3com IP Contact Center Desktop User’s Guide
3Com® IP Contact Center
Desktop User’s Guide
System Release 7
http://www.3com.com/
Part Number 900-0361-01, Rev. AA
Published May 2006
3Com Corporation
350 Campus Drive
Marlborough, MA 01752-3064
Copyright © 2006, 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 of any kind, either implied or
expressed, including, but not limited to, the implied warranties of merchantability 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.
UNITED STATES GOVERNMENT LEGENDS:
If you are a United States government agency, then this documentation and the software described
herein are provided to you subject to the following:
United States Government Legend: All technical data and computer software is commercial in
nature and developed solely at private expense. Software is delivered as Commercial Computer
Software as def ined 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 guide.
Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may
or may not be registered in other countries.
3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of
3Com Corporation. Shutters is a registered trademark of Nuasis Corporation.
Other brand and product names may be registered trademarks or trademarks of their respective
holders.
Contents
About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Who Should Read This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
How This Guide Is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Related Publications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Books (PDF Format) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Quick Reference Guides (PDF format). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Chapter 1. Introduction to the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . 15
Understanding 3Com IP Contact Center Concepts. . . . . . . . . . . . . . . . . . . . . . . . .16
Levels of Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Users, Agents, Teams, and Supervisors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
User Roles, Feature Sets, and Classes of Service . . . . . . . . . . . . . . . . . . . . . . . . 18
3Com IPCC Desktop Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .21
Voice . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
E-mail Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Web Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Contact History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Management Applications Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3Com IPCC Real-Time Status Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
3Com IPCC Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Administrative Applications Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
3Com IPCC Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26
3Com IPCC Workflow Builder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27
Media Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Chapter 2. Working in the 3Com IPCC Desktop Environment . . . . . . . . 31
Before You Start . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Logging On to the 3Com IPCC Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33
3Com IPCC Desktop Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Desktop Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Desktop Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Contact Panel Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Personal Status Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39
Alerts Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Bulletin Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
3Com IP Contact Center Desktop User’s Guide 3
Contents
Shutters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .40
3Com IPCC Workspace. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .41
User States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .42
Contact Types and Contact Panel States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Contact Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45
Contact Panel States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Managing 3Com IPCC Desktop Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47
Opening Application Windows from the Desktop Toolbar . . . . . . . . . . . . . . .48
Opening Applications from Shutters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .49
Minimizing and Maximizing Application Windows . . . . . . . . . . . . . . . . . . . . .50
Maximizing a Window in the 3Com IPCC Workspace. . . . . . . . . . . . . . . . .51
Minimizing a Window to Shutters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .52
Switching Between Two Application Windows . . . . . . . . . . . . . . . . . . . . . . . . .52
Opening Applications Outside the 3Com IPCC Workspace. . . . . . . . . . . . . . .54
Closing Applications Managed by the 3Com IPCC Desktop . . . . . . . . . . . . . .55
Viewing Your Personal Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Viewing the Personal Status Panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
Viewing the My Statistics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .58
User State Statistics Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .59
Contact Handling Statistics Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Classification Statistics Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60
Viewing Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61
Resizing the Bulletin Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Getting Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .63
Accessing Help for the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Using the Controls in the Help Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
Topic-Only View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .65
Frameset View. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Finding a Help Topic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67
Resizing the Help Navigation Frame . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68
Printing a Help Topic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .69
Troubleshooting Online Help Access Problems . . . . . . . . . . . . . . . . . . . . . . . . .69
Changing Your 3Com IPCC Desktop Logon Password . . . . . . . . . . . . . . . . . . . . .70
Understanding Remote Access Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .71
Using a Phone Other Than the IPCC Soft Phone. . . . . . . . . . . . . . . . . . . . . . . . . . .72
Logging Off the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .73
Chapter 3. Handling Immediate-Assistance Contacts . . . . . . . . . . . . . . . .75
Changing User States . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76
Notifying the System That You Are Available . . . . . . . . . . . . . . . . . . . . . . . . . .76
Entering and Leaving the Wrap-Up State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .77
4 3Com IP Contact Center Desktop User’s Guide
Contents
Placing Yourself in the Idle State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Issuing an Idle Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Changing an Idle Reason . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Receiving Immediate-Assistance Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Contact Panel Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
When a Contact Is Routed to You . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .82
Manual Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Automatic Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Accepting an Immediate-Assistance Contact . . . . . . . . . . . . . . . . . . . . . . . . . . .84
Handling a Redirected Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Consulting a Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Being Monitored or Coached by a Supervisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Being Monitored by a Supervisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Being Coached by a Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
When a Supervisor Barges In on a Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . .89
