Handbuch Supervisor - Getting Started

About This Document

This user guide provides step-by-step procedures and reference information for using Placetel UC-One Call Center client application.

Audience

This document is intended for Call Center Supervisors who use the Placetel UC-One Call Center client.

How This Guide is Organized

The following table identifies the sections to refer to for information about the functionality provided by Call Center.

| | |
|:—-:| |:—-:|
| Section | Overview
| Introduction to Call Center | This section provides an overview of Call Center and the functionality available to agents and supervisors.
| Getting Started | This section describes how to sign in and out of Call Center, perform the initial setup, change a password, and obtain help.
| Explore Workspace | This section provides an overview of the user interface.
| Manage Calls | This section provides information on how to make and manage calls. This includes using your contacts to make calls or perform actions on existing calls.
| Manage Contacts | This section provides information on managing contact directories and searching for contacts.
| Manage Agents | This section describes how supervisors can use Call Center to manage agents under their supervision.
| Manage Queued Calls | This section provides information on managing queued calls.
| View Real-Time Statistics | This section describes the Dashboard that supervisors can use to monitor the state of selected call centers and agents.
| Generate Reports | This section describes how to generate and schedule reports.
| Configure Call Center | This section describes the settings you can configure to set up and customize Receptionist for improved usability.
|Appendix A: Glossary and Definitions | This appendix contains definitions of terms used in Call Center.
|Appendix B: Keyboard Shortcuts | This appendix describes the keyboard shortcuts available in Call Center.

Additional Resources

For more information on Call Center and on Application Server procedures used by group administrators, department administrators, and users, see the following Placetel UC-One guides:

• Placetel UC-One Call Center Quick Reference Guide
• Placetel UC-One Call Center Reports Guide

Introduction to Call Center

Placetel UC-One Call Center is a carrier-class communications management product fully integrated which provides an advanced Automatic Call Distribution capability.
Call Center delivers the following real benefits to users:

• Efficient call handling and automatic call distribution (ACD) state management by Call Center agents
• Integration of online directories with Click-To-Dial capability
• Real-time monitoring of agent and queue activity by Call Center supervisors
• Historical reporting on agent and queue activity by Call Center supervisors

Call Center – Supervisor

The Call Center – Supervisor client is designed to support the needs of call center supervisors in any environment. It supports agent monitoring, queue management, realtime and historical reporting, and other features required in large call centers.
Figure 2 shows the main interface of the Call Center – Supervisor.

The Call Center interface contains the following work areas:

• Logo pane – The Logo pane displays information about you and contains links to other pages and functions.
• Call Console – You use the Call Console to view and manage your current calls.
• Contacts pane – The Contacts pane contains your contact directories and provides you with real-time call and ACD state of the agents you are monitoring.
• Queued Calls pane – You use the Queued Calls pane to manage queued calls.
• Dashboard window – The Dashboard provides real-time summary information for up to 50 queues and allows you to monitor key performance indicators for monitored call centers and supervised agents
• Settings pages – You use the Settings pages, accessed via the Settings link, to configure various aspects of Call Center.

For more information, see section Explore Workspace.

For information on Call Center functions performed by supervisors, see the following sections:

• Manage Agents
• Manage Queued Calls
• View Real-Time Statistics
• Generate Reports
  In addition, for information about general Call Center functions available to you, see the following sections:
• Getting Started
• Manage Calls
• Manage Contacts
• Configure Call Center

Getting Started

Call Center is hosted on then Placetel UC-One network and you access it over the internet either from your My Phone dashboard or directly from a web browser. The sign-in procedure is the same for agents and supervisors.

NOTE 1: The minimum screen resolution required for the Call Center is 1024 x 768 pixels.
NOTE 2: Call Center does not support logging in as different users from the same machine at the same time.

Launch Call Center

From My Phone Dashboard

1. Log in to your Placetel UC-One My Phone web portal.
2. From the My Features tab, push the Call Center button. In the Call Center Information screen, hit the Activate Supervisor button.

   

3. Enter your Placetel UC-One user ID in user@domain format and enter your password.

   

   If you are unsure of your user ID or password, contact your administrator. You can also enter just the user part of your ID. The system then appends the default
   domain to it before authenticating you. However, if your domain is different from the default domain, you have to enter your user ID with the domain name.
   Optionally, if your system has been configured to allow it, you can configure your domain name.

4. Check Stay signed in to instruct the client to automatically reconnect and sign in to the server when it detects a network connection. This should generally be enabled to help mitigate intermittent internet connections. When disabled, the client signs out the user when the connection is lost.
5. To configure your domain name or the Call Center language, click Show options. The area expands, displaying advanced options.

   

6. To configure your domain, in the Append Domain text box, enter your domain name. When you enter your user ID without a domain, the system appends the configured domain instead of the system-wide default domain.
7. The Hotel Host option is not available at this time, but is reserved for future functionality.
8. English (US) is the only supported language at this time. Another language may be selected, but only English (US) will be shown.
9. To add a bookmark to this page in your browser, click Bookmark this page and follow the instructions of your browser.
10. Click Sign In.
    Call Center starts and you are signed in.

To Sign in from Web Browser

1. In your web browser, enter the Uniform Resource Locator (URL) of the Call Center client. The Call Center Sign-in page appears.
2. Follow from Step 3 above.

Get Help

Call Center provides you with online access to a portable document format (PDF) version of this guide.

To access the document, click the Help link in the top right-hand side of the main interface.

