CSR Guide - gomad.orggomad.org/samples/PublicSamples/TW-CCU_CSRGuide.pdf · COSMO-COM MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT. CosmoCom, CosmoCall, CosmoCall Universe,

CSR Guide

CCU CSR Guide

CCU CSR Guide CCU_CSRGuide.book

CCU CSR Guide

CCU_CSRGuide.book

Document contents © 2006 CosmoCom, Inc. – All rights reserved.

Portions of the software described herein © 1995-2006 CosmoCom, Inc. – All rights reserved.

This User Guide is for informational purposes only. All specifications are subject to change. COSMO-COM MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT.

CosmoCom, CosmoCall, CosmoCall Universe, CosmoCall ACD Server, CosmoCall Agent, CosmoCall Telephone Gateway, CosmoCall Administrator, CosmoCall Supervisor, CosmoCaller, and CosmoCall Center are trademarks of CosmoCom Incorporated in the United States and/or other countries.

Other product or company names mentioned herein may be the trademarks, registered trademarks or ser-vice marks of their respective owners.

CosmoCom, Inc. • 121 Broad Hollow Road • Melville, NY 11747 • USA

Telephone: (631) 940-4200

Fax: (631) 940-4500

Web: www.cosmocom.com

Email: [email protected]

http://www.cosmocom.com

mailto:[email protected]

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Table of Contents

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Who should read this? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

The main topics of this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Document conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Contact CosmoCom . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Technical questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3Documentation concerns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Assisting CosmoCom to Keep Documentation Current . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3For HTML or Compiled help (CHM) files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4For PDF files or printed documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About CosmoCall Universe . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Agent Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Important Notes about the Agent Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Video Capture Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6DirectX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6CRM Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Agent Quickstart Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Some Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Co-Browsing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Multi-Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Scheduled / Unscheduled Call Back . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Callback Scheduling / Re-scheduling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10PDS Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

How to Use the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Important Notes about the Agent Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Table of Contents — Continued

CCU CSR Guide CCU_CSRGuide.bookPage ii of viii

Video Capture Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13DirectX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Media Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Dialing Location . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Start the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

The Agent Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Using the Agent – Common Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17The Standard Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Go Available / Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Answer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19About the Chat Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Use canned phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21Transfer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24Transfer a Call to an External Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Put a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25Make an Outbound Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Hang Up a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Wrap up Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Advanced Wrap-up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Exit the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Configuring the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

About Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Add a Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Customize your Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29Network Quality Meter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Creating a New, Customized Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Using the Agent – Other Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Launch Multimedia Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36Configure Windows NetMeeting for use with CosmoCall . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

The Agent Application Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

File > Preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Common Dialog Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40


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General tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Chat tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Audio tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Call Flow tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53Customizing Canned Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55Speed Dial tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56Custom URLs tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58Adding Custom URL buttons to the ToolBar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Other File Menu Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Change Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Save and Retrieve Call Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Exit the Agent Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Clear Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Canned Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Toggle Call Info / Email message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64Forwarding Messages and Attachments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66Dial Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Audio Sliders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69Audio Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Microphone Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Local Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Remote Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Stop Video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Customize... . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Call Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72New Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72Placing a New Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Other functions of the New Call dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Conferencing a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Toggle Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Hang Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79


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Schedule Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79AutoAnswer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Interaction Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Agent-Led Browse / Co-Browse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81Start Multimedia / Start Multimedia (non IE) / End Multimedia . . . . . . . . . . . . . . . . . . . . . . . . 81Sending URLs to Chat Callers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Agent Favorites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Push a URL to a caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Using Canned Phrases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

The CosmoCorder Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85Implementation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85

Agent Application Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87User Rights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87An Important Note about the Agent Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

Agent Installation - Standard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87

QoS Packet Scheduler Setup for the CosmoCall CSR Desktop and VCS . . . . . . . . . 89

Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Packet Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

Installing QoS Packet Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89To install QoS Packet Scheduler: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89Resource Reservation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90To ensure QoS is used: . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

Agent Application Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92


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Audio Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92QoS May Cause Echoes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92CD Player May Cause Noise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92NetMeeting May Set Audio Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92Reset Recording Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Video Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95Color Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Disable Automatic Detection of Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96If You Connect to Internet Through a Dial-Up Networking Connection . . . . . . . . . . . . . . . . . . 96If You Connect to Internet Through a Local Area Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Quick Reference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97

Quick Guide to Agent Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Windows XP Service Pack 2 Security Alert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Start the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Go Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Answer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Transfer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Put a Call on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99Hang Up a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Exit the Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Agent Functions, Icons and Shortcut Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Other Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

The Phone Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Available Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Phone Agent Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105Functions When Not In Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106In Call Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Introduction to CosmoTracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Who should read this? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

The main topics of this document . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

An Important Note Regarding CosmoTracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107


CCU CSR Guide CCU_CSRGuide.bookPage vi of viii

Introduction to the CosmoTracker System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

What does CosmoTracker Do? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Who Can Use CosmoTracker? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

CosmoTracker and the CosmoCall Agent Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Logical Infrastructure of CosmoTracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

The information stored in the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Modes of Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Online Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

General Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112Selecting Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Deleting Records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

Offline Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113

CosmoTracker Shortcuts, Tips and Tricks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Shortcut Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Dialing a Telephone Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114Expand and Contract Record Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114

The CosmoTracker User Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115

General Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115Creating New and Searching for Database Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116The Database Item List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Login Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117

The Home Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118Creating New Items, or Searching for Existing Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Browsing Multiple Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Arranging the View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

The Accounts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Searching Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120


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Browsing Multiple Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Arranging the View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Viewing Account Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122Editing Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Creating New Accounts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

The Contacts Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Searching Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125Browsing Multiple Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Arranging the View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Viewing Contact Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127Editing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Creating New Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

The Cases Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Searching Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131Browsing Multiple Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Arranging the View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Viewing Case Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133Editing Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Creating New Cases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

The Activities Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 Searching Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137Browsing Multiple Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Arranging the View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Viewing Activity Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139Editing Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140Creating New Activities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Current Activity Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

CosmoTracker Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Installation of CosmoTracker Server-side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Installation guide for CosmoTracker Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

CosmoTracker Web Package Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

CosmoTracker Client-side Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151


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Using CosmoTracker Stand-Alone Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Installation of CosmoTracker as a CRM Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Document Change Control Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Changes and Revisions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157CosmoCall Universe Definitions 157A 157C 158D 160E 160F 161G 161H 161I 161L 162M 162O 163P 163Q 164R 164S 164T 165U 166V 167W 168X 168

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Introduction — Who should read this?

CCU CSR Guide CCU_CSRGuide.bookPage 1 of 175

IntroductionWelcome to the CCU CSR Guide. This section briefly describes the contents of this document.

Who should read this?If CosmoCall Universe network-based service provider solution is installed on your desktop and your role in your organization or business is to service customers and cli-ents via telephone, email, or internet-based chat, you will want to read this manual. We also encourage Managers and Supervisors to refer to this manual to learn about the Cos-moCall Universe tools your Customer Service Representatives (CSRs) will use to con-duct their day-to-day job responsibilities.

The main topics of this documentThe topics covered in this document are (click on a link to go directly to that topic):

Overview — page 5The Overview section describes the CosmoCall Universe network-based service pro-vider solution. It also provides some important information about the computer the Agent application run on, and other information which should be read and understood before using the Agent application for the first time.

Agent Quickstart Guide — page 8 This section provides a “jumping off” point with links (cross-references) to the most commonly used functions in the Agent.

How to Use the Agent — page 13 This section provides you with step-by-step instructions about how to configure and use the CosmoCall Agent application to perform your day-to-day tasks.

The Agent Application Menus — page 39 This section provides a reference for all the choices available from the menu bar.

Agent Application Installation and Configuration — page 87 This section give information on installing the Agent, and valuable information on con-figuration issues.

Quick Reference — page 97 The Quick Reference section details the basic steps to take to use the CosmoCall Agent console.

Introduction — The main topics of this document


The Phone Agent — page 105 This section contains essential information for CSRs who are set up to only use a tradi-tional or IP telephone, without having a PC.

Introduction to CosmoTracker — page 107 CosmoTracker is an optional component that runs within the standard CCU Agent application and enhances the usability of the Agent application.

Introduction — Document conventions


Document conventionsThe following are typographic conventions used in CosmoCom technical documenta-tion:

Contact CosmoCom

Technical questions If you have any questions of a technical nature regarding the material contained herein, or for customer support, please visit the CosmoCom web page at: http://www.cosmo-com.com/Support/ContactSupport.asp and click “Send us an email.”

Documentation concerns

This document was created by the Technical Documentation team of CosmoCom, Inc. If you have any comments or questions about this documentation that are not of a tech-nical nature, please contact: [email protected]

Assisting CosmoCom to Keep Documentation CurrentDue to the dynamic nature of CosmoCom’s development environment, and in our efforts to deliver the most requested and newest features in a timely fashion, it is not always possible to include the most up-to-date screen captures or descriptions of

Item Description Example

File name or Path name

The name of a file or a fully- or partially-qualified directory path

C:\MyFiles\Text\example.txt\\..\Programming\Bin\hexedit.exeregedit.exe

Screen display or keyboard input

Lines of code, text dis-played at a DOS prompt or sample or real information to be entered via the key-board

Lastname, Firstname

Type autoexec.bat at the promptServerName= args(0)Container = args(1)on error resume next

Keys The actual key or a combi-nation of keys to be pressed on the keyboard

Press <CTRL>+<F1>

<SPACEBAR>Press <ENTER>

Press <CTRL>+<ALT>+<DEL> to reboot your PC.

Link, or cross-reference text

A link to another place in a document

See “Link, or cross-reference text” on page 3

Objects The name of a dialog box, window, data entry field, etc.

The Print Document dialog displaysType your first and last names in the Name: field and press <ENTER>

“Click” steps A series of short steps, usu-ally performed using the mouse

Click Start > RunFrom the Menu Bar, click File > Save As…

http://www.cosmocom.com/Support/ContactSupport.asp

http://www.cosmocom.com/Support/ContactSupport.asp


Introduction — Assisting CosmoCom to Keep Documentation Current


screens or processes in our documentation. While we strive for complete accuracy, it may happen that the documentation shows information or screen captures which are dif-ferent from what you see when running any particular application. If you are aware of any such discrepancies, and wish to inform us of them, please perform the steps listed below.

For HTML or Compiled help (CHM) files

Collect the following information:1. The name of the Help file which can be seen in either the title bar of the help

file, or in the “root” folder of the navigation panel (left panel) of the help file. For example: CCU_CSR_Guide.

2. The name of the main topic which displays at the top of the right-hand panel (help text panel) of the help file. For example: How to Use the Agent.

3. The name of the sub-topic (if any) nearest (above) the incorrect information or screen display. For example: Start the Agent.

4. A short description of the error or discrepancy.

Once collected, forward this information to: [email protected].

For PDF files or printed documents

Collect the following information:1. The name of the CosmoCom Universe document in which the discrepancy

appears. For example: the CosmoCall Universe CSR Guide.

2. The build number (if available).

3. The page number on which the incorrect information or screen capture appears.

4. A short description of the error or discrepancy.

Once collected, forward this information to: [email protected].

We appreciate your assistance in continuing to make CosmoCall Universe the “best of breed.”



Overview — About CosmoCall Universe


Overview

About CosmoCall UniverseCosmoCall Universe is network-based service provider solution that integrates live multimedia communication – telephone, text chat, video and messaging – into any Web site or network application, allowing a customer to receive live personal contact from a help desk or sales representative through his or her computer.

CosmoCall does all of this by “live contact-enabling” a Web site or network application so that calls can be placed directly from the application and can be routed to an appro-priate customer service representative (CSR).

CosmoCall is an integrated solution for multimedia, Internet call centers. Rather than using an inflexible, hardware-based Automatic Call Distributor (ACD), CosmoCall’s computer-based system takes advantage of the most advanced features of the telephone network and the Internet. CosmoCall replaces the rudimentary call management of typ-ical ACDs with intelligent queuing and skills-based routing. Internet calls, telephone, and email calls can be queued together and routed transparently, along with caller infor-mation, to CSRs.

Agent Computer Agent computers must meet or exceed the following requirements to be able to run the Agent application:

Agent Computer Minimum System Recommended System

Operating System Windows XP (SP 2) or 2000 Pro-fessional (SP 3+) Windows XP with Service Pack 2

Processor Pentium III class 800mHz proces-sor. Pentium IV 2GHz or faster.

Memory 256 megabytes of RAM. (If CCU only) Same or better.

Disk Space 30 megabytes of free hard disk space. Same or better.

Browser Microsoft Internet Explorer 5.5 with Service Pack 2. Microsoft Internet Explorer 6.0

Overview — Important Notes about the Agent Application


Important Notes about the Agent Application

Video Capture Devices

Some applications (such as WebCam32) require exclusive use of the video capture device, which can conflict with a multimedia call.

A CSR wishing to start a multimedia session with a caller must ensure that any such application is closed before proceeding to escalate the call to multimedia.

DirectX To ensure proper performance of the Agent application, DirectX version 8.1 (or later) should be installed on the CSR’s computer.

CRM Applications If CSRs are using an integrated Customer Relation Management (CRM) application such as Seibel, et al, it is possible that keyboard input of numbers (touchtones or DTMF) will not be recognized from within an integrated browser window within the application.

Audio System

Windows compatible full-duplex card or Integrated Audio on the motherboard..

DirectX 9.0 or later.

USB Headset to replace sound card.

DirectX 9.0 or later.

NOTE: If a USB headset is to be used on the Agent’s computer, it must be selected (in Control Panel > Sounds and Multime-dia > Audio as the default Sound Recording and Sound Playback device.

- or -

Windows compatible full-duplex sound card.

Boards and drivers to support hard-ware-based direct sound accelera-tion.

Headset Headset.

Professional headset (such as Plantronics) for improved audio quality. USB preferred. See the Audio System information, above.

Video OptionalVideo camera and capture board supporting Windows, for optional video presentation to Caller.

Internet /Network Connection 10 mBPS Ethernet. 100 mBPS Ethernet.

Agent Computer Minimum System Recommended System

Overview — Important Notes about the Agent Application


Should this occur, you can open the Dial Pad (press <CTRL> + <F8>) and use it to enter the tones.

Agent Quickstart Guide — Overview


Agent Quickstart Guide

OverviewThis section provides a “jumping off” point for the most common functions of the Agent application. Click on any of the links below to jump to that topic, or just turn to that page.

• Learn about Common Agent Functions – “Using the Agent – Common Functions” on page 17

• Start the Agent application, Login – “Start the Agent” on page 13 • Change your Password – “Change Password” on page 60 • Make yourself available to answer calls – “Go Available / Unavailable” on

page 18 • Service an incoming call – “Answer a Call” on page 19 • Transfer a call to someone else – “Transfer a Call” on page 24 • Make an Outgoing Call – “Make an Outbound Call” on page 26• Call Another CSR in Your Call Center – “New Call” on page 72• Place a call on hold – “Put a Call on Hold” on page 25 • Configure your Agent interface – “Configuring the Agent” on page 29 • Save or View the text of a Chat Call – “Save and Retrieve Call Information”

on page 60 • Close the Agent application – “Exit the Agent” on page 28 • Use Canned Phrases – “Use canned phrases” on page 21 • See a list of available shortcut keys – “Agent Functions, Icons and Shortcut

Keys” on page 100

Some HighlightsBelow are a few of the highlights of the features available in the Agent application..

Co-Browsing Agent co-browsing adds synchronized browsing, co-form filling, cookie synchroniza-tion, access control and shared pointer functionality for Agents and Callers in a Cos-moCall Chat Session.

To launch a Co-Browsing session, the agent must click one of the two available "Shared Browsing" buttons. This launches the Shared Browser on the Agent’s desktop and causes it to be launched on the caller's side as well.

For more information on Co-Browsing, see “Agent-Led Browse / Co-Browse” on page 81.

Multi-Language CSRs can configure the Agent console to display text in a language of choice by chang-ing their language settings in the "Regional Options" section of the Windows Control Panel. Representatives need only restart the Agent application for new language to go into effect.

Agent Quickstart Guide — Some Highlights


1. Select Start > Settings > Control Panel > Regional Options.

2. On the Regional Options dialog, go to the “Language settings for the system” frame and check the check box of the desired language.

3. Click Apply.

NOTE: These steps may require the installation disk for your operating system (Windows 2000, Windows XP, etc.) to be accessible in order to complete the configuration.

In addition, if you experience any difficulties in viewing foreign characters (particularly double-byte character sets such as Japanese or Korean), you may need to do one or both of the following:

• In the Agent application – From the menu, select File > Preferences > Chat, and make sure that the necessary fonts have been selected.

• On the Windows DesktopRight-click the desktop (any open area) and select Properties... from the menu that displays.Select the Appearance tab, and go through the Item list.Select the appropriate font for any item that requires one (Menu, Active Title Bar, Icon, etc.)Click OK when done to save the changes.

Scheduled / Unscheduled Call Back

OverviewThis is a feature of CosmoCall Universe that enables callers to schedule a call back from a representative of the company.

How Does It work?For example, a telephone call is received from a caller who would like to speak with the technical support department. The company’s IVR (Interactive Voice Response) plays a message stating there is an estimated wait time of 45 minutes to speak to a technical support representative. Because of the delay – the caller hears a message from the IVR offering the caller to receive a call back from a technical support representative – at the callers convenience. The IVR prompts the caller to provide a telephone number and a time that is convenient to the caller for a call back. The caller provides the information.

Call back requests are prioritized based upon the call back times requested by callers – a Scheduled Call Back. If the caller does not provide a call back time or if the call back time is not available, the call is treated as an immediate or Unscheduled Call Back.

Shortly before the requested call back time, the call back “email’ is routed by Cos-moCall to a representative matching the skills of an available representative, in this case, the technical support department. The email details displays in the Agent console and provide the telephone number designated by the caller for the call back. (See the sample screen shot, below.)



Callback Scheduling / Re-scheduling

Call back scheduling allows the CSR to resubmit the callback to the system in the event the caller could not be reached, so the callback can be retried in the future. A side bene-fit of this feature is that the CSR can schedule a callback to any caller at any time.

The agent is presented with the call type of “Callback” in the status bar when a callback call is sent to the agent.

To schedule a callback, select Call > Schedule Callback... A Schedule a Call-

back... button can also be added to the Agent application tool-

bar to initiate rescheduling of the callback. (See “Customize your Toolbars” on page 29 for more information.)

In the event you cannot reach the caller (busy, no answer, etc.), you can reschedule the callback so the callback can be attempted at a later time.

When you select Schedule a Callback..., a browser window opens that you can use to reschedule the call (see the sample screen below). This browser window has all fields including callback number, callback time/date etc. needed to reschedule the call, and all fields are pre-populated (see both the sample call and callback screens above and below). You can modify these fields prior to submitting the page.



The screen shot below shows a pre-populated callback request form (the information on the form is from the “call” in the previous screen shot). To create a new, blank callback request, simply click the New button. This clears all the fields.

An agent can use the reschedule function at any time, to arrange a callback at any point in any type of call, even while engaged in chat or email calls, or while not in a call at all. Once the information is entered, click Send to activate the callback.

Time and date the callback is to be attempted.

NOTE: The Callback time is based upon the time of the CCU Backend Server which is handling the callback request. This may need to be explained to any caller leaving a callback request.

Click Select to display a calendar from which you can select a different date.

Click New to clear the fields on this form.

Select Immediate Dialing to automatically dial the callback number upon answering the callback.

Select Call Me to have the call sent to you at the selected time.



PDS Callback When a Calling Campaign call is in wrap-up, the wrap-up window allows you to sched-ule a callback:

Select the Schedule a Callback... button, and then select the date and time for the call-back as shown above.

NOTE: If you schedule a callback and are unavailable at the scheduled time, the call will be redialed when you are available. If you are logged out, the call will be routed to another (available) Agent with the same skills.

NOTE: This type of callback may be referred to as a “Sytel callback.”

How to Use the Agent — Important Notes about the Agent Application


How to Use the AgentThe CosmoCall Universe Agent is a Microsoft Windows client application that pro-vides customer service representatives (CSRs) with a single comprehensive communi-cations control point for all media, all channels, and all types of interactions. A standard multimedia PC with a headset is the only appliance CSRs need. Among other things, the Agent application allows you to:

• Make yourself available for calls• Service and transfer incoming telephone, chat calls, e-mail, and voice

message• If your CosmoCall center is configured as such, view caller information in the

form of screen-pop data• Place outgoing telephone calls, or call other CSRs in your call center• Launch a multimedia video conference call and use web collaboration

NOTE: If you are using the Agent application with only a telephone, see “The Phone Agent” on page 105 for more information.

NOTE: If your Agent application or Call Center is SIP-enabled, see “Audio tab” on page 48 for important configuration information.

Important Notes about the Agent Application

Video Capture Devices



DirectX To ensure proper performance of the Agent application, DirectX version 8.1 (or later) should be installed on the CSR’s computer.

Media Player To ensure being able to receive voicemail on the CSR’s computer, a version of Win-dows Media Player later than 6.4 must be installed.

Dialing Location To enable outdialing, you must make sure you enter your locale as described under “Dialing Location - Change” on page 43.

