BroadWorks Hosted Thin Call Center Agent/Supervisor User

BroadWorks Hosted Thin Call Center
Agent/Supervisor
User Guide
Release 20.0
Document Version 5
9737 Washingtonian Boulevard, Suite 350
Gaithersburg, MD 20878
Tel +1 301.977.9440
WWW.BROADSOFT.COM
BroadWorks® Guide
Copyright Notice
Copyright© 2014 BroadSoft, Inc.
All rights reserved.
Any technical documentation that is made available by BroadSoft, Inc. is proprietary and
confidential and is considered the copyrighted work of BroadSoft, Inc.
This publication is for distribution under BroadSoft non-disclosure agreement only. No
part of this publication may be duplicated without the express written permission of
BroadSoft, Inc., 9737 Washingtonian Boulevard, Suite 350, Gaithersburg, MD 20878.
BroadSoft reserves the right to make changes without prior notice.
Trademarks
Any product names mentioned in this document may be trademarks or registered
trademarks of BroadSoft or their respective companies and are hereby acknowledged.
This document is printed in the United States of America.
BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE
©
2014 BROADSOFT, INC.
40-CA5906-00
PAGE 2 OF 180
Document Revision History
Release
Version
Reason for Change
Date
Author
17.sp2
1
Created document.
October 14, 2010
Goska Auerbach
17.sp2
1
Edited and published document.
January 25, 2011
Jessica Boyle
17.sp2
2
Updated section 6.4.1 Assign Disposition
Codes to Current Call to reflect changes in
the interface.
February 17, 2011
Goska Auerbach
17.sp2
2
Updated section 6.3.2 View Incoming Call
Details for EV 127533.
February 23, 2011
Goska Auerbach
17.sp2
2
Updated section 17 Configure Call Center
for EV 126771.
February 24, 2011
Goska Auerbach
17.sp2
2
Updated section 5 Explore Workspace for
EV 127180.
February 28, 2011
Goska Auerbach
17.sp2
2
Updated section 5 Explore Workspace for
EV 128936.
March 8, 2011
Goska Auerbach
17.sp2
2
Updated sections 4.6 Sign Out and 17.7
Settings – About to align document with
changes in the interface.
March 15, 2011
Goska Auerbach
17.sp2
2
Updated section 5 Explore Workspace for
EV 126451.
March 16, 2011
Goska Auerbach
17.sp2
2
Edited changes and published document.
March 17, 2011
Jessica Boyle
17.sp2
3
Updated section 17.1.7 Workspace for
EV 119881.
March 23, 2011
Goska Auerbach
17.sp2
3
Updated section 6.3.2 View Incoming Call
Details for EV 118621.
March 24, 2011
Goska Auerbach
17.sp2
3
Edited changes and published document.
April 7, 2011
Andrea Fitzwilliam
17.sp2
4
Updated sections 14.1.1 Run Report and
14.1.9 Agent Utilization Report for
EV 131031.
April 11, 2011
Goska Auerbach
17.sp2
4
Updated sections 4.6 Sign Out and
13.6 Silently Monitor Agent’s Call for
EV 131536.
April 12, 2011
Goska Auerbach
17.sp2
4
Updated sections 4.8 Change Your
Password and 17.1.1 Account for
EV 130633.
April 13, 2011
Goska Auerbach
17.sp2
4
Updated document with changes in the
application.
April 23, 2011
Goska Auerbach
17.sp2
4
Updated section 14.2 Select Call Centers to
Monitor for EV 141300.
May 11, 2011
Goska Auerbach
Updated Appendix C: Keyboard Shortcuts
for EV 130778.
17.sp2
4
Updated sections 6.3.2 View Incoming Call
Details and 17.4.1 Notification for
EV 131521.
May 17, 2011
Goska Auerbach
17.sp2
4
Edited and published the document.
May 26, 2011
Jessica Boyle
BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE
©
2014 BROADSOFT, INC.
40-CA5906-00
PAGE 3 OF 180
Release
Version
Reason for Change
Date
Author
17.sp2
5
Updated section 14 Manage Queued Calls
(Supervisor) for EV 141300.
June 10, 2011
Goska Auerbach
17.sp2
5
Updated section for EV 141759.
June 14, 2011
Goska Auerbach
17.sp2
5
Updated section 16.1.2 Schedule Report for
EV 144204.
June 20, 2011
Goska Auerbach
17.sp2
5
Updated section 16.1.1 Run Report for
EV 143506.
June 27, 2011
Goska Auerbach
17.sp2
5
Edited changes to the document.
July 18, 2011
Jessica Boyle
17.sp2
5
Made minor editorial change.
July 18, 2011
Patricia Renaud
17.sp2
5
Edited document.
August 1, 2011
Andrea Fitzwilliam
17.sp2
5
Updated document with information about
the usability enhancements.
August 1, 2011
Goska Auerbach
17.sp2
5
Updated sections 9.4 Manage Personal
Contacts and 9.5 Manage Speed Dial
Numbers for EV 145992.
August 10, 2011
Goska Auerbach
Removed the section about transferring
calls to voice mail for EV 146029.
Updated section 14.8 Monitor Next Call for
EV 146021.
Updated sections 11.2 Supervisor Phone
States and 19.3 Phone States for
EV 146017.
17.sp2
5
Edited changes to the document.
August 12, 2011
Andrea Fitzwilliam
17.sp2
5
Updated section 9.5 Manage Speed Dial
Numbers for EV 145992.
August 18, 2011
Goska Auerbach
Updated section 4.6 Sign Out with
comments from testing.
Updated section 13.3 Agent Phone and
ACD States for EV 146017.
17.sp2
5
Edited changes to the document and
created PDF.
August 19, 2011
Andrea Fitzwilliam
17.sp2
5
Published document.
September 7, 2011
Patricia Renaud
17.sp2
6
Updated section 14.7 Order Queued Calls
for EV 142502.
September 12, 2011
Goska Auerbach
18.0
1
Updated document for Release 18.0.
October 18, 2011
Goska Auerbach
18.0
1
Updated sections 4 Getting Started and
17.4.2 Microsoft Outlook for EV 153628.
November 22, 2011
Goska Auerbach
18.0
1
Updated section 17.6.3 Default Servicelevel Calculations for EV 141759.
January 3, 2012
Goska Auerbach
18.0
1
Edited changes and published document.
January 5, 2012
Patricia Renaud
18.0
2
Updated sections 3.2 Call Center –
Supervisor, 14.1 Queued Calls Pane, 14.2
Select Call Centers to Monitor, 14.9 Enable
Night Service Override or Forced
Forwarding (Premium Call Center), and
14.15 Change Position of Call in Queue and
added section 14.3 Modify Number of Calls
to Display to align document with changes
in the application.
January 31, 2012
Goska Auerbach
BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE
©
2014 BROADSOFT, INC.
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PAGE 4 OF 180
Release
Version
Reason for Change
Date
Author
18.0
2
Updated section 14.1 Queued Calls Pane
for EV 159630.
February 21, 2012
Goska Auerbach
18.0
2
Edited changes and published document.
March 19, 2012
Jessica Boyle
19.0
1
Updated document for Release 19.0.
March 21, 2012
Goska Auerbach
19.0
1
Updated section 4.2 Sign in from Web
Browser for EV 160535.
May 11, 2012
Goska Auerbach
Updated section 14.2 Select Call Centers to
Monitor and 14.4 Show or Hide Call Center
Panels for EV 165300.
19.0
1
Edited changes.
October 5, 2012
Patricia Renaud
19.0
1
Updated section 6.12.1 Make Emergency
Call for EV 175261.
November 15, 2012
Goska Auerbach
19.0
1
Edited changes and published document.
December 3, 2012
Jessica Boyle
20.0
1
Updated document for Release 20.0.
January 3, 2013
Goska Auerbach
20.0
1
Updated section 9.2.1 Sort Contacts for EV
182669.
January 22, 2013
Goska Auerbach
20.0
1
Updated sections 4 Getting Started and
17.4.2 Microsoft Outlook for EV 192180.
May 6, 2013
Goska Auerbach
20.0
1
Removed section on theme for
EV 194697.
June 7, 2013
Goska Auerbach
Updated sections 5 Explore Workspace and
17.1.7 Workspace for EV 175559.
20.0
1
Updated section 17.4.5 Call Event Log for
EV 196539.
July 26, 2013
Goska Auerbach
20.0
1
Updated section 6.8.5 End Call for
EV 198717.
July 29, 2013
Goska Auerbach
20.0
1
Updated section 17.1.7 Workspace for
EV 205434.
November 11, 2013
Goska Auerbach
20.0
1
Edited changes and published document.
November 21, 2013
Patricia Renaud
20.0
2
Updated section 11 Monitor Supervisors
(Agent) for EV 213354.
January 20, 2014
Goska Auerbach
20.0
2
Updated document for the Thin Clients to
Conform to Presence Rules Feature
Description (EV 192594).
February 11, 2014
Goska Auerbach
20.0
2
Edited changes and published document.
March 17, 2014
Jessica Boyle
20.0
3
Updated section 5.3.11 Outlook Panel for
EV 216467.
March 25, 2014
Goska Auerbach
20.0
3
Edited changes and published document.
May 30, 2014
Jessica Boyle
20.0
4
Revised indexing.
June 13, 2014
Goska Auerbach
20.0
4
Updated sections 11.2 Supervisor Phone
States, 13.3 Agent Phone and ACD States,
and 19.3 Phone States for EV 224630.
June 19, 2014
Goska Auerbach
20.0
4
Edited changes and published document.
July 8, 2014
Andrea Fitzwilliam
20.0
5
Updated section 13.4 View Agent’s Details
for EV 235015.
September 15, 2014
Goska Auerbach
BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE
©
2014 BROADSOFT, INC.
40-CA5906-00
PAGE 5 OF 180
Release
Version
Reason for Change
Date
Author
20.0
5
Updated section 6.9.1 Set Your Outgoing
Calling Line Identity (Premium Call Center)
for EV 231329.
September 15, 2014
Goska Auerbach
20.0
5
Updated the BroadSoft legal notice.
October 29, 2014
Goska Auerbach
20.0
5
Updated sections 6.3 View Calls and 15.3
Agent Information for EV 218533.
October 30, 2014
Goska Auerbach
20.0
5
Added Appendix B: Diagnostic Tool and
updated sections 2.2 How This Guide is
Organized and 17.7 Settings – About for the
Client Side Diagnostic Tool For Thin Clients
Feature (for EV 232627).
October 30, 2014
Goska Auerbach
20.0
5
Edited changes and published document.
November 4, 2014
Jessica Boyle
BROADWORKS HOSTED THIN CALL CENTER AGENT/SUPERVISOR USER GUIDE
©
2014 BROADSOFT, INC.
40-CA5906-00
PAGE 6 OF 180
Table of Contents
1
Summary of Changes ................................................................................................................ 18
1.1
Changes for Release 20.0, Document Version 5 .................................................................... 18
1.2
Changes for Release 20.0, Document Version 4 .................................................................... 18
1.3
Changes for Release 20.0, Document Version 3 .................................................................... 18
1.4
Changes for Release 20.0, Document Version 2 .................................................................... 18
1.5
Changes for Release 20.0, Document Version 1 .................................................................... 18
1.6
Changes for Release 19.0, Document Version 1 .................................................................... 19
1.7
Changes for Release 18.0, Document Version 2 .................................................................... 20
1.8
Changes for Release 18.0, Document Version 1 .................................................................... 20
1.9
Changes for Release 17.sp2, Document Version 6 ................................................................ 20
1.10 Changes for Release 17.sp2, Document Version 5 ................................................................ 20
1.11 Changes for Release 17.sp2, Document Version 4 ................................................................ 20
1.12 Changes for Release 17.sp2, Document Version 3 ................................................................ 21
1.13 Changes for Release 17.sp2, Document Version 2 ................................................................ 21
1.14 Changes for Release 17.sp2, Document Version 1 ................................................................ 21
2 About This Document ................................................................................................................ 22
2.1
Audience .................................................................................................................................... 22
2.2
How This Guide is Organized ................................................................................................... 22
2.3 Additional Resources ................................................................................................................ 23
3 Introduction to Call Center........................................................................................................ 24
3.1
3.2
4
Call Center – Agent ................................................................................................................... 25
Call Center – Supervisor ........................................................................................................... 26
Getting Started ............................................................................................................................ 28
4.1
Launch Call Center from Web Portal........................................................................................ 28
4.2
Sign in from Web Browser ........................................................................................................ 29
4.3
Hot Desk Sign-in ........................................................................................................................ 30
4.4
Sign-in Restrictions .................................................................................................................... 31
4.5
Get Help ..................................................................................................................................... 32
4.6
Sign Out ..................................................................................................................................... 32
4.7
Set Up Call Center..................................................................................................................... 33
4.8
Change Your Password ............................................................................................................ 33
4.9
Change Your ACD State (Agents)............................................................................................ 34
4.10 Change Your Instant Messaging and Presence State ............................................................ 34
4.11 Enable or Disable Services ....................................................................................................... 35
5 Explore Workspace .................................................................................................................... 37
5.1
Logo Pane.................................................................................................................................. 39
5.1.1
Global Message Area ....................................................................................................... 39
5.1.2
Links to Other Interface Elements and Functions ........................................................... 39
5.1.3
Logged User Information.................................................................................................. 39
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5.2
5.3
Call Console............................................................................................................................... 40
5.2.1
Header Bar........................................................................................................................ 41
5.2.2
Dialer ................................................................................................................................. 41
5.2.3
Current Calls ..................................................................................................................... 42
5.2.4
Conference Call ................................................................................................................ 43
5.2.5
Call States and Actions .................................................................................................... 43
Contacts Pane ........................................................................................................................... 44
5.3.1
Search Panel .................................................................................................................... 46
5.3.2
Enterprise/Group Panel .................................................................................................... 46
5.3.3
Common Panel ................................................................................................................. 46
5.3.4
Personal Panel ................................................................................................................. 47
5.3.5
Agents Panel (Supervisors) ............................................................................................. 47
5.3.6
Supervisors Panel (Agents) ............................................................................................. 47
5.3.7
Speed Dial Panel .............................................................................................................. 48
5.3.8
Queues Panel ................................................................................................................... 48
5.3.9
Custom Directories Panels............................................................................................... 48
5.3.10 Instant Message Panel ..................................................................................................... 49
5.3.11 Outlook Panel ................................................................................................................... 49
5.3.12 Directories Panel .............................................................................................................. 50
5.4
Call History ................................................................................................................................. 51
5.5
Controls ...................................................................................................................................... 52
6
5.5.1 Call Action Buttons ........................................................................................................... 54
Manage Calls ............................................................................................................................... 57
6.1
Call Management Operations Quick Reference ...................................................................... 58
6.2
Drag and Drop Call onto Contact ............................................................................................. 60
6.3
View Calls .................................................................................................................................. 60
6.4
6.5
6.6
6.7
6.3.1
View Current Calls ............................................................................................................ 60
6.3.2
Group Calls ....................................................................................................................... 61
6.3.3
View Incoming Call Details............................................................................................... 62
Assign Disposition Codes (Premium Call Center) ................................................................... 63
6.4.1
Assign Disposition Codes to Current Call ....................................................................... 63
6.4.2
Assign Disposition Codes in Wrap-Up ............................................................................ 63
Generate Call Trace .................................................................................................................. 65
6.5.1
Generate Call Trace for Selected Call ............................................................................. 65
6.5.2
Generate Call Trace for Last Released Call ................................................................... 65
Record Calls .............................................................................................................................. 65
6.6.1
Start Call Recording ......................................................................................................... 66
6.6.2
Pause and Resume Call Recording ................................................................................ 66
6.6.3
Stop Call Recording.......................................................................................................... 66
View and Change Security Classification of Calls ................................................................... 66
6.7.1
6.8
Change Security Classification ........................................................................................ 67
Receive, Answer, and End Calls .............................................................................................. 68
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6.9
6.8.1
Answer Call ....................................................................................................................... 68
6.8.2
Auto Answer Calls ............................................................................................................ 68
6.8.3
Open URL ......................................................................................................................... 68
6.8.4
Save vCard ....................................................................................................................... 69
6.8.5
End Call ............................................................................................................................. 69
Make Outbound Calls ................................................................................................................ 69
6.9.1
Set Your Outgoing Calling Line Identity (Premium Call Center) .................................... 69
6.9.2
Dial Ad Hoc Number......................................................................................................... 70
6.9.3
Redial Number .................................................................................................................. 70
6.9.4
Dial Contact....................................................................................................................... 71
6.9.5
Dial from Search ............................................................................................................... 71
6.9.6
Dial from History ............................................................................................................... 72
6.10 Place Calls on Hold, Resume, and Camp Calls ...................................................................... 72
6.10.1 Place Call on Hold ............................................................................................................ 72
6.10.2 Resume Held Call............................................................................................................. 72
6.10.3 Conduct Busy Camp On .................................................................................................. 73
6.11 Transfer Calls............................................................................................................................. 73
6.11.1 Blind Transfer.................................................................................................................... 73
6.11.2 Transfer with Consultation ............................................................................................... 74
6.11.3 Transfer to Queue ............................................................................................................ 74
6.12 Escalate Calls ............................................................................................................................ 74
6.12.1 Make Emergency Call ...................................................................................................... 74
6.12.2 Blind Escalate Call ............................................................................................................ 75
6.12.3 Escalate with Consultation ............................................................................................... 76
6.12.4 Escalate with Conference or Handover........................................................................... 76
6.12.5 Escalate with Mid-Conference Hold ................................................................................ 76
6.13 Manage Conference Calls ........................................................................................................ 77
6.13.1 Start Three-Way Conference ........................................................................................... 78
6.13.2 Add Participant to Conference ......................................................................................... 78
6.13.3 Hold Conference............................................................................................................... 79
6.13.4 Resume Conference ........................................................................................................ 79
6.13.5 Hold Participant................................................................................................................. 79
6.13.6 Take Participant Off Hold ................................................................................................. 79
6.13.7 Leave Conference ............................................................................................................ 79
6.13.8 End Participant.................................................................................................................. 79
7
7.1
6.13.9 End Conference................................................................................................................ 79
Manage Call History ................................................................................................................... 80
View Call History........................................................................................................................ 80
7.2 Delete Call History ..................................................................................................................... 80
8 E-mail Contacts ........................................................................................................................... 81
8.1 Send E-mail Message to Contact ............................................................................................. 81
9 Manage Contacts ........................................................................................................................ 82
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9.1
9.2
View Contacts ............................................................................................................................ 83
9.1.1
Show or Hide Directories ................................................................................................. 83
9.1.2
Display Directory Below Call Console ............................................................................. 84
9.1.3
Show or Hide Directory Content ...................................................................................... 86
9.1.4
Show Contact Details ....................................................................................................... 86
9.1.5
Select Display Order......................................................................................................... 87
Organize Contacts ..................................................................................................................... 88
9.2.1
9.3
9.3.1
9.4
9.5
Sort Contacts .................................................................................................................... 88
Search for Contacts ................................................................................................................... 89
Perform Contact Search................................................................................................... 89
Manage Personal Contacts ...................................................................................................... 90
9.4.1
Add Personal Contact ...................................................................................................... 90
9.4.2
Delete Personal Contact .................................................................................................. 91
Manage Speed Dial Numbers .................................................................................................. 92
9.5.1
Add Speed Dial Entry ....................................................................................................... 92
9.5.2
Modify Speed Dial Entry................................................................................................... 92
9.5.3 Delete Speed Dial Entry ................................................................................................... 93
10 Monitor IM&P Contacts and Chat with Contacts .................................................................. 94
10.1 Monitor IM&P Contacts ............................................................................................................. 94
10.1.1 Subscribe to Contact ........................................................................................................ 94
10.1.2 Add Contact to Instant Message Directory ..................................................................... 95
10.1.3 Modify Contact Name....................................................................................................... 96
10.1.4 Unsubscribe from Contact................................................................................................ 96
10.1.5 Accept or Reject Subscription Request ........................................................................... 97
10.1.6 View Unified Presence State of Contacts ....................................................................... 97
10.2 Chat with IM&P Contacts .......................................................................................................... 98
10.2.1 Start Instant Messaging Session ..................................................................................... 98
10.2.2 Place Call from Chat Window ........................................................................................ 100
10.2.3 Establish Multiuser Chat Session .................................................................................. 100
10.2.4 Manage Instant Messaging Sessions ........................................................................... 101
11 Monitor Supervisors (Agent) .................................................................................................. 103
11.1 Select Supervisors to Monitor ................................................................................................. 103
11.2 Supervisor Phone States ........................................................................................................ 104
12 Monitor Call Centers (Agent) .................................................................................................. 105
12.1 Dashboard Pane...................................................................................................................... 105
12.2 Select Call Centers to Monitor ................................................................................................ 107
12.3 Select Information to Display .................................................................................................. 107
12.4 Order Call Centers................................................................................................................... 108
13 Manage Agents (Supervisor) .................................................................................................. 109
13.1 Select Agents to Monitor ......................................................................................................... 109
13.2 Make Agents Join Queues ...................................................................................................... 110
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13.3 Agent Phone and ACD States ................................................................................................ 111
13.4 View Agent’s Details ................................................................................................................ 112
13.5 Change Agent ACD State ....................................................................................................... 113
13.6 Silently Monitor Agent’s Call ................................................................................................... 114
13.7 Barge in on Agent’s Call .......................................................................................................... 115
13.8 Pick Up Agent’s Ringing Call .................................................................................................. 115
14 Manage Queued Calls (Supervisor) ...................................................................................... 116
14.1 Queued Calls Pane ................................................................................................................. 116
14.2 Select Call Centers to Monitor ................................................................................................ 119
14.3 Modify Number of Calls to Display ......................................................................................... 120
14.4 Show or Hide Call Center Panels ........................................................................................... 120
14.5 View Queued Calls .................................................................................................................. 121
14.6 Group Queued Calls................................................................................................................ 121
14.7 Order Queued Calls ................................................................................................................ 121
14.8 Monitor Next Call ..................................................................................................................... 122
14.9 Enable Night Service Override or Forced Forwarding (Premium Call Center) .................... 122
14.10 Retrieve Call from Queue........................................................................................................ 123
14.11 Promote Call in Queue (Premium Call Center) ..................................................................... 123
14.12 Transfer Call to Another Queue .............................................................................................. 123
14.13 Transfer Call from Queue to Agent......................................................................................... 124
14.14 Transfer Call to Ad Hoc Number ............................................................................................ 124
14.15 Change Position of Call in Queue .......................................................................................... 124
14.16 Transfer Call to Top of Queue (Premium Call Center) .......................................................... 125
15 View Real-Time Statistics (Supervisor) ................................................................................ 126
15.1 Display Dashboard .................................................................................................................. 126
15.2 Queue Information ................................................................................................................... 127
15.3 Agent Information .................................................................................................................... 128
15.4 Select Information to Display .................................................................................................. 129
15.5 Navigate to Agent in Agent Directory or Queue in Queued Calls Pane ............................... 129
16 Generate Reports ..................................................................................................................... 131
16.1.1 Run Report...................................................................................................................... 132
16.1.2 Schedule Report ............................................................................................................. 138
16.1.3 Manage Scheduled Reports .......................................................................................... 143
17 Configure Call Center .............................................................................................................. 144
17.1 Settings – General ................................................................................................................... 145
17.1.1 Account ........................................................................................................................... 145
17.1.2 Hotel/Flexible Seating Host ............................................................................................ 146
17.1.3 Language ........................................................................................................................ 146
17.1.4 Screen Pop ..................................................................................................................... 146
17.1.5 Date Format .................................................................................................................... 147
17.1.6 Time Format.................................................................................................................... 147
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17.1.7 Workspace ...................................................................................................................... 148
17.2 Settings – Application .............................................................................................................. 149
17.2.1 Queue Memberships (Agent)......................................................................................... 149
17.2.2 Agent Policies (Agent) .................................................................................................... 149
17.2.3 Barge-In & Monitor (Supervisor) .................................................................................... 150
17.3 Settings – Services .................................................................................................................. 151
17.4 Settings – Plug-ins ................................................................................................................... 152
17.4.1 Notification....................................................................................................................... 152
17.4.2 Microsoft Outlook ............................................................................................................ 153
17.4.3 LDAP v3 .......................................................................................................................... 153
17.4.4 Program Shortcuts.......................................................................................................... 154
17.4.5 Call Event Log................................................................................................................. 155
17.5 Settings – Messaging .............................................................................................................. 157
17.5.1 E-mail Messaging ........................................................................................................... 157
17.5.2 Instant Messaging and Presence .................................................................................. 157
17.6 Settings – Report ..................................................................................................................... 158
17.6.1 Default Thresholds ......................................................................................................... 158
17.6.2 Default Start of the Week ............................................................................................... 158
17.6.3 Default Service-level Calculations ................................................................................. 159
17.7 Settings – About....................................................................................................................... 159
18 Configure Web Browser .......................................................................................................... 161
18.1 Internet Explorer Settings for Full Screen Mode .................................................................... 161
18.2 Firefox Settings Quick Link Navigation................................................................................... 162
19 Appendix A: Glossary and Definitions ................................................................................ 163
19.1 ACD States .............................................................................................................................. 163
19.2 Agent Skill Levels (Premium Call Centers) ............................................................................ 164
19.3 Phone States ........................................................................................................................... 164
19.4 Unified Instant Messaging Presence States .......................................................................... 165
19.5 Call States ................................................................................................................................ 166
19.6 Call Types ................................................................................................................................ 166
20 Appendix B: Diagnostic Tool ................................................................................................ 168
20.1 Launching Diagnostic Tool...................................................................................................... 168
20.2 Diagnostic Tool GUI ................................................................................................................ 168
20.2.1 Session Tab .................................................................................................................... 168
20.2.2 Long Polling Tab ............................................................................................................. 169
20.2.3 Calls Tab ......................................................................................................................... 170
20.2.4 Service Tab ..................................................................................................................... 171
20.2.5 Monitoring Tab ................................................................................................................ 171
20.2.6 Support Tab .................................................................................................................... 172
20.3 Known Issues .......................................................................................................................... 172
21 Appendix C: Keyboard Shortcuts ........................................................................................ 173
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Index ................................................................................................................................................... 175
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Table of Figures
Figure 1 Call Center – Agent Main Interface........................................................................................... 25
Figure 2 Call Center – Supervisor Main Interface ................................................................................... 26
Figure 3 BroadWorks Web Portal Logo Pane – Launching Call Center as Agent................................ 28
Figure 4 BroadWorks Web Portal Logo Pane – Launching Call Center as Supervisor ....................... 28
Figure 5 Call Center Sign-in Page ........................................................................................................... 29
Figure 6 Call Center Sign-in Dialog Box – Advanced Options ............................................................... 30
Figure 7 Sign-in Dialog Box with Error Message .................................................................................... 31
Figure 8 Main Interface (Top of Page) with Error Message ................................................................... 31
Figure 9 Main Interface (Top of Page) with Information Message......................................................... 31
Figure 10 Logo Pane with Help Link ....................................................................................................... 32
Figure 11 Dialog Box – Signing Out Last ................................................................................................ 32
Figure 12 Dialog Box – Saving Workspace on Sign Out ....................................................................... 32
Figure 13 Changing Password ................................................................................................................ 33
Figure 14 Logo Pane – ACD State Control ............................................................................................. 34
Figure 15 Logo Pane – Unavailable Codes ............................................................................................ 34
Figure 16 IM&P State Drop-Down List .................................................................................................... 35
Figure 17 Set IM Status Dialog Box ........................................................................................................ 35
Figure 18 IM&P Status Message in ToolTip ........................................................................................... 35
Figure 19 Call Center – Agent Main Interface ......................................................................................... 37
Figure 20 Call Center Logo Pane ............................................................................................................ 39
Figure 21 Call Console ............................................................................................................................. 40
Figure 22 Call Console Header Bar ........................................................................................................ 41
Figure 23 Dialer ........................................................................................................................................ 41
Figure 24 Call Console – Current Calls ................................................................................................... 42
Figure 25 Call Console – Conference Call .............................................................................................. 43
Figure 26 Contacts Pane ......................................................................................................................... 44
Figure 27 Group Panel – Contact in Focus with Action Buttons ............................................................ 45
Figure 28 Contacts Pane – Search Panel ............................................................................................... 46
Figure 29 Contacts Pane – Group Panel ................................................................................................ 46
Figure 30 Contacts Pane – Common Panel ........................................................................................... 46
Figure 31 Contacts Pane – Personal Panel ............................................................................................ 47
Figure 32 Contacts Pane – Agents Panel ............................................................................................... 47
Figure 33 Contacts Pane – Supervisors Panel ....................................................................................... 47
Figure 34 Contacts Pane – Speed Dial Panel ........................................................................................ 48
Figure 35 Contacts Pane – Queues Panel.............................................................................................. 48
Figure 36 Contacts Pane – Custom Panel .............................................................................................. 49
Figure 37 Contacts Pane – Instant Message Panel ............................................................................... 49
Figure 38 Contacts Pane – Outlook Panel .............................................................................................. 49
Figure 39 Contacts Pane – Directories Panel ......................................................................................... 50
Figure 40 Call History Dialog Box ............................................................................................................ 51
Figure 41 Call History Dialog Box – Call Log with Call Action Button .................................................... 51
Figure 42 Group Panel – Contact in Focus ............................................................................................. 54
Figure 43 Call Console ............................................................................................................................. 57
Figure 44 Dragging Call and Dropping on Contact................................................................................. 60
Figure 45 Call Console – View Current Calls .......................................................................................... 61
Figure 46 Call Console – Grouped Calls ................................................................................................. 61
Figure 47 Grouping Calls in Call Console ............................................................................................... 62
Figure 48 Call Notification Pop-up Window for Call That Is Not ACD Call ............................................ 62
Figure 49 Call Notification Pop-up Window for ACD Call....................................................................... 62
Figure 50 Call Notification Pop-up Window with Diversion Information ................................................ 63
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Figure 51 Call Console – Assigning Disposition Code to Active Call .................................................... 63
Figure 52 Call Console – Assigning Disposition Code in Wrap-Up ....................................................... 64
Figure 53 Call in Call Console with Record Button ................................................................................. 65
Figure 54 Call Being Recorded................................................................................................................ 65
Figure 55 Security Classification of Calls ................................................................................................ 67
Figure 56 Security Classification Levels .................................................................................................. 67
Figure 57 Dialer – Setting Outbound CLID.............................................................................................. 69
Figure 58 Dialer – Dialing Ad Hoc Number ............................................................................................. 70
Figure 59 Dialer – Select Recently Dialed Number ................................................................................ 70
Figure 60 Dialer – Redialing Number ...................................................................................................... 70
Figure 61 Group Panel – Expanded Contact with Action Buttons ......................................................... 71
Figure 62 Dial From Search ..................................................................................................................... 71
Figure 63 Call History Dialog Box ............................................................................................................ 72
Figure 64 Supervisors Panel – Making Emergency Calls ...................................................................... 75
Figure 65 Call Console – Conference Call Panel ................................................................................... 77
Figure 66 Call Console – Starting Conference Call ................................................................................ 78
Figure 67 Conference Call Panel – Conference Call.............................................................................. 78
Figure 68 Call History Dialog Box ............................................................................................................ 80
Figure 69 Contacts Pane ......................................................................................................................... 82
Figure 70 Contacts Pane – Show/Hide Contact Directories .................................................................. 84
Figure 71 Directories Panel – Selecting Directory to Display ................................................................. 84
Figure 72 Directories Panel – Selecting Directory .................................................................................. 85
Figure 73 Custom Directory Displayed Below Call Console .................................................................. 85
Figure 74 Group Panel Expanded ........................................................................................................... 86
Figure 75 Group Panel – Contact Details ............................................................................................... 87
Figure 76 Contacts Pane – Displaying Contacts by First Name, Last Name........................................ 87
Figure 77 Supervisors Panel – Supervisors Listed by First Name, Last Name .................................... 87
Figure 78 Contacts Pane – Sorting Contacts .......................................................................................... 88
Figure 79 Group Panel – Contacts Sorted by First Name...................................................................... 88
Figure 80 Contacts Pane – Search Panel ............................................................................................... 89
Figure 81 Contacts Pane – Search Results ............................................................................................ 89
Figure 82 Edit Personal Contact Dialog Box – Adding Entry ................................................................. 91
Figure 83 Edit Personal Contact Window – Deleting Entry .................................................................... 91
Figure 84 Edit Speed Dials Dialog Box – Adding Entry.......................................................................... 92
Figure 85 Edit Speed Dials Dialog Box – Modifying Entry ..................................................................... 93
Figure 86 Edit Speed Dials Dialog Box – Deleting Entry ........................................................................ 93
Figure 87 Contact (IM) Subscribe Dialog Box......................................................................................... 94
Figure 88 Contact (IM) Re-Subscribe Dialog Box .................................................................................. 95
Figure 89 Edit Instant Message Contacts Dialog Box – Add Contact ................................................... 95
Figure 90 Edit Instant Message Contacts Dialog Box – Modify Contact ............................................... 96
Figure 91 Contact (IM) Unsubscribe Dialog Box .................................................................................... 96
Figure 92 Contact (IM) Request Dialog Box ........................................................................................... 97
Figure 93 Instant Message Directory – Unified Presence State of Contacts ........................................ 97
Figure 94 IM&P Contact with Chat button ............................................................................................... 99
Figure 95 Chat Window............................................................................................................................ 99
Figure 96 Add Participants to Chat ........................................................................................................ 100
Figure 97 Multiuser Chat ........................................................................................................................ 101
Figure 98 Managing Chat Sessions ...................................................................................................... 101
Figure 99 Supervisors Panel.................................................................................................................. 103
Figure 100 Supervisor Favorites Dialog Box ........................................................................................ 103
Figure 101 Dashboard Pane (Agents) .................................................................................................. 105
Figure 102 Select Queues Dialog Box .................................................................................................. 107
Figure 103 Select Fields Dialog Box ..................................................................................................... 107
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Figure 104
Figure 105
Figure 106
Figure 107
Figure 108
Figure 109
Figure 110
Figure 111
Figure 112
Figure 113
Figure 114
Figure 115
Figure 116
Figure 117
Figure 118
Figure 119
Figure 120
Figure 121
Figure 122
Figure 123
Figure 124
Figure 125
Figure 126
Figure 127
Figure 128
Figure 129
Figure 130
Figure 131
Figure 132
Figure 133
Figure 134
Figure 135
Figure 136
Figure 137
Figure 138
Figure 139
Figure 140
Figure 141
Figure 142
Figure 143
Figure 144
Figure 145
Figure 146
Figure 147
Figure 148
Figure 149
Figure 150
Figure 151
Figure 152
Figure 153
Figure 154
Figure 155
Figure 156
Dashboard – Options – Sort By .......................................................................................... 108
Agents Panel........................................................................................................................ 109
Edit Monitored Agents Dialog Box ...................................................................................... 109
Agents Panel – Monitored Agents ...................................................................................... 110
Agents Panel – Contact with Queue Button ....................................................................... 110
Agent Queue Membership Dialog Box............................................................................... 111
Agents Panel – Agents with Phone and ACD State Displayed......................................... 111
Agents Panel Entry Expanded ............................................................................................ 113
Agents Panel – Agent ACD State ....................................................................................... 113
Silently Monitored Call ......................................................................................................... 114
Queued Calls Pane ............................................................................................................. 117
Queued Calls – Options – Edit Queue Favorite Dialogue ................................................. 119
Edit Queue Favorites Dialog Box........................................................................................ 119
Queued Calls – Options – View .......................................................................................... 120
Queued Calls – Options – Group ........................................................................................ 121
Queued Calls – Options – Sort............................................................................................ 121
Edit Queue Favorites Dialog Box........................................................................................ 122
Ad Hoc Queue Transfer ...................................................................................................... 124
Reordering Queued Call ..................................................................................................... 124
Transferring Call to Top of Queue ...................................................................................... 125
Dashboard ........................................................................................................................... 126
Visual Indicators of Threshold Severity .............................................................................. 126
Dashboard – Hide Signed Out Agents Box ........................................................................ 128
Dashboard – Select Columns to Display ............................................................................ 129
Dashboard – Navigate to Queue or Agent ......................................................................... 130
Queued Calls Pane – Quick Link Queue ........................................................................... 130
Main Interface (Top of Window).......................................................................................... 131
Report Window .................................................................................................................... 132
Abandoned Call Report – Running Report......................................................................... 133
Preferences – General ........................................................................................................ 136
Abandoned Calls Report – Bar Chart ................................................................................. 137
Abandoned Calls Report – Table (Fragment) .................................................................... 137
Report Window – Report List .............................................................................................. 138
Scheduling Report (Abandoned Call Report) .................................................................... 139
Scheduled Report – Daily Recurrence Pattern .................................................................. 140
Scheduled Report – Weekly Recurrence Pattern .............................................................. 140
Scheduled Report – Monthly Recurrence Pattern ............................................................. 140
Scheduled Report – Yearly Recurrence Pattern................................................................ 141
Report Time for Nonrecurrent Report................................................................................. 141
Report Time for Recurrent Report ...................................................................................... 141
Scheduled Report – Recurrence Range ............................................................................ 141
Report Timeframe for Nonrecurrent Report ....................................................................... 142
Report Timeframe for Recurrent Report ............................................................................ 142
Report Sampling and Output Format ................................................................................. 142
Scheduled Reports Dialog Box ........................................................................................... 143
Settings – General ............................................................................................................... 145
Account – Change Password.............................................................................................. 146
Settings – Application (Agent) ............................................................................................. 149
Settings – Application (Supervisor) ..................................................................................... 150
Settings – Services .............................................................................................................. 151
Settings – Plugins ................................................................................................................ 152
Settings – Messaging .......................................................................................................... 157
Settings – Report ................................................................................................................. 158
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Figure 157
Figure 158
Figure 159
Figure 160
Figure 161
Figure 162
Figure 163
Figure 164
Figure 165
Figure 166
Figure 167
Settings – About ................................................................................................................... 159
Security Settings – Internet Zone Dialog Box..................................................................... 161
Firefox – Content Tab.......................................................................................................... 162
Firefox – Window Focus Settings ....................................................................................... 162
Settings – About (Launching Diagnostic Tool) ................................................................... 168
Diagnostic Tool – Session Tab ........................................................................................... 169
Diagnostic Tool – Long Polling Tab .................................................................................... 170
Diagnostic Tool – Calls Tab ................................................................................................ 170
Diagnostic Tool – Service Tab ............................................................................................ 171
Diagnostic Tool – Monitoring Tab ....................................................................................... 171
Diagnostic Tool – Support Tab............................................................................................ 172
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1
Summary of Changes
This section describes the changes to this document for each release and document
version.
1.1
Changes for Release 20.0, Document Version 5
This version of the document includes the following changes:
1.2

