3Com EXCHANGE CALL CENTER Administrator Guide

3Com® eXchange Call Center Administration Guide

Version 4.33

http://www.3com.com

Part Number 900-0146-01 Rev AA Published May 2004

3Com Corporation, 350 Campus Drive, Marlborough, MA 01752-3064

Copyright © 2004, 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change.

3Com Corporation provides this documentation without warranty, term, or condition of any kind, either implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time.

If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or !LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT LEGEND

If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following:

All technical data and computer software are commercial in nature and developed solely at private expense. Software is delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or as a “commercial item” as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries.

3Com, the 3Com logo, NBX, and SuperStack are registered trademarks of 3Com Corporation. NBX NetSet and pcXset are trademarks of 3Com Corporation.

Adobe is a trademark and Adobe Acrobat is a registered trademark of Adobe Systems Incorporated. Microsoft, Windows, Windows 2000, and Windows NT are registered trademarks of Microsoft Corporation.

All other company and product names may be trademarks of the respective companies with which they are associated.

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ABOUT THIS GUIDE 5

Conventions 5 Related Documentation 5

Documentation Comments 6 Registration, Warranty, and Support Information 6 Disclaimer 6

CHAPTER 1: OVERVIEW OF THE 3COM EXCHANGE CALL CENTER 7

Engine Module 7 Admin Module 7 Visor Module 7 Agent Module 7

CHAPTER 2: EXCHANGE CALL CENTER ADMINISTRATION OVERVIEW 9

Starting 3Com eXchange Administration 10 The Administration Application Main Window 11

Menus on the Administration Application Menu Bar 11

CHAPTER 3: CONFIGURING THE ENTITIES 15

Defining a New Agent 15 Configuring Agents Details 16 Configuring Agents Groups 17 Configuring the Agents COS 19 Configuring Groups 25 Configuring Groups Details 26

Configuring the Groups Agents 27

Configuring Group's Thresholds 29 Configuring Trunks 32

Configuring Trunks Details 35

Configuring Trunk Groups Trunks 36

Entering a New Trunk Group 38 Configuring Super Groups 39

Configuring Super Groups Details 41

Configuring Super Groups 41

3Com® eXchange Call Center Administration Guide 3

Configuring Supervisors 43

Configuring Supervisors Details 45 Configuring Services 46

Defining a New Service 47

Configuring Services Announcers 49

Configuring Services Destination 51

Configuring Services Overflow 52

Configuring Services Interflow 54

Configuring Services No Agents 55 Configuring the IRN 57

Configuring IRN Details 59

Configuring the IRN Destination 59

Configuring the DNIS 61 Configuring the System 63 Configuring System Working Times 64 Configuring the MIS Parameters 66 Configuring System Miscellaneous Parameters 68 Configuring System IVR Ports 69

Configuring System Incomplete Destinations 71

Configuring System Wrap-Ups 73

Configuring System Management Parameters 74 The Call Control Scripts Administration 76

The CCS Administration Dialog Box 77

The CCS Administration Menu Bar 79

The CCS Admin Options 79 Viewing and Modifying Scripts 80 Configuring Script Actions 82

Configuring the Announce Place in Queue Action 83

Configuring the Hang-Up Action 83

Configuring the Menu Action 83

Configuring the Play File Action 85

Configuring the Transfer Action 85

APPENDIX A: GLOSSARY 87

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ABOUT THIS GUIDE

This book describes how to use the 3Com eXchange Center Administration Application and the 3Com eXchange Engine Call Control Scripts (CCS). It describes how to configure system entities and how to define the various methods of call routing. It is intended for the Call Center administrators and programmers.

For information on the eXchange Call Center Administration applications, see the Help topics. For a description of many of the eXchange Center concepts and terms used in this document, see Appendix A: Glossary.

Conventions

Table 1 lists conventions that are used throughout this guide.

Table 1 Notice Icons

Icon Notice Type Description

Information note

Caution

Warning

Information that describes important features or instructions

Information that alerts you to potential loss of data or potential damage to an application, device, system, or network

Information that alerts you to potential personal injury or death

Registration, Warranty, and Support Information

For details on how to register your product and get support from 3Com, see the Appendix “Obtaining Support for Your 3Com Products” in the 3Com eXchange Call Center Installation Guide.