Start the Agent

NOTE: When the Agent application is closed, it takes some time (approximately two sec-onds) for CPU resources which were allocated to the application to become available. If you attempt to re-start the Agent application during this time, it may not respond as

How to Use the Agent — Start the Agent


expected. Please wait at least two seconds after closing the application before you try to re-start it.

If the Agent does not automatically start when you turn on your computer, there may be an Agent Workstation icon on your desktop which looks like:

• Double-click this icon to launch the Agent application.• Otherwise, to launch the CosmoCall Agent, select Start > Programs >

CosmoCom > Agent Workstation. In either case, a “splash” screen and the Login window displays:

1. In the User name text box, enter your Windows user name (case sensitive).

2. In the Password text box, enter your password (case sensitive).

3. (If you cannot view the Tenant ID text box, then click Options, the box will display.)

4. In the Tenant ID text box, enter your Tenant ID. If there are multiple Tenant IDs, select the appropriate Tenant ID from the Tenant ID drop down list.1

5. Click OK

Once started, the Agent interface displays. You can keep the interface or the tool bars in view or you can minimize them.

NOTE: It is possible to set up your Agent Application in such a way as to allow you to bypass the Login window entirely. This should only be used if you are the only person who has access to your PC, and it is in a secure environment.

For information on how to implement this, contact your Supervisor or Call Center Admin-istrator.

1. It is possible for your Virtual Call Center (VCC) to service more than a single companyor account, sometimes referred to as “Tenants”. In this case, there could be more than a singleTenant ID available.



NOTE: If you are the only CSR using this computer, or if all CSRs using this computer login to the same tenant, the Tenant ID box may not display.

NOTE: If a newer version of the Agent application is available for download, one of the following message displays:

Non-Mandatory Update

To update your Agent application, click Update now, otherwise press <ENTER>, click Run Current, or just wait to run the installed version.

Mandatory Update #1

To update your Agent application, click Update now, otherwise your only choice is to shut down the Agent application.



Mandatory Update #2

The Agent will update automatically.

NOTE: For the Agent application autoupdate to work correctly, you must have Adminis-trator (or Superuser) rights to the computer on which you run the application. If you are not sure you have these rights, contact your Administrator.

The Agent Interface — Using the Agent – Common Functions


The Agent InterfaceOnce you have logged in to the Agent application, the Agent interface displays:

Please note the various parts of the interface shown above. They will be referred to in the text which follows.

NOTE: The font used in the Agent interface is generally smaller than those defined on your PC. This is done to ensure that all characters entered or displayed fit properly within the interface.

Using the Agent – Common FunctionsThe main purpose of the Agent application is to enable CSRs to answer and otherwise service calls of various types. This can include putting calls on hold, transferring calls, escalating calls (from chat to voice or multimedia), scheduling callbacks, etc. In some instances, CSRs can make outgoing calls, or even “answer” calls made as part of a call-ing campaign.

If you need to start the Agent application and don’t know how, see “Start the Agent” on page 13.

Menu BarToolbar (Standard)

Volume Control

Chat / Message Window

Text Input Box

Status Line



This section briefly describes some of the major functions available for your use. More details on these functions and others can be found at “The Agent Application Menus” on page 39.

The Standard Toolbar

The most common functions of the Agent application are available from the Standard toolbar. There are a number of other “canned” toolbars available, and the toolbars can be customized and new toolbars can even be created. See “Customize...” on page 71 for more infomation.

Functions which are not currently available have their corresponding toolbar buttons “grayed-out.”

For a list of keyboard shortcuts for many of the Agent application functions, see “Agent Functions, Icons and Shortcut Keys” on page 100.

Go Available / Unavailable

Once you have logged in to the call center, you must make your Agent application “available” before you can service any call. Do so by clicking the Available / Unavail-able button on the toolbar. The Status Line changes to reflect your current state of availability.

NOTE: When you are available, you will notice an arrowhead next to the Available / Unavailable button on the toolbar. To go unavailable, click the arrowhead and select a “reason” for going unavailable from the list which displays. It will look something like this:



You can also click the button itself, and choose a reason from the list which displays.

Unavailable PendingWhen participating in calling campaigns, the status line may show the Agent to be in an “Unavailable Pending” state. This should only happen when you are attempting to log off from a calling campaign. While in this state, you are still able to receive calls until the system allows you to go released.

Answer a Call The most common task performed by CSRs is answering calls of various types. These can be chat calls, telepone calls routed over the Internet or by other means, email or voice messages which have been delivered because no CSR was available at the time the call was received in the Call Center, etc.

When a call comes in to the Agent application, a “ring” is heard and the New Call icon on the toolbar becomes animated. To answer the call, click the button.

For more information on what you can do with the New Call button, see “New Call” on page 72.

A Note About Voice Messages:If you are using a slow (for example a dialup) connection, it may take some little while for an incoming voice message to be fully loaded into your computer’s memory. While the message is being received, the Agent application may appear to “hang,” and even after the message playback begins, some of the playback controls may not be available. This behavior is normal and is related to the actual size (total amount of information) of the incoming call. Playback begins as soon as possible, and all controls are available once the information is completely received (loaded into memory). (See “Toggle Call Info / Email message” on page 64 for more information on playback controls.)

Another Note About Voice Messages:If, when you are trying to retrieve a voice message, you instead receive an error mes-sage: “The page cannot be displayed,” you may need to adjust some of you Internet Explorer options. Please contact your Call Center Administrator if this should occur.



About the Chat Window

Customers who wish to “chat” with a representative of your company generally place a chat call by clicking a link on your company’s web page.

When you answer a chat call from the Internet, your Agent application displays a Chat / Message Window. This window displays information about the incoming call, and lets you enter text to send to the caller.

IMPORTANT NOTE: The amount of text that may be input into the chat window has a practical limit of about 20 Kb. If you attempt to cut-and-paste large quantities of text into this window, it may produce unpredictable results, such as making all the text disappear, or disabling the ability to scroll through the text.

In addition, if you cut-and-paste large amounts of text (but each less than 20 Kb) into this box multiple times, the same type of problem can occur after a few cut-and-paste opera-tions.

One way to workaround this, if necessary, is to clear the Chat / Message Window after sending each “load” of text.

You can type anything into the Text Input Box and either click Send or press <ENTER> to have it display in the caller’s chat window:

Chat / Message Window

Text Input Box



The image below is a sample of the chat window your caller might see:

Use canned phrases

NOTE: Depending upon how your Call Center is configured, you may or may not have Canned Phrases available to you (although most Call Centers do). If they are available, you may or may not be able to add to them or otherwise customize them as described below.

CosmoCall enables Agent users to store phrases that are commonly used when chatting with callers. They are called “canned phrases”. If there are common phrases or URLs you use often in CosmoCalls, they can be stored in an easily accessible text file. Canned Phrases are available for use when you are communicating via Chat Call.



If you have specified the text file in Agent Preferences, the canned phrases and URLs are always available while you are in a chat. (This is set in File > Preferences > General tab.)

To use a canned phrase, from the Canned Phrases dialog, you can:

• Select a phrase and click Send (Double-click a canned phrase in the Canned Phrases window to send a canned phrase without clicking the Send tool)

• Use the Copy tool to copy a canned phrase to the chat dialog text box in the Agent interface. Make any changes you wish and click Send.

NOTE: Do not use Copy to copy URLs, it will only copy the text and not the URL.



• Start typing the first few letters of the phrase: a drop-down list of all the phrases beginning with those letters displays. Use the arrow keys to select one and then press <ENTER>.

As you type in the chat window, phrases that match what you have typed so far appear in a drop-down box. If you see the phrase you want, you can select it from the box by using your down arrow key.In this example, when the CSR types the letter ‘C’, all canned phrases that start with ‘C’ appear.

Also see “Customizing Canned Phrases” on page 55 and “Push a URL to a caller” on page 82 for more information.



Transfer a Call You can transfer a call in progress to another CSR who is logged in to your call center by clicking the Transfer button. When you do this, the Conference dialog displays:

Select an available CSR from the list and click OK to transfer the call. You can also transfer a call to another party by placing an outbound call. See “Make an Outbound Call” on page 26 for more information on placing outbound calls.

This function can also be used to conference other parties into the call, as may be guessed by the title of the dialog. For more information on conferencing, see “Transfer” on page 77.

NOTE: The behavior of this feature is dependent on how call transfer is set in the pro-gram Preferences. For more information on this, see “Call Flow tab” on page 53.

NOTE: If you are receiving a transferred call, a dialog similar to the following displays:

Click Accept to accept a call transferred to you this way.



NOTE: Transferred calls which are rejected are returned to the originating CSR.

Transfer a Call to an External Number

Call Scenario - CSR (using traditional phone) wants to transfer Caller to external PSTN phone.

1. CSR answers caller using traditional phone (set in preferences).

2. CSR clicks on "Transfer". Caller is put on-hold. CSR hears “disconnect” tone.

3. CSR replaces handset.

4. CSR dials PSTN number using Agent application dialler. Clicks on OK.

5. CSR phone rings.

6. On answer of CSR phone, PSTN phone then rings.

7. CSR is able to talk to PSTN. Caller is still on hold.

8. CSR clicks on "Complete".

9. CSR hears “disconnect” tone. PSTN is connected to caller, who is taken off hold.

Put a Call on Hold To place a call “on hold,” click the Hold button (<F2>). To pick the call up again, click the button again.

You may put a call on hold to speak to someone else, or for various other reasons. When you are servicing a call, the dial pad button is available on the toolbar:

Click the button to display the Dial Pad:

You can click the keys to enter phone numbers into dialogs or the Speed Dialer using this tool.

If you are using the Dial Pad to place a call, you can click the Call button as soon as you have entered all the digits. The Dial Pad closes automatically.



Make an Outbound Call

Before you can make an outbound call, you must first put the current call on hold, as described above.

Once the call is on hold, use the Dial Pad to enter a number for the outbound call.

Also see “New Call” on page 72 for more information.

Hang Up a Call To hang up or end a call, click the Hang Up button. You can save the content of your chat session when you hang up, if “Ask For Chat Save” is set in your Agent prefer-ences. If the Auto Save Chat option is set in Agent preferences, the chat file will auto-matically be saved for you.

If you are using SoftPhone as a multimedia client, (you are not using NetMeeting for audio) and are in a multimedia call, you must click the End Multimedia button, or, select Interaction > End Multimedia to end the audio part of your call.

NOTE: The Agent automatically saves your chat to a file called LastChat.txt every 20 seconds. If you have a problem with your computer and you need to recover the chat, you can find it in C:\Documents and Settings\<username>\Local Settings\Applica-tion Data\CosmoCom\Universe\Agent.

NOTE: If you are the call initiator of a Conference Call, you can choose (from a drop-down list on the Hang Up button), to either hang up and end the conference (Hang Up Conference), remaining in conference with the original caller, or hang up and let the other parties to the conference continue to be in conference (Hang Up Call).

Wrap up Codes If wrap-up codes are defined for your system, as you hang up a call, you will be in a wrap-up state. Wrap-up codes are defined by the needs of your organization. Your wrap up codes may represent the quality of the phone call, the reason for the customer call, or a description of the actions taken by the representative in behalf of the caller.

While in wrap-up state you can perform any task you need to complete your call. For example, you may have to enter information about the call into a database, fax some-thing to the customer, speak with a supervisor, or make an outbound call. You will be unavailable to receive CosmoCalls while in wrap-up state.



NOTE: You will be presented with this dialog only if your call center is configured to track Wrap-up reasons.

Use the steps below to Wrap-up the call.

1. Select the desired wrap-up reason.

2. Click OK.The CosmoCall Agent returns to an available state, unless Release was selected during the call.

Advanced Wrap-up Your Call Center could have enabled Advanced Wrap-up for your Agent. If this is the case, the wrap-up dialog will allow you to select more than one wrap-up code, if that is necessary or desirable:

You can select any available codes by clicking the arrowhead at the right side of a list. All lists present all available codes.



Exit the Agent To exit the Agent, select File > Exit or click the close button on the upper-right corner of the Agent interface.A confirmation prompt displays:

Select OK to close the Agent application. Or, select Cancel to remain logged in.

You can disable this prompt by selecting Do not show this confirmation again. You can later re-enable this prompt as described in “General tab” on page 40.

Configuring the Agent — About Toolbars


Configuring the AgentThe CosmoCall Agent application was designed with many ease-of-use features and requires minimal configuration. There are some initial tasks you should perform in order to use the Agent efficiently:

1. Create CosmoCall URL favorites in your browser.All URLs that you save as browser favorites (sometimes called bookmarks) in or under a folder named CosmoCall will be easily accessible from the Agent Favorites button on the Agent interface under CosmoCall Favorites. Refer to “Push a URL to a caller” on page 82 for additional information.

2. Set your Agent Preferences.Refer to “File > Preferences” on page 40 for additional information.

3. Select a Multimedia Client.Refer to “Audio tab” on page 48 for additional information.

4. If applicable, configure Windows NetMeeting.Refer to “Configure Windows NetMeeting for use with CosmoCall” on page 37 for additional information.

NOTE: NetMeeting must be running to be able to participate in a multimedia (voice and video) call.

Other configuration options are discussed at greater length in “The Agent Application Menus” on page 39 and “About Toolbars” on page 29.

About ToolbarsAgent tool bars and command menus are set up in a manner similar to that of any other Windows program.

Add a Toolbar You can add, remove and edit the toolbars that display in your Agent application. You can also move them to different part of your Agent window, or even let them “float” somewhere else on your desktop.

Customize your Toolbars

LocationYou can move a toolbar from its normal (docked) location and place it in any other (floating) location on your desktop. To do this, place your cursor on the double vertical lines that are on the left side of a docked toolbar (see figure below). Click-and-drag the toolbar to any other location on your desk top.



You may place a toolbar at any location on your computer’s desktop display.

Add/Remove ToolsUse the steps below to configure your Agent tool bars to display the tools or “push-but-tons” of your preference.

Add a Tool

1. With the Agent running, from the Menu bar select View > Customize.The Customize window displays.



2. Select the Tools tab.

3. Select a category from the Categories list of your choice, then click the desired tool.

4. Click-and-drag the tool to any of the Agent toolbars which you already have displayed.

5. Click Close to close the Customize window.

Remove a Tool

1. With the Agent running, from the Menu bar selectView > Customize.The Customize dialog displays



2. Click-and-drag the tool you wish to remove from the toolbar and place it in any-where in the Customize window or onto the desktop.

3. Click Close to close the Customize window.

NOTE: You can add tools to and remove them from your Menus in a similar manner:



Network Quality Meter

One of the custom buttons you can add to your toolbar is called the Network Quality

Meter , and can be located by selecting View > Customize > Tools > Call Control:

The value that the meter displays (when it is opertaing) ranges between 0 (worst qual-ity) and 100 (best quality), and is computed based on packet loss, jitter, and round-trip time values reported by the streaming components.

The meter only operates when you are in call, and only for SIP Agents.

Creating a New, Customized Toolbar

On occasion, you may want to create an entirely new, customized toolbar for a particu-lar purpose, such as adding easily accessible Custom URL buttons. (See “Custom URLs tab” on page 58 for more information.)

The example below shows how to add a new toolbar to your Agent application interface and how to add customized URL buttons to it.



First, Add a New Toolbar1. With the Agent running, from the Menu bar select

View > Customize (or press <Shift > + <F1>).The Customize dialog displays, with the Toolbars tab visible:

2. Click New...The New Toolbar dialog displays:

3. Type a descriptive name for the toolbar in the Toolbar name: field and click OK.The Customize dialog re-displays.

Add Custom URL buttons to the toolbarYou will notice at this point (you may need to move the Customize dialog to see the Agent interface) that a new, empty toolbar has been added to the interface window).

1. Use <Ctrl> + <Tab> (or the mouse) to select the Tools tab of the Customize dia-log.

Configuring the Agent — Using the Agent – Other Functions


2. Under the Categories: list, highlight the Custom URLs item.

3. Add the desired URL(s) to the toolbar by clicking and dragging them into posi-tion on the toolbar:

4. The resulting toolbar may have URL buttons with or without associated text.

5. Close the Customize dialog when you are done.

Using the Agent – Other FunctionsIn addition to the functions described in the section “Using the Agent – Common Func-tions” on page 17, the functions described below are also available. You can also get much more information on functions in “The Agent Application Menus” on page 39.

The Agent application provides you with all the necessary controls and status informa-tion you need to take calls and manage your availability.



Any text sent in the body of an email, voice message, or call back request will appear directly within the Agent interface..

With multimedia Internet calls, SoftPhone is launched on your PC, adding audio and video capabilities. Situations may arise whereby you are unable use SoftPhone. Please refer to “Configure Windows NetMeeting for use with CosmoCall” on page 37 for addi-tional information. (See “Audio tab” on page 48 for more information.)

When you service an email call or a voice message, the Embedded Message Client displays directly within the Agent interface along with any application specific integra-tion information and/or the originating web page. You can then read, forward, or respond to the message.

If you respond to an email, a generic address will be used, rather than your personal email address. This safeguards your identity so that callers cannot send email directly to you without going through the call center.

Launch Multimedia Call

If you want to launch a multimedia call from a chat-only session, click the Start Multi-media or Start Multimedia (non IE) button (or pick from the Interaction menu). Any H.323 multimedia program will need to be started and running on the caller’s computer. The caller will automatically be sent a message to start the client and click the Started link. Once the caller does this, the multimedia conversation will be established in paral-lel with the existing chat call.

NOTE: NetMeeting must be running to be able to participate in a multimedia (voice and video) call.

Questions to ask before trying a multimedia call:

• Does the caller have an H.323 client installed and running? CosmoCall supports any H.323 client.



• Does the caller have multimedia equipment - sound card, speaker, microphone or headset? Required for audio.

Also see “Start Multimedia / Start Multimedia (non IE) / End Multimedia” on page 81 for more information.

For information on configuring NetMeeting for use with your Agent application, see below.

Configure Windows NetMeeting for use with CosmoCall

Although SoftPhone is the recommended multimedia client to use with your Agent application, you can use Windows NetMeeting with CosmoCall with minimal configu-ration. There are some configuration settings, however, that should be changed.

Windows NT usersIf you are running on a Windows NT computer, you must enable application sharing. To do this, select Tools > Enable Sharing. You will need to reboot your machine when done.

All usersTo ensure the most efficient operation with CosmoCall, we recommend that you use the following settings in NetMeeting. All of these options can be found by selecting Tools menu, Options:

Tab Option Recommendedsetting Comment

General Bandwidth Settings button

28800 bps or faster modem

Most efficient for majority of calls. You can use other options for evaluation pur-poses.

General Directory Settings Uncheck all settings Connecting to Microsoft’s directory server when Net-Meeting is loaded can slow down your connection.

Audio General Select Enable full duplex audio so I can speak while receiving audio

Needed for multimedia and telephone calls.

Audio Advanced button Manually configure compression set-tings and

Microsoft G.723.1, 8 kHz Mono, 6400 Bit/s

Remote CSRs should use Microsoft G.723.1, 8 kHz Mono, 6400 Bit/s.

Audio Silence detection Let me adjust silence detection myself

Set the slider all of the way to right to minimize the effects of silence detection.



Video Sending and receiv-ing video

Uncheck both set-tings

Video uses a lot of band-width.

Video Send image size Small Video uses a lot of band-width.

Tab Option Recommendedsetting Comment

The Agent Application Menus — Overview


The Agent Application Menus

OverviewThe menu bar of the Agent Application lets you set up the Agent interface to operate effectively and allow you to customize the look and feel of your application.

The sections below describe each feature available from the menus, in the order in which they appear in the application.

File Menu — File > Preferences


File MenuThe file menu allows you to setup your Agent application preferences, change your password, open and save call information and exit the application.

File > PreferencesThe Preferences option of the file menu gives you many options for configuring your Agent application.

The Preferences dialog box displays multiple tabs which must be selected to change your options

Common Dialog Buttons

The following tools display within all of the Agent application’s Preferences tabs, although some may be disabled if they are not currently available.

• OK – Click OK to close the Preferences dialog.• Cancel – Use the Cancel button to cancel any changes you have made. This

button will not cancel your existing custom settings• Apply – Click Apply to apply the current settings without closing the dialog

General tab The General Tab in the Agent Preferences window allows you to:

• Set the path to your Custom Dictionary (if any) and your Canned Phrases files

• Choose how your Agent application acts in response to incoming calls



1. With the Agent running, select File > Preferences > General tab.The dialog below displays.

2. Change any of the following items as desired:

Spell checking – Check While Typing: If this is selected, words that are not recognized by the spell checker are highlighted so that you can correct the text before sending it to a caller.Custom Dictionary File: Select the path and file name of the dictionary file that will be used.

NOTE: If you have Microsoft Word installed, you may attempt to use the Spell Checking and Grammar tools supplied with Word. However, if those tools are not installed, the very first time you answer an email message and try to choose the Spell Checker icon on the toolbar, an error message will display (MSSP3 or MSSpell.dll is missing).Once you click OK, the icon for the Spell Checker will be removed from the toolbar.



