Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent on Alcatel-Lucent 8 and 9 Series Sets
Phone Guide R10.0
Legal notice:
Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of
Alcatel-Lucent. All other trademarks are the property of their respective
owners.
The information presented is subject to change without notice.
Alcatel-Lucent assumes no responsibility for inaccuracies contained herein.
Copyright © 2012 Alcatel-Lucent. All rights reserved.
The CE mark indicates that this product conforms to the following Council
Directives:
- 2004/108/EC (concerning electro-magnetic compatibility)
- 2006/95/EC (concerning electrical safety)
- 1999/5/EC (R&TTE)
Chapter 1
General
Overview .................................................................................................... 1.1
Using Function and Navigation Keys ............................................. 1.1
Using Softkeys ........................................................................................ 1.2
Using Programmable Keys ................................................................. 1.3
Chapter 2
Set Log On
Overview .................................................................................................... 2.1
Logon without Identification (Fixed Agent) .................................. 2.1
Ordinary Agent .............................................................................................. 2.1
Self-Assignable Agent ................................................................................... 2.4
Logon with Identification (Mobile Agent) ...................................... 2.7
Activating Headset Function on Logon ......................................... 2.9
Chapter 3
Idle Set
0-1
Overview .................................................................................................... 3.1
Viewing the State of your Set ............................................................ 3.2
Business State ............................................................................................... 3.2
Private Info .................................................................................................... 3.2
Queue Supervision on LED ................................................................ 3.2
Temporary Unavailability .................................................................... 3.2
Manual Wrap-Up ..................................................................................... 3.4
Supervisor Call ........................................................................................ 3.6
Information on Queued Calls ............................................................. 3.9
Agent Welcome Guide ......................................................................... 3.10
Activating/Deactivating ISM Skills .................................................. 3.11
Activating/Deactivating Skill by Skill .............................................................3.12
Activating/Deactivating of all the Skills .........................................................3.13
Headset Function .................................................................................. 3.15
Pilot General Forwarding ................................................................... 3.15
Activating General Forwarding .....................................................................3.15
Cancelling General Forwarding ....................................................................3.18
Manual Closing/Opening of a Group .............................................. 3.20
Manual Closing of a Group ...........................................................................3.20
Manual Opening of a Group .........................................................................3.21
Chapter 4
Ringing Set
0-2
Overview .................................................................................................... 4.1
CC call ........................................................................................................ 4.1
Direct CC Call .......................................................................................... 4.2
Private Call ............................................................................................... 4.2
Call Forwarded to a Pilot ..................................................................... 4.3
Transfer to a Pilot ................................................................................... 4.3
Chapter 5
Set in Communication
Overview .................................................................................................... 5.1
Request for Supervisor Help .............................................................. 5.2
Conversation Recording ...................................................................... 5.5
Supervisor Direct Call .......................................................................... 5.5
Chapter 6
Set in End of Communication
Transaction Code Phase ..................................................................... 6.1
Automatic Wrap-Up ............................................................................... 6.2
Pause between Calls ............................................................................. 6.3
Chapter 7
Set Log off
Chapter 8
Glossary
Definitions ................................................................................................. 8.1
Acronyms .................................................................................................. 8.1
0-3
0-4
1.1
Overview
This guide presents the Alcatel-Lucent OmniTouch Contact Center - Standard Edition features
for Alcatel-Lucent 8 series sets (4038/4068) and Alcatel-Lucent 9 series sets (4039).
All the functions described in this guide apply an agent:
-
Logged on to the CC application
-
Present in an active group
-
With a CC phone set
The Alcatel-Lucent IP Touch 4038 Phone set and the Alcatel-Lucent 4039 Digital Phone set
support a graphical display black and white with four grey levels.
The Alcatel-Lucent IP Touch 4068 Phone set supports a graphical display with 4096 colors.
This guide describes the display screens for the Alcatel-Lucent IP Touch 4068 Phone set.
For the functions displayed on screen and not described in this guide, refer to the "Business"
guides.
