myAgent

myAgent

User Guide

A31003-P3010-U106-16-7619

Our Quality and Environmental Management Systems are implemented according to the requirements of the ISO9001 and

ISO14001 standards and are certified by an external certification company.

Copyright © Unify GmbH & Co. KG 03/2014

Hofmannstr. 51, 81379 Munich/Germany

All rights reserved.

Reference No.: A31003-P3010-U106-16-7619

The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as

described or which may change as a result of further development of the products.

An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract.

Availability and technical specifications are subject to change without notice.

Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG.

All other company, brand, product and service names are trademarks or registered trademarks of their respective holders. unify.com

Contents

Contents

1 About this Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.1 Types of Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

1.2 Display Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

2 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2.1 myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

2.2 User Interface Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

3 Installing and Starting myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3.1 How to Install myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3.2 How to Start myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

3.3 How to Uninstall myAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3.4 Automatic Updates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

3.4.1 How to Perform Automatic Updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

4 First Steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

4.1 How to Select the User Interface Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

4.2 How to Log into a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

5 Functions for Agents with the Authorization Level of an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

5.1 Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

5.1.1 How to Log into a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

5.1.2 How to Log out from a Queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

5.2 List of Contact Center Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

5.3 Call Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

5.3.1 How to Answer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

5.3.2 How to Add Contact Details of the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5.3.3 How to Add Information on the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5.3.4 How to Edit Information on the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5.3.5 How to Display the History of the Current Caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5.3.6 How to Complete a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

5.3.7 How to Specify a Wrapup Reason . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

5.3.8 How to Become Available Again after a Missed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

5.4 Fax and E-mail Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

5.4.1 How to Accept a Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5.4.2 How to Accept an E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5.4.3 How to Reply to a Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5.4.4 How to Reply to an E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5.4.5 How to Complete a Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

5.4.6 How to Complete an E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

5.4.7 How to Flag a Fax for Follow-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

5.4.8 How to Flag an E-mail for Follow-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

5.4.9 How to Display the History of the Current Fax Sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

5.4.10 How to Display the History of the Current E-mail Sender . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

5.4.11 How Specify a Wrapup Reason for a Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

5.4.12 How to Specify a Wrapup Reason for an E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

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Contents

5.5 Wrapup time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

5.5.1 How to Extend the Wrapup Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

5.5.2 How to End the Wrapup Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

5.6 Agent Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

5.6.1 How to Execute a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

5.6.2 How to Close a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

5.6.3 How to Reschedule a Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

5.7 Recording Calls and Requesting Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

5.7.1 How to Record Calls as an Agent with the Agent Authorization Level . . . . . . . . . . . . . . . . . . . . . . . . . 29

5.7.2 How to Request Assistance from Agents with the Supervisor or Administrator Authorization Level . . . 30

5.8 Call Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

5.8.1 How to Initiate a Call Manually. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

5.8.2 How to Make a Call from the Caller List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

5.8.3 How to Make a Call from the Internal Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

5.8.4 How to Make a Call with an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

5.8.5 How to Place a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

5.8.6 How to Configure the Transfer Method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

5.8.7 How to Transfer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

5.8.8 How to Transfer a Call to a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

5.8.9 How to Transfer a Call to a Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

5.8.10 How to Transfer a Call with an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

5.8.11 How to Pick up a Call for an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

5.8.12 How to Accept a Call with an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

5.9 Caller list . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

5.9.1 How to Display the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

5.9.2 How to Display the History of a Caller in the Caller List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5.9.3 How to Display the History of a Fax Sender from the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5.9.4 How to Display the History of an E-mail Sender from the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5.9.5 How to Listen to the Recording of a Caller from the Caller List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

5.10 Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

5.10.1 How to Start a Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

5.10.2 How to End a Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

5.11 Displaying Queue Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

5.11.1 How to Display Queue Details (Wallboard) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

5.12 Grade of Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

5.12.1 How to Display the Grade of Service Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

5.13 Average Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

5.13.1 How to Display the Average Times Graph . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

6 Functions for Agents with the Supervisor or Administrator Authorization Level . . . . . . . . . . . . . . . . . 43

6.1 Agent Assignment (Binding) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

6.1.1 How to Customize the Display of the Agent Binding List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

6.1.2 How to Assign an Agent to a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

6.1.3 How to Edit an Agent Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

6.1.4 How to Move an Agent to Another Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

6.1.5 How to Remove an Agent from the Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

6.1.6 How to Change the Status of an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

6.2 Monitoring Calls and Requesting Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

6.2.1 Recording Calls as an Agent with the Supervisor or Administrator Authorization Level . . . . . . . . . . . . 51

6.2.2 How to Save the Recording of a Call as a WAV File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

6.2.3 How to Send the Recording of a Call by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

6.2.4 How to Save a Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

6.2.5 How to Send a Fax by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

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6.2.6 How to Save an E-Mail as an EML File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

6.2.7 How to Send an E-mail by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

6.2.8 How to Monitor Calls (Country Dependent) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

6.2.9 How to Override a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

6.2.10 How to Change the Position of a Call in a Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

6.2.11 How to Accept a Request for Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

6.3 Monitoring Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

6.3.1 How to Enable or Disable the Automatic myAgent Screen Pop for Alarms . . . . . . . . . . . . . . . . . . . . . 56

6.3.2 How to Activate or Deactivate the Warning Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

6.4 Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

6.4.1 How to Delete Caller Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

7 Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

7.1 How to Search in Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

7.2 How to Sort the Internal Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

8 Instant Messaging. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

8.1 How to Send an Instant Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

9 Attendant Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

9.1 How to Display Attendant Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

9.2 How to Sort Attendant Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

9.3 How to Automatically Assign Attendant Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

9.4 How to Assign a Subscriber to an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

9.5 How to Remove a Subscriber from an Attendant Button . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

9.6 How to Add a Tab with Attendant Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

9.7 How to Delete a Tab with Attendant Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

9.8 How to Change the Order of Tabs for Attendant Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

10 Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

10.1 How to Create Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

11 Presence Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

11.1 How to Change the Office Presence Status of a Subscriber . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

11.2 How to Change the Presence Status of a Subscriber to Office . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

12 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

12.1 How to Change the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76

12.2 How to Change the Language of the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

12.3 How to Change the Color of the User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

12.4 How to Define an Additional Phone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

12.5 How to Specify your E-Mail Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

12.6 How to Define an XMPP ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78

12.7 How to Provide your own Picture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

12.8 How to Delete your own Picture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

12.9 How to Customize the Display of Queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

12.10 How to Configure Screen Pops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

12.11 How to Enable or Disable Screen Pops to Accept a Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

12.12 How to Enable or Disable the Minimizing of myAgent on Ending a Call . . . . . . . . . . . . . . . . . . . . . . . . . 81

12.13 How to Enable or Disable the Display of the myAgent Main Window on Ending a Call. . . . . . . . . . . . . . 82

12.14 How to Set the Display Position of the Screen Pop for Missed Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

12.15 How to Enable or Disable Dialing by Entering a Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

12.16 How to Activate or Deactivate a Global Hotkey . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

12.17 How to Configure a Hotkey for the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

12.18 How to Reset Hotkeys for the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

12.19 How to Start the WBM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

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Contents

13 Appendix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

13.1 Agent Functions Independent of the Authorization Level . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

13.2 Notes on Using myAgent and UC Suite Clients Simultaneously . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

13.3 Notes on the Use of DECT Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

13.4 Restrictions on Using System Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

13.5 Call Number Formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

6

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About this Documentation

Types of Topics

1 About this Documentation

This section contains some introductory information on this documentation.

Related Topics

1.1 Types of Topics

The types of topics include concepts and operating instructions.

Type of topic

Concept

Operating instructions

Contents Title

Explains the "What". without a verb as in

"Queue Details" or with a gerund as in Displaying

the Queue Details.

Describe task-oriented application cases – i.e., the "How" – and assumes familiarity with the associated concepts.

Starts with "How to" followed by a verb, e.g.,

How to Display Queue

Details.

Related Topics

1.2 Display Conventions

This documentation uses a variety of methods to present different types of information.

Type of information

User Interface Elements

Menu sequence

Special emphasis

Cross-reference text

Bold

>

Bold

Italics

Presentation

Output

Input

Key combination

Related Topics

Monospace font, e.g.,

Courier

Monospace font, e.g.,

Courier

Monospace font, e.g.,

Courier

Example

Click on OK.

File > Exit

Do not delete Name.

You will find more information in the topicNetwork.

Command not found.

Enter LOCAL as the file name.

<Ctrl>+<Alt>+<Esc>

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8

Introduction

myAgent

2 Introduction

This document is intended for the users of myAgent and describes its installation, configuration and operation.

Related Topics

2.1 myAgent

myAgent is a convenient application for the distribution and handling of calls, faxes and e-mails to and by the agents of a Contact Center. myAgent provides the following features:

Processing of

Make Call

Faxes

E-mails

Callback function for agents

Displaying and changing the agent status

Displaying and changing the presence status of internal subscribers of the communication system

Real-time presentation of queues

Recording of calls, if activated in the communication system

Request for assistance through

Silent monitoring of calls (depending on country)

Overriding calls

Instant Messaging

Integration of the internal directory, external directory and the external offline directory (LDAP) for searches by name

Creation of reports based on predefined report templates

Depending on the authorization level assigned to a Contact Center agent, either a standard set of functions (agent) or an advanced set of functions (Supervisor or

Administrator) is available to the agents in myAgent (see

Agent Functions

Independent of the Authorization Level

).

Related Topics

2.2 User Interface Elements

The user interface of myAgent consists of the main window with different symbols and lists.

The main window consists of the following elements:

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Introduction

User Interface Elements

2

4

5

6

the area Telephony (1) with

a drop-down list for call numbers The drop-down list contains up to ten previously dialed numbers and serves as an input field for numbers to be dialed or names to be found.

the following symbols:

Symbol Function

Answer, Hang up or Dial (situation-based)

Search (situation-based)

Transfer

Place call on hold

Record

Toolbar (2) with the following symbols:

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Introduction

User Interface Elements

10

Symbol Function

Login

Logout

Available

Wrap up

Break

Assistance

Internal directory

Search

Caller list

Reports (only for agents with the Supervisor or

Administrator authorization level)

Setup

Admin (only for agents with the Supervisor or

Administrator authorization level)

Help

Agent Binding List (3): Shows the assignment of agents to queues as well as the current agent status.

List of Contact Center Calls (4):

Shows detailed information on the current calls, faxes and e-mails.

Display areas for Attendant buttons, wallboard, Grade of Service graph or

Average Times graph (5) (switchable by clicking on the respective header):

– Attendant Buttons

Provides buttons for fast access to internal subscribers.

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User Interface Elements

– Wallboard

Shows call, fax and e-mail statistics for the current day in tabular form.

Grade of Service graph

Shows call, fax and e-mail statistics for the current day in graphical form.

Average Times graph

Shows statistical details on the waiting times and talk/reading times for the queued calls, faxes and e-mails on the current day in a graphical chart.

Status bar (6), with information on

the status of the connection to the application server

the user name

the software version of myAgent

the time

Tooltips

Tooltips are tiny windows in which myAgent displays more information on certain objects of the graphical user interface such as icons, for example. A tool tip appears when you let the mouse pointer hover over the corresponding object for some time.

Related Topics

Related Topics

Call Processing

Call Functions

Attendant Buttons

Call Functions

Attendant Buttons

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Installing and Starting myAgent

How to Install myAgent

3 Installing and Starting myAgent

This section provides you with details on the procedures for installing and starting myAgent and for updates and upgrades.

Related Topics

3.1 How to Install myAgent

NOTICE: Please make sure that you refer to the current notes in the ReadMe first file, which is located in the storage directory of the install files.

Prerequisites

The install file CommunicationsClients.exe is available to you.

INFO: Please make sure that you refer to the notes in the

ReadMe first

file.

Step by Step

1) Run the CommunicationsClients.exe install file.

2) If the User Account Control window appears with the message An unidentified program wants access to your computer

, click

Allow.

3) Click Next.

4) Select the installation directory and click Next.

5) Activate the radio button Custom and click Next.

6) Select the myAgent feature to install it and click Next.

7) Follow the instructions of the installation program.

Related Topics

Related Topics

How to Start myAgent

How to Uninstall myAgent

3.2 How to Start myAgent

Prerequisites

myAgent is installed on your PC.

You are configured as an Agent in the communication system.

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Installing and Starting myAgent

How to Start myAgent

Step by Step

1) Click Start > Program Files > Communication Clients > myAgent. You will then be presented with the login screen.

2) Enter your user name in the Login Name field. This is usually your call number. If you have any questions, please contact the administrator of your communication system.

3) Enter your password, which must consist of only digits, in the Password field.

The default password when logging in for the first time is 1234. If you have any questions, please contact the administrator of your communication system.

NOTICE: If the wrong password is entered five times, access to all Contact Center and UC Suite clients will be locked. Unlocking is only possible by the administrator of your communication system.

4) If you want to use myAgent with an automatic login in the future, enable the

Save Password check box.

NOTICE: You should use the automatic login only if you are certain that no-one else has access to your Windows user account. Otherwise, unauthorized users could, for example, potentially access your voicemails and fax messages or redirect your station number to external toll-based destinations.

5) Enter the IP address of your application server in the Server Address field.

6) Click Login.

INFO: When you start myAgent for the first time, you will be asked to change the password. This prompt is not displayed if you have already changed the password via myAttendant, myPortal for Desktop, myPortal for Outlook or via the phone menu of the voicemail box.

Enter your current password in the Old password field (the default password when logging in for the first time is 1234).

Enter your new password, which must consist of only digits and include at least six digits, in the New password and Confirm

password fields.