NOTE: The Agent application uses a third-party dictionary from WSpell for spell-check-ing functions. By default this is set up to use American English. If you wish to use British English in the application, please do the following:

1. Rename c:\winnt\system32\ssceam.tlx to ssceam_bak.tlx

2. Rename c:\winnt\system32\ssceam2.clx to ssceam2_bak.clx

3. Rename c:\winnt\system32\sscebr.tlx to ssceam.tlx

4. Rename c:\winnt\system32\sscebr2.clx to ssceam2.clx

5. Restart the Agent

Canned PhrasesLink to Chat – The canned phrases window will open each time the chat window is opened so that the phrases and URL list is readily available. The canned phrases window will also close each time the chat window is closed.Smart Docking and Sizing – Attaches the Canned Phrases window to the Agent when they are located near each other. It also adjusts the size of the Canned Phrases window so that the tops (or bottoms) line up to each other. This is useful if you want to manage the windows as a single ‘window’.Canned Phrases File – Select the path and file name of the file that will be used. The phrases/URLs in this file will also be available from the Push button on the Agent toolbar.

NOTE: Users may need to contact their Supervisors or Systems Administrator for the path to this file.

Other Settings Always on Top – Keeps the Agent window on top of the other windows on your desktop.Favorites “Fast” Update – Updates URL favorites every minute, if any changes were made. If this option is not selected, the URL favorites will only be loaded when the Agent is loaded.Synchronize Sent URL with Caller – Your browser will automatically be taken to the same URL that you send to the caller.Display Send Button – Displays the Send button in the CSR’s text input box. Whether or not the button is displayed, the CSR can still hit the <ENTER> key in order to send text chat.Ask Before Exit – If this is selected, when you try to close the Agent application, you are asked to confirm the action. Auto Available – If this is selected, you will go available automatically when you start the Agent application.



Dialing Location - ChangeThis section lets you change your geographical location, if necessary, to let Windows and CosmoCall know your time zone, area code, etc.

6. Click the Change button. The dialog below displays.

a. Click New to add a new dialing location. Select the General tab if it is not already selected.

b. Enter the name of the new location in the New Location text box.

c. Select the appropriate Country/Region from which the dialing location originates.

d. Enter the new area code in the Area Code text box.

e. The To access an outside line for local calls, dial: and To access an out-side line for long-distance calls, dial: fields are not used by the CosmoCall Agent and should be left blank.



f. Click Apply > OK.



g. The Phone and Modem Options window displays. To use the new loca-tion, select the name of the new location, and click OK.

h. To Edit an existing location, click Edit.i. Click in or Tab to the property you wish to edit. Be sure to delete extraneous

text from the old setting.

j. Click OK.

Chat tab The Chat tab lets you customize the appearance of your Agent application chat window with respect to font style and background colors, as well as size. You can set the number of text lines to display in the text input text box before scrolling is required.



1. With the Agent running, select File > Preferences > Chat tab. The dialog below displays.



NOTE: Select the element you want to change and click Font. Select a Font, Font style, and Size, then click OK.You can either select an element from the list or highlight it in the Example text box.

2. Select Background to change the color of the window behind selected text. Select a preferred color and click OK.



3. Select what type of call information to capture in the chat history column and click OK.

Check the First Name check box to display the CSR’s first name in the call history column.Check the Last Name check box to display the CSR’s last name in the call history column.Check both the First Name and Last Name check boxes to display the CSR’s first and last name in the call history column.Check the Time check box to display the time of the event or action in the call history column.

NOTE: Select the number of text input lines to display, and click OK.

The size of the text input box will vary depending upon the size of your Agent interface. The first number is the minimum number of lines to display and the last number is the maximum that will display, regardless of size.

Audio tab The Audio tab allows you to configure how the various audio and video devices used by the Agent application function for you. Use the steps below to set your Agent prefer-ences:



1. With the Agent running, select File > Preferences > Audio tab. The dialog below displays.

2. Change the available options as follows:

Ring Use the drop-down list (arrowhead on the right) to select your preferred ringer device. We recommend leaving this as <Use preferred device> unless you have a spe-cific reason to change it.

• Custom External / Custom InternalLets you set a customized ring (using a WAV file) for your machine instead of the standard ring that comes with CosmoCall. This can help you distinguish which computer is ringing when many CSR’s sit near each other, or allows you to differentiate between calls originating from outside your Call Center (external) or from other CSRs within your Call Center.Click the ... button to select the path and filename of the file that will be used.



NOTE: If your VCC runs dialing campaigns, there is another sound you will hear when “receiving” a call sent to you from the campaign. This sound cannot be changed through the Preferences tab. The file’s name and location is: \Program Files\CosmoCom\AgentU4\DTMF\incallblip.wav. You can, if you wish, replace this file with any sound you’d like to hear, but the file must be renamed incall-blip.wav.

Phone Calls • Built-in Soft Phone – This is the default telephone device for Windows 2000

operating systems, which can be set to H.323 (default) or SIP. See Advanced Audio Preferences below, for more information.

• Windows® Netmeeting® – the default multimedia setting for Windows 98 operating systems. Windows 98, Windows Me, and Windows NT do not support Soft Phone. See A Note About Windows NetMeeting for more information.

• Alternate Device or IP Phone – If you are using an IP phone or another device on which to receive calls, select this and enter the IP address in the text box.

• Traditional Phone – If you are using a traditional “circuit-switched” telephone, select this and enter the phone number in the text box.



Advanced Audio Preferences

NOTE: Please note that the Advanced settings only affect Windows XP and Built-in Soft Phone users. In addition, these settings should only be changed on the advice of your supervisor or Call Center administrator.

If you press the Advanced button on the Audio tab, the Advanced Audio Preferences dialog displays:

• Soft Phone Type – This allows you to choose between using the H.323 (default) and the SIP protocols for your Agent. Select SIP if your Call Center is setup to deliver SIP-enabled telephone calls to your Agent application. Ask your Supervisor or Call Center Administrator if you are unsure. If you select SIP, you will also be able to access the Microsoft Tuning Wizard to enhance the quality of your audio experience.

• Enable acoustic echo cancellation – When using a sensitive headset, the voice signals from the earpiece can sometimes be “heard” by the microphone, causing interference in the form of acoustic echoes or feedback. Enabling this setting can help to eliminate this unwanted interference. This should only be enabled if the caller complains about an echo.

• Enable auto-gain control – Gain is the amplification factor of a signal. Use this checkbox to automatically lower the volume which is heard by the caller.

NOTE: This option can only be disabled on Windows XP computers. It is possible for the volume to be lowered (automatically) to an unacceptable level. If this occurs, the volume



control (slider) in the interface should be reset manually. (See “Audio Sliders” on page 69 and “The Agent Interface” on page 17 for more information.)

• Tunnel RTP through TCP/IP – This allows your Agent application to ignore certain restrictions that may be imposed by a local or other firewall. This can only be used in conjunction with a SIP Soft Phone, and should only be selected on the advice of your supervisor or Call Center administrator.

• Adjust silence detection automatically – With this box checked (default), the amount of voice activity which represents legitimate conversation will be determined by the system. If the person on the other end of the call reports “clipping” of the beginning of your spoken phrases, use the next control to adjust the setting.

• Let me adjust silence detection myself – The left end of this slider control represents the greatest sensitivity to silence, the right end the least sensitivity. With the slider at the extreme left, most sounds that reach the microphone will be considered voice activity. With the slider at the extreme right side, you may have to yell to let the system know you are speaking.

Multimedia CallsIndicates settings for multimedia communications.

Built-in Soft Phone – is the default setting for Windows 2000 operating systems. Windows 2000 users have the option to select NetMeeting for collaboration efforts such as white board.To change this setting, select the radio button of the desired multimedia client, then click Apply.Windows® Netmeeting® – the default multimedia setting for Windows 98 operating systems. Windows 98, Windows Me, and Windows NT do not support Soft Phone. See A Note About Windows NetMeeting for more information.

A Note About Windows NetMeetingThe Agent application cannot start a multimedia call if NetMeeting on the caller machine is set up to make secure outgoing calls. In this case, when the CSR tries to escalate a chat call to multimedia, the caller receives the message: “The person you are calling is not able to accept NetMeeting calls.” If they de-select the secure outgoing calls option in NetMeeting, it will work. They can do this by selecting Tools > Options > Security (tab) and un-checking the “I prefer to make secure outgoing calls” box. See “Start Multimedia / Start Multimedia (non IE) / End Multimedia” on page 81 for more information.

Built-in Soft Phone AudioIf you have selected to use Soft Phone, you can select an alternate microphone or speaker/headset.

Microphone – Use the drop-down list (arrowhead on the right) to select your preferred microphone device. We recommend leaving this as <Use preferred device> unless you have a specific reason to change it.



Speaker – Use the drop-down list (arrowhead on the right) to select your preferred speaker device. We recommend leaving this as <Use preferred device> unless you have a specific reason to change it.

Call Flow tab The Call Flow tab allows you to configure how the Agent application reacts upon call events. Us the steps below to configure how calls flow in to your Agent application.

1. With the Agent running, select File > Preferences > Call Flow tab.The dialog below displays.

• On RingBring Agent to Front – Incoming calls will cause the Agent to automatically open on top of other applications that you have running.Show Received URL – Your browser will automatically be taken to the same Web page the caller was on when requesting the call.If your CSR workstation is slow or if it consistently takes a long time to display the caller's URL at the beginning of a chat session, you should de-



select this option. Auto Answer – Your Agent will automatically answer an incoming CosmoCall without you needing to click the New Call tool to accept the call.

• On ConnectSend Hello Message – Automatically send a greeting at the start of every CosmoCall chat session. You can use variable tags to customize the greeting. This means that you can capture information about the caller and automatically use it in your greeting. Here is an example of a Hello Message:Hello </NAME>! Welcome to CosmoCom.

When you receive a chat call from “Mary”, the greeting message automatically sent is:

Hello Mary! Welcome to CosmoCom.

See Customizing Canned Phrases for details.

On ConnectStart sending video – Immediately open a video conferencing window to the caller. The caller’s ability to see this will depend on their multimedia setup.

• On Transfer – Put Call on Hold When Transfer Dialog Opened – By default, this is selected. For information on how this works, please see “Transfer a Call” on page 24 and “Transfer” on page 77.When this is not selected, the current call is put on hold (when Transfer is selected). See “Hold” on page 76. The caller will remain on hold untisl the transfer is complete.

• On Call Termination-Hide Chat – Hide the chat window at the end of each CosmoCall.

• On Call Termination-Ask for Chat Save – You will be prompted for the path where you want to save your chat session, including caller information. With this option, you can save each chat session to a different folder.

• On Call Termination-Auto Save Chat – Chat session details and text, including caller information, will automatically be saved after each call to the directory you select. Enter a path to the directory to store chat information in the text box identified below. Or, select the browse button ( ) to map to the appropriate folder.

Each chat session is saved as <callername><date><time>.txt.



• Ask Before Hang Up – A confirmation box will appear when you hang up a call.

Customizing Canned Phrases

Canned Phrases are pulled from a text file which resides on your computer, or on a server. Depending on how your Call Center is set up, you may have a number of stock phrases which you can choose from, or you may be able to add phrases you find useful to your local file.

You can specify which canned phrases file you want to use by selecting File > Prefer-ences > General tab > Canned Phrases File and choosing the file with the browse (...) button.

A sample canned phrases window might look something like this:

The text file which produced this window looks like: Greetings_Hello, how may I help you?_Hello </NAME>, I see you're back!_Oh no! Not YOU again?!Product_Our evaluation version is good for 90 days._Our standard package costs $59.95, including a year's worth of support._You can change things on the fly!!!Search Engines_<TITLE Ask Jeeves><URL www.askjeeves.com>This is a good all-around meta-search site._<TITLE Alta Vista><URL www.altavista.com/cgi-bin/query?pg=aq&stype=stext>This is good for advanced searches.Translators_<TITLE Babel Fish><URL world.altavista.com/>This page lets you translate from one language to another!Notice how the headings are produces by items which start in the first text column and sub-items (actual phrases) begin with an underbar character (_).



The variables (such as /NAME) that can be used in the canned phrases file must be in uppercase and are as follows:

URLs in the Canned Phrases can be added if you use the following format:_<TITLE Enter a Title><URL Enter the URL>Enter a description of the URL

Speed Dial tab Another feature of Cosmocall Universe is the ability to permit fast dialing of frequently used numbers. The CosmoCall Agent stores any amount of speed dial telephone num-bers (only limited by the available disk space on your computer), and dials them auto-matically for you.

Variable Displays

</SK> Skills associated with the call.</NAME> Caller’s name.</UR> Originating URL.</HM> Message.</QN> Queue name for the call.</CIP> Caller’s IP address.</OPTIONALPARAMETER>

where OPTIONALPARAME-TER is the actual name of the parameter.a

a.Note that any Optional Parameter must have the same case as its declaration.

Any optional parameter that is passed in the call can be used. Check with your CosmoCall administrator to find out what parameters your organization is using.

</AFN> Agent’s first name.</ALN> Agent’s last name.



To program Speed Dial numbers:1. With the Agent application running, select File > Preferences > Speed Dial

tab.The dialog below displays:

2. In the Label field, enter a name for this speed dial entry and press <TAB>.

3. In the Destination field, enter the phone number or extension for this speed dial entry.The Add button will be available.

4. Press Add to add the entry to the list of available numbers.

5. Press OK to close this dialog or Cancel to cancel out.

NOTE: You can also add speed dial numbers using the New Call button. See “New Call” on page 72 for more information.

To Edit or Remove Speed Dial Numbers1. Select a number from the dialog.



a. Click Remove to delete the number from the list. This is immediate and there is no dialog requesting confirmation.

b. Click Edit Speed Dials to display the following dialog:

Use this dialog to change the Label or Destination and click OK when fin-ished or Cancel to cancel any changes.

2. The previous dialog re-displays. Click OK to finish.

Custom URLs tab Add Custom URLsThe Custom URLs tab can be used to create a list of up to five often-used or special URLs which you can access immediately from a customized Tool Bar. To add custom URLs, perform the following steps:



1. With the Agent running, select File > Preferences > Custom URLs.The dialog shown below displays.

2. Use the <TAB> key or the mouse to enter appropriate information in the Cap-tion and URL fields, as shown above.

3. Once you have made all your entries, click OK to accept.

Change Custom URLsTo change or edit the Custom URLs, open the dialog as described in Add Custom URLs above, and use the mouse and keyboard to make the desired changes. Click OK to accept.

Adding Custom URL buttons to the ToolBar

You can display the custom URLs on the tool bar as described under “Add a Toolbar” on page 29. You can also create custom toolbars. Please see “Creating a New, Custom-ized Toolbar” on page 33 for a complete discussion of this topic.

File Menu — Other File Menu Functions


NOTE: Custom URLs only display in your browser, they are not “pushed” to callers in a chat call. To find out how to do this, see “Sending URLs to Chat Callers” on page 82.

Other File Menu FunctionsThe following additional functions are accessed via the File menu.

Change Password CosmoCall users may change their CosmoCall password, after startin the Agent appli-cation. Your CosmoCall password may be the same as your windows login. It is sug-gested to contact your CosmoCall systems administrator to verify that changing your CosmoCall password does or does not affect your windows password

Use the steps below to change your CosmoCall password.

1. With the Agent interface open, select File > Change Password.The Change Password dialog displays.

2. In the Old Password text box, enter your old or current password (case sensi-tive). Press <Tab>.

3. In the New Password text box, enter a new password (case sensitive). Press <Tab>.

4. In the Confirm Password text box, enter the new password again (case sensi-tive).

5. Click OK to apply the new password. Click Cancel to cancel the password change.A confirmation message displays.

6. Click OK to end.

NOTE: The Change Password dialog will automatically display when you next login, if your password expired during your last session.

Save and Retrieve Call Information

CosmoCall enables CSRs to save information relating to a chat call in a designated folder that may retrieved as necessary. The information relating to time call received, placed on hold, name of the CSR servicing the call, etc. is saved to a text file in addition to the chat text between a CSR and a caller.



The file name created as a result “saving call information” is in a [caller-name]date(time).txt format. It is saved to a folder designated by your Agent prefer-ences. Please refer to “Call Flow tab” on page 53, if necessary

For example, a file name of [Customer]3-6-2001(1_52_24PM).txt was created on March 6, 2001 at 1:52:24PM and the callers name is Customer.

Save Call InformationUse the steps below to save call information.

1. After completing a CosmoCall, select File > Save Call Information or press <CTRL> + S.The Save As dialog displays.

2. Rename the file using a .txt file extension or you may accept the default file name.

3. Click OK.

NOTE: If more than one CSR uses this computer, you may need to specify a particular folder for the saved file.

Open Saved ChatUse the steps below open a Saved Chat and retrieve the details associated with the call.



1. Select File > Open Saved Chat The Open dialog displays.

2. Select the file you wish to open.



3. Click Open (or double-click).Your default text editor opens (usually NotePad) and the text from the Chat Call displays.

Exit the Agent Application Select File > Exit to close the Agent application.

The first time you do this, a confirmation prompt displays:

Select OK to close the Agent application. Or, select Cancel to remain logged in.

You can disable this prompt by selecting Do not show this confirmation again. You can later re-enable this prompt (Ask before exit) as described in “General tab” on page 40.

View Menu — Overview


View Menu

OverviewThe View Menu allows you to display or hide various windows and parts of the Agent interface. The Customize... option gives you control over the toolbar and toolbar but-tons and options for the toolbar display.

Chat Display or hide the Chat window.

Shortcut key: <F10>.

Clear Chat Clear any text that may be in the Chat window.

Shortcut key: <SHIFT> + <F10>.

Canned Phrases Display the Canned Phrases window.

Shortcut key: <CTRL> + <F10>.

For more information on this, see “Use canned phrases” on page 21.

Toggle Call Info / Email message

While you are viewing email messages, or listening to voice messages, this option lets you switch your view between the message itself and the information which was sent with the message to your Agent application.

NOTE: Please note that when an email message has a sound (.wav) file attached, the file will automatically play when you answer the call.

If there is more than a single .wav file attached, you must select a file to play it.



You can also switch between the message information and message views by clicking the View Text and View Attachments buttons as shown on the following screens.

Here is a sample of a Voice Message:

Note that the playback controls work in the same manner as the Windows Media Player and other software used to play sounds.

Playback controls for the current message.



Here is the information window for the same message:

Forwarding Messages and Attachments

When you receive an email or voice message, you can reply to the message, forward that message to any email address, and handle attachments to the message.

The image above shows what the buttons look like in the original message display.

NOTE: If you receive an email message with multiple .wav file attachments, they will play simultaneously. You may wish to ask the sender to send them attached to multiple messages.

Reply to message

Forward message

View Text / Attachments

Forward message Print message (or any text associated with the message)



Reply / ForwardForwarding and replying to messages present a similar dialog:

The only real differences are

a. in the Subject: line a forward says FW:, and a reply says RE:, and

b. in a reply, the To: address is pre-filled with the address of the sender.

Note that the buttons have now changed to allow you to work with the message as a for-ward or reply.

Also note that you can format your reply or forward (should you wish to do so) using standardized Windows options from the formatting bar as shown above.

Send message

Return without Sending

Manage Attachments

Formatting bar



Manage AttachmentsIf you select this, the dialog changes:

If there are any attachments (in this case, it is the voice message itself) you can remove them, or add additional attachments before forwarding or replying.

NOTE: You can use the Browse... button to select files to attach. You must click the Attach button to attach the selected file(s) to the message.

If you receive an error message when attaching a file, you must make sure that you set your Internet Explorer

NOTE: If you want to save any message attachments, you should forward the message to yourself and then save from there.

You may also right click on the frame with the audio controls, not on the .wav file attach-ment name. Select SaveAs...



Dial Pad Display the Dial Pad to enter a phone number.

Click the buttons on the dial pad to enter the number. Once you have entered the num-bers, you may click directly on the Call button to place the call. The Dial Pad will auto-matically close.

NOTE: This is only available when in call or starting a new call.

Audio Sliders This turns the Volume Control bar on and off:

Use the sliders to adjust the volume level of the microphone and speakers.

NOTE: The Mute box is not available for Circuit-Switched Agents.

Click here to Mute / Unmute the microphone

Click here to Mute / Unmute the speaker



Audio Settings When you select this, the Audio dialog displays.

The slider controls affect the audio portion of your connection with the caller. These controls are "ganged" to the comparable controls found in Windows NetMeeting and other Windows software. Adjustments made in any one of these programs will affect the settings in all of them.

Each panel has a balance slider, a volume slider, and a mute option. The volume can be increased by dragging the slider up. This increases the audio output levels and, there-fore, the volume heard from the speakers or headphones.

• Wave - Affects the audio output levels from the speakers or headphones.• Side Tone - Affects the amount of feedback that can be heard.• Microphone - Affects the output from your microphone.• Check the Mute check box under a sound device control to disable its sound

transmission. Uncheck the Mute check box to reactive the sound device.• Check the Mute all check box to disable sound transmission for all sound

devices. Uncheck the Mute all check box to reactive all sound devices.

Microphone Mute This duplicates the effect of unchecking the microphone box on the Audio Sliders bar.<F8> is the shortcut for this.

Local Video When you are engaged in a Multimeda call, this displays the video window that is being sent to the other party.

