User guide

General Information Guide
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Integrated real-time presence
Contact Center PhoneSet Manager and Contact Center Softphone integrate with Contact
Center Client to provide real-time presence. Supervisors can readily identify which employees
are idle and process calls efficiently from within Contact Center Client. They can open an agent,
employee or extension monitor, or the Queue Now monitor and right-click an agent to transfer
a call to the agent.
Integrated call control and prioritization
Contact Center PhoneSet Manager and Contact Center Softphone integrate with Interactive
Visual Queue to provide integrated call control and prioritization. On an Interactive Visual Queue
monitor, a user can identify callers waiting in queue and view their answer priority and wait
time. They can select a queued call and answer it, or forward it to an extension, callback port,
voice mail port, or other answer point.
Pre-announcement messages
Agents who have Contact Center PhoneSet Manager or Contact Center Softphone can record
introductions that are played to callers, for example, "Hi. This is Paul Jones in Customer Support.
Could you please tell me your customer site key?". The introduction that is played is based on
the queue the call arrives on and the time of day it is received. The recorded message provides
customers with a consistent greeting and gives the agent extra time to retrieve customer
information. Pre-announcement messages can be stopped at any time.
Silent monitoring
Silent monitoring enables a supervisor to listen to calls answered by an ACD agent or agent
group. The agent and caller do not hear the supervisor. However, the agent’s telephone display
may indicate that the call is being monitored. At any time during the silent monitor, the supervisor
can conference into the monitored conversation and either take over the call or assist the agent
if required. Silent monitoring enables supervisors to assess agent performance and provide
real-time coaching or training.
Report creation on calls tagged with account codes and call classification
codes
Supervisors can generate reports on calls tagged with account codes and call classification
codes. They can assess the impact of advertising campaigns and see the distribution of inquiries
across products and services.
Figure 23 illustrates an agent applying a Make Busy Reason code in Contact Center Softphone.