Using IP Office Contact Center User Interface

Edition: 1.0 01/28/2014

COMPAS ID: 163731

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COMPAS

This document is also available in the COMPAS database. The

COMPAS ID for this document is 163731.

Using IP Office Contact Center User Interface Contents 3

Contents About this manual 15

Overview: About this manual .................................................................................................. 15 Questions about this manual .................................................................................................... 15

Who is part of the target group? ................................................................................ 15 What kind of information is provided? ...................................................................... 15 What kind of information is not provided? ................................................................ 16 How is this manual organized? .................................................................................. 16 Which edition are you reading? ................................................................................. 16 Where can you find additional information? ............................................................. 16

How do you get a printed copy? .............................................................................................. 17 Prerequisites .............................................................................................................. 17 Printing the manual.................................................................................................... 17 Problems when printing ............................................................................................. 17

Getting to know the application 19 What is the purpose of the IP Office Contact Center UI application? ..................................... 19

What is IP Office Contact Center UI? ....................................................................... 19 Which topics do you, the user, have to read? ........................................................................... 21

Which types of users are there? ................................................................................. 21 Agent ......................................................................................................................... 21 Supervisor .................................................................................................................. 22 Administrator............................................................................................................. 22

Starting, pausing and exiting the application ........................................................................... 23 Which prerequisites must be met before you can use the IP Office Contact Center UI application? ............................................................................................... 23 Which privileges do you have as an agent in the IP Office Contact Center UI application? ............................................................................................................... 23 Choose a terminal ...................................................................................................... 23 Starting with the Taskbar ........................................................................................... 23 Starting with the Windows User Account ................................................................. 24 Taking a break ........................................................................................................... 24 Starting a break .......................................................................................................... 24 Ending a break ........................................................................................................... 24 When is a break denied? ............................................................................................ 24 Initiating a Break during the Wrap-up Time ............................................................. 26 Logging out ............................................................................................................... 26 Exiting the application ............................................................................................... 26 Changing the password .............................................................................................. 27 Changing the alias ..................................................................................................... 27

Structure of the IP Office Contact Center UI application ........................................................ 28 Title bar ..................................................................................................................... 28 Application icon ........................................................................................................ 28 Menu bar ................................................................................................................... 28 Menus and commands ............................................................................................... 29 Info Area ................................................................................................................... 31 Taskbar ...................................................................................................................... 33 Work area .................................................................................................................. 35

Using the Help function ........................................................................................................... 36 Starting the Online help contents ............................................................................... 36

4 Contents Using IP Office Contact Center User Interface

Help during operation ................................................................................................ 36 Searching for a certain term....................................................................................... 36

Signing on to or out of from agent groups ............................................................................... 38 Select AG .................................................................................................................. 38 Signing on to agent groups ........................................................................................ 39 Signing out of agent groups ....................................................................................... 40 Working with profiles................................................................................................ 41

Displaying information about the IP Office Contact Center UI application ............................ 42 What information about MainFramework does the About dialog show? .................. 42 Displaying information .............................................................................................. 42

Customer service: Home module 43 Structure ................................................................................................................................... 43

Icons in the Taskbar................................................................................................... 43 General structure ....................................................................................................... 43 Menu bar ................................................................................................................... 43 Requirements: Privileges ........................................................................................... 44

Home realtime information view ............................................................................................. 45 Views in the Home module ....................................................................................... 45 Home File View tool bar ........................................................................................... 45

General properties of home realtime information .................................................................... 46 General tab ................................................................................................................ 46 Settings ...................................................................................................................... 46 Presentation tab ......................................................................................................... 46

Configuring home realtime information .................................................................................. 47 Working with home realtime information ................................................................. 47 Configuring realtime information .............................................................................. 47 What realtime information elements are available? .................................................. 47 Assigning home realtime information for other agents ............................................. 48

Customer service: Telephony module 49 Structure ................................................................................................................................... 49

Icons in the Taskbar................................................................................................... 49 General structure ....................................................................................................... 49 Menu bar ................................................................................................................... 49 Requirements: privileges ........................................................................................... 50

Telephony realtime information view ...................................................................................... 51 Views in the Telephony module ................................................................................ 51 Telephony File View tool bar .................................................................................... 52