Updated section 13.4 View Agent’s Details for EV 235015.

Updated section 6.9.1 Set Your Outgoing Calling Line Identity (Premium Call Center)
for EV 231329.

Updated sections 6.3 View Calls and 15.3 Agent Information for EV 218533.

Added Appendix B: Diagnostic Tool and updated sections 2.2 How This Guide is
Organized and 17.7 Settings – About for the Client Side Diagnostic Tool For Thin
Clients Feature (for EV 232627).
Changes for Release 20.0, Document Version 4
This version of the document includes the following changes:
1.3

Revised indexing and updated Figure 154 Settings – Report.

Updated sections 11.2 Supervisor Phone States, 13.3 Agent Phone and ACD States,
and 19.3 Phone States for EV 224630.
Changes for Release 20.0, Document Version 3
This version of the document includes the following changes:

1.4
Updated section 5.3.11 Outlook Panel for EV 216467.
Changes for Release 20.0, Document Version 2
This version of the document includes the following changes:
1.5

Updated section 11 Monitor Supervisors (Agent) for EV 213354.

Updated sections 4.10 Change Your Instant Messaging and Presence State, 10
Monitor IM&P Contacts and Chat with Contacts, 10.1.6 View Unified Presence State
of Contacts, and 19.4 Unified Instant Messaging Presence States for the Thin Clients
to Conform to Presence Rules Feature Description (EV 192594).
Changes for Release 20.0, Document Version 1
This version of the document includes the following changes:

Updated document for Release 20.0.

Updated section 9.2.1 Sort Contacts for EV 182669.

Updated document for the Call Center Usability Enhancements Feature Description
(EVs 181240 and 173610).

Updated document for the Visual Security Classification for Active Call Feature
Description (EV 174096).
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1.6

Updated sections 5.5.1 Call Action Buttons and 6.6 Record Calls for the Call
Recording – Start/Stop/Pause/Resume User Control Feature Description
(EV 171961).

Updated sections 5.2.3 Current Calls, 6.3.2 View Incoming Call Details, and 17.1.4
Screen Pop for the Diversion Info Availability for Queued Calls Feature Description
(EV 187126).

Updated sections 4 Getting Started and 17.4.2 Microsoft Outlook for EV 192180.

Updated sections 4 Getting Started and 17.1 Settings – General for the Flexible
Seating Feature Description (EV 191552).

Removed section on theme for EV 194697.

Updated sections 5 Explore Workspace and 17.1.7 Workspace for EV 175559.

Updated section 17.4.5 Call Event Log for EV 196539.

Updated section 6.8.5 End Call for EV 198717.

Updated section 17.1.7 Workspace for EV 205434.
Changes for Release 19.0, Document Version 1
This version of the document includes the following changes:

Updated section 17.2.3 Barge-In & Monitor (Supervisor).

Updated document for the Web Pop URL Enhancement – Call Center and
Receptionist (Thin Clients) Feature Description (EVs 149945).

Added section 12 Monitor Call Centers (Agent) and updated sections 3.1 Call Center
– Agent and 5 Explore Workspace for the Call Center Agent Client – View Queue
Status Feature Description (EV 149948).

Updated section 16 Generate Reports for the Remove CCRS Feature Description
(EV 154550) and for EV 172891.

Updated the description of the Unknown phone state in sections 11.2 Supervisor
Phone States, 13.3 Agent Phone and ACD States, and 19.3 Phone States.

Updated section 14.2 Select Call Centers to Monitor and 14.4 Show or Hide Call
Center Panels for EV 165300.

Updated section 4.2 Sign in from Web Browser for EV 160535.

Added section 4.4 Sign-in Restrictions for the Thin Client Single User Login
Restrictions Feature Description (EV 163737).

Updated sections 12 Monitor Call Centers (Agent) and 15 View Real-Time Statistics
(Supervisor) for the CC Thresholds and Alerts Feature Description (EV 149950).

Updated sections 13.4 View Agent’s Details, 17.2.1 Queue Memberships (Agent), and
Appendix A: Glossary and Definitions for the Call Center Skill-Based Routing Feature
Description (EV 150771).

Updated section 16.1.2 Schedule Report for the Schedule User Interface
Improvements Feature Description (EV 165598).

Added sections 4.10 Change Your Instant Messaging and Presence State and 10
Monitor IM&P Contacts and Chat with and updated section 9 Manage Contacts for the
IM&P for Call Center and Receptionist Clients Feature Description (EV 150370).

Updated section 6.12.1 Make Emergency Call for EV 175261.
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1.7
Changes for Release 18.0, Document Version 2
This version of the document includes the following changes:
1.8

Updated sections 3.2 Call Center – Supervisor, 14.1 Queued Calls Pane, 14.2 Select
Call Centers to Monitor, 14.9 Enable Night Service Override or Forced Forwarding
(Premium Call Center), and 14.15 Change Position of Call in Queue and added
section 14.3 Modify Number of Calls to Display to align document with changes in the
application.

Updated section 14.1 Queued Calls Pane for EV 159630. The position of the
following information in the Queued Calls pane has changed, name and number of
the remote party and the name and number of the DNIS/call center that took the call.
Changes for Release 18.0, Document Version 1
This version of the document includes the following changes:
1.9

Added section 6.6 Record Calls for the Call Recording – Thin Clients Feature
Description (EVs 46939 and 141973).

Updated sections 4 Getting Started and 17.4.2 Microsoft Outlook for EV 153628.

Updated section 17.6.3 Default Service-level Calculations for EV 141759.
Changes for Release 17.sp2, Document Version 6
This version of the document includes the following changes:

Updated section 14.7 Order Queued Calls for EV 142502.
1.10 Changes for Release 17.sp2, Document Version 5
This version of the document includes the following changes:

Updated section 14 Manage Queued Calls (Supervisor) for EV 141300.

Updated section 16.1.1 Run Report for EVs 141759 and 143506.

Updated section 16.1.2 Schedule Report for EV 144204.

Updated document for the usability enhancements.

Updated sections 9.4 Manage Personal Contacts and 9.5 Manage Speed Dial
Numbers for EV 145992.

Removed the section about transferring calls to voice mail for EV 146029.

Updated section 14.8 Monitor Next Call for EV 146021.

Updated sections 11.2 Supervisor Phone States, 13.3 Agent Phone and ACD States,
and 19.3 Phone States for EV 146017.

Updated section 4.6 Sign Out with comments from testing.
1.11 Changes for Release 17.sp2, Document Version 4
This version of the document includes the following changes:

Updated sections 14.1.1 Run Report and 14.1.9 Agent Utilization Report for EV 131031.

Updated sections 4.6 Sign Out and 13.6 Silently Monitor Agent’s Call for EV 131536.

Updated sections 4.8 Change Your Password and 17.1.1 Account for EV 130633.

Added Appendix C: Keyboard Shortcuts.
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
Updated document with changes in the application.

Updated section 14.2 Select Call Centers to Monitor for EV 141300.

Updated Appendix C: Keyboard Shortcuts for EV 130778.

Updated sections 6.3.2 View Incoming Call Details and 17.4.1 Notification for EV 131521.
1.12 Changes for Release 17.sp2, Document Version 3
This version of the document includes the following changes:

Updated section 17.1.7 Workspace for EV 119881.

Updated sections 6.3.2 View Incoming Call Details and 17.4.1 Notification for
EV 118621.

Updated document to align with changes in the interface.
1.13 Changes for Release 17.sp2, Document Version 2
This version of the document includes the following changes:

Updated section 6.4.1 Assign Disposition Codes to Current Call to reflect changes in
the interface.

Updated section 6.3.2 View Incoming Call Details for EV 127533.

Updated section 17 Configure Call Center for EV 126771.

Updated section 5 Explore Workspace for EVs 127180 and 128936

Updated sections 4.6 Sign Out and 17.7 Settings – About to align document with
changes in the interface.

Updated section 5 Explore Workspace for EV 126451.
1.14 Changes for Release 17.sp2, Document Version 1
This is a new document.
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2
About This Document
This user guide provides step-by-step procedures and reference information for using the
BroadWorks Hosted Thin Call Center Release 20.0 client application.
2.1
Audience
This document is intended for Call Center agents and supervisors who use the
BroadWorks Hosted Thin Call Center client.
2.2
How This Guide is Organized
The following table identifies the sections to refer to for information about the functionality
provided by Call Center.
Section
Overview
Introduction to Call Center
This section provides an overview of Call Center and the functionality
available to agents and supervisors.
Getting Started
This section describes how to sign in and out of Call Center, perform
the initial setup, change a password, and obtain help.
Explore Workspace
This section provides an overview of the user interface.
Manage Calls
This section provides information on how to make and manage calls.
This includes using your contacts to make calls or perform actions on
existing calls.
Manage Call History
This section provides information on managing call logs.
E-mail Contacts
This section includes information on how to send e-mail messages to
contacts.
Manage Contacts
This section provides information on managing contact directories and
searching for contacts.
Monitor IM&P Contacts
and Chat with Contacts
This section provides information about monitoring the presence state
of your IM&P contacts and chatting with them.
Monitor Supervisors
(Agent)
This section describes how agents can monitor the phone state of
selected supervisors.
Monitor Call Centers
(Agent)
This section describes the Dashboard panel available to agents. The
Dashboard panel allows agents to view key indicators about selected
call centers they are staffing.
Manage Agents
(Supervisor)
This section describes how supervisors can use Call Center to
manage agents under their supervision.
Manage Queued Calls
(Supervisor)
This section provides information on managing queued calls.
View Real-Time Statistics
(Supervisor)
This section describes the Dashboard that supervisors can use to
monitor the state of selected call centers and agents.
Generate Reports
This section describes how to generate and schedule reports.
Configure Call Center
This section describes the settings you can configure to set up and
customize Call Center for improved usability.
Appendix A: Glossary and
Definitions
This appendix contains definitions of terms used in Call Center.
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2.3
Section
Overview
Appendix B: Diagnostic
Tool
This appendix describes a diagnostic tool available in some versions of
Call Center used to troubleshoot performance problems with the help
of support personnel.
Appendix C: Keyboard
Shortcuts
This appendix describes the keyboard shortcuts available in Call
Center.
Additional Resources
For more information on Call Center and on Application Server procedures used by group
administrators, department administrators, and users, see the following BroadWorks
guides:

BroadWorks Hosted Thin Call Center Agent/Supervisor Configuration and
Administration Guide

BroadWorks Call Center Solution Guide

BroadWorks Call Center Reports Guide

BroadWorks Getting Started Web Interface Administration Guide

BroadWorks Application Server User Web Interface Administration Guide
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3
Introduction to Call Center
BroadWorks Call Center is a carrier-class, communications management product for Call
Center agents and supervisors used with the BroadSoft® BroadWorks® telephony
softswitch platform, on which call centers are hosted.
BroadWorks Call Center delivers the following real benefits to users:

Efficient call handling and automatic call distribution (ACD) state management by Call
Center agents

Integration of online directories with Click-To-Dial capability

Real-time monitoring of agent and queue activity by Call Center supervisors

Historical reporting on agent and queue activity by Call Center supervisors
Along with this focus on design, BroadWorks Call Center employs the latest technology
platforms and communications facilities.
The Hosted Thin Call Center, introduced in Release 17.sp2, is an SaaS Rich Internet
Application (RIA) hosted on BroadWorks that allows you to manage call center activity
from a web browser.
NOTE: For information about the web browsers supported by Call Center, see the BroadWorks
Hosted Thin Call Center Agent/Supervisor Configuration and Administration Guide or ask your
administrator.
This document describes the BroadWorks Hosted Thin Call Center client.
BroadWorks Hosted Thin Call Center client application herein is referred to as Call Center,
Call Center client, Call Center application, or client.
The Call Center functionality available to you depends on your Call Center function (agent
or supervisor), the types of queues you are staffing or monitoring (Standard or Premium),
and your own services and settings. For more information about the capabilities and
services assigned to you, ask your group or enterprise administrator.
The following sections provide an overview of Call Center – Agent and Call Center –
Supervisor functions and refer you to other sections for more information.
NOTE: Call Center functionality available in specific contexts is identified throughout the
document.
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3.1
Call Center – Agent
The Call Center – Agent client is designed to support the needs of Call Center agents in
any environment. It supports the full set of call handling functions, ACD state
management, integration of multiple directories, Outlook integration, and other features
required in large call centers.
Figure 1 shows the main interface of the Call Center – Agent.
Figure 1 Call Center – Agent Main Interface
The interface contains the following work areas:

Logo pane – The Logo pane displays information about you and contains links to
other pages and functions.

Call Console – You use the Call Console to view and manage your current calls.

Contacts pane – The Contacts pane contains your contact directories, the list of your
supervisors, and the list of the call centers to which you belong. It allows you to use
your contacts to make and manage your calls.

Dashboard pane – The Dashboard pane provides real-time summary information
about up to 50 call centers selected from the list of call centers to which you are
assigned.

Call History dialog box – You use the Call History dialog box to view your past calls
and make calls from history.

Chat windows – You use Chat windows to chat with your IM&P contacts.

Report window – You use the Report window, accessed via the Reporting link, to
generate reports about your activity and performance in the call centers you are
staffing.

Settings pages – You use the Settings pages, accessed via the Settings link, to
configure various aspects of Call Center.
For more information about the Call Center user interface, see section 5 Explore
Workspace.
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Call Center functionality available to agents is described in the following sections:
3.2

Getting Started

Manage Calls

Manage Call History

E-mail Contacts

Manage Contacts

Monitor IM&P Contacts and Chat with Contacts

Monitor Supervisors (Agent)

Monitor Call Centers (Agent)

Generate Reports

Configure Call Center
Call Center – Supervisor
The Call Center – Supervisor client is designed to support the needs of call center
supervisors in any environment. It supports agent monitoring, queue management, realtime and historical reporting, and other features required in large call centers.
Figure 2 shows the main interface of the Call Center – Supervisor.
Figure 2 Call Center – Supervisor Main Interface
The Call Center interface contains the following work areas:

Logo pane – The Logo pane displays information about you and contains links to
other pages and functions.

Call Console – You use the Call Console to view and manage your current calls.

Contacts pane – The Contacts pane contains your contact directories and provides
you with real-time call and ACD state of the agents you are monitoring.
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
Queued Calls pane – You use the Queued Calls pane to manage queued calls.

Call History dialog box – You use the Call History dialog box to view your past calls
and make calls from history.

Chat windows – You use Chat windows to chat with your IM&P contacts.

Dashboard – The Dashboard provides real-time summary information for up to 50
queues and allows you to monitor key performance indicators for monitored call
centers and supervised agents.

Report window – You use the Report window, accessed via the Reporting link, to
generate reports about the activity and performance of call centers and agents you
manage.