Remote Video When you are engaged in a Multimeda call, this displays the video window that is being sent from the other party to you.

Stop Video This turns off the display of video during a Multimedia call.



Customize... This selection allows you to select which toolbars display, lets you add or remove but-tons from your toolbars, and also lets you create customized toolbars, if you wish. For more information on this, see “Customize your Toolbars” on page 29.

Classic UIIn addition to the above, if you are used to an older version of the Agent application, you can use this to select to have an “old style” (Classic UI) toolbar display instead of the newer one.

NOTE: The Responses button, shown above, can be added to any of the available tool-bars.

If this is done, the list of Canned Phrases can be accessed by clicking the Responses but-ton at any time.

To find out more about Canned Phrases, please see “Using Canned Phrases” on page 83.


Answer Call

Transfer

Hold

Hang Up Agent-Led Browse Canned Phrases

Co-Browse Mute MicrophoneResponses

Dialer (New Call)

Call Menu — Overview


Call Menu

OverviewThe Call Menu lets you place calls, put calls on hold or transfer them, hang up calls, schedule callbacks and turn auto-answering on and off.

New Call In addition to allowing you to accept an incoming call when you are not currently in a call, the New Call button (as well as the Call > New Call menu option, and the <F4> shortcut key) opens the New Call dialog:

The system will recognize a valid telephone number, IP address, URL, FQDN, etc.



Placing a New Call When the New Call dialog displays, you can double-click any number which is dis-played, you can enter a number into the area at the top of the dialog using your key-board and click Call, or you can click the Dial Pad button and use your mouse to select numbers from the Dial Pad, and then click Call.

You can also add anyone to your list of Speed Dial numbers either by right-clicking the number in the display, or by clicking the Add to SpeedDial button (shown above). When you do so, the following dialog displays:

Enter the necessary information,and click OK to add this item to your Speed Dials.

Open the Dial Pad for number entry

Add Name and Number to SpeedDials



Redialing a Number When you begin to enter numbers (using your keyboard) into the New Call dialog, if the number you are entering matches a previously dialed number, the interface shows a highlight of that number:

To copy the highlighted number directly into the dialing field, press <CTRL> + <SPACE>.

Other functions of the New Call dialog

In addition to making a new call as described previously, this dialog has the following three tabs:

Recent — This displays a scrolling list of the numbers and parties to whom you have recently placed calls (see image above).



SpeedDial — This tab displays a list of all the SpeedDial numbers you have entered (see “Speed Dial tab” on page 56 for more information on this).

Agents — This tab displays a list of Agents logged in to your Call Center, and whether they are available or not. Note that the “traffic light” icon to the left of the Agent name corresponds to that Agent’s availability state.



Available state - greenInCall, Ringing states - redReleased, Unavailable, LoggedOut states - greyWrapUp state - yellow

In addition, if a CSR was previously available but went unavailable, the “Release Code” that the CSR selected is shown next to the state listing.

Group SortingIf your Call Center has many CSRs, it may be inconvenient to view them in a simple alphabetized listing (which is the default). You may list the CSRs by Group by clicking the arrowhead next to the Group item on the right side of this dialog.

Any number or party you select on these three tabs can be called by clicking Call.

NOTE: Please note that calls made to another CSR (“agent-to-agent” or “A2A” calls) take precedence over other call types. If you are making an outgoing call, for example, and while the other phone is ringing, if you answer an incoming A2A call, the outgoing call will be put on hold for the duration of the A2A call. This may not be convenient, and you can always “refuse” an incoming A2A call.

Hold Use this selection to put the current call on hold. This can be done to consult with a Supervisor, call another Agent, Transfer the call to an outside number, etc.

Also see “Put a Call on Hold” on page 25 and “Toggle Calls” on page 78, for more information.



Transfer Once you are in a call, click this button and the Conference dialog displays:

This dialog is the same as the New Call dialog, and works in a similar manner. Select an Agent (or another phone number) to which the transfer is to be made, and click OK. The caller you are transferring to will hear “music on hold” while the transfer is being made.

Also see “Transfer a Call” on page 24 for more information on transferring and accept-ing transferred calls.

NOTE: The behavior of this feature is dependent on how call transfer is set in the pro-gram Preferences. For more information on this, see “Call Flow tab” on page 53.



Conferencing a Call The Transfer button can be used to conference multiple parties into the same call:

To do this, select another phone number to bring into the conference, and click OK. The first caller will hear “music on hold” while you are connecting to the second caller.

When you are the “initiator” of a conference call (that is, the one who starts to add other parties to the call), you can:

• Add other parties to the call, up to the limit allowed in your Call Center. While you do this, the other parties to the call are able to speak to each other in the conference mode.

• Add parties to the call and hang up. This allows all of the parties you added to continue in the conference mode, but no more parties can be added to the call.


• Transfer the call to another CSR. Once again, all of the parties you added to the call and the CSR to which you transferred the call will remain in conference mode, but no one can add new parties to the call.

Toggle Calls This selection can be used to switch between multiple calls, including email and voice-mail messages. (Shortcut: <CTRL> + <F2>)

This button appears on the Toolbar by default.

If you are either not in call or have only one call, the button is disabled (dimmed).



While in a call, you may press the Hold button (<F2>), then press the New Call button (<F4>) to initiate an additional call.

You may then switch between existing calls (if more than one, the order rotates through all of the existing calls). When you press this button, the current active call is put on hold, and the next call in the sequence is picked up from hold. The chat window dis-plays information on the call to which you have toggled.

Pressing the Hang Up button (<F12>) hangs up the active call, and then you go back to the previous call in the rotation.

NOTE: When returning to a phone call, please remember that the call must be picked up from hold before you can speak to the other party.

NOTE: If you are replying to an email message, but have not yet sent your reply, and then you toggle to another call, any reply message you have entered will be lost, although the original message will be retained.

Hang Up Use this selection to hang up the current call.


Also see “Hang Up a Call” on page 26 for more information.

Schedule Callback Use this selection to schedule a callback. See “Scheduled / Unscheduled Call Back” on page 9 for more information.

AutoAnswer Instead of manually answering incoming calls, you can select Call > AutoAnswer, and the Agent automatically services incoming calls without having to click the New Call button.

NOTE: If you select AutoAnswer, you must be available to service the call. It will ring and then immediately connect to your Agent application.

Record This button (if it is available) allows you to start and stop recording of any call. It will not be present if you cannot record calls. If recording is available, this button can be added to your Toolbar. See “The CosmoCorder Agent” on page 85 for more informa-tion.

This also allows you to do selective recording of email calls. That is, when recording is not enabled but selective recording is enable, you can click the Record button start recording the email “call” in session. When the Record button is pressed, the original email message is recorded and any reply or forward is also recorded.



Redial When clicked, this button redials the last dialed number.

Interaction Menu — Overview


Interaction Menu

OverviewThe Interaction menu allows you to “co-browse” with chat callers, escalate calls to mul-timedia, and “push” stored URLs to chat callers.

Agent-Led Browse / Co-Browse

CosmoCall’s co-browsing feature comes in two different “flavors.” The first allows you to lead the caller to a series of web pages, and is referred to as “Agent-led browsing.” The second allows you to actually share the browsing session with the caller, each being able to move about the browser window, click buttons, fill in fields, enter URLs, etc. This is the full “Co-Browse” feature. Unlike pushing a URL and sending a single URL to the caller’s browser, the co-browsing feature lets you move from one page to another, either by entering a new URL in the browser’s address field or by jumping from a link on the page. As you move from one page to another, the other party’s browser automat-ically displays the same page.

To use the co-browsing feature, select one of these options or click one of the Browse tools. A new instance of the browser will be launched on your machine. Use this browser to specify a URL or click a link on a page.

NOTE: If you push a URL page to a caller that is composed of frames, it is possible that you may not be able to link to another page from that page. This will depend upon how the frames are configured on the page.

Start Multimedia / Start Multimedia (non IE) / End Multimedia

These selection allow you to escalate calls to Multimedia, depending on the capabilities of your system and the sytem of the other caller.

Start Multimedia (non IE) — (<F5> Lets you start a Multimedia call from the Agent to the caller. (Previously was Multimedia.)

Start Multimedia — <SHIFT> + <F5> Lets you start a Multimedia call using the caller’s computer. (Previously was Multimedia Callback.)

NOTE: This is the preferred method.

End Multimedia — Ends the current Multimedia call.



Sending URLs to Chat Callers

There are three methods which allow you to “push” URLs to chat callers, all of which are described in greater detail below:

• Add URLs to a CosmoCall folder in your Internet Explorer. These URLs can be organized into folders and sub-folders as you normally might do.

• Add the Custom URL button to your browser (or press <CTRL> + <F7>)• Add the URLs to your Canned Phrases file (if this is option available to you).

NOTE: If the Synchronize Sent URL with Caller option is checked in your Agent Prefer-ences, the action will also point your browser to the same URL (and open it, if neces-sary).

Agent Favorites This is one way of “pushing” a particular URL to the caller.

1. Save any entries you would want to push to a caller in a CosmoCall folder in Internet Explorer (IE). The easiest way to do this is to:

a. Have the page you want to push displaying in your IE.

b. Select Favorites > Add To Favorites from the menu.

c. Add the page to the CosmoCall folder. (If you need to create a CosmoCall folder, make sure the Favorites (root) folder is selected, then click New Folder... and then create the CosmoCall folder.)

2. When you are in a call, select Interaction > Agent Favorites to display the available entries to the caller.

3. Double-click an item to push it to the caller.

Push a URL to a caller

You can add a Custom URL button to any of your toolbars (see “Customize your Tool-bars” on page 29 for more information), which you can click, or you can press <CTRL> + F7> to display the Push URL dialog seen below:

In this box, you can type the URL you want to push and click OK, or press <ENTER>.

NOTE: If you have already pushed a URL to a caller during this session, that URL will be pre-filled in this dialog.



Using Canned Phrases

URLs that are saved as part of your Canned Phrases file are listed in your canned phrases window. They can be saved with descriptive text that is pushed along with the URL itself. You can double-click any URLs in your Canned Phrases window to push them to a caller. See “Use canned phrases” on page 21 for more information on using canned phrases. See “Customizing Canned Phrases” on page 55 for more information on how to enter URLs into your Canned Phrases file.

Help Menu — Overview


Help Menu

Contents This selection displays the on-line HTML Help file for the Agent application.

About This selection displays information about the currently installed version of the Agent application. Click OK to close.

The CosmoCorder Agent — Overview


The CosmoCorder Agent

OverviewCosmoCall Agent Recording (CosmoCorder) is a recording solution that allows a call center to record the conversations between a CSR and a caller, record email and voice messages received by the CSRs, and log chat history for chat calls.

If your call center has implemented CosmoCorder, you may be able to control whether or not recording is turned on for a particular call.

Implementation If CosmoCorder is installed in your call center, and if you have the ability to start or stop recordings, when a new call comes in, the Record button shown below will dis-play on your Toolbar. (See also “Record” on page 79 for more information.)

To start recording, click the button. Recording is “on” if the button is “depressed.”

For more information on this topic, contact your call center Administrator or Supervi-sor.

The CosmoCorder Agent — Overview


NOTE: You may need to enable the Record button by selecting (from the Toolbar) View > Customize > Tools > Call Control and dragging the Record button to the Toolbar. For more information on customizing your interface, see “View Menu” on page 64 and “About Toolbars” on page 29.

Agent Application Installation and Configuration — Overview


Agent Application Installation and Configuration

OverviewCosmoCom has tried to make the Agent application installation, configuration and updates as simple as possible. We realize that larger VCCs require the installation of many Agent applications, and have designed this process to be as straightforward as possible.

User Rights CSRs and Supervisors should have Administrator or superuser rights to the computers on which they run the Agent application. This allows for automatic updating of the Agent application as necessary.

An Important Note about the Agent Desktop



All CSRs in your Virtual Call Center should be made aware of this information.

Agent Installation - StandardThe standard installation of the CosmoCall Agent application software proceeds as fol-lows:

1. Start the installerThe InstallShield Wizard displays a welcome screen. This screen shows the build version of the software being installed, such as 4.0.740.

2. Click NextA Customer Information dialog displays. Enter the following information:

User Name - The name of the person who will be using this software, or the designated installer/supervisor/etc.Organization - Your company name.

3. Click NextA Setup Type dialog displays.

4. Select Typical and click NextAn Agent Interaction Subsystem details dialog displays. Enter the following information:

IP address of the machine on which the Agent Interaction Subsystem is installed.The port number the server uses.

5. Click NextA Tenant Details dialog displays. Enter your Tenant Name.

Agent Application Installation and Configuration — Agent Installation - Standard


6. Click NextA Ready to Install the Program dialog displays.

7. Click Install to proceed with the installation.

8. Once complete, an InstallShield Wizard Completed dialog displays.You may launch the Agent application from this dialog, or click Finish to close.

QoS Packet Scheduler Setup for the CosmoCall CSR Desktop and VCS — Descrip-


QoS Packet Scheduler Setup for the CosmoCall CSR Desktop and VCS

The information below applies to:

• Microsoft Windows 2000 Professional

DescriptionWindows 2000 Quality of Service (QoS) is a set of components and technologies that enable an application to allocate and manage end-to-end network resources. QoS enables consistent bandwidth results for network traffic, such as voice and video appli-cations. Traditionally, QoS has been incorporated into router and switch hardware. Now that it is available as part of Windows 2000, a new and consistent level of bandwidth for VoIP applications is available for the desktop.

The use of the QoS Packet Scheduler is highly recommended to improve voice quality of VoIP and other multimedia calls on a Customer Service Representative’s (CSR) desktop.

Packet Scheduler The packet scheduler is a software component which acts as a “traffic controller” to reg-ulate the amount of data (packets) which an application is allowed within a certain period of time. This is a QoS function which provides preferential treatment to higher-priority traffic and which ensures that network transmission of packets begins with data which has been deemed most important.

In addition, the Packet Scheduler also helps to schedule incoming data packets, which can greatly improve the quality of multi-media sessions.

If any portion of the network path the data packets traverse is “QoS-aware,” by using Resource Reservation Protocol (RSVP - described below) that data can request a certain amount of reserved bandwidth, thereby facilitating the flow of the media stream even further.

Packet ShapingPart of the packet scheduler's responsibility is shaping the way packets are transmitted from a network device, a capability often referred to as traffic shaping. One factor that contributes to network congestion is the burst nature of computer data transmissions, a side-effect of the inherent "send it all out right now" nature of IP transmission. Traffic shaping can help alleviate at least some of the effects of such activity by spacing out QOS-enabled packet transmissions, and by smoothing transmission peaks over a given period of time, thereby smoothing out network usage to affect a more steady use of the network.

Installing QoS Packet Scheduler

To install QoS Packet Scheduler:

1. From the Windows Taskbar, select Start > Settings > Network and Dial-up Connections.

QoS Packet Scheduler Setup for the CosmoCall CSR Desktop and VCS — Installing


2. Select the local area connection on which you want to install QoS Packet Sched-uler.

3. From the File menu, select Properties.The Local Area Connection Properties dialog displays.

4. Click Install, click Service, and then click Add.The Select Network Service dialog displays.

5. Select QoS Packet Scheduler, and then click OK.

6. Once the install is complete, Close the Local Area Connection Properties dialog.

Resource Reservation

RSVP (Resource Reservation Protocol) is used to set up a flow state between the end computers, as well as the inter-network devices along the data path.

After the Quality of Service (QoS) packet scheduler service is installed on a Windows 2000-based computer, traffic management programs that use the Microsoft Windows 2000 traffic control API (TCI), such as the CosmoPhone technology built into the Cos-moCall Agent software, can apply traffic control to outgoing traffic on behalf of non QoS-aware applications.

To ensure QoS is used:

Once QoS Packet Scheduler is installed as described above, perform the following steps to ensure RSVP starts automatically:

1. Reboot the PC.

2. From the Windows Taskbar, select Start > Settings > Control Panel3. Double-click Administrative Tools.

4. Double-click Services.The Services window displays.

5. Locate the QoS RSVP entry and double-click it.The QoS RSVP Properties (Local Computer) displays.

6. From the Startup type: dropdown list, select Automatic.

7. Click OK.

8. Close the Services and Administrative Tools windows.

For related information, please see the following article in the Microsoft Knowledge Base: Q227261 Description of the Resource Reservation Protocol (RSVP)

http://support.microsoft.com/default.aspx?scid=kb;en-us;227261

Many other relevant articles and pages can be searched for at the Microsoft web URL:

http://msdn.microsoft.com/default.asp

Portions of this text have been borrowed from Microsoft Product Support Services Arti-cle ID: Q233203, which can be found at the following URL:

http://support.microsoft.com/default.aspx?scid=kb;en-us;227261

http://msdn.microsoft.com/default.asp

QoS Packet Scheduler Setup for the CosmoCall CSR Desktop and VCS — Installing


http://support.microsoft.com/support/kb/articles/Q233/2/03.ASP

http://support.microsoft.com/support/kb/articles/Q233/2/03.ASP

Agent Application Issues — Audio Settings


Agent Application IssuesThis section cover topics of general interest to the CSR running the Agent application on their desktop.

Audio SettingsThe issues described below can effect the sound quality of the Agent application.

QoS May Cause Echoes

In some installations, it is possible that voice quality can be adversely affected by the QoS Packet Scheduler. (See “QoS Packet Scheduler Setup for the CosmoCall CSR Desktop and VCS” on page 1 for more information.)

If you experience a “repeating” or “echo” effect, you may wish to uninstall or disable QoS Packet Scheduler to see if it improves.

CD Player May Cause Noise

In rare instances, headset/handset noise has been reported. If this occurs, it may be pos-sible to fix the problem in the following manner:

1. Open the Volume Controls. (This can be done through the Control Panel or by double-clicking the “speaker” icon (if it exists) in your Windows Task Bar.)

2. Under CD Player, select Mute.

3. Close the Volume Control dialog.

NetMeeting May Set Audio Properties

In some installations, if you use NetMeeting, it may set the decibel gain in the Advanced Controls for Microphone. If this occurs, you may experience feedback through your headset or handset. Should you notice this, please do the following:

1. Start NetMeeting



2. From the Menu Bar, select Tools > Options > Audio (tab).The Audio Options dialog displays.

3. Make sure that Enable auto-gain control is de-selected (no check mark next to it).

4. Click OK.

Caller Reports Delay in ConversationIn the event a caller reports a delay in hearing your voice, you should select the Enable DirectSound for improved audio performance checkbox shown in the Audio Options dialog.

Reset Recording Controls

If the above occurs, you may need to reset the recording controls. To do so:

1. Open the Volume Controls. (This can be done through the Control Panel or by double-clicking the “speaker” icon (if it exists) in your Windows Task Bar.)



2. From the Menu Bar, select Options > Properties > Recording (radio but-ton) and click OK.The Recording Controls Properties displays (similar to that shown below):

3. Click Advanced.The Advanced Controls for Microphone dialog displays:

Agent Application Issues — Video Settings


4. Under Other Controls, de-select the 1 +20dB check box. (Make sure there is no check mark.)

5. Close all volume control dialogs.

Video SettingsThe issues described below can effect the Agent Application.

Color Settings In rare instance, a computer may reboot when yo try to start the Agent Application. If this occurs, and before you start the Agent Application:

1. Right-click anywhere on the Windows Desktop.A pop-up menu displays

2. Select the menu item Properties.A Display Properties dialog displays.

3. Select the Settings tab.

4. Under Colors, make sure that High Color (16 bit) is selected.

5. Click OK.A message informing you that the settings will be changed displays.

Agent Application Issues — Disable Automatic Detection of Settings


6. Click OK.A message requesting confirmation of the changes displays.

7. Click Yes to keep the new settings. The Display Properties dialog closes auto-matically.

Disable Automatic Detection of SettingsIt is possible for the CosmoAgent application to run if you start to login but click Can-cel to abort the login. This occurs if Automatically Detect Settings is enabled in your Internet settings.

If You Connect to Internet Through a Dial-Up Networking Connection

If you connect to the Internet through a dial-up networking connection, follow these steps:

1. Select Start > Settings > Control Panel > Internet. 2. Click the Connection tab, select the appropriate connection, and then click Set-

tings.

3. Click to clear the Automatically detect settings check box, click OK, and then click OK.

If You Connect to Internet Through a Local Area Network

If you connect to the Internet through a Local Area Network (LAN), follow these steps:

1. Select Start > Settings > Control Panel > Internet. 2. Click the Connection tab, and then click LAN Settings.

3. Click to clear the Automatically detect settings check box, click OK, and then click OK.

Quick Reference — Quick Guide to Agent Functions


Quick Reference

Quick Guide to Agent FunctionsNote that the short list of functions shown below are only briefly described. For more functions and more complete information, see “How to Use the Agent” on page 13, “The Agent Interface” on page 17, “Using the Agent – Common Functions” on page 17, and “The Agent Application Menus” on page 39.

Windows XP Service Pack 2 Security Alert

If the Agent application is installed on a PC which has Windows XP with Service Pack 2 as the Operating System, or if the OS is upgraded to WinXP with SP2, there is a high probability that the Windows Security Alert message shown below will display the next (first) time the Agent application is started:

The correct action to take (to prevent this message being displayed again) is to click Unblock.