Sign Out

1. To sign out of Call Center, click Sign Out at the top right-hand side of the main interface.
   If you are the last agent to sign out of a call center, a message appears, providing the details of queues in which you are the last agent to sign out and asking you to confirm that you want to sign out.

NOTE: This functionality is not available when you close the application using the browser’s Close button or when you refresh (F5) the browser.

2. To stay signed in, click No. You are returned to the application.

• To continue signing out, click Yes.
  A message appears asking whether you would like to save your current workspace.

  

• To save your current workspace, click Yes. This allows you to retain the same interface setup at your next session.

Set Up Call Center

When you sign in to Call Center for the first time, it is recommended that you configure the following settings:

• Configure agents you want to monitor. For more information, see section Select Agents to Monitor.
• Configure queues you want to monitor. For more information, see section Select Call Centers to Monitor.
  For more information about the settings you can configure in Call Center, see section Configure Call Center.

Change Your Password

You can change your password when you are signed in to Call Center.

1. To change your password, click the Settings link at the top right-hand side of the main page.
2. Click the General tab and then click Change Password.

   

3. Enter your old and new password in the provided text boxes and click Change Password.
   Note that the Reset button does not reset your password. It only clears the input boxes.

NOTE: It must meet the password requirements set on Placetel UC-One.

Enable or Disable Services

You can use the following services in Call Center: Call Waiting, Call Forwarding Always, and Do Not Disturb, provided that your administrator has assigned the services to you.

To enable or disable Call Waiting:

1. In the Call Console, click Call Waiting . The button changes to this to indicate that the service is enabled.
2. To disable it, click the button again.

To enable or disable Do Not Disturb or Call Forwarding Always:

1. At the top right-hand corner of the main page, click Settings. The Settings page appears.
2. Click the Services tab.
3. On the Services page that appears, select the service you want to enable or disable, and check or uncheck the Active box.
4. If you checked the Active box for the Call Forwarding Always service, in the Forward To text box, enter the phone number to forward your call to. Also, Check the Ring
   Splash box if you would like to be notified by short ring to let you know a call came in and was forwarded.
5. Click Save.
   For more information, see section Configure Call Center.

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.

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 5.4.1 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.
| Queued Calls Pane | The Queued Calls pane, available only to supervisors, allows you to manage queued calls for selected call centers that you supervise.
| 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.
| Dashboard | The Dashboard, accessible from the main page via the Dashboard link, provides you with real-time summary information about the call centers and
agents you supervise (up to 50).
| 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
• Queued Calls Pane
• Controls

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

• Queued Calls pane – Queued Calls Pane
• Report windows – Generate Reports
• Dashboard – View Real-Time Statistics
• Settings pages – 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.

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, the Dashboard, 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. As Supervisor, if you are always Available unless configured by the Site Administrator to also function as an agent. If so, 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 6 Manage Calls.

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.

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.

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 5.4.1 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 if you are also staffing it 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.

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.

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 | Display Icon | 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 Pane

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.

The Contacts pane contains the following panels:

• Search Panel
• Company Panel
• Personal Contacts
• Agents 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.

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.

Company Panel

The Company Contact panel contains the contacts in your Placetel UC-One enterprise directory.

Personal Contacts Panel

The Personal panel contains the contacts from your Placetel UC-One 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.

Agents Panel

The Agents panel is used by supervisors to monitor and manage agents under their supervision. For more information, see section Manage Agents.

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.

Outlook Panel

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

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.

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), in a call log, or on a queued call.

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.

| | |
|:—-:| |:—-:|
| Icon | 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 | |
|

| 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 a Three-Way Conference. |
|

| Pull Out Directory | This places a selected directory below the Call Console. |
| Dialog Box - Notification Window | |
|

| vCard | This saves the caller’s phone number and personal information as a vCard in Microsoft Outlook. It appears only when Outlook is running.
| Queued Calls Pane – Call Center Queue Panel | |
| (image: bild53.png | Service Mode | This identifies and allows you to change the service mode of a supervised call center.
| 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 25. Note that other buttons may appear on the line for a contact, depending on the call state and the contact’s configuration.

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

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

| | |
|:—-:| |:—-:|
| Buton | Description |
|

| This dials the number you entered in the Dialer. |
|

| This places a call to the selected contact or to a number from Call History. |
|

| This redials the last dialed number.|
|

| This dials the contact’s extension. |
|

| This dials the contact’s mobile number.|
|

| This brings up a new e-mail message window with the contact’s email address, allowing you to send a message to the contact. |
|

| This transfers a call to an ad hoc number entered in the Dialer. |
|

| This transfers a call to a selected number or contact.|
|

| This answers an incoming call, answers an unanswered call for a contact, or resumes a held call. |
|

| This places a call on hold. |
|

| This ends a call. |
|

| This establishes a conference call or adds a call to a conference.|
|

| This escalates a call to a selected supervisor. |
|

| This places an emergency call to a selected supervisor.
| For Supervisors Only | |
|

| This allows the supervisor to silently monitor the next call for a selected agent or call center.
|

| This allows the supervisor to silently monitor the current call for a selected agent with an active call.
|

| This allows the supervisor to change a selected agent’s ACD state.
|

| This allows the supervisor to barge in on an agent’s call, by establishing a Three-Way Call between the supervisor and the two parties involved in the call.
|

| This answers an unanswered call for a monitored agent.
|

| This promotes a selected call to the next highest priority bucket within the queue
|

| 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.
|

| This changes a call’s position in the queue.