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Agent Desktop Applications User Guide

Contact Center and Enterprise Contact Center

Release Version 4.66

January 2008

Document and Software Copyrights Copyright © 1998-2007 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved. Printed in the United States of America. Contents of this publication may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without prior written authorization of ShoreTel, Inc. ShoreTel, Inc. reserves the right to make changes without notice to the specifications and materials contained herein and shall not be responsible for any damage (including consequential) caused by reliance on the materials presented, including, but not limited to typographical, arithmetic or listing errors.

TrademarksShoreTel, ShoreCare, ShoreGear, ShoreWare and ControlPoint are registered trademarks of ShoreTel, Inc. in the United Sates and/or other countries. The ShoreTel logo and ShorePhone are trademarks of ShoreTel, Inc. in the United States and/or other countries.

All other copyrights and trademarks herein are the property of their respective owners.

Version Information Agent Desktop Applications User Guide v.4.66_a Contact Center/Enterprise Contact Center Editions Release 4.66 14 January 2008

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Agent Desktop Applications User Guide i

Contents

PREFACE ............................................................................................................................1 About this Guide......................................................................................................... 1 Documentation ........................................................................................................... 1 Typographical Conventions........................................................................................ 1

CHAPTER 1 AGENT TOOLBAR APPLICATION OVERVIEW..................................................3 Starting the Agent Toolbar.......................................................................................... 4 Setting Up Agent Logon for Hotdesk......................................................................... 6

CHAPTER 2 AGENT TOOLBAR OPERATIONS .................................................................11 Statusbar ................................................................................................................... 12

Button Identifiers on the Statusbar ....................................................................... 13 Telephony Operations............................................................................................... 14

Adding Buttons for Telephony Operations ........................................................... 14 Buttons for Telephony Operations ........................................................................ 17 Using Telephony Operations................................................................................. 20

Making Calls ..................................................................................................... 20 Setting Up Specific Destination Numbers ........................................................ 21 Answering Incoming Calls................................................................................ 23 Transferring Calls.............................................................................................. 24 Single Step Transfer .......................................................................................... 25 Conferencing ..................................................................................................... 26 Diverting Calls .................................................................................................. 28

ACD Operations ....................................................................................................... 29 Adding Buttons for ACD Operations.................................................................... 29 Buttons for ACD Operations................................................................................. 32 Setting Up ACD Operations ................................................................................. 34

Logging In ACD Group /Logging Out from Group.......................................... 35 Setting Up Groups Manager.............................................................................. 35 Setting Up WrapUp Code ................................................................................. 37

Window Operations .................................................................................................. 39 Adding Buttons for Window Operations .............................................................. 39 Buttons for Window Operations ........................................................................... 41

Using Window Operations ....................................................................................... 42 Using Setup .............................................................................................................. 43

Setup Toolbar ........................................................................................................ 44 Customizing the Toolbar Display ..................................................................... 45 Adding Buttons ................................................................................................. 47 Removing Buttons............................................................................................. 47 Viewing a Button’s Functional Description...................................................... 48

Setup Personal Settings......................................................................................... 48 Defining Personal Settings ................................................................................ 50

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ii Contact Center and Enterprise Contact Center Editions

Setup Extension/Address ...................................................................................... 51 Defining Extension/Address Settings ............................................................... 52 Setting New Values for Extension/Address...................................................... 52

Setup Ring ............................................................................................................ 53 Settings for Ring Options, Ring Alert, and Ring Tone ..................................... 55

Calls Status ............................................................................................................... 56 Working on Calls Status ....................................................................................... 57

Queue Calls .............................................................................................................. 58 Working on Queue Calls....................................................................................... 59

Agent Log................................................................................................................. 60 Working on the Agent Log.................................................................................... 60

Telephone Manager .................................................................................................. 62 Using Telephony in Telephone Manager .............................................................. 63 Modifying Button Properties ................................................................................ 65

Defining Button Properties ............................................................................... 66 Editing Button Properties.................................................................................. 68 Removing Button Properties ............................................................................. 68

Using Windows in Telephone Manager................................................................ 68 Editing Tabs in Telephone Manager ..................................................................... 70

Adding Tabs ...................................................................................................... 70 Renaming Tabs ................................................................................................. 72 Removing Tabs ................................................................................................. 73

Chat .......................................................................................................................... 73 Using the Chat Page.............................................................................................. 74

Other Operations ...................................................................................................... 76 Setting Up External Application........................................................................... 77

CHAPTER 3 AGENT TOOLBAR FEATURES .....................................................................79 Setup Features .......................................................................................................... 79 Call Properties .......................................................................................................... 80

Viewing Call Properties ........................................................................................ 80 Adding Notes to Call Properties ........................................................................... 81

Callback.................................................................................................................... 81 Outbound Call....................................................................................................... 82

Defining Columns .................................................................................................... 84 Adding New Columns .......................................................................................... 84 Removing Columns .............................................................................................. 85

Desktop Wall Board ................................................................................................. 85 Using the Desktop Wall Board ............................................................................. 86

Summary of Fields for Agent Use............................................................................ 87

TABLE OF FIGURES Figure 1-1: Agent Toolbar Logon............................................................................. 4 Figure 1-2: Agent Toolbar Display........................................................................... 5 Figure 1-3: Windows Run Dialog Box..................................................................... 6 Figure 1-4: Epicagent.exe Extension Prompt ........................................................... 7

Agent Desktop Applications User Guide iii

Figure 1-5: Epic Agent Logon Dialog Box............................................................... 7 Figure 1-6: Example of Epic Agent Logon Parameters............................................ 8 Figure 1-7: Example of EPICAgent Toolbar Display............................................... 8 Figure 1-8: Agent Toolbar Display for Regular Logon ............................................ 9 Figure 2-1: Statusbar Display of Incoming Call ..................................................... 12 Figure 2-2: Statusbar Button Identifiers ................................................................. 13 Figure 2-3: Setup Toolbar Tab and Telephony Operations .................................... 15 Figure 2-4: Example of Call Dialog Box................................................................ 16 Figure 2-5: Example of Call Dialog Box................................................................ 21 Figure 2-6: Call Dialog Box ................................................................................... 22 Figure 2-7: Start Transfer Dialog Box .................................................................... 22 Figure 2-8: Start Conference Dialog Box ............................................................... 22 Figure 2-9: Example of Programmed Button.......................................................... 23 Figure 2-10: Statusbar Display of Incoming Call ..................................................... 23 Figure 2-11: Statusbar Display of Connected Call ................................................... 24 Figure 2-12: Start Transfer Dialog Box .................................................................... 25 Figure 2-13: Single Step Transfer – Setup Dialog Box ............................................ 26 Figure 2-14: Start Conference Dialog Box ............................................................... 27 Figure 2-15: Divert Call Dialog Box ........................................................................ 28 Figure 2-16: Setup Toolbar for ACD Operations ..................................................... 30 Figure 2-17: Example of WrapUp Code - Setup....................................................... 31 Figure 2-18: Example of Login Group – Setup Dialog Box..................................... 35 Figure 2-19: Group Manager Dialog Box................................................................. 36 Figure 2-20: Example of Setting Up Groups Manager ............................................. 37 Figure 2-21: WrapUp Code – Setup Dialog Box...................................................... 38 Figure 2-22: Examples of WrapUp Code ................................................................. 38 Figure 2-23: Setup Toolbar for Window Operations ................................................ 40 Figure 2-24: Setup Window and Tabs ...................................................................... 43 Figure 2-25: Customizing the Toolbar Display ........................................................ 45 Figure 2-26: Manually Resize the Agent Toolbar Display ....................................... 46 Figure 2-27: Example Dialog Box of Button Parameters ......................................... 47 Figure 2-28: Example of Button’s Functional Description....................................... 48 Figure 2-29: Setup Personal Settings ........................................................................ 49 Figure 2-30: Setup Extension/Address ..................................................................... 51 Figure 2-31: Set New Values on the Setup Extension/Address Page ....................... 52 Figure 2-32: Agent Toolbar Instance ........................................................................ 53 Figure 2-33: Confirm Changes Pop-up Dialog Box ................................................. 53 Figure 2-34: Setup Ring............................................................................................ 54 Figure 2-35: Calls Status Window............................................................................ 56 Figure 2-36: Queue Calls Window ........................................................................... 58 Figure 2-37: Agent Log Window.............................................................................. 60 Figure 2-38: Telephone Manager Window............................................................... 62 Figure 2-39: Telephony Page in Telephone Manager............................................... 63 Figure 2-40: Button Properties Pop-up Menu........................................................... 65 Figure 2-41: Button Properties Dialog Box .............................................................. 65 Figure 2-42 Caption and Category of Operations for Button Properties ................. 66

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iv Contact Center and Enterprise Contact Center Editions

Figure 2-43: Example of Button Functions .............................................................. 66 Figure 2-44: Example of Single Step - Setup Dialog Box........................................ 67 Figure 2-45: Example of New Button....................................................................... 67 Figure 2-46: Example in Adding Tabs ..................................................................... 71 Figure 2-47: Insert Page for Adding Tab.................................................................. 71 Figure 2-48: New Tab in Telephone Manager.......................................................... 72 Figure 2-49: Rename Page for Renaming Tab ......................................................... 72 Figure 2-50: Confirm Removing a Tab .................................................................... 73 Figure 2-51: Setup Toolbar for Other Operations .................................................... 76 Figure 2-52: Execute Program Setup for an Application ......................................... 77 Figure 2-53: Example of Select File Dialog Box ..................................................... 78 Figure 3-1: Sample Call Properties......................................................................... 80 Figure 3-2: Example of Outbound Callback Confirmation .................................... 82 Figure 3-3: Column Names..................................................................................... 84 Figure 3-4: Insert Column....................................................................................... 85 Figure 3-5: Example of Desktop Wall Board ......................................................... 86

Agent Desktop Applications User Guide 1

Preface

About this Guide This guide provides information in using and configuring the Agent Toolbar application for the ShoreTel Contact Center (CC) and Enterprise Contact Center (ECC) This guide is intended for Contact Center supervisors and agents.