Requesting Emergency Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Entering Wrap-Up Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Disconnecting a Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Chapter 4. Using Voice Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Answering a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Manually Answering a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Automatically Answering a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Putting a Call on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Transferring a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Transferring a Call to Another User. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Transferring a Call to a Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Establishing a Conference Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Putting a Conference Call on Hold. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Disconnecting a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Transferring a Conference Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
Disconnecting a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Preventing the Other Party from Hearing You . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Recording a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Making a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Making an Internal Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Calling Your Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Making an External Call. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
Handling a Customer Callback Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
3Com IP Contact Center Desktop User’s Guide 5
Contents
Accessing Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Listening To and Handling Voice Messages Left By Customers . . . . . . . . . .120
Listening to a Voice Message Left By a 3Com IPCC Desktop User . . . . . . . .122
Listening to Voice Messages from a Remote Location . . . . . . . . . . . . . . . . . . .123
About Remote Voice Message Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .123
Listening to Your Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124
Working with Phone Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
Opening the Phone Controls Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
Generating Touch Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .126
Adjusting the Volume on Your Headset. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .127
Playing the Incoming Call Ring on an Alternate Speaker . . . . . . . . . . . . . . .128
Chapter 5. Using E-mail Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .129
About Deferred-Assistance and Immediate-Assistance Contacts . . . . . . . . . . . .129
Working with Microsoft Outlook Express. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
Logging On to Your Account in Outlook Express . . . . . . . . . . . . . . . . . . . . . .132
Working in the Outlook Express Window. . . . . . . . . . . . . . . . . . . . . . . . . . . . .134
About E-mail Folders. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .135
About the Message List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .138
About the Preview Pane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .139
Getting Help for Microsoft Outlook Express. . . . . . . . . . . . . . . . . . . . . . . . . . .140
Handling Deferred-Assistance Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .140
Browsing Classification Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141
Viewing a Message List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .142
Changing the Column Width in a Message List . . . . . . . . . . . . . . . . . . . . .143
Searching for Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143
Sorting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .144
Working with E-mail Threads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Claiming a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .145
Viewing a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147
Responding to Deferred-Assistance Contacts. . . . . . . . . . . . . . . . . . . . . . . . . .148
Replying to Deferred-Assistance E-mail Messages. . . . . . . . . . . . . . . . . . .149
About Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .150
About Callback Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .151
Forwarding a Deferred-Assistance Message. . . . . . . . . . . . . . . . . . . . . . . . . . .152
Deleting a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .154
Handling Messages Escalated to Immediate Assistance . . . . . . . . . . . . . . . . . . .155
Accepting an E-mail, Voice Message, or Callback Contact . . . . . . . . . . . . . . .155
Replying to E-mail, Voice Message, and Callback Contacts . . . . . . . . . . . . . .157
Transferring an E-mail, Voice Message, or Callback Contact to
Another User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .158
6 3Com IP Contact Center Desktop User’s Guide
Contents
Transferring an E-mail, Voice Message, or Callback Contact to
a Classification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
Sending E-mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .160
Sending a New E-mail Message to Another 3Com IPCC Desktop User . . . 161
Using the 3Com IPCC Desktop to Send a New E-mail Message . . . . . . . 161
Using Outlook Express to Send a New E-mail Message . . . . . . . . . . . . . . 163
Consulting a Supervisor by E-mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Sending a New E-mail Message to an External Address . . . . . . . . . . . . . . . . 165
Receiving E-mail Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166
Receiving E-mail Messages From Other 3Com IPCC Desktop Users . . . . . .166
Receiving E-mail Messages From External E-mail Addresses . . . . . . . . . . . . 167
Replying to an External E-mail Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
E-mail Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
Creating E-mail Templates. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169
Modifying an Existing E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Using E-mail Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Deleting an E-mail Template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .171
Searching the Archives . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .172
Chapter 6. Using 3Com IPCC Web Collaboration Features . . . . . . . . .175
About 3Com IPCC Web Collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Web Collaboration Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176
Meet-Me Session Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
About the 3Com IPCC Web Collaboration Window. . . . . . . . . . . . . . . . . . . . . . . 177
Agent’s View of the Web Collaboration Window . . . . . . . . . . . . . . . . . . . . . .177
Resizing Web Collaboration Window Components . . . . . . . . . . . . . . . . . . . . 180
Caller’s View of the Web Collaboration Window . . . . . . . . . . . . . . . . . . . . . . 181
Supported Web Collaboration Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .182
Handling Web Collaboration Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183
Answering a Web Collaboration Request . . . . . . . . . . . . . . . . . . . . . . . . . . . . .184
Manually Answering a Web Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Automatically Answering a Web Contact . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Viewing Caller Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185
Exchanging Text Messages with a Web Collaboration Participant . . . . . . . . 186
Sharing Web Pages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .187
Helping a Caller Complete an Online Web Form . . . . . . . . . . . . . . . . . . . . . . 188
Highlighting Text on a Web Page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Calling a Customer During a Web Collaboration Session . . . . . . . . . . . . . . .189
Handling a Meet-Me Session. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Locating Your Meet-Me ID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Initiating a Meet-Me Session with a Caller . . . . . . . . . . . . . . . . . . . . . . . . . 192
