Cisco IP Phone Agent User Guide Cisco Unified Contact Center Enterprise Release 7.5 July 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Contents ■ Introduction 5 What’s New in This Version 5 Hardware and Software Environment 5 ■ IP Phone Agent Feature Levels 6 Language Support 6 ■ The IP Phone Agent Screen 7 Soft Keys 7 Choosing Menu Options 7 ■ Logging In 8 Forcing a Login 10 ■ Skill Statistics 11 Refresh Rate 12 ■ Caller Data 13 ■ Agent States 14 Changing Your Agent State 15 Changing Your State While on a Call 16 ■ Reason Codes 17 ■ Wrap-Up Data 18 ■ Agent-Initiated Recording 19 ■ Supervisor Intervention 21 Monitorin
Contents
Cisco IP Phone Agent User Guide Introduction This document is written for contact center agents who use the IP Phone Agent service on IP phones when handling customer calls. Cisco IP Phone Agent is a service added to your Cisco IP phone.
Cisco IP Phone Agent User Guide IP Phone Agent Feature Levels There are three feature levels of Cisco IP Phone Agent: Standard, Enhanced, and Premium. The following chart outlines the features available in each version. All features not listed here are present in both versions.
The IP Phone Agent Screen The IP Phone Agent Screen To access the IP Phone Agent service, press the Services button on your IP phone. The only screen that requires you to use the number pad to enter data is the login screen. All of the other screens use selection menus. NOTE: See your IP phone documentation for explanations of your phone’s functions and features. Soft Keys Each screen displays specific soft keys. All of the keys that appear are listed in Table 1. Table 1.
Cisco IP Phone Agent User Guide Logging In Logging in is the only task in IP Phone Agent that requires you to use the number pad to enter information. Figure 1 shows a sample initial menu. Your menu may differ. NOTE: If you are using Cisco Extension Mobility, you must log into extension mobility first before logging into the IP Phone Agent service. To log in: 1. Press the Services button on your IP phone. The screen of your IP phone displays the Services menu (Figure 1). Figure 1.
Logging In 2. Choose IP Phone Agent from the menu. The IP Agent Login screen appears (Figure 2). NOTE: Your display may differ from the display shown in Figure 2, depending on how your system administrator configured your IP phone. Figure 2. Agent Login screen 14:23 12/17/02 Agent Login Name: 2101 Password: Extension: Enter agent information. Exit Submit << 3. Using the number pad on your IP phone, enter your agent ID or name, password, and phone extension in the appropriate fields.
Cisco IP Phone Agent User Guide Forcing a Login If you try to log in using an agent ID, name, or extension that is already in use, the Forced Login menu appears (Figure 3). Figure 3. Forced Login menu 14:23 02/15/04 2101 Forced Login 1 Name logged into another ext. Pr ess '1' to log other agent out. 2 Press ‘2’ to log in with another name or extension.
Skill Statistics Skill Statistics You can view skill statistics whenever you are logged into IP Phone Agent. The Skill Stats screen is the default view. To access the Skill Stats screen from any other screen, press the Stats soft key. Figure 4 shows a sample Skill Stats screen. Your screen may differ. NOTE: To perform any call control actions when the Skill Stats screen is displayed (for instance, to make a call), you must first press Services to return to the normal phone display screen. Figure 4.
Cisco IP Phone Agent User Guide Refresh Rate The default refresh rate for the Skill Stats screen is 10 seconds. You can also refresh the screen manually by pressing the Update soft key. NOTE: The IP Phone Agent (IPPA) client requests data to refresh this screen from the Cisco Browser and IP Phone Service (BIPPA). BIPPA in turn obtains the data by polling the CTI Service at regular intervals.
Caller Data Caller Data The IP Phone Agent service displays data about the caller in the Caller Data screen. Caller data appears on your IP Phone Agent screen when a call is routed to your IP phone and remains there throughout the call. Figure 5 shows a Caller Data screen displaying sample data. The data that is displayed on your screen will differ. The type of data that appears in this screen is configured by your system administrator.
Cisco IP Phone Agent User Guide Agent States The available agent states in IP Phone Agent are listed in Table 2. Table 2. Agent states State Description Logout You are logged out of the ACD. Not Ready You are not available to receive routed* calls. If you receive a non-routed call, your state is automatically changed to Reserved, then Talking. When the call ends, your state is automatically changed back to Not Ready. Ready You are available to receive routed calls.
