ShoreTel Enterprise Contact Center 8 Using Agent Toolbar November 2012
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Table of Contents About This Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Chapter 1 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Table of Contents Other Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Running an External Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Separating Buttons on the Agent Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Understanding Call Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Before You Start The following sections provide an overview of the book. About This Book.......................................................................................................... 5 About This Book This guide provides information about customizing and using ShoreWare Agent Toolbar for ShoreTel Enterprise Contact Center. This guide is intended for Enterprise Contact Center supervisors and agents.
4 Before You Start Conventions Marking Meaning Courier Italic Variables in code examples. Blue Cross references with hyperlinks. Click the blue text to go to the indicated section. All chapters have a list of section links on the first page. Note: Table of Contents entries are also links, but they are not shown in blue.
CHAPTER 1. Overview ShoreWare Agent Toolbar is a powerful, easy-to-use software application that provides agents with access to telephony and ACD capabilities. Telephony capabilities include features such as answer, call, hold, transfer, and conference. ACD capabilities include features for going into release, resume, and wrap-up modes, and viewing calls in a queue. Agent Toolbar works with ShoreTel Enterprise Contact Center to enable you to maximize performance in your call center environment.
1 Overview Starting Agent Toolbar Agent Toolbar also provides a library of services enabling integration with your company’s existing services and database using the Windows DDE/ActiveX interface. Information can be shared between systems during ACD call handling. Refer to the following section for more information about Agent Toolbar: Starting Agent Toolbar.................................................................................................
1 Overview Logging on in the Hotdesk or Citrix Environments 4. Select Sign me in automatically to launch ShoreWare Agent Toolbar automatically and without entering any login information. If you select this option, Remember my password is also selected. Once connected to the server, ShoreWare Agent Toolbar opens. The features available of Agent Toolbar have been determined by your administrator.
CHAPTER 2. Using Agent Toolbar The ShoreTel Agent Toolbar provides quick access to frequently used operations. It enables you to perform Telephony and automatic call distribution (ACD) operations from your desktop with the click of a single button. And you can handle a combination of calls such as calls on hold, ringing calls, a connected call, and an ACD call. Agent Toolbar also includes special features, like a log of your calls.
2 Using Agent Toolbar Telephony Features 1. Move between active calls by clicking the Toggle button ( information about the currently connected call. ). The Status bar changes to reflect 2. Determine the state of you extension by the color of the Status bar: Yellow — A call is ringing. Green — You are connect to the call. Light Blue — You are on reserve for outbound calls. Magenta — The call is on hold. Blue — The action has been initiated. Red — The action has failed. 3.
2 Using Agent Toolbar Telephony Features Swap Calls (1) — Swaps the call on hold with the connected call. Answer (2) / Connected Call (3) — Answers an incoming call or email. If the incoming call is a chat, clicking Answer launches the chat browser. Disconnect (4) — Disconnects the current call. Start Transfer (5) — Starts the transfer procedure for the current call. Start Conference (6) — Starts the conference procedure.
2 Using Agent Toolbar Making Calls You may not need this feature if your system automatically identifies a destination that does not answer and does not transfer callbacks to an agent. Set Callback – Reinsert Terminate (17) — Removes the callback call from the system. This feature is only available when an actual call is connected; if the callback extension is invalid you will not be able to use callback. Silent Monitor (18) — Allows you to monitor agent conversations.
2 Using Agent Toolbar Answering Incoming Email In your call center, you may be required to provide a wrap-up code before answering the next incoming call, even if you are logged out of a group. In this case, Agent Toolbar displays the Enter Wrap-Up Code icon on the Status bar. Click the icon to enter the wrap-up code, as explained in Assigning Wrap-Up Codes on page 22. Answering Incoming Email When an email comes in, the system routes the email to an agent.
2 Using Agent Toolbar Answering a Chat Contact Answering a Chat Contact Chat sessions are initiated through requests coming from a chat web browser. The customer clicks a Chat button on your web site to open a chat window while waiting for an agent to respond. A chat browser window opens at your end, allowing you to start the chat session. Contact Center supports the following chat services: Chat conversation — You can be engaged in a chat conversation at any time.
2 Using Agent Toolbar Conferencing For information about changing the programmed number or being prompted for a number each time you click the Start Transfer button, refer to Programming Buttons on page 34. To cancel a transfer call, click Reconnect before the transfer is completed. The system returns you to the original caller. Complete the following steps to connect a caller directly to the destination number in a single step: 1. From the Agent Toolbar, click Single Step Transfer.
2 Using Agent Toolbar Diverting Calls Diverting Calls Agent Toolbar makes it possible to divert an incoming call to another number while the call is ringing. Complete the following steps to divert a call: 1. From the Agent Toolbar, click Divert Call. 2. In the Divert Call dialog box, enter the destination number, or select the number from the dropdown list of recently called numbers. 3. Click OK. The system diverts the call to the specified number.
