cisco ip phone agent 6.0 user guide€¦ · 29-september-04 1 cisco ip phone agent user’s guide...

Cisco IP Phone Agent User’s GuideIP Contact Center Enterprise Edition 6.0(2)September 29, 2004

Corporate HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706 USAhttp://www.cisco.comTel: 408 526-4000

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Cisco IP Phone Agent User’s GuideCopyright © 2002–2004, Cisco Systems, Inc.All rights reserved.

Contents

Cisco IP Phone Agent User’s Guide

■ Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Obtaining Documentation . . . . . . . . . . . . . . . . . . . . . . . . . .1

Cisco.com. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1

Documentation CD-ROM . . . . . . . . . . . . . . . . . . . . . . . .2

Ordering Documentation. . . . . . . . . . . . . . . . . . . . . . . . .2

Documentation Feedback . . . . . . . . . . . . . . . . . . . . . . . .2

Obtaining Technical Assistance . . . . . . . . . . . . . . . . . . . . .3

Cisco TAC Website . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Opening a TAC Case . . . . . . . . . . . . . . . . . . . . . . . . . . .3

TAC Case Priority Definitions . . . . . . . . . . . . . . . . . . . . .4

Obtaining Additional Publications and Information . . . . . .4

■ About This Document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Conventions Used. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

■ Agent States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

■ Call Flows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Call Flow Examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

A Typical Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8

Using a Reason Code . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Using Wrap-Up Data . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

■ The IP Phone Agent Screen . . . . . . . . . . . . . . . . . . . . . . . . . 11

Selecting Menu Options. . . . . . . . . . . . . . . . . . . . . . . . . . 11

Soft Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

■ Logging In . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

■ Enterprise Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

■ Skill Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

■ Changing Agent States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Changing Agent State While on a Call . . . . . . . . . . . . . . 17

■ Reason Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

■ Wrap-Up Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

■ Logging Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

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Contents

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uide
Cisco IP Phone Agent User’s G
Introduction

Cisco IP Phone Agent is a service added to your Cisco 7940 or 7960 IP phone. It allows you to do the following without using a computer:

■ Log in and log out of the Automatic Call Distributor (ACD)

■ View enterprise data when receiving a call

■ View skills statistics

■ Change your agent state

■ Enter a reason code when changing agent states

■ Enter wrap-up data after handling an ACD call

IP Phone Agent keeps track of the agent state you’re currently in and the state of your phone. It presents menus to you that display only the agent states available to you at a given time.

Obtaining Documentation

Cisco provides several ways to obtain documentation, technical assistance, and other technical resources. These sections explain how to obtain the most current technical information from Cisco Systems.

Cisco.com

You can access the most current Cisco documentation on the World Wide Web at this URL:

www.cisco.com/univercd/home/home.htm

You can access the Cisco website at this URL:

www.cisco.com

International Cisco websites can be accessed from this URL:

1

http://www.cisco.com/univercd/home/home.htm

http://www.cisco.com

Cisco IP Phone Agent User’s Guide 6.0(2)

www.cisco.com/public/countries_languages.shtml

Documentation CD-ROM

Cisco documentation and additional literature are available in a Cisco Documentation CD-ROM package, which may have shipped with your product. The Documentation CD-ROM is updated regularly and may be more current than printed documentation. The CD-ROM package is available as a single unit or through an annual or quarterly subscription.

Registered Cisco.com users can order a single Documentation CD-ROM (product number DOC-CONDOCCD=) through the Cisco Ordering tool:

www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

All users can order annual or quarterly subscriptions through the online Subscription Store:

www.cisco.com/go/subscription

Ordering Documentation

You can find instructions for ordering documentation at this URL:

www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

You can order Cisco documentation in these ways:

■ Registered Cisco.com users (Cisco direct customers) can order Cisco product documentation from the Networking Products MarketPlace:

www.cisco.com/en/US/partner/ordering/index.shtml

■ Nonregistered Cisco.com users can order documentation through a local account representative by calling Cisco Systems Corporate Headquarters (California, USA) at 408 526-7208 or, elsewhere in North America, by calling 800 553-NETS (6387).

Documentation Feedback

You can submit comments electronically on Cisco.com. On the Cisco Documentation home page, click Feedback at the top of the page.