General properties of Telephony realtime information ............................................................ 53 General tab ................................................................................................................ 53 Settings ...................................................................................................................... 53 Presentation tab ......................................................................................................... 53

Configuring Telephony realtime information .......................................................................... 54 Configuring Telephony realtime information ............................................................ 54 Configuring realtime information .............................................................................. 54 What realtime information elements are available? .................................................. 54 Direct call .................................................................................................................. 56 Assigning Telephony realtime information for other agents ..................................... 57

Structure of the contact bar ...................................................................................................... 58 Contact bar ................................................................................................................ 58 Contact information lines .......................................................................................... 58 Function bar ............................................................................................................... 60 Only contact bar displayed ........................................................................................ 61 Minimized view ......................................................................................................... 65

Contact bar configuration ........................................................................................................ 66 Configuring your own contact bar ............................................................................. 66 Configuring the contact bar for other agents ............................................................. 66 Contact bar configuration .......................................................................................... 66

Using IP Office Contact Center User Interface Contents 5

How do you select telephone elements? .................................................................... 67 Telephone keys .......................................................................................................... 67

Making calls ............................................................................................................................ 70 Additional information on making calls .................................................................... 70 What is a Call Center call? ........................................................................................ 70 Answering a call ........................................................................................................ 70 If you do not answer a call ........................................................................................ 72 Ending a conversation ............................................................................................... 72 Calling a subscriber ................................................................................................... 73 Outgoing call center calls .......................................................................................... 74 Redialing ................................................................................................................... 75 Consultation calls ...................................................................................................... 76 Conference................................................................................................................. 77 Toggle ........................................................................................................................ 78 Transferring connections ........................................................................................... 80 Holding calls.............................................................................................................. 81 Requesting support .................................................................................................... 82 Requesting active support (Emergency) .................................................................... 82 Support from the supervisor ...................................................................................... 83

Using the phone book .............................................................................................................. 84 Opening the phone book ............................................................................................ 84 Phone book views ...................................................................................................... 84 Switching the view of the phone book ...................................................................... 84 Which address books can you use? ........................................................................... 84 What information does the telephone list show? ....................................................... 85 What information does the detail view show? ........................................................... 85 Searching for and calling a subscriber ....................................................................... 86

Entering a job code .................................................................................................................. 87 Which prerequisites have to be met? ......................................................................... 87 What are job codes used for? ..................................................................................... 87 Mandatory job code ................................................................................................... 87 Entering a job code .................................................................................................... 88

Using ACW ............................................................................................................................. 89 ACW .......................................................................................................................... 89 Extending the preset ACW ........................................................................................ 89 End of ACW .............................................................................................................. 90 Manual ACW ............................................................................................................ 90

DTMF ...................................................................................................................................... 91 DTMF ........................................................................................................................ 91

Qualifying calls ........................................................................................................................ 92 You have reached the correct subscriber ................................................................... 92 You have not reached the correct subscriber ............................................................. 92 You have reached a fax machine ............................................................................... 93

Information messages .............................................................................................................. 94 Information message statuses .................................................................................... 94 Messages from the Realtime information module ..................................................... 94 Messages about the connection ................................................................................. 94 Messages for telephony ............................................................................................. 96

Customer history and quick bar ............................................................................................... 97 About Customer history ............................................................................................ 97 Requirements for the customer history ...................................................................... 98 Properties of the customer history ............................................................................. 98 Configuring a customer history ............................................................................... 100 Using customer history ............................................................................................ 100 About quick bar ....................................................................................................... 101 Prerequisites for a quick bar .................................................................................... 102 Predefined quick bar with customer history ............................................................ 102 Usable Telephony elements in the quick bar ........................................................... 102 Configuring a quick bar ........................................................................................... 103 Using a quick bar ..................................................................................................... 103

6 Contents Using IP Office Contact Center User Interface

Customer service: E-mail module 105 E-mail module ....................................................................................................................... 105

Properties ................................................................................................................. 105 Opening ................................................................................................................... 106