Use Online Help for on-demand information about the Agent Toolbar application.

Documentation The following documents are available for the ShoreTel Contact Center and Enterprise Contact Center Editions:

• ShoreTel Agent Desktop Applications User Guide

• ShoreTel Contact Center Administration Guide

• ShoreTel Contact Center Installation Guide

• ShoreTel Supervisor Applications Guide

• ShoreTel Contact Center CRM Integration Guide

Typographical Conventions Conventions used in this guide include the following:

• Data-entry field names, hypertext links, control buttons, keywords, and other items in the system interface are presented in typeface Arial Narrow Bold.

• Information for data fields is in typeface Courier New Regular.

• This bullet icon indicates special information.

Preface

2 Contact Center and Enterprise Contact Center Editions

• This arrow icon indicates additional information, where to find references, or links to references.

• References to topics and sections, and other documentation are italicized.


Chapter 1 Agent Toolbar Application

Overview Agent Toolbar is a powerful, easy-to-use, software application that makes it easy for agents to use the telephony and ACD capabilities. Telephony capabilities include features such as answer, call, hold, transfer, and conference. ACD capabilities include features for agents going into release, resume, and wrapup modes, and viewing calls in queue. Agent Toolbar works with the Contact Center (CC) and Enterprise Contact Center (ECC) modules to enable the agent to maximize performance in the Call Center environment.

Agent Toolbar provides a library of services enabling the integration with the enterprise’s existing services and database using Windows DDE/ActiveX interface. Information can be shared between systems during ACD call handling.

Agent Toolbar provides the following features:

• Customizable toolbar: Buttons and shortcut keys can be set up for agents, enabling quick access to Agent Toolbar pages and frequently performed telephony operations.

• Telephone Manager can be set up with telephone capabilities by assigning buttons like soft keys with telephony functions.

• Queue calls allow viewing of the status of all calls in queue that are waiting for the agent. The calls list update dynamically showing the current queue situation. The agent can use wrapup time by picking up the call directly from the queue if a call requires immediate attention.

• Call logs can be maintained for calls ringing or answered by the agent.

Chapter 1: Agent Toolbar Application Overview


• Desktop wallboards can be set up as instant message boards for the agent.

• Chat interface functions as chat browser for handling chat contacts.

Starting the Agent Toolbar 1. In Windows, select Start → All Programs → ShoreTel → Contact

Center → Agent Toolbar.

If an Agent Toolbar icon is available on the desktop or on the Windows Start Menu, click this icon to run Agent Toolbar

The Agent Toolbar Logon dialog box appears.

Figure 1-1: Agent Toolbar Logon

2. On the Agent Toolbar Logon dialog box, enter the agent logon information for the following: Agent id Password Extension: (If an extension is already associated to the agent, it

is displayed here and cannot be changed at this point.)

The Extension parameter refers to the agent’s extension, usually defined once during the first logon.

For Hotdesk and Citrix environments, Contact Center provides a functionality to dynamically associate the Agent Toolbar screen with any available phone allowing the agent to enter the Extension number during each logon.



Refer to the section on Setting Up Agent Logon for Hotdesk for the procedure.

Language: (Select the appropriate language from the drop-down menu or keep the default.)

3. Click OK.

A dialog box appears while Agent Toolbar is launching and connecting to the server. Wait for a few seconds.

The Agent Toolbar display (for the logged on agent) appears, similar to the example.

Figure 1-2: Agent Toolbar Display

Agent Toolbar will display the access buttons initially set up by the CC/ECC administrator during the agent’s first logon.

The CC/ECC administrator will initially set up the look and feel of the Agent Toolbar and the available access buttons for a specific agent. Agent settings are contained in the Etas.ini file.

From this point, the agent can customize the Agent Toolbar display panel by defining additional buttons with telephony, ACD, Window, or other category of CC/ECC operations using the Setup Toolbar feature. On subsequent logon, the Agent Toolbar display panel will show the agent’s last configuration.



See Chapter 2: Agent Toolbar Operations for more information on the functional descriptions of buttons for specific CC/ECC operations such as Telephony, ACD, Window, and Other Agent Toolbar operations.

For information on adding or removing toolbar buttons for an agent, refer to the section on Using Setup in Chapter 2: Agent Toolbar Operations.

Setting Up Agent Logon for Hotdesk Before the first logon, agents can set up their Agent Toolbar screen to dynamically associate with any phone in the Contact Center station. Contact Center/Enterprise Contact Center provides this feature in conjunction with the AnyPhone feature in the ShoreTel system.

The AnyPhone feature is particularly useful in Hotdesk or Citrix environments. During each logon, Agent Toolbar will prompt the agent to enter an Extension number allowing the agent to enter the number of any available phone at the agent’s disposal in the Contact Center. The agent will be able to handle and manage calls with Agent Toolbar just as if the agent is using the assigned extension.

1. On Windows Taskbar, select Start → Run…

The Run dialog box opens.

Figure 1-3: Windows Run Dialog Box



2. In the Open: field, type the Contact Center command, epicagent.exe ext=p and click OK.

Figure 1-4: Epicagent.exe Extension Prompt

The Contact Center command, epicagent.exe ext=p is an extension prompt command, that prompts the agent to enter a specific Extension number during logon in conjunction with the ShoreTel AnyPhone feature. This functionality allows the agent to use any available number for handling and managing calls in the Contact Center.

The Epic Agent Logon dialog box appears.

Figure 1-5: Epic Agent Logon Dialog Box

The Epic Agent Logon is different from the regular Agent Toolbar Logon. The regular Agent Toolbar Logon requires the agent’s assigned number.



3. On the Epic Agent Logon dialog box, enter the logon parameters for the agent and specify any extension number that is available for the agent’s use.

For example:

Figure 1-6: Example of Epic Agent Logon Parameters

Agent id: Enter the agent’s assigned ID. Example: 1118.

Password: Enter the agent’s password. Example: 1118.

Extension: Enter any available extension. Example 114. (Note: The agent’s assigned extension for regular logon is 118.)

4. Click OK.

The agent’s Agent Toolbar display appears with the distinction of EPICAgent and the AnyPhone extension, #114.

Figure 1-7: Example of EPICAgent Toolbar Display



In a regular agent logon, the Agent Toolbar display will show the agent’s assigned extension.

Figure 1-8: Agent Toolbar Display for Regular Logon


Chapter 2 Agent Toolbar Operations

Agent Toolbar provides functional buttons for quick access to frequently used operations and application pages. Agent Toolbar enables the agent to perform Telephony and ACD operations from the agent desktop in a single button click. It also provides access to special features of the Agent Toolbar application, such as the Agent Log window.

The extent to which the agent can customize the Agent Toolbar is set by the Contact Center administrator in the Agent Class of Service.

Agents can perform the following Agent Toolbar operations:

• Telephony operations

• ACD operations

• Window operations

• Other operations

Chapter 2: Agent Toolbar Operations


Statusbar On the Agent Toolbar display, the Statusbar shows the current activity of the agent, for example an active call currently handled by the agent. The Statusbar changes color to give a visual indication of the current activity; for instance, the bar turns yellow for an incoming call.

Figure 2-1: Statusbar Display of Incoming Call

Only the current call status can be displayed at any one time on the Statusbar. Data for the current call displayed on the Statusbar reflects the data from the Status column in the Calls Status window.

Refer to the section on Calls Status in this chapter for more information about the Calls Status feature.

The agent may simultaneously handle a combination of calls such as calls on hold, ringing calls, a connected call, email, and chat contacts. In the Calls Status window, each call is displayed as line item including information about the call under each column header. On the Statusbar, however, only the agent’s current activity is displayed. Any changes on the order of how data will be displayed on the Statusbar should be made in the Calls Status window by arranging the column headers and defining columns.

Refer to the section on Defining Columns in Chapter 3: Agent Toolbar Features.



Button Identifiers on the Statusbar

In the Statusbar example below, this button identifies the incoming call as an ACD call, and the other button, indicates the call is a voice call:

Figure 2-2: Statusbar Button Identifiers

The following buttons identify the calls status on the Statusbar.

Toggle button between the active calls.

Call Type Identifiers Buttons that identify the types of calls displayed on the Statusbar.

Current call is a callback call.

Current call is a web callback call. This is a callback call requested on the Web.

Current call is a dial list or campaign call.

Current call is a callback call to an abandoned caller.

Current call is an incoming ACD call.

Media Type Identifier Buttons that identify the media type for the call displayed on the Statusbar.

Current call is a chat.

Current call is an email.

Current call is a voice call.



Telephony Operations Telephony operations enable the agent to manage and handle calls using the associated buttons for telephony operations on the Agent Toolbar display.

This section provides information and procedures for Telephony operations:

• Adding Buttons for Telephony Operations

• Buttons for Telephony Operations

• Using Telephony Operations

Adding Buttons for Telephony Operations Telephony operations buttons can be selected on the Setup Toolbar page and added to the Agent Toolbar display by drag-and-drop. These buttons become accessible in the Agent Toolbar display for the agent’s use in handling and managing calls.

1. Click the Setup button on the Agent Toolbar display.

The Setup button is available on the Agent Toolbar display by default for Window operation.



The Toolbar tab is displayed by default.

Figure 2-3: Setup Toolbar Tab and Telephony Operations

2. On the Setup Toolbar page, verify if the selected Category: by default is Telephony, as shown in the example above.

3. On the Buttons: pane, click and hold the selected button, and drag-and-drop on the Agent Toolbar display.

The description of the function of the selected button appears in the Description field in the Setup Toolbar page. See the section on Viewing a Button’s Functional Description in this chapter for additional information.