3Com IP Contact Center Desktop User’s Guide 7
Contents
Initiating a Web Collaboration Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193
Initiating a 3Com IPCC Web Collaboration Session with Another User . . .193
Consulting a Supervisor by Web Chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .195
Transferring a Web Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .197
Transferring a Web Contact to Another User . . . . . . . . . . . . . . . . . . . . . . . . . .197
Transferring a Web Contact to a Classification . . . . . . . . . . . . . . . . . . . . . . . . .199
Handling a Redirected Web Contact. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .200
Establishing a Web Collaboration Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . .200
Disconnecting a Web Collaboration Conference. . . . . . . . . . . . . . . . . . . . . . . .202
Transferring a Web Collaboration Conference . . . . . . . . . . . . . . . . . . . . . . . . .202
Disconnecting a Web Contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .203
Chapter 7. Viewing Contact History. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .205
About 3Com IPCC Contact History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .206
Starting 3Com IPCC Contact History Viewer . . . . . . . . . . . . . . . . . . . . . . . . . .207
Working in the 3Com IPCC Contact History Viewer Window. . . . . . . . . . . .208
Searching for Prior Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .209
Performing a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .209
Stopping a Search in Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Resetting the Date Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Resetting the Search Criteria. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .212
Reviewing the Search Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .213
Viewing a List of Contacts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .214
Viewing Contact Summary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .215
Viewing Contact Segments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .217
Refining Your Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .221
Reviewing E-mail Messages, Web Collaboration Transcripts, and
Voice Recordings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222
Viewing Handled E-mail Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .222
Viewing Web Collaboration Transcripts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .224
Playing Recorded Voice Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .225
Playing Recorded Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .226
Playing Emergency Notification Recordings. . . . . . . . . . . . . . . . . . . . . . . . . . .227
Chapter 8. Supervising the Workforce . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .229
Sending Bulletins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .230
Logging Off an Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .232
Monitoring Agents and Classifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .234
Understanding Basic and Expanded Agent Monitoring. . . . . . . . . . . . . . . . .235
About Basic Agent and Classification Monitoring . . . . . . . . . . . . . . . . . . . . .236
About Expanded Agent Monitoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .237
8 3Com IP Contact Center Desktop User’s Guide
Contents
Monitoring an Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .238
Monitoring a Classification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
Coaching an Agent. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 243
Using the Barge-In Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Recording Monitored and Coached Agents and Classifications. . . . . . . . . . . . .246
Recording Guidelines. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
About the Recorded Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
Recording Monitored and Coached Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249
Monitoring Alerts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 250
Monitoring System Alarms and Emergency Notifications . . . . . . . . . . . . . . . . .252
Viewing a System Alarm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .253
Receiving, Viewing, and Listening to Emergency Notifications . . . . . . . . . . 253
Viewing an Emergency Notification on the Bulletin Bar . . . . . . . . . . . . . 254
Reviewing an Emergency Notification Recording or Transcript . . . . . . . 255
Chapter 9. Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Handling 3Com IPCC Desktop Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257
Logon Node list is empty. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
Cannot log on to the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . . . . . . . .258
Failed to respond to a contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 258
IPCC Phone Set rings whenever it is placed on-hook . . . . . . . . . . . . . . . . . . . 259
Cannot save a workflow to your local computer. . . . . . . . . . . . . . . . . . . . . . . 259
Received a second immediate-assistance contact while connected
to Web contact . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260
“Play incoming call ring on an alternate speaker” setting is not
retained after logging off the 3Com IPCC Desktop . . . . . . . . . . . . . . . . . . . . . 261
Applications configured to be managed by Shutters appear as
unmanaged windows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261
Applications configured to open outside 3Com IPCC workspace
behave unpredictably. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .261
Cannot view results of provisioning changes. . . . . . . . . . . . . . . . . . . . . . . . . . 262
Handling Voice Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .262
Caller cannot hear the conversation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .262
You cannot hear the caller . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .263
The 3Com IP Contact Center system disconnects a voice contact. . . . . . . . . 264
Handling E-mail Problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Sent an e-mail message and it remained in the Outlook Express
Outbox folder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
Outlook Express closes unexpectedly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 265
No longer receive voice message or callback contacts . . . . . . . . . . . . . . . . . . 266
Transferred e-mail, voice message, or callback contact does not escalate . . 266
Voice message link in e-mail message does not play voice message. . . . . . . 267
3Com IP Contact Center Desktop User’s Guide 9
Contents
Handling Web Collaboration Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267
Content in a 3Com IPCC Web Collaboration window is replaced
by a Web page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .267
Microsoft Internet Explorer closes frequently . . . . . . . . . . . . . . . . . . . . . . . . . .268
Web collaboration session is unexpectedly disconnected . . . . . . . . . . . . . . . .268
Handling internal Web collaboration transfers. . . . . . . . . . . . . . . . . . . . . . . . .269
Handling 3Com IPCC Contact History Viewer Problems . . . . . . . . . . . . . . . . . .270
Cannot see all the content in the 3Com IPCC Contact History
Viewer window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .270
Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .283
10 3Com IP Contact Center Desktop User’s Guide
PREFACE
About This Guide
This guide provides instructions for using the 3Com® IPCC Desktop to
perform tasks within the 3Com IP Contact Center system. Though this
guide is written primarily with agents and supervisors in mind, all 3Com
IPCC Desktop users can use this guide to learn about
3Com IP Contact Center components and functions, and applications
managed by the 3Com IPCC Desktop.
Who Should Read This Guide
This guide is intended for all 3Com IPCC Desktop users who use the
3Com IPCC applications to perform their jobs. No previous experience with
the 3Com IP Contact Center environment is required.