Start the Agent Double-click this icon to launch the Agent application.

Otherwise, select Start > Programs > CosmoCom > Agent Workstation.

The Login dialog displays.

Login 1. In the User name text box, enter your Windows user name (case sensitive).



2. :In the Password text box, enter your password (case sensitive).

3. In the Tenant ID text box, (if there is one) enter your Tenant ID. Click OK

Go Available Once you have logged in to the call center, you must make your Agent application “available” before you can service any call. Do so by clicking the Available / Unavail-able button on the toolbar. The Status Line changes to reflect your current state of availability.

NOTE: When you are available, you will notice an arrowhead next to the Available / Unavailable button on the toolbar. To go unavailable, click the arrowhead and select a “reason” for going unavailable from the list which displays. It will look something like this:

Answer a Call When a call comes in to the Agent application, a “ring” is heard and the New Call icon on the toolbar becomes animated. To answer the call, click the button or press <F4>.



Transfer a Call You can transfer a call in progress to another CSR who is logged in to your call center by clicking the Transfer button. When you do this, the Transfer dialog displays:

Select an available CSR from the list and click OK to transfer the call. You can also transfer a call to another party by placing an outbound call.

NOTE: If you are receiving a transferred call, a dialog similar to the following displays:

Click Accept to accept a call transferred to you this way.

NOTE: Transferred calls which are rejected are returned to the originating CSR.

Put a Call on Hold To place a call “on hold,” click the Hold button. To pick the call up again, click the but-ton again.

Quick Reference — Agent Functions, Icons and Shortcut Keys


You may put a call on hold to speak to someone else, or for various other reasons. When you are servicing a call, the dial pad button is available on the toolbar:

Click the button to display the Dial Pad:

You can click the keys to enter phone numbers into dialogs or the Speed Dialer using this tool.

Hang Up a Call To hang up or end a call, click the Hang Up button.

Exit the Agent To exit the Agent, select File > Exit or click the close button on the upper-right corner of the Agent interface.

Agent Functions, Icons and Shortcut KeysThis is an alphabetical listing of all of the icons available in the Agent interface, with descriptions and shortcut keys (if they have such).

NOTE: Save Chat does not have an icon, but does have a shortcut key, so it is included in this list.

Function Icon Description Shortcut Key

About Displays the Help file for this applica-tion.

<F1>

Agent-led Browse

Allows you to lead the caller to a series of web pages

<F7>

Audio Sliders Turns the Volume Control bar on and off.

n/a



Audio Settings Displays the Audio dialog to let you adjust settings.

n/a

AutoAnswer Lets the Agent automatically service incoming calls without having to click the New Call button.

NOTE: If you select AutoAnswer, you must be available to service the call. It will ring and then immediately connect to your Agent application.

n/a

Canned Phrases Turns the display of the Canned Phrases window on and off.

<CTRL> + <F10>

Chat Turns the display of the Chat Text area on and off.

<F10>

Clear Chat Clears any information currently in the Chat Text area.

<SHIFT> + <F10>

Co-Browse Allows you to share the browsing ses-sion with the caller, each being able to move about the browser window, click buttons, fill in fields, enter URLs, etc.

<SHIFT> + <F7>

Custom URL Opens a window to allow you to directly enter a URL to “push” to a chat caller.

<CTRL> + <F7>

Dial Pad Opens the Dial Pad to enable number entry using the mouse.

<CTRL> + <F8>

EndMultimedia

Ends a Multimedia call. n/a

Exit Exits the Agent Application. n/a


Toggle the Agent state between Avail-able and Unavailable.

<F3>

Hang Up Hangs up the current call. <F12>




Hold Puts the current call on Hold. <F2>

Local Video Displays CSR’s image in a window on the CSR’s monitor during a Multimedia Call.

n/a

Microphone Mute Turns the microphone on and off. <F8>

New Call Opens the New Call dialog. <F4>

Preferences Lets you manage your preferences. n/a

Record Lets you start and stop recording, if available.

n/a

Redial This button lets you immediately dial the most recently dialed number.

n/a

Remote Video Displays caller’s image in a window on the CSR’s monitor during a Multimedia Call.

n/a

Rotate CRM If your Agent application is integrated with a CRM (Customer Relations Man-agement) application, this allows you to change the orientation of the window which displays.

n/a

Save Chat n/a Opens the Save As dialog to allow sav-ing of chat information.

<CTRL> + S

Schedule Call-back

Opens the Schedule Callback HTML page.

n/a

Start Video Starts a Multimedia Video session. This may be used with “Start Multimedia” to start the video portion of the call.

n/a

StartMultimedia

Starts a Multimedia call from the caller’s computer. This is the preferred method.

<SHIFT> + <F5>




Other Shortcuts There are a few miscellaneous keyboard shortcuts, listed below.

Dial a Number in the Clipboard – <CTRL>+<BKSP>Any number that you cut-and-paste into the Windows Clipboard (using <CTRL>+<C> or <SHIFT>+<INS>, for example) can be dialed by pressing <CTRL>+<BKSP>Be aware, however that the Agent application will try to dial anything that is in the Clipboard, whether it is a telephone number or a recipe for goulash.

Answer a Call While in Another Application – <WinKey>+<Spacebar>If the Agent application preferences are not set to bring the Agent to the front when a call is received, you can pick up an incoming call from within any application (like your browser) by pressing the <WinKey>+<Spacebar> key combination.

StartMultimedia (non IE)

Starts a Multimedia call from the CSR’s computer.

<F5>

Toggle Call Info / Email message

Toggles the Agent GUI from a page with text to the message playback win-dow.

n/a

Toggle Calls Toggles between multiple open calls. <CTRL> + <F2>

Transfer Opens a Transfer window to allow transfer of the call to another CSR.

<F6>




The Phone Agent — Overview


The Phone Agent

OverviewIn some instances, CSRs may be constrained to the use of only a telephone. This may be due to how the Call Center is configured, or if the CSR is travelling without a computer and still needs to service calls, or perhaps in the event of a “disaster.”

Since the CSR is operating without a PC, many of the functions which are available through the PC Agent application are not available for the Phone Agent.

Available FunctionsThe functions available to a Phone Agent can be divided into two categories:

• In call functions• Functions when not in call

These are described below.

Phone Agent Login Before you can perform any of these functions you must log in to the Call Center. This is done as follows:

Login to / Logout from the Call Center1. Dial the phone number which is assigned to you for this purpose.

2. When you hear the prompt to enter your ID, press the keys for your ID and then the # sign.

Example: your assigned ID is 352, press 352#.

3. When you hear the prompt to enter your password, press the keys for your password and then the # sign.

Example: your assigned password is 1178, press 1178#.

4. Once you are properly logged in, you will receive an audible confirmation of this fact.

NOTE: When you log in, you should be asked (by the system) to provide a “Media Address.” This is the phone number at which you will receive your calls, most likely the same phone from which you are logging in.

Enter the phone number for call delivery using the telephone keypad and finish with the # key. This number can be changed using the keypress described below.

Once you have logged in to the Call Center, you must make yourself available (as described below) to be able to answer calls.

The Phone Agent — Available Functions


Functions When Not In Call

These are shown in the table below, and described further after that

In Call Functions These are shown in the table below. Please note that these keys are the default values assigned to a Call Center, but may be changed by the System Administrator. If you have any questions about these functions, ask your Supervisor for clarification.

NOTE: If you are put on hold by another CSR, you should hang up the phone. The phone will ring when you are taken off hold.

NOTE: When dialing non-menu numbers, follow all keypresses with the pound sign char-acter, #.

Key Purpose Prompt

1 Set Agent media address To set your phone number, press 1.2 Make Agent available To make your Agent available, press 2.3 Make Agent released To release your Agent, press 3.4 Logout Agent To logout, press 4.5 Change Agent password To change your password, press 5.6 Make outbound call To place an outbound call, press 6.7 Make Agent to Agent call To place an Agent to Agent call, press 7.8 Get Agent media address To listen to the Agent phone number currently

set, press 8.9 Change voicemail greeting To alter your voicemail greeting, press 9.0 Listen to voicemail To listen to your voicemail press 0.

Key Purpose Use Example

*2 Initiate conference callUsed in conjunction with *8.

See *8, below

*3 Hangup conference participant While in conference, press *3 to hang up the last invitee.

*4 Hangup call

While in call, press *4 to “hangup” the call. You will hear prompts (if implemented in your Call Cen-ter) for wrap-up actions, after which you may phyxi-cally hangup the phone.

*8 Transfer callWhile in call, press *8 5551234# to call 555-1234, then hang-up the phone to bridge the calls or press *2 to create a conference.

** Put call on hold Press ** to put a call on hold and ** again to pick it up from hold.

Introduction to CosmoTracker — Who should read this?

CosmoTracker User and Installation Guide — CCU 5.0 CosmoTracker.bookPage 107 of 56

Introduction to CosmoTrackerWelcome to the CosmoTracker Addendum to the CosmoTracker User and Installa-tion Guide. This section briefly describes the contents of this addendum.

Who should read this?This section and those that follow should be read by anyone wishing to use the Cos-moTracker environment, whether they are a CSR, an Administrator or a Supervisor. Some of the information in this addendum will only be relevant to one or two of the spe-cific roles.

The main topics of this documentThe major topics covered in this document are:

• Introduction to the System – Discusses the nature of the system, the users and the options available for each user

• Logical Infrastructure of the CosmoTracker Subsystem – Introduces the information stored in the CosmoTracker Database

• Modes of Operation – The two modes which the system can be accessed., and some general concepts.

• The CosmoTracker User Interface – Presents a "guided tour" through all the CosmoTracker screens which are available in the system.

• CosmoTracker Installation – Installation instructions for CosmoTracker, Including:

CosmoTracker Web Package InstallationCosmoTracker Client-side Installation

An Important Note Regarding CosmoTrackerAlthough CosmoTracker runs within the standard CCU Agent application, it is only provided to our customers as an optional component. The information included in these addendum sections, while it may only be of use to personnel who are running the Cos-moTracker application, may be of interest to anyone wishing to enhance the usability of the Agent application.

If you want more information on obtaining CosmoTracker for your Call Center, please contact CosmoCom or your sales representative.

Introduction to CosmoTracker — An Important Note Regarding CosmoTracker


Introduction to the CosmoTracker System — What does CosmoTracker Do?


Introduction to the CosmoTracker System

What does CosmoTracker Do?The CosmoTracker subsystem is a suite of applications that details all contacts by any CSR with the customer or caller. The primary purpose of CosmoTracker is to keep track of a customer's interactions. It associates interactions with customer information and keeps records for every such interaction. For all calls that are delivered to a CSR, the system tries to use the accompanying call information – such as Automatic Number Identification or e-mail address etc. – to identify the caller just before the call is picked up by the CSR. Whether the caller is identified or not, the CSR is able then to create a new case and new activity (interactions) describing the call, which holds all the infor-mation associated with that call. If the caller is identified, the CSR is able to view the caller's history even before the call is picked-up.

When a caller interacts with your Contact Center, the call details are logged, and the CSR is able to view the interaction history related to this caller, and may create new cases and activity reports (interactions) which describe the nature of the specific call, etc. These activity details may include the actual content of the interaction – depending on the type of the content (voice, e-mail, internet-chat, etc.) – and the availability of CosmoCorder. CosmoTracker can also be used to provide access to the content of inter-actions, such as voice and chat. The content itself is kept in the CosmoCorder database.

Who Can Use CosmoTracker?The CosmoTracker Graphical User Interface is a browser-based user interface for enter-ing and retrieving customer interaction information. When used in conjunction with live calls, it is hosted within the CosmoCall Agent application. It can also be used by anyone in the organization who wishes to view/create/manage incidents using a standard browser. In this case, some of the features associated with live calls are not available. For example, it is not possible to dial a customer phone number when CosmoTracker is not run from the CosmoCall Agent application. In addition, when not being hosted inside the Agent application, specific fields in various CosmoTracker forms are not pre-populated.

CosmoTracker and the CosmoCall Agent ApplicationSince CosmoTracker runs within the standard CosmoCall Agent application, most of the standard (not CosmoTracker specific) functions available are described in greater detail in that document. For more information, please see the CosmoCall Universe CSR Guide.

Logical Infrastructure of CosmoTracker — The information stored in the system


Logical Infrastructure of CosmoTrackerWhen a call is delivered to a CSR’s workstation, the system immediately uses the infor-mation which arrives with the call to track the contact details associated with the caller. When the caller is identified by the system, the CSR can view the list of interactions between this caller and the Contact Center, update any information associated with this caller, create a new record for a new case the caller calls about, or just create and describe a new activity associated with an already existing case.

Hereafter, and throughout this manual, when the phrase “customer calls the Contact Center” is being used, the term “call” can refer to one of the following: voice call, e-mail message or chat call.

The information stored in the systemThe following entities are the building blocks used in the system:

If you are pointing out the mandatory connection between items it is correct for other items as well - currently you can not create a contact without a related account, case without related account and activity needs to be related to an account, contact and case.

Account — Holds all the information related to the caller’s account to which the caller is related. This account might have direct connection to the company the Con-tact Center is giving service to (Company-A, Department-XYZ, etc.), or the account the caller works for, etc. An account entity holds (contains) many “cases,” which describes a particular issue for which one or many contact-per-sons “called.”

Contact — Holds all the details associated with a specific caller who called the Con-tact Center. The caller usually calls regarding a specific issue or case (either a new case or an old one). If the contact is known to the system (i.e., has called before using one of the supported media: phone, e-mail or chat), the Cos-moTracker subsystem automatically displays the contact-record associated with caller. Then, the CSR is able to create a new “activity,” describing this call, and associate it with a specific case (for example: the caller calls for the third time, regarding the company's broken laser-printer, so the CSR is able to create an activity related to this call, and associate it with the case created during the first call). You cannot create a contact without a related account.

Case — An entity which holds all the information associated with a specific issue or set of issues about which a caller or callers calls the Contact Center. You cannot create a case without a related account.

Activity — Describes a specific interaction which the CSR had with a caller, whatever the call type may be: voice call, e-mail message or chat call. The information stored in the database contains a full description of the parameters associated with the specific call media, time of call, wrap-up information, and media recording information (link to CosmoCorder GUI). The activity has direct con-nection to a case. You cannot create a contact without a related account contact and case.

Modes of Operation — Online Mode


Modes of Operation

Online ModeCosmoTracker allows the CSR to update Account, Contact, Case and Activity informa-tion (records) using a set of Graphical User Interface (GUI) pages.

You may perform the following operations from the various GUI pages (Tabs) in the system:

• Search records• Sort records• Create new records• Edit existing records• Delete existing records1

All of these are explained in greater detail in the sections that follow.

1. This can only be done if the user has administrative authority.

Modes of Operation — General Notes


General Notes

Selecting Information

Lists of records (accounts, contacts, cases or activities) are displayed with various header information, based on the type of record you are viewing. If you are viewing the Contacts Tab, for example, you may see a screen like the following:

Please note that if you want to view a particular Contact record, you must click one of the items listed in either the Contact ID or Contact Name column on this screen. If you click an item in the Account Name column, the record for that account will display instead of the record for the contact.

Modes of Operation — Deleting Records


This general rule applies throughout the system, please keep this in mind when access-ing information.

Deleting RecordsIf you attempt to delete a record of any type, a message similar to the one shown below displays:

Click OK to delete or Cancel to not delete the record.

NOTE: Only users with the proper authority (permissions) are able to delete records.

Offline ModeIn addition to using CosmoTracker from within the CosmoCall Agent application, you may also access the same data using the Microsoft Internet Explorer browser.

When used in offline mode, CosmoTracker does not allow you to create call activities in real time, with all the real time data associated with them (call start time, CSR handling the call, queues etc.), but you can use it to access already existing data or create new records. For example: you can create an offline activity, describing an incoming call which was received.

CosmoTracker Shortcuts, Tips and Tricks — Overview


CosmoTracker Shortcuts, Tips and Tricks

OverviewBelow are listed a few things that might make your experience as a CosmoTracker CSR easier or more rewarding.

Shortcut Keys A number of keyboard shortcuts are available for your use. Please see the section “Agent Functions, Icons and Shortcut Keys” on page 100 for more infomation on this.

Dialing a Telephone Number

In addition to the standard ways of making an outgoing call as described in “New Call” on page 72, you may also click on a highlighted telephone number anywhere in the application to immediately dial that number:

Expand and Contract Record Information

When creating, editing or viewing records (items) in CosmoTracker, you will often see a double-headed arrow next to a listing. If you click this symbol, more information for that item displays:

Conversely, when the information is already expanded, the arrow changes, and you can click it again to collapse the extra information:

Click here to expand the displayed information.

Click here to collapse the displayed information.

The CosmoTracker User Interface — Overview


The CosmoTracker User Interface

OverviewThis section presents a "guided tour" through all the screens that you may see when using CosmoTracker.

The interface consists of five “standard” tabs, each of which displays specific informa-tion about callers and interactions with callers. These are:

• The Home Tab • The Accounts Tab • The Contacts Tab • The Cases Tab • The Activities Tab

All of which are described in the sections which follow.

In addition, “Current Activity” tabs are created on an “as needed” basis when calls are received, initiated or when a New Activity button is clicked.

General ProceduresIn addition to the tabs located at the top of the interface, the window is composed of various parts which are described in further detail below. These fall into three main cat-egories:

• The Create a New Item area• The Search area• The List area

These are described in greater detail below.

The CosmoTracker User Interface — General Procedures


Creating New and Searching for Database Items

Each tab in the interface lets you search for items (based upon criteria relevant to that particular tab) and also lets you create new items (ditto). Below is a sample screen shot from the Home tab:

In this particular case, the “Create New” area is populated by a button for each type of item available in the system, however, on the other tabs, the only New... button is for that particular type of item.

Create a New Item1. Click the button for this purpose

A form (or in the case of a new Activty, a new “Current Activity” tab) displays

2. Fill out the form and then click the Save button on the form.

Specific instructions for each form are listed in the sections for each tab.

Search for an ItemYou may perform a search in one of two ways:

1. Quick Search – Click one of the quick search items on the screen. The list area displays the appropriate information.

2. Keyword Search – Enter a keyword, partial word, words, phrase, etc. and select one or more of the available choices from the checkboxes on the screen.

NOTE: If you select the Date criteria (which is available on all but the Home tab) a calen-dar displays, and you must enter a particular date to search.

Then click the Search button to display the information satisfying your search. No other information can be entered into this field if the Date criteria is selected.

“Create New Item” area

Keyword Search area Quick Search area

The CosmoTracker User Interface — Login Screen


The Database Item List

Most screens (whether or not you have already performed a search) display a list of rel-evant items, similar to the one shown below:

Login ScreenIf you access CosmoTracker from outside of the CosmoCall Agent application, or if the connection to the CosmoTracker servers is lost and the CSR session cannot be restored, a login screen (shown below) displays:

The login does not display if you are using the CosmoCall Agent application to work with CosmoTracker. The Agent application automatically logs you into the Cos-

Click on a column header to sort the information based on that column.

Click on an item link to display that individual record.

Use the navigation links instead of the Tabs at the top of the screen.

Use the Previous and Next links to view multiple screens of information.

The CosmoTracker User Interface — The Home Tab


moTracker subsystem – using your CCU agent credentials – this is known as a “unified” login.

To login in to the system, fill in the fields with the appropriate information and click Login.

The Home TabThe home page (tab) is usually the first page you see when logging in to the Agent application configured with CosmoTracker.

On this screen, you see a list of your recently modified items, and you may search for existing, or create new, accounts, contacts, cases and activities. If the New... buttons are used, the corresponding page displays, with a form opened in "edit" mode. For example:

The CosmoTracker User Interface — The Home Tab


if you click the New Activity button, the Activity page (tab) displays, showing the new activity form in edit mode.

Creating New Items, or Searching for Existing Items

Create an ItemClick one of the buttons for the type of item (record) you wish to create. See the appro-priate sections of this document for the information which you need to enter for these.

Search for ItemsThe Home tab can show you many different types of information, but the search is somewhat limited, as you can only enter the type of item for which to search. The key-word searches on the other tabs may be of more use.

The Quick Search area on this screen allows you to find your most recently viewed items of any type.

See the section “Creating New and Searching for Database Items” on page 116 for more information.

Browsing Multiple Pages

Only a limited number of search results can display on this page at one time. You may use the Next and Previous links on the page to browse the full list of contacts.

Arranging the View This view (by default) sorts all your recently accessed items by Last Modified Time. You can change the sort order by clicking any of the column headings (such as Contact Name or Item Type). The first time you click a column heading, the column is sorted in ascending order. If you click the heading again, the column is sorted in descending order.

The CosmoTracker User Interface — The Accounts Tab


The Accounts TabThe Accounts page allows you to search, create, edit and update accounts within the system.

An Account record contains case and activity information for a specific client or cus-tomer, and this information is organized under the people who called in with requests (contacts).

The main page in the Accounts tab allows you to sort the list based on Last Modified Time, Account ID and Account Name:

Searching Accounts You may search for particular accounts, or account information, by entering a search string into the Search field. The type of information you can search for from this screen includes:

• Name – enter the name or partial name of the account.