Structure of the module.......................................................................................................... 107 Illustration and explanation of areas on E-mail screen ............................................ 107 Menus and commands ............................................................................................. 108 Icons: Document status ............................................................................................ 109 Transmission job status (Outbox folder only) ......................................................... 109 Icons: Create new e-mail ......................................................................................... 110 Format, Font, Font size ............................................................................................ 111 Mailbox folders ....................................................................................................... 112 Processing status display ......................................................................................... 113 Action bar ................................................................................................................ 113 Agent status indicator .............................................................................................. 117 Email display area and processing area ................................................................... 117

Configuring mailbox folders .................................................................................................. 118 Available mailbox folders ....................................................................................... 118 Setting visible folders .............................................................................................. 119 Displayed columns configuration ............................................................................ 119 Sorting columns ....................................................................................................... 121 Changing the column width ..................................................................................... 121 Adapting the work area ........................................................................................... 121

Processing documents (mailbox folders) ............................................................................... 122 Mailbox folders: Inbox ............................................................................................ 122 Special features of documents ................................................................................. 123 Special features of documents assigned in the IP Office Contact Center system .... 125 Special features of directly addressed incoming documents ................................... 127 Special features of new outgoing documents .......................................................... 127 Mailbox folders: Deferred ....................................................................................... 127 Mailbox folders: Drafts ........................................................................................... 128 Mailbox folders: Sent .............................................................................................. 129 Mailbox folders: Deleted ......................................................................................... 129 Mailbox folders: Overview ...................................................................................... 129 Mailbox folders: Completed .................................................................................... 131 Mailbox folder: Archive .......................................................................................... 132 All mailbox folders: Search function ....................................................................... 133 Scrolling in folders .................................................................................................. 134

Processing documents (mail header) ..................................................................................... 135 Sender addresses ...................................................................................................... 135 Using addressing options ......................................................................................... 136

Key sequences ....................................................................................................................... 139 E-mail editor ............................................................................................................ 139 E-mail list ................................................................................................................ 139 Functions and commands ........................................................................................ 140

Using the address books ........................................................................................................ 141 Types of address books ........................................................................................... 141 Search fields in the address books ........................................................................... 142 Search ...................................................................................................................... 143 Displaying and changing transmission settings ....................................................... 143 Displaying and changing a distribution list ............................................................. 144

Configuring options ............................................................................................................... 145 Configuring updates ................................................................................................ 145 Available options ..................................................................................................... 145 Setting the options ................................................................................................... 147

Importing personal address books ........................................................................................ 148 Limitations............................................................................................................... 148 Error handling .......................................................................................................... 148 Import files .............................................................................................................. 148

Using IP Office Contact Center User Interface Contents 7

Creating templates for CSV files ............................................................................. 150 Importable columns ................................................................................................. 151 Importing ................................................................................................................. 152

Processing documents ............................................................................................................ 153 Creating a new document ........................................................................................ 153 Sending a document ................................................................................................ 153 Replying to the sender of a document ..................................................................... 154 Replying with or without the original text ............................................................... 154 Forwarding a document ........................................................................................... 155 Picking up a document ............................................................................................ 155 Delegating a document ............................................................................................ 156 Completing the processing of a transaction ............................................................. 156 Creating a signature ................................................................................................. 156 Allocating a job code ............................................................................................... 157 Adding an attachment .............................................................................................. 157 Configuring transmission options ............................................................................ 158 Holding and resubmitting a document ..................................................................... 160 Saving a document temporarily ............................................................................... 160 Repeating a failed transmission ............................................................................... 160 Resending a document ............................................................................................. 161 Printing a document ................................................................................................. 161 Editing attachments ................................................................................................. 162

Viewing processes and transmission status ........................................................................... 163 Displaying the processes ......................................................................................... 163 Displaying a transmission status .............................................................................. 163

Using the spell checker .......................................................................................................... 164 How is an entry identified if it is not in the dictionary? .......................................... 164 Performing a spell check ......................................................................................... 165 Functions and settings for the spell check ............................................................... 165

Working with text blocks ....................................................................................................... 167 Prerequisite .............................................................................................................. 167 Consider .................................................................................................................. 167 Structure of the text block view ............................................................................... 167 Inserting a text block ............................................................................................... 168

