Handbuch Agent - Configure Callcenter
You use the Settings page, accessed via the Settings link at the top right-hand side of the main page to configure various aspects of the Call Center application.
To return to the main interface, click the Back To Application link.
NOTE: Do not use the internet browser’s Back button to return to the main interface. This section provides information about the options that you can use to configure Call Center.
- Settings – General
- Settings – Application
- Settings – Services
- Settings – Plug-ins
- Settings – Report
- Settings – About
Settings – General
You use the General tab to configure miscellaneous settings that improve the usability of Call Center.
The following subsections describe the settings that can be configured on this page.
This setting is not active at this time. It is reserved for future feature enhancements.
Settings – Application
You use the Application tab to configure your application settings. They are described in the following subsections.
Call Center Memberships
These settings allow you to select the call center queues you wish to join.
- To join a call center queue, select the check box on the line for the call center.
- To join all queues, select the check box in the header.
NOTE: If you are not allowed to join/leave a queue, the line for the queue is dimmed and you can only view your join status in the queue. To change your join status in a queue, if you are not allowed to do it yourself, contact your administrator.
You use agent policies settings to specify your post sign-in ACD state, post call ACD state, wrap-up timer, and outbound CLID:
- Post Sign-In ACD State – To configure your post sign-in ACD state, select a state from the Sign-In State drop-down list. Your ACD state is automatically set to the
selected state when you sign in to Call Center.
If you selected Unavailable and unavailable codes are enabled for your organization, select an unavailable code from the drop-down menu.
- Post Call ACD State – To configure your post call ACD state, that is your ACD state upon completion of a call, select a state from the Post Call State list.
If you selected Unavailable and unavailable codes are enabled for your organization, select an unavailable code from the drop-down menu.
In most cases, when you select Wrap-Up, you must also configure your wrap-up timer.
- Make outgoing calls as call center – Check this box to display a call center CLID instead of your phone number when you make a call.
- Outbound Caller ID – If you checked Make outgoing calls as call center, select the number to use from the drop-down menu.
- Set Wrap-Up Timer to – To set your post call wrap-up timer, check the Set Wrap-Up Timer to
for queues without a policy box and enter the time in minutes
and seconds. Your ACD state automatically changes from Wrap-Up to Available after the specified period of time.
NOTE: Your post call wrap-up timer setting may be overridden if your administrator sets the timer to a smaller value in the My Site dashboard.
Settings – Services
You use the Services tab to configure various services assigned to you by your administrator on the My Site service, which are integrated with Call Center. These settings are only available if you have been assigned such services. For more information, see your administrator.
The services are grouped into two categories: Active and Inactive.
The services that you can configure (if you have been assigned the services) are:
- Do Not Disturb – When you activate this service, you are not available to take calls, and all your calls are automatically sent to your voice mail.
- Call Forwarding Always – When you activate this service, you must provide the phone number to forward your calls to. When the service is active, all your calls are
forwarded to the specified number.
To activate a service:
- Select the service and check the Is Active box. The service is moved from the Inactive to Active category.
- If you enabled the Call Forwarding Always service, in the Forward To box that appears, enter the number to forward your calls to.
- To generate a ring splash for incoming calls, check the RingSplash option.
- To save your changes, click Save.
Settings – Plug-ins
You use the Plug-ins tab to configure the plug-in software used by Call Center to provide functionality such call notification, program shortcuts, and call log
These options control when and how call notifications are displayed. The options you can set are as follows:
- Focus window for incoming calls – When this option is checked and the browser window that is running Call Center is minimized, Call Center automatically restores
the window on incoming calls. This does not work in Firefox. In Internet Explorer, you must have only one tab open in the web browser running Call Center.
- Show notification for calls – When this option is checked, Call Center displays the Call Notification pop-up window on top of other applications’ windows when you receive a call. When you check this box, you need to select an option from the drop-down list to specify the condition under which notifications are displayed.
This does not work if other tabs are open in the same web browser window as Call Center. In addition, if calls come within eight seconds of each other, the Call
Notification pop-up window appears only for the first call of that series.
The Microsoft Outlook options control Outlook integration with Call Center. They are only visible if Outlook integration is enabled in Call Center.
The options you can set are as follows:
- Enable/Disable Outlook Integration – This determines whether Call Center integrates with Outlook to provide you with access to your Outlook contacts. If Outlook integration is disabled, the corresponding desktop plug-in software components are not downloaded from My Site.