Settings pages – You use the Settings pages, accessed via the Settings link, to
configure various aspects of Call Center.
For more information, see section 5 Explore Workspace.
For information on Call Center functions performed by supervisors, see the following
sections:

Manage Agents (Supervisor)

Manage Queued Calls (Supervisor)

View Real-Time Statistics (Supervisor)

Generate Reports
In addition, for information about other functions available to you, see the following
sections:

Getting Started

Manage Calls

Manage Call History

E-mail Contacts

Manage Contacts

Monitor IM&P Contacts and Chat with Contacts

Configure Call Center
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4
Getting Started
Call Center is hosted on BroadWorks and you access it over the network either from your
web portal or from a web browser. The sign-in procedure is the same for agents and
supervisors.
In addition, agents can sign in to Call Center using hot desk functionality, that is, sign in
from any available desk configured for that purpose. Upon login, a desk’s phone is
associated with a certain agent and behaves as if it were the permanent phone of the
agent for the duration of the login session. This allows agents to use a single login ID to
perform their work independently of their location.
NOTE 1: The minimum screen resolution required for the Call Center is 1024 x 768 pixels.
NOTE 2: Call Center does not support logging in as different users from the same machine at
the same time.
NOTE 3: When using the Outlook Integration feature with Microsoft Outlook 2010 or Outlook
2013 (32- or 64-bit edition), make sure Outlook is running before Call Center is launched;
otherwise, the Outlook Integration functionality does not work.
4.1
Launch Call Center from Web Portal
BroadWorks has a Single Sign-On feature. When you access the Call Center client from
the web portal, you do not need to provide your credentials since you are already logged
in to the web portal.
To launch Call Center:
1) Log in to your BroadWorks web portal.
2)
From the Launch drop-down list at the top right-hand side of the BroadWorks logo
pane, select the Call Center service.
Figure 3 BroadWorks Web Portal Logo Pane – Launching Call Center as Agent
Figure 4 BroadWorks Web Portal Logo Pane – Launching Call Center as Supervisor
Call Center starts and you are automatically signed in.
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4.2
Sign in from Web Browser
To sign in to the Call Center client, use the same credentials that you use to connect to the
web portal.
To sign in to Call Center:
1) In your web browser, enter the Uniform Resource Locator (URL) of the Call Center
client. The Call Center Sign-in page appears.
Figure 5 Call Center Sign-in Page
2)
Enter your BroadWorks user ID in user@domain format and enter your password.
If you are unsure of your user ID or password, contact your administrator.
You can also enter just the user part of your ID. The system then appends the default
domain to it before authenticating you. However, if your domain is different from the
default domain, you have to enter your user ID with the domain name.
Optionally, if your system has been configured to allow it, you can configure your
domain name.
3)
Check Stay signed in to instruct the client to automatically reconnect and sign in to the
server when it detects a network connection.
This should generally be enabled to help mitigate intermittent internet connections.
When disabled, the client signs out the user when the connection is lost.
4)
To configure your domain name or the Call Center language, click Show options.
The area expands, displaying advanced options.
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Figure 6 Call Center Sign-in Dialog Box – Advanced Options
5)
To configure your domain, in the Append Domain text box, enter your domain name.
When you enter your user ID without a domain, the system appends the configured
domain instead of the system-wide default domain.
6)
To change the language, from the Language drop-down list, select a new language.
7)
To add a bookmark to this page in your browser, click Bookmark this page and
follow the instructions of your browser.
8)
Click Sign In.
Call Center starts and you are signed in.
NOTE: In some browser/operating system combinations, when you press ENTER instead of the
Sign In button, a blank page appears instead of the Call Center main interface.
4.3
Hot Desk Sign-in
If you are a Call Center agent, you can automatically associate yourself with a Hoteling
Host or Flexible Seating Host phone device when you sign in to the Call Center client.
This is commonly used in a shared workspace environment where users working different
shifts share a single computer and phone.
To use hot desk functionality, you must have your Hoteling Guest or Flexible Seating
Guest service assigned. You turn on your Hoteling Guest or Flexible Seating Guest
service using the BroadWorks web portal or voice portal.
To sign in to Call Center as a hot desk user:
1) At the assigned workstation, start a web browser and enter the URL of the Call Center
client. The Call Center Sign-in page appears.
2)
Enter your BroadWorks user ID and password.
3)
Click Show options. The area expands, displaying advanced options.
4)
In the Hotel/Flexible Seating Host text box, enter the user ID of the Hoteling Host or
Flexible Seating Host that corresponds to the desk/device you are using, for example,
“station_224@acme.com”.
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5)
To change the language of the user interface, from the Language drop-down list,
select a new language.
6)
Click Sign In.
You are signed in and Call Center associates that desk’s phone with your user
account for the duration of the session.
NOTE 1: When you sign out from the Call Center client, the guest session with the host device
at the desk is terminated. After sign-out, the host user ID you entered is saved and can be
reused on the next sign-in.
NOTE 2: The host/guest association can be configured with a time limit. If the
association/session expires while you are signed in to the client, you are automatically signed
out from the client. The association time limit can be specified both for hosts and for guests.
You can configure your association time limit for your Hoteling Guest or Flexible Seating Guest
service on the BroadWorks web portal. The host association time limit is usually configured by
your administrator.
4.4
Sign-in Restrictions
You can only have one active Call Center session at a time. When you sign in from a
second location, you are automatically signed out from the original location with the
following message: “You have been signed out as you have signed in from another
location.”
Figure 7 Sign-in Dialog Box with Error Message
Figure 8 Main Interface (Top of Page) with Error Message
You may also be automatically signed out if you signed in from a Hoteling Host or Flexible
Seating Host and your session expired.
Figure 9 Main Interface (Top of Page) with Information Message
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4.5
Get Help
Call Center provides you with online access to a portable document format (PDF) version
of this guide.
Figure 10 Logo Pane with Help Link
To access the document, click the Help link in the top right-hand side of the main
interface.
4.6
Sign Out
1)
To sign out of Call Center, click Sign Out at the top right-hand side of the main
interface.
If you are the last agent to sign out of a call center, a message appears, providing the
details of queues in which you are the last agent to sign out and asking you to confirm
that you want to sign out.
NOTE: This functionality is not available when you close the application using the browser’s
Close button or when you refresh (F5) the browser.
Figure 11 Dialog Box – Signing Out Last
2)
To stay signed in, click No. You are returned to the application.
−
To continue signing out, click Yes.
A message appears asking whether you would like to save your current
workspace.
Figure 12 Dialog Box – Saving Workspace on Sign Out
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−
To save your current workspace, click Yes. This allows you to retain the same
interface setup at your next session. For information about the elements of the
Call Center workspace that can be customized and retained between sessions,
see section 17.1.7 Workspace.
If you are signing out from a hot desk, your account is dissociated from the hot desk
where you were signed in.
4.7
Set Up Call Center
When you sign in to Call Center for the first time, it is recommended that you configure the
following settings:
If you are an agent:
 Configure the queues you want to join on sign-in.

Configure your post sign-in and post call ACD states.
For information, see section 17.2 Settings – Application.

Configure the supervisors whose call status you want to monitor. For information, see
section 11.1 Select Supervisors to Monitor.

Make sure that your web browser is set up to use all the features of Call Center. For
information, see section 18 Configure Web Browser.
If you are a supervisor:
 Configure agents you want to monitor. For more information, see section 13.1 Select
Agents to Monitor.

Configure queues you want to monitor. For more information, see section 14.2 Select
Call Centers to Monitor.
For more information about the settings you can configure in Call Center, see section 17
Configure Call Center.
4.8
Change Your Password
You can change your password when you are signed in to Call Center.
1)
To change your password, click the Settings link at the top right-hand side of the
main page.
2)
Click the General tab and then click Change Password.
Figure 13 Changing Password
3)
Enter your old and new password in the provided text boxes and click Change
Password.
Note that the Reset button does not reset your password. It only clears the input
boxes.
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NOTE: This password is shared with your web portal and other client applications that share
BroadWorks Single Sign-On feature. It must meet the password requirements set on
BroadWorks.
4.9
Change Your ACD State (Agents)
When you sign in to Call Center, your ACD state is set to the post sign-in ACD state set on
the Settings page.
To change your ACD state:
1)
At the top right-hand side of the main window, select your ACD state from the ACD
drop-down list.
Figure 14 Logo Pane – ACD State Control
2)
If you selected Unavailable and your company requires you to provide a reason for
your unavailability, select an Unavailable Code from the drop-down list.
Figure 15 Logo Pane – Unavailable Codes
4.10 Change Your Instant Messaging and Presence State
When you sign in to Call Center, Call Center connects to the Instant Messaging and
Presence (IM&P) server and sets your presence state to Available.
Subsequently Call Center displays your unified instant messaging presence, which reflects
your presence in various instant messaging clients when you are logged in through
several devices and applications.
Your unified presence state can change either when you manually change it or when Call
Center receives information about your presence state change from other clients.
The possible states are Available, Busy, Away, and Offline. When you are in Available,
Busy, or Away state, you are considered to be online. For more information, see section
19.4 Unified Instant Messaging Presence States.
Call Center also allows you to provide a status message to display to your contacts.
IM&P capabilities are only available when you have an IM&P service assigned on
BroadWorks and are online. For more information about the IM&P capabilities of Call
Center, see section 10 Monitor IM&P Contacts and Chat with Contacts.
To change your IM&P state:
At the top right-hand side of the main window, select a new state from the Presence dropdown list. Your presence state is updated as soon as you select a new value.
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Figure 16 IM&P State Drop-Down List
When you are online, you can also specify a status message to display to your contacts.
To set the status message:
1)
Click the Edit button
appears.
next to the Presence box. The Set IM Status dialog box
Figure 17 Set IM Status Dialog Box
2)
Enter your message and click OK.
3)
To see your message, move the mouse over the Edit button
your presence massage appears.
. A ToolTip with
Figure 18 IM&P Status Message in ToolTip
4.11 Enable or Disable Services
You can use the following services in Call Center: Call Waiting, Call Forwarding Always,
and Do Not Disturb, provided that your administrator has assigned the services to you.
To enable or disable Call Waiting:
1)
In the Call Console, click Call Waiting
indicate that the service is enabled.
2)
To disable it, click the button again.
. The button changes to this
to
To enable or disable Do Not Disturb or Call Forwarding Always:
1) At the top right-hand corner of the main page, click Settings. The Settings page
appears.
2)
Click the Services tab.
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3)
On the Services page that appears, select the service you want to enable or disable,
and check or uncheck the is Active box.
4)
If you checked the is Active box for the Call Forwarding Always service, in the
Forward To text box, enter the phone number to forward your call to.
5)
Click Save.
For more information, see section 17 Configure Call Center.
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5
Explore Workspace
When you sign in to Call Center, the main page appears where you perform most of your
call management or monitoring tasks. In addition, the main page provides links to other
pages and windows of Call Center, where you perform functions such as configuration
and report generation.
Figure 19 Call Center – Agent Main Interface
Many visual aspects of the Call Center workspace are configurable. For example, you
can change the size and placement of windows on the screen. You can then save your
workspace and retrieve it the next time you sign in. For more information on saving your
workspace settings, see section 17.1.7 Workspace.
To work in full screen mode, click the Full Screen link at the top-right corner of the main
window. The link changes to Exit Full Screen, which you can click to exit full screen mode.
NOTE 1: To work in full screen mode, you can also click F11 when the main window is in focus.
NOTE 2: The Back, Forward, and Refresh operations of the web browser are not supported by
Call Center, and if performed, the results are inconsistent.
NOTE 3: When a window is vertically resized, the panes do not always resize to fill the window.
To resize a window, drag the window from the bottom right-hand corner or collapse and then
expand the panes after resizing to adjust them to the window.
Most call center controls are context-based, which means that they appear only when the
action they represent can be taken. Context-based controls that allow you to take actions
on calls are called action buttons. For the list of controls available in Call Center, see
section 5.5 Controls. The action buttons are described in section 5.5.1 Call Action
Buttons.
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The Call Center interface contains the following elements:
Interface Element
Description
Logo Pane
Located at the top of the main interface, the Logo pane displays global
messages, information about the logged user, and links to other Call Center
interface elements and functions.
Call Console
The Call Console is where you manage your current calls.
Contacts Pane
The Contacts pane contains your contact directories and allows you to
manage your contacts and use contacts to make calls or take actions, such
as transfer to contact or queue, on existing calls.
Queued Calls Pane
(Supervisors)
The Queued Calls pane, available only to supervisors, allows you to
manage queued calls for selected call centers that you supervise.
Chat Windows
You chat with your IM&P contacts using Chat windows.
Call History Window
The Call History window, accessible from the Call Console via the Call
History button, displays your placed, received, and missed calls, and allows
you to make calls from history and delete call logs.
Report Windows
The Report windows, accessible from the main page via the Reporting link,
provide access to Enhanced Reporting, allowing you to generate, schedule,
and view reports.
Agents can only generate reports about themselves.
Dashboard
(Supervisors)
The Dashboard, accessible from the main page via the Dashboard link,
provides you with real-time summary information about the call centers and
agents you supervise (up to 50).
Dashboard Pane
(Agent)
The Dashboard pane allows you to view the current state of the monitored
call centers.
Settings Pages
The Settings pages, accessible from the main page via the Settings link,
allow you to configure various user-level and application settings.
Controls
You use controls, such as buttons and drop-down lists to execute actions on
calls, contacts, queues, and so on.
This section describes the following elements of the Call Center interface:

Logo Pane

Call Console

Contacts Pane

Call History

Controls
For information about other interface elements, see the following sections:

Queued Calls pane – Section 14.1 Queued Calls Pane

Chat windows – Section 10.2 Chat with IM&P Contacts.

Report windows – Section 16 Generate Reports

Dashboard pane – Section 12 Monitor Call Centers (Agent)

Dashboard – Section 15 View Real-Time Statistics (Supervisor)

Settings pages – Section 17 Configure Call Center
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5.1
Logo Pane
The Call Center main window interface contains a logo pane that displays the Call Center
client or company logo, global messages, links to other interface elements or Call Center
functions, and information about the logged-in user.
Figure 20 Call Center Logo Pane
5.1.1
Global Message Area
The Global Message Area, that is, the center area of the Logo pane, is used by Call
Center to display various information, warnings, and error messages to the user. A
message is displayed for several seconds and then it disappears.
5.1.2
Links to Other Interface Elements and Functions
The Logo pane displays links to the Report windows, Settings pages, the Dashboard
(Supervisors), and the Help and Sign Out links.
5.1.3
Logged User Information
Information about yourself, that is, your name, your availability to take calls, and your voice
mail status, is displayed at the top right-hand side of the main interface.
Your current ACD state and presence state are displayed to the left of your name. You
can change your ACD state or presence state by selecting a new state from the dropdown list.

ACD state

Presence state
In addition, information about the following services and features is provided:

Do Not Disturb (DND)

Call Forwarding Always (CFA)

Busy phone state

Voice Messaging
The information is presented in the form of icons to the left of your name in the following
format:
<DND/CFA/Busy> <Voice Messaging>
The <DND/CFA/Busy> state is represented by one icon, where Do Not Disturb has
precedence over Call Forwarding Always, which has precedence over your Busy Phone
State. If none of the services is enabled and your phone state is Idle, the icon is not
displayed.
The Voice Messaging icon is present only if you have outstanding voice messages.
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5.2
Call Console
You use the Call Console to view and manage your current calls. For information on
managing your calls, see section 6 Manage Calls.
Figure 21 Call Console
The Call Console contains the following areas:

Header Bar

Dialer

Current Calls

Conference Call
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5.2.1
Header Bar
The header bar contains various controls that allow you to configure your services and
perform call and service-related actions.
Figure 22 Call Console Header Bar
The header bar can contain the following controls:
5.2.2

Disposition Code button
– This allows you to assign disposition codes to the last
call. The button only appears when you are in Wrap-Up state.

Trace Call button

Call History button

Auto Answer button
answering of calls.
– This allows you to enable or disable the automatic

Call Waiting button
service.
– This allows you to enable or disable the Call Waiting
– This allows you to attach a trace to the last call.
– This allows you to access the list of your previous calls.
Dialer
The Dialer, located at the top of the Call Console, below the header bar, allows you to
make ad hoc calls and set your outgoing calling line identity (CLID) for the next call.
Figure 23 Dialer
It contains the following elements:

The Outbound CLID button
to use for outgoing calls.

The Enter Number text box, which is where you enter the number to dial.

Action buttons, which change depending on the context, and they allow you to
perform operations on calls. For more information, see section 5.5.1 Call Action
Buttons.
, which allows you to configure the number you want
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5.2.3
Current Calls
The Call Console displays your current calls, both direct and ACD, and allows you to take
actions on them. Direct calls are calls placed from or received on your own phone
number, whereas ACD calls are calls routed to you from a call center that you are staffing
as an agent.
If you are involved in a conference call, its details are displayed in a separate area of the
Call Console, called the Conference Call panel. The Conference Call panel is described
in the following section.
Figure 24 Call Console – Current Calls
The following information is displayed for each call:

Call State icon – This is a visual representation of the current state of the call. For
more information, see section 5.2.5 Call States and Actions.

Remote CLID – This is the name of the remote party (if available) and the phone
number in parenthesis.

Diversion CLID – This is the name (if available) of the party who diverted (transferred,
forwarded) the call before you received the call and the phone number is in
parenthesis. If the call was diverted more than once, the last party who diverted the
call is listed first; the second to last party is listed second; and so on.

Call State name – This is the display name of the “call” state the call is currently in.

Call duration [Held duration] – This is the duration of the call from the time the call was
received from BroadWorks and it reflects how long the call has been present in the
system. In addition, for held calls, the time a call has been on hold is displayed.

Security Classification (if applicable) – This is the security classification level of the
call.
The call entry also displays action buttons for the operations that you can currently take on
that call. The actions you can perform depend on the state of the call.
For the list of Call Center action buttons, see section 5.5.1 Call Action Buttons and for the
list of actions that can be taken in each call state, see section 5.2.5 Call States and
Actions.
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5.2.4
Conference Call
The Conference Call panel displays your current conference and allows you to manage
your conference calls.
NOTE: You can only be involved in one conference call at a time.
Figure 25 Call Console – Conference Call
The header bar contains various controls that allow you to manage the conference:

End Conference button – This allows you to end the current conference.

Leave Conference button – This allows you to leave the conference.

Hold Conference button – This allows you to place the conference on hold.

Resume Conference button – This allows you to resume the conference that
you previously placed on hold.
The Conference Call panel, when expanded, lists the call legs that make up your current
conference. Each two-way call is displayed on a separate line. The information displayed
for each call leg is the same as the information displayed for two-way calls. For
information, see section 5.2.3 Current Calls.
For information on managing conferences, see section 6.13 Manage Conference Calls.
5.2.5
Call States and Actions
The following table lists the possible call states and actions that can be performed on calls
in each state.
Call State
Display Name
Ringing In
(Local)
Display Icon
Call Personality
Call Actions
Incoming Local
Click-To-Dial
Answer, End
Ringing In
(Remote)
Incoming
Terminator
Answer, Conference,
End
Ringing Out,
Outgoing
Outgoing
Originator
Conference, End
Active
Active
Any
Transfer, Hold, End,
Conference
On Hold
Held
Any
Transfer, Resume,
End, Conference
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5.3
Call State
Display Name
On Hold
(Remote)
Display Icon
Call Personality
Call Actions
Remote Held
Any
Transfer, Hold, End,
Conference
Active (In
Conference)
Active
Conference
Transfer, Hold, End
Held (In
Conference)
Held
Conference
Resume, Transfer, End
Ringing In
(Recalled Call)
Call Recalled
Terminator
Answer, Conference,
End
Contacts Pane
The Contacts pane contains your contact directories and allows you to use your contacts
to make or manage calls. For information on using contacts to manage calls, see section
6 Manage Calls. For information about organizing and managing your contact directories,
see section 9 Manage Contacts.
Figure 26 Contacts Pane
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The Contacts pane contains the following panels:

Search Panel

Enterprise/Group Panel

Common Panel

Agents Panel (Supervisors)

Supervisors Panel (Agents)

Speed Dial Panel

Queues Panel

Custom Directories Panels

Instant Message Panel

Outlook Panel

Directories Panel
The contact directories you have access to depend on your system configuration as well
as the services assigned to you. For more information, contact your administrator.
The directories you see in the Contacts pane also depend on your setup. For information
on selecting the directories to display in the Contacts pane, see section 9.1.1 Show or
Hide Directories.
When you click a contact, the entry expands and the contact’s information, such as phone
numbers and the action buttons for the operations that you can currently take on that
contact appear.
You can only view the details of one contact per directory at a time. When you click
another contact in the same directory, the details of the currently expanded contact are
automatically hidden.
Figure 27 Group Panel – Contact in Focus with Action Buttons
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For the list of Call Center action buttons, see section 5.5.1 Call Action Buttons.
5.3.1
Search Panel
You use the Search panel to look for specific contacts in your contacts’ directories and, if
available, in the configured LDAP directory. For information about performing contact
searches, see section 9.3 Search for Contacts.
Figure 28 Contacts Pane – Search Panel
5.3.2
Enterprise/Group Panel
The Enterprise/Group panel contains the contacts in your BroadWorks group directory (if
your group is part of a service provider) or enterprise directory (if your group is part of an
enterprise. However, if your enterprise administrator restricted your access to the
enterprise directory, you can only see the contacts from your group.)
Figure 29 Contacts Pane – Group Panel
5.3.3
Common Panel
The Common directory contains the contacts in your group's common phone list
configured by your administrator on BroadWorks.
Figure 30 Contacts Pane – Common Panel
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5.3.4
Personal Panel
The Personal panel contains the contacts from your BroadWorks Personal Phone List. It
displays the name/description and phone number of each contact.
For information about managing your personal contacts, see section 9.4 Manage Personal
Contacts.
Figure 31 Contacts Pane – Personal Panel
5.3.5
Agents Panel (Supervisors)
The Agents panel is used by supervisors to monitor and manage agents under their
supervision. For more information, see section 13 Manage Agents (Supervisor).
Figure 32 Contacts Pane – Agents Panel
5.3.6
Supervisors Panel (Agents)
The Supervisors panel, available to agents, contains the list of your supervisors. The main
purpose of this directory is to allow you to contact a supervisor quickly.
Figure 33 Contacts Pane – Supervisors Panel
Selected supervisors have their call status displayed. For more information, see section
11 Monitor Supervisors.
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5.3.7
Speed Dial Panel
The Speed Dial panel allows you to manage your Speed Dial 8 and Speed Dial 100
contacts. It is available to users who have been assigned Speed Dial 8 and/or Speed Dial
100 services. If you only have one of these services, you only see the entries for that
service in your Speed Dial directory.
For each configured speed dial number, Call Center displays the speed dial code and
description. The description is what you entered when configuring the number.
For information about managing your Speed Dial directory in Call Center, see section 9.5
Manage Speed Dial Numbers.
Figure 34 Contacts Pane – Speed Dial Panel
5.3.8
Queues Panel
The Queues panel is available to both agents and supervisors. It lists the call centers you
are staffing as an agent or monitoring as a supervisor and the associated Dialed Number
Identification Service (DNIS) numbers. The primary purpose of this panel is to provide you
with a quick way to transfer calls to queues.
Figure 35 Contacts Pane – Queues Panel
5.3.9
Custom Directories Panels
If your administrator has configured custom contact directories for your group, you can
access them from Call Center. A custom directory contains a subset of the contacts in
your BroadWorks group or enterprise directory.
NOTE: A custom directory has the same properties as the Group/Enterprise directory.
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Figure 36 Contacts Pane – Custom Panel
5.3.10 Instant Message Panel
The Instant Message panel displays IM&P contacts you are subscribed to and their
presence state. You can chat with any contact that has an IM&P service assigned on
BroadWorks, but you can only see the presence state of the contacts to which you are
subscribed. For information on subscribing to and chatting with IM&P contacts, see
section 10 Monitor IM&P Contacts and Chat with Contacts.
Figure 37 Contacts Pane – Instant Message Panel
The Instant Message panel appears only if you have been assigned an IM&P service on
BroadWorks.
When your presence state is set to “Offline”, this panel is empty. To change your IM&P
presence state, see section 4.10 Change Your Instant Messaging and Presence State.
5.3.11 Outlook Panel
The Outlook panel contains your Outlook contacts.
Figure 38 Contacts Pane – Outlook Panel
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5.3.12 Directories Panel
The Directories panel consolidates the contacts from the following directories:
Enterprise/Group, Custom, Personal, Outlook, and Speed Dial. This panel is always
visible. You can choose which directories to display in the Directories panel and you can
collapse the panel, but you cannot close it.
Figure 39 Contacts Pane – Directories Panel
You can also place a copy of a directory below the Call Console. This allows you to view
more than one directory at a time easily. For more information, see section 9 Manage
Contacts.
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5.4
Call History
The Call History dialog box, accessed from the Call Console via the Call History button,
allows you to view your past calls. You can place a call to a number from Call History and
manage call logs. For information on making calls from Call History, see section 6
Manage Calls, and for information on managing your call logs, see section 7 Manage Call
History.
Figure 40 Call History Dialog Box
Each call log is displayed on a separate line. Call logs are grouped in three categories:
Missed calls, Received calls, and Placed calls. The following information is displayed for
each call log:

The name and phone number of the remote party

The date and time when the call was initiated
In addition, if you have Enhanced Call Logs service assigned, the following information is
displayed, as applicable:

Duration

Outgoing DNIS

Redirection Number

Redirection Type
If you also have the Security Classification service assigned, the security classification of
calls is displayed.
When you click a call log, the Call Action button appears, allowing you to place a call to the
remote party.
Figure 41 Call History Dialog Box – Call Log with Call Action Button
For the list of action buttons available in Call Center, see section 5.5.1 Call Action Buttons.
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5.5
Controls
Call Center controls are designed in a contextual manner, that is, most controls appear
only when the action they represent can be taken. For example, when you enter a
number or select a contact, a Dial button appears, allowing you to place a call. The
contextual controls that correspond to call operations such as dialing, transferring calls, or
putting calls on hold are called action buttons. They appear on the Dialer, in a call entry, in
a directory entry (contact), in a call log, or on a queued call (Supervisors).
The following table lists the general controls used in Call Center and the controls displayed
on the headers in the panels. For more information on the action buttons, see section
5.5.1 Call Action Buttons.
Name
Description
Common Controls
This is located in the upper-right corner of a pane or page.
When clicked, it displays a drop-down menu of options that control
the display of information in that pane/page. The available options
depend on the context.
Options
This shows or hides the contents of a window or panel.
Expand/Collapse
This closes an interface element, such as window, pane, or panel.
Close
This allows you to edit a list of items, such as agents to monitor or
speed dials.
Edit
Logo Bar, Dialer, Call Console, Directories Panel, and Search Panel Controls
Web Pop URL
Outbound CLID
Disposition Code
This opens a page in your browser at the configured URL to
provide additional information about the caller.
This allows you to select the phone number to use as your Calling
Line ID for the next outgoing call.
This allows you to apply one or more disposition codes to the last
call when you are in Wrap-Up.
This allows you to apply one or more disposition codes to the
selected call.
This allows you to attach a trace to the last call.
Trace Call
This displays your current ACD state and allows you to change it.
ACD State
Presence State
This displays your current IM&P presence state and allows you to
change it using the drop-down list.
This displays Call History.
Call History
This allows you to turn Auto Answering on or off.
Auto Answer
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Name
Description
Call Waiting
This allows you to turn Call Waiting on or off. It is available only if
you have been assigned the Call Waiting service.
This ends a conference call.
End Conference
Leave Conference
This disconnects you from the conference while allowing other
participants to continue the call.
This holds the conference call.
Hold Conference
This resumes a held conference.
Resume Conference
Barge In
This “un-mutes” your Silent Monitoring call, thereby establishing a
Three-Way Conference.
This places a selected directory below the Call Console.
Pull Out Directory
Call Notification Pop-up Window
Web Pop URL
vCard
This opens a page in your browser at the configured URL to
provide additional information about the caller.
This saves the caller’s phone number and personal information as
a vCard in Microsoft Outlook. It appears only when Outlook is
running.
Chat Window
This places a call to your chat partner.
Call
Add User to Chat
This allows you to select users to add to the chat.
This invites selected users to the chat.
Invite
Pop-out
This takes a chat window out of the main interface and makes it a
free-floating window.
This anchors a free-floating chat window inside the main interface.
Pop-in
This minimizes the chat window.
Minimize
This closes the chat window.
Close
Supervisors Panel (Agents)
This makes an emergency call to a supervisor.
Emergency
This escalates a call to a supervisor.
Escalate
Queued Calls Pane – Call Center Queue Panel (Supervisors)
Service Mode
This identifies and allows you to change the service mode of a
supervised call center.
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Name
Description
Scheduled Reports Window
This loads a scheduled report, allowing you to view and modify it.
Load Report
This deletes a scheduled report.
Delete Report
5.5.1
Call Action Buttons
Action buttons allow you to perform actions on calls, such as answering or transferring a
call, or actions that result in a call being placed, such as dialing a number or contact. They
appear on the Dialer, on a call line, in a call history log, in a directory entry, or (for
supervisors) in a queued call entry.
Action buttons are contextual, that is, they appear on a line/entry when the corresponding
action can be performed on that entry.
For example, when you click a contact in the Group directory, the contact expands and the
Call button appears on the line for that contact, allowing you to call the contact. This is
illustrated in Figure 42. Note that other buttons may appear on the line for a contact,
depending on the call state and the contact’s configuration.
Figure 42 Group Panel – Contact in Focus
The following table lists the action buttons available in Call Center.
Button
Description
This dials the number you entered in the Dialer.
Dial
Call
This places a call to the selected contact or to a number from Call
History.
This redials the last dialed number.
Redial
This dials the contact’s mobile number.
Mobile
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Button
Description
E-mail
This brings up a new e-mail message window with the contact’s
e-mail address, allowing you to send a message to the contact.
This transfers a call to an ad hoc number entered in the Dialer.
Transfer
This transfers a call to a selected number or contact.
Transfer
Answer
This answers an incoming call, answers an unanswered call for a
contact, or resumes a held call.
This places a call on hold.
Hold
This ends a call.
End
This generates a call trace on a call.
Trace
This establishes a conference call or adds a call to a conference.
Conference
Record
Starts call recording or marks a call that is already being recorded to
be kept.
Pauses call recording.
Pause
Resumes call recording.
Resume
Ends call recording.
Stop
This camps a call on a busy contact.
Camp
This escalates a call to a selected supervisor.
Escalate Call
This places an emergency call to a selected supervisor.
Emergency Call
Chat
Web Pop URL
This opens a chat window allowing you to chat with an IM&P contact.
This opens a page in your browser at the configured URL to provide
additional information about the caller.
This deletes a call log from Call History.
Delete Call Log
For Supervisors Only
Queue
Monitor Next Call
Monitor
This allows the supervisor to make an agent join or leave queues.
This allows the supervisor to silently monitor the next call for a
selected agent or call center.
This allows the supervisor to silently monitor the current call for a
selected agent with an active call.
This allows the supervisor to change a selected agent’s ACD state.
ACD State
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Button
Description
Barge In
This allows the supervisor to barge in on an agent’s call, by
establishing a Three-Way Call between the supervisor and the two
parties involved in the call.
This answers an unanswered call for a monitored agent.
Answer
Promote
Retrieve
This promotes a selected call to the next highest priority bucket within
the queue.
This retrieves a call from the queue to the supervisor’s device. When
a call is manually retrieved via this action, the call is reported as an
Incoming call rather than an ACD call in the reports.
This changes a call’s position in the queue.
Reorder
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6
Manage Calls
This section describes the operations you can perform to make and manage calls.
Your current calls are displayed in the Call Console with the calls currently involved in a
conference displayed in a separate panel called Conference Call.
NOTE: You can only be involved in one conference at a time.
Figure 43 Call Console
The following subsection provides a quick reference to call management operations.
These operations are described in detail in the rest of this section.
NOTE: For operations on calls that involve a contact, you can drag the call onto the contact and
click the button for that contact, which corresponds to the operation you want to perform. For
information, see 6.2 Drag and Drop Call onto Contact.
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6.1
Call Management Operations Quick Reference
The following table provides a summary of the actions that you can take to manage calls.
These actions (operations) are described in more detail in the following sections.
Function
Steps
Assign Disposition Code
to Selected ACD Call
In the Call Console, click the target ACD call and select a code from the
drop-down list that appears.
Assign Disposition Code
while in Wrap-Up
In the Call Console, click the Disposition Code button and select a
code from the list. The code is applied to the last released call.
Generate Call Trace for
Selected Call
In the Call Console, click the Call Trace button for the target call.
Generate Call Trace for
Last Released Call
In the Call Console, click the Call Trace button.
Answer Incoming Call
In the Call Console, click Answer for the target call.
Turn Auto Answer On
In the Call Console, click Auto Answer.
Open URL
In the Call Notification dialog box for an incoming call or on any call in
the Call Console, click the Web Pop URL button.
Save a vCard
In the Call Notification dialog box for an incoming call, click the Add
vCard button.
Place Call on Hold
In the Call Console, move the mouse over the call and click Hold.
Resume Held Call
In the Call Console, move the mouse over the call and click Retrieve.
Blind Transfer Call
Drag the call onto the target contact and click Transfer for that contact.
Alternatively, enter the target number in the Dialer and click Transfer on
the Dialer.
Transfer with Consultation
While on the call, enter a number in the Dialer or select a contact in the
Contacts pane and click Dial.
When the new call is connected, consult with the party.
When ready to transfer, select the original call.
Move the mouse over the new call that is not selected call and click
Transfer.
Transfer to Queue
Drag the call onto the target queue in the Queues panel and click
Transfer for that queue.
Make Emergency Call to
Available Supervisor
In the Call Console, select the call to escalate and click the Emergency
button in the Supervisors panel.
Make Emergency Call to
Selected Supervisor
Drag the call to escalate onto an available supervisor in the Supervisors
panel and click Emergency for that supervisor.
Blind Escalate Call
In the Call Console, select the call to escalate.
In the Supervisors panel, click Escalate or click an available supervisor
and click Escalate for that supervisor.
In the Call Console, move the mouse over the call to the supervisor and
click Transfer before the supervisor answers the call.
Escalate with
Consultation
In the Call Console, select the call to escalate.
In the Supervisors panel, click Escalate or click an available supervisor
and click Escalate for that supervisor.
Consult with the supervisor.
When ready to transfer, in the Call Console, move the mouse over the
call to the supervisor and click Transfer.
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Function
Steps
Escalate with Conference
In the Call Console, select the call to escalate.
In the Supervisors panel, click Escalate or click an available supervisor
and click Escalate for that supervisor.
In the Call Console, move the mouse over the new call and click
Conference.
Start Three-Way
Conference
In the Call Console, select a call.
Move the mouse over a call that is not selected and click Conference.
Add Participant to
Conference
In the Call Console, move the mouse over a call and click Conference.
Hold Conference
In the Conference Call panel, click Hold.
Resume Conference
In the Conference Call panel, click Resume.
Hold Conference
Participant
In the Conference Call panel, select the call to put on hold and click
Hold for that call.
Take Conference
Participant Off Hold
In the Conference Call panel, select a held call and click Resume for
that call.
Leave Conference
In the Conference Call panel, click Leave Conference.
End Participant
In the Conference Call panel, select the target call and click End.
End Conference
In the Conference Call panel, click End Conference.
Set Outbound CLID
In the Dialer, click the Outbound CLID button and select the number to
use as your calling line identity for the next call from the list.
Dial Ad Hoc Number
In the Dialer, enter the number to call and click Dial.
Re-dial Recent Number
In the Dialer, click Redial and select a number from the list.
Dial Recent Number
In the Dialer, start entering the number to dial. A list of numbers starting
with the entered digits appears.
Select a number from the list and click Dial.
Dial Contact
In the Contacts pane, click the contact and then click Call for that
contact.
Dial from History
In the Call Console, click the Call History button.
Select Missed calls, Received calls, or Dialed calls from the drop-down
list.
In the Call History dialog box, move the mouse over a call log and click
Call.
Dial from Search
In the Search panel, select a contact and click Dial.
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6.2
Drag and Drop Call onto Contact
In Call Center, you can drag a call from the Call Console and drop it on a target contact in
one of your contact directories. This provides you with a quick way to perform operations
on calls that involve a contact.
As the call is dragged, a green icon is displayed. When the call is dropped onto a contact,
no action is taken on the call. The target contact expands and you can select the action
button for the operation you want to perform on that call.
Figure 44 Dragging Call and Dropping on Contact
6.3
View Calls
You can view your current calls and your past calls (Call History). For information about
Call History, see section 7 Manage Call History.
6.3.1
View Current Calls
Your current calls are displayed in the Call Console with the calls involved in a conference
displayed in a separate pane called Conference Call.
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Figure 45 Call Console – View Current Calls
6.3.2
Group Calls
Your current calls can be grouped by the call center they come from. When calls are
grouped, direct calls are placed in a separate category.
Figure 46 Call Console – Grouped Calls
To group or ungroup calls:
1)
On the Call Console header bar, click Options
.
2)
Select Group By and then Calls From.
3)
To ungroup, repeat the operation by selecting None instead of Calls From.
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Figure 47 Grouping Calls in Call Console
To view or hide calls in a group:
Click the Show/Hide button ( / ) to the left of the group name.
6.3.3
View Incoming Call Details
When you receive a new call, the call appears in the Call Console. If calls are grouped
and the corresponding grouping is collapsed, it is expanded to make the call visible.
When the Call Notification feature is enabled, a Call Notification pop-up window appears
on top of the system tray when you receive an inbound call.