You can send your comments in e-mail to [email protected].

You can submit comments by using the response card (if present) behind the front cover of your document or by writing to the following address:

Cisco SystemsAttn: Customer Document Ordering

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http://www.cisco.com/public/countries_languages.shtml

http://www.cisco.com/en/US/partner/ordering/ordering_place_order_ordering_tool_launch.html

http://www.cisco.com/go/subscription

http://www.cisco.com/univercd/cc/td/doc/es_inpck/pdi.htm

http://www.cisco.com/en/US/partner/ordering/index.shtml

Introduction

170 West Tasman DriveSan Jose, CA 95134-9883

We appreciate your comments.

Obtaining Technical Assistance

For all customers, partners, resellers, and distributors who hold valid Cisco service contracts, the Cisco Technical Assistance Center (TAC) provides 24-hour, award-winning technical support services, online and over the phone. Cisco.com features the Cisco TAC website as an online starting point for technical assistance.

Cisco TAC Website

The Cisco TAC website (www.cisco.com/tac) provides online documents and tools for troubleshooting and resolving technical issues with Cisco products and technologies. The Cisco TAC website is available 24 hours a day, 365 days a year.

Accessing all the tools on the Cisco TAC website requires a Cisco.com user ID and password. If you have a valid service contract but do not have a login ID or password, register at this URL:

http://tools.cisco.com/RPF/register/register.do

Opening a TAC Case

The online TAC Case Open Tool (www.cisco.com/tac/caseopen) is the fastest way to open P3 and P4 cases. (Your network is minimally impaired or you require product information). After you describe your situation, the TAC Case Open Tool automatically recommends resources for an immediate solution. If your issue is not resolved using these recommendations, your case will be assigned to a Cisco TAC engineer.

For P1 or P2 cases (your production network is down or severely degraded) or if you do not have Internet access, contact Cisco TAC by telephone. Cisco TAC engineers are assigned immediately to P1 and P2 cases to help keep your business operations running smoothly.

To open a case by telephone, use one of the following numbers:

Asia-Pacific: +61 2 8446 7411 (Australia: 1 800 805 227) EMEA: +32 2 704 55 55 USA: 1 800 553-2447

For a complete listing of Cisco TAC contacts, go to this URL:

www.cisco.com/warp/public/687/Directory/DirTAC.shtml

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http://www.cisco.com/tac

http://tools.cisco.com/RPF/register/register.do

http://www.cisco.com/tac/caseopen

http://www.cisco.com/warp/public/687/Directory/DirTAC.shtml


TAC Case Priority Definitions

To ensure that all cases are reported in a standard format, Cisco has established case priority definitions.

■ Priority 1 (P1)—Your network is “down” or there is a critical impact to your business operations. You and Cisco will commit all necessary resources around the clock to resolve the situation.

■ Priority 2 (P2)—Operation of an existing network is severely degraded, or significant aspects of your business operation are negatively affected by inadequate performance of Cisco products. You and Cisco will commit full-time resources during normal business hours to resolve the situation.

■ Priority 3 (P3)—Operational performance of your network is impaired, but most business operations remain functional. You and Cisco will commit resources during normal business hours to restore service to satisfactory levels.

■ Priority 4 (P4)—You require information or assistance with Cisco product capabilities, installation, or configuration. There is little or no effect on your business operations.

Obtaining Additional Publications and Information

Information about Cisco products, technologies, and network solutions is available from various online and printed sources.

■ The Cisco Product Catalog describes the networking products offered by Cisco Systems, as well as ordering and customer support services. Access the Cisco Product Catalog at this URL:

www.cisco.com/en/US/products/products_catalog_links_launch.html

■ Cisco Press publishes a wide range of networking publications. Cisco suggests these titles for new and experienced users: Internetworking Terms and Acronyms Dictionary, Internetworking Technology Handbook, Internetworking Troubleshooting Guide, and the Internetworking Design Guide. For current Cisco Press titles and other information, go to Cisco Press online at this URL:

www.ciscopress.com

■ Packet magazine is the Cisco quarterly publication that provides the latest networking trends, technology breakthroughs, and Cisco products and solutions to help industry professionals get the most from their networking investment. Included are networking deployment and troubleshooting tips, configuration examples, customer case studies, tutorials and training, certification information, and links to numerous in-depth online resources. You can access Packet magazine at this URL:

