an agent has multiple phone numbers, Ignite supports the number associated with the
employee voice agent.
DESKTOP - Click to IM does not support group IM sessions.
To Click to Call or Click to IM (DESKTOP)
1. In the Transfer window, select an available agent.
2. Select Click to IM to initiate an IM session or select Click to Call to initiate a voice call. (See
Figure 55.)
NOTE: The recipient's presence displays, advising of their availability to receive your call or
instant message.
Figure 55: Click to IM and Click to Call
To Click to Call (WEB)
1. Click Contacts.
2. If the destination is not a recent contact, type its name or number in the Search field.
3. Hover over the destination’s avatar and click Call.
Handling calls using the Active Call window (WEB)
When on a call, agents can use the Active Call window for basic call handling options.
For procedures on specific call handling actions supported in the Active Call window, see the
appropriate sections of this guide.
401
Ignite
For procedures on using Contacts to reach another person, see the appropriate sections of this
guide.
To handle a call using the Active Call window
1. When on a call, click the Phone button.
2. Choose a call handling option.
3. To close the Active Call window, click the Phone button.
402
© Copyright 2016, Mitel Networks Corporation. All Rights Reserved.
The Mitel word and logo are trademarks of Mitel Networks Corporation.
Any reference to third party trademarks are for reference only and Mitel makes no representation of the ownership of these marks.
Download PDF
Similar pages