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Alcatel-Lucent OmniTouch 8 Series Phone Manual Download Page 5

Chapter 5

Set in Communication

Overview

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5.1

Request for Supervisor Help

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5.2

Conversation Recording

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5.5

Supervisor Direct Call

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5.5

Chapter 6

Set in End of Communication

Transaction Code Phase

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6.1

Automatic Wrap-Up

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6.2

Pause between Calls

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6.3

Chapter 7

Set Log off

Chapter 8

Glossary

Definitions

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8.1

Acronyms

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8.1

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0-3

Summary of Contents for OmniTouch 8 Series

Page 1: ...Alcatel Lucent OmniTouch Contact Center Standard Edition Agent on Alcatel Lucent 8 and 9 Series Sets Phone Guide R10 x...

Page 2: ...o responsibility for inaccuracies contained herein Copyright ALE International 2015 The CE mark indicates that this product conforms to the following Council Directives 2004 108 EC concerning electro...

Page 3: ...g Softkeys 1 2 Using Programmable Keys 1 3 Chapter 2 Set Log On Overview 2 1 Logon without Identification Fixed Agent 2 1 Ordinary Agent 2 1 Self Assignable Agent 2 4 Logon with Identification Mobile...

Page 4: ...Skills 3 11 Activating Deactivating Skill by Skill 3 12 Activating Deactivating of all the Skills 3 13 Headset Function 3 15 Pilot General Forwarding 3 15 Activating General Forwarding 3 15 Cancelling...

Page 5: ...upervisor Help 5 2 Conversation Recording 5 5 Supervisor Direct Call 5 5 Chapter 6 Set in End of Communication Transaction Code Phase 6 1 Automatic Wrap Up 6 2 Pause between Calls 6 3 Chapter 7 Set Lo...

Page 6: ...0 4...

Page 7: ...functions displayed on screen and not described in this guide refer to the Business guides 1 2 Using Function and Navigation Keys Agents use three types of phone keys to perform typical CC operations...

Page 8: ...namic label is associated with a particular CC function Softkey Dynamic Labels Label Use this function to Unavailable unavailable for group agent is still available to receive internal or ex ternal pe...

Page 9: ...n the set screen or via additional key modules 10 key 14 key or 40 key module The functions associated with these keys are configured by the administrator to operate within calls distribution system m...

Page 10: ...Chapter 1 1 4...

Page 11: ...group after logging on Self assignable agent agent who can select a group from a list after logging on 2 2 Logon without Identification Fixed Agent 2 2 1 Ordinary Agent Role This function lets you log...

Page 12: ...It is possible to activate the headset if this function is available on your set see Activating Headset Function on Logon Results Once the LogOn procedure has been accepted the display screens depend...

Page 13: ...navailable for an open group ___change begin___ ___change end___ Agent assigned and available in a manually closed group ___change begin___ ___change end___ Agent assigned and unavailable in a manuall...

Page 14: ...hange begin___ ___change end___ 2 2 2 Self Assignable Agent Role This function lets you log on as an agent Prerequisites This function is accessible if your set is idle declared Authorized phone set a...

Page 15: ...displayed ___change begin___ ___change end___ 4 Enter either the assigned Group PG number or press the List softkey then select the PG number that you want to join Note 2 It is possible to activate t...

Page 16: ...able for an open group ___change begin___ ___change end___ Agent assigned and available in a manually closed group ___change begin___ ___change end___ Agent assigned and unavailable for a manually clo...

Page 17: ...___change begin___ ___change end___ 2 3 Logon with Identification Mobile Agent Role This function lets you log on as an agent Prerequisites This function is accessible if your set is idle declared Au...

Page 18: ...sword request is required or not according to the system management 3 Enter your password 4 Press the Apply softkey Note 2 It is possible to activate the headset if this function is available on your...

Page 19: ...ion and if the agent is assigned to a group for which the Headset mandatory parameter has not been validated After the logOn procedure the display shows ___change begin___ ___change end___ Procedure T...

Page 20: ...Chapter 2 2 10...

Page 21: ...temporary unavailability for group agent is still available to receive internal or external personal calls WrapUp used to perform off line tasks agent is not available for new calls Supervisor used to...

Page 22: ...ity amongst those active on your set 3 2 2 Private Info Role This function lets you display Business information of your private set Procedure Press the Private Info softkey Results The display then p...

Page 23: ...ss the Unavailable softkey ___change begin___ ___change end___ Note Each of these softkeys represents a type of temporary unavailability taken into account at statistics level There are 9 different un...

Page 24: ...5 Manual Wrap Up Role This function lets you carry out non telephone operations without being available for calls Prerequisites This function is accessible if your set is in Idle or Pause between call...

Page 25: ...om the WrapUp state and come back to the idle state press the WrapUp softkey or wait for the end of the WrapUp timer The set is in Pause state ___change begin___ ___change end___ 1 Press the WrapUp so...

Page 26: ...p timer 3 6 Supervisor Call Role This function is used to call the supervisor Prerequisites This function is accessible if your set is in Idle WrapUp or Pause between calls states Procedure The set is...

Page 27: ...ervisor Results If no supervisor is present the system rejects the call and the following screen is temporarily displayed ___change begin___ ___change end___ If the supervisor is busy the following sc...

Page 28: ...___ Softkeys Use this function to Call back prompt the supervisor to call you back LS anounce speak on the loadspeaker of the set call set busy or not When the supervisor off hooks the following scree...

Page 29: ...d by the group in which you are assigned Prerequisites This function is accessible if your set is in Idle WrapUp or Pause between calls states Procedure The set is in Idle state ___change begin___ ___...

Page 30: ...ongest queue time in one of the queues serviced by the group AVE average queue time during a given time period in the queue containing the call that has been queued the longest FREE number of agents f...

