UC-ONE Option: Callcenter
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Handbuch Agent - Explore Workspace

Explore Workspace

When you sign in to Call Center, the main page appears where you perform most of your call management or monitoring tasks. In addition, the main page provides links to other pages and windows of Call Center, where you change other Call Center settings.

Figure 10 Call Center – Agent Main Interface

Many visual aspects of the Call Center workspace are configurable. For example, you can change the size and placement of windows on the screen. You can then save your workspace and retrieve it the next time you sign in.

NOTE 1: To work in full screen mode, make sure that the main window is in focus and then click F11.
NOTE 2: The Back, Forward, and Refresh operations of the web browser are not supported by Call Center, and if performed, the results are inconsistent.
NOTE 3: When a window is vertically resized, the panes do not always resize to fill the window. To resize a window, drag the window from the bottom right-hand corner or collapse and then expand the panes after resizing to adjust them to the window.

Most call center controls are context-based, which means that they appear only when the action they represent can be taken. Context-based controls that allow you to take actions on calls are called action buttons. For the list of controls available in Call Center, see section Controls. The action buttons are described in section Call Action Buttons.

The Call Center interface contains the following elements:

Interface Element Description
Logo Pane Located at the top of the main interface, the Logo pane displays global messages, information about the logged user, and links to other Call Center interface elements and functions.
Call Console The Call Console is where you manage your current calls.
Contacts Pane The Contacts pane contains your contact directories and allows you to manage your contacts and use contacts to make calls or take actions, such as transfer to contact or queue, on existing calls.
Call History Window The Call History window, accessible from the Call Console via the Call History button, displays your placed, received, and missed calls, and allows you to make calls from history and delete call logs.
Settings Pages The Settings pages, accessible from the main page via the Settings link, allow you to configure various user-level and application settings.
Controls You use controls, such as buttons and drop-down lists to execute actions on calls, contacts, queues, and so on.

This section describes the following elements of the Call Center interface:

  • Logo Pane
  • Call Console
  • Contacts Pane
  • Controls

For information about other interface elements, see the following sections:

  • Report windows – Section Generate Reports
  • Settings pages – Section Configure Call Center

Logo Pane

The Call Center main window interface contains a logo pane that displays the Call Center client or company logo, global messages, links to other interface elements or Call Center functions, and information about the logged-in user.

Figure 11 Call Center Logo Pane
Global Message Area

The Global Message Area, that is, the center area of the Logo pane, is used by Call Center to display various information, warnings, and error messages to the user. A message is displayed for several seconds and then it disappears.

Links to Other Interface Elements and Functions

The Logo pane displays links to the Settings pages and the Help and Sign Out links.

Logged User Information

Information about yourself, that is, your name, your availability to take calls, and your voice mail status, is displayed at the top right-hand side of the main interface. Your current ACD state is displayed to the right of your name. You can change your ACD state by selecting a new state from the drop-down list.

ACD State

In addition, information about the following services and features is provided:

Do Not Disturb (DND)
Call Forwarding Always (CFA)
Busy Phone State
Voice Messaging

The information is presented in the form of icons to the left of your name in the following format:

<DND/CFA/Busy>
The <DND/CFA/Busy> state is represented by one icon, where Do Not Disturb has precedence over Call Forwarding Always, which has precedence over your Busy Phone State. If none of the services is enabled and your phone state is Idle, the icon is not displayed.

The Voice Messaging icon is present only if you have outstanding voice messages.

Call Console

You use the Call Console to view and manage your current calls. For information on managing your calls, see section Manage Calls.

Figure 12 Call Console

The Call Console contains the following areas:

  • Header Bar
  • Dialer
  • Current Calls
  • Conference Call
Header Bar

The header bar contains various controls that allow you to configure your services and perform call and service-related actions.

Figure 13 Call Console Header Bar

The header bar can contain the following controls:

  • Call Waiting button – This allows you to enable or disable the Call Waiting service.
  • Options button- Enables grouping of calls
Dialer

The Dialer, located at the top of the Call Console, below the header bar, allows you to make ad hoc calls and set your outgoing calling line identity (CLID) for the next call.

Figure 14 Dialer

It contains the following elements:

  • The Outbound CLID button , which allows you to configure the number you want to use for outgoing calls.
  • The Enter Number text box, in which you enter the number to dial.
  • Action buttons, which change depending on the context and allow you to perform operations on calls. For more information, see section Call Action Buttons.
Current Calls

The Call Console displays your current calls, both direct and ACD, and allows you to take actions on them. Direct calls are calls placed from or received on your own phone number, whereas ACD calls are calls routed to you from a call center that you are staffing as an agent.