The password applies to myAgent, myReports, myAttendant, myPortal for Desktop, myPortal for Mobile, myPortal for

OpenStage, myPortal for Outlook and Fax Printer as well as phone access to your voicemail box.

Next steps

Log into the queue(s) to be available for calls, faxes and e-mails.

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Installing and Starting myAgent

How to Uninstall myAgent

Related Topics

Related Topics

How to Install myAgent

How to Log into a Queue

3.3 How to Uninstall myAgent

Step by Step

1) Close myAgent.

INFO: Please make sure that you refer to the notes in the

ReadMe first

file.

2) Select one of the following options:

Windows XP: Double-click in the Control Panel on Software.

Click on the CommunicationsClients item and then on Edit.

Windows Vista: Double-click in the Control Panel on Programs and

Features.

Click on Edit in the context menu of the CommunicationsClients entry.

Windows 7: Click in the Control Panel on Programs.

Click on Programs and Features.

Click on Edit in the context menu of the CommunicationsClients entry.

3) Activate the radio button Modify and click Next.

4) Select the myAgent feature to uninstall it and click Next.

5) Follow the instructions of the uninstallation program.

Related Topics

If a message about deleting shared files appears, click on No to all.

Related Topics

How to Install myAgent

3.4 Automatic Updates

Automatic updates ensure that myAgent is always kept up-to-date with the latest version.

If myAgent determines that there is a newer version than the one currently running, a corresponding message will be displayed. The automatic update is performed on exiting myAgent.

Related Topics

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Installing and Starting myAgent

Automatic Updates

3.4.1 How to Perform Automatic Updates

Prerequisites

You have received a message such as: Client update available.

Please wait while the update is done. Please close the following programs to continue the update: [...].

Step by Step

Close the named programs.

Next steps

Restart myAgent after the automatic update.

Related Topics

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First Steps

How to Select the User Interface Language

4 First Steps

The First Steps describe the recommended actions to be taken right at the beginning.

Select the language

Select the language of the user interface of myAgent.

Logging into Queues

Log into the queue(s) to be available for calls, faxes and e-mails.

Custom Configuration

You can configure myAgent to suit your requirements, e.g., to customize its behavior for calls. For details on the various configuration options, see

Configuration

.

Related Topics

4.1 How to Select the User Interface Language

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Appearance.

3) Select the desired language in the Language drop-down list.

4) Click OK.

Next steps

Close and restart myAgent.

Related Topics

4.2 How to Log into a Queue

Step by Step

1) Click on Login in the tool bar.

2) In the Extension drop-down list, select the station number of the phone you intend to use as an agent and click OK.

INFO: If you are logged into another application in addition to myAgent, you can log into a queue only with the phone number with which you logged into myAgent (own extension).

Related Topics

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Functions for Agents with the Authorization Level of an Agent

Queues

5 Functions for Agents with the Authorization Level of an

Agent

A number of convenient functions for handling calls, faxes and e-mails are offered to Contact Center agents with the Agent authorization level via the Contact Center client myAgent.

Related Topics

5.1 Queues

A queue lines up incoming calls, faxes and e-mails sequentially based on their time of arrival and distributes them to available agents.

An incoming call, fax or e-mail to a queue is normally forwarded to the agent whose last call lies furthest in the past. It is also possible to define other distribution rules (based on the different skill levels of agents, for example). If all agents are busy, any additional calls, faxes and e-mails are placed in the queue and then distributed to the next free agent based on their priority and the waiting time.

Statistical information

The Wallboard and the Grade of Service and Average Times graphs provide statistical information on queues. Agents with the agent authorization level can retrieve information on the queues to which they are assigned.

Related Topics

5.1.1 How to Log into a Queue

Step by Step

1) Click on Login in the tool bar.

2) In the Extension drop-down list, select the station number of the phone you intend to use as an agent and click OK.

Related Topics

Related Topics

How to Start myAgent

5.1.2 How to Log out from a Queue

Step by Step

Select one of the following options:

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Functions for Agents with the Authorization Level of an Agent

List of Contact Center Calls

If you are not conducting a call at present and are not receiving a contact center call, click on Log Out in the tool bar.

If you are conducting a call at present or receiving a contact center call, close myAgent.

INFO: Any pending contact center call for you will be returned to the queue when you close myAgent.

Related Topics

5.2 List of Contact Center Calls

The List of Contact Center Calls shows details on the current calls, faxes and e-mails in real time.

As an agent with the Agent authorization level, you can see the calls, faxes and e-mails of every queue to which you are currently assigned. As an agent with authorization level of a Supervisor or Administrator, you can see the calls, faxes and e-mails of all queues. The following information is displayed:

• Call ID

A unique number identifying a call, fax or e-mail. It is increased by one with every call, fax and e-mail.

• Call status

For a call: shows whether the caller is still waiting or on the phone

(talking).

For a fax or e-mail: shows whether the fax or e-mail has already been read.

• Queue

• Q-Pos

Position in the queue

• Wait time

Time spent waiting, in seconds

• Talk

For a call: Time spent talking, in seconds

For a fax or e-mail: time spent, in seconds, from the opening of the fax or e-mail until the screen pop is closed

• Pickup

For a call: time spent, in seconds, from the first ring at this agent until acceptance

For a fax: time spent, in seconds, from the time the fax was placed in the queue until it is accepted by an agent

For an e-mail: time spent, in seconds, from the time the e-mail was placed in the queue until it is answered by an agent

• Callno

For a call: phone number of the caller, if transmitted

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Call Processing

For a fax or e-mail: fax number or e-mail address of the sender, if transmitted

• Last Name

For a call: Last Name of the caller, if available with the phone number in the external directory

For a fax or e-mail: Last Name of the sender, if available with the fax number or e-mail address in the external directory

• First Name

For a call: First Name of the caller, if available with the phone number in the external directory

For a fax or e-mail: First Name of the sender, if available with the fax number or e-mail address in the external directory

• Company Name

For a call: company name of the caller, if available with the phone number in the external directory

For a fax or e-mail: company name of the caller, if available with the fax number or e-mail address in the external directory

The List of Call Center Calls can be sorted.

Calls and e-mails for which the waiting time in the queue has exceeded the alarm threshold value are displayed in the List of Contact Center Calls in red.

Related Topics

5.3 Call Processing

You can use myAgent to answer a call, to enter or look up information on the caller, and to assign a call to a specific category (e.g., Orders, Claims, Service, etc.) after completing the call.

During call processing you can

Add contact details for a caller:

You can save the following contact details for a caller for calls with a transmitted call number: Title, First Name, Last Name and Company. These details are saved in the external directory and subsequently displayed in the myAgent Inbound Call screen pop for calls from the same number as soon as the external directory has been updated in the client. In this case, the caller's phone number is assigned and set as the Business 1 phone.

View information on the current caller or save details yourself for future calls:

This information includes the following details: Type (Warning, Question,

Information), Date / Time, Agent and Message.

View the call history:

The calls history shows details on all previous calls of the same caller with

Date / Time, Queue, Agent / Status and Phone No.. The type of call is represented by a symbol (inbound call, recorded call, etc.).

Perform a wrapup:

During the wrapup, you can assign incoming calls to a specific category (e.g.,

Orders, Claims, Service, etc.). The assignment is made after completing the call (during the wrapup period) by selecting a wrapup reason. An agent with

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Functions for Agents with the Authorization Level of an Agent

Call Processing the Supervisor or Administrator authorization level can define the wrapup reasons intended for a queue in the WBM and organize them into groups.

When doing so, he or she also defines whether the specification of a wrapup reason is mandatory. You can also specify multiple wrapup reasons for a call.

By evaluating the wrapup reasons, agents with the Supervisor or

Administrator authorization level, for example, track the success of a promotion.

The primary aids for processing calls are the myAgent Inbound Call screen pop and the List of Contact Center Calls.

Screen Pop for Calls

When an inbound call reaches an agent, the screen pop opens automatically for that agent, provided an agent with the Supervisor or Administrator authorization level has configured this feature in the WBM. In addition, the agent can also open the screen pop for previous calls in the caller list. The screen pop of a myAgent inbound call contains the following items for processing calls in addition to the buttons for call functions:

Information on the call:

Queue, Call number of the caller (if transmitted), Call ID and possibly a

Callback Number.

Fields for contact details

Call Information from agents about previous calls from the same caller

Play button

Assistance button

Wrapup button

Call History

Related Topics

Related Topics

User Interface Elements

Call Functions

5.3.1 How to Answer a Call

Step by Step

Select one of the following options:

Click on Answer in the screen pop of the incoming myAgent call.

Related Topics

Click on Answer in the Telephony area of the myAgent main window.

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Functions for Agents with the Authorization Level of an Agent

Call Processing

5.3.2 How to Add Contact Details of the Current Caller

Step by Step

1) Click on Caller Information in the screen pop of the incoming myAgent call.

2) Enter the Title, First Name, Last Name and Company and then click Save.

Related Topics

5.3.3 How to Add Information on the Current Caller

Step by Step

1) Click on Caller Information in the screen pop of the incoming myAgent call.

2) Click Add.

3) Select the desired type from the Message type drop-down list. The following options are available: Warning, Question and Note.

4) Enter the desired text in the Message field and then click OK.

Related Topics

5.3.4 How to Edit Information on the Current Caller

Step by Step

1) Click on Caller Information in the screen pop of the incoming myAgent call.

2) Click on the desired item in the list of information and then on Edit.

3) Select the desired type from the Message type drop-down list. The following options are available: Warning, Question and Note.

4) Enter the desired text in the Message field and then click OK.

Related Topics

5.3.5 How to Display the History of the Current Caller

Step by Step

Click on History in the screen pop of the incoming myAgent call.

Related Topics

5.3.6 How to Complete a Call

Step by Step

1) Select one of the following options:

Click on Hang Up in the screen pop of the incoming myAgent call.

Click on Hang Up in the Telephony area of the myAgent main window.

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Functions for Agents with the Authorization Level of an Agent

Fax and E-mail Processing

2) If relevant, enter a wrapup reason; see

How to Specify a Wrapup Reason

.

3) Click on Close to close the screen pop of the incoming myAgent call.

Related Topics

5.3.7 How to Specify a Wrapup Reason

Prerequisites

Simple wrapup or multiple wrapup has been enabled for the relevant queue.

Step by Step

1) Select one of the following options:

Click on Wrap up in the screen pop of the incoming myAgent call.

Click on Wrap up in the Telephony area of the myAgent main window.

2) Select one of the following options:

If

Multiple wrapup has been enabled for the relevant queue.

Then

Simple wrapup is enabled for the relevant queue.

Select the check box for the desired wrap up reason.

Click on the desired group of wrapup reasons.

Select the check box(es) for the desired wrapup reason(s).

If you want specify a wrapup reason of another group, repeat the two steps.

3) Click OK.

Related Topics

5.3.8 How to Become Available Again after a Missed Call

Step by Step

Click in the Missed Call screen pop on OK.

Related Topics

5.4 Fax and E-mail Processing

You can use myAgent to receive e-mails and faxes and to assign them to specific categories (orders, complaints, service, etc.).

When processing faxes and e-mails, you can

View the history

All previous faxes and e-mails from the same sender are displayed with the

Date / Time and Subject.

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Perform a wrapup:

During the wrapup, you can assign the received faxes and e-mails to specific categories (orders, complaints, service, etc.). The assignment is made during the wrapup period by selecting a wrapup reason. An agent with the

Supervisor or Administrator authorization level can define the wrapup reasons intended for a queue in the WBM and organize them into groups.

When doing so, he or she also defines whether the specification of a wrapup reason is mandatory. You can specify multiple wrapup reasons for received faxes and e-mails. By evaluating the wrapup reasons, agents with the

Supervisor or Administrator authorization level, for example, track the success of a promotion.

Flag a fax or e-mail for follow-up.

You can set a time after which the fax or the e-mail will be delivered to you again.

The primary aids for processing faxes and e-mails are the Inbound Fax and

Received Email screen pops and the List of Contact Center Calls.

Screen Pop for Faxes

When an inbound fax reaches an agent, the Inbound Fax screen pop opens automatically for that agent, provided an agent with the Supervisor or

Administrator authorization level has configured this feature in the WBM. The

Inbound Fax screen pop contains the following items for processing faxes:

Information on the fax:

Queue, Phone number of sender (if transmitted), Date / Time, CC

(additional recipients of the fax, if any) and Subject.

Wrapup button

Dial button

Reschedule button

Answer

Reply

History

The contents of the fax is displayed on the screen as a PDF or TIFF file. Your administrator can configure whether the fax message is stored as a PDF or a TIFF file on a is stored basis (not possible with OpenScape Office).

Screen Pops for E-mails

When an inbound call reaches an agent, the Received Email screen pop opens automatically for that agent, provided an agent with the Supervisor or

Administrator authorization level has configured this feature in the WBM. The

Received Email screen pop contains the following items for processing e-mails:

Information on the e-mail:

Queue, From (e-mail address of the sender), Date / Time, CC (additional recipients of the e-mail, if any) and Subject.

E-mail text

Attachments

Wrapup button

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Fax and E-mail Processing

Dial button

Reschedule button

Answer

Reply

History

Related Topics

5.4.1 How to Accept a Fax

Step by Step

Click on Answer in the screen pop of the received fax.

Related Topics

The contents of the fax is displayed on the screen as a PDF or TIFF file.

5.4.2 How to Accept an E-mail

Step by Step

Click in the Received Email screen pop on Answer.

Related Topics

5.4.3 How to Reply to a Fax

Step by Step

Click in the Inbound Fax screen pop on Reply.

