Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent on Analog Set
Phone Guide R10.0
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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
Phone Set CC Functions ..................................................................... 1.1
Chapter 2
Set Log On
Overview .................................................................................................... 2.1
Log on without Identification (Fixed Agent) ................................. 2.1
Ordinary Agent .............................................................................................. 2.1
Self-Assignable Agent ................................................................................... 2.1
Log on with Identification (Mobile Agent) ..................................... 2.2
Chapter 3
Idle Set
Functions overview ............................................................................... 3.1
Temporary Unavailability .................................................................... 3.1
0-1
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Manual Wrap-Up ..................................................................................... 3.1
Supervisor Call ........................................................................................ 3.1
Agent Welcome Guide .......................................................................... 3.2
Chapter 4
Set in End of Communication
Overview .................................................................................................... 4.1
Automatic Wrap-Up ............................................................................... 4.1
Pause between Calls ............................................................................. 4.1
Chapter 5
Set Log Off
Chapter 6
Glossary
0-2
Definitions ................................................................................................. 6.1
Acronyms .................................................................................................. 6.1
1.1
Overview
This guide presents the OmniTouch Contact Center - Standard Edition features for Analog set.
All the CC functions described in this guide apply an agent:
1.2
-
Logged on to the CC application
-
Present in an active group
-
With a CC phone set
Phone Set CC Functions
CC Functions are accessible on the phone set by dialing an ACD prefix followed by a specific
digit.
CC functions are displayed in the following table:
Functions
Activation
Use this function to:
Unavailability
Prefix ACD + 1
Unavailable for group (agent is still available to receive internal or external personal calls)
Wrap-Up
Prefix ACD + 2
Perform off-line tasks (agent is not available for new
calls)
Supervisor
Prefix ACD + 3
Contact the supervisor
Log off
Prefix ACD + 5
Log out of system - leave group
Log on
Prefix ACD + 6
Log on to the system - join group
Welcome guide
Prefix ACD + 92
Manage welcome guide message
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2.1
Overview
The Log on 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
Log on without Identification (Fixed Agent)
2.2.1
Ordinary Agent
Role: This function lets you log on as an agent.
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and associated with an agent number.
Procedure:
1. Off-hook and dial ACD prefix followed by digit 6.
2. Enter your password.
Note:
This password request is required or not according to the system management.
Results: Once the "Log on" procedure has been accepted, the results depend on the agent
states:
2.2.2
-
Pre-assigned agent
-
Agent assigned and available in an open group
-
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
-
Agent assigned and unavailable in an automatically closed group
Self-Assignable Agent
Role: This function lets you log on as an agent.
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and associated with an agent number.
Procedure:
1. Off-hook and dial ACD prefix followed by digit 6.
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2
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2. Enter your password.
Note:
This password request is required or not according to the system management.
3. Wait for the voice guide prompting you to enter the number of the group to which you want
to be assigned.
Results: Once the "Log on" procedure has been accepted, the results depend on the agent
states:
2.3
-
Agent assigned and available in an open group
-
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
-
Agent assigned and unavailable for an automatically closed group
Log on with Identification (Mobile Agent)
Role: This function lets you log on as an agent.
Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "
and not associated with an agent number.
Procedure:
1. Off-hook and dial ACD prefix followed by digit 6
2. Enter your identification number (agent directory number).
3. Enter your password.
Note:
This password request is required or not according to the system management.
Results: Once the "Log on" procedure has been accepted, the results are the same as for the
"Log on without identification (see Log on without Identification (Fixed Agent) ).
2-2
3.1
Functions overview
Functions
Use this function to:
Unavailability
Perform a temporary unavailability for group (agent is still available to receive internal or external personal calls)
Wrap-Up
Perform off-line tasks (agent is not available for new calls)
Supervisor
Call supervisor directly
Welcome guide Access welcome guide message management
Log Off
3.2
Log out of system - leave group
Temporary Unavailability
Role: This function makes you unavailable temporarily from the group.
Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between
calls" state.
Procedure:
1. Off-hook and dial ACD prefix followed by digit 1.
Note:
In addition, if prompted by a voice guide, you must also indicate the type of temporary unavailability
taken into account at statistics level. There are 9 different unavailability types.
2. Enter a digit (1 to 9) corresponding to the type of unavailability that you want your set to
assume.
Results: A voice guide informs you whether the operation has been taken into account or not.
To exit from the "Unavailable" state and return to the previous state, off-hook and dial ACD
prefix followed by digit 1.
3.3
Manual Wrap-Up
Role: This function lets you carry out non telephone operations without being available for any
other type of call.
Prerequisites: This function is accessible if your set is in "Idle" or "Pause between calls"
states.
Procedure: Off-hook and dial ACD prefix followed by digit 2.
To exit from the "Wrap-Up" state and come back to the previous state, off-hook and dial ACD
prefix followed by digit 2 or wait for the end of the "Wrap-Up" timer.
3.4
Supervisor Call
Role: This function is used to call the supervisor.
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3
# Prerequisites: This function is accessible if your set is in "Idle", "WrapUp" or "Pause between
calls" states.
Procedure: Off-hook and dial ACD prefix followed by digit 3.
Results:
-
If no supervisor is present, the system rejects the call and a voice guide informs you that
this operation is not authorized.
-
If the supervisor is busy, a voice guide is played and indicates any authorized applications
with their associated suffix.
Functions
Use this function to:
Call on
speaker
Speak on the loudspeaker of the called set
Call back
Prompt the supervisor to call you back
Queue
Inform you the calls waiting in the group
-
3.5
If the supervisor is in idle state, the supervisor set is rung.
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.
Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between
calls" states.
Procedure: Off-hook and dial ACD prefix followed by digit 92.
Results: Wait for broadcast of the welcome guide, then hang up.
Note 1:
A voice guide is transmitted if no agent welcome guide has been configured for your set.
To deactivate welcome guide broadcast on your set, off-hook and dial ACD prefix followed by
digit 92.
A voice guide informs you if this operation has been successful or not.
Note 2:
A voice guide is transmitted if no agent welcome guide has been configured for your set.
3-2
4.1
Overview
At the end of communication and depending on system management, your set may first
change to "Wrap-Up" phase and then to "Pause between calls" phase.
4.2
Automatic Wrap-Up
Role: At the end of a communication, 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.
To exit from the "Wrap-Up" phase, dial ACD prefix followed by digit 2 or wait for the
corresponding time-out.
The set changes to "Pause between calls" state.
4.3
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.
To re-activate the "Wrap-Up" phase, off-hook and dial ACD prefix followed by digit 2 (see:
module Agent on Analog Set - Idle Set - Manual Wrap-Up ).
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$ %&& Role: This function lets you disconnect from the calls distribution system.
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:
1. Off-hook and dial ACD prefix followed by digit 5.
2. On system prompt, enter your password.
Result: Once the "Logoff" procedure has been accepted, 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.
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6.1
6.2
Definitions
-
Log On: connection to calls distribution system.
-
Log Off: 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.
-
Wrap-Up: 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 "Wrap-Up" operation. This period is
additional to the pause between two calls.
-
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.
-
Group: processing group where agents log in to process calls received from calls
distribution system.
-
Unavailability: 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).
-
CC: Contact Center.
-
OTCC: OmniTouch Contact Center.
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