Tips and tricks........................................................................................................................ 169 Right mouse button (pop-up menu) ......................................................................... 169 What are privileges?................................................................................................ 170 Tracking messages.................................................................................................. 171 Viewing the properties of a message ....................................................................... 172

Customer service: Chat module 173 Chat module: Introduction ..................................................................................................... 173

Structure .................................................................................................................. 173 Icon in the taskbar ................................................................................................... 173 Icons in the tool bar ................................................................................................. 173 List view .................................................................................................................. 174 Chat progress ........................................................................................................... 175 Chat input ................................................................................................................ 175

Work with the Chat module ................................................................................................... 176 Prerequisite .............................................................................................................. 176 Starting the chat module .......................................................................................... 176 Signing on to agent group for chat .......................................................................... 176 Accepting a chat request .......................................................................................... 176 Answering a chat request ......................................................................................... 177 Completing a chat request ....................................................................................... 177 Inserting a smily ...................................................................................................... 177 Check the spelling ................................................................................................... 177 Pausing and exiting.................................................................................................. 177 Setting the columns ................................................................................................. 177

8 Contents Using IP Office Contact Center User Interface

Printing the chat progress ........................................................................................ 177 Functions in the chat progress ................................................................................. 178 Use of the keyboard ................................................................................................. 178 Overview of the buttons .......................................................................................... 179

Use the chat archive ............................................................................................................... 180 Prerequisites ............................................................................................................ 180 Search in the chat archive ........................................................................................ 180

Supervision: Realtime information module 181 What is Realtime information? .............................................................................................. 181

What is realtime information? ................................................................................. 181 Features ................................................................................................................... 181 For which objects can you monitor the status? ........................................................ 182 Icons on the task bar ................................................................................................ 182 Additional Realtime Information command ............................................................ 182 Views in Realtime Information ............................................................................... 183 Default monitors ...................................................................................................... 183

View: File View ..................................................................................................................... 184 Title bar ................................................................................................................... 184 Tool bar ................................................................................................................... 184 Folders ..................................................................................................................... 185 Pop-up menus in the File View ............................................................................... 185

View: Viewer ......................................................................................................................... 188 Title bar ................................................................................................................... 188 Tool bar ................................................................................................................... 188 Viewer View............................................................................................................ 188

View: Inspector ...................................................................................................................... 189 Title bar ................................................................................................................... 189 Tool bar ................................................................................................................... 189 Realtime information ............................................................................................... 190 Structure of realtime information ............................................................................ 191 Size of the work area ............................................................................................... 192 Default type ............................................................................................................. 192 Realtime information sheet ...................................................................................... 192

Realtime information elements .............................................................................................. 193 Which realtime information elements are available?............................................... 193 Displaying or hiding realtime information elements ............................................... 194

Configuring the settings of a realtime information element .................................................. 195 Settings of a realtime information element .............................................................. 195 Configuring the size of a realtime information element .......................................... 195 Font presentation ..................................................................................................... 195 Presentation of the background ............................................................................... 196 Color selection ......................................................................................................... 196 Hiding the title ......................................................................................................... 196 Hiding the total ........................................................................................................ 197 Configuring the column arrangement ...................................................................... 197 Configuring the number of columns ........................................................................ 198 Display information only for authorized ................................................................. 198 Configuring display range, limit values and colors for bar charts ........................... 199

Text elements ......................................................................................................................... 200 Label ........................................................................................................................ 200 Value element .......................................................................................................... 200 Maximum wait time for multiple topics .................................................................. 201 Hyperlink (text) ....................................................................................................... 201 E-mail to contact ..................................................................................................... 202 Out of office notice .................................................................................................. 203 Variable ................................................................................................................... 203 Tag (inline display).................................................................................................. 207 Tag (window display) .............................................................................................. 208

Using IP Office Contact Center User Interface Contents 9

Lists ....................................................................................................................................... 209 Agent status list ....................................................................................................... 209 Queue [Telephony] .................................................................................................. 212 Waiting e-mails [E-mail] ......................................................................................... 213 Number of conversations (AG) (topic) .................................................................... 214 Number of opened e-mails per AG (topic) .............................................................. 215 Skill combination .................................................................................................... 216 Abandoned Call list ................................................................................................. 217