Related Topics

5.4.4 How to Reply to an E-mail

Step by Step

Click in the Received Email screen pop on Reply.

Related Topics

5.4.5 How to Complete a Fax

Prerequisites

You have finished processing the fax.

Step by Step

1) Select the check box This fax is completed in the screen pop of the fax.

2) Click Close.

Related Topics

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5.4.6 How to Complete an E-mail

Prerequisites

You have finished processing the e-mail.

Step by Step

1) Select the check box This e-mail is completed in the screen pop of the email.

2) Click Close.

Related Topics

5.4.7 How to Flag a Fax for Follow-Up

Prerequisites

You have accepted the fax, but not finished processing it as yet.

Step by Step

1) Click on Reschedule in the screen pop of the fax.

2) Select the desired Date and the desired Time and click on OK.

3) Click Close.

Related Topics

5.4.8 How to Flag an E-mail for Follow-Up

Prerequisites

You have accepted the e-mail, but not finished processing it as yet.

Step by Step

1) Click in the e-mail screen pop on Reschedule.

2) Select the desired Date and the desired Time and click on OK.

3) Click Close.

Related Topics

5.4.9 How to Display the History of the Current Fax Sender

Step by Step

Click in the Inbound Fax screen pop on History.

Related Topics

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5.4.10 How to Display the History of the Current E-mail Sender

Step by Step

Click in the Received Email screen pop on History.

Related Topics

5.4.11 How Specify a Wrapup Reason for a Fax

Prerequisites

Simple wrapup or multiple wrapup has been enabled for the relevant queue.

Step by Step

1) Click in the Inbound Fax screen pop on Wrap up.

2) Select one of the following options:

If Then

Simple wrapup is enabled for the relevant queue.

Select the check box for the desired wrap up reason.

Click on the desired group of wrapup reasons. Multiple wrapup has been enabled for the relevant queue.

Select the check box(es) for the desired wrapup reason(s).

If you want specify a wrapup reason of another group, repeat the two steps.

3) Click OK.

Related Topics

5.4.12 How to Specify a Wrapup Reason for an E-mail

Prerequisites

Simple wrapup or multiple wrapup has been enabled for the relevant queue.

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Wrapup time

Step by Step

1) Click in the Received Email screen pop on Wrap up.

2) Select one of the following options:

If

Multiple wrapup has been enabled for the relevant queue.

Then

Simple wrapup is enabled for the relevant queue.

Select the check box for the desired wrap up reason.

Click on the desired group of wrapup reasons.

Select the check box(es) for the desired wrapup reason(s).

If you want specify a wrapup reason of another group, repeat the two steps.

3) Click OK.

Related Topics

5.5 Wrapup time

The wrapup time enables you to finish any administrative tasks that may be required after completing a call or reading a fax or e-mail before you receive the next call, fax or e-mail.

On ending a call (fax or e-mail) and closing the associated screen pop, you are automatically in the default wrapup time. After this time period expires, you automatically return to the logged in state. You can optionally extend the wrapup time, more than once if needed. In order to be available for new calls, faxes and e-mails again, you must first terminate the ongoing wrapup time or wait for it to expire.

Related Topics

5.5.1 How to Extend the Wrapup Time

Step by Step

Click on Wrap up in the tool bar.

INFO: If required, you can repeat the step to obtain additional wrapup time.

Related Topics

The wrapup time set for you in this queue is restarted.

5.5.2 How to End the Wrapup Time

Step by Step

Click on Available in the tool bar.

Related Topics

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Agent Callback

5.6 Agent Callback

Agent callback enables a caller in the queue to leave a voicemail (callback request) for agents. The voicemail retains the position of the original caller in the queue. As soon as an appropriate agent becomes free, that agent receives a call, hears the voicemail left by the caller, and can then call back that caller.

If the agent reaches the caller, he or she can flag the callback as completed. If the caller cannot be reached, the agent can schedule a timed reminder for the callback to be repeated. At the time of execution, it is placed back in the associated queue.

In order for an agent to receive callbacks, this feature must be enabled in his or her agent assignment.

If a preferred agent has been set for a caller, an attempt is first made to route the callback requests of that caller to the preferred agent. If the preferred agent is not available, the callback request is forwarded to any available agent.

Related Topics

5.6.1 How to Execute a Callback

Prerequisites

You have accepted the callback call and listened to the message of the caller.

Step by Step

Click on Dial, followed by Dial.

Related Topics

5.6.2 How to Close a Callback

Prerequisites

You have called back and reached the caller.

Step by Step

1) Click on Hang Up in the screen pop of the call.

2) If relevant, enter a wrapup reason; see

How to Specify a Wrapup Reason

.

3) Select the check box This call is completed.

4) Click Close.

Related Topics

5.6.3 How to Reschedule a Callback

Prerequisites

You have called back the caller, but not yet reached him or her.

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Recording Calls and Requesting Assistance

Step by Step

1) Click on Hang Up in the screen pop of the call.

2) Click Reschedule.

3) Select the desired Date and the desired Time and click on OK.

4) Click Close.

Related Topics

5.7 Recording Calls and Requesting Assistance

You can optionally record calls and also request assistance from an agent with the Supervisor or Administrator authorization level through silent monitoring or an override if required.

Recording a Call

During the recording, an alert tone (beep) is played and repeated at regular intervals. If the communication system is configured for France, for example, the parties receive an announcement at the start of the recording to indicate that the call is being recorded. On completion of the recording, it is added to the caller list of the recording agent.

Assistance

During a call, you can request assistance from an agent with the Supervisor or

Administrator authorization level. When doing so, you can specify the reason and the type of assistance you require: Instant Messaging, Silent Monitoring or

Override. You can indicate the urgency of your request to the Supervisor or

Administrator by selecting the desired response time.

Related Topics

5.7.1 How to Record Calls as an Agent with the Agent Authorization Level

Prerequisites

Live recording is enabled in the communication system.

You have accepted a call.

Step by Step

1) Select one of the following options:

Click on Record in the screen pop of the incoming myAgent call.

Click on Record in the Telephony area of the myAgent main window.

2) If you want to stop the recording before the call ends, select one of the following options:

Click on Stop in the screen pop of the incoming myAgent call.

Click on Stop in the Telephony area of the myAgent main window.

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Recording Calls and Requesting Assistance

Related Topics

Related Topics

How to Listen to the Recording of a Caller from the Caller List

5.7.2 How to Request Assistance from Agents with the Supervisor or

Administrator Authorization Level

Prerequisites

You have accepted a call.

Step by Step

1) Click on Assistance in the toolbar.

2) In the Request Assistance window, click on Request will time out after … and then on an entry that matches the urgency of your request.

This indicates that an agent with the Supervisor or Administrator authorization level should respond to your request for assistance within the selected time period.

3) Click Monitor This Call and select one of the following options for your call:

a) If you want assistance via Instant Messaging, click on Text Assistance

Requested.

b) If you want assistance through an override by an agent with Supervisor or

Administrator authorization level, click on Intrude On Call.

c) If you want assistance through silent monitoring by an agent with

Supervisor or Administrator authorization level, click on Monitor This

Call.

4) Enter your reason for the request in the input field for the instant message and then click OK.

INFO: If you want to terminate your request for assistance prematurely, click on Stop followed by Close.

If your request for assistance is not accepted within the selected time period, you can initiate a new request by clicking on

Request.

5) After you have received the message ... has accepted your request for assistance

, you can exchange further instant messages with the

Supervisor or Administrator by entering your instant message in the bottom field of the window and clicking Send.

Related Topics

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Call Functions

5.8 Call Functions

You can use myAgent to make calls, place calls on hold or transfer calls.

You can usually perform call functions in the myAgent Inbound Call screen pop as well as the Telephony area of the myAgent main window.

Placing a Call on Hold

The party placed on hold hears Music On Hold or an announcement until you resume the call.

Transferring a Call

You can configure the following methods for transferring a call to an agent, a queue or a subscriber:

Blind transfer (also called an unscreened transfer):

You can transfer the call without an answer from the subscriber at the destination of the transfer.

Supervised transfer (consultation transfer):

You have the following options:

The subscriber at the transfer destination answers and accepts the call.

In the window with the prompt: Does the other party wish to accept this call?

, click OK.

Transferring a Call to a Queue or Agent

The agent who answers the call can read and edit the information for the current caller, and can also perform the wrapup.

Picking up a Call

It is possible to pick up a call that is signaled at another agent. For example, if agents leave their desk without changing their status (Break, etc.).

Related Topics

Related Topics

User Interface Elements

User Interface Elements

Call Processing

Caller list

5.8.1 How to Initiate a Call Manually

Step by Step

1) Select one of the following options:

Enter the phone number in dialable format or in canonical format in the drop-down list for phone numbers.

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Call Functions

Enter the first few letters of a name (at least 3 characters) in the dropdown list for phone numbers. All names starting with the entered letters are displayed in a list. Select the desired name.

Select a phone number or a name from the drop-down list for phone numbers.

2) Click on Dial or press the Enter key.

Related Topics

Related Topics

Call Number Formats

5.8.2 How to Make a Call from the Caller List

Prerequisites

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Click on the desired call in the Caller list.

2) Click on Phone in the context menu of this call and select the desired phone number.

Related Topics

Related Topics

How to Display the Caller List

5.8.3 How to Make a Call from the Internal Directory

Step by Step

1) Click on Internal Directory.

2) Select one of the following options:

Double-click in the relevant directory entry on the desired station number.

Related Topics

Click in the context menu of the relevant directory entry on the desired station number.

5.8.4 How to Make a Call with an Attendant Button

Prerequisites

The Attendant Buttons are displayed; see

How to Display Attendant Buttons

.

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Step by Step

Click on the relevant Attendant button.

Related Topics

Related Topics

Attendant Buttons

5.8.5 How to Place a Call on Hold

Step by Step

1) Select one of the following options:

Click on Hold in the screen pop of the incoming myAgent call.

Click on Hold in the Telephony area of the myAgent main window.

2) When you want to resume the call, you have the following options:

Click on Reconnect in the screen pop of the incoming myAgent call.

Related Topics

Click on Reconnect in the Telephony area of the myAgent main window.

5.8.6 How to Configure the Transfer Method

Step by Step

1) Click Setup.

2) Click on My Preferences > Miscellaneous.

3) Select one of the following options in the Transfer Method drop-down list:

If you want to use a blind (i.e., unscreened) transfer, select Blind

Transfer.

If you want to use a consultation (i.e., screened) transfer, select

Consultation Transfer.

4) Click OK.

Related Topics

5.8.7 How to Transfer a Call

Prerequisites

You have accepted a call.

Step by Step

1) Select one of the following options:

Click on Transfer in the screen pop of the incoming myAgent call.

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Call Functions

Click on Transfer in the Telephony area of the myAgent main window.

2) In the screen pop, click Transfer on the Users tab.

3) Select the Display only agents check box.

4) Click on the desired agent and then on Transfer.

5) If you receive a screen pop with the prompt: Does the other party wish to accept this call?

, click Yes.

6) Click Close.

The agent who answers the call can read and edit the information for the current caller, and can also perform the wrapup.

Related Topics

5.8.8 How to Transfer a Call to a Queue

Prerequisites

You have accepted a call.

Step by Step

1) Select one of the following options:

Click on Transfer in the screen pop of the incoming myAgent call.

Click on Transfer in the Telephony area of the myAgent main window.

2) In the screen pop, click Transfer on the Queues tab.

3) Click on the desired queue and then on Transfer.

4) If you receive a screen pop with the prompt: Does the other party wish to accept this call?

, click Yes.

5) Click Close.

The agent who answers the call can read and edit the information for the current caller, and can also perform the wrapup.

Related Topics

5.8.9 How to Transfer a Call to a Subscriber

Prerequisites

You have accepted a call.

Step by Step

1) Select one of the following options:

Click on Transfer in the screen pop of the incoming myAgent call.

Click on Transfer in the Telephony area of the myAgent main window.

2) Select one of the following options in the Transfer screen pop:

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Click on the Users tab. Clear the Display only agents check box. Click on the desired station and then on Transfer.

Enter the call number of the desired subscriber in the Destination field and then click Transfer.

3) If you receive a screen pop with the prompt: Does the other party wish to accept this call?

, click Yes.

4) Click Close.

INFO: After the transfer, the call is no longer treated as a Contact

Center call.

Related Topics

5.8.10 How to Transfer a Call with an Attendant Button

Prerequisites

You have accepted a call.

The Attendant Buttons are displayed; see How to Display Attendant Buttons .

Step by Step

1) Click on the Attendant button of the desired subscriber.

2) If you receive a screen pop with the prompt: Does the other party wish to accept this call?

, click Yes.

INFO: After the transfer, the call is no longer treated as a Contact

Center call.

Related Topics

Related Topics

Attendant Buttons

5.8.11 How to Pick up a Call for an Agent

Step by Step

1) Click on Internal directory in the tool bar.

2) Select the Display only agents check box.

3) Click on Call Pickup in the context menu of the agent for whom the call is signaled.

Related Topics

After taking the call, you can read and edit the information for the current caller and also perform the wrap-up.

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Caller list

5.8.12 How to Accept a Call with an Attendant Button

Prerequisites

The Attendant Buttons are displayed; see

How to Display Attendant Buttons

.

The call is signaled at an agent for whom you have assigned an Attendant button.

Step by Step

Click on Call Pickup in the context menu of the Attendant button.

Related Topics

After taking the call, you can read and edit the information for the current caller and also perform the wrap-up.

