Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Unified Contact.

Engineering Passion – Innovative Results

Coleman Technologies 2009 Engineering ForumUnified Contact Center EnterpriseColeman Technologies

Unified Contact Center Enterprise

CTI OS Supervisor DesktopTraining

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Objectives

• Cisco IP Phone• CTI OS Overview• CTI OS Desktop• Logging In/Logging Out• Agent States• CTI Dialing Pad• Hot Keys• Supervisor Features



CTI OS Three -Tiered Architecture Topology



CTI OS Desktop

To start CTI Toolkit Agent Desktop, double-click the short-cut on the desktop or go to:

Start Programs Cisco Systems CTI Toolkit Agent Desktop

Upon startup the CTI Toolkit Agent Desktop main screen appears.



CTI OS Desktop - Login

Login Contains buttons that let the agent log in or log out.



Logging In - CTI Login Window

Enter the following information in this dialog box: Connect to

Use the drop-down menu to select the connection profile that you want to use.

Agent ID Your agent ID as assigned by your

manager. Password

Your password assigned by your manager

Instrument The device ID assigned to the phone you

receive calls on.

To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to the CTI Server and logs agents into a selected ACD switch.



CTI OS Desktop – Agent State

Agent State

Contains buttons that let the agent change the state of the currently logged in agent.



Agent States - Changing to Ready State

By default, upon successful login, the agent is automatically placed in a Not Ready State

If the Ready button is enabled, you are in a valid state to go to Ready.

To enter the Ready state, click the Ready button while in Not Ready state.

On entering Ready state, the agent is ready to accept ACD calls.



Agent States – Changing to Not Ready State

Entering Not Ready state opens Not Ready Reason Codes dialogue box

Choose appropriate reason for going into “Not Ready” state



Agent States – Wrap-Up State

Automatically enter Wrap-Up sate on the completion of a call

Click the Wrap-Up button to immediately enter a Wrap-Up State

Wrap-Up duration is 30 seconds, then automatically placed in a Ready state



CTI OS Desktop – Dial/Answer/Release

Dial/Answer/ReleaseTo Place a call, click the Dial button, and enter the phone

number using the provided Dial Pad.To Answer call, click the Answer button.To hang up a call, click the Release button.



CTI Dialing Pad - Making Calls

Enter a state from which you can make a call.

You are in the correct state to make a call if the Dial button is enabled.

States from which to make a call can include Ready, Not Ready, or Hold.

If the Dial button is not enabled, change your state as needed until the Dial button becomes enabled.



Sending DTMF Tones

Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voicemail system, or other similar device.

To transmit DTMF tones when connected to a call, perform the following steps.



CTI OS Desktop – Hold/Retrieve

Hold/Retrieve Contains buttons that let the agent put a call on hold and

retrieve a held call.Select a call from the Call List, and click the Hold button

to place the call on Hold.Select the held call and click the Retrieve button to return

to the call



CTI OS Desktop – Alternate/Reconnect

Alternate/Reconnect

Contains buttons that let the agent alternate between and reconnect active calls.

Alternate and Reconnect buttons are used to switch between multiple calls in the call list.

If there are multiple calls (i.e. one inbound and one outbound), click the Alternate button to automatically place one call on hold and pick up another, with a single click.

Use the Reconnect button to choose which call to pickup with multiple calls in the call list. The initial call will automatically be placed on hold.



CTI OS Desktop – Conference/Transfer

Conference/Transfer

Contains buttons that let the agent initiate and complete conference and transfer operations.



CTI Dialing Pad - Conferencing Calls

To initiate a conference call, click the conference button.

Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu.

Click the Conf Initiate button, after talking to the 3rd party, click the Conference button to join all parties.

The pull-down menu contains the last six numbers dialed from this desktop.



CTI Dialing Pad - Conferencing Calls cont.

Click the Conference button to complete warm transfer call



CTI Dialing Pad - Transferring Calls

To transfer a call, click the Transfer button, dial the desired transfer number, and click the Trans Init or Single Step button.

Use the Trans Initiate button for warm transfers (allows agent to speak to the transferred party before passing the call)

Enter the number to be dialed in the Number to Dial field

Use the Single Step button for cold transfers (immediately transfers the caller)



CTI Dialing Pad - Transferring Calls cont.