In the Description field, buttons with the caption, (This button cannot be added), cannot be included in the Agent Toolbar display. Access to these buttons is defined and set by the Contact Center administrator.



4. While doing the drag-and-drop, a dialog box may appear depending on the type of button.

Example: For the Call button, the Call dialog box appears.

Figure 2-4: Example of Call Dialog Box

To program the Call button, enter the specific destination number at this point or select from the drop-down list, and click OK. The Call button is added in the Agent Toolbar display together with the button properties such as the destination number.

To add the Call button without programming a specific destination number, click Cancel on the Call dialog box at this point. The Call button that is included in the Agent Toolbar display is re-usable as a “generic” Call button. On clicking this button to make a call, the Call dialog box appears where the destination number will be entered. The number is not “saved” in the button properties. If the button is not programmed, the Call dialog box will open every time the Call button on the Agent Toolbar display is activated when making a call.

For more information in programming buttons, refer to the topic on Setting Up Specific Destination Numbers in this chapter.

Refer to the sections on Setup Toolbar in this chapter for general procedures in customizing the toolbar display, adding buttons, and removing buttons.



Buttons for Telephony Operations The following table provides a summary list of functional buttons for Telephony operations.

Unless noted otherwise, these buttons can be added in the Agent Toolbar display.

Buttons Description of Functions

Swap the call on Hold with the Connected call.

Answer incoming call. Button blinks when a call rings on the agent’s position. When the agent answers the incoming call, the button changes to

this to indicate the call is connected.

If the call coming in is an email, the system waits for the agent to open the email application, if not already opened, and to click this button to download the email from the email server.

Disconnect the current call.

The current active call is displayed on the Statusbar. Use

the toggle button on the Statusbar to toggle between calls.

Start the transfer procedure for the current call.

Refer to the section on Transferring Calls in this chapter for the procedure.

Start the conference procedure.

Refer to the section on Conferencing in this chapter for the procedure.

Divert the incoming call to another number.

Refer to the section on Diverting Calls in this chapter for the procedure.



Place the call on Hold.

The current call is displayed as active call on the

Statusbar. Use the toggle button on the Statusbar to toggle between calls currently handled by agent.

Call the selected telephone number.

Refer to the section on Making Calls in this chapter for the procedure.

Retrieve the call on Hold.

The current call is displayed as active call on the

Statusbar. Use the toggle button on the Statusbar to toggle between calls currently handled by agent.

Complete the Conference procedure.

Refer to the section on Conferencing in this chapter for more information.

Perform single step transfer.

Refer to the section on Single Step Transfer in this chapter for the procedure.

Complete the transfer procedure.

Refer to the section on Transferring Calls in this chapter for more information.

Reconnect. Disconnect the current call and reconnect to the call placed on hold.

Refer to the section on Transferring Calls and Conferencing in this chapter for more information.

Silent Monitor. Allow Supervisor to monitor agent conversation.



Barge In. Enable Supervisor to barge in on agent’s conversation.

Set Callback reinsert busy. Re-insert a callback call in the queue if the agent is busy.

This functionality is available only in the Contact Center edition.

In some environments, the system automatically identifies the busy destination and the call is not transferred to the agent at all.

Set Callback reinsert No Answer. Re-insert a callback call in the queue if it was not answered. This functionality enables the system to dial an outbound call again since the customer did not answer the callback the first time.


In some environments, the system automatically identifies the destination that did not answer and the call is not transferred to the agent at all.

Set Callback reinsert terminate. Remove the callback call from the system.




Using Telephony Operations Procedures for some telephony operations are described in the following sections:

• Making Calls

• Transferring Calls

• Conferencing

• Diverting Calls

Refer back to the previous section, Buttons for Telephony Operations, for a summary list of functional buttons.

Use the appropriate Telephony buttons for making calls, transferring calls, and conferencing. Specific buttons should be included in the Agent Toolbar display for the agent’s use to increase efficiency and productivity. Some Telephony buttons can be programmed for specific calling numbers and the agent will not have to enter the destination number during the call.

Some buttons can be programmed and assigned with Telephony functions in Telephone Manager for the agent’s use. The agent can use the Agent Toolbar or Telephone Manager to handle and manage calls.

Refer to the section on Telephone Manager in this chapter about using the Telephone Manager features.

Making Calls

Use the Call button to make a call.

1. On the Agent Toolbar display, click the Call button to dial the number to call.

If the button is programmed with the number to call, the system automatically dials the number.



Refer to the topic in this section on Setting Up Specific Destination Numbers to program buttons with specific destination numbers.

During the drag-and-drop process, entering the specific destination number in the Call dialog box that appears will program the button and add it in the Agent Toolbar display. Click Cancel on the Call dialog box to skip programming and simply add a “generic” Call button in the Agent Toolbar display.

2. If the button is not programmed for the number to call:

The Call dialog box appears.

Figure 2-5: Example of Call Dialog Box

3. On the Call dialog box, enter the number to dial or select the number from the drop-down list of recently dialed numbers.

4. Click OK.

The system dials the requested number.

Setting Up Specific Destination Numbers

Each of the Call, Transfer, and Conference buttons to be added in the Agent Toolbar display can be programmed with frequently dialed numbers allowing the agent to activate the button function without the need to enter the destination number for the call.

Buttons can be programmed with the specific destination numbers during the drag-and-drop process when adding buttons in the Agent Toolbar display.



1. On the Setup Toolbar window, click and hold the Call button (or Transfer or Conference buttons, as the case may be) and drag-and-drop on the Agent Toolbar display.

For the Call button, the Call dialog box appears.

Figure 2-6: Call Dialog Box

For the Transfer button, the Start Transfer dialog box appears.

Figure 2-7: Start Transfer Dialog Box

For the Conference button, the Start Conference dialog box appears.

Figure 2-8: Start Conference Dialog Box

Refer to the sections on Transferring Calls and Conferencing in this chapter for information on using these functions.

2. Enter the destination number and click OK.

The button is programmed with the destination number.



3. To verify, hover the mouse over the button on the Agent Toolbar display.

The button displays a caption showing the specific destination number, similar to the example for a Call button.

Figure 2-9: Example of Programmed Button

Answering Incoming Calls

When a call comes in and an agent is available, the system will route the call to the available agent.

1. On the Statusbar the display panel turns yellow with Ringing status to indicate an incoming call, similar to the example.

Figure 2-10: Statusbar Display of Incoming Call

Refer to the previous section on Button Identifiers on the Statusbar.

2. Click the Answer button.



3. On the Agent Toolbar display, the Statusbar shows the connected call, similar to the example. The Answer button changes into

connected button.

Figure 2-11: Statusbar Display of Connected Call

4. The connected button reverts back to an Answer button after completing the call.

Transferring Calls

The Start Transfer button puts the current call on hold while the system dials the destination number entered by the agent, allowing the agent to introduce the caller to the transfer destination.

1. On the Agent Toolbar display, click the Start Transfer button to dial the number for the call transfer.

1) If the button is programmed with the number to call, the system automatically dials the number and puts the active call on hold.

2) Click the Complete Transfer button to complete the transfer.

See the previous section on Setting Up Specific Destination Numbers to program buttons for Call, Transfer, and Conference operations.



2. If the button is not programmed with the number to call:

The Start Transfer dialog box appears.

Figure 2-12: Start Transfer Dialog Box

3. Enter the number for the transfer destination or select from the drop-down list of recently dialed numbers.

4. Click OK.

The system dials the number and places the active call on hold.

5. Click the Complete Transfer button to complete the transfer.

The current active call is displayed on the Statusbar in the Agent

Toolbar display. Use the toggle button on the Statusbar to toggle between calls.

Canceling a Transfer Call

During dialing, click the Reconnect button to cancel the call transfer and return to the original caller.

Single Step Transfer

The Single Step Transfer operation connects the caller directly to the destination number and disconnects the agent making the transfer.

1. Click the Single Step Transfer button on the Agent Toolbar display to initiate the transfer.

If the button is programmed with the number to call, the system connects the active call to the destination.

See the previous section on Setting Up Specific Destination Numbers to program buttons.

2. If the button is not programmed with the number to call:



The Single Step Transfer – Setup dialog box appears.

Figure 2-13: Single Step Transfer – Setup Dialog Box

3. On the Single Step Transfer – Setup dialog box, enter the number of another agent as the transfer destination or select from the drop-down list of recently dialed numbers.

4. Click OK.

The system dials the number.

The active call is the contact displayed in the Statusbar. Use the

button on the Statusbar to toggle between the calls currently handled by the agent.

Conferencing

The Conference feature enables three people plus the agent to converse simultaneously in a call operation.

1. Click the Start Conference button on the Agent Toolbar display to initiate a conference call.

1) If the button is programmed with a specific number for conference call, the system puts the current active call on hold and dials the number for the conference.

2) Click the Complete Conference button to complete the conference.

See the previous section on Setting Up Specific Destination Numbers to program buttons for Call, Transfer, and Conference operations.

2. If the button is not programmed with the number for conference call:



The Start Conference dialog box appears.

Figure 2-14: Start Conference Dialog Box

3. On the Start Conference dialog box, enter the destination number for the conference, or select the number from the drop-down list of recently called numbers.

4. Click OK.

The system dials the destination number.

5. Click the Complete Conference button to complete the conference.

Canceling a Conference Call

During dialing, click the Reconnect button to cancel the conference call and return to the original caller.

The active call is the contact displayed in the Statusbar. Use the

button on the Statusbar to toggle between the calls currently handled by the agent.



Diverting Calls

The Divert Call operation allows an agent to divert an incoming call to another number.

Refer to the section on Setting Up Specific Destination Numbers for the procedure in programming this button.

1. On the Agent Toolbar, click the Divert call button to divert the ringing call to another destination.

The Divert Call dialog box appears.