Related Topics

Attendant Buttons

5.9 Caller list

The caller list shows details on the previous calls, faxes and e-mails. If desired, you can filter these calls by time period, queue, agent and other criteria. it is also possible to group the entries by type, date, queue and agent, for example. You can search the caller list by first name, last name and company name.

For each call, fax and e-mail, the caller list contains the following information:

Type of call (symbol)

Symbol Type of call

Inbound call

Callback

Recorded call

Fax

E-mail

• Call ID

Starts with 1 and is incremented by 1 for each new call, fax and e-mail.

• Date / Time

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Caller list

• Queue

Agent / State (call number of agent / status of call, fax or e-mail, e.g., abandoned call)

• Q-Time

• Talk

• Pickup

Phone Number of the caller or fax number/e-mail address of the sender

Title of the caller or sender

Last Name of the caller or sender

First Name of the caller or sender

Company Name of the caller or sender

• Customer ID

• Call Complete

Scheduled

For each call in the caller list, there is also a Calls History with the following information on the previous calls of the same caller:

Type of call (symbol)

• Call ID

• Date / Time

• Queue

Agent / State (call number of agent / status of call, fax or e-mail, e.g., abandoned call)

The Phone Number of the caller

For each fax and e-mail in the caller list, there is also a call history with the following information on the previous faxes and e-mails of the same sender:

Type of call (symbol)

Date / Time

Subject

Related Topics

Related Topics

Call Functions

5.9.1 How to Display the Caller List

Step by Step

1) Click on Caller list in the tool bar.

2) Select the desired time period in the Start Date, Start Time, End Date and

End Time drop-down lists.

3) Select the desired queue or All in the Queue drop-down list.

4) Select the desired agent or All in the Agent drop-down list.

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Caller list

5) In the Group By drop-down list, select whether the entries should be grouped, and if so, by which criterion.

6) Select one of the following options for inbound calls:

If you want to display your inbound calls, select the Inbound Calls check box.

If you do not want to display your inbound calls, clear the Inbound Calls check box.

7) Select one of the following options for e-mails:

If you want to display e-mails, select the Email Calls check box.

If you do not want to display any e-mails, clear the Email Calls check box.

8) Select one of the following options for callback faxes:

If you want to display faxes, select the Fax Calls check box.

If you do not want to display faxes, clear the Fax Calls check box.

9) Select one of the following options for callback calls:

If you want to display your callback calls, select the Callback Calls check box.

If you do not want to display your callback calls, clear the Callback Calls check box.

10) Select one of the following options for completed calls:

If you want to display your completed calls, select the Completed check box.

If you do not want to display your completed calls, clear the Completed check box.

11) Select one of the following options for incomplete calls:

If you want to display your incomplete calls, select the Incomplete check box.

If you do not want to display your incomplete calls, clear the Incomplete check box.

12) Select one of the following options for scheduled calls:

If you want to display only scheduled calls, select the Scheduled Calls

Only check box.

If you do not want to display scheduled calls, clear the Scheduled Calls

Only check box.

13) If you want to sort the caller list in alphanumeric ascending order, click on the title of the corresponding column. Click again to sort in descending order.

Related Topics

Related Topics

How to Make a Call from the Caller List

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Caller list

5.9.2 How to Display the History of a Caller in the Caller List

Prerequisites

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Double-click on the desired call in the caller list.

2) Click on History in the screen pop.

Related Topics

5.9.3 How to Display the History of a Fax Sender from the Caller List

Prerequisites

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Double-click on the desired fax in the caller list.

2) Click on History in the screen pop.

Related Topics

5.9.4 How to Display the History of an E-mail Sender from the Caller List

Prerequisites

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Double-click on the desired e-mail in the caller list.

2) Click on History in the screen pop.

Related Topics

5.9.5 How to Listen to the Recording of a Caller from the Caller List

Prerequisites

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Click on the desired call in the Caller list.

2) Click on Play in the context menu of this call and select one of the following options:

If you want to listen to the recording through the speakers of your PC, click on Play through speakers.

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Break

Related Topics

If you want to listen to the recording through the handset of your telephone, click on Play through phone.

Related Topics

How to Record Calls as an Agent with the Agent Authorization Level

Recording Calls as an Agent with the Supervisor or Administrator

Authorization Level

5.10 Break

On starting a break, you specify the type and scheduled duration of your break.

In order to be available for calls faxes and e-mails again, you must end the current break.

The available types of breaks are defined in the WBM by an agent with the

Supervisor or Administrator authorization level.

Related Topics

5.10.1 How to Start a Break

Step by Step

1) Click on Break in the tool bar.

2) Select the desired type of break in the Select break type drop-down list.

3) Enter the desired duration of the break in minutes in the Duration field.

4) Click OK.

Next steps

End the break in myAgent before or when the break time expires.

Related Topics

5.10.2 How to End a Break

Step by Step

Click on Available in the tool bar.

Related Topics

5.11 Displaying Queue Details

The wallboard contains a table with statistical information on queues in real time for the current 24-hour period. The font size used for the display can be set.

As an agent with the Agent authorization level, you can see every queue to which you are currently assigned. As an agent with the authorization level of a

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Grade of Service

Supervisor or Administrator, you can see all queues as well as their total values.

The following values are displayed:

• Calls Queuing

Number der calls, faxes and e-mails

• Agents Logged In

Number of logged in agents

• Longest Call Queuing

Duration of ongoing wait time in seconds for the oldest call, fax or e-mail

• Longest Time in Idle State

Duration of time passed in seconds since receiving the last call, fax or e-mail

• Calls Answered Today

Total of answered calls and received faxes and e-mails today

• Abandoned Calls Today

Total of abandoned calls and e-mails today

• Total Calls

Total of answered calls, received faxes and e-mails, and abandoned calls and e-mails (not including the currently queued calls, faxes and e-mails).

Related Topics

5.11.1 How to Display Queue Details (Wallboard)

Step by Step

1) Click in the display area of the myAgent main window and select Wallboard.

2) If you want to change the font size, select one of the following options:

To increase the font size, click on the plus symbol at the top right.

Related Topics

To decrease the font size, click on the minus symbol at the top right.

5.12 Grade of Service

The Grade of Service shows a bar diagram in real time with statistical information on the quality of switching in the queues for the current 24-hour period.

As an agent with the authorization level of an agent, you can see every queue to which you are currently assigned. As an agent with the authorization level of a

Supervisor or Administrator, you can see all queues.

Agents with the Supervisor or Administrator authorization level can specify target values in the WBM for quality of switching in the queue. Quality assessments can then be made by comparing these target values with the actual waiting times for callers in the queue.

Related Topics

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Functions for Agents with the Authorization Level of an Agent

Average Times

5.12.1 How to Display the Grade of Service Graph

Step by Step

Click in the display area of the myAgent main window and select Grade Of

Service.

Related Topics

5.13 Average Times

The Average Times graph shows a bar diagram in real time with statistical information on waiting periods in queues and talk times for the current 24-hour period.

As an agent with the authorization level of an agent, you can see every queue to which you are currently assigned. As an agent with the authorization level of a

Supervisor or Administrator, you can see all queues. The following values are displayed:

Average time in queue (seconds)

Updated on completion of every new inbound call and every new inbound fax and e-mail received.

Average talk time (seconds)

Updated on completion of every new inbound call and every new inbound fax and e-mail received.

Related Topics

5.13.1 How to Display the Average Times Graph

Step by Step

Click in the display area of the myAgent main window and select Average

Times.

Related Topics

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Agent Assignment (Binding)

6 Functions for Agents with the Supervisor or

Administrator Authorization Level

An agent with the authorization level of a Supervisor or Administrator has elevated privileges. Besides the usual functions available to the agent authorization level, supervisors and administrators can access additional functions in myAgent. For example, one or more agents can be assigned to queues, removed from queues and also moved between queues. The agent assignment (binding) can be used to define the properties of an agent within a queue:

Related Topics

6.1 Agent Assignment (Binding)

The agent assignment (binding) defines the properties of an agent within a queue.

Agent Assignment (Binding)

An agent with the authorization level of a Supervisor or Administrator can assign agents to one or more queues, remove agents from queues or move agents between queues. In addition, he or she can define the following properties of agent assignments:

Primary Agent or Overflow Agent

Calls, faxes and e-mails are distributed uniformly to primary agents An overflow agent, by contrast, receives a call, fax or e-mail only when a specified number or specified waiting time for them is exceeded.

• Skill Level

Skill levels control the distribution of calls, faxes and e-mails to agents. Agents with higher skill levels are given precedence in the distribution. In cases where all agents have the same skill level, the longest idle agent receives the next call, fax or e-mail.

• Enable agent callback

Agent callback enables a caller in the queue to leave a voicemail for agents.

As soon as an appropriate agent becomes free, that agent receives a call, hears the voicemail left by the caller, and can then call back that caller.

• Wrap up

Duration of the default wrapup time in seconds. The wrapup time enables agents to finish any administrative tasks that may be required after completing a call or reading a fax or e-mail before they receive the next call, fax or e-mail.

• Overflow after seconds in queue

Calls, faxes and e-mails that exceed this waiting period are received by an overflow agent.

• Overflow after calls in queue

Calls, faxes and e-mails that exceed this maximum number are received by an overflow agent.

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Functions for Agents with the Supervisor or Administrator Authorization Level

Agent Assignment (Binding)

The Agent Binding List shows which agents are assigned to which queues. You can optionally select whether these assignments should be displayed for all queues or for certain queues only.

Agent Status

In the Agent Binding List, the symbol for an agent provides information on his or her status.

Symbol Status

Logged in, primary agent

The agent is logged into the queues and is a primary agent in this queue. Such agents can select and log in from any free phone to accept Contact Center calls.

Logged in, overflow agent

The agent is logged into the queues and is an overflow agent in this queue. Such agents can select and log in from any free phone to accept Contact Center calls.

Logged out, primary agent

The agent is not logged into the queues. In order to be available for calls, faxes and e-mails, he or she must first log into the queues.

Logged out, overflow agent

The agent is not logged into the queues. In order to be available for calls, faxes and e-mails, he or she must first log into the queues.

Inbound call (before the phone rings)

Available for calls, faxes and e-mails

X

X

Phone is ringing

Agent is calling

Agent is on the phone –

Post-processing after a call, fax or e-mail

After completing a call or reading a fax or e-mail, the agent still has the associated screen pop open. In order to be available for calls, faxes and e-mails again, the agent must close the screen pop.

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Agent Assignment (Binding)

Symbol Status

Overdue after call, fax or e-mail

After completing a call or reading a fax or e-mail, the agent has left the associated screen pop open for too long. In order to be available for calls, faxes and e-mails again, the agent must close the screen pop.

Wrapup time, with indication or remaining time (in seconds)

On ending a call (fax or e-mail) and closing the associated screen pop, the agent is automatically in the default wrapup time. On completion of the wrapup time, the agent is automatically in placed the available state. The agent can optionally extend the wrapup time, more than once if needed. In order to be available for new calls, faxes and e-mails, he or she must first terminate the ongoing wrapup time or wait for it to expire.

Available for calls, faxes and e-mails

– On a break, with indication of time of return

The agent specifies the type and scheduled duration at the start of the break. In order to be available for calls faxes and e-mails again, he or she must end the current break.

Overdue after break –

The agent has not completed his or her break although the scheduled break time has expired. In order to be available for calls faxes and e-mails again, he or she must end the current break.

Not for permanently available agents:

Missed call, fax or e-mail

The agent has not accepted a call, fax or e-mail. The

Missed Call screen pop is displayed with the message:

You have missed a call. To continue receiving calls, click the button below

. In order to be available for calls, faxes and e-mails again, the agent must close the Missed Call screen pop.

An agent with the Supervisor or Administrator authorization level can change the status of an agent. This requires the relevant agent to have already started myAgent.

For example, if an agent has not accepted a call, fax or e-mail, he or she is assigned the not available status. Agents with the authorization level of a

Supervisor or Administrator can change this status to make the agent available again for calls, faxes and e-mails.

In addition, an agent can be logged into a queue or logged out of it.

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Functions for Agents with the Supervisor or Administrator Authorization Level

Agent Assignment (Binding)

INFO: Whenever a logged in agent changes his or her presence status in myPortal for Desktop, myPortal for Outlook, myPortal for Mobile or myPortal for OpenStage, that agent is automatically logged out from the queue.

Related Topics

6.1.1 How to Customize the Display of the Agent Binding List

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on Agents in the main window of myAgent.

2) Select the check boxes for the queues to be displayed in the agent binding list.

3) Clear the check boxes of the queues that are not to be displayed in the agent binding list.

Related Topics

6.1.2 How to Assign an Agent to a Queue

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Select one of the following options for selecting the agent:

If you want to select the agent via the internal directory, proceed as follows:

Click on Internal directory in the tool bar.

Select the Display only agents check box.

Drag the relevant agent from the internal directory to the desired queue in the Agent Binding List.

If you want to select the agent via the Attendant buttons, proceed as follows:

Click in the display area of the myAgent main window and select

Attendant Buttons.

Drag the relevant agent from from the appropriate Attendant button to the desired queue in the Agent Binding List.

Then the window for the agent assignment of the desired queue is displayed.

2) Select one of the following options:

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Agent Assignment (Binding)

If the agent is to receive calls, faxes and e-mails without regard to the load on the queue, activate the radio button Primary Agent.

If the agent is to receive calls, faxes and e-mails only when the queue overflows, activate the radio button Overflow Agent.

3) Enter a percentage value for the Skill Level of the agent.