www.cisco.com/go/packet

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http://www.cisco.com/en/US/products/products_catalog_links_launch.html

http://www.ciscopress.com

http://www.cisco.com/go/packet

Introduction

■ iQ Magazine is the Cisco bimonthly publication that delivers the latest information about Internet business strategies for executives. You can access iQ Magazine at this URL:

www.cisco.com/go/iqmagazine

■ Internet Protocol Journal is a quarterly journal published by Cisco Systems for engineering professionals involved in designing, developing, and operating public and private internets and intranets. You can access the Internet Protocol Journal at this URL:

www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

■ Training—Cisco offers world-class networking training. Current offerings in network training are listed at this URL:

www.cisco.com/en/US/learning/index.html

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http://www.cisco.com/go/iqmagazine

http://www.cisco.com/en/US/about/ac123/ac147/about_cisco_the_internet_protocol_journal.html

http://www.cisco.com/en/US/learning/index.html


About This Document

Intended AudienceThis document is written for agents who will be using the IP Phone Agent service on their IP phones when handling customer calls.

Conventions UsedIn this document, buttons you press or menu options you choose on your IP phone are bolded. For instance,

■ Press the Services button to display the Services menu on the screen of your IP phone.

■ Choose IP Phone Agent from the menu.

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Agent States

Agent States

The available agent states in IP Phone Agent are:

Table 1. Agent states.

State Description

Logout You are logged out of the ACD.

Not Ready You are not available to receive routed1 calls. If you receive a non-routed call you are automatically put into the Reserved and then Talking state, and returned to the previous state when the call ends.

1. A routed call is one that comes in through the ACD. A call to your direct phone number is a non-routed call, and not subject to these rules.

Ready You are available to receive routed calls. If you receive a non-routed call you are automatically put into the Reserved and then Talking state, and returned to the previous state when the call ends.

Talking You are on the phone and do not have the call on hold. This state is automatically set for you by the ACD and does not appear on a menu.

Work Ready You are completing work from a previous call and, when finished, will be available to receive routed calls.

Work Not Ready You are completing work from a previous call and, when finished, will not be available to receive routed calls.

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Call Flows

Call Flow ExamplesThe following are examples of how typical situations can be handled using IP Phone Agent in its default configuration.

A Typical Call

This example assumes that you have already logged into the ACD and are in the Ready state, available to receive a call.

1. A call is routed to you by the ACD.

Your IP phone rings and displays information about the incoming call on the Enterprise Data screen.

2. You answer the phone.

Your IP phone displays the Enterprise Data screen again.

As you handle the call, you determine that you will need to do some follow-up work after the call terminates.

3. Before hanging up, you change your agent state.

To change your agent state, you press the Services button on your phone, then select IP Phone Agent, and then choose the Work Ready state from the menu.

4. The call ends and you hang up.

To redisplay the IP Phone Agent screen with your current Work state showing, you press the Services button, and then select IP Phone Agent from the menu.

5. You perform your after-call work.

The ACD will not send you any more calls until you set your status to Ready.

6. When you’re finished with your after-call work, you change your agent state to Ready.

To change your agent state to Ready, you choose Ready from the menu.

7. You receive a new call.

At any time while you are logged in, you can select Stats to view your skills statistics.

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Call Flows

Using a Reason Code

In this example, you’re handling a call but you are scheduled to take a break as soon as the call terminates. Your system administrator has configured IP Phone Agent to require the use of reason codes.





3. As you handle the call, you keep in mind that your next agent state is Not Ready because you are scheduled for a break.

4. Before you hang up, you change your agent state to Not Ready.

To change your agent state, you press the Services button on your phone, then select IP Phone Agent, and then choose the Not Ready state from the menu. IP Phone Agent displays the Reason Code screen.

5. You select the appropriate reason code from the menu to explain why you’re changing to the Not Ready state.


IP Phone Agent shows your current agent state as Not Ready and does not route any calls to you until you come back from break and set your state to Ready.

Using Wrap-Up Data

In this example, your system administrator has configured IP Phone Agent to require that you enter wrap-up data at the end of a routed call.





