Cox Business IP Centrex User Manual

Cox Business IP Centrex

Call Center Standard

Agent/Supervisor User Guide

© 2017 by Cox Communications.
All rights reserved. No part of this document may be reproduced or transmitted in any form or by any means, electronic,
mechanical, photocopying, recording, or otherwise, without prior written permissi on of Cox Communications .
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Table of Contents

Table of Contents

Introduction to Call Center Standard ............................................................................ 1

Technical Specifications ............................................................................................. 1

Java .......................................................................................................................... 1

Call Center Standard Console - Agent ....................................................................... 2

Call Center – Supervisor ............................................................................................. 3

Get Started ...................................................................................................................... 5

Launch Call Center from Web Browser ...................................................................... 5

Hot Desk Sign-in .......................................................................................................... 6

Sign-in Restrictions ..................................................................................................... 7

Get Help ........................................................................................................................ 7

Sign Out........................................................................................................................ 7

Set Up Call Center ....................................................................................................... 8

Change Your ACD State (Agents) ............................................................................... 9

Change Your Instant Messaging and Presence State ............................................... 9

Enable or Disable Services ....................................................................................... 10

Explore Workspace ...................................................................................................... 11

Logo Pane .................................................................................................................. 15

Global Message Area ............................................................................................ 15

Links to Other Interface Elements and Functions ............................................... 15

Logged User Information ...................................................................................... 15

Call Console ............................................................................................................... 17

Header Bar ............................................................................................................. 17

Dialer ...................................................................................................................... 18

Current Calls .......................................................................................................... 19

Conference Call ..................................................................................................... 20

Call States and Actions ......................................................................................... 21

Contacts Pane ............................................................................................................ 22

Search Panel .......................................................................................................... 23

Group Panel ........................................................................................................... 23

Common Panel ...................................................................................................... 25

Personal Panel ....................................................................................................... 25

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Table of Contents

Agents Panel (Supervisors) .................................................................................. 25

Supervisors Panel (Agents) .................................................................................. 26

Speed Dial Panel ................................................................................................... 26

Queues Panel ......................................................................................................... 26

Instant Message Panel .......................................................................................... 27

Outlook Panel ........................................................................................................ 27

Directories Panel ................................................................................................... 27

Call History ................................................................................................................. 28

Controls ...................................................................................................................... 29

Call Action Buttons ............................................................................................... 31

Manage Calls ................................................................................................................. 35

Call Management Operations Quick Reference ....................................................... 36

Drag and Drop Call onto Contact .............................................................................. 38

View C alls ................................................................................................................... 38

View C urrent Ca l ls ................................................................................................. 38

Group Calls ............................................................................................................ 38

View Incoming Call Details ................................................................................... 39

Generate Call Trace ................................................................................................... 40

Generate Call Trace for Selected Call .................................................................. 40

Generate Call Trace for Last Released Call ......................................................... 40

Record Calls ............................................................................................................... 41

Start Call Recording .............................................................................................. 41

Pause and Resume Call Recording ...................................................................... 41

Stop Call Recording .............................................................................................. 41

Receive, Answer, and End Calls ............................................................................... 42

Answer Call ............................................................................................................ 42

Auto Answer Calls ................................................................................................. 42

Open URL ............................................................................................................... 43

Save vCard ............................................................................................................. 43

End Call .................................................................................................................. 43

Make Outbound Calls ................................................................................................ 43

Dial Ad Hoc Number .............................................................................................. 43

Redial Number ....................................................................................................... 44

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Table of Contents

Dial Contact ........................................................................................................... 44

Dial from Search .................................................................................................... 44

Dial from History ................................................................................................... 45

Place Calls on Hold, Resume, and Camp Calls ....................................................... 45

Place Call on Hold ................................................................................................. 45

Resume Held Call .................................................................................................. 45

Conduct Busy Camp On ....................................................................................... 46

Transfer Calls ............................................................................................................. 46

Blind Transfer ........................................................................................................ 46

Transfer with Consultation ................................................................................... 47

Transfer to Queue.................................................................................................. 47

Escalate Calls ............................................................................................................ 47

Make Emergency Call ............................................................................................ 47

Blind Escalate Call ................................................................................................ 49

Escalate with Consultation ................................................................................... 49

Escalate with Conference or Handover ............................................................... 49

Escalate with Mid-Conference Hold ..................................................................... 50

Manage Conference Calls ......................................................................................... 50

Start Three-Way Conference ................................................................................ 51

Add Participant to Conference ............................................................................. 51

Hold Conference .................................................................................................... 51

Resume Conference .............................................................................................. 52

Hold Participant ..................................................................................................... 52

End Participant ...................................................................................................... 52

End Conference ..................................................................................................... 52

Manage Call History ..................................................................................................... 53

View C all Histo ry ........................................................................................................ 53

Delete Call Histo ry ..................................................................................................... 53

Manage Contacts .......................................................................................................... 55

View Contacts ............................................................................................................ 57

Show or Hide Directories ...................................................................................... 57

Display Directory Below Call Console ................................................................. 58

Show or Hide Directory Content ........................................................................... 58

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Table of Contents

Show Contact Details ............................................................................................ 58

Select Display Order ............................................................................................. 58

Organize Contacts ..................................................................................................... 58

Sort Contacts ......................................................................................................... 58

Search for Contacts ................................................................................................... 59

Perform Contact Search ........................................................................................ 59

Manage Personal Contacts ....................................................................................... 60

Add Personal Contact ........................................................................................... 60

Delete Personal Contact ....................................................................................... 61

Manage Speed Dial Numbers .................................................................................... 61

Add Speed Dial Entry ............................................................................................ 62

Modify Speed Dial Entry ........................................................................................ 63

Delete Speed Dial Entry ........................................................................................ 63

Monitor IM&P Contacts and Chat with Contacts ........................................................ 65

Monitor IM&P Contacts ............................................................................................. 65

Subscribe to Contact ............................................................................................ 66

Add Contact to Instant Message Directory .......................................................... 67

Modify Contact Name ............................................................................................ 67

Unsubscribe from Contact .................................................................................... 68

Accept or Reject Subscription Request ............................................................... 68

View Unified Presence State of Contacts ............................................................ 68

Chat with IM&P Contacts .......................................................................................... 69

Start Instant Messaging Session .......................................................................... 70

Place Call from Chat Window ............................................................................... 71

Establish Multiuser Chat Session ........................................................................ 71

To add users to a chat session: ........................................................................... 71

Manage Instant Messaging Sessions ................................................................... 72

Monitor Supervisors (Agent) ....................................................................................... 73

Select Supervisors to Monitor .................................................................................. 73

Supervisor Phone States .......................................................................................... 74

Manage Queued Calls (Agent) ..................................................................................... 76

Dashboard Pane ........................................................................................................ 76

Select Call Centers to Monitor .................................................................................. 78

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Table of Contents

Select Information to Display .................................................................................... 79

Order Call Centers ..................................................................................................... 79

Monitor Agents (Supervisor) ....................................................................................... 81

Select Agents to Monitor ........................................................................................... 81

Make Agents Join Queues ........................................................................................ 82

Agent Phone and ACD States ................................................................................... 83

View Agent’s Details .................................................................................................. 85

Change Agent ACD State .......................................................................................... 85

Silently Monitor Agent’s Call .................................................................................... 86

Barge in on Agent’s Call ........................................................................................... 87

Pick Up Agent’s Ringing Call .................................................................................... 87

Manage Queued Calls (Supervisor) ............................................................................. 89

Queued Calls Pane .................................................................................................... 89

Select Call Centers to Monitor .................................................................................. 92

Modify Number of Calls to Display ........................................................................... 93

Show or Hide Call Center Panels .............................................................................. 93

View Queued Calls ..................................................................................................... 93

Group Queued Calls .................................................................................................. 94

Order Queued Calls ................................................................................................... 94

Monitor Next Call ....................................................................................................... 95

Retrieve Call from Queue .......................................................................................... 95

Transfer Call to Another Queue ................................................................................ 95

Transfer Call from Queue to Agent ........................................................................... 95

Transfer Call to Ad Hoc Number ............................................................................... 96

Change Position of Call in Queue ............................................................................. 96

View R eal-Time Statistics (Supervisor) ....................................................................... 97

Display Dashboard .................................................................................................... 97

Queue Information ..................................................................................................... 98

Agent Information ...................................................................................................... 99

Select Information to Display .................................................................................. 101

Navigate to Agent in Agent Directory or Queue in Queued Calls Pane ............... 101

Generate Reports........................................................................................................ 103

Run Report ........................................................................................................... 103

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Table of Contents

Schedule Report .................................................................................................. 111

Manage Scheduled Reports ................................................................................ 113

Configure Call Center ................................................................................................. 115

Settings – General ................................................................................................... 116

Account ................................................................................................................ 116

Hotel/Flexible Seating Host ................................................................................ 117

Language ............................................................................................................. 117

Screen Pop........................................................................................................... 117

Date Format ......................................................................................................... 119

Time Format ......................................................................................................... 119

Workspace ........................................................................................................... 119

Settings – Application ............................................................................................. 120

Queue Memberships (Agent) .............................................................................. 121

Agent Policies (Agent) ........................................................................................ 122

Barge-In & Monitor (Supervisor) ........................................................................ 123

Settings – Services .................................................................................................. 125

Settings – Plugins .................................................................................................... 126

Plug-ins ................................................................................................................ 126

Notification........................................................................................................... 126

Microsoft Outlook ................................................................................................ 127

Program Shortcuts .............................................................................................. 127

Call Event Log ..................................................................................................... 128

Settings –Messaging ............................................................................................... 130

Messaging and Presence .................................................................................... 130

Settings – Report ..................................................................................................... 130

Default Thresholds .............................................................................................. 131

Default Start of the Week .................................................................................... 131

Default Service-level Calculations ..................................................................... 131

Settings – About ...................................................................................................... 132

Appendix A: Steps for Using Plug-Ins ...................................................................... 133

Certificate for Desktop Integration Features.......................................................... 135

Download Desktop Plug-ins Certificate ............................................................. 136

Add Certificate to Microsoft Windows Certificate Store ................................... 136

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Table of Contents

Add Certificate to Firefox Certificate Store ........................................................ 142

Add Certificate to Apple System Keychain ........................................................ 144

On MAC OS X ....................................................................................................... 147

Appendix B: Glossary and Definitions ...................................................................... 148

ACD States ............................................................................................................... 148

Phone States ............................................................................................................ 149

Unified Instant Messaging Presence States .......................................................... 151

Call States ................................................................................................................ 152

Call Types ................................................................................................................. 152

Appendix C: Keyboard Shortcuts .............................................................................. 154

vii

Introduction to Call Center Standard Console

Introduction to Call Center Standard

IP Centrex Call Center Standard is a communications management product for Call Center
agents and supervisors. It hosts call centers on the IP Centrex platform.

With IP Centrex Standard Call Center, you receive:

 Efficient call handling and automatic call distribution (ACD) state management by Call

Center agents

 Integration of online directories with Click-To-Dial capability
 Real-time monitoring of agent and queue activity by Call Center supervisors
 Historical report ing on agent and queue activity by Call Center supervisors

Note: The IP Centrex Standard Call Center is deployed on a Microsoft Windows

platform, Mac OS X platform, and/or Citrix Presentation Server platform. To view reports,

Javascript must be enabled for Internet Explorer.

Important: IP Centrex Standard Call Center application herein is referred to as “Call

Center” or “client.”

The Call Center functionality available to you depends on your Call Center function (agent or
supervisor), the types of queues you are staffing or monitoring, and your own services and
settings. For more information about the capabilities and services assigned to you, ask your
group administrator.

The following sections provide an overview of Call Center – Agent and Call Center –
Supervisor functions.

Note: Call Center Console functionality available in specific contexts is identified

throughout the document.

Technical Specifications

Call Center works on the following browsers:

Browser Type Version

Internet Explorer IE 11.0 only
Chrome Version 57 and lower
Firefox Version 54

Java

Your computer must have Java JRE 1.6 or higher installed before you proceed.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 1

Introduction to Call Center Standard Console

Call Center Standard Console - Agent

The Call Center Standard Console for an Agent supports the full set of call handling functions,
ACD state management, integration of multiple directories, Outlook integration, and other
features required in large call centers.