How This Guide Is Organized
The chapters in this guide provide the following information:
Chapter 1, “Introduction to the 3Com IPCC Desktop,” describes the levels
of assistance available through the 3Com IP Contact Center and common
3Com IP Contact Center concepts. It also provides a brief overview of the
3Com IPCC Desktop and applications.
Chapter 2, “Working in the 3Com IPCC Desktop Environment,” describes
what you need to do before you start working with the 3Com IPCC
Desktop, including how to log on, work with the 3Com IPCC Desktop
windows, get help, change your password, and log off the 3Com IPCC
Desktop. It also provides tips for users who use a phone other than the
IPCC Soft Phone.
3Com IP Contact Center Desktop User’s Guide 11
About This Guide
Chapter 3, “Handling Immediate-Assistance Contacts,” explains how to
change user states, receive and disconnect immediate- assistance contacts,
request assistance, consult with a supervisor, be monitored or coached by a
supervisor, and enter wrap-up data.
Chapter 4, “Using Voice Features,” explains how to handle voice contacts,
make and transfer calls, generate touch tones, record voice calls, adjust the
volume on the your headset speaker, and use the mute function. It also
describes how to access your voice messages from the 3Com IPCC Desktop
and a remote location.
Chapter 5, “Using E-mail Features,” provides a description of
deferred-assistance and immediate-assistance e-mail contacts, and explains
how to work in Microsoft Outlook Express, use the e-mail management
system to handle deferred e-mail contacts, and handle e-mail contacts that
have been escalated to immediate assistance. It also describes how to create
an e-mail template and search the Archive folders for a specific message.
Chapter 6, “Using 3Com IPCC Web Collaboration Features,” explains how
to use 3Com IPCC Web Collaboration to accept Web contacts and meet-me
requests, initiate a Web collaboration session, exchange text messages, share
Web pages, and use other 3Com IPCC Web Collaboration features.
Chapter 7, “Viewing Contact History,” explains how to use 3Com IPCC
Contact History Viewer to research previously handled contacts, play voice
messages and voice recordings, view Web collaboration transcripts, and
search for e-mail messages.
Chapter 8, “Supervising the Workforce,” describes supervisory tasks you
can perform with the 3Com IPCC Desktop and its applications, including
monitoring and coaching agents, recording calls while monitoring or
coaching agents, sending bulletins, and monitoring alarms.
Chapter 9, “Troubleshooting,” provides advice for problems and issues
that you might encounter while working with your 3Com IPCC
applications.
A glossary and index are included at the back of this guide.
12 3Com IP Contact Center Desktop User’s Guide
Related Publications
The following lists describe other 3Com IP Contact Center publications.
Books (PDF Format)
Title Description
Related Publications
3Com IP Contact Center
Administrator Guide
3Com IP Contact Center
Management Information
Guide
3Com IP Contact Center
Workflow Builder User’s
Guide
3Com IP Contact Center
Desktop Installation
Instructions
Detailed instructions for using 3Com IPCC Administrator
to configure and maintain the resources in your
3Com IP Contact Center.
Detailed instructions for using 3Com IPCC Real-Time
Status Viewer and 3Com IPCC Reporter to view and
monitor system and user status. Real-Time Status Viewer
is used to monitor and analyze real-time information and
Reporter is used to collect and review consolidated
historical information.
Detailed instructions for using 3Com IPCC Workflow
Builder to create and edit workflows. A workflow is a set
of instructions for processing and delivering contacts,
managing agents, and controlling system-level behaviors.
Detailed instructions for configuring user computers and
installing the 3Com IPCC Desktop software components. It
also describes how to remove the software that is
installed as part of the 3Com IPCC Desktop installation.
Quick Reference Guides (PDF format)
Title Description
3Com IP Contact Center
Desktop Quick Reference
3Com IP Contact Center
Desktop Supervisor Quick
Reference
Concise instructions for logging on to the 3Com IPCC
Desktop, accessing 3Com IPCC applications typically used
by agents to handle e-mail, voice, Web, voice message,
and callback contacts, and using 3Com IPCC
History Viewer.
Concise instructions for performing common supervisor
tasks, including monitoring and coaching agents, sending
bulletins, logging off users, and accessing real-time and
historical reports.
Contact
3Com IP Contact Center Desktop User’s Guide 13
About This Guide
14 3Com IP Contact Center Desktop User’s Guide
CHAPTER 1
Introduction to the 3Com IPCC
Desktop 1
The 3Com IPCC Desktop provides an integrated set of applications that
enable you to provide the appropriate level of assistance to your
customers—whether they interact with you by telephone, e-mail, or
interactive Web collaboration sessions.
This chapter briefly describes the 3Com IPCC applications and the media
types supported by the 3Com IP Contact Center system. It also introduces
important 3Com IP Contact Center concepts—including levels of assistance,
user roles, feature sets, classes of service, media types, and the agent,
supervisor, and team relationship.
Topics covered in this chapter:
■ Understanding 3Com IP Contact Center Concepts
■ 3Com IPCC Desktop Overview
■ Management Applications Overview
■ Administrative Applications Overview
■ Media Types
3Com IP Contact Center Desktop User’s Guide 15
Chapter 1: Introduction to the 3Com IPCC Desktop
Understanding 3Com IP Contact Center Concepts
To use the 3Com IPCC Desktop effectively, you need to understand several
concepts used in the 3Com IP Contact Center environment.