For calls to your direct number or extension, the following information is displayed:
−
Calling party name
−
Calling party number
Figure 48 Call Notification Pop-up Window for Call That Is Not ACD Call

For calls from a call center, the following information is displayed:
−
Calling party name
−
Calling party number
−
Call center name or DNIS name, followed by the time the call has been waiting in
queue (wait time)
−
Number of calls in queue (queued calls)
Figure 49 Call Notification Pop-up Window for ACD Call

In addition, for diverted calls, that is, calls that were forwarded or transferred before
being delivered to you, the diversion information is also displayed.
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Figure 50 Call Notification Pop-up Window with Diversion Information
NOTE 1: You must have only one tab open in the browser running Call Center to receive call
notifications.
NOTE 2: If calls come within eight seconds of each other, the Call Notification pop-up window
only appears for the first call of that series.
6.4
Assign Disposition Codes (Premium Call Center)
Disposition codes are additional attributes that can be applied to ACD calls to tag calls with
comments, results, and so on. More than one disposition code can be assigned to a call.
You can assign disposition codes to current ACD calls or to the latest released ACD call
while you are in the Wrap-Up state.
6.4.1
Assign Disposition Codes to Current Call
To assign a disposition code to a current call:
From the Call Console, select the call and click it. The call line displays the
Disposition drop-down list.
1)
Figure 51 Call Console – Assigning Disposition Code to Active Call
2)
6.4.2
From the list, select a code.
Assign Disposition Codes in Wrap-Up
While you are in Wrap-Up, you can assign disposition codes to the last released ACD call.
To assign a disposition code to the last released call:
1)
In the Call Console, click Disposition Code
.
2)
From the drop-down list that appears, select a code.
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Figure 52 Call Console – Assigning Disposition Code in Wrap-Up
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6.5
Generate Call Trace
Call Center allows you to generate a trace on active, held, released, or missed calls.
NOTE: You must be assigned the Customer Originated Trace service to use this capability.
A call trace contains the following information:

The phone number of the user who initiated the trace. When the user does not have
a phone number, the group phone number and the extension of the user is provided
instead. For intra-group calls, only the caller’s extension is used.

The date and time the call was received.

The identity (name and number) of the caller, if available.
Issuing more than one call trace request has no effect.
6.5.1
Generate Call Trace for Selected Call
To generate a trace for a selected call:
Click Trace
6.5.2
for that call.
Generate Call Trace for Last Released Call
You can generate a trace for the most recently released or missed call.
To generate a trace for the last released or missed call:
In the Call Console, click Trace
6.6
.
Record Calls
To record calls, you have to have the Call Recording service assigned and configured.
You can record calls manually or have the system automatically record your calls.
Depending on your Call Recording mode, Call Center may allow you to manually start,
pause, resume, or stop recording a call.
For information on configuring your services, see the BroadWorks Application Server User
Web Interface Administration Guide.
Figure 53 Call in Call Console with Record Button
When a call is being recorded, the recording state, (which can be either Recording or
Paused) appears on the line for the call.
Figure 54 Call Being Recorded
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6.6.1
Start Call Recording
To manually record calls, you have to have your Call Recording service mode set to On
Demand or On Demand with User Initiated Start.
To record a call, select the call in the Call Console and click Record
.
In the On Demand mode, the call is recorded from the beginning, and you have to request
the recording before the end of the call to keep the recording. In the On Demand with
User Initiated Start mode, the recording starts from the moment when you click the
Record button.
6.6.2
Pause and Resume Call Recording
To pause and resume a recording, you have to have your Call Recording service mode
set to On Demand, On Demand with User Initiated Start, or Always with Pause/Resume.
To pause a recording, select a call that is being recorded in the Call Console and click
Pause
.
The recording pauses until you resume it or the call ends.
To resume a paused recording, select a call whose recording has been paused in the Call
Console and click Resume
.
When you pause and resume a recording, only one call recording is generated for the call.
6.6.3
Stop Call Recording
You can only stop recording a call if your Call Recording service mode is set to On
Demand with User Initiated Start.
To stop recording a call, select the call that is being recorded (or whose recording has
been paused) in the Call Console and click Stop
.
If you click Start after a call recording has been stopped, a separate recording is created.
6.7
View and Change Security Classification of Calls
Call Center displays the security classification level of your current calls and allows you to
change your assigned security classification level if you have the Security Classification
service assigned and your security classification level is not “Unclassified”, which is the
lowest level.
The security classification level of a call is the lowest security classification level for all call
participants. Users who do not have a security level assigned are considered to have the
security level of “Unclassified”.
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Figure 55 Security Classification of Calls
6.7.1
Change Security Classification
You can change your security classification, but only to a level lower than your assigned
level, and you can only do so while in an active call. The security classification level of
your calls is then recalculated.
The security classification of a call can also change when other participants change their
security classification level or when participants join or leave the call. If the security
classification level of a call changes, then the new level is displayed.
After all your calls end, your security classification level is reset to your assigned security
classification level.
Figure 56 Security Classification Levels
To change your security classification:
From the Security Classification drop-down list, select a new security classification level.
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6.8
Receive, Answer, and End Calls
You can answer calls manually or have your phone automatically answer incoming calls.
6.8.1
Answer Call
NOTE: When using the Remote Office service, the Answer button is disabled.
To answer a ringing call:
Click Answer
for that call.
To answer an incoming call from a Call Notification pop-up window:
Click anywhere on the text in the pop-up window.
6.8.2
Auto Answer Calls
This feature is typically used by agents who use headsets with their phones and take care
of a high volume of calls. It may be enabled either by you in the client or configured in the
system by your administrator.
NOTE: Auto Answer only works if your device is compliant with Advanced Call Control (ACC).
To answer calls automatically:
In the Call Console, click Auto Answer
indicate that Auto Answer is on.
. The button changes to this
to
When Auto Answer is enabled, your phone automatically goes off-hook when it is alerted.
This applies to both inbound and Click-To-Dial calls.
The Auto Answer feature may be enabled manually in the Call Center client or by the
administrator on BroadSoft.
NOTE: If this feature is enabled by your administrator, you must not enable the client-based
Auto Answer using the Auto Answer button.
6.8.3
Open URL
For any current call, you can open a page in your browser that contains information about
the calling party encoded in its URL. This can be done either from the Call Notification
pop-up window that appears on top of the system tray for an incoming call or from the Call
Console for any current call.
This feature is configured on the Settings – General configuration page. For more
information, see section 17.1.4 Screen Pop.
To open a URL for an incoming call:
In the Call Notification pop-up window, click the Web Pop URL button
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To open a URL for any call:
In the Call Console, click the Web Pop URL button
6.8.4
for the target call.
Save vCard
When you receive a call, a Call Notification pop-up window appears on top of the system
tray. You can click a button in this window to save the caller’s phone number and
personal information as a vCard in Microsoft Outlook.
To save a vCard:
In the Call Notification pop-up window, click the Add vCard button
only present when Outlook is running.
6.8.5
. This button is
End Call
To end a call:
Click End
for that call.
NOTE: If the call has not been answered yet, then the calling party continues to ring until there
is no answer, until another applicable timer expires, or the user hangs up.
6.9
Make Outbound Calls
You can make calls to an ad hoc number, to a contact from any of your contacts’
directories, or to a number from Call History. You can also specify the calling line identity
to use for your outbound calls.
6.9.1
Set Your Outgoing Calling Line Identity (Premium Call Center)
As a Call Center agent, you can specify whether your direct number or a DNIS number
assigned to one of your call centers should be used as your calling line identity when you
make calls. This allows you to conduct outbound calling campaigns with an appropriate
calling line identity presented to the called party.
To set your outgoing call identity for the next call:
In the Dialer, click the Outbound CLID button
and select the number from the dropdown list. The number you select is displayed as your CLID when you make the next call.
Figure 57 Dialer – Setting Outbound CLID
For information on permanently setting your outbound CLID, see section 17.2.2 Agent
Policies (Agent).
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6.9.2
Dial Ad Hoc Number
You use the Dialer, located at the top of the Call Console, to place a call to an ad hoc
number.
Figure 58 Dialer – Dialing Ad Hoc Number
To dial an ad hoc number:
In the Dialer, enter the phone number and click Dial
. The client issues a Click-ToDial attempt to the specified phone number and the call appears in the Call Console.
6.9.3
Redial Number
Call Center keeps up to ten most recently dialed numbers, which you can redial using the
Dialer.
To redial one of the recently dialed numbers:
In the Dialer, place the cursor in the text box and start entering a number. A list of
recently called numbers that start with the entered digits appears.
1)
Figure 59 Dialer – Select Recently Dialed Number
2)
Select the number to dial and click Dial
.
The client issues a Click-To-Dial attempt to the selected number.
Alternatively, click the Redial
appears.
button and select the number from the list that
Figure 60 Dialer – Redialing Number
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6.9.4
Dial Contact
You can use any directory in the Contacts pane to dial a contact.
To dial a contact:
1) In the Contacts pane, expand the directory from which you want to dial a contact.
2)
Click the target contact to expand it and click Call
for that contact.
Figure 61 Group Panel – Expanded Contact with Action Buttons
Alternatively, to dial the contact’s mobile number, click Mobile
.
The client issues a Click-To-Dial attempt to the specified phone number and the call
appears in the Call Console.
6.9.5
Dial from Search
You use the Search panel in the Contacts pane to search for contacts in your contacts’
directories. For more information, see section 9.3 Search for Contacts.
To dial a number from search:
1) Perform a search.
2)
Click the target contact to expand it and then click Call
.
Figure 62 Dial From Search
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6.9.6
Dial from History
You can dial any number that is available in Call History.
To dial from Call History:
1)
In the Call Console, click Call History
. The Call History dialog box appears.
Figure 63 Call History Dialog Box
2)
From the Show drop-down list, select Missed Calls, Received Calls, or Placed Calls.
3)
Click the call log from which you want to dial and then click the Call
button.
6.10 Place Calls on Hold, Resume, and Camp Calls
You can only put an active call on hold.
NOTE: When using the Remote Office service, the Hold/Resume buttons are disabled.
6.10.1 Place Call on Hold
To place a call on hold:
Click Hold
for the target call.
6.10.2 Resume Held Call
To resume a held call:
Click Answer
for the target call.
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6.10.3 Conduct Busy Camp On
Busy Camp On allows you to find a temporary parking place for a call by placing the call
on hold for a busy contact. The call is automatically transferred to the destination when
the contact becomes available. A call to camp must be active or held and the destination
contact’s phone state must be either Busy or Ringing.
If the camped call is not answered within the predefined time, then the call is recalled and
it reappears in your Call Console.
Agents can camp calls on monitored contacts in their Supervisors directory and
supervisors can camp calls on monitored contacts in their Agents directory. For
information on monitoring supervisors, see section 11 Monitor Supervisors (Agent). For
information on monitoring agents, see section 13 Manage Agents (Supervisor).
To camp a call on a busy contact:
1) From the Call Console, select an active or held call.
2)
In your Supervisors or Agents directory, select the contact to camp the call on. The
contact’s phone state must be Busy or Ringing.
3)
Move the mouse over the contact and click Camp
.
Once the call is camped, it is removed from the Call Console.
If the camped call timer expires before the call is answered, the call reappears in the
Call Console.
6.11 Transfer Calls
There are a number of ways that you can transfer a call. You can transfer using blind
transfer, transfer with consultation, or transfer to a queue.
6.11.1 Blind Transfer
Use this method to transfer a call to another number without providing an introduction to
the destination party. Calls may be transferred this way while active, held, or ringing (in)
on your phone. In the latter case, the system redirects the call before it is answered.
To blind transfer a call to an ad hoc number:
1) From the Call Console, select the call to transfer.
2)
In the Dialer, enter the destination number and click Transfer
transferred and removed from the Call Console.
. The call is
To blind transfer a call to a contact:
From the Call Console, select the call to transfer.
1)
2)
In the Contacts pane, expand the directory from which you want to select a contact.
3)
Click the destination contact and click Transfer
transferred and removed from the Call Console.
for that contact. The call is
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6.11.2 Transfer with Consultation
Use this method to transfer a call with an introduction to the destination party. Calls may
be transferred this way while active, held, or ringing (in) on your phone. In the latter case,
the system redirects the call before it is answered.
To transfer a call with consultation:
1)
Make a call to the person to whom you want to transfer the call. If the first call was
active, it is put on hold.
2)
Wait until the called party accepts your call and speak to the party.
3)
When ready to transfer, from the Call Console, select one of the two calls.
4)
Move the mouse over the call that is not selected and click Transfer
.
The calls are connected and removed from the Call Console.
6.11.3 Transfer to Queue
You can transfer a call back to a queue. A transferred call is placed at the bottom of the
queue.
To transfer a call to a queue:
1) From the Call Console, select the call to transfer.
2)
In the Contacts pane, expand the Queues panel.
3)
Click the destination queue and click Transfer
for that queue.
The call is transferred to the selected queue and removed from the Call Console.
Alternatively, drag the call onto the target queue and click Transfer
queue.
for that
6.12 Escalate Calls
You can escalate calls to the first available supervisor or to a specific supervisor. You can
also make an emergency call, which quickly conferences an available supervisor into your
call, without placing the remote party on hold.
You use the Supervisors panel located in the Contacts pane to escalate calls.
6.12.1 Make Emergency Call
Use this method to escalate a call to a supervisor in an emergency. When you make an
emergency call, the caller is not placed on hold; instead, a supervisor is immediately
conferenced in to the call. You can let Call Center select the supervisor or you can select
the supervisor yourself.
NOTE: To make emergency calls, you must have the Three-Way Call or N-Way Call service
assigned.
To make an emergency call to an available supervisor:
1)
While on the call, click Emergency
in the Supervisors panel.
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Figure 64 Supervisors Panel – Making Emergency Calls
This places the call to the first available supervisor. When the supervisor answers the
emergency call, a Three-Way call or an N-Way call is started, without putting the caller
on hold.
2)
To transfer the call to the supervisor, click LEAVE in the Conference Call panel after
the conference is established.
Figure 50 Conference Call Panel – Leave Conference
To make an emergency call to a specific supervisor:
1) While on a call, expand the Supervisors panel.
2)
Click the target supervisor and click the Emergency button
Make sure the supervisor you selected is available.
for that supervisor.
Alternatively, drag the call onto the target supervisor and click the Emergency button
for that supervisor.
This places the call to the selected supervisor. When the supervisor answers the
emergency call, a Three-Way call or an N-Way call is started, without putting the caller
on hold.
3)
To transfer the call to the supervisor, click LEAVE in the Conference Call panel after
the conference is established.
6.12.2 Blind Escalate Call
Use this method to escalate a call to a supervisor without consulting the supervisor. You
can escalate a call to the first available supervisor or select the supervisor yourself.
To blind escalate a call:
1)
In the Supervisors panel, click Escalate
to let the system select a supervisor; or,
to select the supervisor yourself, click an available supervisor and click the Escalate
button
for that supervisor. Your original call is placed on hold and a call to the
supervisor is initiated.
2)
Without waiting for the supervisor to answer, in the Call Console, select the original
call.
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3)
Move the mouse over the call to the supervisor and click Transfer
.
6.12.3 Escalate with Consultation
Use this method to escalate a call to a supervisor and provide an introduction beforehand.
You can escalate the call to the first available supervisor or select the supervisor yourself.
To escalate a call with consultation:
1)
In the Supervisors panel, click Escalate
to let the system select a supervisor; or,
to select the supervisor yourself, click an available supervisor and click Escalate
for that supervisor.
2)
Wait until the supervisor accepts your call and speak to the supervisor.
3)
When ready to transfer the call, in the Call Console, select the original call.
4)
Move the mouse over the call to the supervisor, and click Transfer
.
6.12.4 Escalate with Conference or Handover
Use this method to escalate a call to a supervisor through a conference call. You can then
leave the call.
To escalate a call with conference or handover:
1)
In the Supervisors panel, click Escalate
to let the system select a supervisor; or,
to select the supervisor yourself, click an available supervisor and click Escalate
for that supervisor.
2)
When the supervisor accepts your call, speak to the supervisor about the issue.
3)
In the Call Console, select the original call.
4)
Move the mouse over the call to the supervisor and click Conference
. A
conference call is established and the calls appear in the Conference Call panel.
5)
To hand the call over to the supervisor, click Leave Conference
Conference Call panel.
in the
6.12.5 Escalate with Mid-Conference Hold
Use this method to escalate a call to a supervisor through a conference call and provide
an opportunity for the customer to speak to the supervisor.
To escalate a call with mid-conference hold:
1)
In the Supervisors panel, click Escalate
to let the system select a supervisor; or,
to select the supervisor yourself, click an available supervisor and click Escalate
for that supervisor.
2)
When the supervisor accepts your call, speak to the supervisor about the issue.
3)
In the Call Console, select the original call.
4)
Move the mouse over the call to the supervisor and click Conference
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A conference call is established and the calls appear in the Conference Call panel.
5)
In the Conference Call panel, click Hold Conference
. This puts both calls on
hold but allows the customer and the supervisor to continue their conversation.
6)
To drop a specific party from the conference, select their call from the Conference Call
panel and click End
7)
.
To leave the call, click Leave Conference
in the Conference Call panel.
6.13 Manage Conference Calls
You manage conferences in the Call Console. You use the:

Current calls area to establish a conference and add participants to it.

Conference Call panel to manage or end an active conference call.
You can only have one active conference at a time.
Figure 65 Call Console – Conference Call Panel
NOTE: To start conference calls, you must have the Three-Way Call or N-Way Call service
assigned.
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6.13.1 Start Three-Way Conference
To start a conference call, you must have at least two current calls. The calls can be
received or made by you. If required, make calls using any of the methods described in
section 6.9 Make Outbound Calls.
To start a conference:
1) In the Call Console, select a call.
Figure 66 Call Console – Starting Conference Call
2)
Move the mouse over a call that is not selected and click Conference
. A
Three-Way Conference is established and the connected calls appear in the
Conference Call panel.
Figure 67 Conference Call Panel – Conference Call
6.13.2 Add Participant to Conference
NOTE: To add participants to a conference, you must have the N-Way Calling service assigned.
To add a participant to a conference:
1) If the call you want to add to the conference is not yet established, place the call.
2)
In the Call Console, move the mouse over the call and click Conference
call is added to the conference.
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6.13.3 Hold Conference
To put an active conference on hold:
In the Conference Call panel, click Hold Conference
conference participants to continue their conversation.
. This allows other
6.13.4 Resume Conference
To resume a conference call that you previously put on hold:
In the Conference Call panel, click Resume Conference
conference become active.
. All the calls in the
6.13.5 Hold Participant
To put a specific conference participant on hold:
1) Expand the Conference Call panel.
2)
Move the mouse over the target call and click Hold
.
6.13.6 Take Participant Off Hold
To resume a participant’s held call:
1) Expand the Conference Call panel.
2)
Move the mouse over the target call and click Answer
.
6.13.7 Leave Conference
To leave the conference:
In the Conference Call panel, click Leave Conference
their conversation.
. The other parties continue
NOTE: This function is only available for Three-Way Conferences.
6.13.8 End Participant
To end a selected call in a conference:
1) Expand the Conference Call panel.
2) Move the mouse over the call and click End
.
6.13.9 End Conference
To end the conference:
In the Conference Call panel, click End Conference
participated in the conference.
. This releases all the calls that
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7
Manage Call History
Call Center collects call logs for your placed, received, and missed calls. You can call any
number available in Call History. For information on making calls from Call History, see
section 6 Manage Calls.
This section explains how to view and delete call logs.
7.1
View Call History
You can view your placed, received, and missed calls.
To view your call history:
1)
In the Call Console, click Call History
. The Call History dialog box appears
displaying your past calls. The calls are grouped into placed, received, and missed
calls. By default, missed calls are displayed.
Figure 68 Call History Dialog Box
2)
7.2
To show calls in a specific group, select that group from the Show drop-down list.
Delete Call History
You can delete a selected call log or all call logs from Call History.
To delete calls from Call History:
1)
In the Call Console, click Call History
. The Call History dialog box appears.
2)
To delete all call logs, click Delete All
3)
To delete a selected log, move the mouse over the log and click Delete
.
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8
E-mail Contacts
Call Center allows you to send an e-mail message to a contact that has e-mail configured
on the system. You must also have messaging enabled within Call Center settings. For
information, see section 17.5 Settings – Messaging.
The EMAIL button appears when you select a contact that has an e-mail address
configured.
8.1
Send E-mail Message to Contact
To send an e-mail message to a contact:
1) In the Group/Enterprise directory, move the mouse over a contact who has e-mail.
2)
Click EMAIL
. This brings up a new e-mail window for the configured
Messaging service.
3)
Write your message and click Send.
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9
Manage Contacts
You use the Contacts pane to perform call and monitoring operations on your contacts as
well as to manage your contacts’ directories.
Figure 69 Contacts Pane
Call Center provides access to the contacts’ directories listed in the following table.
Interface Element
Description
Enterprise/Group
The Enterprise/Group directory contains the contacts in your BroadWorks group
or enterprise directory.
Common
The Common directory contains the contacts in the common phone list
configured by your administrator on BroadWorks.
Personal
The Personal directory contains all contacts in your Personal Phone List on
BroadWorks.
Supervisors
(Agents)
The Supervisors directory, available only to agents, contains the list of your
supervisors and allows you to view their phone state.
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Interface Element
Description
Agents
(Supervisors)
The Agents directory, available only to supervisors, contains the list of agents
you supervise and allows you to manage them and view their phone and ACD
state.
Speed Dial
The Speed Dial directory contains the numbers configured for you or by you for
your Speed Dial services (Speed Dial 8 and/or Speed Dial 100).
Queues
The Queues directory lists the call centers and associated DNIS numbers for the
call centers you are either supervising or staffing. It allows you to transfer calls
to queues quickly.
Custom
A Custom directory contains selected contacts from your BroadWorks group or
enterprise directory. You can have access to zero, one, or several custom
directories. Custom directories are configured by your administrator.
Outlook
The Outlook directory contains your Outlook contacts.
Instant Message
The Instant Message directory lists IM&P contacts to which you are subscribed.
LDAP (Search
Access Only)
Call Center provides search access to a configured LDAP directory. When you
make a search on the LDAP directory and your search returns results, these
results are displayed in the Search panel (in the Contacts pane). By default, no
LDAP contacts are displayed in the Contacts pane.
Access to certain directories depends on your permissions and the system setup. For
information, contact your administrator.
The Contacts pane also contains the Directories panel, which consolidates the contacts
from the following directories: Enterprise/Group, Custom, Personal, Outlook, and Speed
Dial. The Contacts pane is always visible. You can choose which directories to display in
the Directories panel and you can collapse the panel, but you cannot close it.
For information about the operations you perform to manage your contact directories, see
the following sections:
9.1

