1. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Unified Contact Center Enterprise CTI OS Agent Desktop Training Presented by

2. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Objectives CTI OS Overview CTI OS Desktop Logging In/Logging Out Agent States CTI Dialing Pad Hot Keys

3. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Three -Tiered Architecture Topology

4. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop To start CTI Toolkit Agent Desktop, double-click the short-cut on the desktop or go to: Start  Programs  Cisco Systems CTI Toolkit  Agent Desktop Upon startup the CTI Toolkit Agent Desktop main screen appears.

5. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop - Login  Login  Contains buttons that let the agent log in or log out.

6. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Logging In - CTI Login Window Enter the following information in this 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 device ID assigned to the phone you receive calls on. To log into CTI Toolkit Agent Desktop, click the Login button. The Login button connects agents to the CTI Server and logs agents into a selected ACD switch.

7. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Agent State  Agent State  Contains buttons that let the agent change the state of the currently logged in agent.

8. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Agent States - Changing to Ready State  By default, upon successful login, the agent is automatically placed in a Not Ready State  If the Ready button is enabled, you are in a valid state to go to Ready.  To enter the Ready state, click the Ready button while in Not Ready state.  On entering Ready state, the agent is ready to accept ACD calls.

9. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Agent States – Changing to Not Ready State  Entering Not Ready state opens Not Ready Reason Codes dialogue box  Choose appropriate reason for going into “Not Ready” state

10. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Agent States – Wrap-Up State  Automatically enter Wrap-Up sate on the completion of a call  Click the Wrap-Up button to immediately enter a Wrap-Up State  Wrap-Up duration is 30 seconds, then automatically placed in a Ready state

11. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – 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 call, click the Answer button.  To hang up a call, click the Release button.

12. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI Dialing Pad - Making Calls  Enter a state from which you can make a call.  You are in the correct state to make a call if the Dial button is enabled.  States from which to make a call can include Ready, Not Ready, or Hold.  If the Dial button is not enabled, change your state as needed until the Dial button becomes enabled.

13. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Sending DTMF Tones  Occasionally, the agent may need to send Dual Tone Multi-Frequency (DTMF) tones to a pager, IVR, voicemail system, or other similar device.  To transmit DTMF tones when connected to a call, perform the following steps.

14. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Hold/Retrieve  Hold/Retrieve  Contains buttons that let the agent put a call on hold and retrieve a held call.  Select a call from the Call List, and click the Hold button to place the call on Hold.  Select the held call and click the Retrieve button to return to the call

15. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Alternate/Reconnect  Alternate/Reconnect  Contains buttons that let the agent alternate between and reconnect active calls.  Alternate and Reconnect buttons are used to switch between multiple calls in the call list.  If there are multiple calls (i.e. one inbound and one outbound), click the Alternate button to automatically place one call on hold and pick up another, with a single click.  Use the Reconnect button to choose which call to pickup with multiple calls in the call list. The initial call will automatically be placed on hold.

16. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Conference/Transfer  Conference/Transfer  Contains buttons that let the agent initiate and complete conference and transfer operations.

17. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI Dialing Pad - Conferencing Calls  To initiate a conference call, click the conference button.  Enter the phone number to be dialed in the Dialed Number field or select a destination from the pull-down menu.  Click the Conf Initiate button, after talking to the 3rd party, click the Conference button to join all parties.  The pull-down menu contains the last six numbers dialed from this desktop.

18. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI Dialing Pad - Conferencing Calls cont.  Click the Conference button to complete warm transfer call

19. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI Dialing Pad - Transferring Calls  To transfer a call, click the Transfer button, dial the desired transfer number, and click the Trans Init or Single Step button.  Enter the number to be dialed in the Number to Dial field  Use the Trans Initiate button for warm transfers (allows agent to speak to the transferred party before passing the call)  Use the Single Step button for cold transfers (immediately transfers the caller)

20. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI Dialing Pad - Transferring Calls cont.  Click the Transfer button to complete warm transfer call

21. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – 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

22. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Tools  Tools  Contains buttons that invoke statistical displays, initiate a chat session, record calls and report a bad line.

23. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Statistics  Statistics  Real-Time daily statistics  Skill Group Information

24. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Chat  Chat Session – Initiates a chat session with a specified user

25. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Bad Line Reporter  Bad Line Reporter – Logs instances of poor call quality

26. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Call Information  Call Information  Displays the current call-related detail(s) as well as variable information, where applicable

27. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CallIDThe Call ID value assigned to this call by Unified CCE or the Unified ICME software StatusThe status of the call, such as Ringing, Talking, or Held DNISThe Dialed Number Identification Service number provided with the call ANIThe calling line ID of the caller, usually the caller's phone number CEDThe digits entered by the caller in response to IVR prompting DialedNumberThe number that the caller dialed WrapUpCall-related wrap-up data CallTypeThe general classification of the call type Var1 through Var10Call-related variable data CTI OS Desktop – Call Information

28. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies CTI OS Desktop – Status Bar  Status Bar  Displays information about the status of the softphone.

29. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Logging 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 “OK”

30. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Logging Out On a successful logout, the following occurs:  You are logged out of CTI OS Desktop and the ACD switch.  All entries in the status bar at the bottom of the CTI Toolkit Agent Desktop screen become blank except for Agent Status, which becomes “Unknown.”  All Agent State Control buttons except Login are disabled.  All Call Control buttons are disabled.

31. Engineering Passion – Innovative Results Coleman Technologies 2009 Engineering ForumUnified Contact Center Enterprise Coleman Technologies Main Window Keyboard Accessibility  The following Buttons have corresponding Hotkey shortcuts