Avaya NN44400-120 User Manual

Avaya Aura™ Offsite Agent

User Guide

NN44400-120

Document status: Standard Document issue: 02.02 Document date: 26 November 2010 Product release: Release 6.0 Job function: User Type: Technical Document Language type: English

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New in this release 5

Features 5

Other changes 6

Overview of the Offsite Agent desktop application 7

Offsite Agent Agent Desktop concepts 8

The Agent Desktop client application 10

Offsite Agent user workflow 17 Preparing an offsite PC for Agent Desktop 21

Installing the Agent Desktop prerequisites 23 Installing Agent Desktop 23 Creating a shortcut to the Agent Desktop 24 Starting Agent Desktop 24 Setting Agent Desktop to offsite mode 25 Logging on to Agent Desktop 25 Logging off from and exiting the Agent Desktop 27

Handling Telephony calls in Permanent Connection mode 29

Changing your status to Ready 30 Changing your status to Not Ready 30 Accepting a call in Permanent Mode 30 Declining a call in Permanent Mode 31 Making a call in Permanent Connection mode 32 Ending a call 32

Handling Telephony calls in On Demand mode 33

Changing your status to Ready in On Demand mode 34 Changing your status to Not Ready in On Demand mode 34

Contents

Offsite Agent log on dialog changes 5 Improved user interface 5 New configuration options for Permanent Connection mode 5

Windows 7 support 6

Offsite Agent Connection Modes 8 Accessing the Agent Desktop application 8 Identifying yourself as an offsite agent 8 Entering your access credentials 9 Logging on to the contact center 9 Using a PSTN telephone with Agent Desktop 9

Work item paradigm 10 Top bar 11 Work list window 11 Action bar 13 User preferences 13 Offsite Agent dialog 14

NN44400-120 Offsite Agent User Guide 26 November 2010 3

Contents

Accepting a call 34 Declining a call 35 Making a call in On Demand mode 36 Ending a call 36

Common agent functions on Agent Desktop 39

Placing a call on hold 39 Releasing a call on hold 39 Using the conference feature to consult a colleague 40 Transferring a call 41 Conferencing in another agent 41 Conferencing in a supervisor 42 Calling your supervisor 42 Using the Emergency key 42

Troubleshooting Agent Desktop on Offsite Agent 45

I cannot get a connection to the Agent Desktop server 46 I am on a call but the Agent Desktop displays a new contact 46 Agent Desktop stops responding but my Permanent Mode connection stays up 46

4 NN44400-120 Offsite Agent User Guide 26 November 2010

New in this release

The following sections detail what is new in the Avaya Aura™ Agent Desktop User Guide (NN44400-114).

• Features (page 5)

• Other changes (page 6)

Features

See the following sections for information about feature changes:

• Offsite Agent log on dialog changes (page 5)

• Improved user interface (page 5)

• New configuration options for Permanent Connection mode (page 5)

Offsite Agent log on dialog changes

Offsite Agent now allows you to enter all required information on a single log on dialog. The option to add a supervisor number is also available on this dialog.

Improved user interface

The main Avaya Aura™ Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list. If you perform another interaction associated with that work item (for example an IM consultation with an expert), then that interaction is displayed as part of the original work item.

The work list window contains work items and buttons corresponding to the work item. The buttons and functions change depending on the items in the work list window. When a new contact arrives, Agent Desktop adds the new contact to the work list.

• A work item is a unit of work that is a collection of interactions with other parties. The party can be a customer, another agent, a supervisor or an expert.

• A work list is a collection of work items.

New configuration options for Permanent Connection mode

Offsite Agent now allows contact center administrators to choose between two configurations for agents using Permanent Connection mode: Force Answer and Accept Call.

Depending on the configuration applied by the Administrator, agents working in Permanent Connection mode either:

• hear a tone to alert them to the incoming call, which they must take (mimicing a forced call answer presentation class), or

NN44400-120 Offsite Agent User Guide 26 November 2010 5

New in this release

Other changes

Windows 7 support

• receive a pop-up dialog allowing them to accept the new call

This configuration applies across the contact center–it is not specific to individual agents.