View Contacts

Organize Contacts

Search for Contacts

Manage Personal Contacts

Manage Speed Dial Numbers

Monitor IM&P Contacts and Chat with Contacts
View Contacts
Call Center allows you to select directories to display in the Contacts pane and below the
Call Console, show or hide directory contents, and select the order of appearance for
information in certain directories.
9.1.1
Show or Hide Directories
You can decide which of the directories that you are allowed to access appear in the
Contacts pane.
All directories can be displayed individually in the Contacts pane.
In addition, you can decide which directories to display in the Directories panel (on their
own or with other directories), and below the Call Console.
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To show or hide a directory in the Contacts pane:
1)
In the Contacts pane, click Options
.
2)
Select View, Directories, and then select or unselect the directory to display/hide. To
display all directories, select All.
To hide a directory, you can also click the Close button
for that directory.
NOTE: You cannot close the Directories panel.
Figure 70 Contacts Pane – Show/Hide Contact Directories
To show a directory in the Directories panel:
In the Directories panel, select the directory to display from the drop-down list. To display
all directories, select Show all.
Figure 71 Directories Panel – Selecting Directory to Display
9.1.2
Display Directory Below Call Console
To display a directory below the Call Console:
In the Directories panel, select Show all.
1)
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Figure 72 Directories Panel – Selecting Directory
2)
Click the Pullout Directory button
for the directory to display.
The directory appears below the Call Console.
Figure 73 Custom Directory Displayed Below Call Console
To close the directory, click the Close button
.
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9.1.3
Show or Hide Directory Content
By default, your directories are collapsed, with only the title bar visible. You can selectively
expand the directories that you want to consult or use.
To show or hide contacts in a directory:
In the Contacts pane, click the Expand/Collapse
button for that directory.
Figure 74 Group Panel Expanded
9.1.4
Show Contact Details
You can view the details of a contact in any directory.
To view contact details:
1) Expand the target directory.
2)
Click the contact. The entry expands, displaying the contact’s details. The
information depends on the target directory and includes the contact’s phone numbers
or IDs and action buttons.
Only one contact per directory can be expanded at a time. When you click a contact,
the system automatically hides the details of the previously expanded contact.
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Figure 75 Group Panel – Contact Details
9.1.5
Select Display Order
Contacts in the Group/Enterprise, Agents, and Supervisors directories can be displayed by
either their first name or last name first. Your selection applies to all of these directories.
You cannot specify the display order for each directory individually.
To specify the contacts’ display order:
1)
In the Contacts pane, click the Options button
.
2)
Select View, then Display Name, and then the order in which you want to display the
contacts: Last Name, First Name -or- First Name, Last Name.
Figure 76 Contacts Pane – Displaying Contacts by First Name, Last Name
Figure 75 shows supervisors displayed by their last name followed by their first name.
Figure 77 Supervisors Panel – Supervisors Listed by First Name, Last Name
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9.2
9.2.1
Organize Contacts
Sort Contacts
You can sort contacts in the following directories: Group/Enterprise, Queues, and Agents.
To order contacts in a directory:
1)
In the Contacts pane, click Options
.
2)
Select Sort, followed by the name of the directory in which you want to sort contacts,
and then the sorting option.
Figure 78 Contacts Pane – Sorting Contacts
Figure 77 shows a Group directory sorted by the contact’s first name.
Figure 79 Group Panel – Contacts Sorted by First Name
NOTE: When agents are ordered by ACD state and there is a change in the ACD state of an
agent, the agents are not automatically re-ordered.
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9.3
Search for Contacts
Call Center provides you with a search function that allows you to search for specific
contacts in your directories.
You use the Search panel in the Contacts pane to look for contacts.
Figure 80 Contacts Pane – Search Panel
9.3.1
Perform Contact Search
To search for contacts:
In the Search text box, enter the text you want to search for and press ENTER. You
can enter partial information, such as part of a name or phone number.
1)
For example, if you do not remember whether Mary’s last name is spelled “Shelley” or
“Shelly”, you can enter “Shell”, and either name is returned.
2)
To restrict the search to contacts that start with the entered text, check the Begins with
box.
3)
From the drop-down list, select the directories to search.
4)
Press ENTER.
The text you enter is matched against all attributes of every entry in the selected
directories.
NOTE: The search is not case-sensitive; the search for “Ann” and “ann” returns the same
results.
Search results are displayed in the Search panel, each contact listed with the name of
the directory where they were found.
BroadWorks directories are searched in the following order: Supervisors, Agents,
Group/Enterprise. Duplicate search results in BroadWorks directories are not
displayed; the first match for a given contact is displayed.
Duplicate search results in other directories are displayed.
Figure 81 Contacts Pane – Search Results
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The search returns either all the contacts (in the selected directories) that contain the
entered keyword or all the contacts that start with the entered keyword.
In the first case (Contains), entering “Ann” and selecting “First Name” from the
Keyword Search Filter drop-down list returns all contacts with the first name “Ann”, but
it also returns all contacts with first names such as “Anne”, “Marianne”, “Marie Ann”,
“Ann Marie”, and so on.
In the second case (Starts With), entering “Ann” and selecting “First Name” returns all
contacts with first names such as “Ann”, Anne”, and Ann Marie”, but not “Marianne” or
“Mary Ann”.
5)
To clear the search results, click Reset
.
NOTE: Contact entries displayed in search results follow the same rules as if that entry was
accessed in its own directory. This allows you to perform any operations directly from the search
results.
9.4
Manage Personal Contacts
You can add or remove personal contacts via the web portal or in Call Center, and the
updates appear in both places. However, the updates that you make via the web portal
appear only in Call Center at the next sign-in.
To update personal contacts using the client, perform the following operations:

Add Personal Contact

Delete Personal Contact
You cannot modify a personal contact entry in Call Center. To modify information for a
personal contact, delete the entry and add it again.
9.4.1
Add Personal Contact
To add a personal contact:
1)
In the Personal panel, click Edit
appears.
. The Edit Personal Contact dialog box
2)
Click Add. A new line is added below the existing entries, allowing you to define a
new entry.
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Figure 82 Edit Personal Contact Dialog Box – Adding Entry
9.4.2
3)
In the Name text box, enter the contact’s name or description, as you want it to
appear on the contact’s list.
4)
In the Number text box, enter the phone number of the contact.
5)
To save the entry, click anywhere in the dialog box outside the entry.
Delete Personal Contact
To delete a speed dial entry:
1)
In the Personal panel, click Edit
appears.
. The Edit Personal Contact dialog box
2)
Select the entry to delete and click Delete.
Figure 83 Edit Personal Contact Window – Deleting Entry
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9.5
Manage Speed Dial Numbers
You can add or remove speed dial numbers via the web portal or in Call Center, and the
updates appear in both places. However, the updates that you make via the web portal
appear only in Call Center at the next sign-in.
To update speed dial entries using the client, perform the following operations:
9.5.1

Add Speed Dial Entry

Modify Speed Dial Entry

Delete Speed Dial Entry
Add Speed Dial Entry
To add a speed dial entry:
1)
In the Speed Dial panel, click Edit
. The Edit Speed Dials dialog box appears.
2)
Click Add. A new line is added below the existing entries, allowing you to define a
new entry.
Figure 84 Edit Speed Dials Dialog Box – Adding Entry
9.5.2
3)
From the Code drop-down list, select a speed dial code.
4)
In the Phone Number text box, enter the phone number to assign to the code.
5)
In the Description text box, enter a description that allows you to identify the entry.
6)
To save the changes, click anywhere in the dialog box outside the entry.
Modify Speed Dial Entry
To modify a speed dial entry:
1)
In the Speed Dial panel, click Edit
. The Edit Speed Dials dialog box appears.
2)
Double-click the entry to modify. The entry becomes modifiable.
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Figure 85 Edit Speed Dials Dialog Box – Modifying Entry
9.5.3
3)
Modify information as required.
4)
To save the changes, click anywhere in the dialog box outside the entry.
Delete Speed Dial Entry
To delete a speed dial entry:
1)
In the Speed Dial panel, click Edit
. The Edit Speed Dials dialog box appears.
2)
Select the entry to delete and click Delete.
Figure 86 Edit Speed Dials Dialog Box – Deleting Entry
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10 Monitor IM&P Contacts and Chat with Contacts
When you have an IM&P service assigned on BroadWorks, you can chat with other IM&P
users and see the unified presence state of selected IM&P users directly from Call Center.
The unified presence of a contact is their presence state when they are logged in through
multiple devices or applications, such as IM&P or BroadTouch Business Communicator.
IM&P capabilities are available only when you are online. For information on setting you
IM&P presence state, see section 4.10 Change Your Instant Messaging and Presence
State.
10.1 Monitor IM&P Contacts
To view the presence state of an IM&P contact, you have to first subscribe to the contact.
Otherwise, Call Center displays the contact’s state as Unsubscribed. When you send a
subscription request to a contact and you are waiting for their reply, Call Center displays
the contact’s state as Pending Subscription.
The following directories display the IM&P state of contacts: Instant Message, Agent,
Supervisor, Enterprise/Group, Custom, Search, and Directories.
NOTE: The Instant Message panel does not include IM&P contacts in the Unsubscribed state.
You can subscribe to a contact either by sending a subscription request to the contact or
by adding the contact to the Instant Message directory.
For information about the operations related to subscribing to contacts and viewing their
presence state, see the following sections:

Subscribe to Contact

Add Contact to Instant Message Directory

Modify Contact Name

Unsubscribe from Contact

Accept or Reject Subscription Request

View Unified Presence State of Contacts
10.1.1 Subscribe to Contact
To send a subscription request to a contact:
1)
Click the IM&P presence icon of an unsubscribed contact
in any directory where
the presence state of contacts is displayed. The Contact (IM) Subscribe dialog box
appears.
Figure 87 Contact (IM) Subscribe Dialog Box
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2)
Click Yes.
A subscription request is sent to the contact, and the contact is added to the Instant
Message directory. The contact’s state is set to “Pending Subscription”
.
When the subscription is accepted, the contact’s presence state is updated to their
actual presence state.
3)
To resend a subscription request at any time, click the contact’s presence icon again
and click Resend in the dialog box that appears.
Figure 88 Contact (IM) Re-Subscribe Dialog Box
10.1.2 Add Contact to Instant Message Directory
When you add a contact to the Instant Message directory, the system automatically sends
a subscription request to the contact.
To add a contact to the Instant Message directory:
1)
In the Instant Message panel, click Edit
dialog box appears.
. The Edit Instant Message Contacts
2)
Click Add. A new line is added below the existing entries, allowing you to define a
new entry.
Figure 89 Edit Instant Message Contacts Dialog Box – Add Contact
3)
In the Name text box, enter the display name of the contact to add.
4)
In the IM ID text box, enter a valid IM&P ID of the contact.
5)
To save the changes, click anywhere in the dialog box outside the entry.
A subscription request is sent to the contact, the contact’s presence state is set to
“Pending Subscription”, and the contact is added to the Instant Message panel.
When the subscription is accepted, the contact’s presence state is updated to their actual
presence state.
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10.1.3 Modify Contact Name
You can modify the display name of an existing contact.
To modify the name of a contact:
1)
In the Instant Message panel, click Edit
dialog box appears.
. The Edit Instant Message Contacts
2)
Double-click the contact and enter the new name in the Name text box.
3)
To save your changes, click anywhere in the dialog box outside the entry.
Figure 90 Edit Instant Message Contacts Dialog Box – Modify Contact
10.1.4 Unsubscribe from Contact
To stop monitoring a contact:
1) Click the presence icon of the contact. The Contact (IM) Unsubscribe dialog box
appears.
Figure 91 Contact (IM) Unsubscribe Dialog Box
2)
Click Yes. The contact is removed from the Instant Message directory and its
presence status changes to Unsubscribed in other directories.
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10.1.5 Accept or Reject Subscription Request
When you receive a request from another user, a dialog box appears allowing you to
accept or deny the request.
Figure 92 Contact (IM) Request Dialog Box
To accept the request, click Yes. If the contact is not yet in your Instant Message
directory, a request is sent automatically to add the user to the directory.
To reject the request, click No.
You can also close the dialog box and ignore the request. If you ignore the request, the
dialog box will reappear the next time you go online.
10.1.6 View Unified Presence State of Contacts
You can view the unified presence state of IM&P contacts in the Instant Message, Agent,
Supervisor, Enterprise/Group, Custom, Directories, and Search panels. The presence
icon is displayed to the left of the contact’s name.
Unified instant messaging presence states indicate your contacts’ availability to
communicate using client applications such as Hosted Thin Call Center, Hosted Thin
Receptionist, BroadTouch Business Communicator Desktop, or BroadTouch Business
Communicator Mobile.
The actual unified presence state of a contact is displayed only if you are subscribed to the
contact. Otherwise, the contact’s state is displayed as Unsubscribed or Pending
Subscription.
Figure 93 Instant Message Directory – Unified Presence State of Contacts
The following table lists the possible unified presence states in Call Center:
IM&P State
Icon
Description
Subscribed States
Available
The contact is online, available on one or more devices, and
not busy on any device.
Busy
The contact is online, but currently busy on one or more
devices. Do not disturb.
Away
The contact is connected but away from one or more devices
and not busy on any device.
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IM&P State
Icon
Offline
Description
The contact is offline on all devices.
Unsubscribed States
Pending
Subscription
You sent a subscribe request to the contact, but it has not yet
been accepted. Clicking the icon resends the request.
Not
subscribed
The contact has the IM&P service but you are not subscribed
to monitor their state. The contact does not appear in the
Instant Message pane. Clicking this icon sends a subscription
request to the contact.
10.2 Chat with IM&P Contacts
You can have several concurrent one-on-one or multiuser instant messaging sessions
open.
You can chat with more than one contact at the same time, either in one-on-one sessions
or by participating in multiuser chats. Each session requires a separate window.
Chat windows appear at the bottom-right hand side of the Call Center main interface.
Subsequent windows open to the left of the latest opened Chat window.
Chat windows can be taken out of the main interface and placed elsewhere on the screen.
The number of concurrently open Chat windows depends on the browser window size and
screen resolution. The oldest Chat window is closed when there is no more room for a
new Chat window to open. This only applies to Chat windows that are placed within the
main interface.
You can start a chat session with a contact or accept a session request from another user.
A one-on-one session can be converted into a multiuser chat by inviting more participants.
You can also receive an invitation to a multiuser chat from another user.
When your IM&P contact is in your group/enterprise, you can also phone them directly
from the Chat window.
The tasks related to instant messaging are described in the following sections:

Start Instant Messaging Session

Place Call from Chat Window

Establish Multiuser Chat Session

Manage Instant Messaging Sessions
10.2.1 Start Instant Messaging Session
You can start an instant messaging session with an IM&P contact from any of the
following panels: Instant Message, Agent, Supervisor, Enterprise/Group, Custom, Search,
and Directories.
To start an instant messaging session with a contact:
1) In the Contacts pane, click the target contact. The entry expands displaying available
action buttons.
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Figure 94 IM&P Contact with Chat button
2)
Click Chat
on the line for the contact. A Chat window appears, displaying your
contact's information on the title bar.
Figure 95 Chat Window
NOTE: A Chat window also appears when another IM&P user initiates a chat session with you.
3)
Type your message in the text box at the bottom of the window and click ENTER.
Your message is sent to your contact.
The messages you send and receive appear in the Chat Logs area at the top of the
window, below the title bar. Up to 50 messages per contact are kept in the log for the
duration of your IM&P session, even if you close the Chat window and later start
exchanging messages again with the same contact. The messages are cleared when
you go offline.
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10.2.2 Place Call from Chat Window
If the user with whom you are chatting is also a contact in your Group/Enterprise directory,
you can call them directly from the Chat window.
To place a call from the Chat window:
Click the Call button
at the top-right of the Chat window.
The Call Center client issues a Click-To-Dial attempt to the contact's phone number and
the call appears in the Call Console.
10.2.3 Establish Multiuser Chat Session
You can invite other contacts to your chat, thus converting your one-on-one chat to a
multiuser chat. An incoming multiuser chat invitation opens a window for a new multiuser
chat.
To add users to a chat session:
1)
Click the Add User to Chat button
available contacts appears.
in the Chat window. A drop-down list of
Figure 96 Add Participants to Chat
2)
Select the check box next to each contact to invite and click the Invite button. When
a contact joins the chat, a notification appears in the Chat Logs area of the Chat
window. The participants (other than you) are also listed at the top of the window.
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Figure 97 Multiuser Chat
3)
To leave the multiuser chat, close the Chat window.
10.2.4 Manage Instant Messaging Sessions
If a Chat window is not in focus and an incoming message is available for you to read, the
color of the window is light brown as shown in the following figure. This changes to black
as soon as the window is in focus.
Figure 98 Managing Chat Sessions
You can also close, minimize, or pop out a Chat window, that is, take the Chat window out
of the Call Center main interface and place it elsewhere on the desktop.
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To pop out a Chat window:
Click the Pop-out button
at the top-right of the window.
The window is placed on the desktop outside of Call Center and the Pop-out button
becomes the Pop-in button.
To place the window back within the Call Center main interface:
Click the Pop-in button
at the top-right of the window.
To minimize or close a Chat window:
Click the Minimize or Close button at the top-right of the window. When a window is
closed, the windows to the left (if present) shift to the right. This applies only to Chat
windows that are placed within the Call Center main interface.
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11 Monitor Supervisors (Agent)
Call Center allows you to monitor the phone state of selected supervisors (up to 50). This
is useful when you are escalating a call and want to find a supervisor who is available to
take a call quickly.
You use the Supervisors panel to view the phone state of selected supervisors and to
select supervisors to monitor. Supervisors who are not monitored have their state set to
"Unknown".
Figure 99 Supervisors Panel
NOTE: This capability is designed to monitor the supervisor's state related to normal calls.
Conference calls are handled differently, and it may happen that the state of a supervisor who
was in a conference call is temporarily not reflected properly. For example, if the supervisor is in
a conference and then all other parties hang up, the supervisor's status shows as Idle even
though their phone may still be off hook.
11.1 Select Supervisors to Monitor
The list of selected supervisors is saved when signing out as part of your workspace and
is restored on subsequent logins.
To select the supervisors to monitor:
1)
In the Supervisors panel, click Edit
appears.
. The Supervisor Favorites dialog box
Figure 100 Supervisor Favorites Dialog Box
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2)
Check the box next to each supervisor to monitor and click Save.
11.2 Supervisor Phone States
The following table lists the possible states for a supervisor’s phone line:
Phone State
Icon
Description
Idle
Supervisor’s phone is on-hook, which means the supervisor is
not on a call.
Busy
Supervisor’s phone is off-hook, which means that the supervisor
is on a call.
Ringing
Supervisor’s phone is in alerting state; a call is currently being
delivered to the supervisor.
Do Not Disturb
Supervisor has enabled the Do Not Disturb service.
Private
Supervisor has enabled phone state privacy.
NOTE: This terminates monitoring of the supervisor’s phone
state for the current login session. To be able to monitor their
phone state again, you must sign out and then sign in after the
supervisor has disabled their phone state privacy.
Call Forwarding
Always
Supervisor has enabled the Call Forwarding Always service.
Unknown
Supervisor is currently not monitored.
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12 Monitor Call Centers (Agent)
Call Center provides you with real-time information about monitored queues. This
information is displayed in the Dashboard pane.
12.1 Dashboard Pane
The Dashboard pane lists the monitored call centers and provides key indicators for each.
For information about selecting call centers to monitor, see section 12.2 Select Call
Centers to Monitor.
Some fields are color-coded to provide visual indicators of threshold severity. Threshold
values are configured by your administrator. The visual Indicators of threshold severity
are as follows:
Severity
Color
0 (no threshold crossed)
No color
1 (yellow threshold crossed)
Yellow
2 (red threshold crossed)
Red
Figure 101 Dashboard Pane (Agents)
The following information is provided for each monitored call center:

Call center name – The name of the call center.

Service Mode (Premium call centers) – The mode in which the call center currently
operates. This field can have one of the following values:
−
Night Service – The call center is processing calls according to the Night Service
schedule and policy.
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−
Night Service Override – The call center has been manually forced to follow the
Night Service policy.
NOTE: The Night Service or Night Service Override status appears only if the Night Service
policy is triggered, either by the Night Service schedule or by a manual override, and if the action
to apply to incoming calls is set either to “Perform busy treatment” or “Transfer to phone
number/SIP-URI”. Setting the action to “None” acts as if the Night Service policy was not
triggered and the Night Service/Night Service Override status is not displayed in Call Center.
−
Holiday Service – The call center is processing calls according to the Holiday
Service schedule and policy.
NOTE: The Holiday Service status appears only if the Holiday Service policy is triggered and if
the action to apply to incoming calls is set by a BroadWorks administrator to “Perform busy
treatment” or “Transfer to phone number/SIP-URI”. Setting the action to “None” acts as if the
Holiday Service policy was not triggered and the Holiday Service status is not displayed in Call
Center.
−
Forced Forwarding – All calls to this call center are forwarded to a specified
destination.
−
None – Call center is in normal mode of operation; none of the above modes are
enabled.
NOTE: When the call center is in Normal service mode, the Service Mode field displays “None”.

Current Calls in Queue – This is the number of queued calls expressed as a ratio of
the total queue capacity for that call center. For example, “6/10” means that there are
six calls in the queue, which can queue a maximum of ten calls.

Longest Waiting Call – This is the waiting time of the call that has been in the queue
the longest.

EWT (Expected Waiting Time) – This is the estimated time a caller has to wait in this
queue before their call is answered.

AHT (Average Handle Time) – This is the average time it takes to process a call in
this queue.

ASA (Average Speed of Answer) – This is the average time a caller spends in the
queue before the call is offered to an agent.

Staffed – This is the number of agents that are in Sign-In, Available, Unavailable, or
Wrap-Up ACD state, as a ratio of all agents assigned to this call center.
The fields that provide visual indicators are Current Calls in Queue, Longest Waiting Call,
EWT, AHT, and ASA.
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12.2 Select Call Centers to Monitor
You can select up to 50 call centers to monitor in the Dashboard pane. You can only
monitor call centers to which you have been assigned.
To select call centers to monitor:
1)
In the Dashboard pane, click Options
The Select Queues dialog box appears.
and select the Select Queues option.
Figure 102 Select Queues Dialog Box
2)
Check the call centers you want to monitor and click Save.
12.3 Select Information to Display
You can select which performance indicators you want to display in the Dashboard pane.
To select information to display:
1)
In the Dashboard pane, click Options
and select the Select Visible Fields
option. The Select Fields dialog box appears.
Figure 103 Select Fields Dialog Box
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2)
To display all performance indicators, check Select All. Alternatively, to show or hide
some fields, check to uncheck the corresponding check boxes.
3)
Click Save.
12.4 Order Call Centers
By default, call centers displayed in the Dashboard pane are ordered by name. You can
change the order in which call centers are displayed.
To change the order of call centers:
1)
In the Dashboard pane, click Options
2)
Select Sort By and then select the ordering options you want.
Figure 104 Dashboard – Options – Sort By
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13 Manage Agents (Supervisor)
You use the Agents panel to view the agents who you are supervising and to perform
actions on them. You can also monitor the call and the ACD state of selected agents and
make agents join or leave queues. For information on selecting agents to monitor, see
section 13.1 Select Agents to Monitor. For information on making agents join queues, see
section 13.2 Make Agents Join Queues.
Figure 105 Agents Panel
13.1 Select Agents to Monitor
Call Center allows you to monitor the call and the ACD state of selected agents, but
agents are not automatically monitored. To monitor the state of an agent, you must select
the agent.
To select agents to monitor:
1)
In the Agents panel, click Edit
. The Edit Monitored Agents dialog box appears.
Figure 106 Edit Monitored Agents Dialog Box
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2)
Select the check box next to each agent to monitor. If an agent is staffing multiple call
centers, by selecting that agent for monitoring in one call center, you are also
selecting them for monitoring under all call centers that they are staffing.
3)
Click Save.
The selected agents have their call and ACD state displayed. The state of agents
who are not monitored appears as unknown (dimmed).
Figure 107 Agents Panel – Monitored Agents
The list is saved and is available during subsequent sessions.
13.2 Make Agents Join Queues
Call Center allows you to force an agent’s join status in queues, effectively making the
agent join or leave queues.
Figure 108 Agents Panel – Contact with Queue Button
To make an agent join or leave one or more queues:
1) In the Agents panel, click the target agent. The entry expands displaying available
action buttons.
2)
Click the Queue button. The Agent Queue Membership dialog box appears listing the
call centers to which the agent is assigned.
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Figure 109 Agent Queue Membership Dialog Box
3)
To make the agent join a queue, check the Join box in the row of the queue you want
the agent to join.
4)
To make the agent leave a queue, uncheck the Join box in the row of the queue you
want the agent to leave.
5)
Click Save.
13.3 Agent Phone and ACD States
Monitored agents have their phone and ACD state displayed. A single icon, to the left of
the agent’s name, represents the agent’s combined phone and ACD state, which indicates
the agent’s ability to take calls. In addition, the agent’s ACD state is also displayed in text
following their name. If the agent’s ACD state is set to “Unavailable”, then the unavailable
code is also displayed (if applicable).
Other agents have their state set to “Unknown”.
Figure 110 Agents Panel – Agents with Phone and ACD State Displayed
The possible agent’s phone and ACD states are as follows:
Phone State
ACD State
Icon
Description
Idle
Available
Agent’s phone is on-hook and the agent is
available to take ACD calls.
Ringing
Available
Agent’s phone is ringing and the agent is available
to take the call.
Any
Unavailable,
Sign-In,
Sign-Out
Agent is not available to take ACD calls.
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Phone State
ACD State
Icon
Description
Idle, Ringing
Wrap-Up
Agent is performing post call work. They may or
may not be available to take calls.
Busy
Available,
Wrap-Up
Agent’s phone is off-hook, which means that the
agent is on a call.
Calls may be delivered to agents depending on
their call waiting settings and the call center’s call
waiting and wrap-up settings.
Do Not Disturb
Any
Agent has enabled the Do Not Disturb service.
ACD calls are not delivered to agent in the Do Not
Disturb call state.
This state is not recommended for Call Center
agents. Agents should use the Unavailable ACD
state when they need to block new incoming calls
temporarily.
Call Forwarding
Always
Any
Agent has enabled the Call Forwarding Always
service.
Private
Any
Agent has enabled phone state privacy.
NOTE: This terminates monitoring of the agent’s
phone state for the current login session. To be
able to monitor their phone state again, you must
sign out and then sign in after the agent has
disabled their phone state privacy.
Unknown
Any
Agent is currently not monitored.
13.4 View Agent’s Details
Clicking an agent expands the entry to show all queues the agent is assigned to and all
the agent’s current calls, in order of arrival.
For each call, the following information is displayed:

Call number

Calling name (if available) and calling number (and for direct calls, extension), for
example, “Joe Smith +12403645125”

Call length in the following format: “MM:SS” (or “HH:MM:SS” if the call lasts longer
than an hour), for example, “10:22”
For each queue, the following information is displayed:

Call Center ID

Whether the agent has joined the queue

The agent’s skill level in that queue, if applicable
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Figure 111 Agents Panel Entry Expanded
13.5 Change Agent ACD State
You can force an ACD state change for an agent. This action can only be performed on
monitored agents.
To change and agent’s ACD state:
1)
In the Agents panel, click the agent and then click the ACD State button
.
Figure 112 Agents Panel – Agent ACD State
2)
From the drop-down list, select the new state.
3)
If you selected Unavailable, you may have to select the reason for their unavailability.
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13.6 Silently Monitor Agent’s Call
Call Center allows you to listen to monitored agents’ calls without being heard. You can
listen in on agents who you selected for phone and ACD state monitoring.
NOTE: This function is available if you have the Directed Call Pickup with Barge-in and Call
Center Monitoring services assigned.
You can silently monitor one agent at a time, and the agent you monitor must have the
Call Center – Premium service assigned.
You can choose to monitor the agent’s current call or next incoming call. To monitor the
current call, the agent must have exactly one active call.
To listen in on an agent’s current call silently:
1) In the Contacts pane, expand the Agents panel and click the agent to monitor. The
agent must have exactly one active call.
2)
Click Monitor
for that agent.
A new call is created in the Conference Call panel. You are conferenced in to the call
and muted (Silent Monitoring).
To listen in on an agent’s next call silently:
1) In the Contacts pane, expand the Agents panel.
2)
Click the target agent and click Monitor Next Call
call is established for the selected agent.
for that agent. A monitoring
When the next call is received and answered by the agent, you are conferenced in to
the call and your call is muted. Both calls appear in the Conference Call panel.
Figure 113 Silently Monitored Call
To barge in on a call you are silently monitoring:
In the Conference Call panel, click Barge In
. You are conferenced in to the call.
For information on operations that can be performed on conference calls, see section 6.13
Manage Conference Calls.
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13.7 Barge in on Agent’s Call
Supervisor Barge-In allows you to barge in on an agent’s call. This is useful when you
want to enter an already established call between two other people. You can only barge
in on agents who you selected for phone and ACD state monitoring.
NOTE: This functionality is only available if you have been assigned the Directed Call Pickup
with Barge-in service.
To barge in on an agent’s call:
1) In the Contacts pane, expand the Agents panel and select an agent. The agent must
have exactly one active call.
2)
Click the agent to expand the entry and click Barge In
Conference is established.
. A Three-Way
For information on operations that can be performed on conference calls, see section 6.13
Manage Conference Calls.
13.8 Pick Up Agent’s Ringing Call
Call Pickup allows you to pick up an unanswered call on behalf of an agent. This is useful
when the agent is away or busy.
NOTE 1: This functionality is only available if your group has been assigned the Call Pickup
service.
NOTE 2: A call that is retrieved using Call Pickup is treated in the Call Center reports as a direct
inbound call to the retrieving party and not as an ACD call, because it was not answered by the
agent selected using the ACD process.
NOTE 3: Supervisor Call Pickup is only supported if the agent and supervisor are in the same
group. In an enterprise, this function can be disabled.
To pick up an unanswered call for an agent:
1) In the Agents panel, select an agent whose phone is ringing.
2)
Move the mouse over the agent and click Answer
.
You are now answering the call, and the call appears in the Call Console.
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14 Manage Queued Calls (Supervisor)
Call Center allows you to manage queued calls in the selected call centers (up to five) and
to monitor calls in real time. You use the Queued Calls pane to manage queued calls
under your supervision.
Section 14.1 Queued Calls Pane describes the Queued Calls pane. The rest of this
section describes the operations you perform to manage queued calls:

Select Call Centers to Monitor

Show or Hide Call Center Panels

View Queued Calls

Group Queued Calls

Order Queued Calls

Monitor Next Call

Enable Night Service Override or Forced Forwarding (Premium Call Center)

Retrieve Call from Queue

Promote Call in Queue (Premium Call Center)

Transfer Call to Another Queue

Transfer Call to Top of Queue (Premium Call Center)

Transfer Call from Queue to Agent

Transfer Call to Ad Hoc Number

Change Position of Call in Queue
14.1 Queued Calls Pane
You use the Queued Calls pane to manage queued calls.
The Queued Calls pane displays the monitored call centers and lists the calls queued in
each call center.
You can monitor up to five call center queues at a time, plus one special queue, called the
Quick Link Queue, which does not count toward the maximum of the five-queue limit. The
monitoring of a Quick Link Queue is triggered from the Dashboard.
For information about selecting call centers to monitor, see section 14.2 Select Call
Centers to Monitor.
For more information about selecting the Quick Link Queue, see section 15.5 Navigate to
Agent in Agent Directory or Queue in Queued Calls Pane.
Each call center is displayed in a separate panel. The panel’s header provides the
following information and controls:

Call center name – The name of the call center.

