User guide

Contact Center Softphone & Contact Center PhoneSet Manager
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Support for Personal Identification Number (PIN) protection
Similar to general hot desk user logins, ACD hot desk agent logins now offer the ability to
password protect the agent login with a PIN. Contact Center PhoneSet Manager and Contact
Center Softphone now prompt users participating in the use of PINs to enter their PIN upon
login. Hot desk users who use Interactive Contact Center to login will also be prompted for their
PIN. However, supervisors who use Interactive Contact Center to login agents will not be
prompted for the agent’s PIN as they will have a higher permission level, controlled by Class
of Service, that does not require them to specify PINs when using interactive agent controls.
Contact Center Client users who do not want to participate in the use of PINs will continue to
operate as usual. Supervisors marked as Advanced or Premium supervisors are not prompted
to enter a PIN when logging in to the system.
Call notes
When agents are speaking with customers, they can add notes to calls to share with other
contact center employees involved in the call. This ensures agents and supervisors have
context for calls and know what information has been provided to customers upon call transfer.
When a call is being transferred to an agent or supervisor, the soft phone pop-up displays the
most recent note associated with the call. When the agent answers the call, Contact Center
Client appears on top of all other open applications and displays the Call Notes monitor. The
monitor includes all of the call notes associated with the current call.
Agents can add notes each time a call is transferred and agents on conference calls can add
notes simultaneously. Each set of notes includes the agent’s name and a date/time stamp.
When an agent completes a call and answers a new call or closes the Call Notes monitor, all
call note information is saved and appended to the Lifecycle reports.
Single-point data administration
Managers benefit from single-point data administration. Contact Center PhoneSet Manager
and Contact Center Softphone are automatically updated with any database changes, so agents
always have the most recent information at hand. Contact Center PhoneSet Manager and
Contact Center Softphone provide pick lists for the account codes, call classification codes,
extensions, agents, and Make Busy Reason codes configured in Contact Center Management.
Integrated agent control
Using Contact Center PhoneSet Manager or Contact Center Softphone, agents can readily
control their availability and inform other agents of their whereabouts with Make Busy Reason
codes. Agents can log on and off, place themselves in and remove themselves from Do Not
Disturb, and select Make Busy Reason codes.