Topics covered in this section:
■ Levels of Assistance
■ Users, Agents, Teams, and Supervisors
■ User Roles, Feature Sets, and Classes of Service
Levels of Assistance
The 3Com IP Contact Center system classifies and prioritizes contacts based
on levels of assistance. Each level has different resource requirements and
treatment methods.
■ Self-service is for your customers who want to get information
themselves while maintaining the option of being escalated to deferred
or immediate assistance to complete their transactions. In the
3Com IP Contact Center system, self-service contacts include contacts
handled by informational announcements, including the 3Com
interactive voice response (IVR) capability, and information posted on a
Web s ite.
■ Deferred assistance is for your customers who require assistance but
are willing to wait. Because these customers expect a response within a
finite period of time, automatic escalation to immediate assistance
ensures that their expectations are met in an effective and timely
manner. Deferred-assistance contacts typically include e-mail messages,
callback requests, and voice messages (which are delivered to 3Com
IPCC Desktop users as links in e-mail messages).
■ Immediate assistance is for your customers who require assistance as
soon as possible. Immediate-assistance contacts typically include Web
collaboration requests, phone calls, and escalated e-mail messages
(including e-mail messages with links for callback requests and voice
messages).
16 3Com IP Contact Center Desktop User’s Guide
Understanding 3Com IP Contact Center Concepts
Users, Agents, Teams, and Supervisors
A user is any person who has access privileges to the
3Com IP Contact Center. Users can be located on-site or at a remote
location. They access the features offered by the 3Com IP Contact Center
voice functionality using the IPCC Soft Phone or an alternative phone
device such as a traditional telephone.
Note: Unless specifically noted otherwise, all instructions in this guide apply to
both users who use the IPCC Soft Phone and users who use an alternative phone
device. For more information about alternative phone devices, see “Using a Phone
Other Than the IPCC Soft Phone” on page 72.
An agent is a user whose role includes the Contact Handling feature set. An
agent handles contacts and interacts with customers, other agents, and other
people in the agent’s organization. (For information about roles and feature
sets, see “User Roles, Feature Sets, and Classes of Service” on page 18.)
A team is a group of users whose roles include the Contact Handling feature
set. All users who handle contacts must be assigned to a team. A user can be
a contact-handling member of only one team.
A supervisor is a user whose role includes the Management feature set. A
supervisor can be designated as the supervisor of one or more teams. A
supervisor can supervise and handle contacts for the team to which he or
she belongs (thus “supervising” himself or herself) or supervise a team and
not belong to any team as a contact-handling member.
Team supervisors can do the following:
■ Access real-time status views
■ View historical reports (if authorized to do so by their assigned class of
service)
■ Monitor, coach, and barge in on agents who are members of the teams
they supervise (if authorized to do so by their assigned class of service)
■ Receive notification when a user on their team clicks the Report
Emergency button on the 3Com IPCC Desktop.
3Com IP Contact Center Desktop User’s Guide 17
Chapter 1: Introduction to the 3Com IPCC Desktop
User Roles, Feature Sets, and Classes of Service
Your user role is associated with several feature sets that each contain core
functionality and a group of class of service settings. The class of service
settings determine the 3Com IPCC Desktop functions to which you have
access. Following is a brief description of user roles, feature sets, and classes
of service:
■ User roles. When you work in the 3Com IPCC Desktop environment,
you are assigned a user role. A user role is constructed from the
functionality associated with three or more feature sets.
The 3Com IP Contact Center system includes four default user roles:
Agent, Supervisor, Administrator, and Executive.
Though 3Com IP Contact Center administrators cannot change the
default roles, they can use them as they are configured or as the basis to
create new unique roles to suit their business needs.
■ Feature sets. The 3Com IP Contact Center system includes eight feature
sets: Common, Desktop, Contact Handling, Ring-Through,
Management, Application, Strategic, and System. Each user role is
constructed from the functionality associated with three or more feature
sets: the Common and Desktop feature sets—which provide basic
contact center functionality—and one or more additional feature sets.
Each feature set consists of core functionality and, except for the System
feature set, a group of settings that are configured and saved as a class of
service. For example, the default Agent user role is associated with the
Common, Desktop, Contact Handling, and Ring-Through feature sets.
If you are assigned the default Agent user role, you are also assigned a
class of service for each of these feature sets.
The following table lists and briefly describes the feature sets included
in each default user role. The table uses the following abbreviations:
Agent (Agent), Sup (Supervisor), Admin (Administrator), and Exec
(Executive).
18 3Com IP Contact Center Desktop User’s Guide
Understanding 3Com IP Contact Center Concepts
Feature set Description Agent Sup Admin Exec
Common Provides the basic functionality of the 3Com
IPCC Desktop, such as which trunk groups
are accessible to the user for outbound calls,
which types of routed calls the user can
receive, whether the Web application starts
automatically, and if the calls waiting
indicator is displayed.