See the following sections for information about changes that are not feature-related:

• Windows 7 support (page 6)

Agent Desktop is now supported on the Microsoft Windows 7 operating system.

6 NN44400-120 Offsite Agent User Guide 26 November 2010

Overview of the Offsite Agent desktop application

This chapter provides an overview of the use of the Avaya Aura™ Agent Desktop (AAAD) for Avaya Aura™ Offsite Agent (AAOA). Avaya has updated Agent Desktop to provide the functionality required by offsite agents. This update and the operating modes of Offsite Agent necessitate some different practises in the use of Agent Desktop. In addition, because new offsite agents may not be previously familiar with Agent Desktop, this chapter provides a basic overview of the interface.

Attention: The procedures in this book apply only to voice contacts received by offsite agents. Multimedia contact types appear to an offsite agent in exactly the same way as they would to an onsite agent. For example, the Offsite Agent connection mode has no impact on multimedia contacts.

Navigation

• Offsite Agent Agent Desktop concepts (page 8)

• The Agent Desktop client application (page 10)

Prerequisites

• You are familiar with basic contact center agent concepts.

• You have a working knowledge of the common Windows desktop operating

• You understand how to access your corporate network over a broadband

systems.

connection.

NN44400-120 Offsite Agent User Guide 26 November 2010 7

Overview of the Offsite Agent desktop application

Offsite Agent Agent Desktop concepts

Offsite Agent Connection Modes

Offsite Agent supports two connection modes for agents, Permanent Connection and On Demand. The mode you use is decided and configured by the contact center administrator.

In Permanent Connection mode when you log on to the contact center, the Offsite Agent server makes a single call to your telephone number. This call remains up for the duration of your shift–you should not physically hang up the telephone (if you do accidentally hang up, Offsite Agent re-establishes the call). Offsite Agent bridges each contact center customer call through to your line.

Depending on the configuration applied by the Administrator, you either:

• hear a tone to alert you to the incoming call, which you must take (mimicing a forced call answer presentation class), or

• use the Accept button on the Agent Desktop to accept the new call

In On Demand mode the Offsite Agent server registers your login, but does not set up a call to your remote telephone. For each contact center customer call, Offsite Agent initiates a new call from the contact center PABX to your telephone. You need to physically answer the telephone to take the call.

Accessing the Agent Desktop application

When you are using Offsite Agent to connect to the contact center, you must use Agent Desktop on your offsite desktop PC or laptop. Agent Desktop allows you to log onto Offsite Agent, specify your offsite telephone number, and exercise call control over your telephone to use normal contact center agent functions. To simplify the deployment of the Agent Desktop application, the Agent Desktop server employs smart client technology to provide the desktop functionality without requiring a software install. You simply use a URL in your browser to invoke the Agent Desktop interface on your PC.

Identifying yourself as an offsite agent

Because Agent Desktop is a generic application that both onsite and offsite agents can use, you need to explicitly identify yourself as an offsite agent the first time you use the application. Agent Desktop stores this setting so that you do not have to repeat this operation.

However, if you are a mobile worker and switch at times between working onsite and offsite, then you will need to change your offsite status each time you change location.

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Entering your access credentials

For a successful connection to the contact center, the Offsite Agent server must have your agent details. When working offsite with Agent Desktop, you have an additional prompt at start up to collect these details. Depending on the settings of your particular Offsite Agent server, these will include some or all of the following:

• Offsite Agent agent id

• Corporate domain user name and password

• Your local telephone number

These details are normally available from your Offsite Agent administrator. For ease of use, Agent Desktop stores your previous entries (other than the password).