Disclaimer

The illustrations and other views, telephone displays, and screen captures appearing in this manual are examples used to explain how the application’s features and controls are used. What appears in the illustrations may differ from what appears on your actual equipment and may not represent something that is possible in actual operation. The functions that you can use and the information that you can display may differ depending on the telephony state and external equipment connected in your network and eXchange system. Therefore, use the illustrations only as guidelines.

The names of companies, products, people, characters, and data mentioned in the examples herein are fictitious and are in no way intended to represent any real individual, company, product, or event, unless otherwise noted.

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eXchange Call Center Administration Guide

CHAPTER 1: OVERVIEW OF THE 3COM EXCHANGE CALL CENTER

3Com eXchange Call Center is a comprehensive routing and management system designed to control and monitor the activities of the Call Center. The Call Center operates by means of several modules: Engine, Admin, Visor, and Agent. They enable Call Center managers to design a routing plan, accurately assess Call Center activity trends, and provide the most efficient personnel allocation plan to meet the Call Center's requirements.

This chapter gives an overview of the product and these modules.

The figures in this guide may not represent exactly what you see on your screen in all details. Use them only as guidelines. See the Help topics for details.

Engine Module

The Engine module, together with the Interactive Voice Response package (IVR), provides the Call Center administrator with a number of sophisticated mechanisms for routing incoming calls to agents according to the service required by the DNIS (number dialed).

Admin Module

The Administration module, also called the Admin module, is described more fully in the rest of this guide. It enables authorized supervisors to define the parameters of different system entities (for example, Agents, Agent Groups, and Trunk Groups) and to modify their profiles. The Admin module has several administration levels with different access rights.

Visor Module

The Visor module is a Management Information System that monitors Call Center activities, provides real-time information, generate reports that summarize the system's performance over a given time period, and provides statistical analysis of the Call Center system behavior within a specified period. See the 3Com eXchange Call Center Visor User Guide for details.

Agent Module

The Agent module provides the agent with all the necessary information regarding any incoming call type and the caller, before a call is even answered. This Windows-based application provides agents with an extensive toolbar so that they can perform all telephony functions from their desktops. The toolbar is so compact that most of the agent's screenspace can be used to run other applications. See the 3Com eXchange Call Center Agent User Guide for details.

3Com® eXchange Call Center Administration Guide 7

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CHAPTER 2: EXCHANGE CALL CENTER ADMINISTRATION OVERVIEW

The figures in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. See the Help topics for feature details.

The 3Com eXchange Admin module enables authorized supervisors to define the parameters of different system entities (for example, Agents, Agent Groups, and Trunk Groups) and easily modify their profiles and behavior in the system. Several administration levels have different access rights.

The following parameters reflect the structure of the Call Center that is handled by the Administration:

 Hardware (for example, the type of PBX installed, Number and types of trunks, and

number and types of IVR channels)

 Personnel (for example, the list of Agents and the list of Supervisors and their

authorizations)

 Functional (for example, the Services offered by the Call Center and its various Groups

and Super Groups)

 Operational (for example, working days, holidays, and calls behavior).

The various types of parameters that are called ENTITIES are handled in the following groups, which are discussed in this guide:

 Agents  Groups  Trunks  Super Groups  Supervisors

 Services  IRN (Intelligent Routing Numbers)  DNIS  System

3Com® eXchange Call Center Administration Guide 9

Starting 3Com eXchange Administration

To start the 3Com eXchange Administration application, choose one of these ways:  On your desktop, double-click 3Com eXchange Center folder > Administration

 Click Start > Programs > 3Com eXchange Center > Administration

If the computer is not already logged on to another 3Com eXchange application, and the user is authorized, the system displays the Login dialog box.

• Every system must have at least one Supervisor with Administrator authorization defined.

• New installations have a single supervisor defined by default. The default login name is "EA". The default password is "E1996". Use this login name and password when you log in for the first time.

Enter the Login Name, Password; choose the language and Server in the appropriate fields:

Using the Set Language option, allows the user to operate in either, English or Spanish. To revert back to the previous language (English or Spanish) the user must log off and then log back on using the preferred language

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The Administration Application Main Window

After you successfully log in, the system displays the Administration Main Window.

