Unified Contact Center Enterprise

1. Unified Contact Center Enterprise Supervisor Desktop Training IT Support Center 8-6565 or 305-284-6565 www.miami.edu/network www.miami.edu/it/howto

2. Table of Contents • Agent Desktop • Agent Login • Agent State • Agent Ready State • Agent Not Ready State • Agent Wrap-Up States • Agent Dial/Answer/Release • Agent Making Calls • Agent Hold/Release • Agent Alternate/Reconnect • Agent Conference/Transfer • Agent Conferencing Calls • Agent Transferring Calls • Agent Supervisor Assist • Agent Tools • Agent Statistics • Agent Chat • Agent Call Information • Agent Status Bar • Agent Log Out/Reason Codes • Agent Log Out • Keyboard Accessibility • Supervisor Desktop • Supervisor Desktop • Supervisor Advanced Features • Team State Information • Agent State Control • Silent Monitor Start • Silent Monitor Stop • Supervisor Agent State Control • Monitored Calls - Barge In • Monitored Calls – Intercept • Monitoring Calls

3. Agent Desktop To start Agent Desktop, double-click the short-cut on the desktop: OR Start  Programs  Presidio Network Solutions  Agent Desktop Upon startup the Agent Desktop main screen appears.

4. Agent Login • Click on LOGIN. Enter the following information in the dialog box: • Connect to • Use the drop-down menu to select the connection profile that you want to use. • Agent ID • Your agent ID as assigned by your manager. • Password • Your password assigned by your manager • Instrument • The ACD phone number you receive calls on.

5. Agent State Agent State - Contains buttons that let the agent change their state after logging into the system. Ready Not Ready Work Not Ready Work Ready

6. Agent Ready State • By default, upon successful login, the agent is automatically placed in a Not Ready state. • To enter the Ready state, click the Readybutton. The agent is now ready to accept ACD calls.

7. Agent Not Ready State • Click the Not Ready button to stop taking ACD calls. The agent is still logged into the system. • Entering Not Ready state opens the Not Ready Reason Codes dialogue box. • Choose appropriate reason for going into Not Ready state. Press OK.

8. Agent Wrap-Up States • There are two wrap-up states: • Work Ready – After ending an ACD call the agent state changes to Work Ready. The wrap-up duration is 5 to 30 seconds (set by system administrator), then agent is automatically placed in a Readystate. • Work Not Ready - Changes agent state to Work Not Ready, indicating that agent will not be available to receive ACD calls after finishing wrap-up work. After completion of ACD calls a popup box for wrap-up codes appears for agent to select from. Select a wrap-up code and click .

9. Agent Dial/Answer/Release • Dial/Answer/Release • To place a call, click the Dialbutton and enter the phone number using the provided Dial Pad. • To answer a call, click the Answer button. If Auto-Answer is active for your call center, the agent will hear a tone before the ACD call is automatically delivered to them. • To hang up a call, click the Release button.

10. Agent Making Calls • To place a call you must be in the Not Ready state. • Click the Dial button and enter the phone number using the provided Dial Pad. • Then press

11. Agent Hold/Retrieve Call List • Hold/Retrieve • Allows the agent to put calls on hold and retrieve a held call. • To place the call on Hold, select a call from the call list and click the Holdbutton. • To return to the held call, first select the held call and then click the Retrieve button.

12. Agent Alternate/Reconnect • Alternate/Reconnect • These buttons are used to switch between multiple calls in the call list. • If there are multiple calls (i.e. inbound/outbound), click the Alternate button to automatically place one call on hold and pick up another call with a single click. • Use the Reconnect button to disconnect the active call(talking) and “Reconnect” to the call that is being held

13. Agent Conference/Transfer • Conference/Transfer • Contains buttons that let the agent initiate and complete conference and transfer calls.

14. Agent Conferencing Calls • To initiate a conference call, while having a party on the line, click the conference button. • Enter the phone number of the 3rd party in the Number to Dial field or select a destination from the pull-down menu (last 6 numbers dialed). • Click the Conferencebutton. After talking to the 3rd party, click the Conference button to join all parties.

15. Agent Transferring Calls • To transfer a call, click the Transfer button, dial the desired transfer number, and click the Trans Init or Single Step button. • The Warm Xferbutton puts the caller on Hold and allows the agent to speak to the transferred party before passing the call • Use the Blind Xferbutton for cold transfers (immediately transfers the caller)

16. Agent Supervisor Assist • Supervisor Assist** - Contains buttons that let the agent request assistance from a supervisor • Emergency Supervisor Assist – Immediately conferences available Supervisor into the conversation • Supervisor Assist – Places a call to the available Supervisor ** May not be active in all call centers

17. Agent Tools • Tools - Contains buttons that invoke statistical displays and initiate a chat session** ** May not be active in all call centers

18. Agent Statistics • Statistics Display – Provides agent with their own statistics for the current period they are logged in. • Real-Time statistics for themselves • Skill Group information Note – Agent statistics are snapshots of current log in period and may not exactly match information provided in reports