- Retrieve contacts from – This option allows you to specify where to look for your Outlook contacts.
- Use Outlook contacts as preferred CLID lookup – When this option is checked, Call Center uses Outlook to try to identify a caller, when the caller ID is unknown.
Settings - Report
You use the Report tab to configure values to be used as default input parameters for generating reports. If you do not provide any values, system defaults are used. You can change these values as required when generating reports.
These settings allow you to configure the thresholds that are used by default when you generate reports that require you to provide thresholds. This is useful, if you often use the same threshold values. You can always change a default value, when required.
- Call Completion – This setting is used to count the number of ACD calls an agent has completed within a service level during the specified interval. The Call
Completion service level can be set to “1” through “7200” seconds.
- Short Duration Call – This setting is used to count the number of ACD short duration calls completed by an agent during an interval. You can set the maximum length of a short duration call to “1” through “7200” seconds.
- Service Level – Defines in seconds how long it takes to answer calls. A call is said to be within a service level if it is answered within the provided time threshold and
the percent (%) in service level is calculated as the number of calls answered within the provided threshold value divided by the number of answered calls.
- Abandoned Call - This counts the number of calls abandoned within a specified time threshold. Up to four thresholds can be specified, resulting in up to four
different counts. Threshold: 1 through 7200 seconds
Date and Time
The following settings allow you to configure day and time formats used in reports as well as the day of the week to start reports.
- Date Format – This setting allows you to select the format for displaying dates in reports. The format is used for all dates that are included in the generated report.
- Time Format – This setting allows you to select the format for displaying time in reports. The format is used for all times that are included in the generated report.
Note that this setting does not impact the format of events durations, which are always reported in the “DD:HH:MM:SS” format in the generated reports.
- Default Start Day of Week – This setting applies to interval-based reports, when the selected sampling period is “Weekly”. It can be set to any day of the week.
Default Service-level Calculations
The following settings allow you to configure default settings used to make service-level calculations.
- Include Overflow Time Transferred Calls – Check this box to include calls transferred due to time overflow in service-level calculations.
- Include All Other Transfers – Check this box to include calls transferred for other reasons that overflow in service-level calculations.
- Exclude Abandoned Calls – Check this box to exclude all abandoned calls from service-level calculations.
- Include all abandoned calls – Check this box to include all abandoned calls in service-level calculations.
- Include all abandoned calls except before entrance completes – Check this box to include calls abandoned after the entrance message has finished playing in servicelevel calculations.
- Include Abandoned Calls except in Defined Interval – Check this box to include calls abandoned after the time specified by the interval for abandoned calls parameter in service-level calculations.
- Defined Interval for Abandoned Calls – If you checked Include Abandoned Calls except in Defined Interval, enter the desired interval in this text box in seconds. The
Defined Interval for Abandoned Calls can be set to “1” through “7200” seconds.
Settings – About
You use the About tab to view the information about Call Center.
The following information is provided on this page:
- Version – This is the name and software version of Placetel UC One Call Center client.
- Profile – This is the Call Center client profile used.
- Disclaimer – This is the Call Center copyright information.
Appendix A: Glossary and Definitions
ACD states specify the agent’s availability to take calls. The possible call states are those listed in the following table.
An agent can be in one of the ACD states.
| | |
|ACD State | Description |
| Available | Agent is available to receive ACD calls. (Agent can also receive direct calls.) This is the primary ACD state of an agent during the workday. It indicates that the agent is at their workstation and either ready to take a call or on an active call. ACD calls may be delivered to an agent who is in an Available state. Placetel UC One uses both the ACD state and the phone state of the agent to determine whether to route a call to the agent. By default, agents receive calls when they are available and their phone is Idle. However, this behavior can be overridden if Call Waiting on agents is enabled for the call center, which allows for new calls when the agent is available and on an active call.|
| Unavailable | Agent is unavailable to receive ACD calls. (Agent can still receive direct calls.) The Unavailable state should be used when the agent is away from their workstation and not available to take calls. ACD calls are not delivered to agents in an Unavailable state. This state should be used when the agent is at lunch, on a break, in a meeting, or engaged in some other activity while they are at work, but unavailable to take calls|
| Warp-Up| Agent is performing post call work. This state is designed to allow the agent to complete paperwork or other post call procedures associated with the last call. Calls may be delivered to agents in Wrap-Up state depending on the call center configuration. By default, calls are not routed to agents in Wrap-Up state, except when the call center is configured to enable calls to agents in the Wrap-Up state.|
| Sign-In| The Sign-In state is equivalent to a “clock in”, which means that the agent is at their work location but not yet ready to accept incoming calls. Calls are not delivered to the agent in this state. Sign-In is a transitional state and agents do not remain in this state; rather they transition to their post sign-in state. It is recommended that agents only be in this state between the time they arrive at work and the time they become available to accept calls. |
| Sign-Out | The Sign-Out state is equivalent to a “clock out”, which means that the agent’s workday or shift is completed and they are leaving. Calls are not delivered to the agent in this state. It is recommended not to use this state when agents leave for lunch or breaks during the day. The Unavailable state should be used for that. |
In Call Center, an agent can only set their ACD state to “Available”, “Unavailable”, or “Wrap-Up”. A supervisor can set the ACD state of an agent to “Available”, Unavailable”, Wrap-Up”, or Sign-Out”.
