1. Unified Contact Center Enterprise Agent Desktop Training IT Support Center 8-6565 or 305-284-6565 www.miami.edu/network www.miami.edu/it/howto

2. Table of Contents 3.Agent DesktopAgent Desktop 4.Agent LoginAgent Login 5.Agent StateAgent State 6.Agent Ready StateAgent Ready State 7.Agent Not Ready StateAgent Not Ready State 8.Agent Wrap-Up StatesAgent Wrap-Up States 9.Agent Dial/Answer/ReleaseAgent Dial/Answer/Release 10.Agent Making CallsAgent Making Calls 11.Agent Hold/ReleaseAgent Hold/Release 12.Agent Alternate/ReconnectAgent Alternate/Reconnect 13.Agent Conference/TransferAgent Conference/Transfer 14.Agent Conferencing CallsAgent Conferencing Calls 15.Agent Transferring CallsAgent Transferring Calls 16.Agent Supervisor AssistAgent Supervisor Assist 17.Agent ToolsAgent Tools 18.Agent StatisticsAgent Statistics 19.Agent ChatAgent Chat 20.Agent Call InformationAgent Call Information 21.Agent Status BarAgent Status Bar 22.Agent Log Out/Reason CodesAgent Log Out/Reason Codes 23.Agent Log OutAgent Log Out 24.Keyboard AccessibilityKeyboard Accessibility

3. Agent Desktop 3 To start Agent Desktop, double-click the short-cut on the desktop: OR Start  Programs  Presidio Network Solutions  Agent Desktop Upon startup the Agent Desktop main screen appears.

4. Agent Login 4 Click on LOGIN. Enter the following information in the dialog box:  Connect to  Use the drop-down menu to select the connection profile that you want to use.  Agent ID  Your agent ID as assigned by your manager.  Password  Your password assigned by your manager  Instrument  The ACD phone number you receive calls on.

5. Agent State 5 Ready Work Ready Not Ready Work Not Ready Agent State - Contains buttons that let the agent change their state after logging into the system.

6. Agent Ready State  By default, upon successful login, the agent is automatically placed in a Not Ready state.  To enter the Ready state, click the Ready button. The agent is now ready to accept ACD calls. 6

7. Agent Not Ready State  Click the Not Ready button to stop taking ACD calls. The agent is still logged into the system.  Entering Not Ready state opens the Not Ready Reason Codes dialogue box.  Choose appropriate reason for going into Not Ready state. Press OK. 7

8. Agent Wrap-Up States  Work Ready – After ending an ACD call the agent state changes to Work Ready. The wrap- up duration is 5 to 30 seconds (set by system administrator), then agent is automatically placed in a Ready state.  Work Not Ready - Changes agent state to Work Not Ready, indicating that agent will not be available to receive ACD calls after finishing wrap-up work. 8  There are two wrap-up states: After completion of ACD calls a popup box for wrap-up codes appears for agent to select from. Select a wrap-up code and click.

9. Agent Dial/Answer/Release  Dial/Answer/Release  To place a call, click the Dial button and enter the phone number using the provided Dial Pad.  To answer a call, click the Answer button. If Auto-Answer is active for your call center, the agent will hear a tone before the ACD call is automatically delivered to them.  To hang up a call, click the Release button. 9

10. Agent Making Calls 10  To place a call you must be in the Not Ready state. Click the Dial button and enter the phone number using the provided Dial Pad. Then press

11. Agent Hold/Retrieve  Hold/Retrieve Allows the agent to put calls on hold and retrieve a held call.  To place the call on Hold, select a call from the call list and click the Hold button.  To return to the held call, first select the held call and then click the Retrieve button. 11 Call List

12. Agent Alternate/Reconnect  Alternate/Reconnect These buttons are used to switch between multiple calls in the call list.  If there are multiple calls (i.e. inbound/outbound), click the Alternate button to automatically place one call on hold and pick up another call with a single click.  Use the Reconnect button to disconnect the active call(talking) and “Reconnect” to the call that is being held 12

13. Agent Conference/Transfer  Conference/Transfer  Contains buttons that let the agent initiate and complete conference and transfer calls. 13

14. Agent Conferencing Calls  To initiate a conference call, while having a party on the line, click the conference button.  Enter the phone number of the 3 rd party in the Number to Dial field or select a destination from the pull-down menu (last 6 numbers dialed).  Click the Conference button. After talking to the 3rd party, click the Conference button to join all parties. 14

15. Agent Transferring Calls  To transfer a call, click the Transfer button, dial the desired transfer number, and click the Trans Init or Single Step button.  The Warm Xfer button puts the caller on Hold and allows the agent to speak to the transferred party before passing the call  Use the Blind Xfer button for cold transfers (immediately transfers the caller) 15

16. Agent Supervisor Assist  Supervisor Assist** - Contains buttons that let the agent request assistance from a supervisor  Emergency Supervisor Assist – Immediately conferences available Supervisor into the conversation  Supervisor Assist – Places a call to the available Supervisor 16 ** May not be active in all call centers

17. Agent Tools  Tools - Contains buttons that invoke statistical displays and initiate a chat session** 17 ** May not be active in all call centers

18. Agent Statistics  Statistics Display – Provides agent with their own statistics for the current period they are logged in.  Real-Time statistics for themselves  Skill Group information 18 Note – Agent statistics are snapshots of current log in period and may not exactly match information provided in reports

19. Agent Chat  Chat Session** – Allows agent to communicate with other agents and supervisors. 19 ** May not be active in all call centers

20. Agent Call Information  Call Information - Displays the current call-related details Call IDThe Call ID value assigned to this call by Unified CCE or the Unified ICME software CallStatusThe status of the call, such as Ringing, Active, or Held CallTypeThe general classification of the call type DNISThe Dialed Number Identification Service number provided with the call NumberDialedThe calling line ID of the caller, usually the caller's phone number OptionOption selected from Automated Attendant by the caller DialedNumberThe number that the caller dialed WrapUpCall-related wrap-up data populated by the agent after the call Skill GroupCall-related Skill Group data populated by the system after the call 20

21. Agent Status Bar  Status Bar - Displays information about the status of the softphone  Extension and Instrument are assigned to Agents  The Agent ID may be different than Agent Login  Agent Status – Ready, Not Ready, Talking  Connected To indicates the server the software is connected to  Online shows the connectivity status to the server 21

22. Agent Log Out / Reason Codes  To Logout, the agent state MUST be in a Not Ready state  Click Logout button to “Logout”  Select a Reason Code for logging out of the system  Click 22

23. Agent Log Out On a successful logout, the following occurs:  You are logged out of Agent Desktop and the ACD switch.  All entries in the status bar at the bottom of the Agent Desktop screen become blank.  All Agent State and Call Control buttons are disabled except Login. 23

24. Keyboard Accessibility  The following Buttons have corresponding Hotkey shortcuts 24