2 Using Agent Toolbar ACD Features Table 1: Callback Actions and Results Scenario Action Result When the call is connected, you hear a busy signal. 1. Click the Set Callback – Reinsert Busy button. The number will be called back again once the time specified in the Retry on Busy option (in Contact Center Director) has expired. 2. End the call by hanging up. You are connected to voicemail. 1. Click the Set Callback – Reinsert No Answer button. 2. End the call by hanging up.
2 Using Agent Toolbar ACD Features Login Primary ACD Groups (1) / Logout Primary ACD Groups (2) — Allows you to log in to or log out from your personal agent queue and all of your primary groups with a single click. The button changes to indicate your current state: A green check mark shows that you are logged into your personal agent queue and primary groups. A red check mark means you are logged out from your personal agent queue and primary groups.
2 Using Agent Toolbar Logging Into and Out of ACD Groups and Agent Queue Note If the Contact Center Director > System Parameters > Agent Preferences > When TAPI connect is Lost > Agents go in release then auto-resume upon reconnect option is selected, you are automatically placed in Release if a TAPI outage occurs while using a device affected by the outage. Once TAPI recovers, you are automatically returned to the state you were in before the outage.
2 Using Agent Toolbar Managing Your Groups Note This feature is not part of releases prior to ShoreWare 16.4 integrated with Agent Toolbar. To log into or out of all your ACD groups and personal agent queue, click Login/Logout Primary ACD Group on the Agent Toolbar. You are automatically logged in to or out of all your ACD groups and personal agent queue.
2 Using Agent Toolbar Assigning Wrap-Up Codes Assigning Wrap-Up Codes Wrap-up code is a description of the outcome of a call in wrap-up state. By assigning a wrap-up code, you specify the outcome of the just completed call. Complete the following steps to assign wrap-up code: 1. From the Agent Toolbar, click Wrap-Up Code. If the Wrap-Up Code button is programmed with a specific code, the code is assigned to the call. 2.
2 Using Agent Toolbar Sending a Call to Your Personal Agent Queue Sending a Call to Your Personal Agent Queue A personal agent queue allows ACD calls to be queued for a specific agent. This powerful and useful feature can improve customer service, since calls can be routed to an individual agent first, and then expanded to a larger set of agents if that agent is not available. Agent queues are also extremely useful for schedule callbacks, since calls can be routed directly to an agent.
2 Using Agent Toolbar Setting Up Agent Toolbar Help — Click the Help icon to get context-sensitive help on the window. Call Properties — If the window contains a list of calls, selecting a call and clicking Call Properties provides an area where the agent can enter notes about the call. This information is no longer available when the agent closes Agent Toolbar. To increase efficiency and productivity, configure the Agent Toolbar to display the Window buttons that are most useful.
2 Using Agent Toolbar Using the Call Status Window Toolbar — Provides options for the display and contents of the Agent Toolbar. Preferences — Includes options for personalizing the Agent Toolbar. Contact Information — Identifies your extension number, email address, and server address. Ring — Includes options for ring alerts and tones for incoming contacts by voice, email, or chat. Queue Alert — Displays options for alerts. Refer to Chapter 3.
2 Using Agent Toolbar Using the Call Log Window Note Information on queued calls is available only if your administrator has configured the system to broadcast queue information and you have the COS permission Queue Monitor. Complete the following steps to use the ACD Calls window: 1. From the Agent Toolbar, click ACD Calls. 2. To filter the calls displayed, select a group from the top part of the window. The ACD Calls window shows only the calls in queue for that group. 3.
2 Using Agent Toolbar Using the Telephony Window 2. To view the log properties for a call, select the call from the list and click Call Properties. You can also add a note about the call. Click OK to close the dialog box. Information in the Notes field is saved to the Call Log. 3. To delete a call from the log, select the call and click Delete Record. 4. To clear information about all the calls in the log, click Clear. 5.
2 Using Agent Toolbar Other Operations To view messages in the Agent Board, click Agent Board on the Agent Toolbar. Other Operations Agent Toolbar’s other features allow you to setup and run external applications from within Contact Center and to create a visual separation between buttons on the Agent Toolbar. To increase your efficiency and productivity, display the appropriate Other buttons on the Agent Toolbar. Refer to Chapter 3.
2 Using Agent Toolbar Understanding Call Flow Understanding Call Flow Email Call Flow The process of receiving and addressing an email call is as follows: 1. To answer the email, the agent clicks the Answer icon, and the status bar in the integrated call manager changes to show the call as connected. Refer to Telephony Features on page 11 for an illustration of Agent Toolbar icons. 2. An email call is ended when the agent clicks the Disconnect button or replies to the email.
CHAPTER 3. Customizing Agent Toolbar Agents can personalize and customize the ShoreTel Agent Toolbar for the way they work. This includes determining the look and feel of the Toolbar, selecting the features you want on the Toolbar for easy access, and programming buttons to enable single-click functionality. Refer to the following section for more information about customizing Agent Toolbar: Specifying Toolbar Display and Behavior ..................................................................
