Cisco Agent Desktop August, 2009

1. Cisco Agent DesktopAugust, 2009 Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

2. Logging in/Logging out Before logging into the Agent Desktop make sure that Cisco IP Communicator is running on the machine. Agent will only provide the environment, all of the operations will be done by IP Communicator in the background. To Log In: Choose Start > Programs > Cisco > Desktop > Agent. The Agent Login dialog box appears. Enter your ID, password, and extension in the appropriate fields, then click OK or press Enter. If you attempt to log in and the ID is already in use by another agent, you will be asked if you want to force the login. If you opt to do so, you will be logged in and the other agent using that ID will be logged out. To Log Off: 1.Change to the Not Ready agent state. 2.Click Logout on the toolbar. Choose the appropriate reason code and then click OK. You are now logged out of the ACD. If you wish, you can keep Agent Desktop running and log back in later by clicking Login. 3.Click Close (the X in the upper right corner of the window) to exit Agent Desktop. When you attempt to log in, you might see an error message, “A licensing error has occurred. Please see your administrator.” This generally appears when all CAD software licenses are in use. For this reason, it is important that you close CAD completely when you are done using it, rather than simply logging off. As long as CAD is running, one license is being used. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

3. Agent Desktop UI Dashboard Contact Data Tables Integrated Dashboard

4. Dashboard Changes your state to Ready, indicating that you are available to receive ACD calls. Answers or drops the selected call. Stops call recording if customer is asking for this. Puts the selected call on hold and adds other parties into a conference call. Changes your state to Work, indicating that you are in after call work. Initiates a chat session with another member of your team, supervisor. Logs you out of the ACD. Displays logs and statistics of yours. Changes your state to Not Ready, indicating that you are not available to receive ACD calls. Puts a selected call on hold or takes it off hold. Puts a selected call on hold and transfers it to a third party. Displays the dial pad so you can dial an outbound call. Shows the Team Message sent by Supervisor (for selected length of time) Displays data about the agent’s current call (state, number of the caller, duration, etc.) Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

5. Contact Data The enterprise data section displays data associated with the selected call (ANI – customer’s phone number; DNIS – the number customer is calling) The call activity section displays the call activity for the selected call (Agents the call passed through, Queue – according to the number customer called, Duration, etc). Integrated Browser Each of the additional sections mentioned can be minimized and hidden. Favorite Work Sites: Customers Module, SF, KB, etc. Field for alternative Web Sites usage. The integrated browser allows you to view intranet and internet web pages from within Agent Desktop. The integrated browser can have up to 10 tabs. The first tab is reserved for web pages that your supervisor can push to you in order to assist you in helping customers. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

6. Agent States • Agent can have the following states in Agent Desktop: • Logout • You are logged out of the ACD. • Not Ready • You are not available to receive routed calls. • Ready • You are available to receive routed calls. • Talking • You are on the phone with a customer or another agent. This state is automatically set for you by the ACD and does not have a corresponding button. • Work • You are completing work from a previous call, and are unavailable to receive routed calls. Your current ACD agent state is displayed in the title bar (the top of the CAD window) and the status bar (the bottom of the CAD window). When CAD is minimized, your current agent state is readily visible on the button on the task bar.

7. State Change Reasons • Reason codes describe why you have transitioned to the Not Ready or Logout agent state. • Whenever you initiate a transition to the Not Ready or Logout state, or such a transition is included in a work flow, a popup dialog box appears. You must select the appropriate code from that dialog box and click OK in order to make the transition. • Focus Group Discussion Senior staff member with SPs during his site visit • Preshift / Team Huddles (Meetings) Team managers stage meeting with their teams before start of shift • Break (Smoke Brake) • Lunch Break • ACW - After call Work Document case notes at the end of a call prior to taking another call • Outbound Calls - Tier 1 & 2 • Coaching QAS/Team Managers spending time with SP on feedback and coaching • Training SPs taking time off from production into new service training • Clerical Offline administrative assignment from Team Manager • Restroom • Shift End

8. Handling Phone Calls You can receive ACD and non-ACD calls through Agent Desktop. You must be logged in and be in the Ready state to receive an ACD call. You can be in any state to receive a non-ACD call. If you receive a non-ACD call, you are automatically put in the Not Ready state, and then returned to your previous state after the call ends. To answer a call: Click Answer. To terminate a call: Click Drop. Making Outbound Calls You can make a call from any agent state except Logoff, as long as you are not on a call. Use the Make Call button to make a call. To make a call: 1.Click Make Call. The Make a Call dialog box appears. 2.Enter a number in the Name: Number field. 3.Click Dial. Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