Agent States Changing Your Agent State You change your agent state by choosing the appropriate state from the Change State menu (Figure 6). The menu you see displays only the states that you can choose from your current state. Your current agent state always appears on the bottom line of the IP Phone Agent screen. To change agent state: ■ Choose the appropriate agent state from the menu. Figure 6.
Cisco IP Phone Agent User Guide Changing Your State While on a Call While you are on a call, the IP Phone Agent screen displays the Caller Data screen. The Option soft key is visible if agent-initiated recording is enabled by the system administrator. The only other soft key available on the Caller Data screen is the Stats soft key. To change your agent state while you are on a call, you must navigate to the Skill Stats screen and from there change the agent state. To change your agent state: 1.
Reason Codes Reason Codes You may be required to enter a descriptive reason code when you change your agent state to Not Ready or when you log out. Reason codes are created by your system administrator and are customized for your contact center. Figure 8 shows a Reason Code menu with sample reason codes. The reason codes that are displayed on your screen will differ.
Cisco IP Phone Agent User Guide Wrap-Up Data You may be required to enter wrap-up data when you change your agent state to Work Ready or Work Not Ready. Wrap-up data are descriptions used by contact centers for such purposes as tracking the frequency of different activities or identifying the account to which to charge a call. Figure 9 shows a Wrap-up Data menu with sample wrap-up data. The wrap-up data that is displayed in your menu will differ.
Agent-Initiated Recording Agent-Initiated Recording You can start and stop recordings of any call you receive on your IP phone if you have the Enhanced or Premium version of IP Phone Agent and your administrator has enabled the agent-initiated recording feature. You cannot listen to any recordings you make. Recordings are available for review only to your supervisors through Cisco Supervisor Desktop. While you are recording a call, “Rec” appears on the status line of your IP phone screen (Figure 11).
Cisco IP Phone Agent User Guide 2. Choose Start recording from the menu. The Skill Stats screen appears and “Rec” appears on the status line to indicate that you are recording the call (Figure 11). NOTE: The Options menu shows the “Start recording” option only if you are not currently recording a call. If you are already recording a call, the Options screen shows only the “Stop recording” option. Figure 11.
Supervisor Intervention Supervisor Intervention Your supervisor can intervene in calls you receive by performing any of the following actions: ■ “Barge In” on a call—join your call with a customer in a forced conference ■ “Intercept” a call—force a transfer of a customer call to him- or herself ■ Monitor your calls ■ Record your calls Monitoring/Recording Notification When your supervisor monitors or records your calls, you may or may not be notified, depending on how the system is configured.
Cisco IP Phone Agent User Guide Logging Out You can log out only when your agent state is Not Ready. NOTE: If you are using Cisco Extension Mobility, you must log out of the IP Phone Agent service first before logging out of extension mobility. To log out: 1. Change your agent state to Not Ready. 2. Change your agent state to Logout. 3. If the Reason Code menu appears, choose the appropriate reason code. IP Phone Agent returns to the Login screen. You are now logged out of the ACD.
Fault Tolerance Fault Tolerance The IP Phone Agent service is fault tolerant if there are two or more IP Phone Agent servers. If one server fails, the other server takes over. If the primary server fails, you are automatically logged out and you must manually log in to the secondary server. Redundancy In a redundant system, the Services menu on your IP Phone displays two IP Phone Agent services (if your system administrator has configured them). Only one service can be active at any one time.
Cisco IP Phone Agent User Guide If the IP Phone Agent service that you are logged into fails, you will not be logged out of the Computer Telephony Integration (CTI) service. You will still receive ACD calls, provided that the required services, including CTI, are running. If you attempt to log back into the IP Phone Agent service, you will see the Forced Login screen. The Forced Login screen usually indicates that someone else is already logged in with your agent ID, name, or extension.
Index A Agent states 14 changing 15 Agent-initiated recording 19 B Barge in 21 C Caller data 13 Changing agent state 15 Choosing menu options 7 F M Monitoring, supervisor-initiated 21 N Notification of supervisor-initiated monitoring 21 of supervisor-initiated recording 21 R Recording agent-initiated 19 supervisor-initiated 21 Redundancy 23 Refresh rate 12 S Failover 23 Fault tolerance 23 Feature levels 6 Forced login 10, 24 I Intercept 21 Skill statistics 11 refresh rate 12 Soft keys 7 Superviso
Cisco IP Phone Agent User Guide 26 July 2008