Page 31: ...lcome Guide procedure has been accepted the following screen is displayed ___change begin___ ___change end___ Softkeys Use this function to Record record the message s making up the agent welcome guid...

Page 32: ...begin___ ___change end___ Figure 3 23 Idle set 3 9 1 Activating Deactivating Skill by Skill Procedure 1 Press the ACR manage softkey The following screen is displayed ___change begin___ ___change end...

Page 33: ...state of the skill A checked box indicates that the skill is activated b The skill number c The skill name 3 To activate or deactivate a skill press the softkey in front of the target skill The check...

Page 34: ...ACR manage softkey The display shows ___change begin___ ___change end___ 2 To activate all the skills of the agent press the Activate or Deactivate softkeys Depending on the softkey pressed one of th...

Page 35: ...e This function is used to activate deactivate the general forwarding of a specific pilot or the pilot of your choice The general forwarding procedure is only applicable to a pilot All the calls comin...

Page 36: ...llowing screen is displayed ___change begin___ ___change end___ 2 Enter the pilot number or press the List softkey to select the wanted pilot If the pilot number is correct the following screen is dis...

Page 37: ...yed ___change begin___ ___change end___ Calls to this pilot will be switched to its general forwarding device At the end of the Pilot general forwarding procedure the set returns to the idle state b G...

Page 38: ...dure the set returns to the idle state 3 11 2 Cancelling General Forwarding a General forwarding cancellation using the programmable key without a specific pilot number Procedure To cancel general for...

Page 39: ...n___ ___change end___ 4 Press Apply softkey to confirm cancellation of the pilot general forwarding Results Once the Cancelling general forwarding procedure has been accepted the following screen is d...

Page 40: ...e Cancelling general forwarding procedure the set returns to the idle state 3 12 Manual Closing Opening of a Group 3 12 1 Manual Closing of a Group Role This function lets you stop the CC calls to the...

Page 41: ..._ ___change end___ The icon associated with the PG Op Cl programmable key for the group in question becomes 3 12 2 Manual Opening of a Group Role This function lets you activate the possibilities of t...

Page 42: ...edure 1 Press the PG Op Cl programmable key The following screen is displayed ___change begin___ ___change end___ 2 Enter your password The following screen is displayed ___change begin___ ___change e...

Page 43: ...iated with the PG Op Cl programmable key also takes into account automatic closing opening of the corresponding group handled by the system steady group opened manually and automatically steady group...

Page 44: ...Chapter 3 3 24...

Page 45: ...em management can be Caller characteristics Pilot characteristics Caller and pilot characteristics Call tag Call spent time in the CC call distribution 4 2 CC call Depending on the system management s...

Page 46: ...irect CC Call When your set rings the display shows ___change begin___ ___change end___ DIRECT CALL means that it is a CC direct call 4 4 Private Call When your set rings the display shows ___change b...

Page 47: ...t Depending on the selected system management when the agent set is forwarded to a pilot the display shows Caller number and pilot name Or caller name and pilot number Or caller name 4 6 Transfer to a...

Page 48: ...Chapter 4 4 4...

Page 49: ...hen you press the down navigation key the following display shows ___change begin___ ___change end___ Figure 5 2 Set in communication Note The softkeys position displayed on the screen depends on the...

Page 50: ...s label is displayed by pressing the navigation key 5 2 Request for Supervisor Help Role This function is used during a CC call or external private call if authorized to request supervisor help so tha...

Page 51: ...s free the following screen is displayed ___change begin___ ___change end___ Depending on the system management of the supervisor set the name or the repertory number of the supervisor will be display...

Page 52: ...wing screen is displayed ___change begin___ ___change end___ When the supervisor intrudes on the conversation in a restricted manner the following screen is displayed ___change begin___ ___change end_...

Page 53: ...Procedure Press the Record softkey The following screen is displayed ___change begin___ ___change end___ Results Once the Record procedure has been accepted the following screen is displayed ___change...

Page 54: ...supervisor directly Prerequisites To display the Supervisor softkey see figure Set in communication press the down navigation key Local conversation ___change begin___ ___change end___ External local...

Page 55: ...visor procedure has been accepted the display screens depend on the different supervisor s states If no supervisor is present the following screen is displayed ___change begin___ ___change end___ If t...

Page 56: ...d of the call and the following screen is displayed ___change begin___ ___change end___ When the supervisor off hooks the following screen is displayed ___change begin___ ___change end___ When the com...

Page 57: ...management a transaction code or a business code used to identify the call are asked at the end of a call The following screens are displayed ___change begin___ ___change end___ or ___change begin___...

Page 58: ..._change begin___ ___change end___ At the end of the procedure the agent set changes to Wrap Up Pause or Idle state 6 2 Automatic Wrap Up Role At the end of a communication or following the Transaction...

Page 59: ...display terminates by the timer expiry 6 3 Pause between Calls Role This phase starts as soon as the Wrap Up phase is terminated The Pause between calls phase lets you deal with personal local and ex...

Page 60: ...Chapter 6 6 4...

Page 61: ...the set is in an Idle Wrap Up or Pause state ___change begin___ ___change end___ Procedure 1 Press the LogOff softkey The following screen is displayed ___change begin___ ___change end___ 2 Enter your...

Page 62: ...After the LogOff procedure the set returns to the business position Note Depending on system configuration the agent may not be allowed to disconnect the set if he is the last assigned agent in the gr...

Page 63: ...tion displayed on the agent set when for example the call is from an Interactive Voice Response IVR Pre assigned set which can log on but which is not part of a calls distribution system group Pilot c...

Page 64: ...VG Voice Guide WAI WAIt UNAV UNAVailable Chapter 8 8 2...

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