Desktop Provides a way to specify which applications
are available to the 3Com IPCC Desktop
user, whether they are managed
applications, and their relative sizes and
positions. This feature set can be configured
only by a user with technician privileges.
Contact
Handling
Ring-Through Provides a way to specify the type of calls
Management Enables users to supervise teams, view the
Enables users to perform tasks such as
handling contacts, viewing personal
statistics, and playing back recordings. This
feature set is required for roles that include
the Ring-Through feature set.
Note: Users whose roles do not include the
Contact Handling feature set (such as the
default Executive user role) can still make
outbound calls, make and receive internal
voice calls, initiate and participate in internal
Web collaboration conferences, and send
and receive e-mail messages.
that can be delivered to an agent during
each type of immediate-assistance contact
and each user state. This feature set is
required for roles that include the Contact
Handling feature set.
Alerts panel on their 3Com IPCC Desktop,
access 3Com IPCC Real-Time Status Viewer
to view statistics for their teams and
classifications, and receive emergency
notifications from members of teams that
they supervise. When the corresponding
classes of service settings are enabled, users
can also access 3Com IPCC Reporter to view
historical reports, monitor and coach agents,
and send bulletins to supervisors and all
logged-on members of a team or teams
supervised by the user.
XX X X
XX X X
XX X
XX
XX
3Com IP Contact Center Desktop User’s Guide 19
Chapter 1: Introduction to the 3Com IPCC Desktop
Feature set Description Agent Sup Admin Exec
Application Provides access to 3Com IPCC Administrator
and its features and capabilities, 3Com IPCC
Workflow Builder, and all information
available through 3Com IPCC Real-Time
Status Viewer. This feature set also enables
the user to send bulletins to all users, all
logged-on administrators, all logged-on
supervisors, or all logged-on members of a
team or teams supervised by the user, and to
receive emergency notifications.
Strategic Provides access to 3Com IPCC Reporter for
viewing historical reports and to all the
information available through 3Com IPCC
Real-Time Status Viewer. When the “Allow
user to send bulletins” class of service
setting is enabled, this feature set also
enables a user to send bulletins to all users,
all logged-on administrators, all logged-on
supervisors, or all logged-on members of a
team or teams supervised by the user.
System Reserved for future use.
■ Classes of service. A class of service is a collection of preconfigured
X
settings associated with a feature set. The class of service assigned to a
feature set determines which functions you can access within the
feature set. For example, a user who is assigned the default Agent role is
associated with several feature sets, including the Common feature set.
The class of service associated with the Common feature set determines,
among other things, the types of contacts the agent can handle.
X
20 3Com IP Contact Center Desktop User’s Guide
3Com IPCC Desktop Overview
The 3Com IPCC Desktop environment, shown in the following illustration,
provides a common interface that enables agents and supervisors to focus
on handling customer, inbound, and outbound contacts, regardless of the
media type. (For information about media types, see “Media Types” on
page 28.)
Because the 3Com IPCC Desktop provides a media-independent view of all
contacts, agents and supervisors use the same controls to manage phone
calls, Web collaboration sessions, e-mail messages, voice messages, and
callback requests.
3Com IPCC Desktop Overview
The 3Com IP Contact Center system sends information about a contact to
the 3Com IPCC Desktop and the 3Com IPCC Desktop displays it in a
contact panel. The 3Com IPCC Desktop automatically opens the
applications that are needed to handle the contact, such as a third-party
customer- relationship management (CRM) application.
The 3Com IPCC Desktop offers the following functionality:
■ Vo ic e
■ E-mail Management
■ Web Collaboration
■ Contact History
The 3Com IPCC Desktop also provides a single point of entry for managed
applications, including management and administrative applications that
enable supervisors and administrators to monitor and administer the
3Com IP Contact Center system and enable managers to generate historical
reports for analyzing contact center activity. For information, see
“Management Applications Overview” on page 24 and “Administrative
Applications Overview” on page 26.
For descriptions of the 3Com IPCC Desktop components, see “Desktop
Manager” on page 38.
3Com IP Contact Center Desktop User’s Guide 21
Chapter 1: Introduction to the 3Com IPCC Desktop
Voice
With the 3Com IP Contact Center voice functionality, you can receive
inbound calls (also known as Direct Inward Dialing, or DID calls) that are
delivered directly to your extension, make outbound calls, and make
internal calls to and receive internal calls from other 3Com IPCC Desktop
users.
Depending on your access privileges, you might also receive immediateassistance voice contacts on your 3Com IPCC Desktop. For information
about receiving voice contacts from customers, see Chapter 3, “Handling
Immediate-Assistance Contacts,” beginning on page 75.
The interface for 3Com IP Contact Center voice functionality is completely
integrated with the 3Com IPCC Desktop, enabling you to keep your focus
on your computer screen for all forms of contact. Typically, the application
that provides the voice functionality is the IPCC Soft Phone, which starts
automatically when you log on to the 3Com IPCC Desktop and displays an
icon ( ) in the Windows notification area. If your system is not configured
to use the IPCC Soft Phone, voice functionality is provided by an
application related to your type of phone and the IPCC Soft Phone icon is
not displayed. (For more information about alternative phone devices, see
“Using a Phone Other Than the IPCC Soft Phone” on page 72.)