Tables..................................................................................................................................... 219 Agent group table .................................................................................................... 219 Dialer table .............................................................................................................. 220 Topic table ............................................................................................................... 221 PBX table ................................................................................................................ 222 IVR table ................................................................................................................. 223

Graphics elements .................................................................................................................. 224 Image ....................................................................................................................... 224 Group ....................................................................................................................... 225 Bar chart .................................................................................................................. 226 Maximum wait time (topics) [Telephony] ............................................................... 227 Maximum wait time (topics) [E-mail] ..................................................................... 228 Queue (topics) [Telephony] ..................................................................................... 229 Waiting e-mails (topics) [E-mail] ............................................................................ 229 Individual status (LED) ........................................................................................... 229 Individual status (parser) ......................................................................................... 231 Pie chart ................................................................................................................... 233 Agent status (grid) ................................................................................................... 235 Agent status (team) .................................................................................................. 239 Telephone status ...................................................................................................... 239 Chart ........................................................................................................................ 240 Network overflows [Telephony] ............................................................................. 242 Remote functions ..................................................................................................... 243 Agent history ........................................................................................................... 245 Internet Browser ...................................................................................................... 246 Supervisor Assistance / Supervisor Emergency ...................................................... 247

Values .................................................................................................................................... 249 Topic values ............................................................................................................ 249 Agent values ............................................................................................................ 252 Agent group values .................................................................................................. 253 Team ........................................................................................................................ 254 PBX ......................................................................................................................... 254 Voice unit ................................................................................................................ 254 Dialer ....................................................................................................................... 255 Lines ........................................................................................................................ 256 Inserting or deleting objects .................................................................................... 257 Example: Inserting or deleting topics ...................................................................... 257 Drawing in realtime information sheets .................................................................. 258 Drawing a line ......................................................................................................... 258 Drawing a rectangle ................................................................................................. 258 Switching on selection mode ................................................................................... 258 Changing color, line type and line width ................................................................. 259 Selecting several drawn elements ............................................................................ 259 Deleting a drawn element ........................................................................................ 259

Saving window settings ......................................................................................................... 260 Working with a Detached Monitor .......................................................................... 260 Saving settings ......................................................................................................... 260 Saving settings for autostart .................................................................................... 260 Update types for realtime information ..................................................................... 261 Realtime display ...................................................................................................... 261 Periodic update ........................................................................................................ 261 What is a sliding window? ...................................................................................... 261

10 Contents Using IP Office Contact Center User Interface

Calculations ........................................................................................................................... 262 How are average values calculated? ........................................................................ 262 What is TSF and how is it calculated?..................................................................... 262 What is the DTSF and how is it calculated? ............................................................ 263 What is wait time? ................................................................................................... 263 Acceptance Level .................................................................................................... 263

Supervision: Reporting module 265 What is Reporting? ................................................................................................................ 265

Report data .............................................................................................................. 265 Advantages of reporting .......................................................................................... 266 Features ................................................................................................................... 266 Who collects the data? ............................................................................................. 266 What reporting types are available? ........................................................................ 266 What kinds of reporting are available? .................................................................... 267 For whom can you enable reporting? ...................................................................... 267 Which time settings are possible? ........................................................................... 267 How can you present reporting? .............................................................................. 267 How can you output reports? ................................................................................... 268

Reporting method .................................................................................................................. 268 Interval-based reporting ........................................................................................... 268 Back office reporting ............................................................................................... 268 Which reporting method is active? .......................................................................... 269

Conditions for calls and conversations .................................................................................. 270 Times ....................................................................................................................... 270 Number .................................................................................................................... 271

Calculations ........................................................................................................................... 272 Average values ........................................................................................................ 272 Maximum values ..................................................................................................... 272

Example 1: Simple report calculation .................................................................................... 273 Prerequisites for example 1 ..................................................................................... 273 Illustration of example 1 .......................................................................................... 273 Counters for example 1 ........................................................................................... 273 Table for example 1 ................................................................................................. 274

Example 2: Reporting for ring time, call, established call and conversation time ................. 275 Prerequisites for example 2 ..................................................................................... 275 Illustration of example 2 .......................................................................................... 275 Counters for example 2 ........................................................................................... 275 Table for example 2 in interval reporting ................................................................ 276 Table for example 2 in back office reporting .......................................................... 276