• Notes – enter a phrase or word that should be in the notes.• Account ID – enter the full ID for a specific account• Date – select a specific date from the calendar popup that displays (this

selection cannot be used with other criteria).• My Items – select this box to narrow the search to only your items

Once you have selected the search criteria, click Search to locate the record(s).

Quicksearch AccountsThe Quicksearch area on this tab allows a one-click search for the following items:

• My Recently Modified Accounts• All Accounts



Arranging the View This view (by default) sorts all your recent accounts by Last Modified Time. You can change the sort order by clicking any of the column headings (such as Account Name or Account ID). The first time you click a column heading, the column is sorted in ascending order. If you click the heading again, the column is sorted in descending order.



Viewing Account Details

When you select an account from the list, the account record displays. You can use this screen to edit or delete the account, or to create a new account record.

NOTE: If you scroll down this page, you also see listing of related Contacts, Cases and Activities.

The Back To Search button returns you to the search page (tab) for this type of record.



Editing Accounts If you click the Edit button, the screen changes to edit mode:

The only mandatory information required on this screen is the Account Name. Make any necessary changes and click Save to save them.

NOTE: If you make any errors while entering information, you may click the Revert but-ton to restore the record to its original state before you save it. Once saved, the previous state of the record cannot be restored.



Creating New Accounts

You may create a new account from either the Home tab or the Accounts tab. When you click the New Account button, the following screen displays:

The only difference between this screen and the Edit Account screen is that the account information is blank, and must be entered (Account Name is mandatory).

Once you enter all the mandatory (and optional) information, click Save to save the information. Click Clear to clear the form and start over again.

NOTE: You may also create a new account when viewing an existing account, by click-ing the New button on the account information screen.

The CosmoTracker User Interface — The Contacts Tab


The Contacts TabThe Contact main view allows you to search, create, edit and update contact data within the system.

Contacts are associated with accounts and hold information about specific individuals who have called the Contact Center.

Searching Contacts You may search for particular contacts, or contact information, by entering a search string into the Search field. The type of information you can search for from this screen includes:

• Name – enter the name or partial name of the contact.• Notes – enter a phrase or word that should be in the notes.• Contact ID – enter the full ID for a specific contact



• E-Mail – enter the full or partial email address for a contact• Phone – enter a full or partial telephone number for a contact• Date – select a specific date from the calendar popup that displays (this



Quicksearch ContactsThe Quicksearch area on this tab allows a one-click search for the following items:

• My Recently Modified Contacts• All Contacts



Arranging the View This view (by default) sorts all your recent contacts by Last Modified Time. You can change the sort order by clicking any of the column headings (such as Account Name or Contact ID). The first time you click a column heading, the column is sorted in ascending order. If you click the heading again, the column is sorted in descending order.



Viewing Contact Details

NOTE: When you select a contact from the list, the contact record displays. You can use this screen to edit or delete the contact, or to create a new contact record.

NOTE: This sample only shows a partial screen. If you scroll down this page, you also see listing of related Cases and Accounts.




Editing Contacts If you click the Edit button, the screen changes to edit mode:

Make any necessary changes and click Save to save them.




Creating New Contacts

You may create a new contact from either the Home, the Contacts tab or the Account detail view. When you click the New Contact button, the following screen displays:

The only difference between this screen and the Edit Contact screen is that the contact information is blank, and must be entered (First Name, Last Name and an associated Account are mandatory).

NOTE: You may also create a new contact when viewing an existing contact, by clicking the New button on the contact information screen.

NOTE: You can select an existing account from the drop-down list, or you can create a new account from here by selecting Create new Account:. If you do this, the screen



changes to allow you to add a minimial amount of information for the new Account.

If you need to add more account information than what is available from this screen, you should do so from the Account editing screen, as described under “Editing Accounts”.


The CosmoTracker User Interface — The Cases Tab


The Cases TabThe Cases main view allows you to search, create, edit and update case data within the system.

Cases are associated with accounts and hold information about specific incidents or requests from individuals who have called the Contact Center.

Searching Cases You may search for particular cases, or case information, by entering a search string into the Search field. The type of information you can search for from this screen includes:

• Subject – enter the subject or partial subject name of the case.• Notes – enter a phrase or word that should be in the notes.• Case ID – enter the full ID for a specific case



• Date – select a specific date from the calendar popup that displays (this selection cannot be used with other criteria).

• My Items – select this box to narrow the search to only your items


Quicksearch CasesThe Quicksearch area on this tab allows a one-click search for the following items:

• My Recently Modified Cases• All Cases



Arranging the View This view (by default) sorts all your recent cases by Last Modified Time. You can change the sort order by clicking any of the column headings (such as Account Name or Case ID). The first time you click a column heading, the column is sorted in ascend-ing order. If you click the heading again, the column is sorted in descending order.



Viewing Case Details

When you select a case from the list, the case record displays. You can use this screen to edit or delete the case, or to create a new case record.

NOTE: This sample only shows a partial screen. If you scroll down this page, you also see listing of related Activities.




Editing Cases If you click the Edit button, the screen changes to edit mode:

Make any necessary changes and click Save to save them.




Creating New Cases

You may create a new case from either the Home tab or the Cases tab. When you click the New Case button, the following screen displays:

The only difference between this screen and the Edit Case screen is that the case infor-mation is blank, and must be entered (Case Subject and an associated Account are mandatory).

NOTE: You may also create a new case when viewing an existing case, by clicking the New button on the case information screen.

NOTE: You can select an existing account from the drop-down list, or you can create a new account from here by selecting Create new Account:. If you do this, the screen



changes to allow you to add a minimal amount of information for the new Account.

If you need to add more account information than what is available from this screen, you should do so from the Account editing screen, as described under “Editing Accounts”.


The CosmoTracker User Interface — The Activities Tab


The Activities TabThe Activities main view allows you to search, create, edit and update activity data within the system.

Activities are associated with accounts and hold information about specific incidents or requests from individuals who have called the Contact Center.

As you can see from the sample screen, you can select to view your activities using var-ious criteria related to the type of activity (such as voice call or chat).

Searching Activities You may search for particular activities, or activity information, by entering a search string into the Search field. The type of information you can search for from this screen includes:

• Subject – enter the subject or a partial subject of the activity.



• Notes – enter a phrase or word that should be in the notes.• Activity ID – enter the full ID for a specific activity• Date – select a specific date from the calendar popup that displays (this



Quicksearch ActivitiesThe Quicksearch area on this tab allows a one-click search for the following items:

• My Recently Modified Activities• All Activities• My Activities• My Offline Activities• My Chat Activities• My Voice Activities• My E-Mail Activities• My Voice Mail Activities



Arranging the View This view (by default) sorts all your recent activity by Last Modified Time. You can change the sort order by clicking any of the column headings (such as Account Name or Account ID). The first time you click a column heading, the column is sorted in ascending order. If you click the heading again, the column is sorted in descending order.



Viewing Activity Details

When you select an activity from the list, the activity record displays. You can use this screen to edit or delete the activity, or to create a new activity record.

NOTE: This sample only shows a partial screen. If you scroll down this page, you also see listing of related CosmoCorder Recorder Links, if any.




Editing Activities If you click the Edit button, the screen changes to edit mode:



Creating New Activities

You may create a new activity from either the Home tab or the Activities tab. When you click the New Activity button, the following screen displays:

The CosmoTracker User Interface — Current Activity Tab


NOTE: This is the same screen that displays when you make a new call or receive a call, however, no information is pre-populated in it. For more informaion, see “Current Activity Tab” on page 142.

You must enter the following information when creating a new activity: Activity Sub-ject and Activity Type (activity info), First Name and Last Name (contact info), Case Subject (case info) and an Account Name (account info).

NOTE: You may also create a new activity when viewing an existing activity, by clicking the New button on the activity information screen.

NOTE: You can select an existing case from the drop-down list, or you can create a new case from here by selecting Create new Case:. If you do this, the screen changes to allow you to add a minimial amount of information for the new Case.

If you need to add more case information than what is available from this screen, you should do so from the Case editing screen, as described under “Editing Cases”.


Current Activity Tab

CosmoTracker Installation — Installation Overview


CosmoTracker Installation

Installation OverviewThis Section details the installation steps for CosmoTracker.

The CosmoTracker Application is based on client/server architecture as detailed below:

The CosmoTracker Server side is based on two ends:

1. CosmoTracker Database (requires SQL Server)

2. CosmoTracker Web Package (requires IIS)

The CosmoTracker Client side can be used in two configurations:

1. CosmoTracker Stand-Alone Client - simply using Internet browser (recom-mended: IE6 in 1024x768)

2. CosmoTracker As CRM Client - Integrated into CosmoCall Universe Agent.

Installation of CosmoTracker Server-side

Installation guide for CosmoTracker Database

Pre-Requisites:1. SQL 2000 server with the latest service pack (SP3a)

2. The latest .Net Frameworks (only if running 'SetupCRM.exe' on SQL server)

3. Microsoft Data Access Components (MDAC) version 2.6 or later. This can be obtained from Microsoft (click here to display the web page).

Installation stages:1. Execute1 SetupCRM.exe to install CosmoTracker Database in SQL server

1. Execution of SetupCRM.exe can be made either remotely or locally on the SQL Serv-er. In any case, .NET Framework must be installed on the machine on which Set-upCRM.exe is running.

http://www.microsoft.com/downloads/details.aspx?familyid=78cac895-efc2-4f8e-a9e0-3a1afbd5922e&displaylang=en

CosmoTracker Installation — Installation of CosmoTracker Server-side


2. The setup dialog displays:

3. Enter the following information:

a. SQL Server – Server hostname1, where SQL is installed.

b. SQL User name - username of SQL Admin

c. SQL Password - password of SQL Admin

d. DB Path - path where CosmoTracker DB files will be stored(usually: C:\Program Files\Microsoft SQL Server\MSSQL\Data\CosmoTracker)

4. Click Create DB to start the creation of the CosmoTracker Database.

5. On Success the following message displays:CosmoTracker was successfully created

1. It may display (local) if running setup on SQL Server itself.

CosmoTracker Web Package Installation — Overview


CosmoTracker Web Package Installation

OverviewThis section describes what is needed to install the CosmoTracker Web Package.

Pre-Requisites:1. IIS (Internet Information Services) windows component

2. The latest .Net Frameworks (for ASP.NET Client)

3. Full CCU 4.4 (latest release-build)

Installation stages:1. Copy CosmoTracker folder into CCU-Server Components folder

(Usually located in: C:\Program Files\CosmoCom\Server Compo-nents)

2. Create a Virtual Directory for the CosmoTracker folder:

a. Open IIS Manager



b. Right-click Default Web Site, then select New > Virtual Directory

c. Use the following information in the Virtual Directory Creation Wizard:

Virtual Directory Alias name - CosmoTracker

Web Site Content Directory - path to CosmoTracker folder, i.e.: C:\Program Files\CosmoCom\Server



Components\CosmoTracker

Access Permissions - Check only Read and Run Scripts



d. Click Next to complete the wizard.

e. Right-click CosmoTracker then select Properties

f. Select the Documents tab and add WFLogin.aspx as the first default document:



3. Configure CosmoTracker settings:

a. Open Server.config for editing (located in CosmoTracker directory)

b. Update Databases Authentication Information ('ConfigProcessorDB' tag)

Connection ID - Name of Database Data Source - IPAddress of SQL Server (that contains the Database)User ID - username of SQL Admin Password - password of SQL AdminInitial Catalog - same as Connection ID

c. Update ActiveDirectory Information ('ConfigProcessorAD' tag)

ADServer Name - Host Name/IP of ActiveDirectory (Domain Controller) Machine . (Make sure that this name is accessed from this (IIS) machine - e.g. by ping)

d. Save Server.config.

4. Add CRMList parameter in OnCallArrival Script:

a. Open CosmnDesigner

NOTE: The following steps should be done for all tenants.

b. Add 'OptionalParamters' to the call object where:

Parameter Name = CRMListParameter Value = CosmoTracker=1

(1 stands for the CRM ID that will be used for CosmoTracker – it may be modified, but then it should be coordinated in the installation



of CosmoTracker as a CRM Client.)

c. Populate the 'CallArrival.xml' script over all connection servers of the ten-ant (to validate the modification).

5. Restart 'aspnet_wp.exe' process (using Task Manager) or alternatively run 'iisreset' to validate changes.

CosmoTracker Client-side Installation — Using CosmoTracker Stand-Alone Client


CosmoTracker Client-side Installation

Using CosmoTracker Stand-Alone Client

Pre-Requisites:1. Internet Browser (Cookies enabled)

2. Network access to CosmoTracker Web Site

Usage:1. Surf to CosmoTracker WebSite (http://<CosmoTracker Machine

Name/IP>/CosmoTracker)

2. Login using CSR credentials.

3. Please refer to the User section of this document for further usage information.

Installation of CosmoTracker as a CRM Client

Pre-Requisites:1. Cookies enabled in internet options

2. Agent WorkStation (same as CCU version)

3. Network access to CosmoTracker Web Site

CosmoTracker Client-side Installation — Installation of CosmoTracker as a CRM


Installation steps:1. Extract CosmoTracker.zip to Agent folder (usually: C:\Program

Files\CosmoCom\Agent).

2. Modify CosmoTrackerRegAsCRM.reg:

a. Modify the Path to point to the CosmoTracker Web Address.

b. Verify that the CRM ID is exactly the same as that installed in the server.([HKLM\SOFTWARE\CosmoCom\Universe\CurrentVer-sion\Agent\CRM\1] – Where 1 is the CRM ID)

3. Verify that the "CosmoTrackerHelper_Location" inside Install_CosmoTracker.bat, points to the agent folder (or modify it).



(Set CosmoTrackerHelper_Location="C:\Program Files\Cos-moCom\Agent")

4. Run CosmoTracker_REG.bat to install the client.

Uninstall steps:1. Verify that the "CosmoTrackerHelper_Location" inside

Uninstall_CosmoTracker.bat points to the Agent installation location.

2. Run Uninstall_CosmoTracker.bat to remove the CosmoTracker As CRM Client.

3. Delete all installation files:

CosmoTrackerRegAsCRM.reg CosmoTrackerRegAsCRM_Remove.reg Install_CosmoTracker.bat Make_ccAgentSafeActiveX.reg Remove_ccAgentSafeActiveX.reg Uninstall_CosmoTracker.bat



Document Change Control Information — Changes and Revisions


Document Change Control Information

Changes and RevisionsThis section contains document change and revision information in reverse chronological order, along with pertinent notes..

Issue Date Version Revised by / Author Comments17 Mar 2006 CCU 4.5 SP4 Tech Docs Team SP4 GA26 Sep 2005 CCU 5.0 D 1.1 Andrew Schwartz Sent to QA for review.14 Jul 2005 CCU 4.5 R 1.1 Andrew Schwartz Updated and re-released20 Apr 2005 4.4.1 - RC 1.0 Andrew Schwartz Release Candidate - removed change bars2 Feb 2005 4.4.1 - D 1.0 Andrew Schwartz CCU 4.4.1 beta release10 Sep 2004 4.4 - R 1.0 Andrew Schwartz CCU Release - change bars removed27 August 2004 4.4 - R0.2 Andrew Schwartz CCU 4.4 Final Draft2 Aug 2004 4.4 - R0.1 Andrew Schwartz CCU 4.4 preliminary release

4.4 - D1 Andrew Schwartz CCU 4.4 first revision7 July 2004 4.3.4-R2.1 Andrew Schwartz 4.3.4.2 interim documentation update

Document Change Control Information — Changes and Revisions


Glossary — A

CosmoCall GlossaryPage 157 of 175

Glossary

CosmoCall Universe DefinitionsThe following is an alphabetical list of terms, acronyms and definitions used throughout CosmoCall Universe documentation. Some of these terms may not actually be used in this document.

A Abandoned CallIf the caller hangs up while the call is in queue, it is considered abandoned.

ACD CapacityThe maximum number of CSRs that can be connected to an ACD at the same time.

ACD ServerAutomatic Call Distributor Server - CosmoCall Universe Backend servers including Call Management Service (Object Routing Engine), Configuration Server and other components.

AccountsAccounts are a tenant’s CosmoCall Universe Virtual Call Center customers.

Active DirectoryActive Directory is Microsoft’s trademarked directory service, an integral part of the Windows 2000 architecture. Like other directory services, Active Directory is a central-ized and standardized system that automates network management of user data, secu-rity, and distributed resources, and enables interoperation with other directories. Active Directory is designed especially for distributed networking environments.

AdministratorThe CosmoCall ACD component that lets you define and administer CSRs, Agent groups, queues, skills, teams, events, scripts, connection servers.An Administrator is also someone authorized to act on behalf of your CosmoCall Uni-verse Virtual Call Center, with rights to add modify and delete records in the CosmoCall database.

AgentAn “Agent” is a CSR’s Workstation with the CosmoCall Agent application installed and running and concurrently connected to the System (Logged in). This term also refers to a Customer Service Representative (CSR), telephone sales or service representative (TSR), or rep.

Agent ApplicationThe CosmoCom software that is used on a CSR’s computer.

Agent GroupA collection of CSRs that share a common set of skills, such as being able to handle sales calls for product X.

Agent HelperA COM object provided with CosmoCall that integrates with other applications to cus-

Glossary — C


tomize the caller information available to the CSR. Virtually any information can be presented to the CSR to help them service a call.

Agent Interaction SubsystemThe CosmoCall component (ACD server) that provides TCP/IP-based communication with Agent and Administrator applications over IP sockets.

Agent StatusThe state a CSR is in (available, unavailable, in call, etc.).

ANI (Automatic Number Identification)The phone number of the person placing a call. Also referred to as CLI, caller line iden-tification.

ASPApplication Service Provider. Usually referred to as System Administrator or Cos-moCall System Administrator in our documentation.

ASP scriptActive Server Pages script. CosmoCom provides ASP scripts to help you quickly con-tact-enable your Web site.

AvailableCSRs who are signed on to the CosmoCall system and waiting for calls to arrive.

C CallA request for information by a caller. A call can contain the following parameters: TQoS, skills required, queue destination, caller name, URL, etc., and any number of optional parameters. This request can be made by telephone, chat, or email.

Call CenterA term that generally refers to reservations centers, help desks, or customer service cen-ters.

CallerThe person initiating the CosmoCall session or call.

Call Management ServiceThe ACD server that is the call distribution engine, matching calls to CSRs. Formerly referred to as the Object Routing Engine or Call Matcher.

CCUCosmoCall Universe.

Chat Proxy ServiceThe ACD server that handles requests from CosmoCall’s Web Caller. Also called the Internet Chat Proxy Service.

CIFCommon Intermediate Format. A video format used in videoconferencing systems, which supports both NTSC and PAL signals, with a data rate of 30 frames per second (fps), with each frame containing 288 lines and 352 luminance pixels per line.

ClusterIn a computer system, a cluster is a group of servers and other resources that act like a

Glossary — C


single server and enable high availability and, in some cases, load balancing and paral-lel processing.

ConfiguratorA CosmoCall script, installed when the ICS is installed, which lets you create a file that contains the defaults to be used for all web-based CosmoCalls.

Configuration ManagerThe ACD server that maintains Call Center configuration information and which sup-plies that information to other services.

CosmoCall Connection ServersMany different Connection Servers comprise a System:ICS (Internet Communication Subsystem)VCS (VoIP Connection Server)MCS (Message Communication Subsystem)

CosmoCallA software solution that integrates live multimedia communication into any website or network-based application, allowing a customer to call a help desk or other call center through his or her computer.

CosmoCallerCosmoCom HTML pages that enable any Web browsing user (or other enabled network application user) to make a CosmoCall.

CosmoCaller ExtensionA component of CosmoCall’s Web support package that allows calls to be made from Web sites using the Web Caller.

CosmoCall System Administrator (CSA)The CosmoCall System Administrator or CSA is sometimes referred to as a “landlord”:an ASP providing hosted service to multiple tenants.

CosmoConsoleCosmoConsole refers collectively to the following CCU Call Center Components:• Realtime Reports• Historical Reports• Provisioning Wizards• Recording Playback• Administrator Web Package• CosmoDesigner

CosmoPhoneA fully integrated call control and voice over IP communications appliance for CSRs that is part of CosmoCall. CosmoPhone provides excellent audio quality and is recom-mended for CSRs, who will predominantly be answering audio (PSTN and escalated CosmoCalls).

CosmoPhone agentA CosmoCall Agent application that uses the H.323 TAPI service provider included with Windows 2000 instead of using Windows NetMeeting for audio (PSTN and VoIP) calls.

Glossary — D


CRMCustomer Relationship Management. This an information industry term for methodolo-gies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. In the context of CCU documentation, this usually refers to a particular software implementation that allows CSRs to access customer information directly through the Agent application.

CSRA Customer Service Representative (CSR) is the person at the other “end of the line” from a caller. The CSR is running the CosmoCall Agent application on their local PC.