Figure 2-15: Divert Call Dialog Box

2. On the Divert Call dialog box, enter the destination number, or select the number from the drop-down list of recently called numbers.

3. Click OK. The system sends the call.

This button may also divert calls that were answered by the agents.

The active call is the contact displayed in the Statusbar. Use the button on the Statusbar to toggle between the calls currently handled by the agent.



ACD Operations ACD operations that are available for the agent’s use are initially set up by the CC/ECC administrator in the Agent Class of Service. ACD functions are determined by the functionality supported in the ShoreTel switch because the Contact Center can send a request only for the specific function to be performed.

This section provides information on the following ACD Operations:

• Adding Buttons for ACD Operations

• Buttons for ACD Operations

• Setting Up ACD Operations

Adding Buttons for ACD Operations Some ACD Operations can be added in the Agent Toolbar display such as the Supervisor Help, Transfer to Agent, and Release with code buttons.

1. Click the Setup button on the Agent Toolbar display if the Setup Toolbar page is not active.

If the Toolbar page is currently open, simply select ACD under the Category: section to display the ACD buttons.

The Setup button is available on the Agent Toolbar display by default for Window operation.

2. On the Setup Toolbar page, select ACD on the Category: section.



Buttons for ACD operations are displayed on the Buttons: pane.

Figure 2-16: Setup Toolbar for ACD Operations


In the Description field, buttons with the caption, (This button cannot be added), cannot be included in the Agent Toolbar display. Their properties are typically defined by the Contact Center administrator.

4. While doing the drag-and-drop, a dialog box may appear depending on the type of button.



For example, during the drag-and-drop for the WrapUp Code button, the WrapUp Code – Setup dialog box appears.

Figure 2-17: Example of WrapUp Code - Setup

To program the WrapUp Code button, select the code from the drop-down list, and click OK. The WrapUp Code button is added in the Agent Toolbar display together with the button properties such as the specified release code.

To add the WrapUp Code button without programming with a wraup code, click Cancel on the WrapUp Code – Setup dialog box at this point. The WrapUp Code button that is included in the Agent Toolbar display is re-usable as a “generic” WrapUp Code button. On clicking this button for the agent to wrapup the call, the WrapUp Code – Setup dialog box appears and the agent can select the reason for wrapping up the call. The wrapup code is not “saved” in the button properties. If the button is not programmed, the WrapUp Code – Setup dialog box will open every time the WrapUp Code button on the Agent Toolbar display is activated by the agent going into wrapup.

Refer to the section on Setup Toolbar in this chapter for general procedures in adding buttons, removing buttons, and customizing the toolbar display.



Buttons for ACD Operations The following table provides a summary list of functional buttons for ACD operations.

Unless noted otherwise, these buttons can be added in the Agent Toolbar display.

Buttons Description of Functions

/

Login/Logout Primary ACD Groups. (This button cannot be added) This functionality allows the agent to login to or logout from all of the agent’s primary groups with a single click. The agent’s primary groups are defined and allocated by the system administrator. Color indicator shows the agent’s current state: • Button with Green checkmark indicates the agent is logged

in. • Button with Red mark indicates logout state.

/

Login ACD Group/Logout from Group. This functionality enables the agent to toggle between login to or logout from a specific group where the agent belongs. Each Login ACD Group/Logout from Group button added to the Agent Toolbar display can be programmed for logging into or logging out without the need to select the agent’s ACD group at each login/logout. • Button with Green checkmark indicates the agent is logged

in. • Button with Red mark indicates logout state.




Groups Manager enables the agent to manage the list of Login/Logout Groups that were allocated by the Contact Center administrator. This functionality opens the Groups Manager dialog box allowing the agent to move from one group to another group that were allocated by the Contact Center administrator and establish the login/logout status between the two groups—the group the agent is logged into and the group the agent is not logged into.

See the section on Setting Up Groups Manager in this chapter for additional information.


/

This is a toggle button between Release and Resume. Release (This button cannot be added) – Set the agent’s station to Release state to block ACD calls without the agent logging out. The agent can still receive internal or private calls. Resume (This button cannot be added) – Return the agent’s station to normal ACD mode from Release state.

Enter WrapUp Code. When a call ends, the agent enters or selects a WrapUp Code from the drop-down list that describes the outcome of the call. In a WrapUp state, ACD calls will not be routed to the agent. The wrapup time associated with a WrapUp state is typically used by agents to finish paperwork or tie-up loose ends regarding the previous call.

Each WrapUp Code button added to the Agent Toolbar display can be programmed for specific WrapUp Code allowing the agent to enter the wrapup code without the need to select a code at every wrapup.

Refer to the section on Setting Up WrapUp Code for additional information.



Control WrapUp state. Extends the wrapup time if the automatic wrapup time is not sufficient.

The ready button will flash during controlled wrapup reminding the agent to press the button to enable the agent to receive incoming calls.

Manual WrapUp Ready.(This button cannot be added) Manually ends the WrapUp/Controlled WrapUp state making the agent ready and available for ACD calls.

Perform transfer to Agent. Transfer a call to another available logged in agent by selecting from a drop down list the agent to whom the transfer will be made.

Ask for Supervisor Help. Notify the supervisor if the agent requires help. A notification indicator appears on the supervisor’s Real Time Monitoring application. Button toggles between On/Off.

Release with code. Allow agent to choose a release code indicating the reason for going into the Release state.

Each Release with code button added to the Agent Toolbar display can be programmed with specific release code allowing the agent to release without having to select a release code at every release.

Setting Up ACD Operations Some ACD operations buttons can be set up to automate specific functions for the agent’s use. The buttons’ properties are initially defined and set up by the CC/ECC administrator for each agent in the Agent Class of Service.

Refer to the ShoreTel Contact Center Administration Guide for information in setting up the Agent Class of Service for agents in the Contact Center.

Procedures for customizing some ACD Operations for agents are described in the following sections:

• Logging In/Logging Out ACD Group



• Setting Up Groups Manager

• Setting Up WrapUp Code

Refer back to the previous section, Buttons for ACD Operations, for a summary list of functional buttons.

Logging In ACD Group /Logging Out from Group

The Login ACD Group/Logout from Group buttons are toggle buttons allowing agents to login to or logout from specific group setup for them initially by the CC/ECC administrator. Buttons should be customized for each ACD group where agents belong to allow one-click operation during login/logout.

1. Click the Login ACD Group button (or the Logout from Group

button, as the case may be) on the Agent Toolbar display.

If the Login ACD Group button (or the Logout from Group button) has been programmed with the agent’s specific group the system will automatically login (or logout) the agent from the specified group. To automate the button’s function for a specific group, program this button during the drag-and-process when adding it to the Agent Toolbar display.

2. If the button is not programmed with a specific agent group, the Login Group – Setup dialog box appears.

Figure 2-18: Example of Login Group – Setup Dialog Box

3. On the Login Group – Setup dialog box, select the agent group from the drop-down list.

4. Click OK.

Setting Up Groups Manager

Groups Manager enables the agent to manage the list of login/logout groups that were allocated by the Contact Center administrator. By customizing the Groups Manager button, the agent can establish the login or the logout state of each



group where the agent is assigned. Each login button or logout button can be programmed based on the state specified in Groups Manager, enabling the agent to move from one group to another group between login or logout state when clicking either of the Login ACD Group or Logout from Group buttons.

1. On the Agent Toolbar display, click the Groups Manager button.

The Group manager dialog box appears.

Figure 2-19: Group Manager Dialog Box

The Logged Groups pane on the left shows the agent Group that is in logon state. The Group in this pane can be set up for logout state.

The Available Groups pane on the right displays a list of other agent groups the agent can possibly log into. The Groups in this pane can be set up for login state.

2. On the Group manager dialog box, select the group from the Available Groups pane and click the Login button to assign the login state to the selected group.



The group name is moved to the Logged Groups pane.

Figure 2-20: Example of Setting Up Groups Manager

For example, if the Support group is assigned a Login state, the agent will be logged out automatically from the Sales group when clicking the Logout from Group button and will establish a login state automatically for the agent to the Support group.

3. Click the Close button to close the dialog box.

Setting Up WrapUp Code

WrapUp Code provides a description of the outcome of the call and specified by the agent when going into WrapUp state. WrapUp Code buttons can be programmed with the typical wrapup code the agent uses in handling calls, allowing one-click operation when the agent goes into WrapUp state.

1. On the Agent Toolbar display, click the WrapUp Code button.



The WrapUp Code – Setup dialog box appears.

Figure 2-21: WrapUp Code – Setup Dialog Box

2. On the WrapUp Code – Setup dialog box, select the specific WrapUp Code from the drop-down list that describes the outcome of the call.

Examples of wrapup code is shown below.

Figure 2-22: Examples of WrapUp Code

3. Click OK to setup the WrapUp Code.



Window Operations Window operations enable the agent to access and use Agent Toolbar features for customizing the toolbar display and call management functions such as calls in queue, calls status, agent log, desktop wall board, and chat. These features are initially defined by the CC/ECC administrator for each agent.

This section covers information on the following Window operations:

• Adding Buttons for Window Operations

• Buttons for Window Operations

• Using Window Operations

Adding Buttons for Window Operations Some Window operations buttons are available by default on the agent’s first logon as set up by the CC/ECC administrator. The Setup button is included in the Agent Toolbar display by default allowing the agent to customize the toolbar display by adding, removing, or arranging buttons.


The Setup Toolbar page appears. The Toolbar tab is displayed by default when the Setup window appears.

If the Setup window is currently open, click the Toolbar tab and select Window in the Category: pane.



2. On the Setup Toolbar page, select Window in the Category: pane.

Figure 2-23: Setup Toolbar for Window Operations


The description of the button’s function appears in the Description: field.

4. To use the button, simply click the button on the Agent Toolbar display to execute its function and open the appropriate window associated with the button.

Refer to the section on Setup Toolbar in this chapter for more information on adding, removing, and customizing buttons.