The Administration window contains a menu bar, options, and toolbar that display icons that you click to open configuration windows. The toolbar icons mirror the options within the Entities menu. The remainder of the window contains a work area in which you configure and display the Entities’ windows.

Menus on the Administration Application Menu Bar

Table 2 lists the menus on the Administration menu bar.

Table 2 Administration Application Menu Bar

Menu Name Operations

Entities

Tools

Sort Options for sorting. Window Arranges the Administration windows and allows you to switch between open windows. Help

Figure 1 The 3Com eXchange Call Center Administration Application Toolbar

Options to define or modify the attributes of specific 3Com eXchange Call Center entities.

Options for terminating all the 3Com eXchange Visor open applications, and to activate the scripting administration application.

Opens context-sensitive Help topics on 3Com eXchange Call Center windows and operations.

The Entities Menu

Table 3 describes the Entities menu and its icons.

Table 3 Entities Menu

Entity Icon Description

Agents

Groups

Trunks

Opens a Configuration window for configuring agents.

Opens a Configuration window for configuring groups.

Opens a Configuration window for configuring trunk groups and trunks.

3Com® eXchange Call Center Administration Guide 11

Super Groups

Opens a Configuration window for configuring super groups.

Supervisors

Services

IRN

DNIS

System

CCS Admin

Exit

Opens a Configuration window for configuring supervisors.

Opens a Configuration window for configuring services.

Opens a Configuration window for configuring the IRN.

Opens an Entity Configuration Window for configuring the DNIS.

Opens a Configuration window for configuring the system parameters.

Opens the Call Control Scripts Administration application.

Closes the Administration application.

The Tools Menu

Table 4 describes the Tools menu.

Table 4 Tools Menu

Option Description

CCS Admin

Opens the CCS Administration application. Call Control Scripts can define the requirements of incoming calls by extracting information. They also provide voice messages to callers waiting in queue.

The Sort Menu

Table 5 describes the Sort menu:

Table 5 Sort Menu

Option Description

By Name Sorts the currently selected list by name. By Number Sorts the currently selected list by number.

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The Window Menu

The Window menu provides options that enable the open windows on the window to be arranged in an orderly way. It also lists all the currently open windows. To switch from one window to another, click the one that you want.

Table 6 Window Menu

Option Description

Tile The windows are displayed in a vertical tile format, one next to the other. Cascade The windows are cascaded one on top of the other.

The Active window has a checkmark next to it in the list at the bottom of the menu.

The Help Menu

The Help menu provides Help topics as well as information about the 3Com eXchange Call Center Administration system.

Table 7 Help Menu

Option Description

Index

Contents Opens the Table of Contents for Help for only the current application. About

Opens the Index of the Help topics for all of the 3Com eXchange Call Center applications. Enter a key word to search for a topic.

Displays information about the 3Com eXchange Call Center Administration system, including the current software version number.

3Com® eXchange Call Center Administration Guide 13

The Quick Search Option

The Quick Search option is not a menu option. Rather, it is located under any list of entities. You can use it to locate specific entries in the list according to name or number: The Quick Search is helpful when you need to locate specific entries in long lists. See Figure 2.

Click the Quick Search button at the bottom of the list and select the field in which you want to search. Enter the information; the cursor moves to the first entry in the list that fits the prefix entered. Characters that do not fit any of the entries are not echoed to the window.

Figure 2 Quick Search Dialog Box.

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CHAPTER 3: CONFIGURING THE ENTITIES

This chapter covers how to configure the eXchange Call Center Administration entities.

The figures in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. See the Help topics for feature details.

Defining a New Agent

This section describes how to define new agents that you want to add to the list of agents in the Agents Groups administration window.

To Add a New Agent to the Agents List:

1 In the Administration application window, click the Agents tab below the list at the left of

the window.

-OrClick Entities > Agents.

2 In the Agents Configuration window, click the New button. The New Agent dialog box

appears.

3 Enter Name, Number, and Password in the appropriate fields, and then click Finish.

3Com® eXchange Call Center Administration Guide 15

Configuring Agents Details

Use the Details page of the Agents Configuration window to configure the details of agents in the system.

To Open the Details Page:

1 Click the Agents tab below the list.

-OrSelect the Agents option from the Entities menu.