Figure 1. Call Center – Agent Main Interface

The interface contains the following work areas:

 Logo pane – The Logo pane displays information about you and contains links to

other pages and functions.

 Call Console – You use the Call Console to view and manage your current calls.
 Contacts pane – The Contacts pane contains your contact directories, the list of your

supervisors, and the list of the call centers to which you belong. It allows you to use

your contacts to make and manage your calls.

 Dashboard pane – The Dashboard pane provides real-time summary information

about up to 50 call centers selected from the list of call centers to which you are

assigned.

 Call History dialog box – You use the Call Hist o ry dialog box to view your past calls

and make calls from history.

 Chat windows – You use Chat windows to chat with your IM&P contacts.
 Report window – Yo u use the Report window, accessed via the Reporting link, to

generate reports about your activity and performance in the call centers you are

staffing.

 Settings pages – You use the Settings pages, accessed via the Settings link, to

configure various aspects of Call Center.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 2

Introduction to Call Center Standard Console

Call Center – Supervisor

The Call Center – Supervisor client is designed to support the needs of call center supervisors
in any environment. It supports agent monitoring, queue management, real- time and historical
reporting, and other features required in large call centers.

Figure 2. Call Center – Supervisor Main Interface

The Call Center interface contains the following work areas:

 Logo pane – The Logo pane displays information about you and contains links to

other pages and functions.

 Call Console – You use the Call Console to view and manage your current calls.
 Contacts pane – The Contacts pane contains your contact directories and provides

you with real-time call and ACD state of the agents you are monitoring.

 Queued Calls pane – You use the Queued Calls pane to manage queued calls.
 Call History dialog box – You use the Call History dialog box to view your past calls

and make calls from history.

 Chat windows – You use Chat windows to chat with your IM&P contacts.
 Dashboard – The Dashboard provides real-time summary information for up to 50

queues and allows you to monitor key performance indicators for monitored call

centers and supervised agents.

 Report window – You use the Report window, accessed via the Reporting link, to

generate reports about the activity and performance of call centers and agents you

manage.

 Settings pages – You use the Settings pages, accessed via the Settings link, to

configure various aspects of Call Center.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 3

Introduction to Call Center Standard Console

For information on Call Center functions performed by supervisors, see the following sections:

 Monitor Agents (Supervisor)
 Manage Queued Calls (Supervisor)
 View Real-Time Statistics (Supervisor)
 Generate Reports

In addition, for information about other functions available to you, see the following sections:

 Get Started
 Manage Calls
 Manage Call History
 Manage Contacts
 Monitor IM&P Contacts and Chat with Contacts

 Configure Call Center

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 4

Get Started

Get Started

Call Center is hosted on IP Centrex Standard Call Center and you access it over the network
either from your web portal or from a web browser. The sign-in procedure is the same for
agents and supervisors.

In addition, agents can sign in to Call Center using MyAccount. When you log in, your desk
phone is associated with a certain agent and behaves as if it were the permanent phone of the
agent for the duration of the login session. This allows agents to use a single login ID to
perform their work independently of their location.

Notes:

at the same time.

When using the Outlook Integration feature with Microsoft Outlook 2010 or Outlook 2013

(32- or 64-bit edition), make sure Outlook is running before Call Center is launched;

otherwise, the Outlook Integration functionality will not work.

Call Center does not support logging in as different users from the same machine

Launch Call Center from Web Browser

Agents can access the Call Center Console from a web browser or portal.

Note: When you access the Call Center client from the web portal, you do not need to

provide your credentials since you are already logged in to the web portal.

In your web browser, enter https://console.coxbusiness.com/callcenter.

Result: The Call Center Sign-in page appears.

Figure 3. Call Center Sign-in Page

Enter your MyAccount User ID in user@domain format and enter your password. If

you are unsure of your User ID or password, contact your administrator.

Check Stay signed in to instruct the client to automatically reconnect and sign in

to the server when it detects a network connection.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 5

Get Started

Note: This should be enabled to help mitigate intermittent internet connections. When

disabled, the client signs out the user when the connection is lost.

Figure 4. Call Center Sign-in Dialog Box – Advanced Options

To configure your domain, in the Append Domain text box, enter your domain

name. When you enter your user ID without a domain, the system appends the
configured domain instead of the system-wide default domain.

To add a bookmark to this page in your browser, click Bookmark this page and

follow the instructions of your browser.

Click Sign In.

Note: In some browser/operating system combinations, when you press ENTER instead

of the Sign In button, a blank page appears instead of the Call Center main interface.

Hot Desk Sign-in

If you are a Call Center agent, you can automatically associate yourself with a Hoteling Host or
Flexible Seating Host phone device when you sign in to the Call Center client.
used in a shared workspace environment where users working different
computer and phone.

To use hot desk functionality, you must have your Hoteling Guest or Flexible Seating
service assigned. You turn on your Hoteling Guest or Flexible Seating Guest
BroadWorks web portal or voice portal.

Use the following steps to sign in to Call Center as a hot desk user:

At the assigned workstation, start a web browser and enter the URL of the Call Center

client. The Call Center Sign-in page appears.
Enter your MyAccount user ID and password.
Click Show options. The area expands, displaying advanced options.
In the Hotel/Flexible Seating Host text box, enter the user ID of the Hoteling Host or

Flexible Seating Host that corresponds to the desk/device you are using, for example,

“[e-mail]”.

This is commonly

shifts share a single

Guest

service using the

Click Sign In.

Result: You are signed in and Call Center associates that desk’s phone with your

user account for the duration of the session.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 6

Get Started

Notes: When you sign out from the Call Center client, the guest session with the host
device at the desk is terminated. After sign-out, the host user ID you entered is saved
and can be reused on the next sign-in.

The host/guest session can be configured with a time limit. If the session expires while
you are signed in to the client, you are automatically signed out from the client. The time
limit can be specified both for hosts and for guests. You can configure the time limit for
your Hoteling Guest or Flexible Seating Guest service on the web portal. The host
session time limit is usually configured by your administrator.

Sign-in Restrictions

You can only have one active Call Center session at a time. When you sign in from a second
location, you are automatically signed out from the original location with the following message:
“You have been signed out as you have signed in from another location.”

You may also be automatically signed out if your session expires.

Get Help

Call Center provides you with online access to a portable document format (PDF) version of
this guide.

Figure 5. Logo Pane with Help Link

To access the document, click the Help link in the top right-hand side of the main interface.

Sign Out

To sign out of Call Center, click Sign Out at the top right-hand side of the main

interface.

Result: If you are the last agent to sign out of a call center, a message appears

providing the details of queues in which you are the last agent to sign out and

asking you to confirm that you want to sign out.

Note: This functionality is not available when you close the application using the
browser’s Close button or when you refresh (F5) the browser.

Figure 6. Sign Out

To stay signed in, click No. You are returned to the application.
To continue signing out, click Yes.

Result: A message appears asking whether you would like to save your current

workspace.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 7

Get Started

Configure the queues you want

Configure agents you want to

Figure 7. Dialog Box – Saving Workspace on Sign Out

To save your current workspace, click Yes. This allows you to retain the same

interface setup at your next session.

Set Up Call Center

When you sign in to Call Center for the first time, it is recommended that you configure the
following settings :

If you are an agent… If you are a supervisor…

to join on sign-in.

Configure your post sign-in and

post call ACD states. Configure
the supervisors whose call
status you want to monitor.

Make sure that your web

browser is set up to use all the
features of Call Center.

monitor. Configure queues you
want to monitor.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 8

Get Started

Change Your ACD State (Agents)

When you sign in to Call Center, your ACD state is set to the post sign-in ACD state set on the
Settings page.

To change your ACD state:

At the top right-hand side of the main window, select your ACD state from the ACD

drop-down list.

Figure 8. Logo Pane – ACD State Control

If you selected Unavailable and your company requires you to provide a reason for

your unavailability, select an Unavailable Code from the drop-down list.

Figure 9. Logo Pane – Unavailable Codes

Change Your Instant Messaging and Presence State

When you sign in to Call Center, Call Center connects to the Instant Mess aging and Presence
(IM&P) server and sets your presence state to Available.

Subsequently Call Center displays your unified instant messaging presence, which reflects
your presence in various instant messaging clients when you are logged in through several
devices and applications.

Your unified presence state can change either when you manually change it or when Call
Center receives information about your presence state change from other clients.

The possible states are Available, Busy, Away, and Offline. When you are in Available, Busy,
or Away state, you are considered to be online.

Call Center also allows you to provide a status message to display to your contacts.
IM&P capabilities are only available when you have an IM&P service assigned on IP Centrex

Standard Call Center and are online.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 9

Get Started

To change your IM&P state:

At the top right-hand side of the main window, select a new state from the

Presence drop- down list. Your presence state is updated as soon as you select a

new value.

Figure 10. Figure 18 IM&P State Drop-Down List

When you are online, you can also specify a status message to display to your contacts.
To set the status message:

Click the Edit button next to the Presence box. The Set IM Status dialog box

appears.
Enter your message and click OK.
To see your message, move the mouse over the Edit button

Result: A ToolTip with your presence message appears.

Enable or Disable Services

You can use the following services in Call Center: Call Waiting, Call Forwarding Always, and
Do Not Disturb, provided that your administrator has assigned the services to you.

To enable or disable Call Waiting:

In the Call Console, click Call Waiting . The button changes to this to

indicate that the service is enabled.
To disable it, click the button again.

To enable or disable Do Not Disturb or Call Forwarding Always:

At the top right-hand corner of the main page, click Settings. The Settings page

appears.
Click the Services tab.
On the Services page that appears, select the service you want to enable or

disable, and check or uncheck the is Active box.
If you checked the is Active box for the Call Forwarding Always service, in the

Forward To text box, enter the phone number to forward your call to.
Click Save.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 10

Monitor Supervisors (Agent)

Explore Workspace

When you sign in to Call Center, the main page appears where you perform most of your call
management or monitoring tasks. In addition, the main page provides links to other pages and
windows of Call Center, where you perform functions such as configuration and report
generation.

Figure 11. Call Center – Agent Main Interface

Many visual aspects of the Call Center workspace are configurable. For example, you can
change the size and placement of windows on the screen. You can then save your workspace
and retrieve it the next time you sign in.

To work in full screen mode, click the Full Screen link at the top-right corner of the main
window or press the F11 key. The link changes to Exit Full Screen, which you can click to exit
full screen mode.

Note:

The Back, Forward, and Refresh operations of the web browser are not supported

by Call Center, and if performed, the results are inconsistent.
When a window is vertically resized, the panes do not always resize to fill the window. To

resize a window, drag the window from the bottom right-hand corner or collapse and then
expand the panes after resizing to adjust them to the window.

Most call center controls are context-based, which means that they appear only when the
action they represent can be taken. Context-based controls that allow you to take actions on
calls are called action buttons. For the list of controls available in Call Center, see section
Controls. The action buttons are described in section Call Action Buttons

The Call Center interface contains the following elements:

Interface Element Description

Logo Pane Located at the top of the main interface, the Logo pane displays

global messages, information about the logged user, and links to
other Call Center interface elements and functions.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 11

Monitor Supervisors (Agent)

Interface Element Description

Call Console The Call Console is where you manage your current calls.

Contacts Pane The Contacts pane contains your contact directories and allows

you to manage your contacts and use contacts to make calls or
take actions, such as transfer to contact or queue, on existing calls.

Queued Calls Pane
(Supervisors)

The Queued Calls pane, available only to supervisors, allows you to
manage queued calls for selected call centers that you supervise.

Chat Windows You chat with your IM&P contacts using Chat windows.

Call History Window The Call History window, accessible from the Call Console via the

Call History button, displays your placed, received, and missed
calls, and allows you to make calls from history and delete call
logs.

Report Windows The Report windows, accessible from the main page via the

Reporting link, provide access to Enhanced Reporting, allowing
you to generate, schedule, and view reports.

Agents can only generate reports about themselves.

Dashboard (Supervisors) The Dashboard, accessible from the main page via the Dashboard

link, provides you with real-time summary information about the
call centers and agents you supervise (up to 50).

Dashboard Pane (Agent) The Dashboard pane allows you to view the current state of the

monitored call centers.