See the next section, Buttons for Window Operations, for a description of each button’s functions.



Buttons for Window Operations The following table provides a summary list of functional buttons for Window operations.

Setup

Access the Setup page and enable customizing buttons added to the Agent Toolbar display.

Calls Status

Open Calls Status window, displaying the status of calls connected to the agent.

Queue Calls

Open Queue Calls window, showing current calls in queue for the agent.

Agent Log

Open Agent Log window, showing a record of calls handled by agent since the last logon.

Telephone Manager

Open Telephone Manager window, enabling agent to perform telephone operations from the desktop.

Desktop Wall Board

Open the Desktop Wall Board window displaying instant messages configured by the Wallboard administrator about current information from the Contact Center that may be of interest to the agent


Exit

Close/Exit the Agent Toolbar application.

Online Help

Show Help Topics, allowing access to the Agent Toolbar Online Help.

Help About

Open the Help About dialog box for information about the Agent Toolbar application.



Chat Tree

Open a Chat browser page allowing agent to engage in a chat session. The Chat page displays a chat response tree during an active chat session. The chat response tree provides a list of predefined responses on the left area of the Chat page. During an active chat session, the agent can pick an appropriate response from the chat tree and send to the customer.


Refer to the sections on Setup Toolbar, Calls Status, Queue Calls, Agent Log, Telephone Manager, and Chat in this chapter for more information. The Desktop Wall Board feature is presented in Chapter 3: Agent Toolbar Features.

Using Window Operations This section provides a general description of using the Window operations buttons and their functions.

• Setup

• Calls Status

• Queue Calls

• Agent Log

• Telephone Manager

• Chat

Refer to Chapter 3: Agent Toolbar Features for information on the Desktop Wall Board feature.

See the previous section, Buttons for Window Operations, for a summary list of functional buttons.



Using Setup The Setup button is used for setup operations allowing the agent to access the Toolbar buttons and adding them on the Agent Toolbar display by drag-and-drop, specifying personal settings for the Agent Toolbar display, setting up extension and email address, and customizing ring tones.


The Setup Toolbar page appears. The Toolbar tab is displayed by default when the Setup window appears.

Figure 2-24: Setup Window and Tabs

2. On the Setup window, specify the parameters for setup operations using the Setup tabs:

Toolbar – provides various functional buttons for Telephony, ACD, Window, and Other operations, including the layout and arrangement of buttons on the Agent Toolbar display.



Personal Settings – include parameters for personalizing the way the Agent Toolbar will be used and displayed for a specific agent.

Extension/Address – enables setting up the extension number of the agent’s station, and specifying the Email address and server address.

Ring – allows customizing ring options, ring alert, and ring tones for incoming contacts by voice, email, or chat.

Setup Toolbar The Setup Toolbar feature enables customizing the Agent Toolbar for the agent’s use by selecting buttons to add to or remove from the Agent Toolbar display, and arranging how buttons will be displayed. For example, set up the toolbar to be displayed on top of other running applications, or arrange buttons in one or two rows.



Customizing the Toolbar Display

On the Setup Toolbar page, select the parameters for customizing the Agent Toolbar display for the following:

• Toolbar view for displaying the toolbar.

• Category of operations for the agent’s use.

Figure 2-25: Customizing the Toolbar Display

View Parameters Select the parameters that define the display view of the Agent Toolbar on the Windows desktop.

Always on Top Keep the toolbar on top of other running applications.

2 lines Enable arranging buttons in two rows on the Agent Toolbar display.

Large Icons View large icons on the toolbar.



Auto resize Enable automatic auto resizing of the Agent Toolbar display to accommodate the number of buttons on the toolbar. If this option is not selected, the Agent Toolbar display can be expanded or minimized, similar to a typical Windows page using a resizing arrow.

Figure 2-26: Manually Resize the Agent Toolbar Display

Statusbar Display text information about the status of the agent’s

current activity. Select this option to display the Statusbar.

See the section on Statusbar in this chapter for more information.

Category Parameters Select the buttons to include in the Agent Toolbar display in addition to the buttons already set up by the CC/ECC administrator.

Telephony Buttons for telephony operations.

ACD Buttons for ACD operations.

Window Buttons for Window operations.

Other Buttons for Other operations for the Agent Toolbar application.

Refer to specific sections in this chapter for more information about functional buttons for Telephony, ACD, Window, and Other operations.



Adding Buttons

1. On the Setup Toolbar page click the required category such as Telephony, ACD, Window, and Other, and click the desired button on the Buttons: pane.

2. Drag and drop the button to the desired position on the Agent Toolbar display.

The Agent Toolbar display should be visible on the Windows (computer) desktop.

3. If the button contains parameters, the associated dialog box appears.

For example, adding the Call button by drag-and-drop to the Agent Toolbar display opens the following dialog box.

Figure 2-27: Example Dialog Box of Button Parameters

4. Enter the required information for the button and click OK.

Some buttons cannot be added to the Agent Toolbar display. On the Setup Toolbar page, select the Category and the button. In the Description field, the button’s description includes a notation if the button cannot be added to the toolbar display.

Refer to the related sections in this chapter about the different functional buttons for Telephony, ACD, Window, and Other Contact Center operations.

Removing Buttons

1. On the Agent Toolbar display, press and hold the <Shift> key, click the left mouse button to select the desired button, and drag-and-drop the button out of the Agent Toolbar display to anywhere on the Windows desktop.

2. Release the left mouse button.

The button is removed from the Agent Toolbar display.



Viewing a Button’s Functional Description

On the Setup Toolbar page, select the category such as Telephony, ACD, Window, or Other, and click the desired button on the Buttons: pane. The button’s functional description is displayed in the Description: field similar to the example.

Figure 2-28: Example of Button’s Functional Description

Setup Personal Settings Personal Settings enable customizing the toolbar display for the agent’s use.

1. On the Agent Toolbar display, click the Setup button.

If Setup is currently active, simply click the Personal Settings tab.

2. Click the Personal Settings tab on the Agent Toolbar Setup page.



The Personal Settings page appears.

Figure 2-29: Setup Personal Settings

3. Select the options for the agent’s Personal Settings.

Refer to the next section on Defining Personal Settings in this chapter for the description of parameters.



Defining Personal Settings

On the Personal Settings page, select the parameters for the agent’s personal settings.

Start minimized Start the Agent Toolbar in minimized mode.

In environments where the agent functionality is embedded in the agent’s CRM application it is not necessary to display the toolbar. Buttons will be displayed on the CRM user interface.

Enable closing via the system menu “x” button

Enable closing the Agent Toolbar application by clicking

the button on the toolbar display panel.

Uncheck this option to disable the button that will prevent any accidental closing of the Agent Toolbar application if the agent clicks on this button.

Open Toolbar on “Forced Release” state

Allow the Agent Toolbar to pop-up in forced release state when in minimized mode. When Agent Toolbar is minimized, this feature enables the application to open the toolbar display and alert the agent of any incoming calls.

Allow to minimize the toolbar in “Release” state

Enable the agent to minimize the toolbar when in “Release” state.

Uncheck this option to prevent agents from minimizing the application while in “Release” state and likely forgetting to return to “Resume.”

Open Toolbar on Ring

Enable a minimized toolbar to pop-up when a call arrives.

Minimize on Answer

Allow the agent to minimize the toolbar when answering a call.



Setup Extension/Address The Extension/Address parameters are used for specifying the extension number of the agent’s station, Server IP address, and setting up mail account user name and password.

1. On the Agent Toolbar display, click the Setup button.

If Setup is currently active, simply click the Extension/Address tab.

2. Click the Extension/Address tab on the Agent Toolbar Setup page.

The Extension/Address page appears.

Figure 2-30: Setup Extension/Address

Refer to the next section on Defining Extension/Address Settings for information on Extension/Address parameters.



Defining Extension/Address Settings

On the Extension/Address page, enter the parameters for the agent’s extension/address settings.

Extension Number

Display the current telephone extension assigned to the agent. When a voice call is routed to the agent, the call is routed to this extension.

Server IP Address Display the IP Address of the Contact Center server.

Mail Account Username Mail Account Password

The agent’s email address is used only if the mail routing mode is “Personal” where the settings for the email client, such as MS Outlook or Eudora, change accordingly when the agent logs on the computer. When an agent logs on, the Agent Toolbar provides the agent logon user name and password to the email account.

Set New Values Define new extension/address parameters for the agent.

Refer to the next section on Setting New Values for Extension/Address for the procedure.

Setting New Values for Extension/Address

1. On the Setup Extension/Address page, click the Set New Values… button.

Figure 2-31: Set New Values on the Setup Extension/Address Page



The Agent Toolbar (Instance) dialog box appears.

2. On the Agent Toolbar (Instance) dialog box, enter the required parameters for the agent.

Figure 2-32: Agent Toolbar Instance

3. Click Continue. A message box appears about the changes.

Figure 2-33: Confirm Changes Pop-up Dialog Box

4. Click OK.

Note that changes will take effect only after restarting the Agent Toolbar and the agent has logged in.

Setup Ring Ring parameters define the ring options for voice, chat, or email calls, including ring alert and ring tone.

1. On the Agent Toolbar, click the Setup button.

If Setup is currently active, simply click the Ring tab.



2. Click the Ring tab on the Setup page.

The Setup Ring page appears.

Figure 2-34: Setup Ring

See the next section for the procedure in Settings for Ring Options, Ring Alert, and Ring Tone.



Settings for Ring Options, Ring Alert, and Ring Tone

1. On the Setup Ring page, select the parameters for Ring Options, Ring Alert, and Ring Tone for the agent’s contacts.

Refer to the table below for the parameters.

Ring Options For Voice / Chat / Email Calls

Apply to:

To enable a ring tone, select the type of contact that requires the ring tone from the Apply to: options.