2 Click the Details tab at the top of the Agents Configuration window.

The Details page of the Agents Configuration window displays the details for the currently selected agent in the Agents list.

Table 8 describes the fields and buttons.

Table 8 Details Page of the Agents Configuration Window

Field, Button, or Area Description

Name The name of the selected agent. Number The identification number of the selected agent. Password

Class Of Service (CoS)

Call Answer Strategy

Group select

The 3Com eXchange Agent uses this password together with the agent number to log on to the 3Com eXchange system.

The Class of Service to which the agent belongs. CoS determines the permissible operations for this agent. For example, the CoS may prevent the agent from being able to pick up calls from the queue.

Use this area to define the method by which an incoming call is routed to the agent when the agent becomes available.

The strategy has two stages: 1) Determine the set of calls to be considered for routing and then 2) Select, from the set, a single call to route to the agent.

Click the appropriate radio button in this area to define the criteria for selecting the set of calls:

 By scanning groups in the order in which they

appear in the agent's group list.

 By all groups without any priority  By TSF, that is, by how well the group is

providing the level of service defined for it, judged by the Target ASA (Average Speed of Answer).

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Call select

Click the appropriate radio button in this area to define the criteria for selecting a single call to route to the agent:

 Answer the call that has been waiting the

longest time

 Answer the call that has the highest priority  Answer the call whose requirements are best

suited to the agent (that is, the best skill fit)

To save the Changes That You Made to the Configuration:

Click Save below the Details page.

To undo the Previous Change That You Made to the Configuration:

Click Undo.

To open the Help Topic for the Agents Configuration Dialog Box:

Click Help.

Configuring Agents Groups

Use the Groups page of the Agents Configuration dialog box to edit the Primary Groups assignment for agents in the system.

To Open the Groups Page:

1 Click the Agents tab below the Agents list. 2 Click the Groups tab at the top of the Agents Configuration window.

The Agent Groups dialog box appears.

3Com® eXchange Call Center Administration Guide 17

Figure 3 Agent Groups Window Dialog Box

The Groups tab of the Agents Configuration window displays the current groups configured for the selected agent in the Agents list. The Agents Groups list contains the primary groups to which the selected agent belongs. The selected agent becomes member of these groups after performing Primary login. Table 9 describes the areas.

Table 9 Agents Group List

Agent's Groups

Available Groups This area displays the Name of all the available (unassigned) groups in the system.

This area displays the Order and Name of all the currently assigned groups for the agent. The assignment configuration can be edited as required.

For agents who are assigned a Call Answer Strategy of "by group list order," the list order defines from which group the agent will pick the next call. The first group has priority over the second group when routing agent calls. For this reason, the Sort/Order option cannot be used for this list. (For a full description, see “Call Answer Strategy” in “Configuring Agents Details.”)

To Assign a Group to the Selected Agent:

1 Select the required group in the Available Groups list. 2 Drag and drop it into the Agent's Groups list, or click Add.

To Assign More Than One Group to the Selected Agent:

1 Use Ctrl+Click to select the required groups from the Available Groups list. 2 Drag and drop it into the Agent's Groups list, or click Add. To assign all groups to the

selected agent, click Add all.

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To Un-assign a Group from the Selected Agent:

1 Click the group that you want to remove from the Agent's Groups list. 2 Drag and drop it into the Available Groups list, or click Remove.

To un-assign more than one group from the selected agent:

1 Click the groups to be removed from the Agent's Groups list using the <Ctrl>+<Left

mouse button click>.

2 Drag and drop it into the Available Groups list, or click the Remove button. To remove all

groups, click Remove all.

To Change the Order of the Groups:

Click the group to be moved and drag and drop it into the required position in the list.

To save the changes made to the configuration:

Click Save below the Groups page.

To undo the previous change that you made to the configuration:

Click Undo.

To open the help topic for the agent's configuration:

Click Help.

Configuring the Agents COS

The figures in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. See the Help topics for feature details.

Agent Class of Service (CoS) enables the system administrators to control the set of capabilities that are available to the agents. For example, one of the features available to agents is the means to change their toolbar. If, in some environments, there is a reason not to enable the agents to change the toolbar, the administrator can create an Agent COS that disables this feature and then assign the relevant agents to this COS.