Call center number – The primary phone number of the call center.
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Figure 114 Queued Calls Pane

Service Mode button
– This identifies the service mode of the supervised call
center. Clicking the button launches the Edit Queued Calls Favorites dialog box and
allows you to activate Night Service Override or Forced Forwarding. The call center
can be in one if the following service modes:
−
Night Service
– The call center is processing calls according to the Night
Service schedule and policy.
−
Night Service Override
the Night Service policy.
– The call center has been manually forced to follow
NOTE: The Night Service or Night Service Override mode appears only if the Night Service
policy is triggered. It is triggered either by the Night Service schedule or by a manual override,
and if the action to apply to incoming calls is set by a BroadWorks administrator to either
Perform busy treatment or Transfer to phone number/SIP-URI. Setting the action to “None” acts
as if the Night Service policy was not triggered, and as a result, the Night Service/Night Service
Override mode is not displayed.
−
Holiday Service
– The call center is processing calls according to the
Holiday Service schedule and policy.
NOTE: The Holiday Service mode appears only if the Holiday Service policy is triggered and if
the action to apply to incoming calls is set by a BroadWorks administrator to either Perform busy
treatment or Transfer to phone number/SIP-URI. Setting the action to “None” acts as if the
Holiday Service policy was not triggered, and as a result, the Holiday Service mode is not
displayed.
– All calls to this call center are forwarded to a specified
−
Forced Forwarding
destination.
−
Normal
– Call center is in normal mode of operation; none of the above
modes is enabled.
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
Message Waiting icon
– This icon is displayed if there is one or more
outstanding voice messages left in the call center’s voice mailbox. This icon performs
the role of a message waiting indicator for the call center.

Ratio of visible calls to display limit – This is the number of calls in the queue that are
currently displayed against the maximum number of calls that can be displayed for a
queue.

Ratio of queued calls to queue length – This is the number of calls in queue against
the queue length that is displayed.
When you expand the panel for a call center, the list of calls queued in that call center
appears.
By default, calls are listed according to their position in the queue with the oldest call first.
They can be grouped by the priority bucket. For more information, see section 14.6 Group
Queued Calls.
The following information is provided for each call:

Call Status icon – A graphic representation of the state of the queued call:
– The call is queued, waiting to be answered.
−
Waiting
−
Announcement
the caller.
−
Reordered
−
Bounced
– An entrance announcement or music is being played to
– The position of the call in the queue has been changed.
– The call has been bounced.

Caller’s identity – The name (if available) and the phone number of the calling party.

Call time –The total call time, including the time in the current queue (in parentheses).
Clicking a call expands the call to show additional data:

Priority (Premium call center) – The priority bucket of the call.

Position – The position of the call in the queue.

Destination – The name (if available) and the phone number of the call center (or
DNIS, when applicable) that was called.
When the call is expanded, the action buttons for actions that can be performed on the call
appear. For the list of action buttons available in Call Center, see section 5.5.1 Call Action
Buttons.
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14.2 Select Call Centers to Monitor
You can select up to five call centers to monitor. You view the monitored call centers in
the Queued Calls pane.
To select call centers to monitor:
1)
In the Queued Calls pane, click Options
Dialog option.
and select the Edit Queue Favorite
Figure 115 Queued Calls – Options – Edit Queue Favorite Dialogue
The Edit Queue Favorites dialog box appears.
Figure 116 Edit Queue Favorites Dialog Box
2)
Select the Monitor check boxes in the rows of the call centers to monitor. Note that
the Quick Link Queue can only be selected for monitoring from the Dashboard.
If you select a queue that you are currently monitoring as the Quick Link Queue, the
queue stops being monitored as the Quick Link Queue when you save your changes
and it is monitored as a regular queue.
3)
Click Save.
NOTE: Clicking the Close button
in a call center panel in the Queued Calls pane, closes
the panel but does not stop monitoring the call center.
To stop monitoring a call center, deselect the Monitor check box for the call center in the
Edit Queue Favorites dialog box.
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For information about showing or hiding a call center in the Queued Calls pane, see
section 14.4 Show or Hide Call Center Panels.
14.3 Modify Number of Calls to Display
For each Standard call center that you are monitoring, you can modify the maximum
number of calls to be displayed and for each Premium call center, you can modify the
maximum number of calls that can be displayed in each priority bucket. The total number
of calls to display for a call center cannot exceed 50.
1)
In the Queued Calls pane, click Options
and select the Edit Queue Favorite
Dialog option. The Edit Queue Favorites dialog box appears.
2)
For each Standard call center you are monitoring, set the total number of calls to
display.
3)
For each Premium call center you are monitoring, set the number of calls to display in
each priority bucket. The total number of call in all priority buckets cannot exceed 50.
14.4 Show or Hide Call Center Panels
You can show or hide call center panels for monitored queues. This is not the same as
selecting queues to be monitored. For more information, see section 12.2 Select Call
Centers to Monitor.
To show/hide call center panels:
1)
In the Queued Calls pane, click Options
.
2)
Select View and then select or unselect the names of the call centers. To show or
hide all call centers, select or deselect All.
Figure 117 Queued Calls – Options – View
Alternatively, to hide a call center, click the Close button
from the display but it continues to be monitored.
. The call center is removed
NOTE: This does not apply to the Quick Link Queue. When you click the Close button for the
Quick Link Queue, the queue is no longer monitored.
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14.5 View Queued Calls
You can selectively expand or collapse call center panels to show or hide calls in the
monitored call centers.
To view queued calls for a call center:
Click the Expand
button for that call center.
To view call details of a selected call:
Click that call.
14.6 Group Queued Calls
You can group queued calls by their priority bucket.
To group or ungroup queued calls:
1)
In the Queued Calls pane, click Options
.
2)
From the drop-down list, select Group, and then select or deselect Group by Priority.
This action applies to all monitored call centers.
Figure 118 Queued Calls – Options – Group
3)
To ungroup calls, unselect the Group by Priority option.
14.7 Order Queued Calls
Queued calls can be ordered according to their total waiting time or their waiting time in
the current priority bucket.
To order queued calls:
1)
In the Queued Calls pane, click Options
.
2)
Select Sort and then the ordering option you want. This operation applies to all
monitored call centers.
Figure 119 Queued Calls – Options – Sort
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NOTE: The ordering does not work when calls are grouped. If required, first ungroup the calls.
14.8 Monitor Next Call
You can silently monitor the next call that is received by a call center.
NOTE: To use this feature, you must have the Call Center Monitoring service assigned.
To monitor the call center’s next call:
1) In the Contacts pane, expand the Queues panel and click the target call center to
expand it.
2)
Click the Monitor Next Call button
established for the selected call center.
for that call center. A monitoring call is
When the next call is received and answered by an agent, you are conferenced in to the
call and your call is muted. Both calls appear in the Conference Call panel.
To barge in on a call you are silently monitoring:
In the Conference Call panel, click Barge In
. You are conferenced in to the call.
For information on operations that can be performed on conference calls, see section 6.13
Manage Conference Calls.
14.9 Enable Night Service Override or Forced Forwarding (Premium Call Center)
Call Center allows you to manually override the current mode of operation and enable the
Night Service and/or Forced Forwarding of calls for selected call centers.
To enable Night Service Override and/or Forced Forwarding:
1)
In the Queued Calls pane, click the Service Mode button
in the panel for one of
the call centers. The Edit Queue Favorites dialog box appears.
Figure 120 Edit Queue Favorites Dialog Box
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2)
For each call center for which you want to override the time schedule and manually
initiate Night Service (including the Quick Link Queue if present), check the Night
Service Override check box.
3)
For each call center that you want to divert calls to a specified destination temporarily
(including the Quick Link Queue if present), check the Force Forwarding box, and
then enter the phone number to which to forward the calls in the Enter Number box.
NOTE: Night Service Override has precedence over Forced Forwarding.
14.10 Retrieve Call from Queue
You can retrieve queued calls from the queue to your phone device.
To retrieve a call from a queue:
Click the call in the Queued Calls pane and click Retrieve
for that call.
Once you retrieve a call, the call appears in the Call Console and you treat it as any other
call. For example, you can transfer it to an ad hoc number or to another queue. For more
information, see section 6 Manage Calls.
14.11 Promote Call in Queue (Premium Call Center)
A priority is attached to an incoming call based on the DNIS number on which it is
received. Calls are distributed to the agents staffing the queue based on this priority, with
calls of the higher priority being exhausted before calls in the next priority are distributed.
You can manually promote calls from a lower priority bucket to a higher priority bucket. A
manually promoted call ends up as the last call in the higher priority bucket with a wait time
of zero seconds.
To promote a call, that is to change its priority:
1) In the Queued Calls pane, expand a Call Center panel.
2)
Click the call you want to promote and click Promote
for that call.
The queued call is promoted to the end of the next highest priority bucket.
14.12 Transfer Call to Another Queue
To transfer a queued call to another queue:
1) In the Queued Calls pane, select the call to transfer.
2)
In the Contacts pane, expand the Queues panel.
3)
Click the target queue and click Transfer
for that queue.
The call is transferred and removed from the queue.
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14.13 Transfer Call from Queue to Agent
To transfer a call from a queue to an agent:
1) In the Queued Calls pane, select the call to transfer.
2)
In the Contacts pane, expand the Agents panel.
3)
Click the target agent and click Transfer
for that agent.
The call is transferred and removed from the queue.
14.14 Transfer Call to Ad Hoc Number
To transfer a call to an ad hoc number:
1) In the Queued Calls pane, select the queued call.
2)
In the Dialer, enter the destination number and click Transfer
.
Figure 121 Ad Hoc Queue Transfer
The call is transferred and removed from the queue.
14.15 Change Position of Call in Queue
You can reorder a queued call in a Standard call center or in the “0” priority bucket in a
Premium call center.
To change a call’s position in a queue:
1) In the Queued Calls pane, click the target call to expand it.
Figure 122 Reordering Queued Call
2)
Click Reorder
appears.
and select the new position in the queue from the list that
The call is placed in the new position.
NOTE 1: You cannot place a call ahead of a bounced call.
NOTE 2: The list can contain a maximum of 24 reorder positions, which you can choose from to
reorder a call in queue, in addition to Send to Back and Sent to Front options.
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14.16 Transfer Call to Top of Queue (Premium Call Center)
If your administrator has configured the call center with the Transfer to Top feature, follow
this procedure to transfer the call to the top of the queue.
You can only transfer a call to the top of the highest priority bucket (bucket with priority
“0”).
There need to be at least two calls in the target queue.
1)
In the Queued Calls pane, click the target call to expand it.
2)
Click Reorder
and select Send to Front from the list that appears.
Figure 123 Transferring Call to Top of Queue
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15 View Real-Time Statistics (Supervisor)
Call Center provides you with real-time information about supervised agents and queues.
This information is displayed in the Dashboard. You can also navigate to a selected agent
or a queue directly from the Dashboard.
15.1 Display Dashboard
To access the Dashboard:
Click the Dashboard link at the top right-hand side of the main interface window. The
Dashboard is launched in a separate window and can be open at the same time as other
Call Center windows.
Figure 124 Dashboard
The Dashboard is divided into two parts with queue information in the top half and agent
information in the bottom half. The information is updated at a configurable refresh rate.
The default is 5 seconds.
By default, information about agents is hidden.
To view agents staffing a call center:
Check the Show Agents check box in the row for that call center.
Some fields are color-coded to provide visual indicators of threshold severity. Threshold
values are configured by your administrator.
Severity
Color
0 (no threshold crossed)
No color
1 (yellow threshold crossed)
Yellow
2 (red threshold crossed)
Red
Figure 125 Visual Indicators of Threshold Severity
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15.2 Queue Information
The Dashboard displays each call center queue on a separate line and provides the
following information about each queue:

Name – This is the name of the call center.

Status (Premium call centers) – This identifies the service mode in which the call
center currently operates, which can be one of the following:
−
Night Service – The call center is processing calls according to the Night Service
schedule and policy.
−
Night Service Override – The call center has been manually forced to follow the
Night Service policy.
NOTE: The Night Service or Night Service Override status appears only if the Night Service
policy is triggered, either by the Night Service schedule or by a manual override, and if the action
to apply to incoming calls is set either to “Perform busy treatment” or “Transfer to phone
number/SIP-URI”. Setting the action to “None” acts as if the Night Service policy was not
triggered and the Night Service/Night Service Override status is not displayed in Call Center.
−
Holiday Service – The call center is processing calls according to the Holiday
Service schedule and policy.
NOTE: The Holiday Service status appears only if the Holiday Service policy is triggered and if
the action to apply to incoming calls is set by a BroadWorks administrator to either “Perform
busy treatment” or “Transfer to phone number/SIP-URI”. Setting the action to “None” acts as if
the Holiday Service policy was not triggered and the Holiday Service status is not displayed in
Call Center.
−
Forced Forwarding – All calls to this call center are forwarded to a specified
destination.
−
Normal – Call center is in normal mode of operation; none of the above modes is
enabled.
NOTE: When the call center is in Normal service mode, the Status field is empty.

Calls in Queue – This is the number of queued calls expressed as a ratio of the total
queue capacity for that call center. For example, “6/10” means that there are six calls
in the queue, which can queue a maximum of ten calls.

Long Waiting Call – This is the waiting time of the call that has been in the queue the
longest.

EWT (Expected Waiting Time) – This is the expected waiting time of calls in the
queue.

AHT (Average Handle Time) – This is the average handling time for calls in the
queue.

ASA (Average Speed of Answer) – This is the average amount of time a caller spends
in the queue before the call is offered to an agent.
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
Staffed (Agents) – This is the number of agents managed by you that are in Sign-In,
Available, Unavailable, or Wrap-Up ACD state, as a ratio of all agents managed by
you for this call center.

Idle (Agents) – This is the number of agents who are in the Available ACD state but
presently not on a call.

Unavailable – This is the number of agents who are signed in to the call center but not
available to take calls.

Show Agents – When this check box is selected, the agents who are joined in the call
center are displayed in the Agents area of the Dashboard.
The fields that provide visual indicators are Calls in Queue, Longest Waiting Time, EWT,
AHT, and ASA.
15.3 Agent Information
The Dashboard displays information about the agents for the selected queues.
To display agent information:
1) To select the queues for which you want to view agents’ information, check the Show
Agents box on the lines for the queues in the Queues area of the Dashboard.
2)
To hide signed-out agents, check the Hide Signed Out Agents box at the top-right
corner of the Dashboard.
Figure 126 Dashboard – Hide Signed Out Agents Box
The following information is provided for each displayed agent:

Status – This is the agent’s combined phone and ACD state. For more information,
see section 13.3 Agent Phone and ACD States.
Note that the Status column is only sorted by the ACD state and it ignores the phone
state.

Name – This is the agent’s name.

Queues (total) – This is the total number of queues to which the agent is assigned.
This number is a link, which when clicked, opens a dialog box that lists the agent’s
queues.

Sign-In Time – This is the agent’s most recent sign-in time.

Sign-In Duration – This is the amount of time that the agent has been signed in.

Call State (Time) – This is the call state and time on the current call. The call state
can be Idle, Ringing, or On a call. If an agent is in multiple calls, the call time reflects
the time of the longest running call. When a call is released, then the call time reflects
the time on the remaining calls.

Agent State (Time) – This is the agent ACD state and time. If an agent is unavailable,
the unavailable code is shown.

% Available – This is the time that the agent was available to take calls shown as a
percentage of the duration of the current sign-in.
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
Avg Busy In – This is the average time spent by the agent on an incoming ACD call.

Avg Busy Out – This is the average time spent by the agent on an outgoing ACD call.

Avg Wrap-Up – This is the average time spent by the agent in a post call wrap-up.
Fields that provide visual indicators are Call State (Time), On Call, Idle, Agent State
(Time), Unavailable, Avg Busy In, Avg Busy Out, and Avg Wrap-Up.
The Dashboard is designed to be used together with the Queued Calls pane and the
Agents panel in the Contacts pane. The Dashboard provides you with a real-time view of
agents and queues, while the Agents panel and Queued Calls pane allow you to take
actions on monitored agents and ACD calls. For more information about the actions you
can take to manage agents and queued calls, see sections 13 Manage Agents
(Supervisor) and 14 Manage Queued Calls (Supervisor).
15.4 Select Information to Display
By default, Call Center displays information about call centers and agents as described in
sections 15.2 Queue and 15.3 Agent . You may however modify what information you
want to appear in the Dashboard.
To select information to display:
1) Right-click the first row in the queued calls or agents table.
2)
From the menu that appears, select Columns.
3)
From the list of available columns, uncheck the columns you want to hide and check
the columns you want visible.
Figure 127 Dashboard – Select Columns to Display
4)
When you are done, click anywhere in the Dashboard outside the menu.
15.5 Navigate to Agent in Agent Directory or Queue in Queued Calls Pane
Call Center allows you to navigate to a call center queue in the Queued Calls pane or to
an agent in the Agents directory directly from the Dashboard.
If the selected queue is currently not monitored, the application starts monitoring the
queue as a special queue, called Quick Link Queue, which does not count toward the
maximum of five queues that can be monitored. You can perform normal call operations
on calls in the Quick Link Queue.
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
When you close the Quick Link Queue, Call Center stops monitoring the queue and
the queue is removed from the Queue pane.

When you click a non-monitored queue while there is already a queue monitored as
Quick Link Queue, the new queue replaces the old queue as the Quick Link Queue
and Call Center stops monitoring the old queue.
Figure 128 Dashboard – Navigate to Queue or Agent
1)
To navigate from the Dashboard to a call center queue in the Queued Calls pane,
click the name of the queue. The main window is brought to the foreground and the
selected queue is displayed with an expanded listing of calls in the queue. All other
queues are collapsed.
Figure 129 Queued Calls Pane – Quick Link Queue
2)
To navigate from the Dashboard to an agent in the Agents directory, make sure that
the Show Agents check box (on the row for the queue the agent is staffing), is
checked and then click the agent’s name. The main window is brought to the
foreground and the selected agent is displayed expanded in the Agents panel.
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16 Generate Reports
Call Center provides reporting functions to agents and supervisors. Agents can only
generate reports about their own activity whereas supervisors have access to reports on
activity and performance of agents and call centers under their supervision.
The Reporting feature allows you to run reports and schedule reports to run in the future
using predefined templates. Reports can be of type Agent or Call Center.
The report templates available to you depend on how your administrator has configured
your system.
You use the Reporting link at the top of the main interface to access pages used to
generate and schedule reports.
Figure 130 Main Interface (Top of Window)
This section provides an example of a report. For the list of canned report templates
available on BroadWorks for report generation, see the BroadWorks Call Center Reports
Guide.
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16.1.1 Run Report
To run a report:
1) Click the Reporting link at the top right-hand side of the main window. A Report
window appears.
Figure 131 Report Window
2)
Select a report template from the drop-down list. The page displays the input
parameters for the report.
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Figure 132 Abandoned Call Report – Running Report
3)
Fill in the required information. The input that you need to provide depends on the
template you select and the report type. The following table explains the input
parameters for all reports.
Input Field
Scope
Description
For Agent Reports, it allows you to specify the agents to
include in the report. You can check All Agents or Agents. If
you check Agents, select agents from the drop-down list.
Allowed Value
All Agents,
Agents
NOTE: This parameter is disabled when an agent runs the
report, since agents can only run reports about themselves.
For Call Center Reports, it specifies the call centers or DNIS
numbers to include in the report. You can check All Call
Centers, Call Center, or DNIS.
All Call Centers,
Call Center,
DNIS
 If you check Call Center, select call centers from the dropdown list.
 If you select DNIS, select a call center and DNIS numbers
from the drop-down lists. For DNIS you can also select ALL
DNIS.
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Input Field
Description
Allowed Value
Call Completion
This setting is used to count the number of ACD calls an
agent has completed within a service level during the
specified interval. The Call Completion service level can be
set to “1” through “7200” seconds.
1 through
72000
Short Duration
This setting is used to count the number of ACD short
duration calls completed by an agent during an interval. You
can set the maximum length of a short duration call to “1”
through “7200” seconds.
1 through 7200
Service Level
This setting allows you to provide up to five service levels,
used to perform service-level calculations for each call
center or DNIS. Each service level can be set to “1” through
“7200” seconds.
1 through 7200
Service Level
Options
These settings are used to determine whether certain types
of calls should be included in the service-level calculations:
These options
can be checked
or unchecked.
 Check Include overflow time transfers in service level to
include calls transferred due to time overflow.
 Check Include other transfers in service level to include calls
transferred for other reasons.
 Select one of the following options for abandoned calls:
 Exclude Abandoned Calls to exclude all abandoned calls
 Include All Abandoned Calls to include all abandoned
calls
 Include All Abandoned Calls Except Before Entrance
Completes to include calls abandoned after the entrance
message has finished playing
 Include Abandoned Calls Except in Defined Interval to
include calls abandoned after the time specified by the
abandoned call interval parameter.
Abandoned Call
Interval
If you selected the Include Abandoned Calls Except in
Defined Interval option, enter the desired interval in this text
box in seconds.
Service Level
Percentage
This setting allows you to specify the service-level objective
(expressed as a percentage of calls).
Type
This can be checked as Historical or Real time.
 Historical reports show data from the assigned start date to
the assigned end date.
 Real-time reports show data from the assigned start date to
the present, with the current interval refreshed with real-time
data.
1 through 7200
Historical or
Real time
Real-time reports for individual agents contain data for each
time interval, with the last interval reflecting real-time data, if
requested (subject to the refresh rate). When the interval
switches over, the final data for the last time period is
captured and shown as historical data and real-time data is
reflected in the new time interval.
Start Date
This is the date when you want the report to start. It can be
set by typing in the text box or clicking the Calendar icon.
This is compulsory. The oldest historical date depends on
the interval selected:
MMM DD,
YYYY
 180 days of half-hour interval statistics
 365 days of hourly interval statistics
 730 days of daily interval statistics
Start Time
This is the time when you want the report to start. You can
select the hour format (A.M., P.M., or Military time) from the
Hour Selection Type. Time is applicable for hourly and
minute intervals only.
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through 12:59
am, 1:00 pm
through 12:59
pm, or 0:00
through 23:59
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4)
Input Field
Description
Allowed Value
End Date
This is the date when you want the report to end. It can be
set by typing in the text box or clicking the Calendar icon.
This is required when a Historical report is selected.
MMM DD,
YYYY
End Time
This is the time when you want the report to end. You can
select the hour format (A.M., P.M., or Military time) from the
Hour Selection Type. Time is applicable for hourly and
minute intervals only. This is required when a Historical
report is selected.
1:00 am
through 12:59
am, 1:00 pm
through 12:59
pm, or 0:00
through 23:59
Sampling
This sampling period is only applicable to interval-based
report templates and determines how the report information
is presented. For example, an hourly report displays
information for each hour of the report time frame.
15 minutes, 30
minutes,
Hourly, Daily,
Weekly,
Monthly
Output Format
This allows you to specify in what format you would like the
report output to be generated. If you select Hypertext
Markup Language (HTML) or PDF, the report in displayed in
the Report window. If you select Excel File Format (XLS), a
file is created that you can save on your computer.
PDF, XLS,
HTML
Click Run Report.
The results of the report are displayed in the Report Output area of the window. See
the following section for an example of a report.
NOTE: Adobe Reader 10.01 has a setting Enable Protected Mode at startup, which is enabled
by default. If you select the PDF report format and are using Adobe Reader 10.01 or later, (that
has this setting), you need to disable the setting; otherwise, report results are not displayed.
To disable the protected mode in Adobe Reader, perform the following steps.
1)
Close all opened Internet Explorer and Adobe Reader instances.
2)
Open Adobe Reader.
3)
From the menu bar, select Edit and then Preferences. The Preferences dialog box
appears.
4)
From the Categories menu on the left, select General.
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Figure 133 Preferences – General
5)
Uncheck Enable Protected Mode at startup.
6)
Click OK.
7)
Close Adobe Reader.
16.1.1.1 Report Results (Example)
Depending on the report type, the report results can contain the following elements: A pie
chart, a bar chart, a table, a high-water marks table, and a line chart.
If you select HTML or PDF report format when requesting a report, the report is displayed
in the Report window. If you select XLS, a file is created that you can save on your
computer.
This section provides an example of a report: Abandoned Calls Report. For more
information on the reports available in Call Center, see the BroadWorks Call Center
Reports Guide.
The results of the Abandoned Calls Report are presented in a bar chart and table.
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Figure 134 Abandoned Calls Report – Bar Chart
Figure 135 Abandoned Calls Report – Table (Fragment)
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16.1.2 Schedule Report
To schedule reports, your company (group or enterprise) must have Enhanced Reporting
enabled. For more information, see your administrator.
To schedule a report:
1) Click the Reporting link at the top right-hand side of the main window. A Report
window appears.
Figure 136 Report Window – Report List
2)
Select a report template from the drop-down list. The page displays the input
parameters for the report.
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Figure 137 Scheduling Report (Abandoned Call Report)
3)
For Type, select Scheduled.
4)
Provide the name and the description of the report.
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5)
Specify the recurrence pattern of the report. From the Recurs drop-down list, select
one of the following options: Never, Daily, Weekly, Monthly, or Yearly. Never
signifies that this is a one-time report.
−
If you selected Daily, enter the frequency of recurrence in days.
Figure 138 Scheduled Report – Daily Recurrence Pattern
−
If you selected Weekly, enter the frequency of occurrence in weeks and select the
day of the week when you want the report to be generated.
Figure 139 Scheduled Report – Weekly Recurrence Pattern
−
If you selected Monthly, enter the frequency of occurrence in months and specify
the day when you want the report to be generated. Select one of the following
options:
−
To schedule the report on a specific day of the month, for example, the
twenty-seventh, check Day <X> of the month and enter the day.
−
To schedule the report on a specific day of the week within the month, for
example the second Monday of the month, check The <X> <Day of week> of
the month and select X and Day of week from the drop-down lists.
Figure 140 Scheduled Report – Monthly Recurrence Pattern
−
If you selected Yearly, specify the frequency of occurrence in years, for example
every two years, and specify the day for the recurrence of the report. Select one
of the following options:
−
To schedule the report on a specific day of the year, check Day <X> of
<Month> and select the day and the month.
−
To schedule the report on a specific day of the week and month, for example,
the first Sunday of January, check The <X> <Day of week> of <Month> and
select X, Day of week, and Month from the drop-down lists.
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Figure 141 Scheduled Report – Yearly Recurrence Pattern
6)
Specify when the report should run.
−
For a nonrecurrent report, specify the actual date and time to generate the report.
Figure 142 Report Time for Nonrecurrent Report
−
For a recurrent report, specify when the report should be generated for the first
time.
Figure 143 Report Time for Recurrent Report
NOTE: The start date and run time (and for weekly reports the day of the week) determine when
the report is generated for the first time. The subsequent times are determined by the
recurrence pattern and range.
7)
For a recurrent report, specify when the reporting should end. For Recurrence
Range, select from the following options:
−
Never
−
After <X> occurrences, and enter the number of occurrences
−
Date, and select a date from the calendar
Figure 144 Scheduled Report – Recurrence Range
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8)
Specify the report time frame, that is, the period for which you are requesting the
report.
−
For a nonrecurrent report, enter the actual dates and times.
Figure 145 Report Timeframe for Nonrecurrent Report
−
For a recurrent report, select the time frame relative to the report generation time,
for example, the previous month, previous five days, and so on.
Figure 146 Report Timeframe for Recurrent Report
NOTE: A report time frame always has a beginning date and time and an end date and time.
For a recurring report, the relative time frame is converted to the actual dates and times at the
moment that the report is run.
The actual time frame always starts at the top of the hour, day, week, month, or year and is
based on the selected time zone and day of the week. For example, if a report is scheduled to
run every day at 5:45 P.M. for the previous two hours, then the actual time frame of the report is
from 3:00 P.M. to 5:00 P.M. of the day when the report is run
9)
Specify the sampling frequency. From the Sampling drop-down list, select a
frequency.
10) Specify the output format of the report. From the Output Format drop-down list, select
a format, for example, PDF.
Figure 147 Report Sampling and Output Format
11) Enter the e-mail addresses of the recipients of the report.
12) Enter the remaining parameters, as required. For the description of the remaining
parameters, see section 16.1.1 Run Report.
13) Click Schedule Report.
The report is scheduled. It is run at the specified times and sent to the recipients
configured in the report schedule.
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16.1.3 Manage Scheduled Reports
You can list, modify, and delete scheduled reports.
To manage scheduled reports:
1) Click the Reporting link at the top right-hand side of the main window. A Report
window appears.
2)
From the drop-down list, select Scheduled Reports. A Scheduled Reports dialog box
appears, listing the reports that you have scheduled.
Figure 148 Scheduled Reports Dialog Box
3)
To edit a report, click the Load button
report as required.
4)
To delete a report, click the Delete button
in the row for the report, and modify the
in the row for the report.
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17 Configure Call Center
You use the Settings page, accessed via the Settings link at the top right-hand side of the
main page to configure various aspects of the Call Center application.
To return to the main interface, click the Back To Application link.
NOTE: Do not use the internet browser’s Back button to return to the main interface.
This section provides information about the options that you can use to configure Call
Center.