The Sign-In state can only be assigned to an agent through the web portal.
Phone states show the state of the monitored agent’s telephone line or the supervisor’s telephone line.
The supervisors’ phone states are displayed as follows:
| | |
|Phone State | Description |
| Idle | Supervisor’s phone is on-hook, which means the supervisor is not on a call. |
| Busy | Supervisor’s phone is off-hook, which means that the supervisor is on a call. |
| Ringing | Supervisor’s phone is in alerting |
| Do Not Disturb | Supervisor has enabled the Do Not Disturb service |
| Private | Supervisor has enabled phone status privacy. NOTE: This terminates monitoring of the supervisor’s phone state for the current login session. To be able to monitor their phone state again, you must sign out and then sign in after the supervisor has disabled their phone state privacy. |
| Unknown |Supervisor is currently not monitored. |
The agents’ phone states are combined with their ACD states and are displayed as follows:
| | |
| Phone State| ACD State | Description
| Idle | Available |Agent’s phone is on-hook and the agent is available to take ACD calls.
| Ringing | Available | Agent’s phone is ringing and the agent is available to take the call.
| Any | Unavailable, Sign-In, SignOut |Agent is not available to take ACD calls.
| Idle, Ringing | Wrap-Up | Agent is performing post call work. They may or may not be available to take calls.|
| Busy | Available, Wrap-Up |Agent’s phone is off-hook, which means that the agent is on a call. Calls may be delivered to agents depending on their call waiting settings and the call center’s call waiting and wrap-up settings.
| Do Not Disturb | Any |Agent has enabled the Do Not Disturb service. ACD calls are not delivered to an agent in the Do Not Disturb call state. This state is not recommended for Call Center agents. Agents should use the Unavailable ACD state when they need to block new incoming calls temporarily.
| Call Forwarding Always | Any | Agent has enabled the Call Forwarding Always service.
| Private | Any | Agent has enabled phone status privacy. NOTE: This terminates monitoring of the agent’s phone state for the current login session. To be able to monitor their phone state again, you must sign out and then sign in after the agent has disabled their phone state privacy.
| Unknown| Any |Agent is currently not monitored.
| | |
|Call State |Display Name | Call Personality | Call Actions
| Ringing In (Local)| Incoming Local | Click to Dial | Answer, End
| Ringing In (Remote) | Incoming | Terminator | Answer, Conference, End
| Ringing Out| Outgoing | Originator | Conference, End
| Active | Active | Any | Transfer, Hold, End, Conference
| On Hold | Held | Any | Transfer, Resume, End, Conference
| On Hold (Remote) | Held | Any | Transfer, Hold, End, Conference
| Active (In Conference) | Active | Conference | Transfer, Hold, End
| On Hold (Conference) | Held | Conference | Resume, Transfer, End
| Ringing In (Recalled Call) | Call Recalled | Terminator | Answer, Conference, End
This section defines different types of calls measured in call center statistics.
| | |
| Name | Description
| ACD Call | This is a call delivered to a call center pilot number that is directed to an agent via the ACD function.
| Inbound Call | This is a direct call to an agent.
| Other calls| treated as inbound calls include: - Calls that a supervisor retrieves from a queue. - Calls that an agent receives due to a transfer from another agent (Note that they may have originated as ACD calls.)
| Outbound Call | This is an outbound call made by an agent.