Changes to the agent COS take effect after the agents log on the next time.

3Com® eXchange Call Center Administration Guide 19

To Add a New Agent COS to the Agents COS List:

1 In the Agents Configuration window, click the COS tab located below the list. 2 Click New. The New COS Details dialog box appears.

Figure 4 New COS Details Dialog Box

3 Enter a Name for the new COS. 4 Select the relevant radio buttons to define the new agents COS. 5 Click Finish.

The newly defined agents COS now appears in the Agents COS list.

To Configure the Agents COS Details

Use the Details page of the Agent COS Configuration dialog box to set or reset the available features to the selected COS.

To open the page:

1 Click the COS tab below the list. 2 Click the Details tab at the top of the Agents COS Configuration dialog box.

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The Agents COS Details dialog box appears.

Figure 5 The Agent COS Details Dialog Box

Table 10 describes the Details page of the Agents COS configuration dialog box.

Table 10 Details of Agents COS

Name The Name of the Selected Agents Class of Service

ACD Functions The set of ACD functions that may be enabled or disabled by the COS. Initiate Specific Login/Logout

Display Options

Change Toolbar Layout

Change Window's columns

This set of options gives or denies the agent the ability to design the agent workspace (toolbar, windows, and so on)

This checkbox, if checked, enables the agents who belong to the selected COS to use the specific login and logout buttons to log into or out of a single group. The specific group may or may not be part of the agent's primary groups list. This checkbox, if checked, also enables the agent to use the Login Manager.

This checkbox, if checked, enables the agent to add or remove buttons to or from the agent toolbar

This checkbox, if checked, enables the agent to add or remove columns from the agent’s windows (for example, the ACD calls window).

3Com® eXchange Call Center Administration Guide 21

Windows Allowed

This set of options gives or denies the agent the permission to use each of the windows the agent may work with

Setup

Call Status

Calls Log

Telephony

Agent Board If checked, enables the agent to use the agent board.

If checked, enables the agent to use the setup window

If checked, enables the agent to use the call status window. This window displays each active call at the agent extension. (Active means a call on hold, a ringing call, a call the agent is talking on, a call that the agent is initiating, and so on.)

If checked, enables the agent to use the calls log window. This window displays all calls that were handled by the agent during this shift (since last primary login), and the agent may add log information on each call.

If checked, enables the agent to use the telephony option.

To Configure the Agents COS Agents

Use the Agents page of the Agents COS Configuration dialog box to assign or un-assign agents to or from the selected COS.

To open this page:

1 Click the COS tab below the list. 2 Click the Agents tab at the top of the Agents COS Configuration dialog box.

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Figure 6 The Agents COS Agents Dialog Box

The Agents page of the Agents COS Configuration dialog box displays the agents currently assigned to the selected Agent COS in the COS list. It contains the following areas.

Table 11 COS Agents

COS Agents

Available Agents

This area displays the Name and Number of all agents currently assigned to the Agents COS.

This area displays the Name and Number of all agents that are not assigned to any COS.

To Assign an Agent to the Selected Agents COS:

1 Click the required agent from the Available Agents list. 2 Drag and drop it into the COS Agents list, or click Add.

To Assign More Than One Agent to the Selected Agents COS:

1 Select the required agents from the Available Agents list (using the <Ctrl><Left mouse

button click>).

2 Drag and drop it into the COS Agents list, or click Add.

3Com® eXchange Call Center Administration Guide 23

To Assign All Available Agents to the Selected Agents COS:

Click the Add all button.

To Un-assign an Agent from the Selected Agents COS:

1 Click the agent to be removed from the COS Agents list 2 Drag and drop it into the Available Agents list, or click Remove.

To Un-assign More Than One Agent from the Selected Agents COS:

1 Click the agents to be removed from the COS Agents list (using the <Ctrl>+<Left mouse

button click>).

2 Drag and drop it into the Available Agents list, or click Remove.

To Un-assign All Agents from the Selected Agents COS:

Click Remove all.

To Change the Order of the Groups:

Click the group to be moved and drag and drop it into the required position in the list.

To save the changes that you made to the configuration:

Click Save below the Groups page.

To undo the previous change that you made to the configuration:

Click Undo.