Settings Pages The Settings pages, accessible from the main page via the Settings

link, allow you to configure various user-level and application
settings.

Controls You use controls, such as buttons and drop-down lists to execute

actions on calls, contacts, queues, and so on.

This section describes the following elements of the Call Center interface:

 Logo Pane
 Call Console
 Contacts Pane

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 12

Monitor Supervisors (Agent)

 Call History
 Controls

For information about other interface elements, see the following sections:

 Queued Calls pane – Section Queued Calls Pane
 Chat windows – Section Chat with IM&P Contacts
 Report windows – Section Generate Reports

Dashboard pane – Section

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 13

Manage Calls

 Manage Queued Calls (Agent)
 Dashboard – Section View Real-Time Statist ic s (Supervisor)
 Settings pages – Section Configure Call Center

Logo Pane

The Call Center main window interface contains a logo pane that displays the Call Center
client or company logo, global messages, links to other interface elements or Call Center
functions, and information about the logged-in user.

Figure 12. Call Center Logo Pane

Global Message Area

The Global Message Area, that is, the center area of the Logo pane, is used by Call Center to
display various information, warnings, and error messages to the user. A message is displayed
for several seconds and then it disappears.

Links to Other Interface Elements and Functions

The Logo pane displays links to the Report windows, Settings pages, the Dashboard
(Supervisors), and the Help and Sign Out links.

Logged User Inform a tion

Information s uch as your name, your availability to take calls, and your voice mail status is
displayed at the top right-hand side of the main interface.

Your current ACD state and presence state are displayed to the left of your name. You can
change your ACD state or presence state by selecting a new state from the drop- down list.

 ACD State
 Presence state

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 15

Manage Calls

In addition, information about the following services and features is provided:

Status Icon

Do Not Disturb (DND)
Call Forwarding Always (CFA)
Busy phone state
Voice Messaging

The information is presented in the form of icons to the left of your name in the following
format:

<DND/CFA/Busy> <Voice Messaging>

The <DND/CFA/Busy> state is represented by one icon, where Do Not Disturb has
precedence over Call Forwarding Always, which has precedence over your Busy Phone State.
If none of the services is enabled and your phone state is Idle, the icon is not displayed.

The Voice Messaging icon is present only if you have outstanding voice messages.

IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 16

Manage Calls

Call Console

You use the Call Console to view and manage your current calls. For information on managing
your calls, see section Manage Calls.

Figure 13. Call Console

The Call Console c ont ains the following areas:

 Header Bar
 Dialer
 Current Calls
 Conference Call

Header Bar

The header bar contains various controls that allow you to configure your services and perform
call and service-related actions.

Figure 14. Header bar

Button Type Description

Disposition Code button Allows you to assign disposition codes to the last call. The

button only appears when you are in Wrap-Up state.
Trace Call button Allows you to attach a trace to the last call.
Call History button Allows you to access the list of your previous calls.

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Auto Answer button Allows you to enable or disable the automatic answering of

calls.
Call Waiting button Allows you to enable or disable the Call Waiting service.

Dialer

The Dialer, located at the top of the Call Console, below the header bar, allows you to make ad
hoc calls and set your outgoing calling line identity (CLID) for the next call.

Figure 15. Dialer

It contains the following elements:

 The Outbound CLID button that allows you to conf igur e the number you want to

use for outgoing calls.

 The Enter Number text box, which is where you enter the number to dial.
 Action buttons, which change depending on the context, and they allow you to perform

operations on calls. For more information, see section Call Action Buttons.

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Current Calls

The Call Console displays your current calls, both direct and ACD, and allows you to take
actions on them. Direct calls are calls placed from or received on your own phone number,
whereas ACD calls are calls routed to you from a call center that you are staffing as an agent.

If you are involved in a conference call, its details are displayed in a separate area of the Call
Console, called the Conference Call panel. The Conference Call panel is described in the
following section.

Figure 16. Call Console – Current Calls

The following information is displayed for each call:

 Call State icon – This is a visual representation of the current state of the call.
 Remote CLID – This is the name of the remote party (if available) and the phone

number in parenthesis.

 Diversion CLID – This is the name (if available) of the party who diverted (transferred,

forwarded) the call before you received the call and the phone number is in
parenthesis. If the call was diverted more than once, the last party who diverted the
call is listed first; the second to last party is listed second; and so on.

 Call State name – This is the display name of the “call” state the call is currently in.
 Call duration [Held duration] – This is the duration of the call from the time the call was

received from IP Centrex Standard Call Center and it reflects how long the call has
been present in the system. In addition, for held calls, the time a call has been on hold
is displayed.

 Security Classification (if applicable) – This is the security classification level of the

call.

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The call entry also displays action buttons for the operations that you can currently take on that
call. The actions you can perform depend on the state of the call.

For the list of Call Center action buttons, see section Call Action Buttons and for the list of
actions that can be taken in each call state, see section Call States and Actions .

Conference Call

The Conference Call panel displays your current conference and allows you to manage your
conference calls.

Note:

Figure 17. Call Console – Conference Call

The header bar contains various controls that allow you to manage the conference:

You can only be involved in one conference call at a time.

Button Type Description

End Conference button

Leave Conference button

Hold Conference button
Resume Conference button

This allows you to end the current conference.

This allows you to leave the conference.

This allows you to place the conference on hold.

This allows you to resume the conference that you previously

placed on hold.

The Conference Call panel, when expanded, lists the call legs that make up your current
conference. Each two-way call is displayed on a separate line. The information displayed for
each call leg is the same as the information displayed for two-way calls. For information, see
section Current Calls.

For information on managing conferences, see section Manage Conference Calls.

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Name

Icon

Call States and Actions

The following table lists the possible call states and actions that can be performed on calls in
each state.

Call State Display

Ringing In (Local) Incoming

Local

Ringing In

Incoming

(Remote)

Ringing Out,

Outgoing

Outgoing

Active Active

On Hold Held

On Hold
(Remote)

Remote
Held

Display

Call Personality Call Actions

Click-To-Dial Answer, End

Terminator Answer, Conference, End

Originator Conference, End

Any Transfer, Hold, End,

Conference

Any Transfer, Resume, End,

Conference

Any Transfer, Hold, End,

Conference

Active (In
Conference)

Held (In
Conference)

Ringing In (Recalled
Call)

Active

Held

Call
Recalled

Conference Transfer, Hold, End

Conference Resume, Transfer, End

Terminator Answer, Conference, End

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Contacts Pane

The Contacts pane contains your contact directories and allows you to use your contacts to
make or manage calls.

Figure 18. Contacts Pane

The Contacts pane contains the following panels:

 Search Panel
 Group Panel

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 Common Panel
 Agents Panel (Supervisors)
 Supervisors Panel (Agents)
 Speed Dial Panel
 Queues Panel
 Personal Panel
 Outlook Panell
 Directories Panel

The contact directories you have access to depend on your system configuration as well as t he
services assigned to you. For more information, contact your administrator.

The directories you see in the Contacts pane also depend on your setup.
When you click a contact, the entry expands and the contact’s information, such as phone

numbers and the action buttons for the operations that you can currently take on that contact
appear.

You can only view the details of one contact per directory at a t im e. When you click another
contact in the same directory, the details of the currently expanded contact are automatically
hidden.

Figure 19. Group Panel – Contact in Focus with Action Buttons

For the list of Call Center action buttons, see section Call Action Buttons.

Search Panel

You use the Search panel to look for specific contacts in your contacts’ directories and, if
available, in the configured LDAP directory. For information about performing contact
searches, see section Search for Contacts.

Figure 20. Contacts Pane – Sear ch Panel

Group Panel

The Group panel contains the contacts in your IP Centrex Standard Call Center group directory
(if your group is part of a service provider) or enterprise directory (if your group is part of an

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enterprise. However, if your enterprise administrator restricted your access to the enterprise
directory, you can only see the contacts from your group.)

Figure 21. Contacts Pane – Group Panel

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Common Panel

The Common directory contains the contacts in your group's common phone list configured by
your administrator on IP Centrex Standard Call Center.

Figure 22. Contacts Pane – Common Panel

Personal Panel

The Personal panel contains the contacts from your IP Centrex Standard Call Center Personal
Phone List. It displays the name/description and phone number of each contact.

For information about managing your personal contacts, see section Manage Personal
Contacts.

Figure 23. Contacts Pane – Personal Panel

Agents Panel (Supervisors)

The Agents panel is used by supervisors to monitor and manage agents under their
supervision. For more information, see section Monitor Agents (Supervisor).

Figure 24. Contacts Pane – Agents Panel

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Supervisors Panel (Agents)

The Supervisors panel, available to agents, contains the list of your supervisors. The main
purpose of this directory is to allow you to contact a supervisor quickly.

Figure 25. Contacts Pane – Sup e rv is ors Panel

Selected supervisors have their call status displayed. For more information, see section
Monitor Supervisors (Agent)

Speed Dial Panel

The Speed Dial panel allows you to manage your Speed Dial 8 and Speed Dial 100 contacts. It
is available to users who have been assigned Speed Dial 8 and/or Speed Dial 100 services. If
you only have one of these services, you only see the entries for that service in your Speed
Dial directory.

For each configured speed dial number, Call Center displays the speed dial code and
description. The description is what you entered when configuring the number.

For information about managing your Speed Dial directory in Call Center, see section Manage
Speed Dial Numbers.

Figure 26. Contacts Pane – Speed Dial Panel

Queues Panel

The Queues panel is available to both agents and supervisors. It lists the call centers you are
staffing as an agent or monitoring as a supervisor and the associated Dialed Number
Identification Service (DNIS) numbers. The primary purpose of this panel is to provide you with
a quick way to transfer calls to queues.

Figure 27. Contacts Pane – Queu es Panel

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Instant Message Panel

The Instant Message panel displays IM&P contacts you are subscribed to and their presence
state. You can chat with any contact that has an IM&P service assigned on IP Centrex
Standard Call Center, but you can only see the presence state of the contacts to which you are
subscribed. For information on subscribing to and chatting with IM&P contacts, see section
Monitor IM&P Contacts and Chat with Contacts.

The Instant Message panel appears only if you have been assigned an IM&P service on IP
Centrex Standard Call Center.

When your presence state is set to “Offline,” this panel is empty.

Outlook Panel

Important: Due to web browser security requirements, this feature requires you to first
complete the steps in Appendix A: .

The Outlook panel contains your Outlook contacts.

Figure 28. Contacts Pane – Outlook Panel

Directories Panel

The Directories panel consolidates the contacts from the following directories:
Enterprise/Group, Custom, Personal, Outlook, and Speed Dial. This panel is always visible.

You can choose which directories to display in the Directories panel and you can collapse the
panel, but you cannot close it.

Figure 29. Contacts Pane – Directories Panel

You can also place a copy of a directory below the Call Console. This allows you to view more
than one directory at a time easily.

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Call History

The Call History dialog box, accessed from the Call Console via the Call History button, allows
you to view your past calls. You can place a call to a number from Call History and manage
call logs. For information on making calls from Call History, see section Manage Calls, and for
information on managing your call logs, see section Manage Call History.

Figure 30. Call History Dialog Box

Each call log is displayed on a separate line. Call logs are grouped in three categories: Missed
calls, Received calls, and Placed calls. The following information is displayed for each call log:

 The name and phone number of the remote party
 The date and time when the call was initiated

In addition, if you have Enhanced Call Logs service assigned, the following information is
displayed, as applicable:

 Duration
 Outgoing DNIS
 Redirection Number
 Redirection Type

If you also have the Security Classification service assigned, the security classification of calls
is displayed.

When you click a call log, the Call Action button appears, allowing you to place a call to the
remote party.

Figure 31. Call History Dialog Box – Call Log with Call Action Button

For the list of action buttons available in Call Center, see section Call Action Buttons.

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Controls

Call Center controls are designed in a contextual manner, that is, most controls appear only
when the action they represent can be taken. For example, when you enter a number or select
a contact, a Dial button appears, allowing you to place a call. The contextual controls that
correspond to call operations such as dialing, transferring calls, or putting calls on hold are
called action buttons. They appear on the Dialer, in a call entry, in a directory entry (contact), in
a call log, or on a queued call (Supervisors).