Settings – General

Settings – Application

Settings – Services

Settings – Plug-ins

Settings – Messaging

Settings – Report

Settings – About
NOTE: Depending on your system configuration, some settings may not be available.
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17.1 Settings – General
You use the General tab to configure miscellaneous settings that improve the usability of
Call Center.
Figure 149 Settings – General
The following subsections describe the settings that can be configured on this page.
17.1.1 Account
You use this area to change your BroadWorks password.
Call Center shares logon credentials with BroadWorks. So when you change your
password in Call Center, remember to use this new password when accessing your web
portal.
NOTE: The password you enter must meet the password requirements set on BroadWorks.
To change your password:
1) Click the Change Password link. The section expands, allowing you to change your
password.
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Figure 150 Account – Change Password
2)
Enter your current and new password and click Change Password.
Note that the Reset button does not reset your password. It only clears the input
boxes.
17.1.2 Hotel/Flexible Seating Host
This setting allows you to configure the Hoteling Host or Flexible Seating Host, which is
required when you use Call Center from a hot desk/device. This way you do not need to
enter this information every time you sign in to Call Center if you use the same Hoteling or
Flexible Seating device.
In the text box, enter the user name of the Hoteling Host or Flexible Seating Host that
corresponds to the desk/device you are using, for example, “station_224@acme.com”.
17.1.3 Language
The language settings allow you select the language of the Call Center user interface.

The drop-down list lists the languages available in your edition of Call Center. To
change the language, select a new language from the list.

Synchronize language to my profile – This box, when checked, synchronizes the Call
Center language with your BroadWorks profile and ignores the language selection on
this page.
17.1.4 Screen Pop
You use the screen pop settings to configure the URL that may be launched on incoming
calls.

Enter URL – This text box allows you to enter the URL address of the web page that
Call Center opens using the default browser when you click the Web Pop URL button
in the Call Notification pop-up window.

Auto pop for incoming calls – When this option is checked, Call Center launches the
Web Pop URL without your having to click the Web Pop URL button in the Call
Notification pop-up window for each incoming call.
BroadSoft Professional Services is available to design web applications that can interface
with different databases.
The URL can point to any URL address, but typically points to a web application that
parses optional call parameters and passes them to a Customer Relationship
Management (CRM) application or other database. For example:
http://www.mysite.com/webapp.php?remoteNumber=__REMOTE_PHONE__&sp=__S
ERVICE_PROVIDER__
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This URL passes the incoming calling number and the service provider ID to the web
application at www.mysite.com. The web application formats the data for the applicable
database and launches the web page on your PC.
There are a number of optional parameters that the client can pass to the browser. The
following list summarizes these parameters:

__USER__: The user’s BroadWorks ID (Note that in this case the “user” is the
BroadWorks subscriber.)

__FIRST__: The first name of the user

__LAST__: The last name of the user

__EMAIL__: The e-mail address of the user

__GROUP__: The name of the BroadWorks group to which the user belongs

__SERVICE_PROVIDER__: The name of the BroadWorks service provider to which
the user belongs

__PHONE__: The phone number of the user

__REMOTE_PHONE__: The phone number of the remote party

__REMOTE_NAME__: The name of the remote party (when available)

__CALL_TYPE__: “Incoming”, “Outgoing”, or “Alerting”

__DNIS_NAME__: The name of the DNIS on which the call was received

__DNIS_PHONE__: The phone number of the DNIS on which the call was received

__REDIRECTED_NAME_1__ , __REDIRECTED_NAME_2__, and so on: The
name of a party to whom the call was redirected prior to being delivered to you, from
the most recent to the least recent

__REDIRECTED_PHONE_1__, __REDIRECTED_PHONE_1__, and so on: The
phone number of a party to whom the call was redirected prior to being delivered to
you, from the most recent to the least recent

__REDIRECTED_USERID_1__, __REDIRECTED_USERID_1__, and so on: The
user ID of a party to whom the call was redirected prior to being delivered to you, from
the most recent to the least recent
NOTE: The maximum number of redirections that can be displayed on a Web Pop URL page is
configured by your administrator.
17.1.5 Date Format
This setting allows you to select the format for displaying dates in reports. The format is
used for all dates that are included in generated reports. The possible options are:

MM/DD/YYYY

DD/MM/YYYY
17.1.6 Time Format
This setting allows you to select the format for displaying time in reports. It is used for all
times that are included in generated reports. The selected time format is also used to
display the time in the chat logs. The possible options are:
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
AM/PM

24 hours
Note that this setting does not impact the format in which event duration is reported in
generated reports. It is always DD:HH:MM:SS.
17.1.7 Workspace
Call Center allows you to customize elements of your workspace, such as the size and
placement of windows on the desktop. The system remembers the setup between
sessions.
The following elements can be customized:
−
The size and position of the web browser window in which the main interface is
displayed
−
The size of the panes (Call Console, Contacts, and Queued Calls)
−
The size and position of the Dashboard window
−
The size and position of any Report window
NOTE 1: This functionality does not work in Internet Explorer, due to a technical limitation of
Internet Explorer. Moreover, Firefox 7 and later does not provide a standard API to re-size a
window without opening a new window. Therefore, saving workspace settings for the main
application window size does not work in Firefox 7 and or later.
NOTE 2: The browser window running Call Center should be at least 1024 x 768 pixels in size.
NOTE 3: When a window is vertically resized, the panes do not always resize to fill the window.
To resize a window, drag the window from the bottom right-hand corner or collapse and then
expand the panes after resizing to adjust them to the window.

Save Workspace – This button, when clicked, saves the current workspace.

Load Workspace – This button, when clicked, arranges your workspace according to
the last saved configuration.

Restore To Default – This button, when clicked, restores the workspace to the system
default configuration.

Always save workspace on signout – When you sign out from the client, Call Center
asks you whether you want to save your current workspace. To save your workspace
automatically when signing out, without being asked, check the Always save
workspace on signout box.
To customize your workspace:
1) Arrange the windows the way you like.
2)
Click the Save Workspace button to save the current configuration. To restore the
system default, click Restore To Default.
3)
At any time to return to the last saved configuration, click the Load Workspace
button.
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17.2 Settings – Application
You use the Application tab to configure your application settings. The settings are
different for agents and supervisors. They are described in the following subsections.
Figure 151 Settings – Application (Agent)
17.2.1 Queue Memberships (Agent)
These settings allow you to select the call center queues you wish to join. The table also
displays your skill level in each queue (for more information, see section 19.2 Agent Skill
Levels (Premium Call Centers).
1)
To join a call center queue, select the check box on the line for the call center.
2)
To join all queues, select the check box in the header.
NOTE: If you are not allowed to join/leave a queue, the line for the queue is dimmed and you
can only view your join status in the queue. To change your join status in a queue, if you are not
allowed to do it yourself, contact your administrator.
17.2.2 Agent Policies (Agent)
You use agent policies settings to specify your post sign-in ACD state, post call ACD state,
wrap-up timer, and outbound CLID:

Post Sign-In ACD State – To configure your post sign-in ACD state, select a state
from the Sign-In State drop-down list. Your ACD state is automatically set to the
selected state when you sign in to Call Center.
If you selected Unavailable and unavailable codes are enabled for your organization,
select an unavailable code from the drop-down menu.
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
Post Call ACD State – To configure your post call ACD state, that is your ACD state
upon completion of a call, select a state from the Post Call State list.
If you selected Unavailable and unavailable codes are enabled for your organization,
select an unavailable code from the drop-down menu.
In most cases, when you select Wrap-Up, you must also configure your wrap-up
timer.

Set Wrap-Up Timer to – To set your post call wrap-up timer, check the Set Wrap-Up
Timer to <mm:ss> for queues without a policy box and enter the time in minutes and
seconds. Your ACD state automatically changes from Wrap-Up to Available after the
specified period.
NOTE: Your post call wrap-up timer setting may be overridden if your administrator sets the
timer to a smaller value on BroadWorks.

Outgoing calls as call center – Check this box to display a call center CLID instead of
your phone number when you make a call.

Outbound Caller ID – If you checked Make outgoing calls as call center, select the
number to use from the drop-down menu.
17.2.3 Barge-In & Monitor (Supervisor)
The following options only apply if you have the Directed Call Pickup with Barge-in and/or
Call Center Monitoring services assigned. If the Call Center Monitoring service is not
assigned, then the Monitor option is not visible.
Figure 152 Settings – Application (Supervisor)
Use warning tone when:

Barging In – When this option is set, the agent hears a warning tone when you barge
in on their call.

Monitoring – When this option is checked, the agent hears a warning tone when you
start silently monitoring their call.
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17.3 Settings – Services
You use the Services tab to configure various services assigned to you by your
administrator on BroadWorks, which are integrated with Call Center. These settings are
only available if you have been assigned such services. For more information, see your
administrator.
The services are grouped into two categories: Active and Inactive.
Figure 153 Settings – Services
The services that you can configure (if you have been assigned the services) are:

Do Not Disturb – When you activate this service, you are not available to take calls,
and all your calls are automatically sent to your voice mail.

Call Forwarding Always – When you activate this service, you must provide the phone
number to forward your calls to. When the service is active, all your calls are
forwarded to the specified number.
To activate a service:
1) Select the service and check the Is Active box. The service is moved from the
Inactive to Active category.
2)
If you enabled the Call Forwarding Always service, in the Forward To box that
appears, enter the number to forward your calls to.
3)
To generate a ring splash for incoming calls, check the RingSplash option.
4)
To save your changes, click Save.
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17.4 Settings – Plug-ins
You use the Plugins tab to configure the plug-in software used by Call Center to provide
functionality such call notification, program shortcuts, and call log.
Figure 154 Settings – Plugins
17.4.1 Notification
These options control when and how call notifications are displayed. The options you can
set are as follows:

Focus window for incoming calls – When this option is checked and the browser
window that is running Call Center is minimized, Call Center automatically restores
the window on incoming calls.
This does not work in Firefox. In Internet Explorer, you must have only one tab open
in the web browser running Call Center.
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
Show notification for calls – When this option is checked, Call Center displays the Call
Notification pop-up window on top of other applications’ windows when you receive a
call. When you check this box, you need to select an option from the drop-down list to
specify the condition under which notifications are displayed.
This does not work if other tabs are open in the same web browser window as Call
Center. In addition, if calls come within eight seconds of each other, the Call
Notification pop-up window appears only for the first call of that series.
17.4.2 Microsoft Outlook
The Microsoft Outlook options control Outlook integration with Call Center. They are only
visible if Outlook integration is enabled in Call Center.
The options you can set are as follows:

Enable/Disable Outlook Integration – This determines whether Call Center integrates
with Outlook to provide you with access to your Outlook contacts. If Outlook
integration is disabled, the corresponding desktop plug-in software components are
not downloaded from BroadWorks.

Retrieve contacts from – This option allows you to specify where to look for your
Outlook contacts.

Use Outlook contacts as preferred CLID lookup – When this option is checked, Call
Center uses Outlook to try to identify a caller, when the caller ID is unknown.
NOTE: The Outlook Integration feature provides the following functionality: CLID lookup, saving
vCards, and accessing and searching Outlook contacts. When using Microsoft Outlook 2010 or
2013 (32- or 64-bit edition), Outlook must be running before Call Center is launched for these
functions to work.
17.4.3 LDAP v3
LDAP settings allow you integrate an LDAP directory with Call Center. These options are
only visible if LDAP integration is enabled in Call Center. If you do not know the
appropriate settings, contact your system administrator.
Make sure you have correctly imported a valid certificate in the Java Keystore (JKS) with
the keytool.
To import a certificate:
1) Click Start and then select Run…
2)
Type “cmd” and click OK.
3)
Type “<Java Runtime Path>\bin\keytool -import -alias <aliasname> -file
<path><certificate file name> -keystore %JAVA_HOME%\jre\lib\security\cacerts”.
To verify the certificate:
1) Click Start and select Run…
2)
Type “cmd” and click OK.
3)
Type “<Java Runtime Path>\bin\keytool -printcert -file <path><certificate file name>”.
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The LDAP directory options are as follows:

Enable/Disable LDAP Integration – This determines whether Call Center provides
LDAP directory lookup services. Clicking the Enable LDAP Integration button
enables the controls for LDAP settings.

LDAP Hostname – This is the network address of the LDAP server.

LDAP Port – This is the port number for the LDAP server. This is compulsory and can
be obtained from your system administrator.

Search Base:
−
The text box determines the location in the LDAP server tree that Call Center
looks in when executing a search.
−
The check box, when checked, searches all sub-trees within the search base until
the specifications are found.

Encrypt Connection – This option determines whether Call Center uses encryption
when connecting to the LDAP server. Note that if encryption is enabled, you may
have to use of a different port.

("cn=_ _Search_ _Text") – This option specifies an additional search filter to apply to
all directory searches. For example, to include the search criteria in the filter you must
include (cn=*__SEARCH_TEXT__*). Alternatively, in another example,
(telephoneNumber=*) restricts search results to users who have a telephone number
assigned.

Attribute Mapping – This table controls the way that Call Center maps attributes
returned from the directory server to columns displayed on the list of search results.
In each row of the table, enter an LDAP attribute in the Remote Attribute column. In
the Local Attribute column, enter a corresponding local attribute. Typical Remote
Attribute values are “cn”, “sn”, “telephoneNumber”, “mobile”, “homePhone”, and “mail”.

Authentication Required – When this box is checked, Call Center must provide a user
name and password to the directory server to conduct searches.

DN – This is the user name Call Center uses when connecting to the LDAP server
when Authentication Required is checked.

Password – This is the password that corresponds to the authentication DN.
17.4.4 Program Shortcuts
You use the program shortcuts settings to create call center shortcuts on your desktop for
convenient access to Call Center.
The program shortcuts plug-in allows for the creation of desktop shortcuts on a Windows
platform, which when clicked, launches the applications in your default web browser.

Add Shortcut – This button, when clicked, creates a call center shortcut on your
desktop.

Remove Shortcut – This button, when clicked, removes the previously created Call
Center shortcut. If you did not create a shortcut using the Add Shortcut button, the
Remove Shortcut button has no effect.
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17.4.5 Call Event Log
This plug-in software provides the ability to store call event statistics content locally on
your computer.

Enable/Disable Call Event Log Integration – This double-action button allows you to
enable or disable call log archives on your computer.

Rotate Log – This parameter allows you to specify the frequency with which the call
log is rotated. You select the frequency from the drop-down list.

Open Log Location – Click this link to go to the place on your computer where the log
is stored.
The log is saved at the desired interval as a comma-separated value (CSV) file in the
following path:
<Drive>:\Documents and Settings\<Windows_Username>\Application
Data\BroadSoft\BW Call Center\profiles\<BW_User_ID>\statistics
where:
−
Drive is the drive letter where your profile is stored (typically C)
−
Windows_Username is your Windows user name
−
BW_User_ID is your BroadWorks user ID
The following events are captured based on activity that occurs on the
Agent/Supervisor client (irrespective of ACD or direct inbound or outbound calls).
Statistic
Description
Allowed Values
Example Value
BroadWorks User ID
BroadWorks user ID
String
jsmith@abc.net
Call Center ID
Call Center ID for
inbound ACD calls
only
String, null
ABCSales
Availability
Agent’s joined state
Joined, Not Joined,
null
Joined
ACD State
Agent’s ACD state
Sign-On, Available,
Unavailable, WrapUp, Sign-Out, null
Null
Call ID
ID of the call
String, null
192.168.1.5:1
Call State
State of the call
Idle, Incoming,
Outgoing, Active,
Held, Remote Held,
Detached, Released,
null
Incoming
Personality
The personality of
the call. It indicates
whether the user
originated this call or
whether the call was
placed to the user.
Integer (0, 1, 2):
0
Remote Name
External caller name
String or null
Null
Remote Number
External caller
number
String or null
5555551234
Last Redirected
Name
Last redirected name
String or null
Jane Doe
 0 = BroadWorks
Originator
 1 = Originator
 2 = Terminator
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Statistic
Description
Allowed Values
Example Value
Last Redirected
Number
Last redirected
number
String or null
Null
Time
Date stamp of record
Long Date/Time
Format
2008-04-03
12:08:17.859
NOTE: Each row in the log file records a single event change and as such, columns like Availability,
ACD State, and Call State may contain null values since an alternate column value caused the event
change. For example, Wrap-Up is stored in the ACD State while the Call State (and other columns)
store null.
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17.5 Settings – Messaging
The Messaging tab allows you to configure various messaging options for Call Center.
Currently, e-mail messaging and instant messaging are supported.
Figure 155 Settings – Messaging
17.5.1 E-mail Messaging
These options allow you to specify the mail client you use for sending e-mail messages.
From the drop-down list, select the mail client to use for e-mails.
If you selected the custom Simple Mail Transfer Protocol (SMTP) option, you also need to
configure the following options:

Display Name – This is the name that is displayed in the From field.

Reply-to Address – This is the address where reply messages can be sent.

Default Subject – This is the subject that appears when you generate an e-mail
message in Call Center.

SMTP Host – This is the IP address of the SMTP host.

SMTP Port – This is the port of the SMTP host.

Outgoing SMTP Server requires Authentication – When this option is set,
authentication is required to send e-mails.

Username – This is the name you must enter to authenticate yourself.

Password – This is the password part of your authentication credentials.

Mail Type – This is the type of mail to use.

Mail Template – This is the mail template to use.
17.5.2 Instant Messaging and Presence
Check this option if you want the Chat windows that appear when you receive an instant
message to appear in minimized format.
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17.6 Settings – Report
You use the Report tab to configure values to be used as default input parameters for
generating reports. If you do not provide any values, system defaults are used. You can
change these values as required when generating reports.
Figure 156 Settings – Report
17.6.1 Default Thresholds
These settings allow you to configure the thresholds that are used by default when you
generate reports that require you to provide thresholds. This is useful, if you often use the
same threshold values. You can always change a default value, when required.

Call Completion – This setting is used to count the number of ACD calls an agent has
completed within a service level during the specified interval. The Call Completion
service level can be set to “1” through “7200” seconds.

Short Duration Call – This setting is used to count the number of ACD short duration
calls completed by an agent during an interval. You can set the maximum length of a
short duration call to “1” through “7200” seconds.
17.6.2 Default Start of the Week
The following setting allows you to configure the day of the week to start reports.

Default Start Day of Week – This setting applies to interval-based reports, when the
selected sampling period is “Weekly”. It can be set to any day of the week.
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17.6.3 Default Service-level Calculations
The following settings allow you to configure default settings used to make service-level
calculations.

Include Overflow Time Transferred Calls – Check this box to include calls transferred
due to time overflow in service-level calculations.

Include All Other Transfers – Check this box to include calls transferred for other
reasons that overflow in service-level calculations.

Exclude Abandoned Calls – Check this box to exclude all abandoned calls from
service-level calculations.

Include all abandoned calls – Check this box to include all abandoned calls in servicelevel calculations.

Include all abandoned calls except before entrance completes – Check this box to
include calls abandoned after the entrance message has finished playing in servicelevel calculations.

Include Abandoned Calls except in Defined Interval – Check this box to include calls
abandoned after the time specified by the interval for abandoned calls parameter in
service-level calculations.

Defined Interval for Abandoned Calls – If you checked Include Abandoned Calls
except in Defined Interval, enter the desired interval in this text box in seconds. The
Defined Interval for Abandoned Calls can be set to “1” through “7200” seconds.
17.7 Settings – About
You use the About tab to view the information about Call Center.
Figure 157 Settings – About
The following information is provided on this page:

Version – This is the name and software version of BroadWorks Call Center client.
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
Profile – This is the Call Center client profile used.

Disclaimer – This is the Call Center copyright information.

Diagnostics – This allows you to access the Diagnostic Tool, available in some
versions of Call Center. If the tool is not available, this information does not appear.
For more information about the tool, see Appendix B: Diagnostic Tool.
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18 Configure Web Browser
18.1 Internet Explorer Settings for Full Screen Mode
For the supported versions of Internet Explorer, see the BroadWorks Hosted Thin Call
Center Agent/Supervisor Configuration and Administration Guide.
Internet Explorer needs to be configured as follows to enable the Full Screen link in Call
Center. Otherwise, the link has no effect; Call Center is not displayed in full-screen mode
when the Full Screen link is clicked and no error message is displayed to the user.
1)
On the Internet Explorer Menu bar, select the Tools menu and then click Internet
Options.
2)
In the Internet Options dialog box, click the Security tab and then click the Custom
level... button.
Figure 158 Security Settings – Internet Zone Dialog Box
3)
In the Security Settings – Internet Zone dialog box, scroll down to Initialize and script
ActiveX controls not marked as safe for scripting setting in the ActiveX controls and
plug-ins section.
4)
Select Enable or Prompt.
5)
Restart Internet Explorer.
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18.2 Firefox Settings Quick Link Navigation
The following settings are required in Firefox for quick link navigation to work. If these
settings are not configured, Call Center does not change focus from the Dashboard to the
main application window when the user clicks on a quick link.
1)
On the Firefox Menu bar, select the Tools menu, and then click Options.
2)
In the Options dialog box, click the Content tab.
3)
Click the Advanced button, to the right of the to Enable JavaScript check box.
Figure 159 Firefox – Content Tab
4)
In the Advanced JavaScript Settings dialog box, check the Raise or lower windows
box.
Figure 160 Firefox – Window Focus Settings
5)
Restart Firefox.
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19 Appendix A: Glossary and Definitions
19.1 ACD States
ACD states specify the agent’s availability to take calls. The possible call states are those
listed in the following table. An agent can be in one of the ACD states.
ACD State
Available
Icon
Description
Agent is available to receive ACD calls.
(Agent can also receive direct calls.)
This is the primary ACD state of an agent during the workday. It
indicates that the agent is at their workstation and either ready to take a
call or on an active call.
ACD calls may be delivered to an agent who is in an Available state.
BroadWorks uses both the ACD state and the phone state of the agent
to determine whether to route a call to the agent.
By default, agents receive calls when they are available and their phone
is Idle. However, this behavior can be overridden if Call Waiting on
agents is enabled for the call center, which allows for new calls when the
agent is available and on an active call.
Unavailable
Agent is unavailable to receive ACD calls.
(Agent can still receive direct calls.)
The Unavailable state should be used when the agent is away from their
workstation and not available to take calls.
ACD calls are not delivered to agents in an Unavailable state.
This state should be used when the agent is at lunch, on a break, in a
meeting, or engaged in some other activity while they are at work, but
unavailable to take calls.
Wrap-Up
Agent is performing post call work.
This state is designed to allow the agent to complete paperwork or other
post call procedures associated with the last call.
Calls may be delivered to agents in Wrap-Up state depending on the call
center configuration.
By default, calls are not routed to agents in Wrap-Up state, except when
the call center is configured to enable calls to agents in the Wrap-Up
state.
Sign-In
The Sign-In state is equivalent to a “clock in”, which means that the agent
is at their work location but not yet ready to accept incoming calls. Calls
are not delivered to the agent in this state.
Sign-In is a transitional state and agents do not remain in this state;
rather they transition to their post sign-in state.
It is recommended that agents only be in this state between the time they
arrive at work and the time they become available to accept calls.
Sign-Out
The Sign-Out state is equivalent to a “clock out”, which means that the
agent’s workday or shift is completed and they are leaving.
Calls are not delivered to the agent in this state.
It is recommended not to use this state when agents leave for lunch or
breaks during the day. The Unavailable state should be used for that.
In Call Center, an agent can only set their ACD state to “Available”, “Unavailable”, or
“Wrap-Up”. A supervisor can set the ACD state of an agent to “Available”, Unavailable”,
Wrap-Up”, or Sign-Out”.
The Sign-In state can only be assigned to an agent through the web portal.
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19.2 Agent Skill Levels (Premium Call Centers)
Agent skill levels are used to rate the ability of an agent to handle calls in call centers with
skill-based routing.

An agent skill level is an integer between 1 and 20, where 1 indicates the highest skill
level.

