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 .
0717
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,
“station_224@acme.com”.
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.
IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 17
Manage Calls
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.
IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 18
Manage Calls
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.
IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 19
Manage Calls
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.
IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 20
Manage Calls
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
IP Centrex Call Center Standard Console - Agent/Supervisor User Guide 21
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