Logging on to the contact center

Once you have connected to the contact center, you log on using the controls on Agent Desktop. If you are operating in Permanent Connection mode, the Offsite Agent server initiates a call to your PSTN telephone. When you answer this call you are connected to the contact center, but you must still log on and make yourself Ready before you can take customer calls.

Overview of the Offsite Agent desktop application

If you are operating in On Demand mode, you are immediately connected to the contact center, and you must log on and make yourself Ready before you can take customer calls.

Using a PSTN telephone with Agent Desktop

Using a PSTN telephone with Agent Desktop introduces some new practises that you must be aware of.

In Permanent Connection mode the Offsite Agent server makes a single call to the your telephone number once you enter your access credentials through Agent Desktop. Offsite Agent maintains this call for the duration of your shift, and bridges each customer call that the contact center queues to you onto your telephone line.

To prevent synchronization issues if you accidentally hang up your physical telephone, Offsite Agent implements an automatic recovery. Offsite Agent re-establishes the call and you can resume your work by answering the telephone. If you were on a customer call when this occurs, Offsite Agent returns you to the same customer call (if the customer has remained on the call). Offsite Agent allows you to hang up as many as four times in a fifteen-second period. If you hang up for a fifth time within this period, Offsite Agent will disconnect the call–in this case you must manually log off and exit Agent Desktop.

In On Demand mode the Offsite Agent server does not maintain a constant connection to your telephone: when Offsite Agent forwards a customer call to you, your telephone rings and you must physically answer the call on your telephone set.

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Overview of the Offsite Agent desktop application

You can access all available agent functions through the Agent Desktop toolbar.

When working in On Demand mode, you remain logged in to the contact center even when you hang up the offsite telephone. When working in this mode you must remember to set Not Ready if you take a non-contact center call on your telephone—otherwise Agent Desktop might attempt to connect a call to your telephone while it is busy. In such cases the Agent Desktop toolbar will indicate that a call is being presented. If the administrator has implemented the call presentation class recommended by Avaya for Offsite Agent, then the call will return to the queue when it is not answered.

The Agent Desktop client application

This section introduces you to the layout and controls of the Agent Desktop client application. These are the same controls that are available to an onsite agent, but some are not supported on Avaya Aura™ Offsite Agent Release 6.0, and others have modified behavior when used by an offsite agent.

Work item paradigm

The main Agent Desktop user interface is based on a work item paradigm. Each agent-to-customer interaction is a work item. Work items appear on the Agent Desktop work list. If you perform another interaction associated with that work item (for example, an IM consultation with an expert), then that interaction is displayed as part of the original work item.

The work list consists of work items and control buttons corresponding to the work item. The controls and functions change depending on the work list window behavior. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list.

Example of the Agent Desktop layout

1 Top bar (page 11)

2 Work list window (page 11)

3 Action bar (page 13)

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Top bar

The Top bar appears at the top of the Agent Desktop window. The Top bar provides the system status and main controls to operate Agent Desktop.

Example of Top bar layout

The agent status icon appears on the top left corner of the Agent Desktop Top bar. It shows the agent status, agent name, agent login ID, and agent dialable number.

The Top bar has the following icons:

Top bar icons

Icon Name Description

Overview of the Offsite Agent desktop application

Terminal action Access Emergency, Observe and

Intrinsics controls

User preferences Access user preferences

Use the Terminal Action menu to perform the following tasks:

Terminal Action Menu

Command Description

Observe Used by supervisors or agent-supervisors to listen

Emergency Immediately connect with your supervisor in case of

Work list window

The work list window contains work items and control buttons corresponding to the work item. The controls and functions change depending on the information in the work list window. The top right corner of the work list window has work item controls. These controls are common to all work items on the work list. When a new contact arrives, Agent Desktop adds the new contact as a work item to the work list.

The following figure shows the work list windows and controls.

Agent status Select agent status

Help Access help information

in on a contact–not supported on Offsite Agent

emergency.