If you are involved in a conference call, its details are displayed in a separate area of the Call Console, called the Conference Call panel. The Conference Call panel is described in the following section.

Figure 15 Call Console – Current Calls

The following information is displayed for each call:

  • Call State icon – This is a visual representation of the current state of the call. For more information, see section Call States and Actions.
  • Remote CLID – This is the name of the remote party (if available) and the phone number in parenthesis.
  • Call State name – This is the display name of the “call” state the call is currently in.
  • Call duration [Held duration] – This is the duration of the call from the time the call was received from Placetel UC One and it reflects how long the call has been present in the system. In addition, for held calls, the time a call has been on hold is displayed.

The call entry also displays action buttons for the operations that you can currently take on that call. The actions you can perform depend on the state of the call.

For the list of Call Center action buttons, see section Call Action Buttons and for the list of actions that can be taken in each call state, see section Call States and Actions.

Conference Call

The Conference Call panel displays your current conference and allows you to manage your conference calls.

NOTE: You can only be involved in one conference call at a time.

Figure 16 Call Console – Conference Call

The header bar contains various controls that allow you to manage the conference:

End Conference button – This allows you to end the current conference.
Leave Conference button – This allows you to leave the conference.
Hold Conference button – This allows you to place the conference on hold.
Resume Conference button – This allows you to resume the conference that you previously placed on hold.

The Conference Call panel, when expanded, lists the call legs that make up your current conference. Each two-way call is displayed on a separate line. The information displayed for each call leg is the same as the information displayed for two-way calls. For information, see section Current Calls.
For information on managing conferences, see section Manage Conference Calls.

Call States and Actions

The following table lists the possible call states and actions that can be performed on calls in each state.

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 Outgoing Originator Conference End
Active Active Any Transfer, Hold, End, Conference
On Hold Held Any Transfer, Resume, End, Conference
On Hold (Remote) Remote Held Any Transfer, Hold, End, Conference
Active (In Conference) Active Conference Transfer, Hold, End
Held (in Conference) Held Conference Resume, Transfer, End
Ringing In (Recalled Call) Call Recalled Terminator Answer, Conference, End

Contacts Panel

The Contacts pane contains your contact directories and allows you to use your contacts to make or manage calls. For information on using contacts to manage calls, see section Manage Calls. For information about organizing and managing your contact directories, see section Manage Contacts.

Figure 17 Contacts Pane

The Contacts pane contains the following panels:

  • Search Panel
  • Company Panel
  • Personal Contacts
  • Supervisors Panel
  • Call Centers Panel
  • Outlook Panel
  • Directories Panel

The contact directories you have access to depend on your system configuration as well as the services assigned to you. For more information, contact your administrator The directories you see in the Contacts pane also depend on your setup. For information on selecting the directories to display in the Contacts pane, see section Show or Hide Directories.

When you click a contact, the entry expands and the contact’s information, such as phone numbers and the action buttons for the operations that you can currently take on that contact appear.

You can only view the details of one contact per directory at a time. When you click another contact in the same directory, the details of the currently expanded contact are automatically hidden.

Figure 18 Group Panel – Contact in Focus with Action Buttons

For the list of Call Center action buttons, see section Call Action Buttons.

Search Panel

You use the Search panel to look for specific contacts in your contacts’ directories and, if available, in the configured LDAP directory. For information about performing contact searches, see section Search for Contacts.

Figure 19 Contacts Pane – Search Pane
Company Panel

The Company Contact panel contains the contacts in your My Site enterprise directory.

Figure 20 Contacts Pane – Company Contacts Panel
Personal Contacts Panel

The Personal panel contains the contacts from your My Site Personal Phone List which have been entered in the client. It displays the name/description and phone number of each contact.

For information about managing your personal contacts, see section Manage Personal Contacts.

Figure 21 Contacts Pane – Personal Panel
Supervisors Panel

The Supervisors panel, available to agents, contains the list of your supervisors. The main purpose of this directory is to allow you to contact a supervisor quickly.

Figure 22 Contacts Pane – Supervisors Panel

Selected supervisors have their call status displayed. For more information, see section Monitor Supervisors.