Skill levels enable you to control the distribution of calls, faxes and e-mails to agents in a queue. Agents with higher skill levels are given preference during the distribution. In cases where all agents have the same skill level, the longest idle agent receives the next call, fax or e-mail.

4) Select one of the following options:

If the agent is to be allowed to receive callbacks, activate the Enable

agent callback check box.

If the agent is to be prevented from receiving callbacks, clear the Enable

agent callback check box.

5) Enter the automatic wrapup time in seconds for the agent in this queue in the

Wrap up field.

6) If you have selected Overflow Agent:

a) Enter the time after which an incoming call, fax or e-mail should be forwarded to an overflow agent in the Overflow after seconds in queue field.

b) Enter the maximum number of calls, faxes and e-mails in the Overflow

after calls in queue field. Calls, faxes and e-mails that exceed this maximum number are received by an overflow agent.

7) Click Save.

Related Topics

Related Topics

How to Edit an Agent Assignment

How to Move an Agent to Another Queue

How to Remove an Agent from the Queue

6.1.3 How to Edit an Agent Assignment

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Double click in the Agent Binding List on the relevant agent in the appropriate queue. The Agent Queue Binding window for this queue is displayed.

2) Select one of the following options:

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Functions for Agents with the Supervisor or Administrator Authorization Level

Agent Assignment (Binding)

If the agent is to receive calls, faxes and e-mails without regard to the load on the queue, activate the radio button Primary Agent.

If the agent is to receive calls, faxes and e-mails only when the queue overflows, activate the radio button Overflow Agent.

3) Enter a percentage value for the Skill Level of the agent.

Skill levels enable you to control the distribution of calls, faxes and e-mails to agents in a queue. Agents with higher skill levels are given preference during the distribution. In cases where all agents have the same skill level, the longest idle agent receives the next call, fax or e-mail.

4) Select one of the following options:

If the agent is to be allowed to make callbacks, activate the Enable agent

callback check box.

If the agent is to be prevented from making callbacks, clear the Enable

agent callback check box.

5) Enter the automatic wrapup time in seconds for the agent in this queue in the

Wrap up field.

6) If you have selected Overflow Agent:

a) Enter the time after which an incoming call, fax or e-mail should be forwarded to an overflow agent in the Overflow after seconds in queue field.

b) Enter the maximum number of calls, faxes and e-mails in the Overflow

after calls in queue field. Calls, faxes and e-mails that exceed this maximum number are received by an overflow agent.

7) Click Save.

Related Topics

Related Topics

How to Assign an Agent to a Queue

6.1.4 How to Move an Agent to Another Queue

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Drag the agent in the Agent Binding List from the current queue to the desired new queue. The Agent Queue Binding window is then displayed.

2) Select one of the following options:

If the agent is to receive calls, faxes and e-mails without regard to the load on the queue, activate the radio button Primary Agent.

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Agent Assignment (Binding)

If the agent is to receive calls, faxes and e-mails only when the queue overflows, activate the radio button Overflow Agent.

3) Enter a percentage value for the Skill Level of the agent.

Skill levels enable you to control the distribution of calls, faxes and e-mails to agents in a queue. Agents with higher skill levels are given preference during the distribution. In cases where all agents have the same skill level, the longest idle agent receives the next call, fax or e-mail.

4) Select one of the following options:

If the agent is to be allowed to make callbacks, activate the Enable agent

callback check box.

If the agent is to be prevented from making callbacks, clear the Enable

agent callback check box.

5) Enter the automatic wrapup time in seconds for the agent in this queue in the

Wrap up field.

6) If you have selected Overflow Agent:

a) Enter the time after which an incoming call, fax or e-mail should be forwarded to an overflow agent in the Overflow after seconds in queue field.

b) Enter the maximum number of calls, faxes and e-mails in the Overflow

after calls in queue field. Calls, faxes and e-mails that exceed this maximum number are received by an overflow agent.

7) Click Save.

Related Topics

Related Topics

How to Assign an Agent to a Queue

6.1.5 How to Remove an Agent from the Queue

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on the relevant agent in the Agent Binding List.

2) Click on Remove in the context menu of this agent.

Related Topics

Related Topics

How to Assign an Agent to a Queue

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Functions for Agents with the Supervisor or Administrator Authorization Level

Monitoring Calls and Requesting Assistance

6.1.6 How to Change the Status of an Agent

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The agent in question has started myAgent.

Step by Step

1) Click on the relevant agent in the Agent Binding List.

2) Select one of the following options in the context menu:

If you want to log in a logged out agent into a queue, click on Log Into

Queues.

If you want to log out a logged in agent from a queue, click on Log Out.

Related Topics

If you want to make an unavailable agent (for example after a missed call) available again for calls, faxes and e-mails, click on Available.

6.2 Monitoring Calls and Requesting Assistance

You can record calls in order to monitor them, save them as WAV files or send them by e-mail. To assist agents, you can exchange instant messages, monitor calls silently or even override a call.

Recording a Call

During the recording, an alert tone (beep) is played and repeated at regular intervals. If the communication system is configured for France, for example, the parties receive an announcement at the start of the recording to indicate that the call is being recorded. On completion of the recording, it is added to the caller list of the recording agent.

Silent Monitoring of a Call (Country Dependent)

You can listen in on a call unnoticed (called silent monitoring).

In order to silently monitor a call, you must have the Call Monitoring or Silent

Monitoring class of service in the communication system.

Overriding a Call

You can also override a call to provide instructions to the agent without being noticed by the caller. During an intrusion, a call may be interrupted by up to two seconds.

In order to override a call, you must have the Discreet Call class of service in the communication system.

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Monitoring Calls and Requesting Assistance

Position of a Call in a Queue

You can move a waiting call to the first position in the queue to allow it to reach the next available agent faster.

Assistance

The Agent Assistance Requests screen pop shows you a list of all agents who are currently requesting assistance. The list includes the Reason, Time

Remaining for an answer, Call Number, First Name, Last Name and Company of the caller as well as the type of assistance desired: Text Assistance

Requested (Instant Messaging), Call Intrusion Requested or Silent

Monitoring Requested. Instant Messaging is available for every type of assistance. You can accept or reject a request for assistance. If you do not process a request within the response time, it is canceled. Only one agent with the Supervisor or Administrator authorization level can accept a request for assistance.

Saving and Sending Faxes and E-mails

Faxes can be saved in the PDF or TIFF file format and sent by e-mail.

E-mails can be saved in the EML file format and sent as EML files by e-mail.

Related Topics

6.2.1 Recording Calls as an Agent with the Supervisor or Administrator

Authorization Level

Prerequisites

Live recording is enabled in the communication system.

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on the relevant call in the List of Contact Center Calls.

2) Click on Record in the context menu of this call.

3) If you want to stop the recording before the call ends, click on Stop Rec. in the context menu of this call.

Related Topics

Related Topics

How to Listen to the Recording of a Caller from the Caller List

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Monitoring Calls and Requesting Assistance

6.2.2 How to Save the Recording of a Call as a WAV File

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Click on the desired call in the Caller list.

2) Click on Save As in the context menu of this call.

3) Select the directory in which the file is to be stored.

4) Enter the desired name in the File Name field and click Save.

Related Topics

6.2.3 How to Send the Recording of a Call by E-mail

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Click on the desired call in the Caller list.

2) Click on Send in Email in the context menu of this call.

3) Enter the e-mail address of the desired recipient in the Recipients field.

4) Enter the desired text for Subject and Message.

5) Click Send.

Related Topics

The recording of the call is sent as a WAV file in the attachment of the e-mail.

6.2.4 How to Save a Fax

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Click on the desired fax in the Caller list.

2) Click on Save As in the context menu of this fax message.

3) Select the directory in which the file is to be stored.

4) Enter the desired name in the File Name field and click Save.

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Related Topics

6.2.5 How to Send a Fax by E-mail

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Click on the desired fax in the Caller list.

2) Click on Send in Email in the context menu of this fax message.

3) Enter the e-mail address of the desired recipient in the Recipients field.

4) Enter the desired text for Subject and Message.

5) Click on Send.

Related Topics

The fax is sent as a PDF or TIFF file in the attachment of the e-mail.

6.2.6 How to Save an E-Mail as an EML File

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Double-click on the desired e-mail in the Caller List.

2) Click on Save As in the context menu of this e-mail.

3) Select the directory in which the file is to be stored.

4) Enter the desired name in the File Name field and click Save.

Related Topics

6.2.7 How to Send an E-mail by E-mail

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Double-click on the desired e-mail in the Caller List.

2) Click on Send in Email in the context menu of this e-mail.

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Monitoring Calls and Requesting Assistance

3) Enter the e-mail address of the desired recipient in the Recipients field.

4) Enter the desired text for Subject and Message.

5) Click Send.

Related Topics

The e-mail is sent as an EML file in the attachment of the e-mail.

6.2.8 How to Monitor Calls (Country Dependent)

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on the relevant call in the List of Contact Center Calls.

2) Click on Monitor This Call in the context menu of this call.

Related Topics

6.2.9 How to Override a Call

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on the relevant call in the List of Contact Center Calls.

2) Click on Intrude On Call in the context menu of this call.

INFO: During an intrusion, a call may be interrupted by up to two seconds.

Related Topics

6.2.10 How to Change the Position of a Call in a Queue

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on the desired call in the List of Contact Center Calls.

2) Click on Move to Top Position in the context menu of this call.

Related Topics

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Monitoring Queues

6.2.11 How to Accept a Request for Assistance

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Agent Assistance Requests screen pop is displayed.

Step by Step

1) Click on the entry of the agent whose request you want to respond to.

INFO: If you want to sort the agent list in alphanumeric ascending order, click on the title of the corresponding column. Click again to sort in descending order.

2) Select one of the following options:

If you want to provide the assistance, click Accept.

INFO: Depending on the type of assistance requested, you can override the agent's call (call intrusion), listen in on the call (silent monitoring) or exchange instant messages with the agent (Instant

Messaging). Instant messages can also be exchanged with the agent after an override and during silent monitoring.

Entering your instant message in the bottom field of the window and click

Send.

If you do not want to provide any assistance, click Reject.

3) If you want to end this assistance, click Stop.

Related Topics

6.3 Monitoring Queues

The status of a queue can be monitored by the number of waiting calls and the waiting time of a call.

Monitoring the Number of Waiting Calls, Faxes and E-mails

In the Agent Binding List, the symbol for a queue provides information on its status.

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Monitoring Queues

Symbol

Normal

Status

Alarm for number of waiting calls, faxes and e-mails

The number of waiting calls, faxes and e-mails in this queue has exceeded the threshold value. For each queue, an alarm threshold value for the number of waiting calls can be configured in the WBM by an agent with the authorization level of a Supervisor or Administrator.

Monitoring the Waiting Time of Calls and E-mails

Calls and e-mails for which the waiting time in the queue has exceeded the alarm threshold value are displayed in the List of Contact Center Calls in red. For each queue, an alarm threshold time value can be configured in the WBM by an agent with the authorization level of a Supervisor or Administrator.

Alarm Message

An agent with the authorization level of a Supervisor or Administrator can activate the following features as alerts for alarms in myAgent:

myAgent always on top for alarms

Alarm tone

Related Topics

6.3.1 How to Enable or Disable the Automatic myAgent Screen Pop for

Alarms

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > General Settings.

3) Select one of the following options if the number of waiting calls, faxes and emails in a queue has exceeded the alarm threshold value:

If you want myAgent to appear automatically in the foreground for alarm conditions, select the check box Screen pop myAgent when calls hit

alarm condition.

If you do not want myAgent to appear automatically in the foreground for alarm conditions, clear the check box Screen pop myAgent when calls

hit alarm condition.

4) Click OK.

Related Topics

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Other Features

6.3.2 How to Activate or Deactivate the Warning Tone

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > General Settings.

3) Select one of the following options if the number of waiting calls, faxes and emails in a queue has exceeded the alarm threshold value:

If you want to enable the alarm tone, select the check box Play alarm

tones when calls hit alarm conditions.

If you want to disable the alarm tone, clear the check box Play alarm

tones when calls hit alarm conditions.

4) Click Save.

Related Topics

6.4 Other Features

You can delete caller information in screen pops.

Related Topics

6.4.1 How to Delete Caller Information

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

The Caller list is displayed; see

How to Display the Caller List

.

Step by Step

1) Double-click on the desired call in the caller list.

2) Click on Caller Information in the screen pop.

3) Click on the desired item in the list of information and then on Remove.

Related Topics

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Directories

Other Features

7 Directories

58

Directories organize your contacts. myAgent provides the following directories, which support the following functions:

Symbol

Directory

Internal Directory

Contains internal subscribers

(contacts) with their Presence status (only system telephones) and their additional phone numbers. When a subscriber is absent, you can see the scheduled time of return in the

Return Time column, provided that subscriber has allowed his or her Presence status to be visible to you.

External directory:

Contains contacts from a corporate directory and must be configured by an agent with the

Supervisor or Administrator authorization level in the WBM.

External Offline Directory

(LDAP):

Contains contacts from an offline corporate directory and must be configured by an agent with the

Supervisor or Administrator authorization level in the WBM.

The external offline directory is only used for the search.

Make

Call

X

Search by name

Change presence status

Send

Instant

Message

X X X

X

X

X

X

Search in directories

You can choose whether to search in the internal directory and/or the external directory and/or the external offline directory (LDAP).

Searches in internal and external directories are faster. Hence, the search results for these directories are displayed first. The display of hits in the external off-line directory (LDAP) occurs after a short delay.

Contact Details in the Internal Directory

The List view of contacts shows the following details next to the presence status:

Extension, Return Time, Last Name, First Name, Mobile Ph., Assistant Ph.,

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How to Search in Directories

External 1, External 2, Home Ph., Business Ph., E-mail, Department, Site.