Voice Ring tone will be heard as long as a voice call is ringing for Inbound ACD or Outbound ACD, and Incoming non-ACD calls.

Email Ring tone will be heard as long as an Email contact is presented.

Chat Ring tone will be heard as long as a chat contact is presented.

Outbound Confirmation Call Confirmation Window

Ring tone will be heard as long as the Outbound Confirmation Call Confirmation Window is open.

Ring Alert

Ring Once Ring tone will be heard once for a ringing call.

Continuous Ring Ring tone will be heard until the call is answered.

Ring Tone

Default (Speaker Beep)

The computer internal speaker will generate the ring tone.

File Define a WAV file to be heard. This option requires a computer with voice card. Click the ellipsis (…) button to browse for the WAV file stored on the computer.

2. Click the Save button to save the changes.



Calls Status The Calls Status window shows the status of all calls that are connected to the agent including the call properties. Information is displayed in column format.

Refer to the section on Call Properties in Chapter 3: Agent Toolbar Features for information on viewing call properties and adding call notes for the Calls Status and Agent Log.

In Chapter 3: Agent Toolbar Features see the section on Defining Columns for the procedure in adding new columns and setting up their properties for the Calls Status, Queue Calls, and Agent Log.

1. On the Agent Toolbar display, click the Calls Status button to open the Calls Status window.

Figure 2-35: Calls Status Window

2. On the Calls Status window, perform the agent functions, as needed.

See the next section, Working on Calls Status, for the agent actions.



Working on Calls Status The agent can perform the following actions in the Calls Status window.

How to… Actions

View the call properties

Select a call in the Calls Status window. Click the Call Properties icon on the Calls Status toolbar.

Refer to the section on Call Properties in Chapter 3: Agent Toolbar Features for more information.

Add notes to a call Right-click a call in the Calls Status window and click Call Properties from the pop-up menu. In the Call Properties dialog box type in a note about the selected call.

Refer to the section on Call Properties in Chapter 3: Agent Toolbar Features for more information.

Notes are not saved when the Agent Toolbar closes.

Sort records based on the selected column

Click a column header for the sort order and display records in ascending order. Click the column header again to arrange records in descending order. For example, sort records based on the Called column and display called numbers in ascending order.

Add a column to the Calls Status window

Add a new column using the Insert Column function from the pop-up menu and define the column properties. The new column is inserted to the left of the selected column header.

Refer to the section on Defining Columns in Chapter 3: Agent Toolbar Features for the procedure to add new columns.

Remove a column from the Calls Status window

Right-click the column and click Delete Column from the pop-up menu.

Answer a call Right click the call in the Calls Status page and click Answer from the pop-up menu.



Disconnect a call Right click the call in the Calls Status page and click Drop from the pop-up menu.

Put a call on hold Right click the call in the Calls Status page and click Hold from the pop-up menu.

Retrieve a call from hold

Right click the call in the Calls Status page and click Retrieve from the pop-up menu.

Queue Calls The Queue Calls window displays information about calls that are in the agent’s currently logged on queues. On the Queue Calls window, double-clicking the call allows the agent to answer the call directly. Information is displayed in column format.

1. Click the Queue Calls button on the Agent Toolbar display.

The Queue Calls window appears.

Figure 2-36: Queue Calls Window

2. On the Queue Calls window, perform the agent functions, as needed.

See the next section, Working on Queue Calls, for the agent actions.



Working on Queue Calls The agent can perform the following actions in the Queue Calls window.

How to… Actions

Answer a call in the queue

Select a call and double-click to answer the call.

If another agent has already answered the call, it will not be routed to this agent.

Sort the records based on a column

Click a column header. Records are sorted in ascending order based on the selected column. Click the column header again to sort the records in descending order. For example, sort records based on the Call Entered at… column and display time stamp for the calls in queue in ascending order.

Add a column to the Queue Calls window

Add a new column using the Insert Column function from the pop-up menu and define the column properties.

Refer to the section on Defining Columns in Chapter 3: Agent Toolbar Features for the procedure to add a new column.

Remove a column from the Queue Calls window

Right-click the column header and click Delete Column from the pop-up menu.



Agent Log The Agent Log window displays records of all calls that the agent handled since the last logged on. The agent can view the call properties, attach notes to the call record, delete a record from the list, or clear the calls log.

1. On the Agent Toolbar display, click the Agent Log button to open the Agent Log window.

Figure 2-37: Agent Log Window

2. On the Agent Log window, perform the agent functions, as needed.

See the next section, Working on the Agent Log, for the agent actions.

Working on the Agent Log The agent can perform the following actions in the Agent Log window.

How to… Actions

View the log properties

Select the call in the Agent Log window and click the Properties icon on the Agent Log toolbar.

Refer to the section on Call Properties in Chapter 3: Agent Toolbar Features for information on viewing call properties.



Add notes to the call properties

Right-click a call in the Agent Log page and click Properties from the pop-up menu. In the Call Properties dialog box type in a note for the selected call.

Refer to the section on Call Properties in Chapter 3: Agent Toolbar Features for the procedure on adding notes to call properties.

Notes are not saved when the Agent Toolbar closes.

Sort records based on a column

Click a column header to display records in ascending order. Click the column header again to arrange records in descending order.

Delete a call Right-click the call in the Agent Log page and click Delete from the pop-up menu.

Clear all records from the log

Right-click the Agent Log page and click Clear Log from the pop-up menu.

Add a column to the Agent Log page

Add a new column using the Insert Column function from the pop-up menu and define the column properties. The new column is inserted to the left of the selected column header.

Refer to the section on Defining Columns in Chapter 3: Agent Toolbar Features for the procedure to add new columns.

Remove a column from the Agent Log page

Right-click the column header and click Delete Column from the pop-up menu.



Telephone Manager Telephone Manager functions like a telephone keypad allowing agents to perform call handling operations from the computer desktop. Using the button properties, keypad buttons can be assigned with specific functions, such as starting the application and answering calls. Telephone Manager allows adding, renaming, and deleting tabs, including assigning button functions, modifying, or removing button properties.

Telephone Manager contains two default tabs—Telephony and Windows. The Telephony page is displayed by default.

Figure 2-38: Telephone Manager Window

• The Telephony tab displays the dial pad, and nine buttons that can be customized with specific functions. The Telephony tab can be renamed but it cannot be deleted.

See the next section on Using Telephony in Telephone Manager in this chapter.

• The Windows tab displays 20 buttons that can be assigned with specific functions. Additional tabs can be added to the Telephone Manager based on the category of operations in the Contact Center. Each tab contains 20 buttons by default and can be assigned with specific functions.

See the section on Using Windows in Telephone Manager in this chapter.



Using Telephony in Telephone Manager The Telephony page in Telephone Manager contains the dial pad and buttons. Buttons can be customized as speed-dial keys for specific functions based on available Telephony operations that were set up for the agent by the CC/ECC administrator.

1. Click the Telephone Manager button on the Agent Toolbar display.

Telephone Manager opens with the Telephony tab by default.

Figure 2-39: Telephony Page in Telephone Manager

2. On the Telephony page, you can do any of the following:

Click the dial pad buttons for the number to call and click Call.

Click the customized button to execute its assigned function.

Click the desired button to assign, modify, or remove the button name and functions, as needed.

Refer to the section on Modifying Button Properties in this chapter for procedures in defining, editing, and removing button properties.



On the Telephony page, the agent can perform the following actions.

How to… Actions

Make a call Click the numbers on the dial pad or the assigned Call button on the keypad. Click Send.

Define the button properties

Use the Button Properties dialog box to assign button function based on the category of operations such as Telephony, ACD, Window, or Other.

See the section on Modifying Button Properties in this chapter for the steps to use.

Edit the button properties

Use the Button Properties dialog box to change the button properties.


Clear the button properties

Right-click the button and click Clear from the pop-up menu to remove the button properties. The blank button (no caption label) will be displayed on the Telephone Manager page.

Add a new tab Use the Insert function to add a new tab in Telephone Manager.

Refer to the section on Editing Tabs in Telephone Manager in this chapter for the procedure.

Rename a tab Use the Rename function to change a tab name in Telephone Manager.


Note that the Telephony tab cannot be removed from Telephone Manager; however, the tab name can be changed.



Modifying Button Properties 1. On the Telephony page (or Windows page, as the case may be), right-

click the desired button and click Properties from the pop-up menu.

Figure 2-40: Button Properties Pop-up Menu

The Button Properties dialog box appears.

Figure 2-41: Button Properties Dialog Box

2. On the Button Properties dialog box, assign or modify the button functions as described in the following procedures:

Defining Button Properties

Editing Button Properties

Removing Button Properties



Defining Button Properties

1. On the Button Properties dialog box, assign the button functions:

Caption: Enter an appropriate caption label or name for the button. It is good practice to give a name that reflects the function and parameters assigned to the button.

Category: Select one of four category of operations from the drop-down list—Telephony, ACD, Window, Other.

Figure 2-42 Caption and Category of Operations for Button Properties

Function: Select the function to assign to the button from the drop-down list, similar to the example below. Available functions to assign to buttons are based on the selected category of operations.

For example, select the Single Step Transfer for Telephony operation to assign the button.

Figure 2-43: Example of Button Functions



2. If the selected button function requires setup, the Setup button on the Button Properties dialog box becomes active.

In the example, click Setup. The Single Step Transfer – Setup dialog box appears.

Figure 2-44: Example of Single Step - Setup Dialog Box

3. Enter a destination number to assign to the button or select a number from the drop-down list of recently dialed numbers. Click OK.

4. Click OK on the Button Properties dialog box to save the properties assigned to the new button.

The new button caption or name should appear on the Telephony page (or Windows page as the case may be). The button will function based on the assigned properties.

Figure 2-45: Example of New Button

For more information on setting up the toolbar operations and assigning button functions, refer to the specific sections in Chapter 2: Agent Toolbar Operations.