Call Centers Panel

The Call Centers panel is available to both agents and supervisors. It lists the call centers you are staffing as an agent or monitoring as a supervisor and the associated Dialed Number Identification Service (DNIS) numbers. The primary purpose of this panel is to provide you with a quick way to transfer calls to queues.

Figure 23 Contacts Pane – Call Centers Pane
Outlook Panel

The Outlook panel contains your Outlook contacts. This panel is available to you if you have the Outlook Integration service assigned.

Figure 24 Contacts Pane – Outlook Panel
Directories Panel

The Directories panel consolidates the contacts from the Enterprise and Personal directories. This panel is always visible. You can choose which directories to display in the Directories panel and you can collapse the panel, but you cannot close it.

Figure 25 Contacts Pane – Directories Panel

You can also place a copy of a directory below the Call Console. This allows you to view more than one directory at a time easily. For more information, see section Manage Contacts.

Controls

Call Center controls are designed in a contextual manner, that is, most controls appear only when the action they represent can be taken. For example, when you enter a number or select a contact, a Dial button appears, allowing you to place a call. The contextual controls that correspond to call operations such as dialing, transferring calls, or putting calls on hold are called action buttons. They appear on the Dialer, in a call entry, in a directory entry (contact), or in a call log. The following table lists the general controls used in Call Center and the controls displayed on the headers in the panels. For more information on the action buttons, see section Call Action Buttons.

Name Description
Common Controls
Options This is located in the upper-right corner of a pane or page. When clicked, it displays a drop-down menu of options that control the display of information in that pane/page. The available options depend on the context.
Expand/Collapse This shows or hides the contents of a window or panel.
Close This closes an interface element, such as window, pane, or panel.
Edit This allows you to edit a list of items, such as agents to monitor or speed dials.
Dialer, Call Console, Directories Panel, and Search Panel Controls
Outbound CLID This allows you to select the phone number to use as your Calling Line ID for the next outgoing call.
ACD States This displays your current ACD state and allows you to change it.
End Conference This ends a conference call.
Leave Conference This disconnects you from the conference while allowing other participants to continue the call.
Hold Conference This holds the conference call.
Resume Conference This resumes a held conference.
Barge In This “un-mutes” your Silent Monitoring call, thereby establishing Three-Way Conference.
Pull Out Directory This places a selected directory below the Call Console.
Dialog Box – Notification Window
Web Pop URL This opens a page in your browser at the configured URL to provide additional information about the caller.
vCard This saves the caller’s phone number and personal information as a vCard in Microsoft Outlook. It appears only when Outlook is running.
Supervisors Panel
Emergency This makes an emergency call to a supervisor
Escalate This escalates a call to a supervisor.
Scheduled Reports Window
Load Report This loads a scheduled report, allowing you to view and modify it
Delete Report This deletes a scheduled report.
Call Action Buttons

Action buttons allow you to perform actions on calls, such as answering or transferring a call, or actions that result in a call being placed, such as dialing a number or contact. They appear on the Dialer, on a call line, in a call history log, in a directory entry, or (for supervisors) in a queued call entry.

Action buttons are contextual, that is, they appear on a line/entry when the corresponding action can be performed on that entry.

For example, when you click a contact in the Group directory, the contact expands and the Call and Extension buttons appear on the line for that contact, allowing you to call the contact. This is illustrated in Figure 26. Note that other buttons may appear on the line fo a contact, depending on the call state and the contact’s configuration.

Figure 26 Group Panel – Contact in Focus

The following table lists the action buttons available in Call Center:

Button Description
Dial This dials the number you entered in the Dialer.
Call This places a call to the selected contact or to a number from Call History
Redial This redials the last dialed number.
Extension This dials the contact’s extension.
Mobile This dials the contact’s mobile number.
E-Mail This brings up a new e-mail message window with the contact’s email address, allowing you to send a message to the contact.
Transfer This transfers a call to an ad hoc number entered in the Dialer.
Transfer This transfers a call to a selected number or contact.
Answer This answers an incoming call, answers an unanswered call for a contact, or resumes a held call.
Hold This places a call on hold.
End This ends a call.
Conference This establishes a conference call or adds a call to a conference.
Escalate Call This escalates a call to a selected supervisor.
Emergency Call This places an emergency call to a selected supervisor.
Retrieve This retrieves a call from the queue to the supervisor’s device. When a call is manually retrieved via this action, the call is reported as an Incoming call rather than an ACD call in the reports.
Reoder This changes a call’s position in the queue.

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