The width of all columns is variable.

Sorting Contacts in the Internal Directory

You can sort the contacts of the internal directory by any column in ascending or descending alphanumeric order. The direction in which the triangle at a column header is pointing indicates the ascending or descending order.

Zooming in on an Entry in the Internal Directory

You can zoom in on a specific entry one character at a time in the column by which the entries are sorted. For example, you could jump to the first Last Name starting with "Sen" one letter at a time. This method can also be used in the results of a search.

Copying contacts into the external directory

An agent can save (copy), edit and delete the contact details of a call (Title, First

Name, Last Name and Company) in the external directory via the screen pop. In this case, the caller's phone number is assigned and set as the Business 1 phone.

Related Topics

Related Topics

Presence Status

7.1 How to Search in Directories

Step by Step

1) Click on Search in the tool bar.

2) If necessary, click on Options to display the Search options.

3) Select one of the following Search options:

If you want to search for a full word, enable the Match Full Word check box.

If you want to search for a part of a word, clear the Match Full Word check box.

4) Select which directories are to be included in the search by selecting or clearing the Internal Directory, External Directory and External Offline

Directory check boxes as required.

5) Enter a search term in the search field and click Search.

Searches in internal and external directories are faster. Hence, the search results for these directories are displayed first. The display of hits in the external off-line directory (LDAP) occurs after a short delay.

6) To abort an ongoing search, click Stop.

Related Topics

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Directories

How to Sort the Internal Directory

7.2 How to Sort the Internal Directory

Step by Step

1) Click on Internal directory in the tool bar.

2) Click on one of the column titles of the internal directory, e.g., Last Name, to sort the contacts by this criterion in ascending alphanumeric order.

3) If you want to reverse the sort order, click again on column header.

4) To jump to the first entry in the sorted column that begins with a specific character, click on any contact in the directory and enter the desired character.

Related Topics

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Instant Messaging

How to Send an Instant Message

8 Instant Messaging

Instant messaging allows the exchange of texts as instant messages with an internal subscriber.

Sent and received instant messages are displayed to you and your communication partner as a dialog in the Instant Message window.

The window Instant Message also shows the current status of the relevant internal subscriber.

For example, for the subscriber John Doe:

John Doe is offline

The subscriber John Doe is logged out (offline). In this case, the communication system saves the instant message and displays it at the subscriber's next login.

John Doe

The subscriber John Doe is logged in (online). The subscriber can receive and send instant messages.

Related Topics

8.1 How to Send an Instant Message

Prerequisites

Sending instant messages is not disabled by the administrator of your communication system.

Step by Step

1) Click on Internal directory in the tool bar.

2) Click on the desired station in the internal directory.

3) Click on Send Instant Message in the context menu.

4) Enter your instant message.

5) Press the return key.

Related Topics

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Attendant Buttons

How to Display Attendant Buttons

9 Attendant Buttons

Attendant buttons show the name and presence status of internal subscribers.

They offer a quick way to call these subscribers or transfer calls to them.

You can set up multiple tabs for Attendant buttons, e.g., for different departments.

Ninety Attendant buttons are available on a tab. If no name exists, the phone number is displayed. The Attendant buttons on a tab are sorted by Last Name in alphanumeric ascending order by default. Stations without names are sorted after the stations for which a name can be displayed.

Related Topics

Related Topics

User Interface Elements

User Interface Elements

How to Make a Call with an Attendant Button

How to Transfer a Call with an Attendant Button

How to Accept a Call with an Attendant Button

Presence Status

9.1 How to Display Attendant Buttons

Step by Step

Click in the display area of the myAgent main window and select Attendant

Buttons.

Related Topics

9.2 How to Sort Attendant Buttons

Prerequisites

The Attendant Buttons are displayed; see

How to Display Attendant Buttons

.

Step by Step

1) Click on the desired tab with Attendant buttons.

2) Select one of the following options in the context menu of any Attendant button:

• Sort > Sort By First Name

Related Topics

• Sort > Sort By Last Name

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Attendant Buttons

How to Automatically Assign Attendant Buttons

9.3 How to Automatically Assign Attendant Buttons

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Attendant Buttons.

3) Click on the Group Setup tab.

4) Click on Auto-Populate Attendant Groups.

5) Select one of the following options in the Create groups based on dropdown list.

If you want a tab to be created for every Department, click Department.

If you want a tab to be created for every Site, click Site.

6) Select one of the following options in the Sort groups by drop-down list:

• First Name

• Last Name

7) Select one of the following options:

If you want to retain your existing tabs in addition to those created automatically, click on the radio button Append the new groups to the

end of my existing groups and then click OK.

If you want to replace your existing tabs by to those created automatically, click on the radio button Re-create my group structure and then on OK.

8) Click OK.

Related Topics

9.4 How to Assign a Subscriber to an Attendant Button

Prerequisites

The Attendant Buttons are displayed; see

How to Display Attendant Buttons

.

Step by Step

1) Click on the desired tab with Attendant buttons.

2) Click on Internal directory in the tool bar.

3) Drag the desired subscriber from the internal directory onto an Attendant button.

4) If you want to assign further subscribers to a button, repeat step 3 .

Related Topics

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Attendant Buttons

How to Remove a Subscriber from an Attendant Button

9.5 How to Remove a Subscriber from an Attendant Button

Prerequisites

The Attendant Buttons are displayed; see

How to Display Attendant Buttons

.

Step by Step

1) Click on the desired tab with Attendant buttons.

2) Select Remove in the context menu of the appropriate Attendant button.

Related Topics

9.6 How to Add a Tab with Attendant Buttons

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Attendant Buttons.

3) Click Add.

4) Enter a name for the new tab and then click OK.

5) Click OK.

Related Topics

9.7 How to Delete a Tab with Attendant Buttons

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Attendant Buttons.

3) In the Group Name field, click on the tab that you want to delete.

4) Click Remove.

5) Click OK.

Related Topics

9.8 How to Change the Order of Tabs for Attendant Buttons

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Attendant Buttons.

3) In the Group Name field, click on the tab that you want to move.

4) Select one of the following options:

Click Move Up.

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Attendant Buttons

How to Change the Order of Tabs for Attendant Buttons

Click Move Down.

5) Repeat steps

3 through 4 as required.

6) Click OK.

Related Topics

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Reports

How to Change the Order of Tabs for Attendant Buttons

10 Reports

As an agent with the Supervisor or Administrator authorization level, you can use predefined report templates to create reports for calls, queues, agents, grades of service (GOS) and wrapup reasons in myAgent.

Before creating a report, report parameters must be set to determine the period

(date, time) and entities (agents, queues, etc.) should be measured. The reports are displayed in the web browser as PDF files and can then be saved or printed.

Executing the following features from an agent telephone can lead to a distortion of the information in reports:

Call pickup of Contact Center calls by non-agents

Call transfers (e.g., via the Direct Station Select (DSS) key) of Contact Center calls to non-agents

Conferencing

Alternate (Toggle/Connect)

Parking

INFO: The "Consultation Hold" feature is transparent for the presentation of Contact Center calls in reports and can be used by agents, regardless of the consultation destination.

Data Protection

If the myReports administrator enabled data protection when configuring myReports, the last four digits of the phone numbers (CLI column) will be replaced by **** in all relevant reports.

If the subscriber has flagged his or her private number, mobile number, external number 1 and/or external number 2 as invisible, these phone numbers will not be displayed in all relevant reports.

Report Templates

The following report templates are available:

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Reports

How to Change the Order of Tabs for Attendant Buttons

Report template

Abandoned Calls

Statistics

Abandoned Calls Per

Hour

Description

Table with number and percentage of calls abandoned by callers before reaching an agent, per queue

Q- times for callers at 30-second intervals per queue

Total values for all calls, faxes and e-mails

Bar chart and table with number and percentage of calls abandoned by callers before reaching an agent, per hour

Optionally only during configured business hours

Percentage of calls received by agents (All

Queues)

Bar chart and table with number and percentage of answered calls, faxes and e-mails and percentage of talk/reading time per agent

Total values for all agents

Percentage of calls received by agents

Agent Performance

Details (Daily

Breakdown)

Bar chart and table with number and percentage of answered calls, faxes and e-mails and percentage of talk/reading time per agent for the selected queue

Total values for all the agents for the selected queue

Table with start time, pickup time, talk/reading time and GOS

(Grade of Service) for every call, fax and e-mail for the selected agent

Total values per queue and total values of all queues

Queue Load Per Agent

Bar chart and table with number and percentage of calls, faxes and e-mails per queue for the selected agent

Total values for all queues

Average Grade of

Service by Agent

Line chart with average Grade of Service for the selected agent at hourly intervals.

Average Grade Of

Service by Agent - Daily

Line chart with average Grade of Service for the selected agent at hourly intervals on a daily basis.

Average Grade Of

Service by Queue

Average Grade Of

Service by Queue -

Daily

Missed Calls Report

Line chart with average Grade of Service for the selected queue at hourly intervals.

Line chart with average Grade of Service for the selected queue at hourly intervals on a daily basis.

Table with Time Of Call, Call ID, Phone Number, Customer

Name and Company Name of missed calls, faxes and emails for selected queues on a daily basis

Optionally only during configured business hours

Missed Calls Per Queue Pie chart and table with number and percentage of missed calls, faxes and e-mails per queue

Total values for all queues

Optionally only during configured business hours

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Reports

How to Change the Order of Tabs for Attendant Buttons

Report template

Contact Center Calls

Description

Table with call ID, time of call, agent, queue, Q-time, CLI

(phone number/fax number/e-mail address) and customer name/company name for all calls, faxes and e-mails classified as missed, abandoned and answered calls, faxes and e-mails on a daily basis

Optionally only during configured business hours

Calls List By Agent

INFO: A missed call, a missed fax or a missed e-mail to an agent may also appear as a received call, received fax or received e-mail at another agent or as an abandoned call, fax or e-mail.

Table with start time, end time, queue, Q-time, talk/reading time, CLI (phone number/fax number/e-mail address) and

GOS (Grade of Service) for every call, fax and e-mail for the selected agent

Optionally only during configured business hours

Answered Calls

Statistics

Table with number of calls, faxes and e-mails, percentage of answered calls, faxes and e-mails, maximum Q-time and number and percentage of answered calls, faxes and e-mails depending on the Q-time per queue

Total values for all calls, faxes and e-mails

Contact Center - Hourly

Traffic

Line chart and table with number and percentage of all calls, faxes and e-mails at hourly intervals

INFO: This is a useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of

Service.

Contact Center - Hourly

Traffic (Daily)

Line chart and table with number and percentage of all calls, faxes and e-mails at hourly intervals on a daily basis

INFO: This is a useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of

Service.

Contact Center - Hourly

Traffic by Queue - Daily

Line chart and table with number and percentage of all calls, faxes and e-mails at hourly intervals on a daily basis for the selected queue

INFO: This is a useful aid in provisioning a sufficient number of agents during peak hours to maintain a specific Grade of

Service.

Queue Traffic

Comparison

Pie chart and table with the number and percentage of calls, faxes and e-mails handled per queue

Total values for all queues

Optionally only during configured business hours

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Reports

How to Create Reports

Report template Description

Queue Summary Details Bar chart and table with number of answered and aborted calls, faxes and e-mails, number of remaining calls, maximum, minimum and average Q-time for answered and abandoned calls, faxes and e-mails and maximum, minimum and average talk/reading time for answered calls, faxes and e-mails for the selected queue

Contact Center

Summary (All Call

Types)

Average Grade of Service for the selected queue

INFO: Remaining calls are calls that were, e.g., handled by a non-agent.

Table with number of calls, faxes and e-mails, average pickup time, average talk/reading time and average Q-time, number of callbacks and total Q-time, per queue

Contact Center

Summary (Answered

Calls)

Total values for all queues

Optionally only during configured business hours

Table with number of answered calls, faxes and e-mails, average pickup time, average talk/reading time and average

Q-time per queue

Total values for all queues

Call List Open

Optionally only during configured business hours

Table with number of open calls, faxes and e-mails per queue

Total values for all queues

Wrap up Code Usage

(All Queues)

Pie chart and table with number and percentage usage, average talk/reading time, total talk/reading time and average

Q-time per wrapup reason

Optionally only for the configured business hours

Wrap up Code Usage Bar chart and table with number and percentage usage, average talk/reading time, total talk/reading time and average

Q-time per wrapup reason for the selected queue.

Optionally only for the configured business hours

Answered Calls (Wrap up)

Table with call ID, time of call, agent, wrapup reason, phone number/fax number/e-mail address and customer name/ company name for each answered call, fax and e-mail for the selected queues on a daily basis

Optionally only for the configured business hours

Related Topics

10.1 How to Create Reports

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

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Reports

How to Create Reports

Step by Step

Next steps

1) Click in the tool bar on Reports and then on the desired report template.

2) Use the report parameters to define the time period and, if necessary, entities to be measured (queues, agents).

INFO: The report parameters depend on the selected report template.

3) If the Business Hours Only check box appears, select one of the following options:

If you want to restrict the reporting period to business hours, select the

Business Hours Only check box.

If you do not want to restrict the reporting period to business hours, clear the Business Hours Only check box.

4) Click OK.

Save or print the PDF file if required.

Related Topics

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Presence Status

How to Create Reports

11 Presence Status

The Presence status provides information on the availability of internal subscribers (including Mobility Entry stations). It is shown in the internal directory and on the Attendant buttons.