Click the Transfer button to complete warm transfer call



CTI OS Desktop – Supervisor Assist

Supervisor Assist Contains buttons that let the agent request assistance

from a supervisorEmergency Supervisor Assist – Immediately conferences

available Supervisor into the conversationSupervisor Assist – Places a call to the available

Supervisor



CTI OS Desktop – Tools

Tools

Contains buttons that invoke statistical displays, initiate a chat session, record calls and report a bad line.



CTI OS Desktop – Statistics

Statistics

Real-Time daily statistics

Skill Group Information



CTI OS Desktop – Chat

Chat Session – Initiates a chat session with a specified user



CTI OS Desktop – Bad Line Reporter

Bad Line Reporter – Logs instances of poor call quality



CTI OS Desktop – Call Information

Call Information

Displays the current call-related detail(s) as well as variable information, where applicable



CallID The Call ID value assigned to this call by Unified CCE or the Unified ICME software

Status The status of the call, such as Ringing, Talking, or Held

DNIS The Dialed Number Identification Service number provided with the call

ANI The calling line ID of the caller, usually the caller's phone number

CED The digits entered by the caller in response to IVR prompting

DialedNumber The number that the caller dialed

WrapUp Call-related wrap-up data

CallType The general classification of the call type

Var1 through Var10 Call-related variable data

CTI OS Desktop – Call Information



CTI OS Desktop – Status Bar

Status Bar

Displays information about the status of the softphone.



Logging Out – Reason Codes

To Logout, the agent state MUST be in a Not Ready state

Click Logout button to “Logout”

Select a Reason Code for logging out of the system

Click “OK”



Logging Out

On a successful logout, the following occurs:

You are logged out of CTI OS Desktop and the ACD switch.

All entries in the status bar at the bottom of the CTI Toolkit Agent Desktop screen become blank except for Agent Status, which becomes “Unknown.”

All Agent State Control buttons except Login are disabled.

All Call Control buttons are disabled.



Main Window Keyboard Accessibility

The following Buttons have corresponding Hotkey shortcuts



CTI OS Desktop

To start CTI Toolkit Agent Desktop, double-click the short-cut on the desktop or go to:

Start Program Files Cisco Systems CTI Toolkit IPCC Supervisor Desktop



CTI OS Desktop

Upon startup the CTI Toolkit Agent Desktop main screen appears.



Supervisor Agent Advanced Features

Provides real-time agent status information of all agent members managed by the supervisor.

Provides call information (call data and events) of an actively monitored agent (that is, the agent currently selected in the Real-Time Statistics grid).

Supports call monitoring features (silent monitor, barge in, and intercept).

Supports emergency and supervisor assist calls.



Supervisor Agent Advanced Features

Allows exchange of text messages between the supervisor and one of the agent team members (chat).

Allows the supervisor to change the agent state of a supervised agent to Logout or Ready, depending on the agent’s current state.

Enables supervisors to control their own states for receiving



Managing Agents

Team State Information The Team State Information window provides you with

the current status of members of the agent team.

Authorized supervisors can change the state of a monitored agent to Ready and Logout.

This section also includes buttons that allow the supervisor to silent monitor, barge in, or intercept a call.



Managing Agents

Other supervisor functions include:

Chat A supervisor can send a message to, or receive a chat

message from, a member of the agent team. When the chat message arrives at the supervisor

desktop, a CTI OS Chat window displays the message in the Message Display section of the window.

Agent Re-skilling Cisco Unified CC Enterprise includes the Agent Re-

skilling tool. This tool, an optionally installed browser-based

application separate from the Supervisor Desktop, lets supervisors change the skill group designations of agents on his/her team.



Team State Information

Name The agent’s name.

AgentID The agent’s ID, as assigned by the agent’s manager.

State Current state of the logged in agent within voice domain.

Time in State The amount of time the agent has been in the current

state. Login Name

The used by the agent to login when login by agent name is configured



Team State Information

The Team State Information section of the Team Real-Time Status window displays the following information for agents that are logged in:

Skill-Name The names of the skill-groups to which the agent

belongs.

Skill-group Identifies the skill groups to which the agent belongs.

Available for Call Indicates if the agent is available to take a call



Agent State Control

The supervisor can use the Agent State Control to change the state of monitored agents. Logout and Make Ready.



Agent State Control

To control the agent state, perform the following steps.

Select the agent in the Team State Information grid. Click the Logout button to log the agent out, or the Make Ready button to put

the agent in a ready state.



Silent Monitor - Start

To Silent Monitor an agent, perform the following steps.