The following table lists the general controls used in Call Center and the controls displayed on
the headers in the panels.

Name Description

Common Controls

Options This is located in the upper-right corner of a pane or page. When

clicked, it displays a drop-down menu of options that control the
display of information in that pane/page. The available options
depend on the context.

Expand/Collapse This shows or hides the contents of a window or panel.

Close This closes an interface element, such as a window, pane, or

panel.

Edit This allows you to change a list of items, such as agents to

monitor or speed dials

Logo Bar, Dialer, Call Console, Directories Panel, and Search Panel Controls

Web Pop URL Opens a page in your browser at the configured URL to provide

additional information about the caller
Allows you to select the phone number to use as your Calling

Outbound CLID

Line ID for the next outgoing call.
Allows you to apply one or more disposition codes to the last call

Disposition Code

when you are in Wrap-Up
Allows you to apply one or more disposition codes to the

selected call.
Allows you to attach a trace to the last call.

Trace Call

Displays your current ACD state and allows you to change it.

ACD State

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Name Description

Presence State

Displays your current IM&P presence state and allows you to
change it using the drop-down list.

Displays the Call History

Call History

Allows you to turn Auto Answering on and off.

Auto Answer
Call Waiting Allows you to turn Call Waiting on or off. It is available only if you

have been assigned the Call Waiting service.

End Conference Ends a conference call.

Leave Conference Disconnects you from the conference while allowing other

participants to continue the call.

Hold Conference Holds the conference call.

Resume Conference

Resumes a held conference

Barge In “Un-mutes” your Silent Monitoring call, thereby establishing a

Three-Way Conference

Pull Out Directory Places a selected directory below the Call Console.

Call Notification Pop-up Window

Web Pop URL

Vcard

Opens a page in your browser at the configured URL tro provide
additional information about the caller

Saves the caller’s phone number and personal information as a
vCard in Microsoft Outlook. It appears only when Outlook is
running.

Chat Window

Call

Add User to Chat

Invite

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This places a call to your chat partner

Allows you to select users to add to the chat

Invites selected users to the chat

Manage Calls

Name Description

Pop-out

Pop-in

Takes a chat window out of the main interface and makes it a
free-floating window.

Anchors a free-floating chat window inside the main interface.

Minimizes the chat window

Minimize

Close

Closes the chat window

Supervisors Panel (Agent)

Makes an emergency call to a supervisor

Emergency

Escalates a call to a supervisor

Escalate

Queued Calls Pane – Call Center Queue Panel (Supervisors)

Identifies and allows you to change the service mode of a

Service Mode

supervised call center.

Scheduled Reports Window

Loads a scheduled report, allowing you to view and modify it

Load Report

Deletes a scheduled report.

Delete Report

Call Action Buttons

Action buttons allow you to perform actions on calls, such as answering or transferring a call,
or actions that result in a call being placed, such as dialing a number or contact. They appear
on the Dialer, on a call line, in a call history log, in a directory entry, or (for supervisors) in a
queued call entry.

Action buttons are contextual, that is, they appear on a line/entry when the corresponding
action can be performed on that entry.

For example, when you click a contact in the Group directory, the contact expands and the Call
button appears on the line for that contact, allowing you to call the contact. Note that other
buttons may appear on the line for a contact, depending on the call state and t he contact’s
configuration.

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Figure 32. Group Panel – Contact in Focus

The following table lists the action buttons available in Call Center.

Button Description

Dial

Call

Redial

Ext

Mobile

Email

Transfer

Transfer

Answer

Hold

Dials the number you entered in the Dialer

Places a call to the selected contact or to a number from Call
History

Redials the last dialed number

Dials the contact’s extension

Dials the contact’s mobile number

Opens a new e-mail message window with the contact’s e-mail
address, allowing you to send a message to the contact.

Transfers a call to an ad hoc number entered in the Dialer.

Transfers a call to a selected number or contact

Answers an incoming call, answers an unanswered call for a
contact, or resumes a held call

Places a call on hold

End

Ends a call

Generates a call trace on a call

Trace

Establishes a conference call or adds a call to a conference

Conference

Record

Pause

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Starts call recording or marks a call that is already being
recorded to be kept

Pauses call recording

Manage Calls

Button Description

Resume

Stop

Camp

Escalate Call

Emergency Call

Chat

Web Pop URL

Delete Call Log

For Supervisors Only

Queue

Resumes call recording

Ends call recording

Camps a call on a busy contact

Escalates a call to a selected supervisor

Places an emergency call to a selected supervisor

Opens a chat window allowing you to chat with an IM&P contact

Opens a page in your browser at the configured URL to provide
additional information about the caller

Deletes a call log from Call Histo ry

Allows the supervisor to make an agent join or leave queues

Monitor Next Call

Monitor

ACD State

Barge In

Answer

Promote

Retrieve

Allows the supervisor to silently monitor the next call for a
selected agent or call center

Allows the supervisor to silently monitor the current call for a
selected agent with an active call

Allows the supervisor to change a selected agent’s ACD state

Allows the supervisor to barge in on an agent’s call, by
establishing a Three-Way Call between the supervisor and the
two parties involved in the call

Answers an unanswered call for a monitored agent

Promotes a selected call to the next highest priority bucket
within the queue

Retrieves a call from the queue to the supervisor’s device.
When a call is manually retrieved via this action, the call is
reported as an Incoming call rather than an ACD call in the
reports.

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Button Description

Reorder

Changes a call’s position in the queue.

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Manage Calls

This section describes the operations you can perform to make and manage calls.
Your current calls are displayed in the Call Console with the calls currently involved in a

conference displayed in a separate panel called Conference Call. Note: You can only be
involved in one conference at a time.

The following subsection provides a quick reference to call
management operations. These operations are described in detail in
the rest of this secti o n. Note: For operations on calls that involve a
contact, you can drag the call onto the contact and click the button
for that contact, which corresponds to the operation you want to
perform, see

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While on the call, enter a number in the Dialer or

Drag and Drop Call onto Contact.

Call Management Operations Quick Reference

The following table provides a summary of the actions that you can take to manage calls.
These actions (operations) are described in more detail in the following sections.

Function Steps

Assign Disposition Code
to Selected ACD Call

Assign Disposition Code
while in Wrap-Up

Generate Call Trace for

In the Call Console, click the target ACD call and select a code from the
drop-down list that appears.

In the Call Console, click the Disposition Code button and select a code
from the list. The code is applied to the last released call.

In the Call Console, click the Call Trace button for the target call.

Selected Call

Generate Call Trace for

In the Call Console, click the Call Trace button.

Last Released Call

Answer Incoming Call In the Call Console, click Answer for the target call.

Turn Auto Answer On In the Call Console, click Auto Answer.

Open URL In the Call Notification dialog box for an incoming call or on any call in

the Call Console, click the Web Pop URL button.

Save a vCard In the Call Notification dialog box for an incoming call, click the Add

vCard button.

Place Call on Hold In the Call Console, move the mouse over the call and click Hold.

Resume Held Call In the Call Console, move the mouse over the call and click Retrieve.

Blind Transfer Call Drag the call onto the target contact and click Transfer for that

contact. Alternatively, enter the target number in the Dialer and click
Transfer on the Dialer.

Transfer with
Consultation

select a contact in the Contacts pane and click Dial.

When the new call is connected, consult with the

party.
When ready to transfer, select the original call.
Move the mouse over the new call that is not selected

call and click Transfer.

Transfer to Queue Drag the call onto the target queue in the Queues panel and click

Transfer for that queue.

Make Emergency Call
to Available Supervisor

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In the Call Console, select the call to escalate and click the Emergency
button in the Supervisors panel.

Manage Calls

In the Call Console, select the call to escalate.

In the Call Console, select the call to escalate.

Function Steps

Make Emergency Call
to Selected Supervisor

Blind Escalate Call

Escalate with
Consultation

Drag the call to escalate onto an available supervisor in the Supervisors
panel and click Emergency for that supervisor.

In the Supervisors panel, click Escalate or cl ick an

available supervisor and click Escalate for that

supervisor.
In the Call Console, move the mouse over the call to

the supervisor and click Transfer before the

supervisor answers the call.

In the Supervisors panel, click Escalate or cl ick an

available supervisor and click Escalate for that

supervisor.
Consult with the supervisor.
When ready to transfer, in the Call Console, move the

mouse over the call to the supervisor and click

Transfer.

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Drag and Drop Call ont o Contact

In Call Center, you can drag a call from the Call Console and drop it on a targ et cont act in one
of your contact directories. This provides you with a quick way to perform operations on calls
that involve a contact.

As the call is dragged, a green icon is displayed. When the call is dropped onto a cont act, no
action is taken on the call. The target contact expands and you can select the action button for
the operation you want to perform on that call.

View Calls

You can view your current calls and your past calls (Call History). For information about Call
History, see section Manage Call History.

View Current Calls

Your current calls are displayed in the Call Console with the calls involved in a conference
displayed in a separate pane called Conference Call.

Group Calls

Your current calls can be grouped by the call center they come from. When calls are grouped,
direct calls are placed in a separate category.

To group or ungroup calls:

On the Call Console header bar, click Options.
Select Group By and then Calls From.
To ungroup, repeat the operation by selecting None instead of Calls From.

To view or hide calls in a group:

Click the Show/Hide button ( / ) to the left of the group name.

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View Incoming Call Details

When you receive a new call, the call appears in the Call Console. If calls are grouped and the
corresponding grouping is collapsed, it is expanded to make the call visible.

When the Call Notification feature is enabled, a Call Notification pop-up window appears on top
of the system tray when you receive an inbound call.

For calls to your direct number or extension, the following information is displayed:

 Calling party name
 Calling party number

Figure 33. Call Notification Pop-up Window for Call That Is Not ACD Call

For calls from a call center, the following information is displayed:

 Calling party name
 Calling party number
 Call center name or DNIS name, followed by the time the call has been waiting in

queue (wait time)

 Number of calls in queue (queued calls)

Figure 34. Call Notification Pop-up Window for ACD Call

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Manage Calls

In addition, for diverted calls, that is, calls that were forwarded or transferred before being
delivered to you, the diversion information is also displayed.

Figure 35. Call Notification Pop-up Window with Diversion Information

Note: You must have only one tab open in the browser running Call Center to receive

call notifications.
If calls come within eight seconds of each other, the Call Notification pop-up window only

appears for the first call of that series.

Generate Call Trace

Call Center allows you to generate a trace on active, held, released, or missed calls.

Note: You must be assigned the Customer Originated Trace service to use this
capability.

A call trace contains the following information:

 The phone number of the user who initiated the trace. When the user does not have a

phone number, the group phone number and the extension of the user is provided
instead. For intra-group calls, only the caller’s extension is used.

 The date and time the call was received.
 The identity (name and number) of the caller, if available. Issuing more than one call

trace request has no effect.

Generate Call Trace for Selected Call

To generate a trace for a selected call:

Click the Trace icon for that call.

Generate Call Trace for Last Released Call

You can generate a trace for the most recently released or missed call.
To generate a trace for the last released or missed call:

In the Call Console, click the Trace icon .

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Record Calls

To record calls, you have to have the Call Recording service assigned and configured. You
can record calls manually or have the system automatically record your calls.

Depending on your Call Recording mode, Call Center may allow you to manually start, pause,
resume, or stop recording a call.

For information on configuring your services, see the IP Centrex Standard Call Center
Application Server User Web Interface Administration Guide.

Figure 36. Call in Call Console with Record Button

When a call is being recorded, the recording state, (which can be either Recording or
Paused) appears on the line for the call.

Figure 37. Call Being Recorded

Start Call Recording

To manually record calls, you have to have your Call Recording service mode set to On
Demand or On Demand with User Initiated Start.

To record a call, select the call in the Call Console and click Record .

In the On Demand mode, the call is recorded from the beginning, and you have to request the
recording before the end of the call to keep the recording. In the On Demand with User
Initiated Start mode, the recording starts from the moment when you click the Record button.

Pause and Resume Call Recording

To pause and resume a recording, you have to have your Call Recording service mode set to
On Demand, On Demand with User Initiated Start, or Always with Pause/Resume.