1.2
Using Function and Navigation Keys
Agents use three types of phone keys to perform typical CC operations:
Softkeys or dynamic keys: associated with dynamic labels that change according to the
current context.
-
Programmable keys: accessible on the set screen via the "Perso" tab. These key
functions are pre-defined by the system management and can be selected by the softkeys.
These programmable keys are also accessible on additional key modules (10-key, 14-key
or 40-key module). They are used to increase the number of programmable keys usable
on the set.
-
Navigation keys: navigation arrows (keys) are used to make selections in the functions
display.
Selections are made using the arrow keys to move up or down, left or right within the
functions display.
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-
1-1
Chapter
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1
Figure 1.1: General view
1.3
Using Softkeys
Softkeys are associated with various dynamic (context-sensitive) labels that appear on the
screen. You first select a dynamic label using the navigation arrows and then press the
associated softkey to make the final selection. Each dynamic label is associated with a
particular CC function.
Softkey Dynamic Labels
Label
1-2
Use this function to:
Unavailable
unavailable for group (agent is still available to receive internal or external personal calls)
WrapUp
perform off-line tasks (agent is not available for new calls)
Supervisor
contact the supervisor
Queue info
check queue status
LogOff
log out of system - leave group
LogOn
log on to the system - join group
Private Info
display Business information of private set
Welcome guide
manage welcome guide message
ACR manage.
activate/deactivate the ISM skills in the context of the ACR application
The softkeys access depends on the display status (current state of the set).
1.4
Using Programmable Keys
Programmable keys are pre-programmed to provide quick access to CC functions.
They are accessible via the "Perso" tab on the set screen or via additional key modules
(10-key, 14-key or 40-key module).
The functions associated with these keys are configured by the administrator to operate within
calls distribution system management. The programmable functions are shown in the following
table:
Programmable
Keys
Use this function to:
Headset
turn headset function on/off
Forward
enable/disable general forwarding of any pilot
Pilot x fwd
enable/disable general forwarding of a preselected pilot
Close/Open
manually close/open the group in which the agent is assigned
1-3
Chapter
1-4
1
2.1
Overview
The LogOn procedure will depend on the type of agent:
-
Fixed agent: agent who is associated to a specific set and can only log on to this set.
-
Mobile agent: agent who is not associated to a specific set and can log on to any set not
associated to another agent.
There are two ways that an agent can log on to the system:
-
Ordinary agent: agent who is automatically assigned to a group after logging on.
-
Self-assignable agent: agent who can select a group from a list after logging on.
2.2
Logon without Identification (Fixed Agent)
2.2.1
Ordinary Agent
Role: This function lets you log on as an agent.
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Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and associated with an agent number.
Note 1:
The "LogOn" softkey position depends on the system management. By default, the "LogOn" softkey is
position 8.
Procedure:
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1. Press the "LogOn" softkey. The following screen is displayed:
2-1
Chapter
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2
2. Enter your password.
Note 2:
This password request is required or not according to the system management.
3. Press the "Apply" softkey.
Note 3:
It is possible to activate the headset if this function is available on your set (see Activating Headset
Function on Logon ).
Results: Once the "LogOn" procedure has been accepted, the display screens depend on the
agent state:
Pre-assigned agent:
-
Agent assigned and available in an open group:
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-
2-2
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Agent assigned and unavailable for an open group:
-
Agent assigned and available in a manually closed group:
-
Agent assigned and unavailable in a manually closed group:
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-
2-3
Chapter
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2
Agent assigned and unavailable in an automatically closed group:
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-
2.2.2
Self-Assignable Agent
Role: This function lets you log on as an agent.
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Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and associated with an agent number.
2-4
Procedure:
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___change-begin___
1. Press the "LogOn" softkey. The following screen is displayed:
Note 1:
This password request is required or not according to the system management.
2. Enter your password.
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___change-begin___
3. Press the "Apply" softkey.
The following screen is displayed:
4. Enter either:
• the assigned Group (PG) number, or
• press the "List" softkey, then select the PG number that you want to join.
Note 2:
It is possible to activate the headset if this function is available on your set (see Activating Headset
Function on Logon ).