A skill level is assigned to an agent for each call center with skill-based routing to
which the agent is assigned.

A skill level is shown as “N/A” for Standard call centers and for call centers with
priority-based routing.
19.3 Phone States
Phone states show the state of the monitored agent’s telephone line or the supervisor’s
telephone line.
For supervisors, the phone states are displayed as follows:
Phone State
Icon
Description
Idle
Supervisor’s phone is on-hook, which means the supervisor is
not on a call.
Busy
Supervisor’s phone is off-hook, which means that the
supervisor is on a call.
Ringing
Supervisor’s phone is in alerting state; a call is currently being
delivered to the supervisor.
Do Not Disturb
Supervisor has enabled the Do Not Disturb service.
Private
Supervisor has enabled phone status privacy.
NOTE: This terminates monitoring of the supervisor’s phone
state for the current login session. To be able to monitor their
phone state again, you must sign out and then sign in after the
supervisor has disabled their phone state privacy.
Call
Forwarding
Always
Supervisor has enabled the Call Forwarding Always service.
Unknown
Supervisor is currently not monitored.
For agents, the phone states are combined with their ACD states and are displayed as
follows:
Phone State
ACD State
Icon
Description
Idle
Available
Agent’s phone is on-hook and the agent is
available to take ACD calls.
Ringing
Available
Agent’s phone is ringing and the agent is
available to take the call.
Unavailable,
Sign-In, SignOut
Agent is not available to take ACD calls.
Any
Idle, Ringing
Wrap-Up
Agent is performing post call work. They
may or may not be available to take calls.
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Phone State
ACD State
Busy
Available,
Wrap-Up
Icon
Description
Agent’s phone is off-hook, which means that
the agent is on a call.
Calls may be delivered to agents depending
on their call waiting settings and the call
center’s call waiting and wrap-up settings.
Do Not Disturb
Any
Agent has enabled the Do Not Disturb
service.
ACD calls are not delivered to an agent in the
Do Not Disturb call state.
This state is not recommended for Call
Center agents. Agents should use the
Unavailable ACD state when they need to
block new incoming calls temporarily.
Call
Forwarding
Always
Any
Agent has enabled the Call Forwarding
Always service.
Private
Any
Agent has enabled phone status privacy.
NOTE: This terminates monitoring of the
agent’s phone state for the current login
session. To be able to monitor their phone
state again, you must sign out and then sign
in after the agent has disabled their phone
state privacy.
Unknown
Any
Agent is currently not monitored.
19.4 Unified Instant Messaging Presence States
Unified instant messaging presence states indicate you or your contacts’ availability to
communicate using client applications such as Hosted Thin Call Center, Hosted Thin
Receptionist, BTBC Desktop, or BCBT Mobile. The possible states are as follows:
IM&P State
Icon
Description
Subscribed States
Available
The contact is online, available on one or more devices, and
not busy on any device.
Busy
The contact is online, but currently busy on one or more
devices. Do not disturb.
Away
The contact is connected but away from one or more devices
and not busy on any device.
Offline
The contact if offline on all devices. If you are offline, you do
not receive any presence updates or instant messages. In
addition, your Instant Message pane is empty and the
presence state of your contacts in other Contact panels is set
to “Offline”.
Unsubscribed States
Pending
Subscription
You sent a subscribe request to the contact, but it has not yet
been accepted. Clicking the icon resends the request.
Not
subscribed
The contact has IM&P but you are not subscribed to monitor
their state. The contact is not listed in the Instant Message
directory. Clicking this icon sends a subscription request to the
contact.
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19.5 Call States
Call states are the states that your current calls can be in. They are as follows:
Call State
Display Name
Ringing In
(Local)
Display Icon
Call Personality
Call Actions
Incoming Local
Click To Dial
Answer, End
Ringing In
(Remote)
Incoming
Terminator
Answer, Conference,
End
Ringing Out,
Outgoing
Outgoing
Originator
Conference, End
Active
Active
Any
Transfer, Hold, End,
Conference
On Hold
Held
Any
Transfer, Resume,
End, Conference
On Hold
(Remote)
Held
Any
Transfer, Hold, End,
Conference
Active (In
Conference)
Active
Conference
Transfer, Hold, End
On Hold (In
Conference)
Held
Conference
Resume, Transfer, End
Ringing In
(Recalled Call)
Call Recalled
Terminator
Answer, Conference,
End
19.6 Call Types
This section defines different types of calls measured in call center statistics.
Name
Description
ACD Call
This is a call delivered to a call center pilot number that is directed to an agent via
the ACD function.
Inbound Call
This is a direct call to an agent.
Other calls treated as inbound calls include:
 Calls that a supervisor retrieves from a queue
 Calls that an agent receives due to a transfer from another agent
(Note that they may have originated as ACD calls.)
Outbound Call
This is an outbound call made by an agent.
Held Call
This is an ACD call that was placed on hold by an agent. Each time an agent
places a call on hold, it is counted as a held call.
Transferred
Call
This is an ACD call that was transferred to another number.
Transfers can be the result of manual transfers by agents, transfers to voice mail
because the calls were timed out, and transfers by supervisors to alternate
queues.
NOTE: A timed-out call is a call that is transferred due to exceeding the maximum
wait time in a queue.
Answered Call
This is an ACD call that was answered by an agent.
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Name
Description
Abandoned
Call
This is an ACD call that entered the queue, but the caller hung up before the call
was answered or transferred.
Received Call
This is an ACD call that was received and either answered or abandoned.
Overflowed calls are not included.
Overflowed
Call
This is an ACD call that was received, but immediately transferred to another
destination due to the queue’s exceeding the configured maximum queue size or
the configured maximum wait time.
Queued Call
This is an ACD call that is not immediately diverted using the Night Service,
Holiday Service, Forced Forwarding, or Overflow, and goes to a queue to be
distributed to an agent or to wait for an available agent.
Bounced Call
This is a call that has been transferred back to queue because it was not
answered by an agent in the specified time.
Stranded Call
This is a call that is in a queue after all agents assigned to the queue have moved
to the Sign-Out ACD state.
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20 Appendix B: Diagnostic Tool
The Diagnostic Tool provides client-side performance measurements for the Call Center
client to help troubleshoot client application performance problems. It should only be used
when performance problems occur and with the assistance of a support person.
NOTE: The Diagnostic Tool is available in Release 20.0.30 or later, and only if enabled by the
service provider.
20.1 Launching Diagnostic Tool
To start the Diagnostic Tool, go to the Settings – About page and click the Run Client
Diagnostics link.
Figure 161 Settings – About (Launching Diagnostic Tool)
20.2 Diagnostic Tool GUI
The Diagnostic Tool runs in a separate browser window. Its user interface consists of six
tabs: Session, Long Polling, Calls, Service, Monitoring, and Support. Each tab is
described in a separate subsection.
20.2.1 Session Tab
The Session tab displays session information stored for the user on BroadWorks. It
provides information about the logged user, connection, and subscriptions.

The user information includes your name, user ID, phone number, extension, and the
list of services assigned to you.

The connection information includes the session ID for the current session, the
channel ID for the OCI-C channel, and the address of the Xtended Services Platform
the client is running on.
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
The subscription table shows all active subscriptions for the logged-in user and is
updated in real-time.
Figure 162 Diagnostic Tool – Session Tab
20.2.2 Long Polling Tab
The Long Polling tab shows, in real-time, statistics on long polls performed by the client.
The Polls table lists long polls and includes the request timestamp, response timestamp,
status, and poll time of each long poll.
By default, the number of long polls retained in the Polls table is “10”.
To change the number of displayed long polls, click the drop-down arrow in the Polls
combo box, and select a new number from the drop-down list.
The Data column of the Polls table indicates whether the long poll contains data or not. If
the icon in the Data column is a green icon, then the corresponding long poll contains
data. Clicking on the row for the long poll displays detailed data in the Poll Details table at
the bottom of the page.
The Poll Details table displays the feature data that is contained in the update as well as
the event type and event ID that triggered the data update.
To clear the tab and start fresh captures of the long polls, click the Clear button.
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Figure 163 Diagnostic Tool – Long Polling Tab
20.2.3 Calls Tab
The Calls tab shows call statistics for calls placed through the dialer. For each call, the
following information is displayed: the called destination, the call ID of the outbound call,
the time the number was dialed, the time the client received the incoming alerting call
update, the client answer time (if the call was answered from the client), and the time the
client received the outgoing call update.
Figure 164 Diagnostic Tool – Calls Tab
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20.2.4 Service Tab
The Service tab measures the time for enabling/disabling the DND service from the client.
It is only shown if you have the DND service assigned.
For each service action, the tool displays the command that was invoked (DND On or
DND Off), the time the command was invoked from the client, the time the command
response was received by the client, and the time difference in milliseconds between the
request time and the response time.
Figure 165 Diagnostic Tool – Service Tab
20.2.5 Monitoring Tab
The Monitoring tab displays statistics on monitored agents (if you are a supervisor) or
supervisors (if you are an agent). The Target column displays the user ID of the agents or
supervisors being monitored.
Figure 166 Diagnostic Tool – Monitoring Tab
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20.2.6 Support Tab
The Support tab is a textual representation of all data contained in the other tabs. The text
in this tab should be copied and pasted into the body of the e-mail that you send to the
technical support of your service provider.
The Email Support link in the upper right-hand corner of the Diagnostic Tool can be used
to open the default e-mail client on your machine. If the “To” address is not preconfigured
by the service provider, the support person should provide it to you.
Figure 167 Diagnostic Tool – Support Tab
20.3 Known Issues
If you are using the Chrome browser to run Call Center, and you click the Diagnostic Tool
Email Support link, an untitled tab opens in the Call Center window, in addition to the new
message window of your default e-mail application. The issue can occur if the Chrome
browser attempts to process the request with a different mail protocol than the one defined
on your computer.
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21 Appendix C: Keyboard Shortcuts
When using keyboard shortcuts, make sure that the main interface window is in focus.
Key
Equivalent Mouse Action
Description
ESC
Click the Close button in a
dialog box.
This closes the open dialog box.
ESC
Cancel the changes.
This exits the currently selected editable item, such
as a text box.
/
Click the Dialer text box.
This places the cursor in the Dialer text box; it
retains the currently selected item (if applicable).
NOTE: In Internet Explorer 8, the “/” shortcut key
does not always work. Pressing the key clears the
default Enter Number text, but does not place the
cursor in the input box.
?
Click the Search text box.
This places the cursor in the Search text box; it
retains the currently selected item (if applicable).
ARROW
DOWN
Click the scroll bar or the
next item on a list.
This selects the next item in the Call Console or the
Queued Calls pane.
ARROW UP
Click the scroll bar or the
previous item in a list.
This selects the previous item in the Call Console
or the Queued Calls pane.
PAGE
DOWN
Scroll down one page.
This goes to the next page in the Call Console or
the Queued Calls pane.
PAGE UP
Scroll up one page.
This goes to the previous page in the Call Console
or the Queued Calls pane.
1….9
Select a call in the Call
Console.
Pressing 1 selects the first call, pressing 2 selects
the second call, and so on.
SPACEBAR
Click Answer on the
selected incoming call in the
Call Console.
This answers the selected incoming call or if no call
is selected, the incoming call that has been waiting
the longest. Pressing the SPACEBAR again
answers the next longest waiting incoming call,
which puts the previously answered call on hold.
<PERIOD>
Click End on the selected
call in the Call Console.
This ends the selected call.
ENTER
Click Dial.
If the cursor is placed in the Enter Number text box
in the Dialer, the entered digits are dialed.
ENTER
Click Search.
If the cursor is placed in the Search text box, a
search is performed.
+
Click Transfer in the Dialer.
This transfers the selected call to the ad hoc
number entered in the Dialer.
SHIFT+1..9
Select a ringing call and
click Answer.
Pressing SHIFT+1 selects and answers the first
ringing call, pressing SHIFT+2 selects and answers
the second ringing call, and so on.
SHIFT+1..9
Select an active call and
click Hold.
Pressing SHIFT+1 selects and places on hold the
first active call, pressing SHIFT+2 selects and
answers the second active call, and so on.
SHIFT+1..9
Select a held call and click
Retrieve.
Pressing SHIFT+1 selects and retrieves the first
held call, pressing SHIFT+2 selects and retrieves
the second held call, and so on.
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Key
Equivalent Mouse Action
Description
S or s
Click the Settings link.
This goes from the main page to the Settings page.
B or b
Click the Back to
Application link.
This goes back from the Settings page to the main
page.
R or r
Click the Call History
button.
This opens the Call History dialog box.
H or h
Click the Help link.
This opens this guide in a PDF format.
D or d
Click the Dashboard link
(Supervisor)
This opens the Dashboard or brings the Dashboard
to the front if it is already open.
SHIFT+L or
SHIFT+l
Click the Sign Out link.
This signs the user out of the application.
SHIFT+A
Select Available (Agent).
This sets the agent’s ACD state to “Available”.
SHIFT+U
Select Unavailable (Agent).
This sets the agent’s ACD state to “Unavailable”.
SHIFT+W
Select Wrap-Up (Agent).
This sets the agent’s ACD state to “Wrap-Up”.
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Index
About Call Center, 159
Accepting IM&P subscription requests, 97
ACD states
Changing, 34, 113
Listing, 111, 163
Actions on calls, 43
Ad hoc numbers, dialing, 70
Adding
Conference participants, 78
Contacts
IM&P, 95
Personal, 90
Speed dial, 92
Users to chat sessions, 100
Additional resources, 23
Agents
ACD states
Changing by, 34
Changing for, 113
Listing, 111, 163
Answering calls for, 115
Barging in on, 115
Call center membership, configuring, 149
Calls, managing, 57
Dashboard, 105
Directory, 47
Joining queues
By agent, 149
Forced by supervisor, 110
Managing calls, 57
Monitoring by supervisor, 109
Password, changing, 33
Phone states, definition, 111, 164
Policies, configuring, 149
Real-time statistics about, 128
Selecting call centers to monitor, 107
Selecting information to display, 107
Silently monitoring calls for, 114
Skill levels, 164
Viewing details on, 112
Answering calls, 68
Assigning disposition codes, 63
Current call, 63
Wrap-Up, 63
Auto answering calls, 68
Barging in
Agent calls, on, 115
Enabling or disabling warning for, 150
Blind
Escalating calls, 75
Transferring calls, 73
Busy Camp On, 73
Call Center application
Agent, 25
Configuring, 144, 145
Getting started, 28
Launching, 28
Overview, 24
Setting up, 33
Signing in
From hot desk, 30
From web browser, 29
Supervisor, 26
Call centers
Agent membership, configuring, 149
Monitoring
By agent, 105, 107
By supervisor, 119
Ordering in agent’s Dashboard, 108
Real-time statistics about, 127
Showing in Queued Calls pane, 120
Call Console, 40
Conference Call panel, 43
Current calls, 42
Dialer, 41
Header bar, 41
Call Forwarding Always, configuring, 151
Call history, 51
Deleting, 80
Dialing from, 72
Managing, 80
Viewing, 80
Call Pickup, 115
Calling line ID, configuring, 69
Calls
Actions
Buttons, 54
Permitted in call states, 43
Answering, 68
Assigning disposition codes to, 63
Auto answering, 68
Blind
Escalating, 75
Transferring, 73
Camping, 73
Current, viewing, 60
Dialing
Ad hoc number, 70
Contacts, 71
History, from, 72
Search, from, 71
Dragging and dropping, 60
Emergency escalating, 74
Ending, 69
Escalating, 74
Blind, 75
Conference and handover, with, 76
Consultation, with, 76
Emergency, 74
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Mid-conference, 76
Event log, configuring, 155
Generating trace, 65
Incoming, viewing, 62
Making outbound, 69
Managing
By agent, 57
By supervisor, 116
Opening URL for, 68
Operations, quick reference, 58
Placing on hold, 72
Queued
Moving to top of queue, 125
Reordering, 124
Received, placed, and missed, viewing, 51
Recording, 65
Redialing, 70
Resuming held, 72
Saving vCard, 69
Security classification, assigning, 66
Silently monitoring
For agents, 114
Next in queue, 122
States, 43, 166
Trace, generating, 65
Transferring, 73
Blind, 73
By supervisor only, 123, 124
From Call Console to queue, 74
With consultation, 74
Types, 166
Viewing, 60
Camping calls on busy contacts, 73
Changing
ACD states, 34
IM&P presence, 34
Password, 33, 145
Security classification of calls, 67
Chatting
Contacts, with, 94
Multiuser, 100
One-on-one, 98
Classification, security level of calls, 66
Common directory, 46
Conference Call panel, 43
Conferences
Ending, 79
Escalating calls with, 76
Holding, 79
Leaving, 79
Managing, 77
Participants
Adding, 78
Ending, 79
Holding, 79
Resuming, 79
Resuming, 79
Starting, 78
Configuring
Agent policies, 149
Barging in and monitoring, 150
Call Center application, 144
Call event log, 155
E-mail messaging, 157
Firefox, 162
Flexible Seating Host, 146
General settings, 145
Hoteling Host, 146
IM&P messaging, 157
Internet Explorer, 161
Language, 146
LDAP, 153
Messaging, 157
Notification of calls, 152
Outlook, 153
Plug-ins, 152
Policies, agent, 149
Program shortcuts, 154
Queue membership, agent, 149
Reports default settings, 158
Date format, 147
Service-level calculations, 159
Start day of week, 158
Thresholds, 158
Time format, 147
Services, 151
Web browser, 161
Web Pop URL, 146
Workspace settings, 148
Consultation
Escalating calls with, 76
Transferring calls with, 74
Contacts
Agents, 47
Calling, 71
Common, 46
Custom, 48
Details, viewing, 86
Dialing, 71
Directories
Overview, 44
Viewing, 83, 86
Display order, selecting, 87
E-mailing, 81
Enterprise, 46
Group, 46
IM&P, 49
Accepting subscription requests, 97
Adding, 95
Chatting with, 98
Subscribing to, 94
Unsubscribing from, 96
Viewing presence of, 97
Managing, 82
Organizing, 88
Outlook, 49
Pane, 44
Personal, 47
Searching, 46, 89
Sorting, 88
Speed dial numbers, 48
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Supervisors, 47
Controls
Action buttons, 54
Call Center, 52
Current calls
Details, 42
Viewing, 60
Custom directory panel, 48
Customer Originated Trace, 65
Dashboard
Agent, 105
Supervisor, 126
Date format in reports, configuring, 147
Definitions, 163
ACD states, 111, 163
Call states, 166
Call types, 166
IM&P states, 165
Phone states
Agents, 111, 164
Supervisors, 104, 164
Deleting
Calls from history, 80
Contacts
Personal, 91
Speed dial, 93
Diagnostic Tool, 168
Dialer, 41
Dialing
Ad hoc number, 70
Contacts, 71
From chat window, 100
History, from, 72
Search, from, 71
Directories
Agents, 47
Custom, 48
Displaying below Call Console, 84
Enterprise, 46
Group, 46
Instant Message, 49
Ordering, 88
Outlook, 49
Panel, 50
Personal, 47, 90
Queues, 48
Searching, 46, 89
Showing or hiding, 83, 86
Speed Dial, 48, 92
Supervisors, 47
Viewing, 83, 86
Disabling services, 35, 122, 151, See also Enabling
Displaying directories below Call Console, 84
Disposition codes, assigning to calls, 63
Do Not Disturb, enabling and disabling, 151
Dragging and dropping calls, 60
E-mailing
Configuring, 157
Contacts, 81
Emergency escalating calls to supervisor, 74
Enabling
Call Forwarding Always, 35, 151
Call Waiting, 35
Do Not Disturb, 35, 151
Forced Forwarding, 122
Night Service Override, 122
Ending
Calls, 69
Conference participants, 79
Conferences, 79
Enterprise directory, 46
Escalating calls, 74
Blind, 75
Conference and handover, with, 76
Consultation, with, 76
Emergency, in, 74
Mid-conference, 76
Exploring workspace, 37
Flexible Seating Host, configuring, 146
Forced Forwarding, enabling, 122
General settings, configuring, 145
Generating
Call trace, 65
Reports, 131, 132
Global Message Area, 39
Glossary, 163
Group directory, 46
Grouping, queued calls, 121
Handover, escalating calls with, 76
Header bar, 41
Help, getting, 32
History of calls, 51
Holding
Calls, 72
Conference participants, 79
Conferences, 79
Hot desk sign in, 30
Hoteling host, configuring, 146
IM&P
Accepting subscription requests, 97
Chatting, 98
Multiuser, 100
One-on-one, 98
Configuring chat windows, 101, 157
Contacts
Adding, 95
Chatting with, 98
Directory, 49
Editing, 96
Presence, 94
Subscribing to, 94
Unsubscribing from, 96
Presence
Changing, 34
States, listing, 165
Viewing for contacts, 97
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Incoming calls, viewing details, 62
Instant messaging. See IM&P
Joining queues, 149
Keyboard shortcuts, 173
Language, configuring, 146
Launching Call Center, 28
LDAP, configuring, 153
Leaving conferences, 79
Logged user information, 39
Logo pane, 39
Global Message Area, 39
Links, 39
Logged user information, 39
Making outbound calls, 69
Managing
Agents, 109
Call history, 80
Calls, 57
Chat sessions, 101
Conference calls, 77
Contacts, 82
IM&P, 94
Ordering, 88
Personal, 90
Searching, 89
Setting visibility, 83
Speed dial numbers, 92
Queued calls, 116
Promoting, 123
Reordering, 124, 125
Retrieving, 123
Transferring, 123, 124
Speed dial numbers, 92
Messaging, configuring, 157
Modifying contacts
IM&P, 96
Speed dial, 92
Monitoring
Call centers by agent, 105
IM&P contacts' presence, 94
Phone state of
Agents, 111
Supervisors, 103
Silently
Agent’s call, 114
Next queued call, 122
Multiuser chat, starting, 100
Night Service Override, enabling, 122
Notification of calls, configuring, 152
Number of queued calls to display, 120
Ordering
Call centers in agent’s Dashboard, 108
Queued calls, 121
Outgoing CLID, configuring, 69
Outlook
Configuring, 153
Directory, 49
Panels
Agents, 47
Conference Call, 43
Custom, 48
Directories, 50
Enterprise, 46
Group, 46
Instant Message, 49
Outlook, 49
Personal, 47
Queues, 48
Search, 46
Speed Dial, 48
Supervisors, 47
Panes
Call Console, 40
Contacts, 44
Queued Calls, 116
Parking calls on busy contacts, 73
Participants, conference
Adding, 78
Ending call for, 79
Holding, 79
Leaving, 79
Resuming held, 79
Password, changing, 33, 145
Pausing call recording, 66
Personal contacts
Adding, 90
Deleting, 91
Directory, 47
Managing, 90
Phone states
Definition
Agents, 111, 164
Supervisors, 104, 164
Monitoring
Agents, 111
Supervisors, 103
Picking up agent’s calls, 115
Placing calls on hold, 72
Plug-ins settings, configuring, 152
Pop-up notification, 62
Presence
IM&P contacts, viewing, 97
States, definition, 165
Program shortcuts, configuring, 154
Promoting, calls in queues, 123
Pulling out directories, 84
Queued calls
Grouping, 121
Managing, 116
Maximum allowed to display, 120
Monitoring, 122
Moving to top of queue, 125
Ordering, 121
Pane, 116
Promoting, 123
Reordering, 124, 125
Retrieving, 123
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Selecting to monitor by supervisor, 119
Showing and hiding call centers, 120
Transferring
Between queues, 123
To ad hoc number, 124
To agents, 124
Viewing details, 121
Queues. See Call centers and Queued calls
Queues directory, 48
Quick reference, call operations, 58
Real-time statistics. See also Statistics
Agent, 105
Supervisor, 126
Recording calls, 65
Pausing, 66
Starting, 66
Stopping, 66
Redialing recent number, 70
Rejecting IM&P subscription requests, 97
Reordering, calls in queue, 124, 125
Reports
Configuring default settings, 158
Date format, 147
Service-level calculations, 159
Start day of week, 158
Thresholds, 158
Time format, 147
Example, 136
Generating, 131
Requests, managing, 143
Running, 132
Scheduling, 138
Resources, additional, 23
Resuming
Call recording, 66
Conference participants, 79
Conferences, 79
Held calls, 72
Retrieving calls from queues, 123
Scheduling reports, 138
Screen Pop. See Web Pop URL
Search
Dialing from, 71
Panel, 46
Performing on contacts, 89
Selecting
Agents to monitor, 109, 110
Call centers to monitor
By agent, 107
By supervisor, 119
Information to display, 107
Supervisors to monitor, 103
Service-level calculations, configuring defaults, 159
Services
Configuring, 151
Enabling or disabling, 35
Settings
About, 159
Agents only
Policies, 149
Queue membership, 149
Application, 149
E-mail messaging, 157
General, 145
Hoteling/Flexible Seating Host, 146
Instant Messaging and Presence, 157
Language, 146
Messaging, 157
Outgoing CLID, 69
Plug-ins, 152
Call event log, 155
LDAP, 153
Notification, 152
Outlook, 153
Program shortcuts, 154
Reports, 158
Date format, 147
Service-level calculations, 159
Start day of week, 158
Thresholds, 158
Time format, 147
Services, 151
Supervisor only, barging in and monitoring, 150
Web Pop URL, 146
Workspace, 148
Shortcuts, keyboard, 173
Signing in
From web browser, 29
Hot desk, 30
Restrictions, 31
Signing out, 32
Silent monitoring, 114
Skill levels, agents, 164
Sorting, contacts, 88
Speed dial numbers
Adding, 92
Deleting, 93
Directory, 48
Managing, 92
Modifying, 92
Start day of week, in reports, 158
Starting
Call recording, 66
Chat sessions, 98
Multiuser chats, 100
Three-Way conferences, 78
States
ACD, 163
Calls, 166
Phone line, 164
Presence, 165
Statistics
Agent
Configuring information to display, 107
Dashboard, 105
Ordering call centers, 108
Real-time, 105
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Selecting call centers to monitor, 107
Supervisor
Agents, about, 128
Call centers, about, 127
Dashboard, 126
Navigating to agent, 129
Real-time, 126
Selecting information to display, 129
Stopping call recording, 66
Subscription requests, IM&P contacts
Accepting or rejecting, 97
Issuing, 94
Supervisors
Actions on agents
Answering calls for, 115
Barging in on, 115
Changing ACD state for, 113
Forcing to join queues, 110
Monitoring, 109
Silently monitoring, 114
Viewing details, 112
Barging in on agent calls, 115
Call centers to monitor, selecting, 119
Changing agent’s ACD state, 113
Dashboard, 126
Directory, 47
Monitoring phone state of, 103
Phone states, 104, 164
Queues, managing, 116
Selecting to monitor by agent, 103
Statistics, viewing
Agents, 128
Call centers, 127
Thresholds, configuring in reports, 158
Time format in reports, configuring, 147
Trace, generating for calls, 65
Transferring calls, 73
Blind, 73
Supervisor only
From queue to ad hoc number, 124
From queue to agent, 124
Queues, between, 123
To queues, 74
With consultation, 74
Unsubscribing from IM&P contact, 96
URL
Configuring, 146
Opening for calls, 68
User interface
Action buttons, 54
Agents panel, 47
Call Console, 40
Call history, 51
Common panel, 46
Conference Call panel, 43
Contacts pane, 44
Controls, 52
Custom directories panels, 48
Dashboard
Agent, 105
Supervisor, 126
Dialer, 41
Directories panel, 50
Enterprise panel, 46
Group panel, 46
Header bar, 41
Instant Message panel, 49
Logged user state, 39
Outlook panel, 49
Personal panel, 47
Queued Calls pane, 116
Queues panel, 48
Search panel, 46
Speed Dial panel, 48
Supervisors panel, 47
vCard, saving, 69
Viewing
Agent details, 112
Call history, 80
Calls, 60
Contacts, 83
Current calls, 60
Directory, 83
IM&P presence state, 97
Incoming calls details, 62
Queued calls details, 121
Web browser
Configuring, 161
Firefox, 162
Internet Explorer, 161
Signing in from, 29
Web Pop URL
Configuring, 146
Opening for calls, 68
Workspace
Call Console, 40
Call history, 51
Configuring settings, 148
Contacts pane, 44
Controls, 52
Dashboard
Agent, 105
Supervisor, 126
Exploring, 37
Logo pane, 39
Queued Calls pane, 116
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