For more information, see Chapter 4, “Using Voice Features,” beginning on
page 95.
E-mail Management
You can use the e-mail management system to do the following:
■ Send e-mail messages to and receive e-mail messages from other 3Com
IPCC Desktop users.
■ Send e-mail messages to and receive e-mail messages from external
e-mail addresses.
■ Depending on your access privileges, respond to customers who send
e-mail messages, request callbacks, and leave voice messages for your
organization.
The e-mail management system consists of two main components: Mail
User Agent Assistant (MUAA) and Microsoft Outlook Express.
■ The MUAA enables the 3Com IP Contact Center system to monitor
e-mail activities performed by agents and to coordinate the escalation of
e-mail messages from deferred to immediate assistance. It also enables
22 3Com IP Contact Center Desktop User’s Guide
3Com IPCC Desktop Overview
agents to manage their personal folders, browse shared classification
folders and archives, and handle deferred and immediate-assistance
e-mail, callback, and voice message contacts.
■ Outlook Express provides the interface that enables 3Com IPCC
Desktop users to manage e-mail messages, including messages sent
between users and messages sent from customers and routed through
the 3Com IP Contact Center system.
The MUAA and Outlook Express typically start automatically when you log
on to the 3Com IPCC Desktop. The Outlook Express windows are displayed
in the 3Com IPCC workspace and the MUAA icon ( ) is displayed in the
Microsoft Windows taskbar.
For detailed information about using Outlook Express, refer to the Microsoft
Outlook Express publications and online Help. For information about using
Outlook Express to handle deferred-assistance contacts or e-mail, callback,
and voice message contacts that have been escalated to immediate
assistance, see Chapter 5, “Using E-mail Features,” beginning on page 129.
Web Collaboration
With 3Com IPCC Web Collaboration, you can share information over the
Web. You can also exchange text messages with other 3Com IPCC Desktop
users and, depending on your access privileges, with customers who
request a Web collaboration session through your organization’s Web site.
Here are some of the ways you can use 3Com IPCC Web Collaboration:
■ To communicate with Web collaboration session participants by
exchanging text messages.
■ To share Web pages by entering a URL in the address field of the
browser window, selecting a stored Web page from your Favorites
folder, or clicking a link on a Web page displayed in the browser
window.
■ To help customers complete Web forms interactively.
■ To highlight text on Web pages.
■ To consult with other 3Com IPCC Desktop users or transfer a Web
collaboration session to another user.
■ To view Web pages while talking simultaneously with a customer.
For information about using Web Collaboration, see Chapter 6, “Using
3Com IPCC Web Collaboration Features,” beginning on page 175.
3Com IP Contact Center Desktop User’s Guide 23
Chapter 1: Introduction to the 3Com IPCC Desktop
Contact History
With the appropriate access privileges, you can research past voice, e-mail,
Web, voice message, and callback contacts.
3Com IPCC Contact History Viewer enables authorized agents, supervisors,
and other 3Com IPCC Desktop users to search for and review contacts that
have been handled. For example, you can use Contact History Viewer to
play voice messages from a particular case, review Web collaboration
transcripts from a completed Web collaboration session, or search an e-mail
thread to locate information provided to the caller by another agent.
For information about 3Com IPCC Contact History Viewer, see Chapter 7,
“Viewing Contact History,” beginning on page 205.
Management Applications Overview
The 3Com IP Contact Center system offers the following management
information applications:
■ 3Com IPCC Real-Time Status Viewer
■ 3Com IPCC Reporter
3Com IPCC Real-Time Status Viewer
3Com IPCC Real-Time Status Viewer offers real-time information about the
operation of your contact center. Supervisors can use this application to
evaluate the current status of agents on their teams. Supervisors and
3Com IP Contact Center administrators can use it to review targeted service
level objectives and look for trouble spots in overall effectiveness.
Full access to 3Com IPCC Real-Time Status Viewer is available to users
whose role includes the Management, Application, or Strategic feature set.
3Com IPCC Desktop users whose role includes the Contact Handling
feature set with the Enable agent personal statistics class of service setting
enabled can view their contact-handling and personal user states on the My
Statistics tab of 3Com IPCC Real-Time Status Viewer. They can also view
aggregate contact-handling statistics for all agents in each of the
classifications in their classification set.
24 3Com IP Contact Center Desktop User’s Guide
Management Applications Overview
To view the 3Com IPCC Real-Time Status Viewer:
➤ Click the button on the 3Com IPCC Desktop toolbar.
The 3Com IPCC Real-Time Status Viewer window appears in the
3Com IPCC workspace.
The following illustration shows the full-access version of 3Com IPCC RealTime Status Viewer.
Note: The Trunks tab displays only if your contact center uses an internal gateway.
For information about using 3Com IPCC Real-Time Status Viewer, refer to
the 3Com IP Contact Center Management Information Guide or click Help in
the upper right corner of the window. For information about the My
Statistics tab, click Help, or see “Viewing the My Statistics Tab” on page 58.