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Overview of the Offsite Agent desktop application

Example of a work list layout

The illustrated work list shows three work items:

1 A voice call work item, at the top of the work list.

2 An Instant Message (IM) work item, in the middle of the work list.

3 An e-mail work item, at the bottom of the work list. The e-mail is on hold.

• A work item is a collection of interactions with a customer, another agent, a supervisor, or an expert.

• A work list is a collection of work items. When you receive a new contact, it is added to the work list so that you can monitor your current contacts. When you finish with the contact, or reject the contact, the work item is removed from the list.

Work item controls

Each work item has a number of contact-related controls. These controls change depending on the work list window behavior and contact type.

Examples of work item controls

Voice IM E-mail Name Description

Accept Accept the work item. Offsite

agents use this control only in Permanent Connection mode with Accept Call configuration.

Release Release or reject the work item.

Hold Place the work item on hold.

Transfer Transfer the work item contact.

Conference Conference the work item.

Activity code Set the work item activity

code—Activity codes are not supported on Offsite Agent.

Work item details Read work items details.

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Only appropriate controls are displayed on work items. Voice-related controls are displayed only on a voice work item. IM related controls are displayed only on an IM work item.

Action bar

The Action bar contains global controls to create a new work item, to search contacts, and to open secondary windows. The Action bar stays at the bottom of the Agent Desktop window and remains at the bottom as the window expands.

Example of an Action bar layout

Use the Action bar at the bottom of the main interface to make new contacts. New voice, IM, or e-mail contacts are collectively called new work in the Work Item Paradigm.

Action bar commands

Overview of the Offsite Agent desktop application

Icon Name Description

User preferences

Use the User Settings page, under the User Preferences menu, to select template locations, enable the spelling checker, define an e-mail signature, or change your password.

Customer Details View customer details.

Contact Presence Contact presence.

Initiate Contact Start a new work item. When you originate

a voice call as an offsite agent, you use the same dialling as you would if you were onsite. In Permanent Connection mode this function operates in the normal manner. In On Demand mode you leave the telephone on-hook when you use Originate, your telephone rings, and Offsite Agent makes the outbound call when you answer.

Call Supervisor Call your supervisor.

DTMF Generate DTMF tones.

Contact Search Search for contacts.

Customer Search Search for customers.

Schedule Callback Schedule callback.

Agent Statistics Display agent statistics scroll bar.

NN44400-120 Offsite Agent User Guide 26 November 2010 13

Overview of the Offsite Agent desktop application

Offsite Agent dialog

In addition to the standard Agent Desktop toolbars and dialogs, Offsite Agent provides additional login and progress dialogs. These dialogs allow you to enter your access credentials to connect to the contact center and specify the remote telephone you are using for the session. The fields that are available for editing depend on the specific configuration that the Offsite Agent administrator has applied for your agent profile.

The first time you start Agent Desktop it displays the Choose Agent Desktop Mode dialog. You use this dialog to choose whether you are using Agent Desktop as an onsite or offsite agent. Agent Desktop stores this setting and does not prompt you for it again.

You use the Offsite Agent Logon dialog to enter your access credentials to connect to the contact center. This is a two-step process, requiring that you first validate your agent profile, and then accept or modify your offsite phone number. Your Offsite Agent administrator should provide you with your access details.

When Agent Desktop validates your log on credentials, the Offsite Agent Logon dialog displays your agent ID and default offsite phone number. You can edit the existing number or select other numbers depending on the permissions that the Offsite Agent

14 NN44400-120 Offsite Agent User Guide 26 November 2010

Overview of the Offsite Agent desktop application

administrator has applied to your user profile. You can also enter a number at which to reach your supervisor. Agent Desktop stores the settings on this dialog and displays them as the default values at your next logon.

When you complete your phone number details, Agent Desktop indicates the progress of your connection to the Offsite Agent server. You have the option of cancelling the connection.

The Agent desktop displays on the screen, with the agent in a logged-out state. To complete the Contact Center logon, the agent selects Logon from the Select Agent Status list.

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