Results: Once the "LogOn" procedure has been accepted, the display screens depend on the
agent state:
Agent assigned and available in an open group:
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-
2-5
Chapter
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2
Agent assigned and unavailable for an open group:
-
Agent assigned and available in a manually closed group:
-
Agent assigned and unavailable for a manually closed group:
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___change-end___
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___change-end___
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-
2-6
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Agent assigned and unavailable for an automatically closed group:
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-
2.3
Logon with Identification (Mobile Agent)
Role: This function lets you log on as an agent.
___change-begin___
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and not associated with an agent number.
2-7
Chapter
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2
Procedure:
___change-end___
___change-begin___
1. Press the "LogOn" softkey. The following screen is displayed:
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___change-begin___
2. Enter your identification number (agent directory number). The following screen is
displayed:
Note 1:
This password request is required or not according to the system management.
3. Enter your password.
4. Press the "Apply" softkey.
Note 2:
It is possible to activate the headset if this function is available on your set (see Activating Headset
Function on Logon ).
Results: Once the "LogOn" procedure has been accepted, the display screens depend on the
agent state.
The results are the same as for the "LogOn without identification" (see Logon without
Identification (Fixed Agent) )
2-8
2.4
Activating Headset Function on Logon
Role: This function is used to activate your headset on your set.
Prerequisites: This function is accessible if your set has a programmable key with the
"Headset" function and if the agent is assigned to a group for which the "Headset mandatory"
parameter has not been validated.
___change-end___
___change-begin___
After the "logOn" procedure, the display shows:
Procedure:
To validate your "Headset" function, press the "Apply" softkey.
Note:
The "
" symbol is displayed next to the "Headset" programmed key.
Once the "Headset" procedure has been accepted, the set returns to the "LogOn" state.
2-9
Chapter
2-10
2
3.1
Overview
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When idle, the display shows, for example:
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When you press the down navigation key, the following display shows:
Softkeys
Unavailable
used to perform a temporary unavailability for group (agent is still available
to receive internal or external personal calls)
WrapUp
used to perform off-line tasks (agent is not available for new calls)
Supervisor
used to call supervisor directly
Queue info
used to display information regarding queue status
LogOff
used to log out of system - leave group
Private Info
used to consult Business information of the private set (forwards, lock/
unlock, etc.)
3-1
Chapter
3
!
Welcome guide used to access welcome guide message management
ACR manage.
used to activate or deactivate their ISM skills in the context of the ACR application
Programmable keys
Headset
used to validate the headset function on the set
Forward
used to enable/disable general forwarding of any pilot
Pilot x fwd
used to enable/disable general forwarding of a preselected pilot
Close/Open
used to manually close/open the group in which the agent is assigned
3.2
Viewing the State of your Set
3.2.1
Business State
Role: This function lets you display the Business status of the set.
Procedure: Click the "Info" tab.
Results: The display then provides all information about the facility (immediate forwarding, do
not disturb, etc.) with the highest priority amongst those active on your set.
3.2.2
Private Info
Role: This function lets you display Business information of your private set.
Procedure: Press the "Private Info" softkey.
Results: The display then provides information about the facility with the highest priority
amongst those active on your "private" set.
3.3
Queue Supervision on LED
The state of the LED of the set provides information concerning the presence of queued calls
or the saturation of one of the queues serviced by your group.
This information is as follows:
3.4
LED
orange flashing at least, one queue is saturated
LED
orange steady at least, one call is queued
LED
green flashing at least, one message (voice or text) and/or one callback request
queued on your set,
LED
off
no message and/or one callback request queued on your set, no call
queued and no queue is saturated
Temporary Unavailability
Role: This function makes you unavailable temporarily from the group.
3-2
!
Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between
calls" state.
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___change-begin___
Before the "Unavailability" procedure, the set, in Idle state for example, is as follow:
Procedure:
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___change-begin___
1. Press the "Unavailable" softkey.
Note:
Each of these softkeys represents a type of temporary unavailability taken into account at statistics
level. There are 9 different unavailability types.