19. Agent Chat • Chat Session** – Allows agent to communicate with other agents and supervisors. ** May not be active in all call centers

20. Agent Call Information • Call Information - Displays the current call-related details • Call ID The Call ID value assigned to this call by Unified CCE or the Unified ICME software • CallStatus The status of the call, such as Ringing, Active, or Held • CallType The general classification of the call type • DNIS The Dialed Number Identification Service number provided with the call • NumberDialedThe calling line ID of the caller, usually the caller's phone number • Option Option selected from Automated Attendant by the caller • DialedNumber The number that the caller dialed • WrapUp Call-related wrap-up data populated by the agent after the call • Skill Group Call-related Skill Group data populated by the system after the call

21. Agent Status Bar • Status Bar - Displays information about the status of the softphone • Extension and Instrument are assigned to Agents • The Agent ID may be different than Agent Login • Agent Status – Ready, Not Ready, Talking • Connected To indicates the server the software is connected to • Online shows the connectivity status to the server

22. Agent Log Out / Reason Codes • To Logout, the agent state MUST be in a Not Ready state • Click Logout button to “Logout” • Select a Reason Code for logging out of the system • Click

23. Agent Log Out • On a successful logout, the following occurs: • You are logged out of Agent Desktop and the ACD switch. • All entries in the status bar at the bottom of the Agent Desktop screen become blank. • All Agent State and Call Control buttons are disabled except Login.

24. Keyboard Accessibility • The following Buttons have corresponding Hotkey shortcuts

25. Supervisor Desktop To start Supervisor Desktop, double-click the short-cut on the desktop: OR Start  Programs  Presidio Network Solutions  Agent Desktop Supervisor access is based on login credentials. Upon startup the Supervisor Desktop main screen appears.

26. Supervisor Desktop Upon successful login into the Supervisor Desktop the main screen appears. Supervisor ACD Calls Team Stats Monitored Calls

27. Supervisor Advanced Features • Enables supervisors to control their own states for receiving ACD calls • Provides real-time agent status information of all agent members managed by the supervisor. • Allows the supervisor to change the agent state of a supervised agent to Logout or Ready, depending on the agent’s current state. • Provides call information (call data and events) of an actively monitored agent (that is, the agent currently selected in the Real-Time Statistics grid). • Supports call monitoring features (silent monitor, barge in, and intercept). • Agent Re-skilling • Cisco Unified CC Enterprise includes the Agent Re-skilling tool. • This tool, an optionally installed browser-based application separate from the Supervisor Desktop, lets supervisors change the skill group designations of agents on his/her team.

28. Team State Information • Name - The agent’s name • Login Name – The login used by the agent • Agent ID - The agent’s ID, as assigned by the agent’s manager • Extension – Agent’s ACD extension • Agent State - Current state of the agent • Reason Code – Not Ready code number • Reason Text – Not Ready label • Time In State – The amount of time the agent has been in the current state • Skill Group – Identifies the skill groups to which the agent belongs • Skill Name – The names of the skill-groups to which the agent belongs. • Available For Call - Indicates if the agent is available to take a call

29. Agent State Control • The supervisor can use the Agent State Control to change the state of monitored agents. LogoutandMake Ready. • To control the agent state, perform the following steps: • Select the agent in the Team State Information grid • Click the Logout button to log the agent out, or the Make Ready button to put the agent in a ready state

30. Silent Monitor - Start • To Silent Monitor an agent, perform the following steps: • Select the agent in the Team State Information grid • Click the Start Silent Monitor button

31. Silent Monitor - Stop • To end Silent Monitor an agent, perform the following steps: • Select the agent in the Team State Information grid • Click the Stop Silent Monitor button

32. Supervisor Agent State Control The Agent State Control window contains the following buttons used for call control: • Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent from the Team State Information grid and then select a call from the Monitored Calls section. When the supervisor clicks the Barge-In button, he or she now becomes a party to the call. • Intercept. The Intercept button can only be used after barge-in. The supervisor can use the Intercept button to drop the agent from the call, leaving only the supervisor and the customer on the call. ** Features may not be active in all call centers

33. Monitored Calls – Barge-In • To Barge in on an agents active phone call, perform the following steps: • Click the Stop Silent Monitor on an agent • Select the agent in the Team State Information grid • Click the Barge-In button

34. Monitored Calls - Intercept • To Intercept an agents active phone call, perform the following steps: • Select the agent in the Team State Information grid • Click the Barge-Inbutton • Click the Intercept button

35. Monitoring Calls • The monitoring calls section shows the following information for the currently selected agent. • Call ID The Call ID value assigned to this call by Unified CCE or the Unified ICME software • CallStatusThe status of the call, such as Ringing, Active, or Held • CallTypeThe general classification of the call type • DNIS The Dialed Number Identification Service number provided with the call • NumberDialedThe calling line ID of the caller, usually the caller's phone number • Option Option selected from Automated Attendant by the caller • DialedNumber The number that the caller dialed • WrapUpCall-related wrap-up data populated by the agent after the call • Skill GroupCall-related Skill Group data populated by the system after the call • Service Request Field for Agent comments if further action is required