D Data Transport Server (DTS)The DTS is part of the CosmoCorder system and monitors the network share(s) where the VCS and ICS servers write the temporary recording information. Once the DTS has determined that a particular file has finished being updated by the connection server, it will start to process it. This processing consists of uploading the call information (i.e. time of call, duration of call, call type, ANI, DNIS, email address, etc.) and the actual recording to the CosmoCorder Database. For voice calls, an additional step of combin-ing and compressing the audio streams into GSM format is also performed.

DefaultQueueCosmoCall’s default queue holds all calls that haven’t been routed to defined queues. This can be helpful for calls with skills for which there is little demand (an outdated product that receives calls only occasionally, for instance). DNISDNIS (Dialed Number Identification Service) is a telephone service that identifies for the receiver of a call the number that the caller dialed. It's a common feature of 800 and 900 lines. If you have multiple 800 or 900 numbers to the same destination, DNIS tells which number was called. DNIS works by passing the touch tone digits (dual tone multi frequency or MF digits) to the destination where a special facility can read and display them or make them available for call center programming.

DTMFDTMF (dual tone multi frequency) is the signal to the phone company that you generate when you press an ordinary telephone's touch keys. In the United States and perhaps elsewhere, it's known as "Touchtone" phone (formerly a registered trademark of AT&T). DTMF has generally replaced loop disconnect ("pulse") dialing. With DTMF, each key you press on your phone generates two tones of specific frequencies.

E Escalated CallAny call which has been passed on to a supervisor or manager, or which has been “upgraded” for example, from a web chat call to a multimedia interactive call.

EventsIn the context of CosmoCall, events are things which occur within a system (such as when a call arrives, or when a call is terminated) which can be used to trigger a script. The script can then “determine” what the next action will be.

Glossary — F


F File DescriptorsFile Descriptors describe either script files (such as a VBS or JavaScript files) which can contain subroutines which can, themselves, be scripts, or WAV files which are used in some CosmoCall systems to process Interactive Voice Response (IVR) sessions. All scripts and WAV files which are to be used in a CosmoCall system must have a File Descriptor.

FQDNFully Qualified Domain Name — A fully-qualified domain name is that portion of an Internet Uniform Resource Locator (URL) that fully identifies the server program that an Internet request is addressed to. The FQDN includes the second-level domain name (such as "cosmocom.com") and any other levels (for example, "www.cosmo-com.com" or "www1.somesite.com"). The prefix "http://" added to the fully-qual-ified domain name completes the URL.This could also be entered as an IP address: 255.0.0.0, for instance.

G GroupsGroups allow CSRs to be organized and managed according to categorizations that are relevant to your call center's operation. Once CSRs are assigned to groups, they may be managed as a group when being linked to queues.

H Historical ReportsReports that track call center and CSR performance over a period of time.

Hosted ServiceThe service to tenants provided by a System Administrator.

I Idlea CSR is logged in and in available state, but is not servicing calls because there are no calls for him or her.

In QueueThe state of a call after IVR, waiting before it is answered or otherwise serviced.

IISIIS (Internet Information Services) are Microsoft's Web services that run on Windows 2000, 2003 and XP platforms.

Interactive Media Service (IMS)Play Prompts, records voice messages, captures DTMF tones.

Internet Communication Subsystem (ICS)CosmoCall component that manages chat sessions.

ISAPIInternet Server Application Programming Interface (ISAPI) is Microsoft's program-ming interface between applications and their Internet Server. Active Servers created with ISAPI extensions can be complete in-process applications themselves, or can "con-nect" to other services. ISAPI is used for the same sort of functions as CGI but uses

Glossary — L


Microsoft Windows dynamic link libraries (DLL) for greater efficiency. The server loads the DLL the first time a request is received and the DLL then stays in memory, ready to service other requests until the server decides it is no longer needed. This min-imises the overhead associated with executing such applications many times.

An HTTP server can unload ISAPI application DLLs to free memory or preload them to speed up the first access. Applications can also be enhanced by ISAPI filters.

IVR - Interactive Voice ResponseCollects caller information via telephone touch tones (called DTMF). Plays pre-defined prompts and assists in the collection of information from a PSTN call. Can also allow callers to leave voice messages which will be routed to CSRs as audio email attach-ments.

IVVRInteractive Voice & Video Response. Similar to IVR, IVVR allows processing of incoming calls coming from video-capable devices such as video phones, mobile video phones, or PCs. IVVR uses the H.323 codec for delivery of calls.

L LandlordThe CosmoCom System Administrator.

Logging ServerCosmoCall ACD component that logs data for historical reports.

M Managed IPAn IP network which is managed (by some entity) to ensure connectivity, bandwidth, stability, security, etc. This can be a private (or virtual private) network, using wholly-owned or leased lines. This is in contrast to the Internet, which is “open” to all.

MaturityTQoS minus the amount of time the call has already been in the queue.

Memory LeakA gradual increase in the amount of memory used by an application over time. This can cause the application or the computer to fail.

Message Communication Subsystem (MCS)CosmoCall component that enables your call center to accept emails from your Microsoft Exchange Server.

Messaging Web Access (MWA)This is a proprietary technology that enables CosmoCall to deliver email to CSRs using OWA (Outlook Web Access).

Microsoft Exchange ServerMES is a service which allows different messaging systems to communicate and share information. Microsoft® Exchange Server uses four messaging standards—X.400, X.500, the simple mail transfer protocol (SMTP), and the messaging

Glossary — O


application programming interface (MAPI)—to achieve compatibility with other messaging and information systems.Microsoft Network Load Balancing (NLB)Used to be called Windows Load Balancing Service (WLBS), a clustering technology included in the Windows® 2000 Advanced Server and Datacenter Server operating sys-tems, or Windows 2003 Standard or Enterprise Server.

Microsoft SQL ServerMicrosoft® SQL Server™ is a scalable, high-performance database management system designed specifically for distributed client/server computing on Win-dows NT and Windows 2000 systems.

O Object Routing Engine (ORE)Obsolete name for the Call Management Service.

OWAMicrosoft® Outlook™ Web Access (OWA) enables users to access their mailboxes and public folders through a Web-based e-mail client that operates in a Web browser window. OWA is a component of Microsoft Exchange Server.

P PBX(Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other, as well as to the outside telephone network. It may include functions such as least cost routing for outside calls, call forwarding, conference calling and call accounting. Modern PBXs use all-digital methods for switching and may support both digital terminals and telephones along with analog telephones.

Sometimes called a Private Automatic Branch Exchange (PABX).

PersonnelAdministrators, Supervisors and CSRs of your CosmoCall Universe installation.

PickupThis is the act of “answering” an incoming call.

Pickup TimeoutWhen there is a communications fault with a CSR (the ACD rings the Agent software but there is no response because of a communications failure).

Predictive Dialing Service (PDS)The PDS is used to manage telephone calling campaigns, and works with the CosmoDi-aler Campaign Manager.

Primary QueueThe queue(s) from which CSRs answer calls on an ongoing basis. If there are no calls in their primary queue(s), CSRs are routed calls from their secondary queue(s).

PSTNPublic Switched Telephone Network.

Glossary — Q


Push (URLs)This refers to a CSRs ability to “push” a web page to a chat caller.

Q QCIFQuarter Common Intermediate Format. A video format in which frames are 176 pixels wide and 144 pixels high (one quarter the size of the CIF format). Each pixel has its own luminance value; however, blocks of 4 pixels share chrominance values.

QueueA mechanism to manage a collection of calls with common skill requirements. Callers remain in a queue until a CSR becomes available. A queue may be serviced by one or more groups of CSRs.

R RejectedA call which is rejected has been refused either by the servicing CSR or by the system. This can happen for various reasons.

ReleaseA period of time when a CSR is unavailable to take calls.

RightsRights determine who has the ability to perform functions within your CosmoCall VCC. Some individuals (such as Administrators) may have rights to view database informa-tion as well as to change it, whereas others (such as CSRs) may only be able to log in to the system or to view certain customer data within a database. Rights are generally determined at the Administrator level.

RoutingThe movement of a call from the ACD to a queue and then to a CSR with the skills to handle the call (i.e. knowledge of product features or the ability to troubleshoot a prod-uct).

RTPShort for Real-Time Transport Protocol, an Internet protocol for transmitting real-time data such as audio and video. RTP itself does not guarantee real-time delivery of data, but it does provide mechanisms for the sending and receiving applications to support streaming data. Typically, RTP runs on top of the UDP protocol, although the specifica-tion is general enough to support other transport protocols.

RTP Relay Server Receives RTP packets with destination addresses, and replace the destination addresses with other addresses. Occasionally known as the RTP Relay Module.

RTRRealTime Reports. A CosmoCall Universe function which allows supervisory person-nel to monitor the status of a Virtual Call Center in real time.

S ScriptsScripts are used to respond to pre-defined events that may be triggered in CosmoCall. For example, a script can control what happens when a call times out. Another script

Glossary — T


can control which files should be played while a telephone caller is on hold.

Scripts within CosmoCall are text files which are written in either the JScript or VBScript scripting language.

Secondary QueueIf there are no calls in their primary queue(s), CSRs are routed calls from their second-ary queue(s).

Service Level"# calls handled within TQOS" / ("# calls offered" - "# calls abandoned within TQOS").

Service recovery timeTime of service interruption to the tenants as a result of a site disaster.

Session Initiation Protocol (SIP)The Session Initiation Protocol (SIP) is a standard protocol for initiating an interactive user session that involves multimedia elements such as video, voice, chat, gaming, and virtual reality.

SIP works in the Application layer of the Open Systems Interconnection (OSI) commu-nications model. SIP can establish multimedia sessions or Internet telephony calls, and modify, or terminate them. Because SIP supports name mapping and redirection ser-vices, it makes it possible for users to initiate and receive communications and services from any location, and for networks to identify the users wherever they are.

SiteA Hosting site.

Site disasterAn event that results in total site unavailability (structural, power, communication fail-ures, natural disaster, sabotage…)

SkillThe ability to handle a particular type of call or request. Skills are used to determine which CSR is best suited to answer a call.

SupervisorA supervisor is someone who is authorized in your Virtual Call Center to monitor and direct the actions of CSRs and to handle escalated calls.

SystemA single CosmoCall Universe platform which consists of an ACD and Connection serv-ers connected to the ACD.

T TCP/IPTransmission Control Protocol/Internet Protocol - Transmission Control Protocol/Inter-net Protocol (TCP/IP) is the basic communication language or protocol of the Internet. It can also be used as a communications protocol in a private network (either an intranet or an extranet). When you are set up with direct access to the Internet, your computer is provided with a copy of the TCP/IP program just as every other computer that you may send messages to or get information from also has a copy of TCP/IP.

Glossary — U


TeamTeams are an administrative grouping of CSRs. They do not affect how CosmoCalls are routed to CSRs, but they can help you manage your call center. In addition, having teams makes it possible for supervisors to monitor CSRs that they oversee. In the Agent software, a supervisor has the ability to monitor any CSR in their group or in their team.

TenantGroups of CSRs serving a common group of callers and sharing common queues.These groups cannot be split to multiple ACDs.A single enterprise could be seen as multiple tenants as long as it has multiple, not-interconnected call queues.

TimeoutIf a call remains unanswered for longer than this time period, an event is triggered. For example, a Timeout script can issue an alert to a supervisor or the script can pull some skills from the call so that more CSRs are capable of answering the call.

TQoS - Target Quality of ServiceThe amount of time in which a call should be answered. TQoS can be used to specify levels of service for incoming calls. The caller’s identification, his location on your web site, or his response to preliminary questions may combine to determine the call’s TQoS.

U UDPUDP (User Datagram Protocol) is a communications protocol that offers a limited amount of service when messages are exchanged between computers in a network that uses the Internet Protocol (IP). UDP is an alternative to the Transmission Control Proto-col (TCP) and, together with IP, is sometimes referred to as UDP/IP. Like the Transmis-sion Control Protocol, UDP uses the Internet Protocol to actually get a data unit (called a datagram) from one computer to another. However, UDP does not divide a message into packets to be reassembled at the other end. This means that the application program that uses UDP must be able to make sure that the entire message has arrived and is in the right order. UDP provides two services not provided by the IP layer. It provides port numbers to help distinguish different user requests and, optionally, a checksum capabil-ity to verify that the data arrived intact.

Uniform Resource Locator (URL)This represents an Internet address for documents, web pages, and other resources. A URL consists of two parts: the first shows the type of protocol to use (HTTP or FTP) and the second gives the actual location for the page or information. Two examples:

ftp://www.cosmocom.com/fileshttp://www.cosmocom.com/information.htm

Universal Plug and Play (UPnP)Universal Plug and Play (UPnP) is a standard that uses Internet and Web protocols to enable devices such as PCs, peripherals, intelligent appliances, and wireless devices to be plugged into a network and automatically know about each other. With UPnP, when a user plugs a device into the network, the device will configure itself, acquire a TCP/IP address, and use a discovery protocol to announce its presence on the network to other

Glossary — V


devices.

Universal Plug and Play is an open industry standard that Microsoft, a leading promoter of the standard, describes as "seamless proximity networking" that provides "standard-ization on the wire rather than in the devices," using existing Internet standards.

URIShort for Uniform Resource Identifier. This is the generic term for all types of names and addresses that refer to objects on the World Wide Web. A URL is one kind of URI.

V Voice Activity Detection (VAD)Voice activity detection (VAD) is a software application that allows a data network car-rying voice traffic over the Internet to detect the absence of audio and conserve band-width by preventing the transmission of "silent packets" over the network. Most conversations include about 50% silence; VAD (also called "silence suppression") can be enabled to monitor signals for voice activity so that when silence is detected for a specified amount of time, the application informs the Packet Voice Protocol and pre-vents the encoder output from being transported across the network.

Virtual Call Center (VCC)A Call Center which is operated by a tenant, and which can contain Administrators, Supervisors and CSRs located anywhere (geographically) as long as they have a con-nection to the Internet, and are running CosmoCall Universe software applications.

Virtual Private Network (VPN)A virtual private network (VPN) is a private data network that makes use of the public telecommunication infrastructure, maintaining privacy through the use of a tunneling protocol and security procedures. A virtual private network can be contrasted with a system of owned or leased lines that can only be used by one company. The idea of the VPN is to give the company the same capabilities at much lower cost by using the shared public infrastructure rather than a private one. Phone companies have provided secure shared resources for voice messages. A virtual private network makes it possible to have the same secure sharing of public resources for data. Companies today are look-ing at using a private virtual network for both extranet and wide-area intranet.

VoIPVoIP (voice over IP - that is, voice delivered using the Internet Protocol) is a term used in IP telephony for a set of facilities for managing the delivery of voice information using the Internet Protocol (IP). In general, this means sending voice information in dig-ital form in discrete packets rather than in the traditional circuit-committed protocols of the public switched telephone network (PSTN). A major advantage of VoIP and Internet telephony is that it avoids the tolls charged by ordinary telephone service.

VoIP Call Control Routes H.323 messages using H.323 stack to the agent and IMS. The VCS implements a subset of the H.323 version 2 standard: H.225 RAS signaling, H.245 Control signal-ing.

VoIp Connection Server (VCS)The Voice over IP Connection Server (VCS) is a CosmoCall Universe component that

Glossary — W


provides a standard H.323 interface to the network. The VCS also provides IVR, agent-monitoring capability and supports back end logging for CDR.

VXMLShort for Voice Extensible Markup Language. VXML, or VoiceXML, technology allows a user to interact with the Internet through voice-recognition technology. Instead of a traditional browser that relies on a combination of HTML and keyboard and mouse, VXML relies on a voice browser and/or the telephone. Using VXML, the user interacts with voice browser by listening to audio output that is either pre-recorded or computer-synthesized and submitting audio input through the user's natural speaking voice or through a keypad, such as a telephone.

AT&T, IBM, Lucent Technologies, and Motorola created VXML 1.0 in a joint effort to promote the technology.

W Web-based AdministratorFunctionality built into the CosmoCall Virtual Call Center which allows administration of accounts using the Internet (over IP).

Web CallA “call” which originates from a person who is connected to the Internet, using a PC or PDA, etc.

Web CallerThe person who originates a “call” using his or her Internet browser.

Web serverA server hosting your web site. Customers can initiate a CosmoCall from your web site.

Web Support packageA component of CosmoCall that includes sample Active Server Pages scripts, Configu-rator, sample HTML forms, CosmoCaller Extension, and CosmoCom logos. The Web support package enables the CosmoCaller to properly launch CosmoCalls from your Web site and connect to a call center CSR.

Wrap upThe time following a CosmoCall that the CSR uses to make notes about the call, make an outbound call, or do whatever is necessary to complete the call. The CSR is unavail-able to receive CosmoCalls while in this state.

Wrap up CodesWrap up codes let you define the tasks that are meaningful for the completion of a call. These codes can represent tasks that CSRs perform after a call (such as entering infor-mation into a database or faxing information to a customer) or the codes can represent the call's resolution (such as “Solved problem” and “Made sale”’). The agent is unavail-able to receive CosmoCalls while in Wrap up state.

X XMLXML (Extensible Markup Language) is a flexible way to create common information formats and share both the format and the data on the World Wide Web, intranets, and

Glossary — X


elsewhere. XML can be used by any individual or group of individuals or companies that wants to share information in a consistent way.

Index

CCU CSR Guide CCU_CSRGuide.bookPage 170 of 175 5/5/06

AA2A calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .100About CosmoCall . . . . . . . . . . . . . . . . . . . . . . . .5Accessing CosmoTracker from outside the Agentapplication . . . . . . . . . . . . . . . . . . . . . . . . . . . .117Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110Accounts

Browsing . . . . . . . . . . . . . . . . . . . . . . . . . .121Creating New . . . . . . . . . . . . . . . . . . . . . . .124Creating New with Activities . . . . . . . . . .142Creating New with Cases . . . . . . . . . . . . . .135Creating New with Contacts . . . . . . . . . . .129Editing . . . . . . . . . . . . . . . . . . . . . . . . . . . .123Quicksearch . . . . . . . . . . . . . . . . . . . . . . . .121Searching . . . . . . . . . . . . . . . . . . . . . . . . . .120Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . .121Viewing Details . . . . . . . . . . . . . . . . . . . . .122

ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5Acoustic Echo Cancellation . . . . . . . . . . . . . . . .51Activities

Browsing . . . . . . . . . . . . . . . . . . . . . .119, 138Creating a New Account . . . . . . . . . . . . . .142Creating New . . . . . . . . . . . . . . . . . . . . . . .141Editing . . . . . . . . . . . . . . . . . . . . . . . . . . . .140Quicksearch . . . . . . . . . . . . . . . . . . . . . . . .138Searching . . . . . . . . . . . . . . . . . . . . . . . . . .137Sorting . . . . . . . . . . . . . . . . . . . . . . . .119, 138Viewing Details . . . . . . . . . . . . . . . . . . . . .139

Activity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110Add a Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30Add Custom URLs . . . . . . . . . . . . . . . . . . . . . . .58Add/Remove Tools . . . . . . . . . . . . . . . . . . . . . .30Adjust your audio . . . . . . . . . . . . . . . . . . . . . . . .60Advanced Audio Preferences . . . . . . . . . . . . . . .51Agent

Customizing look . . . . . . . . . . . . . . . . . . . . .45Embedded Messaging Client . . . . . . . . . . . .36Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .70Mute All . . . . . . . . . . . . . . . . . . . . . . . . . . . .70Open Saved Chat . . . . . . . . . . . . . . . . . . . . .61

Password . . . . . . . . . . . . . . . . . . . . . . . . 14, 97Preferences . . . . . . . . . . . . . . . . . . . . . . . . . 45Pushing a URL to a caller . . . . . . . . . . . . . . 82Save Call Information . . . . . . . . . . . . . . . . . 61Sending a URL to a caller . . . . . . . . . . . . . . 82Start the Agent . . . . . . . . . . . . . . . . . . . . . . 13Using canned phrases . . . . . . . . . . . . . . . . . 21

Agent Co-Browsing . . . . . . . . . . . . . . . . . . . . . . 8Agent Favorites . . . . . . . . . . . . . . . . . . . . . . . . . 82Agent-led Browse . . . . . . . . . . . . . . . . . . . . . . 100Agent-led Browsing . . . . . . . . . . . . . . . . . . . . . 81Agent-to-Agent calls . . . . . . . . . . . . . . . . . . . . . 76Alert

Windows XP Security . . . . . . . . . . . . . . . . . 97Always on Top . . . . . . . . . . . . . . . . . . . . . . . . . 42An Important Note Regarding CosmoTracker 107Answer a Call . . . . . . . . . . . . . . . . . . . . . . . . . . 19Answering a Call . . . . . . . . . . . . . . . . . . . . . . . 19Application sharing . . . . . . . . . . . . . . . . . . . . . . 37Ask Before Exit . . . . . . . . . . . . . . . . . . . . . . . . 42Ask Before Hang Up . . . . . . . . . . . . . . . . . . . . . 55Attachments

Multiple email . . . . . . . . . . . . . . . . . . . . . . . 66Audio Controls . . . . . . . . . . . . . . . . . . . . . . . . . 70

Microphone . . . . . . . . . . . . . . . . . . . . . . . . . 70Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Mute All . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Side Tone . . . . . . . . . . . . . . . . . . . . . . . . . . 70Wave . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Audio PreferenceAdvanced . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Audio Preferences . . . . . . . . . . . . . . . . . . . . . . . 48Audio Settings . . . . . . . . . . . . . . . . . . . . . . . . . . 92