Select the agent in the Team State Information grid. Click the Start Silent Monitor button



Silent Monitor - Stop

To Silent Monitor an agent, perform the following steps.

Select the agent in the Team State Information grid. Click the Stop Silent Monitor button



Team Real- Time - Agent State Control

The Agent State Control window contains the following buttons used for call control:

• Barge-In. To barge in on an agent’s call, a supervisor needs to select an agent from the Team State Information grid and then select a call from the Monitored Calls section. When the supervisor clicks the Barge-In button, he or she now becomes a party to the call.

• Intercept. The Intercept button can only be used after barge-in. The supervisor can use the Intercept button to drop the agent from the call, leaving only the supervisor and the customer on the call.

– Note: The supervisor must be in the Not Ready state in order to use the barge-in function.



Monitored Calls – Barge-In

To Barge in on an agents active phone call, perform the following steps.

Stop Silent Monitor on an agent Select the agent in the Team State Information grid. Click the Barge-In button



Monitored Calls - Intercept

To Intercept an agents active phone call, perform the following steps.

Select the agent in the Team State Information grid. Click the Barge-In buttonClick the Intercept button



Monitoring Calls

The monitoring calls section shows the following information for the currently selected agent.



Agent Re-skilling Tool

To access to the Agent Re-skilling Tool launch Internet Explorer.https://10.52.220.85/uiroot

https://10.52.220.85/uiroot



Re-skilling Tool – Supervisor View



Re-skilling Tool – Supervisor View



Re-skilling Tool – Edit Agent



Re-skilling Tool – Edit Agent



Questions and Answer Period

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Webview - Logging In

To start viewing Webview Reports launch Internet Explorer.

https://10.52.220.85/um/

https://10.52.220.85/um/




Webview Reporting Contains all reports used for Contact Center deployments

Event Viewer Displays conditions reported to the Webview Server



Home Clicking the Home option from any Webview Screen will

return you to this page.




Webview - Main

Favorites Contain all saved “Favorite” reports. This allows commonly

used reports to be quickly generated.



Job Scheduler Contain all saved scheduled jobs. This allows reports to

be saved, exported, or printed automatically.

Webview - Main



Webview – Main

Help Displays help for the

current page being displayed by Webview.

Provides a description for all columns of a report



Webview - Report Templates

Five commonly used report type templates:

Agent Reports CallType Reports Peripheral Skill Group Reports Trunk Group Reports



Webview – Agent Report

Agent Reports show statistical information for individual agents. These can be used for evaluation and monitoring purposes.

Agent Report Groups:

Agent By Agent Agent By Peripheral Agent By Skill Group Agent By Team



Call Type reports show the most complete view of the Contact Center.

Service Level Agreement Errors Average Speed of Answer Total Call Volume Queued Call Volume

Webview – Call Type Report



Peripheral Reports show the current status of any IVR, ACD, or PBX connected to the system.

Webview – Peripheral Report



Skill Group Reports can be used to monitor over-all performance of skills. In most cases only Peripheral Skill Group Reports will be used.

Webview – Skill Group Reports



Trunk Group Reports display data about trunk utilization to the IVR. These reports can be used to monitor growth of call volume. They can also be used by administrative staff to identify if IVR ports are sufficiently sized for Contact Center activities.

Webview – Trunk Group Report



Webview - Report Template Types

Real-Time Templates – Display real-time data for the contact center.

Historical Templates – Display data from selected time frames.



Webview – Report Types

Reports Displaying a display data in a spreadsheet or table format.

Reports displaying a display data in a graphical format.



Webview – Report Tools

Change Items Allows users to change selected

object being reported (Agent, Call Type, etc.)

Date / Time (Historical Report only) Allows users to change the time frame

being reported Drill Down (Select Reports only)

Allows for more detailed data for same time span such as Peripheral Skill Group under Enterprise Skill Group.



Export Report Allows users to export reports into

formats such as Excel or HTML. Save Report Definition

Allows users to save commonly utilized reports for easy access. Also allows report definitions to be saved as favorites.

Refresh (Real-Time Reports only) Allows users to control the rate at

which the screen refreshes.




Thresholds Allow users to set visual indicators for

Contact Center conditions. Zoom

Displays the size of data in the viewing screen.

Help Launches the help tool for the

displayed report. Refresh

Refreshes the current page.




Questions and Answer Period

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Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Unified Contact.

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