3. You handle the call. Before hanging up, you change your agent state to Work Ready or Work Not Ready.

To change your agent state, you press the Services button on your phone, then select IP Phone Agent, and then choose the Work Not Ready or Work Ready state from the menu.


IP Phone Agent displays the Wrap-Up Data screen.

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5. You select the appropriate wrap-up data from the menu.

The IP phone shows that the wrap-up data was successfully sent.

6. You press the Services button to clear the screen.

You are now in the Work Ready or Work Not Ready agetn state. If your system administrator has enabled automatic state transition, you will automatically change to the Ready or Not Ready state once the wrap-up data is sent.

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The IP Phone Agent Screen

The IP Phone Agent Screen

You access the IP Phone Agent screen by pressing the Services button on your IP phone. The only screen that requires data entry is the login screen; all other screens use selection menus.

NOTE: See your IP phone documentation for explanations of your phone’s functions and features.

Selecting Menu OptionsTo select menu options on any IP Phone Agent screen, you may use either of two methods:

1. Use the scroll key to highlight the menu option you want, then press the Select soft key.

2. Enter the desired menu option’s menu number on the number pad.

Soft KeysEach screen displays specific soft keys. Keys you will see are:

Table 2. Soft keys.

Soft key Description

<< Deletes an entry backward, one character at a time.

Cancel Cancels the current screen and returns you to the previous screen.

Exit Exits the current screen and displays the Agent State screen (if you are logged in) or the Login screen (if you are logged out).

Select Activates the option you have highlighted on the screen.

Stats Displays the skills statistics for the current session.

Submit The equivalent of the computer “Enter” key, this key submits the data on the screen to the ACD server. Used only when logging into the ACD server.

Update Updates the skills statistics.

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Logging In

Logging in is the only task in IP Phone Agent that requires you to enter data.

To log in:

1. Press the Services button on your IP phone.

The screen of your IP phone displays the Services menu. (See Figure 1.)

Figure 1. The IP Phone Agent initial menu. Your menu may differ.

2. Choose IP Phone Agent from the menu.

The IP Agent Login screen is displayed. (See Figure 2.)

NOTE: Your display may differ from this display, depending on how your IP phone was set up by your system administrator.

14:23 12/17/02 2101

SERVICES1 IP PHONE AGENT

Make Your Selection...Select Exit

Time and date

Screen title

Menu option

Soft key definitions

Primary extension

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Logging In

Figure 2. IP Agent Login screen.

3. Using the number pad on your IP phone, enter your agent ID, password, and phone extension in the appropriate fields.

Use the scroll key to move from field to field. If you make a mistake, use the << soft key to delete your entries one character at a time.

NOTE: The IP Phone Agent Login Screen is configured to accept both letters and numbers. When you press a number key, a menu appears that shows that number and its corresponding letters. (For example, if you press the 4 key, you see a menu that includes g, h, i, 4, G, H, and I.) Press the number key until you highlight the correct character. When you stop pressing the key, your choice appears in the field.

4. Press the Submit soft key to log in.

You are now logged into the ACD. You are automatically set in the Not Ready agent state.

14:23 12/17/02 2101

IP Agent Login

Enter agent information.Submit Cancel

Agent ID:

Password:

Agent Ext:

<<

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Enterprise Data

Your system administrator can configure the IP Phone Agent service to display enterprise data in the Caller Data window (see Figure 3). This data can be displayed at various times, depending on how it is configured:

■ When the phone rings

■ When you answer the phone

■ Both when the phone rings and when you answer the phone (default)

■ Never displayed

The data displayed in this window is determined by the system administrator.

NOTE: Once you move past the Caller Data window, it cannot be redisplayed for the current call.

Figure 3. Caller Data window. Your data may differ.

14:23 12/17/02 2101

Caller DataLayout: Default

Agent State: ReservedUpdate Exit

DNIS: 2101

Stats

ANI: 2301

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Skill Statistics

Skill Statistics

Skill statistics are available for viewing whenever you are logged into IP Phone Agent.

To access the skill statistics:

■ Press the Stats soft key to display the Skill Stats window (see Figure 4).

Figure 4. Skill Stats window (default view).

The default view displays the Queue, CIQ, and LQT fields. There are eight possible statistics that can be displayed for each skill, but only a maximum of two can be displayed at any time. The display is configured by your system administrator.