To pause a recording, select a call that is being recorded in the Call Console and

click the Pause icon .
The recording pauses until you resume it or the call ends.
To resume a paused recording, select a call whose recording has been paused in

the Call Console and click the Resume icon .

When you pause and resume a recording, only one call recording is generated for the call.

Stop Call Recording

You can only stop recording a call if your Call Recording service mode is set to On Demand
with User Initiated Start.

To stop recording a call, select the call that is being recorded (or whose recording

has been paused) in the Call Console and click Stop .

If you click Start after a call recording has been stopped, a separate recording is

created.

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Receive, Answer, an d End Calls

You can answer calls manually or have your phone automatically answer incoming calls.

Answer Call

Note: When using the Remote Office service, the Answer button is disabled.

To answer a ringing call:

Click Answer for that call.

To answer an incoming call from a Call Notification pop-up window:

Click anywhere on the text in the pop-up window.

Auto Answer Calls

This feature is typically used by agents who use headsets with their phones and take care of a
high volume of calls. It may be enabled either by you in the client or configured in the system
by your administrator.

Note: Auto Answer only works if your device is compliant with Advanced Call Control
(ACC).

To answer calls automatically:

In the Call Console, click the Aut o Answer icon .

Result: The button changes to this icon to indicate that Auto Answer is on.

When Auto Answer is enabled, your phone automatically goes off-hook when it is alerted. This
applies to both inbound and Click-To-Dial calls.

The Auto Answer feature may be enabled manually in the Call Center client or by the
administrator on MyAccount.

Note: If this feature is enabled by your administrator, you must not enable the client­based Auto Answer using the Auto Answer button.

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Open URL

For any current call, you can open a page in your browser that contains information about the
calling party encoded in its URL. This can be done either from the Call Notification pop-up
window that appears on top of the system tray for an incoming call or from the Call Console for
any current call.

This feature is configured on the Settings – General configuration page. For more information,
see section Screen Pop.

To open a URL for an incoming call:

In the Call Notificatio n pop-up window, click the Web Pop URL icon .

To open a URL for any call:

In the Call Console, click the Web Pop URL icon for the target call.

Save vCard

When you receive a call, a Call Notification pop-up window appears on top of the system tray.
You can click a button in this window to save the caller’s phone number and personal
information as a vCard in Microsoft Outlook.

To save a vCard:

In the Call Notificatio n pop-up window, click the Add vCard icon . This button

is only present when Outlook is running.

End Call

To end a call:

Click the End icon for that call.

Note: If the call has not been answered yet, then the calling party continues to ring until
there is no answer, until another applicable timer expires, or the user hangs up.

Make Outbound Calls

You can make calls to an ad hoc number, to a contact from any of your contacts’ directories, or
to a number from Call History. You can also specify the calling line identity t o us e for your
outbound calls.

Dial Ad Hoc Number

You use the Dialer, located at the top of the Call Console, t o place a call to an ad hoc number.
To dial an ad hoc number:

In the Dialer, enter the phone number and click the Dial icon .

Result: The client issues a Click-To- Dial attempt to the specified phone number

and the call appears in the Call Console.

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Manage Calls

Redial Number

Call Center keeps up to ten most recently dialed numbers, which you can redial using the
Dialer.

To redial one of the recently dialed numbers:

In the Dialer, place the cursor in the text box and start entering a number. A list of

recently called numbers that start with the entered digits appears.
Select the number to dial and click Dial .

Result: The client issues a Click-To-Dial attempt to the selected number. (Note:

Alternatively, click the Redial icon and select the number from the list that

appears.)

Dial Contact

You can use any directory in the Contacts pane to dial a contact.
To dial a contact:

In the Contacts pane, expand the directory from which you want to dial a contact.
Click the target contact to expand it and click the Call icon for that contact.

(Alternatively, to dial the contact’s mobile number, click the Mobile icon .)

Result: The client issues a Click-To-Dial attempt to the specified phone number

and the call appears in the Call Console.

Dial from Search

You use the Search panel in the Contacts pane to search for contacts in your contacts’
directories. For more information, see section Search for Contacts.

To dial a number from search:

Perform a search.
Click the target contact to expand it and then click Call .

Figure 38. Dial From Search

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Manage Calls

Dial from History

You can dial any number that is available in Call History.
To dial from Call History:

In the Call Console, click the Call History icon .

Result: The Call History dialog box appears.

Figure 39. Call History Dialog Box

From the Show drop-down list, select Missed Calls, Received Calls, or Placed

Calls.
Click the call log from which you want to dial and then click the Call icon .

Place Calls on Hold, Resume, and Camp Calls

You can only put an active call on hold.

Note: When using the Remote Office service, the Hold/Resume buttons are disabled.

Place Call on Hold

To place a call on hold:

Click the Hold icon for the target call.

Resume Held Call

To resume a held call:

Click Answer for the target call.

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Manage Calls

Conduct Busy Camp On

Busy Camp On allows you to find a temporary parking place for a call by placing the call on
hold for a busy contact. The call is automatically transferred to the destination when the
contact becomes available. A call to camp must be active or held and the destination contact’s
phone state must be either Busy or Ringing.

If the camped call is not answered within the predefined time, then the call is recalled and it
reappears in your Call Console.

Agents can camp calls on monitored contacts in their Supervisors directory and supervisors
can camp calls on monitored contacts in their Agents directory. For information on monitoring
supervisors, see section Monitor Supervisors (Agent). For information on monitoring agents,
see section Monitor Agents (Supervisor).

To camp a call on a busy contact:

From the Call Console, select an active or held call.
In your Supervisors or Agents directory, select the contact to camp the call on. The

contact’s phone state must be Busy or Ringing.
Move the mouse over the contact and click the Camp icon . Once the call is

camped, it is removed from the Call Console. If the camped call timer expires

before the call is answered, the call reappears in the Call Console.

Transfer Calls

There are a number of ways that you can transfer a call. You can transfer using blind transfer,
transfer with consultation, or transfer to a queue.

Blind Transfer

Use this method to transfer a call to another number without providing an introduction to the
destination party. Calls may be transferred this way while active, held, or ringing (in) on your
phone. In the latter case, the system redirects the call before it is answered.

To blind transfer a call to an ad hoc number:

From the Call Console, select the call to transfer.
In the Dialer, enter the destination number and click the Transfer icon .

The call is transferred and removed from the Call Console.
To blind transfer a call to a contact:
From the Call Console, select the call to transfer.
In the Contacts pane, expand the directory from which you want to select a

contact.
Click the destination contact and click the Transfer icon for that contact. The

call is transferred and removed from the Call Console.

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Manage Calls

Transfer with Consultation

Use this method to transfer a call with an introduction to the destination party. Calls may be
transferred this way while active, held, or ringing (in) on your phone. In the latter case, the
system redirects the call before it is answered.

To transfer a call with consultation:

Make a call to the person to whom you want to transfer the call. If the first call was

active, it is put on hold.
Wait until the called party accepts your call and speak to the party.
When ready to transfer, from the Call Cons o le, select one of the two calls.

Move the mouse over the call that is not selected and click Transfer . The

calls are connected and removed from the Ca ll Conso le .

Transfer to Queue

You can transfer a call back to a queue. A transferred call is placed at the bottom of the queue.
To transfer a call to a queue:

From the Call Console, select the call to transfer.
In the Contacts pane, expand the Queues panel.

Click the destination queue and click Transfer for that queue.

Result: The call is transferred to the selected queue and removed from the Call

Console. (Alternatively, drag the call onto the target queue and click the Transfer

icon for that queue.)

Escalate Calls

You can escalate calls to the first available supervisor or to a specific supervisor. You can also
make an emergency call, which quickly conferences an available supervisor into your call,
without placing the remote party on hold.

You use the Supervisors panel located in the Contacts pane to escalate calls.

Make Emergency Call

Use this method to escalate a call to a supervisor in an emergency. When you make an
emergency call, the caller is not placed on hold; instead, a supervisor is immediately
conferenced in to the call. You can let Call Center select the supervisor or you can select the
supervisor yourself.

Note: To make emergency calls, you must have the Three-Way Call or N-Way Call
service assigned.

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Manage Calls

To make an emergency call to an available supervisor:

While on the call, click the Emergency icon in the Supervisors panel.

Result: This places the call to the first available supervisor. When the supervisor

answers the emergency call, a Three-Way call or an N-Way call is started, without

putting the caller on hold.

Figure 40. Supervisors Panel – Making Emergency Calls

To transfer the call to the supervisor, click LEAVE in t he Conference Call panel

after the conference is established.

Figure 41. Conference Call Panel – Leave Conference

To make an emergency call to a specific supervisor:

While on a call, expand the Supervisors panel.
Click the target supervisor and click the Emergency icon for that supervisor.

Make sure the supervisor you selected is available. (Alternatively, drag the call

onto the target supervisor and click the Emergency icon for that supervisor.

Result: This places the call to the selected supervisor. When the supervisor

answers the emergency call, a Three-Way call or an N-Way call is started, without

putting the caller on hold.
To transfer the call to the supervisor, click LEAVE in t he Conference Call panel

after the conference is established.

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Manage Calls

Blind Escalate Call

Use this method to escalate a call to a supervisor without consulting the supervisor. You can
escalate a call to the first available supervisor or select the supervisor yourself.

To blind escalate a call:

In the Supervisors panel, click the Escalate ico n to let the system select a

supervisor; or, to select the supervisor yourself, click an available supervisor and

click the Escalate icon for that supervisor.

Result: Your original call is placed on hold and a call to the supervisor is initiated.
Without waiting for the supervisor to answer, in the Call Console, select the original

call.
Move the mouse over the call to the supervisor and click the Transfer icon .

Escalate with Consultation

Use this method to escalate a call to a supervisor and provide an introduction beforehand. You
can escalate the call to the first available supervisor or select the supervisor yourself.

To escalate a call with consultation:

In the Supervisors panel, click the Escalate icon to let the system select a

supervisor; or, to select the supervisor yourself, click an available supervisor and

click the Escalate icon for that supervisor.
Wait until the supervisor accepts your call and speak to the supervisor.
When ready to transfer the call, in the Call Console, select the original call.

Move the mouse over the call to the supervisor, and click the Transfer icon .

Escalate with Conference or Handover

Use this method to escalate a call to a supervisor through a conference call. You can then
leave the call.

To escalate a call with conference or handover:

In the Supervisors panel, click the Escalate icon to let the system select a

supervisor; or, to select the supervisor yourself, click an available supervisor and

click the Escalate icon for that supervisor.
When the supervisor accepts your call, speak to the supervisor about the issue.
In the Call Console, select the original call.
Move the mouse over the call to the supervisor and click the Conference icon

. A conference call is established and the calls appear in the Conference Call

panel.
To hand the call over to the supervisor, click the Leave Conference icon in

the Conference Call panel.

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Manage Calls

Escalate with Mid-Conference Hold

Use this method to escalate a call to a supervisor through a conference call and provide an
opportunity for the customer to speak to the supervisor.

To escalate a call with mid-conference hold:

In the Supervisors panel, click the Escalate icon to let the system select a

supervisor; or, to select the supervisor yourself, click an available supervisor and

click the Escalate icon for that supervisor.
When the supervisor accepts your call, speak to the supervisor about the issue.
In the Call Console, select the original call.

Move the mouse over the call to the supervisor and click Conference .

Result: A conference call is established and the calls appear in the Conference

Call panel.

In the Conference Call panel, click the Hold Conference icon .

Result: This puts both calls on hold but allows the customer and the supervisor to

continue their conversation.
To drop a specific party from the conference, select their call from the Conference

Call panel and click the End icon .
To leave the call, click the Leave Conference icon in the Conference Call

panel.

Manage Conference Calls

You manage conferences in the Call Console. You use the:

 Current calls area to establish a conference and add participants to it.
 Conference Call panel to manage or end an active conference call. You can only have

one active conference at a time.

Figure 42. Call Console – Conference Call Panel

Note: To start conference calls, you must have the Three-Way Call or N-Way Call

service assigned.

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Manage Calls

Start Three-Way Conference

To start a conference call, you must have at least two current calls. The calls can be received
or made by you. If required, make calls using any of the methods described in sect ion Make
Outbound Calls.

To start a conference:

In the Call Console, selec t a call.