As an agent with the authorization level of a Supervisor or Administrator, you can change the presence status of other subscribers via the internal directory or the

Attendant buttons. For every change in the presence status (except for Office), you also define the scheduled time of your return to the Office status.

You can assign the following Presence statuses to a subscriber:

Symbol

Office

Presence status Availability

Available at the normal workplace

Meeting

Sick

Break

Gone Out

Vacation

Lunch

Gone Home

Absent

Absent

Absent

Absent

Absent

Absent

Absent

In order for an agent to change the presence status of other subscribers, he or she must be configured as an attendant in the communication system.

The following additional symbols are available in the internal directory and on the

Attendant buttons:

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Presence Status

How to Change the Office Presence Status of a Subscriber

Symbol Presence or connection status

Subscriber receives a call

Subscriber is calling

The subscriber is on the phone

Mobility Entry station receives a call or is calling

Mobility Entry station is on the phone

Presence status is not visible

Phone is not connected

INFO: For subscribers without system telephones (e.g., those with ISDN phones or analog phones), the internal directory and

Attendant buttons do not show any presence status, but only the connection status.

Related Topics

Related Topics

Directories

Attendant Buttons

11.1 How to Change the Office Presence Status of a Subscriber

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

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Presence Status

How to Change the Presence Status of a Subscriber to Office

Step by Step

1) Select one of the following options for selecting the subscriber:

If you want to select the subscriber via the internal directory, proceed as follows:

Click on Internal directory in the tool bar.

Click on the relevant station in the internal directory.

Select the relevant presence status under Change Status in the context menu.

If you want to select the subscriber via the Attendant buttons, proceed as follows:

Click in the display area of the myAgent main window and select

Attendant Buttons.

Select the relevant presence status under Change Status in the context menu of the Attendant button for the desired subscriber.

2) If desired, enter an info text for the presence status of the subscriber in the input field.

3) Select one of the following options to specify the time of return:

Click on one the four buttons with the desired duration of the absence period.

Select the time of return for the subscriber via the choice lists.

4) Click OK.

Related Topics

11.2 How to Change the Presence Status of a Subscriber to Office

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

Select one of the following options for selecting the subscriber:

If you want to select the subscriber via the internal directory, proceed as follows:

Click on Internal directory in the tool bar.

Click on the relevant station in the internal directory.

Select the Presence status in the Office under Change Status in the context menu.

Related Topics

If you want to select the subscriber via the Attendant buttons, proceed as follows:

Click in the display area of the myAgent main window and select

Attendant Buttons.

Select the Presence status in the Office under Change Status in the context menu of the Attendant button for the desired subscriber.

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Configuration

How to Change the Presence Status of a Subscriber to Office

12 Configuration

You can configure myAgent to suit your requirements, e.g., to customize its behavior for calls.

Defining Additional Phone Numbers

In addition to your office phone number (extension), you can specify your mobile phone number, two different external numbers and your home phone number. For each of these numbers, you can configure whether or not they are to be displayed in the internal directory.

Specify your e-mail address

You can enter your e-mail address in order to be reachable by e-mail.

In order to use e-mail, the administrator of your communication system will need to have configured the sending of e-mails.

Specifying the XMPP ID

You can enter your XMPP ID in order to be reachable via XMPP. XMPP

(Extensible Messaging and Presence Protocol) is an Internet standard for XML routing and is used mainly for instant messaging.

XMPP can only be used if the administrator of your communication system has enabled XMPP.

Providing your own Picture

You can provide an image of any file size. The communication system saves a copy with a width and height restricted to 200 pixels.

This picture will be shown to other subscribers when they position their mouse pointers over your entry in the internal directory (Extension column).

Customizing the Appearance

You can customize the appearance of myAgent via the following configuration options:

Customize the display for queues

As an agent with the authorization level of a Supervisor or Administrator, you can select which queues should and should not be displayed in the agent binding list.

Configure the Screen Pop

You can customize the screen pop to only show the areas you really want to display.

The following areas can be configured individually:

Display Call Control (1)

Drop-down list for call numbers/input field for phone numbers to be dialed and names to be searched

Symbols for Answer, Hang Up, Dial, Transfer, etc.

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2

Configuration

How to Change the Presence Status of a Subscriber to Office

Display Call Overview (2)

Display of Queue, Call ID, Phone Number, Callback Number

Display Contact Details (3)

Display of Customer ID, Title, First Name, Last Name, Company

Display History (3)

Display of detailed information about all previous calls from the same caller

Display Contact Notes (4)

Display of information about the current caller

3

4

The Assistance and Wrapup symbols are always displayed, regardless of the setting.

Display screen pops on accepting a call

You can select whether to open a screen pop on accepting an incoming call.

You can also determine whether the input focus should be on the screen pop.

Minimize myAgent on completing a call

You can select whether myAgent should be minimized on completion of a call.

Display the myAgent main window on completing a call

You can select whether the myAgent main window should be automatically displayed in the foreground on completion of a call.

Display the position of the screen pop for missed calls

You can select whether to display the screen pop for missed calls, faxes or emails via the task bar on the right or in the middle of the screen.

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Configuration

How to Change the Password

Hotkeys

Through the use of hotkeys, you can speed up your work with myAgent.

Global Hot Keys

You can use the function keys F1-F12 on the keyboard of your client PC together with the Ctrl+Shift, Ctrl+Alt or Shift+Alt key combinations as hotkeys for the following functions:

– Answer/Disconnect call

– Transfer Call

– Display ScreenPop

The only precondition for this is that the desired function key or key combination is not already being used by another application.

• Hotkeys for Applications

You can assign the following functions to the F1 through F12 function keys and/or the numeric keypad keys on the keyboard of your client PC:

Help (bring up the online help)

Setup

Internal directory

Caller list

Search

– Answer/Disconnect call

Hold / Unhold

– Transfer

Reschedule

Dial

– Record

WBM

The WBM is a web-based administration application that can be typically used to configure queues, the screen pop for calls, types of breaks and the external offline directory, for example. Agents with the Supervisor or Administrator authorization level can start the WBM directly from myAgent.

After 30 minutes of inaction, an automatic logout from the WBM occurs.

Related Topics

12.1 How to Change the Password

INFO: You can also change the password via the Phone menu of the voicemail box.

Step by Step

1) Click on Setup in the tool bar.

2) Click on Personal Details > My Personal Details.

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Configuration

How to Change the Language of the User Interface

3) Click on Change Password.

4) Enter your current password in the Old password field.

NOTICE: If the wrong password is entered five times, access to all Contact Center and UC Suite clients will be locked. Unlocking is only possible by the administrator of your communication system.

5) Enter your new password, which must consist of only digits and include at least six digits, in the New password and Confirm password fields.

INFO: The password applies to myAgent, myReports, myAttendant, myPortal for Desktop, myPortal for Outlook and

Fax Printer as well as phone access to your voicemail box.

6) Click OK followed by OK.

Related Topics

12.2 How to Change the Language of the User Interface

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Appearance.

3) Select the desired language in the Language drop-down list.

4) Click OK.

Next steps

Close and restart myAgent.

Related Topics

12.3 How to Change the Color of the User Interface

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Appearance.

3) Select the option with the desired appearance in the Skin area.

4) Click OK.

Next steps

Close and restart myAgent.

Related Topics

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Configuration

How to Define an Additional Phone Number

12.4 How to Define an Additional Phone Number

Step by Step

1) Click on Setup in the tool bar.

2) Click on Personal Details > My Personal Details.

3) Enter an additional phone number in dialable format or in canonical format in one of the following fields: Mobile Number, External Number 1, External

Number 2, Private Number or Assistant Number.

4) Select one of the following options:

If you do not want to see the Mobile Number, External Number 1,

External Number 2 or Private Number displayed in the internal directory, clear the Visibility check box next to the phone number.

If you want to see Mobile Number, External Number 1, External

Number 2 or Private Number displayed in the internal directory, select the Visibility check box next to the phone number.

5) Click OK.

Related Topics

12.5 How to Specify your E-Mail Address

Prerequisites

The administrator of your communication system has configured the sending of e-mails.

Step by Step

1) Click on Setup in the tool bar.

2) Click on Personal Details > My Personal Details.

3) Enter your e-mail address in the E-mail field.

4) Click OK.

Related Topics

12.6 How to Define an XMPP ID

Prerequisites

The administrator of your communication system has enabled XMPP.

Step by Step

1) Click on Setup in the tool bar.

2) Click on Personal Details > My Personal Details.

3) Enter your XMPP alias in the XMPP-ID field. Your XMPP alias is the left portion (e.g., john.public) of your complete XMPP-ID (e.g.,

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), without the domain name.

The XMPP alias must be unique within the domain.

INFO: You should provide other XMPP communication partners with your full XMPP ID (e.g., xmpp:[email protected]

), i.e., including the domain name. If required, ask the administrator of your communication system for the domain name.

4) Click OK.

Related Topics

12.7 How to Provide your own Picture

Prerequisites

You have an image file with your picture in one of the following file formats:

BMP, GIF, JPG.

Step by Step

1) Click on Setup in the tool bar.

2) Click on Personal Details > My Picture.

3) Click Select.

4) Select the desired file and click Open.

5) Click OK.

Related Topics

12.8 How to Delete your own Picture

Step by Step

1) Click on Setup in the tool bar.

2) Click on Personal Details > My Picture.

3) Click Delete.

4) Click OK.

Related Topics

12.9 How to Customize the Display of Queues

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

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Configuration

How to Configure Screen Pops

Step by Step

1) Click Setup.

2) Click on My Preferences > Queue Visibility.

3) Select the check boxes for the queues to be displayed in the agent binding list.

4) Clear the check boxes of the queues that are not to be displayed in the agent binding list.

5) Click OK.

Related Topics

12.10 How to Configure Screen Pops

Step by Step

1) Click Setup.

2) Click on My Preferences > Popup Configuration.

3) Select one of the following options for the display of the Call Control area

(symbols for Answer, Hang Up, Dial, Transfer, etc.):

If you want the Call Control area to be displayed in the screen pop, select the Display Call Control check box.

If you do not want the Call Control area to be displayed in the screen pop, clear the Display Call Control check box.

4) Select one of the following options for the display of the Call Overview area

(Queue, Call ID, Call No, Callback Number):

If you want the Call Overview area to be displayed in the screen pop, select the Display Call Overview check box.

If you do not want the Call Overview area to be displayed in the screen pop, clear the Display Call Overview check box.

5) Select one of the following options for the display of the Contact Details area

(Customer ID, Title, First Name, Last Name, Company):

If you want the Contact Details area to be displayed in the screen pop, select the Display Contact Details check box.

If you do not want the Contact Details area to be displayed in the screen pop, clear the Display Contact Details check box.

6) Select one of the following options for the display of the History area (details of all previous calls of the same caller):

If you want the History area to be displayed in the screen pop, select the

Display History check box.

If you do not want the History area to be displayed in the screen pop, clear the Display History check box.

7) Select one of the following options for the display of the Contact Notes area

(information on the current caller):

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Configuration

How to Enable or Disable Screen Pops to Accept a Call

If you want the Contact Notes area to be displayed in the screen pop, select the Display Contact Notes check box.

If you do not want the Contact Notes area to be displayed in the screen pop, clear the Display Contact Notes check box.

8) Click OK.

Related Topics

12.11 How to Enable or Disable Screen Pops to Accept a Call

Step by Step

1) Click Setup.

2) Click on My Preferences > Notifications.

3) Select one of the following options for enabling the screen pop:

If you want a screen pop to open when accepting an incoming call, select the Screen pop on answer check box.

If you do not want any screen pop to open when accepting an incoming call, clear the Screen pop on answer check box.

4) Select one of the following options for the input focus:

If you want the input focus to be in the screen pop, select the check box

Screen pop takes focus when displayed.

If you do not want the input focus to be in the screen pop, clear the check box Screen pop takes focus when displayed.

5) Click OK.

Related Topics

12.12 How to Enable or Disable the Minimizing of myAgent on Ending a Call

Step by Step

1) Click Setup.

2) Click on My Preferences > Notifications.

3) Select one of the following options:

If you want myAgent to be minimized on completing a call, select the check box Minimize on hangup.

If you do not want myAgent to be minimized on completing a call, clear the check box Minimize on hangup.

4) Click OK.

Related Topics

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Configuration

How to Enable or Disable the Display of the myAgent Main Window on Ending a Call

12.13 How to Enable or Disable the Display of the myAgent Main Window on Ending a Call

Step by Step

1) Click Setup.

2) Click on My Preferences > Notifications.

3) Select one of the following options:

If you want the myAgent main window to appear automatically in the foreground on completing a call, select the check box Pop up application

on call termination.

If you do not want the myAgent main window to appear automatically in the foreground on completing a call, clear the check box Pop up

application on call termination.

4) Click OK.

Related Topics

12.14 How to Set the Display Position of the Screen Pop for Missed Calls

Step by Step

1) Click Setup.

2) Click on My Preferences > Miscellaneous.

3) Select one of the following options:

If you want to display the screen pop for missed calls, faxes or e-mails via the task bar on the right, select the check box Display missed call

notification via tray pop.

If you want to display the screen pop for missed calls, faxes or e-mails in the center of the screen, clear the check box Display missed call

notification via tray pop.

4) Click OK.

Related Topics

12.15 How to Enable or Disable Dialing by Entering a Name

Step by Step

INFO: The screen pop for a missed call, missed fax or missed email is not displayed for permanently available agents.

1) Click on Setup.

2) Click on My Preferences > Miscellaneous.