Editing Button Properties

1. On the Button Properties dialog box, modify the button functions as needed for the following parameters:

Caption: Modify the caption label or button name.

Category: Select a category from the drop-down list.

Function: Select a specific function from the drop-down list.

2. Click OK to save the changes.

On the Button Properties dialog box, the modified button should display the new caption or button name.

Removing Button Properties

On the selected tab in Telephone Manager, for example, Telephony or Windows, right-click the button and click Clear from the pop-up menu.

The button properties including Caption, Category, and Function, are removed and the button will be displayed blank on the Telephone Manager page.

Using Windows in Telephone Manager The Windows page in Telephone Manager contains 20 buttons that can be assigned and customized for specific functions based on available Windows category of operations in the Contact Center.

It is good practice to assign buttons with specific functions based on the selected category of toolbar operations, rather than a mix of functions from various categories, for ease-of-use and reference.

Refer to the specific sections in Chapter 2: Agent Toolbar Operations for more information on the different categories of functional buttons for Telephony, ACD, Window, and Other Contact Center operations.

1. Click the Telephone Manager button on the Agent Toolbar display to access Telephone Manager.

If Telephone Manager is already active, simply click the Windows tab and proceed to Step #3.

2. On the Telephone Manager page, click the Windows tab.



3. On the Windows page, click the desired button to assign, clear, or rename button properties, as needed.

See the section on Modifying Button Properties presented in the previous section for the procedures.

On the Windows page, the agent can perform the following actions.

How to… Actions

Define the button properties

Use the Button Properties dialog box to assign the button’s functions based on the category of operations such as Telephony, ACD, Window, or Other.


Edit the button properties

Use the Button Properties dialog box to change the button’s properties.

See the section on Modifying Button Properties in this chapter for the procedure.

Clear the button properties

Right-click the button and click Clear from the pop-up menu to remove the button properties. The blank button (no caption label) will be displayed on the Telephone Manager page.

Add a new tab Use the Insert function to add a new tab in Telephone Manager.

Refer to the section on Editing Tabs in Telephone Manager in this chapter for the steps to use.

Rename a tab Use the Rename function to change a tab name in Telephone Manager.




Remove a tab Use the Remove function to delete a tab from

Telephone Manager.


The Telephony tab cannot be removed from Telephone Manager. All other tabs that are defined in Telephone Manager can be removed.

Editing Tabs in Telephone Manager In Telephone Manager, the agent can define new tabs for toolbar operations in addition to the Telephony and Windows tabs, such as ACD and Other operations.

Procedures for editing the Telephone Manager tabs are described in the following sections:

• Adding Tabs

• Renaming Tabs

• Removing Tabs

Adding Tabs

Agents can add ACD and Other operational tabs in Telephone Manager.

1. Click the Telephone Manager button on the Agent Toolbar display to access Telephone Manager, if not currently open.

2. On the Telephone Manager page, right-click the existing tab where the new tab will be inserted.



3. Select Insert from the pop-up menu.

Figure 2-46: Example in Adding Tabs

The Insert Page dialog box appears.

Figure 2-47: Insert Page for Adding Tab

4. In the New Name: data field, enter the name of the new tab. For example, enter the name ACD, to reflect ACD functions.

5. Click OK to save the new tab.



The new tab is inserted to the right of the selected tab in Telephone Manager. The new tab contains 20 non-captioned buttons by default, similar to the example.

Figure 2-48: New Tab in Telephone Manager

6. On the current Telephone Manager page, assign or edit button functions as needed.

Refer to the section on Modifying Button Properties for the procedure.

Renaming Tabs

1. Click the Telephone Manager button on the Agent Toolbar display to access Telephone Manager, if not currently open.

2. On the Telephone Manager page, right-click the specific tab to rename.

3. Select Rename from the pop-up menu.

The Rename Page dialog box appears.

Figure 2-49: Rename Page for Renaming Tab

4. On the New Name: data field, enter a new name for the tab.



5. Click OK.

The new tab name appears on the Telephone Manager window.

Removing Tabs

1. Click the Telephone Manager button on the Agent Toolbar display to access Telephone Manager, if not currently active.

2. On the Telephone Manager page, right-click the specific tab and select Remove from the pop-up menu.

The Confirm Removing dialog box appears.

Figure 2-50: Confirm Removing a Tab

3. Click OK on the dialog box to confirm deletion.

The tab is removed from Telephone Manager. Note that all associated button properties for that page are lost.

Chat The Chat feature is available only in the Contact Center/Enterprise Contact Center (CC/ECC) editions. Agents can have multiple chat sessions open concurrently.

Chat sessions are initiated through requests coming from a chat Web browser at the agent’s CC/ECC site. At the customer’s end, a customer will click a Chat button on the CC/ECC Web browser to open a chat window while waiting for an agent to respond. At the agent’s end, a chat window opens allowing the agent to start the chat session.

Contact Center/Enterprise Contact Center supports the following chat services:

• Chat conversation – Customers browsing the company (agent’s) Web site can initiate a chat session with a live agent.

• Simultaneous browsing – allows agents and customers to share and browse URL pages at the same time during a chat session. Customers should have permission to access the URL pages.



• Web callback – Customers can leave telephony callback information and the CC/ECC will initiate the telephone call with an available agent.

The Contact Center/Enterprise Contact Center software CD includes the Chat Tool Kit. Refer to the Chat Tool Kit for information in setting up the Chat feature.

Contact Center/Enterprise Contact Center provides a feature for creating a set of frequently used responses for chat calls. The CC/ECC administrator can create three types of responses in text, URL, and file formats. The set of responses are displayed on the Chat page in tree format during the chat session. The agent can select the appropriate response on the chat response tree and quickly send to the customer during on-going chat session.

Using the Chat Page The Chat page consists of the following sections.

Conversation area Shows a detailed transcript of the ongoing chat call. • Name of the active party appears automatically at

the beginning of the message line as the party types the message.

• Text message is displayed as it is typed. • URL address is displayed for Internet pages.

Chat transcript is saved in the system. The Agent can share and send a transcript of the chat to the caller, if required.

Text area Type text messages and URL addresses in this area.

Responses tree area A list of predefined responses is available on the left side of the Chat page for the agent’s use.

The agent can perform the following actions on the Chat page.

Send text messages to customer

Click the button to send text messages to the caller. A transcript of the message is saved in the system.

Send URL to customer

Click the button to send the URL, as typed in the text area, to the caller. The URL is added to the transcript and the agent browser shows the URL page.



Disconnect chat contact Click the button to terminate the chat contact and

close the page.

Suspend the link between the customer’s browser and the agent’s browser

Click the button to enable the agent to browse and change Internet pages without affecting the customer’s browser. For instance, the agent can browse through the company’s price list without the customer seeing the agent’s Web page.

Restore the link between the customer’s browser and the agent’s browser

Click the button to restore a suspended link. The agent’s browser displays the page that is currently viewed by the customer.

View the simultaneous browsing link status

Indicates if the link has been suspended (Suspended Link) or remains active (Restore Link with customer).



Other Operations The Other category of operations includes running an external application in the Contact Center and NetMeeting.

1. On the Setup Toolbar window, select the buttons for Other operations to include in the Agent Toolbar display.

Figure 2-51: Setup Toolbar for Other Operations

2. Select the button and drag-and-drop on the Agent Toolbar display.

Execute an application. Run an external application.

NetMeeting.



See the next section on Setting Up External Application for the specific procedure.

Setting Up External Application

1. Click Setup on the Agent Toolbar display, if Setup Toolbar is not currently open.

2. On the Toolbar → Category pane, select Other.

3. Click and hold the Execute an Application button, and drag-and-drop in the Agent Toolbar display.

The Execute Program Setup dialog box appears.

Figure 2-52: Execute Program Setup for an Application

Click Cancel to cancel the program setup and add the button on the Agent Toolbar display without executing the application.

Proceed to Step #4 to continue the program setup to execute the application.

4. In the Execute Program Setup dialog box, enter the information for the following parameters to setup the application.



Program

1) Click the ellipsis (…) button. The Select File dialog box appears, similar to the example.

Figure 2-53: Example of Select File Dialog Box

2) On the Select File dialog box, select the folder where the application is located in the Look in: drop-down list.

3) Click the application file name on the display pane. The application name is entered in the File name: field.

4) Click Open. The directory path for the application is entered in the Program field in the Execute Program Setup dialog box.

Working Directory – If required by the selected application, set up the working directory in one of two ways.

Select the ellipsis (…) button if enabled to select a working directory for the selected application.

Alternatively, type in a working directory for the selected application.

Parameters – If required by the selected application, type in the command line parameters to use in running the selected application.

5. Click OK.

The application executes the way it is programmed.

The program setup for a selected application is not saved. It is a one-time setup and the program executes at run-time by clicking the OK button on the Execute Program Setup dialog box.


Chapter 3 Agent Toolbar Features

This section describes other features and functionalities of the Agent Toolbar application.

Setup Features The Setup features allow customizing the Agent Toolbar including the toolbar buttons and personal settings for an agent’s Agent Toolbar.

The CC/ECC administrator can configure one Agent Toolbar at an agent’s station. Agent Toolbar settings are written to the server in the Etas.ini file. These settings can be copied to other agent files. Each agent will have the same configuration on their initial login.

Once an agent has logged in, the Agent Toolbar is displayed with the initial configuration settings defined by the CC/ECC administrator in the Etas.ini file. After the first login, the agent can customize the Agent Toolbar display by using the Setup feature for adding, removing, and arranging buttons.

Setup provides the following functionalities enabling the agent to define personal settings and customizing buttons in the Agent Toolbar display..

• Toolbar – provides various functional buttons for Telephony, ACD, Window, and Other operations, including the layout and arrangement of buttons on the Agent Toolbar display. Accessing the Setup feature opens the Toolbar page by default.