Figure 43. Call Console – Starting Conference Call

Move the mouse over a call that is not selected and click the Conference icon

. A Three-Way Conference is established and the connected calls appear in

the Conference Call panel.

Figure 44. Conference Call Panel – Conference Call

Add Participant to Conference

Note: To add participants to a conference, you must have the N-Way Calling service
assigned.

To add a participant to a conference:

If the call you want to add to the conference is not yet established, place the call.
In the Call Console, move the mouse over the call and click the Conference icon

.

Result: The call is added to the conference.

Hold Conference

To put an active conference on hold:

In the Conference Call panel, click the Hold Conference icon . This allows

other conference participants to continue their conversation.

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Manage Calls

Resume Conference

To resume a conference call that you previously put on hold:

In the Conference Call panel, click the Resume Conference icon .

Result: All the calls in the conference become active.

Hold Participant

To put a specific conference participant on hold:

Expand the Conference Call panel.
Move the mouse over the target call and click the Hold icon .

Take Participant Off Hold

To resume a participant’s held call:

Expand the Conference Call panel.
Move the mouse over the target call and click the Answer icon .

Leave Conference

To leave the conference:

In the Conference Call panel, click the Leave Conference icon . The other

parties continue their conversation.

Note: This function is only available for Three-Way Conferences.

End Participant

To end a selected call in a conference:

Expand the Conference Call panel.
Move the mouse over the call and click the End icon .

End Conference

To end the conference:

In the Conference Call panel, click the End Conference icon . This releases all

the calls that participated in the conference.

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Manage Call History

Manage Call History

Call Center collects call logs for your placed, received, and missed calls. You can call any
number available in Call History. For information on making calls from Call History, see section
Manage Calls.

This section explains how to view and delete call logs.

View Call History

You can view your placed, received, and missed calls.

Note: The format in which date and time are displayed in the Call History dialog box
depends on the date and time settings selected on the Settings – General configuration
page. For details, see sections Date Format and Time Format.

To view your call history:

In the Call Console, click the Call History icon . The Ca ll His tory dialog box

appears displaying your past calls. The calls are grouped into placed, received,

and missed calls. By default, missed calls are displayed.

Figure 45. Call History Dialog Box

To show calls in a specific group, select that group from the Show drop-down list.

Delete Call History

You can delete a selected call log or all call logs from Call History.
To delete calls from Call Histo ry:

In the Call Console, click the Call History icon . The Ca ll His tory dialog box

appears.
To delete all call logs, clic k the Delete All icon .
To delete a selected log, move the mouse over the log and click the Delete icon

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Manage Contacts

Centrex Standard Call Center group or enterprise directory.

Standard Call Center.

Phone List on IP Centrex Standard Call Center.

Manage Contacts

You use the Contacts pane to perform call and monitoring operations on your contacts as well
as to manage your contacts’ directories.

Figure 46. Contacts Pane

Call Center provides access to the contacts’ directories listed in the following table.

Interface Element Description

Group The Enterprise/Group directory contains the contacts in your IP

Common The Common directory contains the contacts in the common

phone list configured by your administrator on IP Centrex

Personal

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The Personal directory contains all contacts in your Personal

Manage Contacts

(Agents)

list of your supervisors and allows you to view their phone state.

their phone and ACD state.

100).

allows you to transfer calls to queues quickly.

directories are configured by your administrator.

Outlook

The Outlook directory contains your Outlook contacts.

subscribed.

Interface Element Description

Supervisors

Agents
(Supervisors)

The Supervisors directory, available only to agents, contains the

The Agents directory, available only to supervisors, contains the list
of agents you supervise and allows you to manage them and view

Speed Dial The Speed Dial directory contains the numbers configured for you or

by you for your Speed Dial services (Speed Dial 8 and/or Speed Dial

Queues The Queues directory lists the call centers and associated DNIS

numbers for the call centers you are either supervising or staffing. It

Custom A Custom directory contains selected contacts from your IP Centrex

Standard Call Center group or enterprise directory. You can have
access to zero, one, or several custom directories. Custom

Instant Message The Instant Message directory lists IM&P contacts to which you are

Access to certain directories depends on your permissions and the system setup. For
information, contact your administrator.

The Contacts pane also contains the Directories panel, which consolidates the contacts from
the following directories: Enterprise/Group, Custom, Personal, Outlook, and Speed Dial. The
Contacts pane is always visible. You can choose which directories to display in the Directories
panel and you can collapse the panel, but you cannot close it.

For information about the operations you perform to manage your contact directories, see the
following sections:

 View Contacts
 Organize Contacts
 Search for Contacts
 Manage Personal Contacts
 Manage Speed Dial Numbers
 Monitor IM&P Contacts and Chat with Contacts

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Manage Contacts

View Contacts

Call Center allows you to select directories to display in the Contacts pane and below the Call
Console, show or hide directory contents, and select the order of appearance for information in

certain directories.

Show or Hide Directories

You can decide which of the directories that you are allowed to access appear in the Contacts
pane.

All directories can be displayed individually in the Contacts pane.
In addition, you can decide which directories to display in the Directories panel (on their own or

with other directories), and below the Call Console.
To show or hide a directory in the Contacts pane:

In the Contacts pane, click the Options icon .
Select View, Directories, and then select or unselect the directory to display/hide.

To display all directories, select All.
To hide a directory, you can also click the Close icon for that directory.

Note: You cannot close the Directories panel.

Figure 47. Contacts Pane – Show/Hide Contact Directories

To show a directory in the Directories panel:
In the Directories panel, select the directory to display from the drop-down list. To display all

directories, select Show all.

Figure 48. Directories Panel – Selecting Directory to Display

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Manage Contacts

Display Directory Below Call Console

To display a directory below the Call Console:

In the Directories panel, select Show all.
Click the Pullout Directory button for the directory to display. The directory

appears below the Call Console.
To close the directory, click the Close button .

Show or Hide Directo ry Content

By default, your directories are collapsed, with only the title bar visible. You can selectively
expand the directories that you want to consult or use.

To show or hide contacts in a directory:

In the Contacts pane, click the Expand/Collapse button for that directory.

Show Contact Details

You can view the details of a contact in any directory.
To view contact details:

Expand the target directory.
Click the contact. The entry expands, displaying the contact’s details. The

information depends on the target directory and includes the contact’s phone

numbers or IDs and action buttons.

Only one contact per directory can be expanded at a time. When you click a contact, the
system automatically hides the details of the previously expanded contact.

Select Display Order

Contacts in the Group/Enterprise, Agents, and Supervisors directories can be displayed by
either their first name or last name first. Your selection applies to all of these directories.

You cannot specify the display order for each directory individually.
To specify the contacts’ display order:

In the Contacts pane, click the Options button .
Select View, then Display Name, and then the order in which you want to display

the contacts: Last Name, First Name -or- First Name, Last Name.

Organize Contacts

Sort Contacts

You can sort contacts in the following directories: Group/Enterprise, Queues, and Agents.
To order contacts in a directory:

In the Contacts pane, click Options .

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Manage Contacts

Select Sort, followed by the name of the directory in which you want to sort

contacts, and then the sorting option.

Note: When agents are ordered by ACD state and there is a change in the ACD state of
an agent, the agents are not automatically re-ordered.

Search for Contacts

Call Center provides you with a search function that allows you to search for specific contacts
in your directories.

You use the Search panel in the Contacts pane to look for contacts.

Perform Contact Search

To search for contacts:

In the Search text box, enter the text you want to search for and press ENTER.

You can enter partial information, such as part of a name or phone num ber.

For example, if you do not remember whether Mary’s last name is spelled “Shelley” or “Shelly”,
you can enter “Shell”, and either name is returned.

To restrict the search t o contacts that start with the entered text, check the Begins

with box.
From the drop-down list, select the directories to search.
Press ENTER.

The text you enter is matched against all attributes of every entry in the selected directories.

Note: The search is not case-sensitive; the search for “Ann” and “ann” returns the same
results.

Search results are displayed in the Search panel, each contact listed with the name of the
directory where they were found.

IP Centrex Standard Call Center directories are searched in the following order: Supervisors,
Agents, Group/Enterprise. Duplicate search results in IP Centrex Standard Call Center
directories are not displayed; the first match for a given contact is displayed.

Duplicate search results in other directories are displayed.
The search returns either all the contacts (in the selected directories) that contain the entered

keyword or all the contacts that start with the entered keyword.
In the first case (Contains), entering “Ann” and selecting “First Name” from the Keyword

Search Filter drop-down list returns all contacts with the first name “Ann”, but it also returns all
contacts with first names such as “Anne”, “Marianne”, “Marie Ann”, “Ann Marie”, and so on.

In the second case (Start s With), entering “Ann” and selecting “First Name” returns all contacts
with first names such as “Ann”, Anne”, and Ann Marie”, but not “Marianne” or “Mary Ann”.

To clear the search results, click Reset .

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Manage Contacts

Note: Contact entries displayed in search results follow the same rules as if that entry

was accessed in its own directory. This allows you to perform any operations directly
from the search results.

Manage Personal Contacts

You can add or remove personal contacts via the web portal or in Call Center, and the updates
appear in both places. However, the updates that you make via the web portal appear only in
Call Center at the next sign-in.

To update personal contacts using the client, perform the following operations:

 Add Personal Contact
 Delete Personal Contact

You cannot modify a personal contact entry in Call Center. To modify information for a
personal contact, delete the entry and add it again.

Add Personal Contact

To add a personal contact:

In the Personal panel, click Edit . The Edit Personal Contact dialog box

appears.
Click Add. A new line is added below the existing entries, allowing you to define a

new entry.

Figure 49. Edit Personal Contact Dialog Box – Adding Entry

In the Name text box, enter the contact’s name or description, as you want it to

appear on the contact’s list.
In the Number text box, enter the phone number of the contact.
To save the entry, click anywhere in the dialog box outside the entry.

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Manage Contacts

Delete Personal Contact

To delete a speed dial entry:

In the Personal panel, click Edit . The Edit Personal Contact dialog box

appears.
Select the entry to delete and click Delete.

Manage Speed Dial Numbers

You can add or remove speed dial numbers via the web portal or in Call Center, and the
updates appear in both places. However, the updates that you make via the web portal appear
only in Call Center at the next sign-in.

To update speed dial entries using the client, perform the following operations:

 Add Speed Dial Entry


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Manage Contacts

 Modify Speed Dial Entry
 Delete Speed Dial Entry

Add Speed Dial Entry

To add a speed dial entry:

In the Speed Dial panel, click Edit . The Edit Speed Dials dialog box appears.
Click Add. A new line is added below the existing entries, allowing you to define a

new entry.

Figure 50. Edit Speed Dials Dialog Box – Adding Entry

From the Code drop-down list, select a speed dial code.
In the Phone Number text box, enter the phone number to assign to the code.
In the Description text box, enter a description that allows you to identify the entry.
To save the changes, click anywhere in the dialog box outside the entry.

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Manage Contacts

Modify Speed Dial Entry

To modify a speed dial entry:

In the Speed Dial panel, click Edit . The Edit Speed Dials dialog box appears.
Double-click the entry to modify. The entry becomes modifiable.

Figure 51. Edit Speed Dials Dialog Box – Modifying Entry

Modify information as required.
To save the changes, click anywhere in the dialog box outside the entry.

Delete Speed Dial Entry

To delete a speed dial entry:
In the Speed Dial panel, click Edit . The Edit Speed Dials dialog box appears.

Select the entry to delete and click Delete.

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Monitor IM&P Contacts and Chat

Monitor IM&P Cont acts and Chat wit h Contacts

When you have an IM&P service assigned on IP Centrex Standard Call Center, you can chat
with other IM&P users and see the unified presence state of selected IM&P users directly from
Call Center. The unified presence of a contact is their presence state when they are logged in
through multiple devices or applications, such as IM&P or IP Centrex Unified Communications.

IM&P capabilities are available only when you are online. For information on setting your IM&P
presence state, see section Change Your Instant Messaging and Presence State

Monitor IM&P Contacts

To view the presence state of an IM&P contact, you have to first subscribe to the contact.
Otherwise, Call Center displays the contact’s state as Unsubscribed. When you send a
subscription request to a contact and you are waiting for their reply, Call Center displays t he
contact’s state as Pending Subscription.