2. Press the softkey that corresponds to the type of unavailability that you want your set to
assume.
___change-begin___
Results: Once the "unavailability" procedure has been accepted, the following screen is
displayed:
3-3
Chapter
!
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3
The symbol
is displayed next to the "Unavailable" softkey.
To exit from the "Unavailable" state and return to the previous state, press the "Unavailable"
softkey.
3.5
Manual Wrap-Up
Role: This function lets you carry out non telephone operations without being available for
calls.
Prerequisites: This function is accessible if your set is in "Idle" or "Pause between calls"
states.
Procedure:
The set is in Idle state.
___change-end___
___change-begin___
-
___change-begin___
1. Press the "WrapUp" softkey.
The following screen is displayed:
3-4
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!
The symbol
is displayed next to the "WrapUp" softkey.
2. To exit from the "WrapUp" state and come back to the idle state, press the "WrapUp"
softkey or wait for the end of the "WrapUp" timer.
The set is in Pause state.
___change-end___
___change-begin___
-
___change-end___
___change-begin___
1. Press the "WrapUp" softkey.
The following screen is displayed:
3-5
Chapter
3
!
The symbol
is displayed next to the "WrapUp" softkey.
2. To exit from the "WrapUp" state and come back to the Pause state, press the
"WrapUp" softkey or wait for the end of the "WrapUp" timer.
3.6
Supervisor Call
Role: This function is used to call the supervisor.
Prerequisites: This function is accessible if your set is in "Idle", "WrapUp" or "Pause between
calls" states.
Procedure:
The set is in Idle state
-
The set is in WrapUp state
-
The set is in Pause state
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___change-end___
___change-begin___
___change-end___
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-
3-6
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!
Press the "Supervisor" softkey.
The display then depends on the state of the supervisor.
Results:
If no supervisor is present, the system rejects the call and the following screen is
temporarily displayed:
-
If the supervisor is busy, the following screen is displayed and you have the choice
between several applications.
___change-begin___
___change-end___
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-
3-7
Chapter
!
___change-end___
3
Softkeys
Use this function to:
Call back
prompt the supervisor to call you back
If the supervisor is in idle state, the supervisor set is rung and the following screen is
displayed:
___change-end___
___change-begin___
-
Softkeys
Use this function to:
Call back
prompt the supervisor to call you back
LS anounce speak on the loadspeaker of the set call (set busy or not)
When the supervisor off-hooks, the following screen is displayed:
___change-end___
___change-begin___
-
3-8
Softkeys
Use this function to:
Enquiry off
make two calls (consultation call)
Record
leave a message for a supervisor
Queue info
display the calls waiting in a group
!
3.7
Information on Queued Calls
Role: This function lets you display information about Contact Center waiting in queues
serviced by the group in which you are assigned.
Prerequisites: This function is accessible if your set is in "Idle", "WrapUp" or "Pause between
calls" states.
Procedure:
The set is in Idle state
-
The set is in WrapUp state
-
The set is in Pause state
___change-begin___
___change-end___
___change-begin___
___change-end___
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-
3-9
Chapter
!
___change-end___
3
Press the "Queue info" softkey.
___change-end___
___change-begin___
Results: When the "Queue info" procedure has been accepted, the following screen is
displayed:
The meaning of the information displayed is as follows:
WAI
number of calls queued in all the queues serviced by the group
MAX
longest queue time in one of the queues serviced by the group
AVE
average queue time during a given time period in the queue containing the
call that has been queued the longest
FREE
number of agents free in the group
BUSY
number of agents busy in the group
UNAV
number of agents unavailable for the group
To exit from the "Queue info" procedure, press the "Cancel" softkey or wait for the end of the
timer.
The set returns to the previous phase (Idle, WrapUp or Pause).
3.8
3-10
Agent Welcome Guide
!
Role: This function allows you to program an agent welcome guide on your set. This guide will
be broadcast to external CC callers when your set is off hooked.
___change-end___
___change-begin___
Prerequisites: The set is in Idle state
Procedure: Press the "Welcome guide" softkey.