3Com IPCC Reporter
3Com IPCC Reporter provides both standard and analytical reporting
across several major aspects of contact center activity. The
3Com IP Contact Center system provides several preformatted reports. You
can use the preformatted reports or you can customize them to create new
reports. With Reporter, you can view, export, and print reports and, if your
access privileges permit, perform scheduled tasks.
Access to 3Com IPCC Reporter is available to users whose role includes the
Management or Strategic feature set.
To open 3Com IPCC Reporter:
➤ Click the button on the 3Com IPCC Desktop toolbar.
Note: Alternatively, you can access 3Com IPCC Reporter from a browser
window. For information, refer to the 3Com IP Contact Center Management
Information Guide or contact your 3Com IP Contact Center administrator.
3Com IP Contact Center Desktop User’s Guide 25
Chapter 1: Introduction to the 3Com IPCC Desktop
The 3Com IPCC Reporter window appears.
For information about using 3Com IPCC Reporter to create, view, and
modify 3Com IP Contact Center reports, refer to the 3Com IP Contact Center
Management Information Guide.
Administrative Applications Overview
The 3Com IP Contact Center system offers the following administrative
applications:
■ 3Com IPCC Administrator
■ 3Com IPCC Workflow Builder
3Com IPCC Administrator
3Com IPCC Administrator enables administrators to provision,
configure, and manage the resources and business logic of your
3Com IP Contact Center.
Access to 3Com IPCC Administrator is available to users with the
default Administrator role or whose role includes the Application
feature set.
To open 3Com IPCC Administrator:
➤ Click the button on the 3Com IPCC Desktop toolbar.
The 3Com IPCC Administrator window appears.
26 3Com IP Contact Center Desktop User’s Guide
For information about using 3Com IPCC Administrator, refer to the 3Com IP
Contact Center Administrator Guide or click Help in the upper right corner of
the window.
3Com IPCC Workflow Builder
3Com IPCC Workflow Builder enables 3Com IP Contact Center
administrators to create instructions that control system-level behaviors and
tell the system how to process and deliver contacts and how to manage
users.
Administrative Applications Overview
Access to Workflow Builder is available to users whose role includes the
Application feature set.
To open Workflow Builder:
➤ Click the button on the 3Com IPCC Desktop toolbar.
The 3Com IPCC Workflow Builder window appears.
For information about using 3Com IPCC Workflow Builder, refer to the
3Com IP Contact Center Workflow Builder User’s Guide or select Workflow
Builder Help from the Help menu in the upper right corner of the window.
3Com IP Contact Center Desktop User’s Guide 27
Chapter 1: Introduction to the 3Com IPCC Desktop
Media Types
The 3Com IP Contact Center system provides service for five different
media types: voice, e-mail, Web, callback, and voice message. The media
types used by your 3Com IP Contact Center depend on your organization’s
business needs and your 3Com IP Contact Center system configuration.
To identify the media types you are set up to handle, view the Personal
Status panel on the Contact panel bar. (To locate Personal Status panel, see
“Desktop Manager” on page 38.) The Media field displays icons that
represent the media types you are set up to handle and whether or not the
application that supports the media type is currently available.
In this example, the
Media field shows that
this 3Com IPCC Desktop
user is set up to handle all
media types: voice,
e-mail, Web, callback,
and voice message.
The following table describes the types of contacts you can receive when
you are set up to handle the different media types.
Media type Types of contacts For more information, see...
Voice Phone calls to your 3Com IP Contact Center system from
customers. The calls (or routed contacts) are routed
according to your organization’s business logic and
delivered as immediate-assistance contacts.
E-mail E-mail messages sent to your organization by customers. “About Deferred-Assistance and
Web Web collaboration requests, including:
■ Web chat and page sharing. For example, a customer
enters information in fields on a caller information
page on your organization’s Web site and the request
is routed as an immediate- assistance contact.
■ Meet-me requests—a Web collaboration session in
which a caller navigates to a specific Web page and
enters a logon name and meet-me ID to initiate a
session with a specific agent.
“Using Voice Features” on page 95
“Contact Types” on page 45
Immediate-Assistance Contacts” on
page 129
“Handling Deferred-Assistance
Contacts” on page 140
“Handling Messages Escalated to
Immediate Assistance” on page 155
“About 3Com IPCC Web
Collaboration” on page 175
28 3Com IP Contact Center Desktop User’s Guide
Media Types
Media type Types of contacts For more information, see...
Callback Requests from customers for a return call from an agent.
A callback request is routed and delivered as a link in an
e-mail message.
Voice
Message
Voice messages left by customers in response to a voice
prompt.
For example, while waiting in queue for an agent, a
customer may choose to leave a voice message. The
voice message is routed and delivered as a link in an
e-mail message.
For information about media type icons that include a red x, see “Viewing
the Personal Status Panel” on page 56.
“About Callback Requests” on
page 151
“Handling a Customer Callback
Request” on page 116
“Listening To and Handling Voice
Messages Left By Customers” on
page 120
3Com IP Contact Center Desktop User’s Guide 29
Chapter 1: Introduction to the 3Com IPCC Desktop
30 3Com IP Contact Center Desktop User’s Guide
Loading...