Group Conferencing Quick Reference Guide

Group Conferencing Quick Reference Guide
TELSTRA IP TELEPHONY CUSTOMER ENTERPRISE ADMINISTRATOR
SET AGENT DEFAULT SETTINGS, UNAVAILABLE AND DISPOSITION CODES
Agent Default Settings, Unavailable Codes and Disposition Codes can only
be made when signed in at Enterprise level using CommPilot. All of the
details in this guide can be used when you have logged in as a Customer
Enterprise Administrator (CEA).
All settings can be configured from Options menu - Call Center.
5. Select the time required for the Guard Timer from the drop down box. This time
is in seconds
6. Select the required option for Use Agent Unavailable Settings:
Select from Default or Enterprise
Default will be the system settings and
Enterprise will be the Enterprise settings
7. If required check the box to enable Force Agent to unavailable on Do Not Disturb
activation
Configure default settings for Agents for the Enterprise
1. Select Call Center from the Options menu
2. Select Agent Default Settings
8. If required check the box to enable Force Agent to unavailable on personal calls
9. If required check the box to enable Force agent to unavailable after consecutive
bounces. Use the drop down box select the number of consecutive bounces
necessary before the Agent is forced unavailable
10. Click Apply to save changes and OK to close
3. Select the required option for Use Guard Timer Settings:
Choose Default or Enterprise
Default will be the system settings.
Enterprise will be the Enterprise settings
4. Check the Box to Enable Guard Timer
Guard Timer sets a time Agents will have between calls
Telstra IP Telephony Customer Enterprise Administrator Agent Default Settings, Unavailable Codes and Disposition Codes | August 2013
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TELSTRA IP TELEPHONY CUSTOMER ENTERPRISE ADMINISTRATOR
SET AGENT DEFAULT SETTINGS, UNAVAILABLE AND DISPOSITION CODES
When an Agent makes themselves unavailable in the call centre they can be
prompted to enter in an Unavailable code, this is a reason why they are
unavailable.
Unavailable codes are useful for reporting.
1. Select Call Center from the Option menu
2. Select Agent Unavailable Codes
1. Click Add
2. The Agent Unavailable Codes Add screen will display
The Active box will be checked automatically. If unchecked the code will not
display as an option for Agents.
A Code must be entered. The code is generally entered as a number; Agents
can then enter the code if using a handset only.
3. Enter a description of the code
An Agent using the Desktop client or Thin Client will view the code and
description information. An example can be seen below.
3. Check the box to Enable Agent Unavailable Codes
Below enable Agents Unavailable Codes are settings for Default codes on Do
Not Disturb, Default Code on personal calls and Default Code on consecutive
bounces. No selections will be available from the menu until Unavailable Codes
have been added.
4. Click OK to save the new code and close the window
5. Repeat these steps to add more Unavailable Codes
6. When the Unavailable Codes have been added the Default codes can be
selected
Telstra IP Telephony Customer Enterprise Administrator Agent Default Settings, Unavailable Codes and Disposition Codes | August 2013
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TELSTRA IP TELEPHONY CUSTOMER ENTERPRISE ADMINISTRATOR
SET AGENT DEFAULT SETTINGS, UNAVAILABLE AND DISPOSITION CODES
1.
2.
3.
4.
Select Call Center from the Option menu
Select Agent Unavailable Codes
Click on the Unavailable Code you need to edit
Make the necessary changes
Only the description can be edited and the Active box unchecked
5. Click OK
7. Select an option from the drop down menu to select the Default Code on Do Not
Disturb Activation
8. Select an option from the drop down menu to select the Default Code on
1.
2.
3.
4.
Select Call Center from the Option menu
Select Agent Unavailable Codes
Click on the Unavailable Code you need to delete
Click Delete
You will be returned to the Agent Unavailable Codes screen
Personal Calls
9. Select an option from the drop down menu to select the Default Code on
Consecutive Call Bounces
10. If required check the box to enable Force use of Agent Unavailable Codes with
Default Code and select the required default code from the drop down menu
11. Click Apply and OK
Telstra IP Telephony Customer Enterprise Administrator Agent Default Settings, Unavailable Codes and Disposition Codes | August 2013
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TELSTRA IP TELEPHONY CUSTOMER ENTERPRISE ADMINISTRATOR
SET AGENT DEFAULT SETTINGS, UNAVAILABLE AND DISPOSITION CODES
Disposition Codes are used to create reports on the type of calls Agents
receive. Agents enter the Disposition Code during a call or at the end of a
call. Disposition Codes can be added by the CEA from the Call Center
Option.
1. Select Call Center from the Option menu
2. Click on Call Disposition Codes
6. Enter the Disposition Code Description
7. Click OK
1.
2.
3.
4.
Select Call Center from the Option menu
Select Disposition Codes
Click on the Disposition Code you need to edit
Make the necessary changes
Only the description can be edited
5. Click OK
1.
2.
3.
4.
Select Call Center from the Option menu
Select Disposition Codes
Click on the Disposition Code you need to delete
Click Delete
You will be returned to the Disposition Codes screen
3. Click Add
4. The Active box will be checked by default
5. Enter the Code
The code is generally entered as a number; Agents can then enter the code if
using a handset only.
Telstra IP Telephony Customer Enterprise Administrator Agent Default Settings, Unavailable Codes and Disposition Codes | August 2013
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