NetMeeting . . . . . . . . . . . . . . . . . . . . . . . . . 92Audio Sliders . . . . . . . . . . . . . . . . . . . . . . . . . 100Auto Available . . . . . . . . . . . . . . . . . . . . . . . . . 42Autoanswer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Auto-gain Control . . . . . . . . . . . . . . . . . . . . . . . 51Automatic Call Distributor . . . . . . . . . . . . . . . . . 5Automatically Detect Settings . . . . . . . . . . . . . 96Available . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Index

Index — Continued


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BBack To Search button . . . . . . . . . . .122, 127, 133Browsing Accounts . . . . . . . . . . . . . . . . . . . . .121Browsing Activities . . . . . . . . . . . . . . . . .119, 138Browsing Cases . . . . . . . . . . . . . . . . . . . . . . . .132Browsing Contacts . . . . . . . . . . . . . . . . . . . . . .126Built-in SIP Phone . . . . . . . . . . . . . . . . . . . . . . .51

CCall

AutoAnswer . . . . . . . . . . . . . . . . . . . . . . . . .79Hang Up . . . . . . . . . . . . . . . . . . . . . . . . . . . .79Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76New Call . . . . . . . . . . . . . . . . . . . . . . . . . . .72Placing a New Call . . . . . . . . . . . . . . . . . . .73Schedule Callback . . . . . . . . . . . . . . . . . . . .79Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . .77

Call Conferencing . . . . . . . . . . . . . . . . . . . . . . .78Call Flow tab . . . . . . . . . . . . . . . . . . . . . . . . . . .53Call Menu

New Call . . . . . . . . . . . . . . . . . . . . . . . . . . .72Other functions . . . . . . . . . . . . . . . . . . . . . .74

Call-BackScheduled . . . . . . . . . . . . . . . . . . . . . . . . . . . .9Unscheduled . . . . . . . . . . . . . . . . . . . . . . . . . .9

CallbackPDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12Sytel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Caller-led Browsing . . . . . . . . . . . . . . . . . . . . . .81Calling Other Agents . . . . . . . . . . . . . . . . . . . . .74Calls

Agent-to-Agent . . . . . . . . . . . . . . . . . . . . . .76Answering . . . . . . . . . . . . . . . . . . . . . . . . . .19Transfer to an External Number . . . . . . . . .25

Canned PhrasesCustomizing . . . . . . . . . . . . . . . . . . . . . . . . .55Entering URLs . . . . . . . . . . . . . . . . . . . . . . .56Pushing URLs . . . . . . . . . . . . . . . . . . . . . . .83View the Canned Phrases Window . . . . . . .64

Canned Phrases File . . . . . . . . . . . . . . . . . . . . . .42Canned Phrases-Link to Chat . . . . . . . . . . . . . .42Cases

Browsing . . . . . . . . . . . . . . . . . . . . . . . . . .132Creating a New Account . . . . . . . . . . . . . .135Creating New . . . . . . . . . . . . . . . . . . . . . . .135

Editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134Quicksearch . . . . . . . . . . . . . . . . . . . . . . . 132Searching . . . . . . . . . . . . . . . . . . . . . . . . . 131Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Viewing Details . . . . . . . . . . . . . . . . . . . . 133

Change Custom URLs . . . . . . . . . . . . . . . . . . . 59Change Location . . . . . . . . . . . . . . . . . . . . . . . . 43Chat

Canned phrases . . . . . . . . . . . . . . . . . . . . . . 21Chat Window

To Display . . . . . . . . . . . . . . . . . . . . . . . . . . 64Classic UI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71Clear the Chat Window . . . . . . . . . . . . . . . . . . . 64Close the Agent . . . . . . . . . . . . . . . . . . . . . . . . . 63Co-Browsing . . . . . . . . . . . . . . . . . . . . . . . . . 8, 81Columns

Selecting Information . . . . . . . . . . . . . . . . 112Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Conferencing a Call . . . . . . . . . . . . . . . . . . . . . 78Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110Contacts

Browsing . . . . . . . . . . . . . . . . . . . . . . . . . . 126Creating a New Account . . . . . . . . . . . . . . 129Creating New . . . . . . . . . . . . . . . . . . . . . . 129Editing . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Quicksearch . . . . . . . . . . . . . . . . . . . . . . . 126Searching . . . . . . . . . . . . . . . . . . . . . . . . . 125Sorting . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126Viewing Details . . . . . . . . . . . . . . . . . . . . 127

CosmoTrackerAn Important Note . . . . . . . . . . . . . . . . . . 107What does it do? . . . . . . . . . . . . . . . . . . . . 109Who can use it? . . . . . . . . . . . . . . . . . . . . . 109

CosmoTracker as a CRM Client . . . . . . . . . . . 151CosmoTracker Installation . . . . . . . . . . . . . . . 143CosmoTracker Introduction . . . . . . . . . . . . . . 109CosmoTracker Web Package Installation . . . . 145Create a New Item . . . . . . . . . . . . . . . . . . . . . 116Create an Item . . . . . . . . . . . . . . . . . . . . . . . . . 119Create CosmoCall URL . . . . . . . . . . . . . . . . . . 29Creating New Accounts . . . . . . . . . . . . . . . . . 124Creating New Activities . . . . . . . . . . . . . . . . . 141Creating New and Searching for Database Items . 116Creating New Cases . . . . . . . . . . . . . . . . . . . . 135

Index — Continued


175

Creating New Contacts . . . . . . . . . . . . . . . . . .129CRM Installation . . . . . . . . . . . . . . . . . . . . . . .151Custom URLs

Adding . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58Changing . . . . . . . . . . . . . . . . . . . . . . . . . . .59

Custom URLs tab . . . . . . . . . . . . . . . . . . . . . . . .58Customizing Canned Phrases . . . . . . . . . . . . . . .55Customizing Tool Bars . . . . . . . . . . . . . . . . . . .29

DDefinitions

Account . . . . . . . . . . . . . . . . . . . . . . . . . . .110Activity . . . . . . . . . . . . . . . . . . . . . . . . . . .110Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . .110

Deleting Records . . . . . . . . . . . . . . . . . . . . . . .113Dialing a Telephone Number . . . . . . . . . . . . . .114Dialing Location

Changing . . . . . . . . . . . . . . . . . . . . . . . . . . .43Display Send Button . . . . . . . . . . . . . . . . . . . . .42Displaying the Chat Window . . . . . . . . . . . . . . .64Double-byte Characters . . . . . . . . . . . . . . . . . . . .9

EEdit Speed Dial Numbers . . . . . . . . . . . . . . . . .57Editing a Case . . . . . . . . . . . . . . . . . . . . . . . . .134Editing a Contact . . . . . . . . . . . . . . . . . . . . . . .128Editing Activities . . . . . . . . . . . . . . . . . . . . . . .140Editing an Account . . . . . . . . . . . . . . . . . . . . .123Email

Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . .66Email with multiple attachments . . . . . . . . . . . .66Enabling the SIP Phone . . . . . . . . . . . . . . . . . . .51Exit the Agent . . . . . . . . . . . . . . . . . . . . . . . . . .63

FFavorites Fast Update . . . . . . . . . . . . . . . . . . . .42Foreign Language support . . . . . . . . . . . . . . . . . .9Forwarding Messages and Attachments . . . . . .66

GGeneral Notes . . . . . . . . . . . . . . . . . . . . . . . . .112Go Available . . . . . . . . . . . . . . . . . . . . . . . . . . .18Go Unavailable . . . . . . . . . . . . . . . . . . . . . . . . .18

HHelp

About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .84

Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . 84Home Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118

IInstallation of CosmoTracker as a CRM Client . . 151Installing QoS Packet Scheduler . . . . . . . . . . . . 89Interaction

Agent Favorites . . . . . . . . . . . . . . . . . . . . . . 82Agent-Led Browsing . . . . . . . . . . . . . . . . . . 81Co-Browsing . . . . . . . . . . . . . . . . . . . . . . . . 81Sending URLs to Callers . . . . . . . . . . . . . . 82Start Multimedia / Start Multimedia (non IE) /

End Multimedia . . . . . . . . . . . . . . . 81Using Canned Phrases . . . . . . . . . . . . . . . . 83

Introduction to CosmoTracker . . . . . . . . . . . . 109Issues

Video Settings . . . . . . . . . . . . . . . . . . . . . . . 95Voice Quality . . . . . . . . . . . . . . . . . . . . . . . 92

ItemsCreating . . . . . . . . . . . . . . . . . . . . . . . . . . . 119Creating New . . . . . . . . . . . . . . . . . . . . . . 116Searching for . . . . . . . . . . . . . . . . . . . 116, 119

KKeyword Search . . . . . . . . . . . . . . . . . . . . . . . 116

LLanguage Settings . . . . . . . . . . . . . . . . . . . . . . . . 8Location

Changing . . . . . . . . . . . . . . . . . . . . . . . . . . . 43Login Screen . . . . . . . . . . . . . . . . . . . . . . . . . . 117

MMaking a Call . . . . . . . . . . . . . . . . . . . . . . . . . 114Making a New Call . . . . . . . . . . . . . . . . . . . . . . 72Message

Voice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65Messages

Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . 66Meter

Network Quality . . . . . . . . . . . . . . . . . . . . . 33Modes

Offline Mode . . . . . . . . . . . . . . . . . . . . . . . 113Online Mode . . . . . . . . . . . . . . . . . . . . . . . 111

Multi-Language Support . . . . . . . . . . . . . . . . . . . 8

Index — Continued


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Multi-language support . . . . . . . . . . . . . . . . . . . .9Multimedia Call . . . . . . . . . . . . . . . . . . . . . . . . .36

Before You Launch . . . . . . . . . . . . . . . . . . .36Multimedia Calls Preferences

Multimedia Calls . . . . . . . . . . . . . . . . . . . . .52

NNetMeeting

Configuration . . . . . . . . . . . . . . . . . . . . . . . .37NetMeeting and Audio Settings . . . . . . . . . . . . .92Network Quality Meter . . . . . . . . . . . . . . . . . . .33network-based service provider solution . . . . . . .5New Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .72New Call (CosmoTracker) . . . . . . . . . . . . . . . .114New Call Button . . . . . . . . . . . . . . . . . . . . . . . .72Notes

General . . . . . . . . . . . . . . . . . . . . . . . . . . . .112

OOffline Mode . . . . . . . . . . . . . . . . . . . . . . . . . .113On Call Termination-Ask for Chat Save . . . . . .54On Call Termination-Auto Save Chat . . . . . . . .54On Call Termination-Hide Chat . . . . . . . . . . . .54On Pick Up-Send Hello Message . . . . . . . . . . .54On Ring-Bring Agent to Front . . . . . . . . . . . . . .53On Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . .54Online Mode . . . . . . . . . . . . . . . . . . . . . . . . . .111Open Saved Chat . . . . . . . . . . . . . . . . . . . . . . . .61Options

Login . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14Regional . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8Tenant ID . . . . . . . . . . . . . . . . . . . . . . . . . . .14Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Other Languages . . . . . . . . . . . . . . . . . . . . . . . . .8Outdialing . . . . . . . . . . . . . . . . . . . . . . . . . . . .114

PPacket Scheduler . . . . . . . . . . . . . . . . . . . . . . . .89Passwords

Agent . . . . . . . . . . . . . . . . . . . . . . . . . . .14, 97PDS Callback . . . . . . . . . . . . . . . . . . . . . . . . . . .12Phone Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . .50Placing a Call . . . . . . . . . . . . . . . . . . . . . . . . . .114Playback Controls . . . . . . . . . . . . . . . . . . . .19, 65Preferences

Agent Tab

Always On Top . . . . . . . . . . . . . . . . . . . 42Canned Phrases . . . . . . . . . . . . . . . . . . . 42Canned Phrases File . . . . . . . . . . . . . . . 42Canned Phrases Text File . . . . . . . . . . . 42Display Send Button . . . . . . . . . . . . . . . 42Fast Update . . . . . . . . . . . . . . . . . . . . . . 42Favorites Fast Update . . . . . . . . . . . . . . 42Send Button . . . . . . . . . . . . . . . . . . . . . . 42Smart Docking . . . . . . . . . . . . . . . . . . . 42Synchronize URL . . . . . . . . . . . . . . . . . 42URL . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48Call Flow Tab . . . . . . . . . . . . . . . . . . . . . . . 53

Ask Before Hang Up . . . . . . . . . . . . . . . 55Ask For Chat Save . . . . . . . . . . . . . . . . 54Auto Save Chat . . . . . . . . . . . . . . . . . . . 54Bring Agent to Front . . . . . . . . . . . . . . . 53Hello Message . . . . . . . . . . . . . . . . . . . . 54Hide Chat . . . . . . . . . . . . . . . . . . . . . . . 54On Call Termination Ask For Chat Save .

54On Call Termination Auto Save Chat . . 54On Call Termination Hide Chat . . . . . . 54On Ring Bring Agent to Front . . . . . . . 53On Ring Send Hello Message . . . . . . . . 54On Ring Show Received URL . . . . . . . 53Show Received URL . . . . . . . . . . . . . . 53

Chat Dialog TabBackground . . . . . . . . . . . . . . . . . . . . . . 47Font Color . . . . . . . . . . . . . . . . . . . . . . . 47Font Size . . . . . . . . . . . . . . . . . . . . . . . . 47Font Style . . . . . . . . . . . . . . . . . . . . . . . 47Include In Chat History . . . . . . . . . . . . . 48Text Input Box Sizing . . . . . . . . . . . . . . 48

Chat Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . 45Custom URLs . . . . . . . . . . . . . . . . . . . . . . . 58Devices Tab

Dialing Location . . . . . . . . . . . . . . . . . . 43Multimedia Calls . . . . . . . . . . . . . . . . . . 52Phone Calls . . . . . . . . . . . . . . . . . . . . . . 50Soft Phone Audio . . . . . . . . . . . . . . . . . 52

DevicesTabChange Dialing Location . . . . . . . . . . . 43

General Tab . . . . . . . . . . . . . . . . . . . . . . . . . 40Custom dictionary File . . . . . . . . . . . . . 41

Index — Continued


175

Spell checking-Check While Typing . . .41Phone Calls . . . . . . . . . . . . . . . . . . . . . . . . .50Speed Dials Tab . . . . . . . . . . . . . . . . . . . . . .56

Programming Speed Dials . . . . . . . . . . . . . . . . .56Pushing URLs to Callers . . . . . . . . . . . . . . . . . .82Put Call On Hold on Transfer . . . . . . . . . . . . . .54

QQoS Packet Scheduler . . . . . . . . . . . . . . . . . . . .89Quick Search . . . . . . . . . . . . . . . . . . . . . . . . . .116Quicksearch Accounts . . . . . . . . . . . . . . . . . . .121Quicksearch Activities . . . . . . . . . . . . . . . . . . .138Quicksearch Cases . . . . . . . . . . . . . . . . . . . . . .132Quicksearch Contacts . . . . . . . . . . . . . . . . . . .126

RRecent Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . .74Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102Records

Deleting . . . . . . . . . . . . . . . . . . . . . . . . . . .113Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102Regional Options . . . . . . . . . . . . . . . . . . . . . . . . .8Remote . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .102Remote Video . . . . . . . . . . . . . . . . . . . . . . . . .102Remove a Tool . . . . . . . . . . . . . . . . . . . . . . . . . .31Remove Speed Dial Numbers . . . . . . . . . . . . . .57Resource Reservation . . . . . . . . . . . . . . . . . . . .90Ring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49RSVP (Resource Reservation Protocol) . . . . . .90

SSave Call Information . . . . . . . . . . . . . . . . . . . .61Schedule a Callback

PDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12Scheduled / Unscheduled Call Back . . . . . . . . . .9Search for an Item . . . . . . . . . . . . . . . . . . . . . .116Search for Items . . . . . . . . . . . . . . . . . . . . . . . .119Searching

Accounts . . . . . . . . . . . . . . . . . . . . . . . . . .120Searching Activities . . . . . . . . . . . . . . . . . . . . .137Searching Cases . . . . . . . . . . . . . . . . . . . . . . . .131Searching Contacts . . . . . . . . . . . . . . . . . . . . .125Security Alert

Windows XP . . . . . . . . . . . . . . . . . . . . . . . .97Selecting Information . . . . . . . . . . . . . . . . . . .112Server-side Installation . . . . . . . . . . . . . . . . . .143

Servicing a Call . . . . . . . . . . . . . . . . . . . . . . . . . 19Settings

Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Shared Browser . . . . . . . . . . . . . . . . . . . . . . . . . . 8Shortcuts

About . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100Agent-led Browse . . . . . . . . . . . . . . . . . . . 100Audio Sliders . . . . . . . . . . . . . . . . . . . . . . 100Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Redial . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102Remote Video . . . . . . . . . . . . . . . . . . . . . . 102

Silence Detection Automatic Adjustment . . . . . 52Silence Detection Manual Adjustment . . . . . . . 52SIP Agent

Enabling . . . . . . . . . . . . . . . . . . . . . . . . . . . 51Smart Docking and Sizing . . . . . . . . . . . . . . . . 42Soft Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52Soft Phone Audio Settings . . . . . . . . . . . . . . . . 52Sorting Accounts . . . . . . . . . . . . . . . . . . . . . . . 121Sorting Activities . . . . . . . . . . . . . . . . . . 119, 138Sorting Cases . . . . . . . . . . . . . . . . . . . . . . . . . 132Sorting Contacts . . . . . . . . . . . . . . . . . . . . . . . 126Speed Dial Numbers

Edit or Remove . . . . . . . . . . . . . . . . . . . . . . 57Speed Dials

Programming . . . . . . . . . . . . . . . . . . . . . . . 56Speed Dials tab . . . . . . . . . . . . . . . . . . . . . . . . . 56SpeedDial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74Spell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41States

Unavailable Pending . . . . . . . . . . . . . . . . . . 19Support for Multi-Language . . . . . . . . . . . . . . . . 8Synchronize Sent URL with Caller . . . . . . . . . 42Sytel Callback . . . . . . . . . . . . . . . . . . . . . . . . . . 12

TTabs

Home Tab . . . . . . . . . . . . . . . . . . . . . . . . . 118The Database Item List . . . . . . . . . . . . . . . . . . 117Tool Bars . . . . . . . . . . . . . . . . . . . . . . . . 29, 30, 31

Customize . . . . . . . . . . . . . . . . . . . . . . . . . . 29Add / Remove Tools . . . . . . . . . . . . . . . 30Location . . . . . . . . . . . . . . . . . . . . . . . . 29Remove Tools . . . . . . . . . . . . . . . . . 30, 31

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175

Transfer a Call to an External Number . . . . . . .25Tweaking Audio Settings . . . . . . . . . . . . . . . . . .92

UUnavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . .18Unavailable Pending . . . . . . . . . . . . . . . . . . . . .19Unified Login . . . . . . . . . . . . . . . . . . . . . . . . . .117URLs

Pushing to Callers . . . . . . . . . . . . . . . . . . . .82Pushing to Callers using Agent Favorites . .82Pushing to Callers using Canned Phrases . .83

URLs in Canned Phrases . . . . . . . . . . . . . . . . . .56User Interface

CosmoTracker . . . . . . . . . . . . . . . . . . . . . .115

VVCS

QoS Packet Scheduler . . . . . . . . . . . . . . . . .89Video Settings . . . . . . . . . . . . . . . . . . . . . . . . . .95View

Audio Settings . . . . . . . . . . . . . . . . . . . . . . .70Audio Sliders . . . . . . . . . . . . . . . . . . . . . . . .69Canned Phrases . . . . . . . . . . . . . . . . . . . . . .64Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64Clear Chat . . . . . . . . . . . . . . . . . . . . . . . . . .64Customize... . . . . . . . . . . . . . . . . . . . . . . . . .71

Classic UI . . . . . . . . . . . . . . . . . . . . . . . .71Dial Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . .69Local Video . . . . . . . . . . . . . . . . . . . . . . . . .70Microphone Mute . . . . . . . . . . . . . . . . . . . .70Stop Video . . . . . . . . . . . . . . . . . . . . . . . . . .70Toggle Call Info / E-mail message . . . . . . .64

Viewing Account Details . . . . . . . . . . . . . . . . .122Viewing Activity Details . . . . . . . . . . . . . . . . .139Viewing Case Details . . . . . . . . . . . . . . . . . . . .133Viewing Contact Details . . . . . . . . . . . . . . . . .127Voice Message . . . . . . . . . . . . . . . . . . . . . . . . . .65Voice Messages

Playback Controls . . . . . . . . . . . . . . . . .19, 65Voice Quality Issues . . . . . . . . . . . . . . . . . . . . .92

WWeb Collaboration . . . . . . . . . . . . . . . . . . . . . . . .8Web Package Installatoni . . . . . . . . . . . . . . . . .145Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52Windows NetMeeting

Configuration . . . . . . . . . . . . . . . . . . . . . . . 37Windows XP Service Pack 2 Security Alert . . . 97Wrap up Codes . . . . . . . . . . . . . . . . . . . . . . . . . 26