___change-end___
___change-begin___
Results: Once the "Welcome Guide" procedure has been accepted, the following screen is
displayed:
3.9
Softkeys
Use this function to:
Record
record the message(s) making up the agent welcome guide
Download
select the VG file for you agent welcome guide
Apply
confirm the broadcast of the agent welcome guide to external callers
Listen
hear the agent welcome guide activated on your set
Activating/Deactivating ISM Skills
This function is activated if it is managed by the system.
3-11
Chapter
3
!
Role: This function lets you activate or deactivate your ISM skills in the framework of the ACR
application.
Prerequisites: The set is in Idle state.
___change-end___
___change-begin___
Press the down navigation key. The display shows:
Figure 3.23: Idle set
3.9.1
Activating/Deactivating Skill by Skill
Procedure:
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___change-begin___
1. Press the "ACR manage." softkey. The following screen is displayed:
3-12
Softkeys
Use this function to:
Visualization
view all your skills one by one
Activate
activate all your skills
Deactivate
deactivate all your skills
Cancel
return to the previous state
!
___change-end___
___change-begin___
2. To have the list of all the skills, press the "Visualization" softkey. For example, the
following screen is displayed:
This screen displays the agent skills. Each skill consists of:
a. The activation state of the skill. A checked box indicates that the skill is activated
b. The skill number
c. The skill name
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3. To activate or deactivate a skill, press the softkey in front of the target skill. The check
box indicates skill activation.
4. Repeat step 3. to activate or deactivate the other agent skills.
5. Press
3.9.2
to return to the ACR management menu.
Activating/Deactivating of all the Skills
3-13
Chapter
3
!
Note:
Unlike selective activation/deactivation of skills, global activation/deactivation of skills is performed with
the Activate/Deactivate softkeys.
Procedure:
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1. From the screen of the "Idle set" screen (see figure: Idle set ), press the ACR manage.
softkey. The display shows:
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2. To activate all the skills of the agent, press the "Activate" or "Deactivate" softkeys.
Depending on the softkey pressed, one of the following screens is displayed:
___change-begin___
3. Press the Apply softkey. Depending on the softkey previously pressed (step 2.), the
screen displays one of the following screens:
3-14
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!
3.10
Headset Function
Role: This function is used to validate the use of a headset on your set if authorized.
Procedure: Press the "Headset" programmable key, the empty box associated with this key
becomes a checked box.
The "Mute" key (green steady LED) is used to validate or not automatic answer.
3.11
Pilot General Forwarding
3.11.1
Activating General Forwarding
Role: This function is used to activate/deactivate the general forwarding of a specific pilot or
the pilot of your choice.
The general forwarding procedure is only applicable to a pilot. All the calls coming on this pilot
are treated by the general forwarding system (a voice guide, a phone number or a call
distribution rule).
___change-begin___
a. General forwarding using the programmable key without a specific pilot number:
Prerequisites: This function is available if the set has the "Forward" programmable key.
This key is located on the "Perso" tab (or on the key additional module).
3-15
3
!
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Chapter
___change-end___
___change-begin___
Procedure: To activate pilot general forwarding:
1. Press the "Forward" programmable key.
The following screen is displayed:
___change-end___
___change-begin___
2. Enter the pilot number or press the "List" softkey to select the wanted pilot.
If the pilot number is correct, the following screen is displayed:
3. Enter your password and press the "Apply" softkey.
3-16
!
___change-end___
___change-begin___
If the password is correct, the following screen is displayed:
___change-end___
___change-begin___
4. Press "Apply" softkey to confirm activation of a pilot general forwarding.
Results: Once the "Activating general forwarding" procedure has been accepted, the
following screen is displayed:
Calls to this pilot will be switched to its general forwarding device.
At the end of the "Pilot general forwarding " procedure, the set returns to the idle state.
___change-begin___
b. General forwarding of a specific pilot using the programmable key with a specific pilot
number:
Prerequisites: This function is available if the set has the "Pilot x Fwd" programmable
key. This key is located on the "Perso" tab (or on the key additional module).