Cross-checking reporting counters ........................................................................................ 279 Counters for topic reporting .................................................................................... 279 Counters for agent groups ....................................................................................... 279 Counters for agents .................................................................................................. 279

Features of e-mail reporting ................................................................................................... 281 No difference between interval-based and back office reporting ............................ 281 Availability of reporting counters ............................................................................ 281 Maximum time to accept ......................................................................................... 281 Processing time ........................................................................................................ 281 Default for processing time ..................................................................................... 281 Wait time ................................................................................................................. 282 Service-oriented topic counter ................................................................................. 282 Handling time (processing time) ............................................................................. 282 Number of e-mails from point of view of user ........................................................ 282 E-mail service factor................................................................................................ 283 Topic counters for internal workflow ...................................................................... 283

Opening reporting .................................................................................................................. 284 Necessary privileges ................................................................................................ 284 Reporting counters................................................................................................... 284

Using IP Office Contact Center User Interface Contents 11

Opening reporting .................................................................................................... 284 Icons on the task bar ................................................................................................ 285 Views in reporting ................................................................................................... 285

View: File View ..................................................................................................................... 285 Illustration of areas .................................................................................................. 285 Title bar ................................................................................................................... 286 Tool bar ................................................................................................................... 286 Folders and reporting files ....................................................................................... 287 Pop-up menus in the File View ............................................................................... 288

View: Inspector ...................................................................................................................... 289 Illustration of areas .................................................................................................. 289 Title bar ................................................................................................................... 290 Tool bar ................................................................................................................... 290 Elements .................................................................................................................. 290 Reporting ................................................................................................................. 291

Element properties ................................................................................................................. 291 Element: Basic data ................................................................................................. 292 Element: Logo ......................................................................................................... 293 Element: Label ........................................................................................................ 293 Element: Table ........................................................................................................ 294 Element: Pie chart ................................................................................................... 294 Element: 3D pie chart .............................................................................................. 294 Element: Line graph ................................................................................................ 294 Element: Bar chart ................................................................................................... 295 Element: Dividing line ............................................................................................ 295

Explanations of pie charts and 3D pie charts ......................................................................... 296 Pie chart or 3D pie chart for an agent ...................................................................... 296 Pie chart or 3D pie chart for a topic ......................................................................... 296

General properties of reporting .............................................................................................. 298 General tab .............................................................................................................. 298 Settings .................................................................................................................... 298 Presentation tab ....................................................................................................... 299 Color selection ......................................................................................................... 299

Properties of a reporting element ........................................................................................... 300 Overview of reporting elements and possible properties ......................................... 300 Settings tab .............................................................................................................. 301 Tab: Period .............................................................................................................. 301 Tab: Output.............................................................................................................. 303 Tab: Counters .......................................................................................................... 306 Tab: Reporting type (agent example) ...................................................................... 306

Generating reports ................................................................................................................. 307 Generating new reports ............................................................................................ 307 Editing reports ......................................................................................................... 307 Configuring basic data ............................................................................................. 307 Inserting and editing labeling elements ................................................................... 309 Inserting and editing a Table element ...................................................................... 310 Inserting and editing a Pie chart element ................................................................. 311 Inserting and editing a Line graph element ............................................................. 312 Inserting and editing a Bar chart element ................................................................ 313 Changing the position of an element ....................................................................... 313 Changing the size of an element .............................................................................. 314 Deleting an element ................................................................................................. 314

Editing folders and reports ..................................................................................................... 315 Renaming ................................................................................................................ 315 Duplicating .............................................................................................................. 315 Deleting ................................................................................................................... 315 Refreshing views ..................................................................................................... 316 Changing assignment (private, public) .................................................................... 316

Generating and viewing reports ............................................................................................. 317 Limitation ................................................................................................................ 317

12 Contents Using IP Office Contact Center User Interface

Generating reports ................................................................................................... 317 Generating reports in the workspace ....................................................................... 317 Viewing reports as a full screen .............................................................................. 317