The following directories display the IM&P state of contacts: Instant Message, Agent,
Supervisor, Enterprise/Group, Custom, Search, and Directories.

Note: The Instant Message panel does not include IM&P contacts in the Unsubscribed
state

You can subscribe to a contact either by sending a subscription request to the contact or by
adding the contact to the Instant Message directory.

For information about the operations related to subscribing to contacts and viewing their
presence state, see the following sections:

 Subscribe to Contactt
 Add Contact to Instant Message Directory
 Modify Contact Name
 Unsubscribe from Contact
 Accept or Reject Subscription Request
 View Unified Presence State of Contacts

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Monitor IM&P Contacts and Chat

Subscribe to Con ta c t

To send a subscription request to a contact:

Click the IM&P presence icon of an unsubscribed contact in any directory

where the presence state of contacts is displayed. The Contact (IM) Subscribe

dialog box appears.

Figure 52. Contact (IM) Subscribe Dialog Box

Click Yes.

Result: A subscription request is sent to the contact, and the contact is added to

the Instant Message directory. The contact’s state is set to “Pending Subscription”

.

When the subscription is accepted, the contact’s presence state is updated to their actual
presence state.

To resend a subscription request at any time, click the contact’s presence icon

again and click Resend in the dialog box that appears.

Figure 53. Contact (IM) Re-Subscribe Dialog Box

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Monitor IM&P Contacts and Chat

Add Contact to Instant Message Di rec tor y

When you add a contact to the Instant Message directory, the system automatically sends a
subscription request to the contact.

To add a contact to the Instant Message directory:

In the Instant Message panel, click Edit . The Edit Instant Message Contacts

dialog box appears.
Click Add. A new line is added below the existing entries, allowing you to define a

new entry.

Figure 54. Edit Instant Message Contacts Dialog Box – Add Contact

In the Name text box, enter the display name of the contact to add.
In the IM ID text box, enter a valid IM&P ID of the contact.
To save the changes, click anywhere in the dialog box outside the entry.

A subscription request is sent to the contact, the contact’s presence state is set to “Pending
Subscription”, and the contact is added to the Instant Message panel.

When the subscription is accepted, the contact’s presence state is updated to their actual
presence state.

Modify Contact Name

You can modify the display name of an existing contact.
To modify the name of a contact:

In the Instant Message panel, click Edit . The Edit Instant Message Contacts

dialog box appears.
Double-click the contact and enter the new name in the Name text box.
To save your changes, click anywhere in the dialog box outside the entry.

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Monitor IM&P Contacts and Chat

Unsubscribe from Contact

To stop monitoring a contact:

Click the presence icon of the contact. The Contact (IM) Unsubscribe dialog box

appears.
Click Yes. The contact is removed from the Instant Message directory and its

presence status changes to Unsubscribed in other directories.

Accept or Reject Subscription Request

When you receive a request from another user, a dialog box appears allowing you to accept or
deny the request.

Figure 55. Contact (IM) Request Dialog Box

To accept the request, click Yes. If the contact is not yet in your Instant Message directory, a
request is sent automatically to add the user to the directory. To reject the request, click No.

You can also close the dialog box and ignore the request. If you ig nore the request, the dialog
box will reappear the next time you go online.

View Unified Presence State of Contacts

You can view the unified presence state of IM&P contacts in the Instant Message, Agent,
Supervisor, Enterprise/Group, Custom, Direc tories, and Search panels. The presence icon is

displayed to the left of the contact’s name.
Unified instant messaging presence states indicate your contacts’ availability to communicate

using client applications such as Hosted Thin Call Center, Hosted Thin Receptionist, UC-One
Communicator Desktop, or UC-One Communicator Mobile.

The actual unified presence state of a contact is displayed only if you are subscribed to the
contact. Otherwise, the contact’s state is displayed as Unsubscribed or Pending Subscription.

Figure 56. Instant Message Directory – Unified Presence State of Contacts

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Icon

not busy on any device.

devices. Do not disturb.

Subscription

yet been accepted. Clicking the icon resends the request.

request to the contact.

The following table lists the possible unified presence states in Call Center:

IM&P State

Subscribed States

Available

Busy

Away

Offline

Unsubscribed States

Pending

Not
subscribed

Description

The contact is online, available on one or more devices, and

The contact is online, but currently busy on one or more

The contact is connected but away from one or more
devices and not busy on any device.

The contact is offline on all devices.

You sent a subscribe request to the contact, but it has not

The contact has the IM&P service but you are not subscribed
to monitor their state. The contact does not appear in the
Instant Message pane. Clicking this icon sends a subscription

Chat with IM&P Contacts

You can have several concurrent one-on-one or multiuser instant messaging sessions open.
You can chat with more than one contact at the same time, either in one-on-one sessions or by

participating in multiuser chats. Each session requires a separate window.
Chat windows appear at the bottom-right hand side of the Call Center main interface.

Subsequent windows open to the left of the latest opened Chat window.
Chat windows can be taken out of the main interface and placed elsewher e on the screen.
The number of concurrently open Chat windows depends on the browser window size and

screen resolution. The oldest Chat window is closed when there is no more room for a new
Chat window to open. This only applies to Chat windows that are placed within the main
interface.

You can start a chat session with a contact or accept a session r equest from another user. A
one-on-one session can be converted into a multiuser chat by inviting more participants. You
can also receive an invitation to a multiuser chat from another user.

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When your IM&P contact is in your group, you can also phone them directly from the Chat
window.

Start Instant Messaging Session

You can start an instant messaging session with an IM&P contact from any of the following
panels: Instant Message, Agent, Supervisor, Enterprise/Group, Custom, Search, and
Directories.

To start an instant messaging session with a contact:

In the Contacts pane, click the target contact. The entry expands displaying

available action buttons.

Figure 57. IM&P Contact with Chat button

Click Chat on the line for the contact. A Chat window appears, displaying

your contact's information on the title bar.

Figure 58. Chat Window

Note: A Chat window also appears when another IM&P user initiates a chat session with

you.

Type your message in the text box at the bottom of the window and click ENTER.

Your message is sent to your contact.

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The messages you send and receive appear in the Chat Logs area at the top of the window,
below the title bar. Up to 50 messages per contact are kept in the log for the duration of your
IM&P session, even if you close the Chat window and later start exchanging messages again
with the same contact. The messages are cleared when you go offline.

Place Call from Chat Window

If the user with whom you are chatting is also a contact in your Group/Enterprise directory, you
can call them directly from the Chat window.

To place a call from the Chat window:

Click the Call button at the top-right of the Chat window. The Call Center

client issues a Click-To-Dial attempt to the contact's phone number and the call

appears in the Call Console.

Establish Multiuser Chat Session

You can invite other contacts to your chat, thus converting your one-on-one chat to a m ultiuser
chat. An incoming multiuser chat invitation opens a window for a new multiuser chat.

To add users to a chat session:

Click the Add User to Chat button in the Chat window. A drop-down list of

available contacts appears.

Figure 59. Add Participants to Chat

Select the check box next to each contact to invite and click the Invite button.

When a contact joins the chat, a notification appears in the Chat Logs area of the

Chat window. The participants (other than you) are also listed at the top of the

window.
To leave the multiuser chat, close the Chat window.

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Manage Instant Messaging Sessions

If a Chat window is not in focus and an incoming message is available for you to read, the
color of the window is light brown as shown in the following figure. This changes to black as
soon as the window is in focus.

You can also close, minimize, or pop out a Chat window, that is, take the Chat window out of
the Call Center main interface and place it elsewhere on the desktop.

To pop out a Chat window:

Click the Pop-out button at the top-right of the window.

Result: The window is placed on the desktop outside of Call Center and the Pop-

out button becomes the Pop-in button.

To place the window back within the Call Center main interface:

Click the Pop-in button at the top-right of the window.

To minimize or close a Chat window:

Click the Minimize or Close button at the top-right of the window. When a window

is closed, the windows to the left (if present) shift to the right. This applies only to

Chat windows that are placed within the Call Center main interface.

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Monitor Su pervis ors (Agent)

Call Center allows you to monitor the phone state of selected supervisors (up to 50). This is
useful when you are escalating a call and want to find a supervisor who is available to t ak e a
call quickly.

You use the Supervisors panel to view the phone state of selected supervisors and to select
supervisors to monitor. Supervisors who are not monitored have their state set to "Unknown".

Figure 60. Supervisors Panel

Note: This capability is designed to monitor the supervisor's state related to normal calls.

Conference calls are handled differently, and it may happen that the state of a supervisor
who was in a conference call is temporarily not reflected properly. For example, if the
supervisor is in a conference and then all other parties hang up, the supervisor's status
shows as Idle even though their phone may still be off hook.

Select Supervisor s to Monitor

The list of selected supervisors is saved when signing out as part of your workspace and is
restored on subsequent logins.

To select the supervisors to monitor:

In the Supervisors panel, click Edit . The Supervisor Favorit es dialog box

appears.

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Figure 61. Supervisor Favorites Dialog Box

Check the box next to each supervisor to monitor and click Save.

Supervisor Phone States

The following table lists the possible states for a supervisor’s phone line:

Phone State Icon Description

Idle

Busy

Ringing

Do Not Disturb

Private

Supervisor’s phone is on-hook, which means the supervisor is
not on a call.

Supervisor’s phone is off-hook, which means that the
supervisor is on a call.

Supervisor’s phone is in alerting state; a call is currently being
delivered to the supervisor.

Supervisor has enabled the Do Not Disturb service.

Supervisor has enabled phone state privacy.

NOTE: This terminates monitoring of the supervisor’s phone

state for the current login session. To be able to monitor their
phone state again, you must sign out and then sign in after
the supervisor has disabled their phone state privacy.

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Call Forwarding
Always

Unknown

Supervisor has enabled the Call Forwarding Always service.

Supervisor is currently not monitored.

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Manage Queued Calls (Agent)

Manage Queued Calls (Agent)

Call Center provides you with real-time information about monitored queues. This information
is displayed in the Dashboard pane.

Dashboard Pane

The Dashboard pane lists the monitored call centers and provides key indicators for each. For
information about selecting call centers to monitor, see section Select Call Centers to Monitor.

Some fields are color-coded to provide visual indicators of threshold severity. Threshold values
are configured by your administrator. The visual Indicators of threshold severity are as follows:

Severity Color

0 (no threshold crossed) No color

1 (yellow threshold crossed) Yellow

2 (red threshold crossed) Red

Figure 62. Dashboard Pane (Agents)

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The following information is provided for each monitored call center:

 Call center name – The name of the call center.
 Service Mode (Premium cal l centers) – The mode in which the call center currently

operates. This field can have one of the following values:

 Night Service – The call center is processing calls according to the Night Service

schedule and policy.

 Night Service Override – The call center has been manually forced to follow the Night

Service policy.

Note: The Night Service or Night Service Override status appears only if the Night
Service policy is triggered, either by the Night Service schedule or by a manual override,
and if the action to apply to incoming calls is set either to “Perform busy treatment” or
“Transfer to phone number/SIP-URI”. Setting the action to “None” acts as if the Night
Service policy was not triggered and the Night Service/Night Service Override status is
not displayed in Call Center.

 Holiday Service – The call center is processing calls according to the Holiday Service

schedule and policy.

Note: The Holiday Service status appears only if the Holiday Service policy is triggered
and if the action to apply to incoming calls is set by a BroadWorks administrator to
“Perform busy treatment” or “Transfer to phone number/SIP-URI”. Setting the action to
“None” acts as if the Holiday Service policy was not triggered and the Holiday Service
status is not displayed in Call Center.

 Forced Forwarding – All calls to this call center are forwarded to a specified

destination.

 None – Call center is in normal mode of operation; none of the above modes are

enabled.

Note: When the call center is in Normal service mode, the Service Mode field displays
“None”.

 Current Calls in Queue – This is the number of queued calls expressed as a ratio of

the total queue capacity for that call center. For example, “6/10” means that there are
six calls in the queue, which can queue a maximum of ten calls.

 Longest Waiting Call – This is the waiting time of the call that has been in the queue

the longest.

 EWT (Expected Waiting Time) – This is the estimated time a caller has to wait in this

queue before their call is answered.

 AHT (Average Handle Time) – This is the average time it takes to process a call in this

queue.