| Held Call | This is an ACD call that was placed on hold by an agent. Each time an agent places a call on hold, it is counted as a held call.
| Transferred Call | This is an ACD call that was transferred to another number. Transfers can be the result of manual transfers by agents, transfers to voice mail because the calls were timed out, and transfers by supervisors to alternate queues. NOTE: A timed-out call is a call that is transferred due to exceeding the maximum
wait time in a queue.|
| Answered Call | This is an ACD call that was answered by an agent.
| Abandoned Call | This is an ACD call that entered the queue, but the caller hung up before the call was answered or transferred.
| Received Call | This is an ACD call that was received and either answered or abandoned.Overflowed calls are not included.
| Overflowed Call | This is an ACD call that was received, but immediately transferred to another destination due to the queue’s exceeding the configured maximum queue size or the configured maximum wait time.
| Queued Call | This is an ACD call that is not immediately diverted using the Night Service, Holiday Service, Forced Forwarding, or Overflow, and goes to a queue to be distributed to an agent or to wait for an available agent.
| Bounced Call | This is a call that has been transferred back to queue because it was not answered by an agent in the specified time.
| Stranded Call | This is a call that is in a queue after all agents assigned to the queue have moved to the Sign-Out ACD state.
Appendix B: Keyboard Shortcuts
When using keyboard shortcuts, make sure that the main interface window is in focus.
| | |
| Key | Equivalent Mouse Action | Description
| ESC | Click the Close button in a dialog box. | This closes the open dialog box.
| ESC Cancel the changes. | This exits the currently selected editable item, such as a text box.
| / | Click the Dialer text box. | This places the cursor in the Dialer text box; it retains the currently selected item (if applicable). NOTE: In Internet Explorer 8, the “/” shortcut key does not always work. Pressing the key clears the default Enter Number text, but does not place the cursor in the input box.
| ? | Click the Search text box. | This places the cursor in the Search text box; it retains the currently selected item (if applicable).
| ARROW DOWN | Click the scroll bar or the next item on a list. | This selects the next item in the Call Console or the Queued Calls pane.
| ARROW UP | Click the scroll bar or the previous item in a list. | This selects the previous item in the Call Console or the Queued Calls pane.
| PAGE DOWN | Scroll down one page. | This goes to the next page in the Call Console or the Queued Calls pane.
| PAGE UP | Scroll up one page. This goes to the previous page in the Call Console or the Queued Calls pane.
| 1….9 | Select a call in the Call Console. Pressing 1 selects the first call, pressing 2 selects the second call, and so on.
| SPACEBAR | Click Answer on the selected incoming call in the Call Console. | This answers the selected incoming call or if no call is selected, the incoming call that has been waiting the longest. Pressing the SPACEBAR again answers the next longest waiting incoming call, which puts the previously answered call on hold.
| ENTER | Click Dial. | If the cursor is placed in the Enter Number text box in the Dialer, the entered digits are dialed.
| ENTER | Click Search. | If the cursor is placed in the Search text box, a search is performed.
| + | Click Transfer in the Dialer. | This transfers the selected call to the ad hoc number entered in the Dialer.
| SHIFT+1..9 | Select a ringing call and click Answer. | Pressing SHIFT+1 selects and answers the first ringing call, pressing SHIFT+2 selects and answers the second ringing call, and so on.
| SHIFT+1..9 | Select an active call and click Hold. | Pressing SHIFT+1 selects and places on hold the first active call, pressing SHIFT+2 selects and answers the second active call, and so on.
| SHIFT+1..9 | Select a held call and click Retrieve. | Pressing SHIFT+1 selects and retrieves the first held call, pressing SHIFT+2 selects and retrieves the second held call, and so on.
| S or s | Click the Settings link. | This goes from the main page to the Settings page.
| B or b | Click the Back to Application link. | This goes back from the Settings page to the main page.
| R or r | Click the Call History button. | This opens the Call History dialog box.
| H or h | Click the Help link. | This opens this guide in a PDF format.
| SHIFT+L or SHIFT+l | Click the Sign Out link. This signs the user out of the application.
| SHIFT+A | Select Available | This sets the agent’s ACD state to “Available”.
| SHIFT+U | Select Unavailable. | This sets the agent’s ACD state to “Unavailable”.
| SHIFT+W | Select Wrap-Up | This sets the agent’s ACD state to “Wrap-Up”.