Generating automatic reports ................................................................................................. 318 Prerequisite .............................................................................................................. 318 Generating automatic reports................................................................................... 318 Example for Automatic Statistics ............................................................................ 319

Exporting reporting data ........................................................................................................ 321 Output media ........................................................................................................... 321 File names................................................................................................................ 322 Export folder............................................................................................................ 322 Exporting reports ..................................................................................................... 322

Tips and tricks: Supervision reports ...................................................................................... 323 Using macros for Excel ........................................................................................... 323

Supervision: Agent Evaluation 325 Agent Evaluation module ...................................................................................................... 325

What is Agent Evaluation? ...................................................................................... 325 Opening the Agent Evaluation module.................................................................... 325 Creating an agent report .......................................................................................... 326 Tabular display ........................................................................................................ 327 Paging through information ..................................................................................... 328

Supervision: Contact Evaluation 329 Contact Evaluation module .................................................................................................... 329

What is Contact Evaluation? ................................................................................... 329 Areas of application for Contact Evaluation ........................................................... 329 Opening Contact Evaluation .................................................................................... 330 Creating a contact evaluation .................................................................................. 330 Paging through information ..................................................................................... 331 Export ...................................................................................................................... 331 Tabular display ........................................................................................................ 331 Tabular display: details ............................................................................................ 333

Administration: UI Configuration module 337 Structure of the UI configuration module .............................................................................. 337

Opening the UI Configuration module .................................................................... 337 UI Config Control interface ................................................................................................... 338

UI Config Control view ........................................................................................... 338 Opening the UI configuration .................................................................................. 338 Updating the view ................................................................................................... 338

Settings for system, profile and agent .................................................................................... 339 Configuring the contact bar ..................................................................................... 340 Configuring the home module ................................................................................ 341 Configuring the Telephony module ......................................................................... 341 Adding Autostart realtime information ................................................................... 341 Configuring the status bar ....................................................................................... 341 Selecting an Active View ........................................................................................ 342 Configuring Colors for Keys and Pie Charts ........................................................... 343

Administration: additional modules 346 Administration task bar .......................................................................................................... 346

Prerequisite .............................................................................................................. 346 Administration task bar ........................................................................................... 346

Overview of additional modules ............................................................................................ 348 Configuration module .............................................................................................. 348 Task Flow Editor module ........................................................................................ 348

Using IP Office Contact Center User Interface Contents 13

IVR-Editor module .................................................................................................. 349 Dialer module .......................................................................................................... 350 Protocol module ...................................................................................................... 352 E-mail configuraton ................................................................................................. 353 Textblock admin module ......................................................................................... 353 Address book admin module ................................................................................... 354 Additional information ............................................................................................ 354

Glossary of Terms 355

Index 359

Using IP Office Contact Center User Interface About this manual 15

About this manual

Overview: About this manual This section contains useful information about this manual. It answers some of the questions you may have regarding the manual. You also learn how to print this manual.

Questions about this manual Before you start reading you might have questions regarding this document. In this section, we answer some of those questions.

Who is part of the target group? These instructions are intended for persons working with the IP Office Contact Center UI (User Interface) application or wanting to learn about its individual features. It makes no difference whether you are using this document in printed or online form.

Use these instructions as you see fit, for reference purposes or to get to know the possibilities IP Office Contact Center UI offers.

Please note that as a user you might have different privileges. To be able to use all functions of the IP Office Contact Center UI application, you either need to have the respective privileges or sign on as a specific user with the respective password.

What kind of information is provided? These instructions contain all necessary information on how to use and operate the IP Office Contact Center UI application.

16 About this manual Using IP Office Contact Center User Interface

What kind of information is not provided? This document does not provide information on the installation and commissioning of the IP Office Contact Center UI application. You can find information about other modules in the IP Office Contact Center system in the corresponding documents.

How is this manual organized? The structure of this document provides a systematic introduction to the use of the IP Office Contact Center UI application. Once you have read a few pages, you will notice that the topics are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, Instructions follow the prerequisites or necessary skills. An illustration or example further clarifies the topic.

Which edition are you reading? The following table lists information about this edition:

Compiled on: January 28, 2014

Based on: IP Office Contact Center UI application

Version 9.0.2

Available as: Online Help

Acrobat Reader file

Where can you find additional information? This document describes necessary knowledge and prerequisites you need to operate the IP Office Contact Center UI application.