To open the help topic for the agent's configuration:

Click Help.

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Configuring Groups

The figures in this guide may not represent exactly what you see on your monitor in all details. Use them only as guidelines. See the Help topics for feature details.

The

icon in the Help topic text denotes that this particular function is NOT

available in the eXchange Call Center.

Use the Groups Configuration dialog box to view and edit the information for each group in the system. In addition, new groups may be added and existing groups deleted from the system.

To Open the Groups Configuration Dialog Box:

Click the Groups button in the Toolbar of the main application window.

OR Select the Groups option from the Entities menu.

Figure 7 Group Details Configuration Dialog Box

3Com® eXchange Call Center Administration Guide 25

Table 12 describes the Groups Configuration dialog box.

Table 12 Groups Configuration

Name Description

Groups List

New

Delete

Tabs Area

Save

This scrollable list displays the Name and Number of all the groups in the system. Use the four navigational buttons below the list to move up and down the list, and jump to the beginning or end of the list.

Click on any group in the list to see the list of options for sorting the list by Name or Number.

Click this button to activate a wizard that enables you to add a new group to the list. To add a new group to the Groups list:

1 Click the New button below the groups list. The New Group Wizard appears. 2 Enter Name and Number for the new group, and click the Finish button.

The newly defined group then appears in the Groups list.

Note: The Group Number is a virtual DN used by the 3Com eXchange system to identify the group. This DN must be unique throughout the PBX numbering plan.

Click this button to delete a group from the group list. To delete a group from the groups list, select the group to be removed from the list and click Delete.

Note: Deleting a group also deletes all of its statistics.

This area, at the right of the groups list, contains tabs that enable the configuration of the selected group's Details, Agents and Thresholds

Click Save to save any changes that you made to the selected group's configuration.

Undo

Help

Click Undo to undo the previous change that you made to the selected group's configuration.

Click Help to open the context-sensitive Help topic for the selected group's configuration.

Configuring Groups Details

Use the Details page of the Groups Configuration window to configure the details of groups in the system.

To open the Details page, click the Details tab at the top of the Groups Configuration dialog box. Table 13 describes the elements of this tab.

Table 13 Group Details

Name A unique name for the group Number

Short Calls Threshold

A unique number for the group. Note: The Group Number is a virtual DN used by the 3Com eXchange system to identify the group. This DN must be unique throughout the PBX numbering plan.

A number representing the number of seconds in which a call must end in order to be counted as a short call in the Historical Reports

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Configuring the Groups Agents

Use the Agents page of the Groups Configuration window to edit the Agents configuration for groups in the system

To open the Agents Page:

Click the Agents tab at the top of the Groups Configuration window.

Figure 8 The Group Agents Configuration Dialog Box

The Agents page of the Groups Configuration window displays the current agents configuration for the selected group in the Groups list. Table 15 describes the two lists.

Table 14 Group List

Group's Agents A scrollable list of agents that belong to the group.

Because the order in the list may affect the calls routing (see Agent Search Criteria in Configuring Services Details, be careful how you order the list.

Available Agents

A scrollable list displaying all of the agents in the systems that are not assigned to this group.

To Assign an Agent to the Selected Group:

1 Click the required group from the Available Agents list. 2 Drag and drop it into the Group's Agents list, or click the Add button.

3Com® eXchange Call Center Administration Guide 27

+ 63 hidden pages

3Com EXCHANGE CALL CENTER Administrator Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

3Com® eXchange Call Center Administration Guide

CONTENTS

ABOUT THIS GUIDE

Conventions

Related Documentation

Documentation Comments

Registration, Warranty, and Support Information

Disclaimer

CHAPTER 1: OVERVIEW OF THE 3COM EXCHANGE CALL CENTER

Engine Module

Admin Module

Visor Module

Agent Module

CHAPTER 2: EXCHANGE CALL CENTER ADMINISTRATION OVERVIEW

Starting 3Com eXchange Administration

The Administration Application Main Window

Menus on the Administration Application Menu Bar

CHAPTER 3: CONFIGURING THE ENTITIES

Defining a New Agent

Configuring Agents Details

Configuring Agents Groups

Configuring the Agents COS

Configuring Groups

Configuring Groups Details

Configuring the Groups Agents