 ASA (Average Speed of Answer) – This is the average time a caller spends in the

queue before the call is offered to an agent.

 Staffed – This is the number of agents that are in Sign-In, Available, Unavailable, or

Wrap-Up ACD state, as a ratio of all agents assigned to this call center.

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The fields that provide visual indicators are Current Calls in Queue, Longest Waiting Call,
EWT, AHT, and ASA.

Select Call Centers to Monitor

You can select up to 50 call centers to monitor in the Dashboard pane. You can only monitor
call centers to which you have been assigned.

To select call centers to monitor:

In the Dashboard pane, click Options and select the Select Queues option.

The Select Queues dialog box appears.

Figure 63. Select Queues Dialog Box

Check the call centers you want to monitor and click Save.

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Select Information to Display

You can select which performance indicators you want to display in the Dashboard pane.
To select information to display:

In the Dashboard pane, click Options and select the Select Visible Fields

option. The Select Fields dialog box appears.

Figure 64. Select Fields Dialog Box

To display all performance indicators, check Select All. Alternatively, to show or

hide some fields, check to uncheck the corresponding check boxes.
Click Save.

Order Call Centers

By default, call centers displayed in the Dashboard pane are ordered by name. You can
change the order in which call centers are displayed.

To change the order of call centers:

In the Dashboard pane, click Options .
Select Sort By and then select the ordering options you want.

Figure 65. Dashboard – Options – Sort By

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Monitor Agents (Supervisor)

You use the Agents panel to view the agents who you are supervising and to perform actions
on them. You can also monitor the call and the ACD state of selected agents and make agents
join or leave queues. For information on selecting agents to monitor, see section Select Agents
to Monitor. For information on making agents join queues, see section Make Agents Join
Queues.

Figure 66. Agents Panel

Select Agents to Monitor

Call Center allows you to monitor the call and the ACD state of selected agent s , but agents are
not automatically monitored. To monitor the state of an agent, you must select the agent.

To select agents to monitor:

In the Agents panel, click Edit . The Edit Monitored Agents dialog box

appears.

Figure 67. Edit Monitored Agents Dialog Box

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Select the check box next to each agent to monitor. If an agent is staffing multiple

call centers, by selecting that agent for monitoring in one call center, you are also

selecting them for monitoring under all call centers that they are staffing.
Click Save.

The selected agents have their call and ACD state displayed. The state of agents who are not
monitored appears as unknown (dimmed).

Figure 68. Agents Panel – Monitored Agents

The list is saved and is available during subsequent sessions.

Make Agents Join Que ues

Call Center allows you to force an agent’s join status in queues, effectively making the agent
join or leave queues.

Figure 69. Agents Panel – Contact with Queue Button

To make an agent join or leave one or more queues:

In the Agents panel, click the target agent. The entry expands displaying available

action buttons.
Click the Queue button. The Agent Queue Membership dialog box appears listing

the call centers to which the agent is assigned.

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available to take ACD calls.

available to take the call.

Figure 70. Agent Queue Membership Dialog Box

To make the agent join a queue, check the Join box in the row of the queue you

want the agent to join.
To make the agent leave a queue, uncheck the Join box in the row of the queue

you want the agent to leave.
Click Save.

Agent Phone and ACD States

Monitored agents have their phone and ACD state displayed. A single icon, to the left of the
agent’s name, represents the agent’s combined phone and ACD state, which indicates the
agent’s ability to take calls. In addition, the agent’s ACD state is also displayed in text following
their name. If the agent’s ACD state is set to “Unavailable”, then the unavailable code is also
displayed (if applicable).

Other agents have their state set to “Unknown”.

Figure 71. Agents Panel – Agents with Phone a nd ACD State Displayed

The possible agent’s phone and ACD states are as follows:

Phone State ACD State Icon Description

Idle Available

Agent’s phone is on-hook and the agent is

Ringing Available

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Agent’s phone is ringing and the agent is

Monitor Agents (Supervisor)

Sign-Out

or may not be available to take calls.

call waiting and wrap-up settings.

calls temporarily.

Always

privacy.

Phone State ACD State Icon Description

Any Unavailable, Sign-In,

Idle, Ringing Wrap-Up

Busy Available, Wrap-

Up

Do Not

Any

Disturb

Call

Any

Forwarding

Agent is not available to take ACD calls.

Agent is performing post call work. They may

Agent’s phone is off-hook, which means that
the agent is on a call.

Calls may be delivered to agents depending on
their call waiting settings and the call center’s

Agent has enabled the Do Not Disturb service.

ACD calls are not delivered to agent in the Do
Not Disturb call state.

This state is not recommended for Call Center
agents. Agents should use the Unavailable ACD
state when they need to block new incoming

Agent has enabled the Call Forwarding Always
service.

Private Any

Unknown Any

Agent has enabled phone state privacy.

NOTE: This terminates monitoring of the

agent’s phone state for the current login
session. To be able to monitor their phone state
again, you must sign out and then sign in after
the agent has disabled their phone state

Agent is currently not monitored.

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View Agent’s Detail s

Clicking an agent expands the entry to show all queues the agent is assigned to and all the
agent’s current calls, in order of arrival.

For each call, the following information is displayed:

 Call number
 Calling name (if available) and calling number (and for direct calls, extension), for

example, “Joe Smith [phone]”

 Call length in the following format: “MM:SS” (or “HH:MM:SS” if the call las ts lon ger

than an hour), for example, “10:22”

For each queue, the following information is displayed:

 Call Center ID
 Whether the agent has joined the queue
 The agent’s skill level in that queue, if applicable

Agents Panel Entry Expanded

Change Agent ACD State

You can force an ACD state change for an agent. This action can only be performed on
monitored agents.

To change and agent’s ACD state:

In the Agents panel, click the agent and then click the ACD State button .

Figure 72. Agents Panel – Agent ACD State

From the drop-down list, select the new state.
If you selected Unavailable, you may have to select the reason for their

unavailability.

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Silently Monitor Agent’s Call

Call Center allows you to listen to monitored agents’ calls without being heard. You can listen
in on agents who you selected for phone and ACD state monitoring.

Note: This function is available if you have the Directed Call Pickup with Barge-in and
Call Center Monitoring services assigned.

You can silently monitor one agent at a time, and the agent you monitor must have the Call
Center – Premium service assigned.

You can choose to monitor the agent’s current call or next incoming call. To monitor the current
call, the agent must have exactly one active call.

To listen in on an agent’s current call silently:

In the Contacts pane, expand the Agents panel and click the agent to monitor. The

agent must have exactly one active call.

Click Monitor for that agent.

Result: A new call is created in the Conference Call panel. You are conferenced in

to the call and muted (Silent Monitoring).

To listen in on an agent’s next call silently:

In the Contacts pane, expand the Agents panel.
Click the target agent and click Monitor N ext Call for that agent. A monitoring

call is established for the selected agent.

When the next call is received and answered by the agent, you are conferenced in to the call
and your call is muted. Both calls appear in the Conference Call panel.

Figure 73. Silently Monitored Call

To barge in on a call you are silently monitoring:

In the Conference Call panel, click Barge In . You are conf erenced in to the

call.

For information on operations that can be performed on conference calls, see section Manage
Conference Calls

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Barge in on Agent’s Call

Supervisor Barge-In allows you to barge in on an agent’s call. This is useful when you want to
enter an already established call between two other people. You can only barge in on agents
who you selected for phone and ACD state monitoring.

Note: This functionality is only available if you have been assigned the Directed Call
Pickup with Barge-in service.

To barge in on an agent’s call:

In the Contacts pane, expand the Agents panel and select an agent. The agent

must have exactly one active call.
Click the agent to expand the entry and click Barge In . A Three-Way

Conference is established.

For information on operations that can be performed on conference calls, see section Manage
Conference Calls.

Pick Up Agent’s Ringing Call

Call Pickup allows you to pick up an unanswered call on behalf of an agent. This is useful
when the agent is away or busy.

Notes: This functionality is only available if your group has been assigned the Call Pickup
service.

A call that is retrieved using Call Pickup is treated in the Call Center reports as a direct
inbound call to the retrieving party and not as an ACD call, because it was not answered
by the agent selected using the ACD process.

Supervisor Call Pickup is only supported if the agent and supervisor are in the same
group. In an enterprise, this function can be disabled.

To pick up an unanswered call for an agent:

In the Agents panel, select an agent whose phone is ringing.
Move the mouse over the agent and click Answer .

Result: You are now answering the call, and the call appears in the Call Console.

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Manage Queued Calls (Supervisor)

Manage Queued Calls (Supervisor)

Call Center allows you to manage queued calls in the selected call centers (up to five) and to
monitor calls in real time. You use the Queued Calls pane to manage queued calls under your
supervision.

Section Queued Calls Pane describes the Queued Calls pane. The rest of this section
describes the operations you perform to manage queued calls:

 Select Call Centers to Monitor
 Show or Hide Call Center Panels
 View Queued Calls
 Group Queued Calls
 Order Queued Calls
 Monitor Next Call
 Retrieve Call from Queue
 Transfer Call to Another Queue
 Transfer Call from Queue to Agent
 Transfer Call to Ad Hoc Number
 Change Position of Call in Queue

Queued Calls Pane

You use the Queued Calls pane to manage queued calls. The pane displays the monitored call
centers and lists the calls queued in each call center.

You can monitor up to five call center queues at a time, plus one special queue, called the
Quick Link Queue, which does not count toward the maximum of the five-queue limit. The
monitoring of a Quick Link Queue is triggered from the Dashboard.

For information about selecting call centers to monitor, see section Select Call Centers to
Monitor.

For more information about selecting the Quick Link Queue, see section Navigate to Agent in
Agent Directory or Queue in Queued Calls Pane.

Each call center is displayed in a separate panel. The panel’s header provides the following
information and controls:

 Call center name – The name of the call center.
 Call center number – The primary phone number of the call center.

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Figure 74. Queued Calls Pane

Panel Header Icon Description

Service Mode button This identifies the service mode of the supervised call

center. Clicking the button launches the Edit Queued Calls
Favorites dialog box and allows you to activate Night
Service Override or Forced Forwarding. The call center can
be in one of the following service modes:

Nigh t Service The call center is processing calls according to the Night

Service schedule and policy.

Night Serv ice

Override

The call center has been manually forced to follow the

Night Service policy.

Note: The Night Service or Night Service Override
mode appears only if the Night Service policy is
triggered. It is triggered either by the Night Service
schedule or by a manual override, and if the action to
apply to incoming calls is set by a Cox Business
administrator to either Perform busy treatment or
Transfer to phone number/SIP-URI. Setting the
action to “None” acts as if the Night Service policy
was not triggered, and as a result, the Night
Service/Night Service Override mode is not
displayed.

Holid ay S ervice The call center is processing calls according to the Holiday

Service schedule and policy.

Forced

Forwarding

All calls to this call center are forwarded to a specified

destination.

Normal Call center is in normal mode of operation; none of the

above modes is enabled.

Message Waiting This ico n appears if there is one or more outstanding voice

messages left in the call center’s mailbox.

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Panel Header Icon Description

Ratio of visible calls
to display limit

The number of calls in the queue that are currently

displayed against the maximum number of calls that can be
displayed for a queue.

Ratio of queued calls
to queue length

The number of calls in queue against the queue length that

is displayed.
When you expand the panel for a call center, the list of calls

queued in that call center appears. By default, calls are
listed according to their position in the queue with the
oldest call first. They can be grouped by the priority bucket.
For more information, see section Group Queued Calls.

The following information is provided for each call:

Call Status A graphic representation of the state of the queued call

Waiting The call is queued, waiting to be answered.
Announcement An entrance announcement or music is being played to the

caller.

Reordered The position of the call in the queue has been changed.
Bounced The call has been bounced.

Caller’s identity The name (if available) and the phone number of the calling

party.

Call time The total call time, including the time in the current queue

(in parentheses).
Clicking a call expands the call to show additional data:

Position The position of the call in the queue.
Destination The name (if available) and the phone

number of the call center (or DNIS, when
applicable) that was called.

When the call is expanded, the action buttons for actions
that can be performed on the call appear. For the list of
action buttons available in Call Center, see section Call
Action Buttons.

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