3-17
3
!
___change-end___
Chapter
Procedure: To activate general forwarding of a specific pilot:
1. Press the "Pilot x fwd" programmable key.
2. Enter your password.
3. Press the "Apply" softkey to confirm activation of this specific pilot general forwarding.
At the end of the "Pilot general forwarding " procedure, the set returns to the idle state.
3.11.2
Cancelling General Forwarding
___change-end___
___change-begin___
a. General forwarding cancellation using the programmable key without a specific pilot
number:
Procedure: To cancel general forwarding for a pilot:
1. Press the "Forward" programmable key.
The following screen is displayed:
___change-begin___
2. Enter the pilot number or press the "List" softkey to select the pilot whose you want to
cancel the general forwarding.
3-18
___change-end___
!
___change-end___
___change-begin___
3. Enter your password and press the "Apply" softkey.
If the password is correct, the following screen is displayed:
___change-end___
___change-begin___
4. Press "Apply" softkey to confirm cancellation of the pilot general forwarding.
Results: Once the "Cancelling general forwarding" procedure has been accepted, the
following screen is displayed:
At the end of the "Cancelling general forwarding " procedure, the set returns to the idle
state.
3-19
Chapter
3
!
b. General forwarding cancellation of a specific pilot using the programmable key with a
specific pilot number:
Procedure: To cancel general forwarding of a specific pilot:
1. Press the "Pilot x fwd" programmable key.
2. Enter your password.
3. Press the "Apply" softkey to confirm cancellation of this specific pilot general
forwarding.
At the end of the "Cancelling general forwarding" procedure, the set returns to the idle
state.
3.12
Manual Closing/Opening of a Group
3.12.1
Manual Closing of a Group
Role: This function lets you stop the CC calls to the group in which you are assigned.
___change-end___
___change-begin___
Prerequisites: This function is available if the set has the "PG Op/Cl" programmable key. This
key is located on the "Perso" tab (or on the key additional module).
Procedure:
___change-begin___
1. Press the "PG Op./Cl." programmable key.
The following screen is displayed:
3-20
___change-end___
!
___change-end___
___change-begin___
2. Enter your password.
The following screen is displayed:
___change-end___
___change-begin___
3. To validate the request to close the group, press the "Apply" softkey.
The following screen is displayed:
The icon associated with the "PG Op./Cl." programmable key for the group in question
becomes
.
3.12.2
Manual Opening of a Group
Role: This function lets you activate the possibilities of the CC calls to the group in which you
are assigned.
___change-begin___
Prerequisites: This function is available if the set has the "PG Op/Cl" programmable key. This
key is located on the "Perso" tab (or on the key additional module).
3-21
Chapter
!
___change-end___
3
Procedure:
___change-end___
___change-begin___
1. Press the "PG Op./Cl." programmable key.
The following screen is displayed:
___change-end___
___change-begin___
2. Enter your password.
The following screen is displayed:
3-22
!
___change-end___
___change-begin___
3. To validate the request to open the group, press the "Apply" softkey.
The following screen is displayed:
The icon associated with the "PG Op./Cl." programmable key also takes into account
automatic closing/opening of the corresponding group, handled by the system:
steady
group opened manually and automatically
steady
group closed manually and opened automatically
flash-
group opened manually and closed automatically
ing
flashing group closed manually and automatically
3-23
Chapter
3-24
3
!
4.1
Overview
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When your set rings, the display shows, for example:
The <label> display, depending on the type of call and system management, can be:
4.2
-
Caller characteristics
-
Pilot characteristics
-
Caller and pilot characteristics
-
Call tag
-
Call spent time in the CC call distribution
CC call
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Depending on the system management selected, when your set rings following a CC call, the
caller and the pilot characteristics are displayed.
The display shows, for example:
4-1
Chapter
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4
4.3
Direct CC Call
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When your set rings, the display shows:
"DIRECT CALL" means that it is a CC direct call.