The statistics that can be displayed are listed in Table 3.

Table 3. Available Skill Stats statistics.

Statistic Description

ACT Average call time.

AWT Average wait time.

CH Number of calls handled by agents in the queue today.

CIQ Number of calls currently in queue.

CT Number of calls queued today.

14:23 12/17/02 2101

Skill Stats

Agent State: TalkingUpdate Exit

Skill9555 2 00:06:16Skill9554 3 00:05:20

Queue CIQ LQT

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Refresh Rate. The Skill Stats window is automatically refreshed every fifteen seconds (default refresh interval). This default interval can be changed by the system administrator.

You can also refresh the statistics manually by pressing the Update soft key.

LOGD ON Number of agents currently logged on.

LQT Longest time spent by a call in queue.

MWT Maximum wait time.

Table 3. Available Skill Stats statistics. — Continued

Statistic Description

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Changing Agent States

Changing Agent States

You change agent state by selecting the appropriate state from the IP Phone Agent menu. (See Figure 5.) The menu you see displays only the states available from your current state.

Figure 5. Initial IP Phone Agent screen after logging in.

To change agent state:

■ Choose the appropriate agent state from the menu.

Your current agent state is always noted on the bottom line of the IP Phone Agent screen.

Changing Agent State While on a CallWhen you answer a call, the IP Phone Agent screen displays call information. This screen displays the number from which the incoming call is made, and shows a timer that measures the duration of the call.

To change your agent state while on the call, redisplay the IP Phone Agent screen, and then change the agent state.

To redisplay the IP Phone Agent screen and change your agent state:

1. Press the Services button on your IP phone.

The Services menu appears.

14:23 12/17/02 2101

Agent: 70011 Logout

Agent State: Not ReadySelect Exit

2 Ready

Options available in the current agent state

Current agent state Stats

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2. Choose IP Phone Agent from the menu.

The Agent state menu appears.

3. Select the appropriate agent state (see Figure 6).

NOTE: When you change agent state while on a call, the agent state shown on the screen does not change. Your screen continues to show Talking as your state, even after you terminate the call. To display the correct agent state after terminating a call, press the Services button, then select IP Phone Agent to redisplay the IP Phone Agent screen.

Figure 6. Agent state screen while on a call.

14:23 12/17/02 2101

Agent: 70011 Work Not Ready

Agent State: Talking

2 Work Ready

3 Not Ready

Select ExitStats

4 Ready

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Reason Codes

Reason Codes

IP Phone Agent can be configured by the system administrator so that you are required to enter descriptive reason codes when you change to the Not Ready agent state or log out. These codes are set up by your system administrator and are customized for your contact center.

If reason codes are enabled, whenever you change to the Not Ready state or log out, you are prompted to enter a reason code.

To enter a reason code:

■ Choose the appropriate reason code from the menu. (See Figure 7.)

Figure 7. Sample reason code screen. Your reason codes may differ.

14:23 12/17/02 2101

Agent: 70011 Break

Agent State: Not Ready

2 Paperwork

Reasons for transitioning to the Not Ready state

Select ExitStats

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Wrap-Up Data

IP Phone Agent can be configured by the system administrator so that you are required to enter wrap-up data when you change to the Work Ready or Work Not Ready state. The wrap-up data are set up by your system administrator and are customized for your work group.

Wrap-up data are descriptions used by contact centers for purposes such as tracking the frequency of different activities or identifying the account to which to charge a call.

If wrap-up data is enabled, whenever you change your state to Work Ready or Work Not Ready during a routed call, you are prompted to enter wrap-up data after the call ends.

To enter wrap-up data:

■ Choose the appropriate wrap-up data from the menu.

Figure 8. Sample wrap-up data screen. Your wrap-up data may differ.

14:23 07/10/01 2101

Agent: 70011 Update customer record

Agent State: Not Ready

2 Log customer call

Select ExitStats

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Logging Out

Logging Out

You can log out only from the Not Ready agent state.

To log out:

1. Change to the Not Ready agent state.

2. Choose Logout from the menu on your IP phone.

If your system is configured to require reason codes, the reason code menu appears.

3. Choose the appropriate reason code.

IP Phone Agent returns to the Login screen.

You are now logged out of the ACD.

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