You can find additional information about the IP Office Contact Center system in the user manuals of the other IP Office Contact Center modules.

Like this document, you can use these documents online or in printed form.

Using IP Office Contact Center User Interface About this manual 17

How do you get a printed copy? Perhaps you would rather read this manual on paper than on the PC screen. No problem! You can print the manual. This document is prepared for being printed. Printing this file provides you with a conventional manual.

The manual is printed in A4 format. When printed, the manual has around 344 pages.

Prerequisites The following conditions must be met if you want to print this document.

You need the IP Office Contact Center DVD.

An Acrobat Reader of at least Version 9 or higher must be installed on your PC. You can find the respective software on the DVD.

A graphics-capable printer must be connected to your PC.

Printing the manual You want to print this document.

1. Insert the IP Office Contact Center DVD into the DVD drive in your computer and in the Windows Explorer open the doc folder on the DVD.

2. Double-click the ipocc_902_userinterface_en.pdf. The Acrobat Reader application opens displaying this document.

3. In Acrobat Reader open the File menu and select Print. The file is printed.

Problems when printing If you cannot print the document, please consult your system administrator. Your system administrator can print a copy for you.

Using IP Office Contact Center User Interface Getting to know the application 19

Getting to know the application

What is the purpose of the IP Office Contact Center UI application?

The IP Office Contact Center UI is the switchboard for all actions in the IP Office Contact Center system. All other modules required for a IP Office Contact Center system are integrated into this application. You can start these modules and use their functions. You or your system administrator can set up the IP Office Contact Center UI application based on your needs to enable you to access the required modules and areas. The full scope of the IP Office Contact Center UI application lets you configure, manage, make calls, monitor, create reports, edit emails and set up the IP Office Contact Center UI application as required.

What is IP Office Contact Center UI? You use the IP Office Contact Center UI application in a IP Office Contact Center system for the following functions. The functions are divided into the following three topic areas. Note that you do not have to enable all topic areas and all modules.

Customer service modules Customer service includes the following modules. For more information on the modules, see the documentation.

Home

Telephony

E-mail

Chat

Supervisor modules

As a supervisor, you work with the following modules. For more information on the modules, see the documentation.

Realtime information

Reporting

Agent Evaluation

Contact Evaluation

20 Getting to know the application Using IP Office Contact Center User Interface

Administration modules

Administration includes the following modules. For more information on the modules, see the documentation for the module or the Online Help.

Configuration (separate documentation)

UI Configuration

Task Flow Editor (separate documentation)

IVR-Editor (separate documentation)

Dialer (separate documentation)

Protocol

E-mail configuration (separate documentation)

Textblock administration (separate documentation)

Address book administration (separate documentation)

Manifold customization options

Thanks to the large number of modules you have countless options in a IP Office Contact Center system. The IP Office Contact Center UI application is flexible enough to let you set it up based on the needs and requirements of your work. You can customize any number of windows. To customize a window means that you arrange available IP Office Contact Center UI elements on an interface. You usually arrange one or more windows so that you can operate necessary functions quickly and simply. You can configure the application for yourself and for others. This means that your supervisor or system administrator configures the IP Office Contact Center UI application especially for you. As an agent, you then use those functions.

Displays

In addition to the functions, you also have access to additional displays that provide necessary information. For example, you receive warnings to let you react to changes quickly.

Privileges

Privileges determine whether you can use a function or module in the IP Office Contact Center UI application. The system administrator can assign privileges to each agent based on his assignment. You then have access to the relevant functions based on the privileges defined for you. For information on your configuration, contact your system administrator.

For more information on privileges, see the documentation or Online Help for the Configuration module.

Using IP Office Contact Center User Interface Getting to know the application 21

Which topics do you, the user, have to read? Because the IP Office Contact Center system has an abundance of features, this documentation is very extensive. As an individual user, you do not need all of the topics in this user manual. To spare you from having to read all of the topics, here is a list of the topics you need for your work.

Which types of users are there? The following different users work with the IP Office Contact Center application.

Agent

Supervisor

Administrator