4.4
Private Call
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When your set rings, the display shows:
4-2
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The <label>, depending on the selected system management can be:
4.5
-
Caller number followed by called name
-
Or caller name followed by called number
Call Forwarded to a Pilot
Depending on the selected system management, when the agent set is forwarded to a pilot,
the display shows:
4.6
-
Caller number and pilot name
-
Or caller name and pilot number
-
Or caller name
Transfer to a Pilot
Depending on the selected system management, during a call transferred to a pilot, the display
shows:
-
Caller number and pilot name
-
Or caller name and pilot number
-
Or caller name
4-3
Chapter
4-4
4
5.1
Overview
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When you are in communication, the display shows:
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When you press the down navigation key, the following display shows:
Figure 5.2: Set in communication
Note:
The softkeys position, displayed on the screen, depends on the system management.
Label
Conversation conversation
MM:SS
duration of the conversation
Softkeys
5-1
Chapter
5.2
5
"##
Enquiry call
enquiry call, conference, transfer
Help
request for supervisor help
Queue info
used to view information on the queued CC calls
Record
used to record the communication
Supervisor
used to call the supervisor directly (this label is displayed by pressing the navigation key)
Put on hold
used to activate or not the manual Hold function (this label is displayed by
pressing the navigation key)
Request for Supervisor Help
Role: This function is used, during a CC call (or external private call, if authorized), to request
supervisor help so that the supervisor can listen in and/or intervene in the conversation.
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Procedure: Press the "Help" softkey.
Results: Once the "help" procedure has been accepted, the display screens depend on the
different supervisor's states:
If the supervisor is absent, the following screen is displayed:
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-
5-2
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"##
If the supervisor is not free (help request refused), the following screen is displayed:
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-
In both cases and when the timer expires, the set returns to the " Conversation" state.
If the supervisor is free, the following screen is displayed:
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-
Depending on the system management of the supervisor set, the name or the repertory
number of the supervisor will be displayed.
Note 1:
During the "Help" request, the agent is still in conversation with the caller.
To cancel the request, press the "Cancel" softkey.
When the supervisor listens in on the conversation, the following screen is displayed:
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•
5-3
Chapter
"##
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5
When the supervisor intrudes on the conversation normally, the following screen is
displayed:
•
When the supervisor intrudes on the conversation in a restricted manner, the following
screen is displayed:
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•
Note 2:
-
5-4
During normal supervision, a beep is sent to warn the caller.
"##
-
5.3
Depending on authorization, these screens are also used to inform you of the presence of the supervisor when your set is being monitored.
Conversation Recording
Role: This function allows you to record an external or internal conversation.
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Procedure: Press the "Record" softkey.
The following screen is displayed:
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Results: Once the "Record" procedure has been accepted, the following screen is displayed:
5.4
Restart
used to reset to zero then starts the recording.
Pause
used to suspend the recording.
to restart the recording, press the "Continue Record" softkey.
Stop
used to stop the recording.
Supervisor Direct Call
5-5
Chapter
5
"##
Role: This function is used, in a CC conversation, (or in a local or personal external
conversation), to call the supervisor directly.
Prerequisites:To display the "Supervisor" softkey (see figure: Set in communication ), press
the down navigation key.
Local conversation:
-
External local conversation:
-
External CC conversation:
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-
5-6
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"##
Procedure: Press the "Supervisor" softkey.
Results: Once the "Supervisor" procedure has been accepted, the display screens depend on
the different supervisor's states:
If no supervisor is present, the following screen is displayed:
-
If the supervisor is busy, the following screen is displayed:
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-
5-7
Chapter
"##
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5
You return to ordinary call mode after a time-out.
If the supervisor is in idle state, he is warned of the call and the following screen is
displayed:
-
When the supervisor off-hooks, the following screen is displayed:
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-
When the communication with the supervisor is released, you return to ordinary call mode
with your correspondent.
5-8
6.1
Transaction Code Phase
Role: This function is used at the end of a conversation, to enter parameters that can be used
for statistics.
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If managed and depending on the system management, a transaction code or a business
code, used to identify the call, are asked at the end of a call.