9. Transferring the Call • There are two types of transfer calls: • Blind transfers. In a blind transfer, you transfer the active call to the third party without speaking. • Supervised transfers. In a supervised transfer, you speak to the third party to whom the call is being transferred before connecting the active call, in order to confirm that the third party is ready to accept the call. • To transfer a call: • 1.With a call active, click Transfer. The Transferring Call window appears. • 2.Enter the phone number to which you are transferring the call in the Name: Number field. • 3.Click Dial. When the phone rings, the Dial button changes to the Transfer button. • 4.Take one of the following actions: • For a blind transfer, click Transfer when the phone starts ringing. • For a supervised transfer, wait for the phone to be answered, then announce the transfer. If you want to place the new call on hold and pick up the original call, click Alternate. Then click Transfer. Conferencing the Call • You can add other parties to an active call to make a conference call. There are two types of conference calls: • Blind conference. In a blind conference, you add the third party to the conference without speaking to him or her. • Supervised conference. In a supervised conference, you speak to the third party you want to add to your call before completing the conference, in order to confirm that the third party is ready to accept the call. The Alternate function allows you to put the third party on hold and pick up the original call before completing the conference. • To make a conference call: • 1.With a call active, click Conference. The Conferencing window appears. • 2.Enter the phone number of the person you want to add to the call in the Name: Number field. • 3.Click Dial. When the phone rings, the Dial button changes to the Add to Conf. button. • 4.Take one of the following actions: • For a blind conference, click Add to Conf. when the phone starts ringing. • For a supervised conference, wait for the phone to be answered, then announce the conference. If you want to place the new call on hold and pick up the original call, click Alternate. Then click Add to Conf.

10. Using Chat Chat enables you to send instant messages to agents and supervisors on your teams. The Contact Selection is divided to several Contact lists (including Agents and Supervisors). Shows the State of the employees. To initiate a chat session: 1.On the toolbar, click Chat. The Contact Selection window appears. This window lists the names and status of people with whom you can chat. 2.To chat with a person, double-click that person’s name. A Chat window opens and a session begins with the person you selected. 3.Type your message in the text entry field. 4.If you want your message to be noticed immediately by popping on the recipient’s screen, select the High priority check box. 5.Click Send or press Enter. Your message is sent to your chat partner and logged in the chat log pane. • The Contact Selection window also provides menu access to the following call handling functions: • Making a call • Transferring a call • Initiating a conference call

11. Agent Real Time Displays To view agent real time displays: 1.On the dashboard toolbar, click Reports. The Agent Real Time Displays window appears. 2.From the Real Time Displays drop-down list, select the display you want to view. The display appears in the window. 3.Click Refresh (if enabled) to update the information, if necessary. The Agent ACD State Log Display shows a record of all ACD server state transitions for the current day, starting at midnight. The report is in chronological order. The Agent Call Log Display shows a record of calls made and received over the last 7 days by day, starting at midnight each day. The Agent Statistics Display shows your performance statistics for the current day, starting at midnight. The Contact Service Queue Statistics Display shows information about contact service queues and the calls routed to them for the current day, starting at midnight.

12. Cisco Supervisor DesktopAugust, 2009 Proprietary/Confidential. For Internal or Acronis Authorized Partner Use Only

13. Logging in Choose Start > Programs > Cisco > Desktop > Supervisor. The login dialog box appears. Enter your Supervisor Desktop login ID and password in the appropriate fields, and then click OK or press Enter. Supervisor Desktop starts, but does not show any data and the status bar displays “No Service”. From the Team drop-down list, select a team.

14. Dashboard Puts the chosen Agent into Ready, Not Ready, Work states Refreshes the information in the active data view pane. Sends Team Message Team Selection. Starts/Stops monitoring of the chosen Agent. Queues associated with the Team chosen. Joins the selected agent’s phone conversation. Intercepts the selected agent’s phone call while disconnecting the agent from the phone call. All Agents and Supervisor logged in. The icon next to the agent’s name indicates which agent state the agent is in. Real time displays. The Supervisor Desktop interface is highly configurable. By default, the browser is not enabled and the panes are not dockable. However, you can configure real time displays, enable the integrated browser, and enable all panes to act as dockable windows (so you can move them and resize them independently).