• Personal Settings – include parameters for personalizing the way the Agent Toolbar will be used and displayed for a specific agent.

• Extension/Address – enables setting up the extension number of the agent’s station, and specifying the Email address and server address.

• Ring – allows customizing ring options, ring alert, and ring tones for incoming contacts by voice, email, or chat.



Refer to the section on Using Setup in Chapter 2: Agent Toolbar Operations for the procedures in customizing the toolbar display and adding buttons.

Call Properties Call Properties are available in the Calls Status window for calls handled by the agent. The agent can use the Call Properties dialog box to review the nature of the call and add notes about the call.

Refer to the section on Calls Status in Chapter 2: Agent Toolbar Operations for information on the Calls Status feature.

Viewing Call Properties

1. On the Calls Status page, click the Call Properties icon on the toolbar above the column headers.

The Call Properties dialog box opens, similar to the example.

Figure 3-1: Sample Call Properties

2. Click OK to close the dialog box.



Adding Notes to Call Properties

1. On the Calls Status page, click the Call Properties icon on the toolbar above the column headers, if the Call Properties dialog box is not open.

The Call Properties dialog box opens, similar to the example above.

2. In the Notes field, type the information or note about the call, as needed.

3. Click OK to close the dialog box.

Notes are not saved in the Agent Toolbar when the application closes.

Callback Callback is an option for returning calls automatically when calls are abandoned by customers. The Callback feature in the Contact Center/Enterprise Contact Center editions offers customers an alternative from waiting in queue when agents are busy.

The Callback feature requires the use of scripts for capturing customer information by allowing the customer to enter information, verifying the customer information, and returning announcements. Callback is set up by the CC/ECC administrator by creating callback scripts, configuring outbound parameters, and defining the services for callback including abandoned calls for callback. The callback script can run from an announcement in queue or menu options, and can be set up for automatic callback. During callback, the system captures an agent that logs into a designated callback group and connects the outgoing call.

For more information on Callback, refer to the Contact Center/ Enterprise Contact Center Administration Guide.



Outbound Call During an outbound call, the Outbound Callback Confirmation dialog box displays the call details the agent can use for deciding whether to accept or reject the call.

Figure 3-2: Example of Outbound Callback Confirmation

Callback Confirmation Parameters

Destination Number

Number that the system is about to dial.

Customer Number

Displays the required call profile for Customer Number. For this field to contain information, the following conditions apply: • The Customer Number field should be filled in while

the outbound call was created. • For abandoned and callback calls, this field should be

filled in during the handling of the incoming call. • For dial lists, Customer Number is fetched from the

external database and stored in this field.



Customer Name Displays the required call profile field for Customer

Name. For this field to contain information, the following conditions apply: • The Customer Name field should be filled in while

the outbound call was created. • For abandoned and callback calls, this field should be

filled in during the handling of the incoming call. • For dial lists, Customer Name is fetched from the

external database and stored in this field.

Response countdown

Shows the remaining time (in seconds) for the agent to respond to the callback request. The agent should accept or reject the call within a predefined time. If the agent did not accept or reject within the predefined time, the system will behave as if the agent decided to reject the call.

Yes Accept the callback call. The system will immediately start dialing the outbound number.

No Reject the callback call. The agent is forced released and the system will offer the call to the next available agent.

Call profile is attached to each call in the system and captured using callback scripts. Call profile consists of dynamic information that is used to route the call and provide relevant history. Information is updated as the call moves through the system. Call profile fields are set up in two ways—required fields that are predefined in the Contact Center system or optional fields defined by the CC/ECC administrator during setup as user fields. Call profile fields can be different on each installation.

For instance, ANI information is recorded when the call enters from the PSTN and the caller may add more information using IVR menus.

ANI – Automatic Number Identification (ANI) II digits refers to two-digit pairs sent with the originating telephone number for signaling and identifies the type of originating station.

IVR – Interactive Voice Response is a phone technology that enables a computer system to detect voice and touch tones in a normal phone call.



Defining Columns New columns can be added or modified in the Calls Status, Queue Calls, and Agent Log windows. The column properties determine the type of information to be captured about calls handled by the agent.

See the sections on Calls Status, Queue Calls, and Agent Log in Chapter 2: Agent Toolbar Operations for information about using these features.

Procedures for working with Agent Toolbar columns are described in the following sections:

• Adding New Columns

• Removing Columns

Adding New Columns New columns can be defined for capturing additional information about calls handled by the agent. The column properties determine the type of information to be captured in the Calls Status, Queue Calls, or Agent Log windows.

1. On the Calls Status, Queue Calls, or Agent Log windows, as the case may be, right-click a column to where the new column will be inserted and click Insert Column from the pop-up menu.

2. On the Insert Column dialog box, as shown in the example, define the parameters for the new column.

Column: Select a column type for the new column from the drop-down list.

For example, the following column names can be used to specify the information to capture on Calls Status, Queue Calls, or Agent Log.

Figure 3-3: Column Names



Header: The header default is the same as the column type. This can be changed.

Alignment: Select Left, Center, or Right alignment from the drop-down list.

Width: The default is 100. This can be changed.

Figure 3-4: Insert Column

3. Click OK.

The new column will be inserted to the left of the selected column when the Insert Column command was started.

The new column will be inserted to the right if the last column was selected when the Insert Column command was started.

Removing Columns To remove a column on the Calls Status page, right-click on the column header and click Delete Column from the pop-up menu.

Desktop Wall Board Desktop Wall Board enables CC/ECC supervisors to send information or pop-up messages to groups of agents instantly or as needed. Wall Board messages can be displayed on the agent desktop or specially designed reader boards.

Two types of messages can be defined for the Desktop Wall Board:

• Scenarios – This type of messages is displayed continuously on the Desktop Wall Board until the CC/ECC supervisor removes the messages from the Wall Board application. Scenarios are displayed continuously and updated online. The CC/ECC supervisor defines the length of time for displaying scenarios. Messages are stored in a Message Library.



• Pop-up – This type of messages are set up at specific times for a defined period and displayed instantaneously on the agent desktop. Pop-up messages can be added to a scenario or created separately in the Wall Board application.

Using the Desktop Wall Board 1. Add a Desktop Wall Board button on the Agent Toolbar display if it

is not available. (Select Setup → Window → drag-and-drop a Desktop Wall Board button to the Agent Toolbar display.)

Refer to the section on Setup Toolbar in Chapter 2: Agent Toolbar Operations for procedures in customizing the toolbar display and adding buttons.

2. On the Agent Toolbar display, verify that agent is in login state as

indicated by the Login Primary ACD Groups button.

If the Logout Primary ACD Groups button is active, this indicates logout state. Click this button to get the agent into login state.

Remember that the Login/Logout Primary Groups button is a toggle button.

3. On the Agent Toolbar display, click the Desktop Wall Board button to display instant messages.

Figure 3-5: Example of Desktop Wall Board



Summary of Fields for Agent Use This table provides a summary of fields available for the agent’s use in the Agent Toolbar application.

Column Name Description of the column.

ACD Group The ACD group to which the call belongs.

Called The extension the call is going to (your phone number).

Calling Caller phone number (if available).

Elapsed Time in the current state.

Last Redirection Refers to the device that re-routed the call. For example, if a call that entered IRN 6020 was routed to music, the last redirection will be IRN 6020. If the call is then routed from music to an IVR port, the last re-direction will be music.

Originally Called Number that was originally called. In the above example on Last Redirection, the Originally Called number refers to the IRN.

Time Time when the ACD contact started ringing on the agent phone. The time is set to system clock on the agent computer.

Trunk Refers to the trunk where the call entered via this trunk.

ACD Enter Date Refers to the date the contact entered.

ACD Enter Time Refers to the time the contact entered.

ACD Q Time For queue calls, this is the time the call is queued in this specific group.

Caller Name Refers to the customer that sent the call, if the customer name currently exists in the system.

DNIS Refers to the DNIS number that is a series of digits identifying the number dialed by the caller.

ANI The ANI number or Caller ID that is a series of digits identifying the caller.

Priority Priority level assigned to this contact. A priority level is assigned to each contact on a scale of 1 to 100, where the number 100 is the highest priority.

Q position Sequential number of the contact in the queue.



Service Specific service required by the caller; for example, sales

of specific products or specific banking services. Service identifies the type of call that is routed to the appropriate agent.

Creation Time Refers to the time the call started ringing on the agent phone.

Deletion Time Refers to the time the contact left the agent phone, either on disconnect or going to another destination.

State Refers to the current state of the call or the agent.

Last State Refers to the last state before the call left the agent phone that is relevant to the Agent Log.

Waiting Time Wait time in queue.

Average Q Time Estimated time the caller should be answered

Call Back Destination

Refers to the number the caller entered as the callback destination.

Call Back Time Refers to the time the caller entered as the required callback time.

Customer Name Refers to the customer name that exists in the customer table.

Customer Number

Refers to the customer number that exists in the customer table.

Dial List ID Dial list name.

Language Refers to the language the caller will hear in announcement.

Media Defines the media type for the call: voice, chat, or email.

Session ID Defines the chat session ID.

Start Q Time Refers to the time the contact entered the queue.

Type Specifies if the contact is Inbound or Outbound.

Email Enter OMS Date

Refers to the date the email contact entered the Organizational Mail Server (OMS).

Email Enter OMS Time

Refers to the time the email contact entered the Organizational Mail Server (OMS).

Email Sent Date Refers to the date when the customer sent the email.

Email Sent Time Refers to the time when the customer sent the email.

Email From Refers to the customer’s or sender’s email address.



Email To Refers to the email address where the customer sent the email.

Email Subject Refers to the subject of the email message.


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Copyright © 2011 ShoreTel. All rights reserved. The ShoreTel logo, ShoreTel, ShoreCare, ShoreGear, ShoreWare, ShorePhone and ControlPoint are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. Part #850-1302-01/1.11

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