The following screens are displayed:
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or
Softkeys
Use this function to:
Rubout
correct the last number of the code
Delete
delete all the code
Apply
validate the code
Cancel
cancel the procedure
6-1
Chapter
6
$ "##
Procedure:
In the case of the transaction code:
1. Enter a number from 1 to 15 digits.
2. To validate the code, press the "Apply" softkey.
In the case of the business code:
1. Enter a number from 1 to 3 digits.
2. To validate the code, press the "Apply" softkey.
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Results: If the code is entered before a time-out, the code is registered:
At the end of the procedure, the agent set changes to "Wrap-Up", "Pause" or "Idle" state.
6.2
Automatic Wrap-Up
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Role: At the end of a communication or following the "Transaction code" phase, the set returns
to the automatic "Wrap-Up" state.
This phase is used to carry out non telephone operation. During this period, your set is not
available to receive any type of call.
Procedure: To exit from the "Wrap-Up" phase, press the "WrapUp" softkey or wait for the
6-2
$ "##
corresponding time-out.
The set changes to "Pause between calls" state.
Note:
If you press the "Queue Info" softkey during the "Wrap-Up" phase, the latter is reactivated when the display terminates by the timer expiry.
6.3
Pause between Calls
Role: This phase starts as soon as the "Wrap-Up" phase is terminated.
The "Pause between calls" phase lets you deal with personal (local and external) calls.
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Results:
Note:
To re-activate the "Wrap-Up" phase, press the "WrapUp" softkey.
Otherwise, your set changes to the Idle state.
6-3
Chapter
6-4
6
$ "##
Role: This function lets you disconnect from the calls distribution system.
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Prerequisites: A pre-assigned or assigned agent can log off the set when the set is in an
"Idle", "Wrap-Up" or "Pause" state.
Procedure:
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1. Press the "LogOff" softkey.
The following screen is displayed:
2. Enter your password and press the "Apply" softkey.
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Results: Once the "Logoff" procedure has been accepted, the following screen is displayed:
7-1
Chapter
$$
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7
After the "LogOff" procedure, the set returns to the business position.
Note:
Depending on system configuration, the agent may not be allowed to disconnect the set if he is the last
assigned agent in the group.
7-2
8.1
8.2
Definitions
-
LogOn: connection to calls distribution system.
-
LogOff: disconnection from calls distribution system.
-
Ordinary agent: agent who cannot choose his group during the log on. He is associated to
a specific set and can only log on to this set.
-
Mobile agent: agent who can choose his group during the log on. He is not associated to
a specific set and can log on to any sets not associated to another agent.
-
Self-assignable agent: agent who can log on to any available group.
-
Group: processing group where the agent logs on to process calls received from calls
distribution system.
-
WrapUp: this is the period at the end of the communication, during which the set will not
be called. This period can be extended by the manual "WrapUp" operation. This period is
additional to the pause between two calls.
-
Call tag: information displayed on the agent set when, for example, the call is from an
Interactive Voice Response (IVR).
-
Pre assigned: set which can log on but which is not part of a calls distribution system
group.
-
Pilot: call number of a calls distribution system, reached by correspondents calling the
number.
-
Unavailable: set which is unavailable for the group to which it belonged. When the set
returns to the group, it is re-integrated in the same place that it occupied before
unavailability.
-
Business state: agent set state as regards the "Business" facilities, namely whether the
set is forwarded, padlocked, etc.
-
Private state : state of the agent "private" set as regards the "Business" facilities, namely
whether the "private" set is forwarded, padlocked, etc.
Acronyms
-
ACD: Automatic Call Distribution (generic acronym for Contact Center Distribution and
RSI).
-
ACR: Advanced Call Routing.
-
AVE: AVErage.
-
CC: Contact Center.
-
ISM:Individual Skill Mapping.
-
IVR: Interactive Voice Response.
-
OTCC: OmniTouch Contact Center.
-
RSI: Routing Service Intelligence.
8-1
Chapter
8-2
8
%
-
VG: Voice Guide.
-
WAI: WAIt.
-
UNAV: UNAVailable.