15. Monitoring Agents The voice monitor button enables you to silently listen in on an agent’s phone conversations. To start monitoring an agent: 1.Choose an agent in the Agents tree. 2.Click the Start Voice Monitor button, or choose Intervention > Start Voice Monitor. To stop monitoring an agent: Click the Stop Voice Monitor button, or choose Intervention > Stop Voice Monitor. Pushing a Web Page to an Agent You can coach an agent by pushing a web page to that agent’s Agent Desktop integrated browser. To push a web page to an agent: 1.From the Agent tree, select an agent. 2.Choose Intervention > Coach by Pushing a Page. The Push URL to Agents dialog box appears. 3.Enter the URL of the web page you want the agent to see, and then click Push to send the web page to the agent. The web page you pushed to the agent is displayed in the first tab of the agent’s integrated browser. This tab is reserved for pushed web pages. Changing Agent’s State You can use Supervisor Desktop to change the ACD state of an agent on your team, including logging an agent out. To change an agent’s agent state: 1.From the Agents tree, select the agent whose state you want to change. 2.On the toolbar, click the appropriate agent state button.

16. Barging In on Calls The Barge-In feature enables you to join an agent’s phone conversation. When you click the Barge-In button, you are automatically added to the phone call. It is a forced conference. To barge in: 1.Select an agent call in the team view pane. 2.Click the Barge-In button or choose Intervention > Barge-In. You are added to the call. At any time during the conference call, you can click Intercept to disconnect the agent whose call is selected from the conference call and continue talking with the remaining parties yourself. To drop the barged-in call: In Cisco Agent Desktop, select the conference call from the dashboard and then click Drop. Intercepting Calls The Intercept feature enables you to intercept an agent’s phone call while disconnecting the agent from that phone call. It is a forced transfer. To intercept a phone call: 1.Select an agent call in the team view pane. 2.Click the Intercept button or choose Intervention > Intercept. The call is transferred to you. If you are intercepting a conference call you are on, the agent call you selected in the team view pane is dropped from the conference call, and all other participants in the conference call remain connected. To drop the intercepted call: In Cisco Agent Desktop, select the intercepted call from the dashboard and then click Drop.

17. Sending Team Messages You can send a team message to all CAD agents on a team, whether or not the agent is logged into the ACD. As long as Agent Desktop is open, an agent can view a team message. The Team Messages dialog box stores the last 10 team messages you broadcast. You can select any one of these messages to broadcast again. If you send more than 10 team messages, the oldest one drops off the stored list. To send a team message to all agents on a team: 1.From the team selection list, choose the team to which you want to send the message, and then click View > Team Messages or click the Team Messages button. 2.Type your message in the text box. The TM can be up to 255 characters long. 3.In the Expires at field, choose a specific time for the message to expire. By default, the message runs for 30 minutes. 4.Click Start or press Enter. The team message is sent to the team for the length of time you chose. The text of the message you sent is logged in the current team performance message field. To cancel a team message: In the Team Message dialog box, click Stop.

18. Supervisor Real Time Displays The Agent vs. Team Summary display is available when you select a specific agent in the Agents tree. This display presents the performance details for the agent and compares them to the performance details of the team. The Call display is available when you select the Logs node underneath a specific agent’s name in the Agents tree. This display presents a history of the calls made and received by the agent during the current session. The Active Call display is available when you select an active call under a specific agent’s name in the Agents tree. The State display is available when you select the Logs node underneath a specific agent’s name in the Agents tree.This display presents a history of the ACD states the agent transitioned through during the current session. The Enterprise Call History display is available when you select an active call under a specific agent’s name in the Agents tree. This display presents a history of the call’s presence in the contact center. The Team State display is available when you select the Team node or Agents node in the Agents tree. This display presents the performance details for each agent on the team. The Enterprise Data display is available when you select an active call under a specific agent’s name in the Agents tree. The Voice CSQ—Detail display is available when you select a specific contact service queue from the Skill Groups tree. This display presents information about each agent logged into the ACD and assigned to the selected contact service queue. The Team Summary display is available when you select the Team node or Agents node in the Agents tree. This display presents the real time state of the agents on the selected team who are currently logged into the ACD. The CSQ — Summary display is available when you select a specific contact service queue from the Skill Groups tree. This display presents a summary of a specific contact service queue’s statistics. The Team Skill Statistics display is available when you select the Skill Groups node in the Skill Groups tree. This display presents the details of each individual skill group, regardless of whether or not an agent with that skill is logged in.