3 Customizing Agent Toolbar Defining Agent Toolbar Behavior Always on Top — Keeps the Toolbar on top of other running applications. Two lines — Arranges the buttons on the Toolbar into two rows (saving space). Large Buttons — Displays the button on the Toolbar in a large format. Auto Resize — If this option is not selected, the width of the Toolbar can be resized by dragging the window horizontally. Status Bar — Adds the Status bar to the Toolbar. 3. Click the Close button.
3 Customizing Agent Toolbar Changing Your Contact Information Require wrap-up codes — Requires a wrap-up code to be assigned to a call. Refer to Defining Wrap-Up Codes on page 152 of the ShoreTel Contact Center Administrator Guide for information about wrap-up codes. 4. Click the Close button. Changing Your Contact Information Your extension, server address, and email username are used in Agent Toolbar. If your contact information changes, you can update the information in Agent Toolbar.
3 Customizing Agent Toolbar Changing Your Contact Information Complete the following steps to set ring options: 1. From the Toolbar, click Agent Setup. 2. Click the Ring tab. 3. Select the appropriate ring options: ACD Voice Calls — Ring tone is played for ACD voice calls. Email Calls — Ring tone is played for an email contact. Chat Calls — Ring tone is played for a chat contact.
3 Customizing Agent Toolbar Selecting Toolbar Features 4. You can change the interval between alerts by entering the interval, in seconds, in the Alert Every field. The alert is sounded only if you have calls in the queue, and you are not on an ACD call. 5. Click Save. 6. Click the Close button. Selecting Toolbar Features By default, the Toolbar contains buttons for the features selected by your administrator. You can add additional buttons, program buttons for one-click use, and remove buttons.
3 Customizing Agent Toolbar Personalizing the Telephony Window Refer to Adding Buttons to the Toolbar on page 34 for information. 2. If you want to be prompted for a parameter each time you use the feature, click Cancel. 3. If you want to program the button with a parameter, enter the parameter in the field; recently used parameters can be selected from the drop-down list. Then click OK. The button is programmed with the parameter. To verify, point your mouse to the button on the Toolbar.
3 Customizing Agent Toolbar Programming the Telephony Window Buttons The new tab contains 20 non-captioned buttons. Refer to Programming the Telephony Window Buttons on page 36 for information on assigning functionality to these buttons. Complete the following steps to rename a tab in the Telephony window: 1. From the Toolbar, click Telephony. 2. Right-click on the tab you want to rename, and then click Rename. 3. In the Rename Page dialog box, type the New Name, and then click OK.
3 Customizing Agent Toolbar Defining Columns 5. If the button requires parameters, the Setup button becomes active. Click Setup, specify the appropriate parameters, and click Save. 6. In the Button Properties dialog box, click OK. Complete the following steps to clear a button’s programming: 1. From the Toolbar, click Telephony. 2. Click the tab containing the button you want to clear. 3. Right-click the button, and click Clear.
CHAPTER 4. Using ShoreTel Communicator with Integrated Agent Toolbar If you have the correct license and permissions, as configured by a system administrator, you can use ShoreTel Communicator with integrated Agent Toolbar. Note that ShoreTel Workgroups is a separate call center application for small, informal Automatic Call Distribution (ACD) groups using the ShoreTel system. ShoreTel Workgroups support basic call routing, agent management, reporting, and agent activity functions.
4 Using ShoreTel Communicator with Integrated Agent Toolbar Working with ShoreTel Communicator & Integrated Agent Toolbar Agent ID — Agent Password — Server IP Address — The IP address of the Contact Center server. If the agent belongs to an email group and ECC is configured to assign email addresses to agents using Contact Center Director, the user must use Agent Toolbar Setup button > Contact Information tab > Set New Values to specify the Email Account Username.
4 Using ShoreTel Communicator with Integrated Agent Toolbar Customizing ShoreTel Communicator with Integrated Agent Tool- Agent Toolbar bar If you are logged in as a supervisor, additional features are available. Agents Using ShoreTel Communicator & Integrated Agent Toolbar You can open the following Agent Toolbar windows from the Communicator Contact Center menu: Agent Board Call Status Queue Monitor Call Log Refer to Chapter 2.
4 Using ShoreTel Communicator with Integrated Agent Toolbar Limitations 2. Click Contact Center. 3. Click Configure Contact Center. 4. To select the Contact Center groups you want to log in and out of, click Configure Groups in the Contact Center Options window. Use the Group Manager window to select the Contact Center groups you want to log in and out of, as explained in the Managing Your Groups on page 21. 5.
4 Using ShoreTel Communicator with Integrated Agent Toolbar ShoreTel Enterprise Contact Center Limitations ShoreTel Enterprise Contact Center 8 Using Agent Toolbar 42