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Configuration

How to Activate or Deactivate a Global Hotkey

3) Select one of the following options:

If you want to enable dialing by entering a name, select the Perform Live

Search check box.

If you want to disable dialing by entering a name, clear thePerform Live

Search check box.

4) Click on OK.

Related Topics

12.16 How to Activate or Deactivate a Global Hotkey

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Hot Keys in the menu bar.

3) Select one of the following options:

If you want to activate a hotkey, click in the rectangular field next to the relevant function. Press the Ctrl+Shift, Ctrl+Alt or Shift+Alt key combination together with one of the function keys F1-F12. If the pressed key combination can be used for myAgent, this is displayed. Then select the Activate check box next to it.

If you want to deactivate a hotkey, clear the Active check box next to that key.

4) Click OK.

Related Topics

12.17 How to Configure a Hotkey for the Application

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Hot Keys in the menu bar.

The available functions such as Help, Setup and Internal Directory, for example, are displayed under Application Hot Keys.

3) If you want to assign a function key, select it in the drop-down list associated with the function (Function keys column).

4) If you want to assign a key on the numeric keypad, select it in the drop-down list associated with the function (Number pad keys column).

5) Click OK.

INFO: If you accidentally press a function key or assign a key on the numeric keypad twice, an error message will appear on saving the entries, and you can then correct the invalid entry.

Related Topics

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Configuration

How to Reset Hotkeys for the Application

12.18 How to Reset Hotkeys for the Application

Step by Step

1) Click on Setup in the tool bar.

2) Click on My Preferences > Hot Keys in the menu bar.

3) Click on Reset.

4) Click OK.

Related Topics

12.19 How to Start the WBM

Prerequisites

You are an agent with the authorization level of a Supervisor or Administrator.

Step by Step

Click on Admin in the tool bar.

Related Topics

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Appendix

Agent Functions Independent of the Authorization Level

13 Appendix

The Appendix provides details on the different authorization levels (classes of service) of contact center agents, possible restrictions on using system features, and the various call number formats. In addition, it also includes notes on the simultaneous usage of myAgent and other UC Suite clients via one UC Suite user account.

Related Topics

13.1 Agent Functions Independent of the Authorization Level

When an agent is configured by the administrator of the communication system, the rights of the agent are defined by selecting the authorization level (Agent,

Supervisor or Administrator). An agent with the authorization level of a Supervisor or Administrator has elevated privileges.

The differences between the authorization levels are summarized in the following table.

myAgent:

Activity

Authorization level (class of service)

Agent

Supervisor

X

Administrator

X Assign an agent to a queue

Move an agent to another queue

Remove an agent from the queue

Change the status of an agent

Display / hide the agent binding list

Edit an agent assignment

Assigned queues

Display list of Contact Center calls

Activate myAgent screen pop automatically for alarms

Activate alarm tone

Move call to first position in a queue

Record a call

Save recording of call as WAV file or send as WAV file by e-mail

Assigned queues

Display wallboard

Assigned queues

Display the Grade of Service graph

Assigned queues

Display the Average Times graph Assigned queues

Current call

X

X

X

All queues

X

All queues

X

X

All queues

All queues

All queues

X

All calls

X

X

X

X

All queues

X

All queues

X

X

All queues

All queues

All queues

X

All calls

X

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Appendix

Notes on Using myAgent and UC Suite Clients Simultaneously

myAgent:

Activity

Save fax as file or send by e-mail

Save e-mail as EML file or send as EML file by e-mail.

Call monitoring (country dependent)

How to Override a Call

Accept a request for assistance

Create reports

Open WBM

Related Topics

Authorization level (class of service)

Agent

Supervisor

X

X

Administrator

X

X

X

X

X

X

X

X

X

X

X

X

13.2 Notes on Using myAgent and UC Suite Clients Simultaneously

When myAgent and other UC Suite clients are used simultaneously via one UC

Suite user account, the possibility of mutual interactions cannot be excluded.

The term myPortal is used generically in this section to represent myPortal for

Desktop, myPortal for Outlook, myPortal for Mobile, myPortal to go and myPortal for OpenStage.

Examples of mutual interactions:

Changing the presence status via myPortal

The examples apply to the default Voicemail setting for all call forwarding destinations.

myAgent: Agent is logged on. myPortal: The automatic reset of the presence status to Office is disabled.

Changing the presence status via myPortal causes the agent to be immediately logged out of the queue(s). After the agent logs off via myAgent, the presence status in myPortal is reset to Office.

A change in the agent status via myAgent (e.g., to Break) is registered by myPortal, but this does not apply to Log in, Log out and Wrap up.

myAgent: Agent is logged on. myPortal: The automatic reset of the presence status to Office is enabled.

If the agent changes his or her status via myAgent to Break, he or she will be automatically available again after the break time has expired.

A change of the presence status via myPortal to Break causes the agent to be immediately logged out of the queue(s).

myAgent: Agent is logged on.

A change of the presence status via myPortal to Do Not Disturb causes the agent to be immediately logged out of the queue(s).

Outbound Calls via myPortal

The presence status of the subscriber is visible via myAgent.

The calls appear only in the journal of myPortal. No transfer to the statistics of the Contact Center occurs, since these are not Contact Center calls.

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Appendix

Notes on the Use of DECT Phones

Incoming calls to the station number of the agent

The presence status of the subscriber is visible via myAgent.

The calls appear only in the journal of myPortal. No transfer to the statistics of the Contact Center occurs, since these are not Contact Center calls.

Record a call

The recording of calls via myPortal is not registered by myAgent. myAgent offers this function even if the recording of a call is already occurring via myPortal.

Related Topics

13.3 Notes on the Use of DECT Phones

DECT telephones can be used as phones for contact center agents. However, the differences in the operating procedure as compared to corded phones must be taken into account.

Prerequisites for the Use of DECT Phones

Only the DECT telephones that are currently released for operation with

HiPath Cordless Office and OpenScape Business Cordless may be used.

The area within which the contact center agents move about must provide a complete wireless coverage.

The number of base stations must be such that enough B-channels are available for the DECT telephones of the contact center agents.

As far as possible, a contact center agent should not leave the wireless range while logged into a queue of the contact center.

Differences in the Operating Procedure as Compared to Corded Phones

Logging into a queue of the contact center is only possible through myAgent.

No messages such as Available or Break, for example, appear in the display of the DECT telephone.

The control of a DECT telephone via myAgent (e.g., via the Telephony area of the myAgent main window or the screen pop of the incoming myAgent call) is not possible.

Incoming calls can only be accepted via the DECT telephone.

Outbound calls must be initiated via the DECT telephone.

Aspects to be considered when using DECT phones:

Search time

For an incoming call, the time required to find the DECT telephone may take several seconds (at worst up to 20 seconds) before a call is signaled on the

DECT telephone. During the search time, the caller hears the ringing tone.

The contact center evaluates this time as "pickup time". The actual pickup time by a contact center agent thus consists of the search time and the alert time (i.e., time until the call is answered).

If a contact center agent leaves the wireless range with his or her DECT telephone, this may result in longer search times.

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Appendix

Restrictions on Using System Features

DECT telephone cannot be found

If a contact center call exceeds the prescribed time for a call to be answered by the agent (e.g., because the contact center agent is out of range), the agent is automatically logged out of the queue or queues involved. Logging in again is only possible through myAgent.

Related Topics

13.4 Restrictions on Using System Features

During the operation of the Contact Center, there are some restrictions on the use of system features by agents.

The following system features are not available to agents or are subject to restrictions. These features are, however, not mandatory for agents, since the allocation of calls is handled automatically by the Contact Center. The allocation depends on the set rules and the availability of agents.

Locked Features

As soon as a subscriber of the communication system is configured as an agent, the following features are no longer available.

Second call

Call waiting

Intrusion on an agent call (exception: agents with the authorization level of a Supervisor or Administrator)

Group Call

Do Not Disturb (for logged in agents)

Features that affect call routing

The following features could potentially change the call routing in the contact center and should therefore not be executed by agents.

Call forwarding

If a logged in agent activates call forwarding, a logout occurs.

Call forwarding is disabled as soon as an agent logs into a queue.

Do Not Disturb

If a logged in agent activates Do Not Disturb via a UC Suite client, an automatic logout occurs.

Do not Disturb is disabled as soon as an agent logs into a queue.

Related Topics

Relocate

Relocating a telephone changes the logical assignment of the station number. The new station number assignment is only transmitted after restarting the Contact Center.

Group

Agents are not allowed to be members of a group (Group Call, Hunt

Group) or a MULAP. This restriction also applies to system features used in combination with MULAPs, i.e., Team Configuration (Team Group),

Executive/Secretary (Top Group) and Mobility Entry.

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Appendix

Call Number Formats

13.5 Call Number Formats

Call numbers can be specified in different formats.

Format

Canonical

Dialable

Description Example

Begins with + and always includes the country code, area code and the full remaining station number. Blanks and the special characters + ( ) / - : ; are allowed.

+49 (89) 7007-98765

Exactly as you would dial the call number on the system telephone in your office, always with the trunk access code.

• 321 (internal)

• 0700798765 (own local network)

• 0089700798765 (external local network)

• 0004989700798765 (international)

INFO: If possible, you should always use the canonical call number format. This ensures that a phone number is always complete, unique and consistent in any situation, even in a network.

When dialing an external station (dialable format) manually, the CO access code must always be dialed as well. The CO access code must likewise also be specified when manually entering the destination number (dialable format) for the

CallMe service (UC Suite) in UC clients.

When dialing an external phone number in dialable format from a directory (and when using the Desktop Dialer and Clipboard Dialer for certain UC clients), the communication system automatically adds the CO access code (route 1). The automatic addition of the CO access code also occurs when you select a phone number of your own personal data (Mobile number, Private Number, etc.) as a destination number for the CallMe service (UC Suite).

INFO: For calls within the USA via CSTA to a number in canonical format, phone numbers are converted to the dialable format.

Related Topics

Related Topics

How to Initiate a Call Manually

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89

Index

Index

Index

A

administrator

85

agent

85

assign to a queue

46

login at queue by Supervisor/Administrator

50

logout from queue by Supervisor/Admini-

strator

50

move to another queue

48

remove from queue

49

status change by Supervisor/Administrator

50

agent assignment

43

edit

47

agent assignment (binding)

customize display of list

46

customize display of queues

79

agent binding list

44

,

46

agent callback

28

end a callback

28

execute a callback

28

reschedule a callback

28

agent functions agent authorization level (class of service)

17

authorization level of Supervisor/Admini-

strator

43

agent status

44

alarm

56

alarm message

56

alarm tone

enable and disable

57

appearance

74

assistance from supervisor/administrator

29

,

51

accept request

55

request

30

Attendant buttons

62

add tab

64

assign user

63

automatically assign

63

change order of tabs

64

delete tab

64

display

62

remove user

64

sort

62

authorization level (class of service)

85

automatic updates

14

perform

15

average times

42

display

42

B

Break

40

break ending

40

starting

40

C call answer

20

change position in queue

51

,

54

complete

21

hold

31

override

50

,

54

pick up for agent

35

,

36

record (as agent)

29

record (as supervisor/administrator)

50

,

51

silent monitoring

50

,

54

transfer to agent

33

transfer to queue

31

,

34

transfer to subscriber

31

,

34

,

35

call functions

31

call history

37

of caller from caller list, display

39

of current caller, display

21

call number format

89

call processing

19

caller list

36

display

37

canonical call number format

89

change password

76

90

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contact

58

Contact Center use of DECT phones

87

contact details for caller

19

add

21

D

data protection

66

dialable call number format

89

directory

58

search

59

sort

60

Display Conventions

7

E e-mail accept

24

complete

25

flag for follow-up

25

reply to

24

save as e-mail

53

send by e-mail

53

e-mail history

37

of current sender, display

26

e-mail history of sender

display from caller list

39

e-mail processing

22

external directory

58

external offline directory (LDAP)

58

F fax accept

24

complete

24

flag for follow-up

25

reply to

24

save

52

send by e-mail

53

fax history

37

of current sender, display

25

fax history of sender

display from caller list

39

fax processing

22

first steps

16

function key

76

functions for agents

17

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Index

G

Grade of Service

41

display

42

H

hotkey

76

activate or deactivate

83

configure

83

reset

84

I information on caller

19

add

21

delete

57

edit

21

instant message

61

instant messaging

61

send instant message

61

internal directory

58

K key on numeric keypad

76

L

LDAP directory

58

list of agent assignments

44

,

46

list of Contact Center calls

18

M monitor calls

51

myAgent

8

installing

12

starting

12

uninstalling

14

N notes on using myAgent and UC Suite clients simultaneously

86

O

override

50

,

54

P presence status

71

changing the status of a subscriber

72

,

73

Q queue

17

agent

16

,

17

assign agent

46

change position of a call

51

,

54

customize display

80

logout

17

91

Index

monitor

55

move agent

48

queue details

41

display

41

R

recording

29

,

50

recording of call

listen to from the caller list

39

save as WAV file

52

send by e-mail

52

report

66

create

69

report templates

66

restrictions on system features

88

S screen pop

for calls

20

for e-mails

23

for faxes

23

screen pops

74

configure

80

specify position

82

search

58

send instant message

61

setup

74

silent monitoring

50

,

54

statistical information

17

supervisor

85

T

transfer method

31

configure

33

U user interface

change color

77

change skin

77

elements

8

select language

16

,

77

W

wallboard

40

display

41

WBM

76

starting

84

wrapup for calls

19

specify reason

22

92

wrapup for e-mail

23

specify reason

26

wrapup for fax

22

specify reason

26

wrapup time

27

ending

27

extending

27

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