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Alcatel-Lucent OmniTouch Contact Center Phone Manual Download Page 4

Overview

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3.1

Viewing the State of your Set

............................................................

3.2

Agent Identity .................................................................................................

3.2

Business State ...............................................................................................

3.2

Private Info ....................................................................................................

3.2

Queue Supervision on LED

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3.2

Temporary Unavailability

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3.3

 

Manual Wrap-Up

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3.4

Supervisor Call

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3.5

Information on Queued Calls

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3.7

Agent Welcome Guide

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3.9

Activating/Deactivating ISM Skills

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3.9

Activating/Deactivating Skill by Skill .............................................................

3.10

Activating/Deactivating of all the Skills .........................................................

3.11

Headset Function

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3.12

Pilot General Forwarding

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3.12

Activating General Forwarding .....................................................................

3.12

Cancelling General Forwarding ....................................................................

3.14

Manual Closing/Opening of a Group

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3.16

Manual Closing of a Group ...........................................................................

3.16

Manual Opening of a Group .........................................................................

3.17

Chapter 4

Ringing Set

Overview

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4.1

CC Call

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4.1

Direct CC Call

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4.1

Private Call

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4.1

 

Call Forwarded to a Pilot

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4.2

Transfer to a Pilot

...................................................................................

4.2

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0-2

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Summary of Contents for OmniTouch Contact Center

Page 1: ...Alcatel Lucent OmniTouch Contact Center Standard Edition Agent on Reflexes 4035 and e Reflexes 4037 Sets Phone Guide R10 x ...

Page 2: ...no 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 magnetic compatibility 2006 95 EC concerning electrical safety 1999 5 EC R TTE 2011 65 EU RoHS 94 9 EC ...

Page 3: ...eys 1 2 Using Programmable Keys 1 2 LED symbols 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 3 Logon with Identification Mobile Agent 2 5 Activating Headset Function on Logon 2 6 Chapter 3 Idle Set 0 1 ...

Page 4: ...ating ISM Skills 3 9 Activating Deactivating Skill by Skill 3 10 Activating Deactivating of all the Skills 3 11 Headset Function 3 12 Pilot General Forwarding 3 12 Activating General Forwarding 3 12 Cancelling General Forwarding 3 14 Manual Closing Opening of a Group 3 16 Manual Closing of a Group 3 16 Manual Opening of a Group 3 17 Chapter 4 Ringing Set Overview 4 1 CC Call 4 1 Direct CC Call 4 1...

Page 5: ...Supervisor Help 5 2 Conversation Recording 5 4 Supervisor Direct Call 5 4 Chapter 6 Set in End of Communication Transaction Code Phase 6 1 Automatic Wrap Up 6 2 Pause between Calls 6 2 Chapter 7 Set Log Off Chapter 8 Glossary Definitions 8 1 Acronyms 8 1 0 3 ...

Page 6: ... 0 4 ...

Page 7: ...ation Present in a active group With a CC phone set This guide describes the display screens for the Reflexes 4035 set For the 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 ___change begin___ ___change end___ Softkeys or dynamic keys associated w...

Page 8: ...s functions to Unavbl unavailable for group agent is still available to receive internal or ex ternal personal calls WrapUp perform off line tasks agent is not available for new calls Superv contact the supervisor Qinfo check queue status LogOff log out of system leave group LogOn log on to the system join group AgInfo display Business information of CC set Privat display Business information of p...

Page 9: ...ED symbols The following table illustrates the functions associated with different LED symbol states Symbol Description group open group open manually and closed automatically group closed manually and opened automatically group closed manually and automatically pilot not forwarded pilot forwarded auto answer not enabled auto answer enabled 1 3 ...

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

Page 11: ...y assigned to a 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 on as an agent Prerequisites This function is accessible if your set is idle declared Authorized phone set and associated with an agent number ___change begin___ ___change end___ Note...

Page 12: ...Results Once the LogOn procedure has been accepted the display screens depend on the agent state Pre assigned agent ___change begin___ ___change end___ Agent assigned and available in an open group ___change begin___ ___change end___ Agent assigned and unavailable for an open group ___change begin___ ___change end___ Agent assigned and available in a manually closed group ___change begin___ Chapte...

Page 13: ...roup ___change 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 and associated with an agent number ___change begin___ ___change end___ Procedure 1 Press the LogOn softkey The following screen is displayed ___change begin___ 2 3 ...

Page 14: ...t you want to join The following screen is displayed ___change begin___ ___change end___ press the Apply softkey Note 2 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 on the agent state Agent assigned and available in an open group ___change begin...

Page 15: ...nge begin___ ___change end___ Agent assigned and unavailable for an automatically closed group ___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 Authorized phone set and not associated with an agent number ___change begin___ 2 5 ...

Page 16: ...ailable on your set see Activating Headset Function on Logon Results Once the LogOn procedure has been accepted the display screens depend on the agent state The results are the same as for the LogOn without identification see Logon without Identification Fixed Agent 2 4 Activating Headset Function on Logon Role This function is used to activate your headset on your set Prerequisites This function...

Page 17: ...change begin___ ___change end___ Procedure To validate your Headset function press the Apply softkey Note The symbol is displayed next to the Headset programmed key Once the Headset procedure has been accepted the set returns to the LogOn state 2 7 ...

Page 18: ...Chapter 2 2 8 ...

Page 19: ...ks agent is not available for new calls Superv used to call supervisor directly Qinfo used to check queue status LogOff used to log out of system leave group AgInfo used to display business information of CC set Privat used to consult business information of the private set forwards lock unlock etc PresGd used to access welcome guide message management ACRMng used to activate or deactivate their I...

Page 20: ...o softkey use the right navigation arrow to select AgInfo softkey Results The display then provides all information about the facility immediate forwarding do not disturb etc with the highest priority amongst those active on your set 3 2 3 Private Info Role This function lets you display Business information of your private set Procedure press the Privat softkey Results The display then provides i...

Page 21: ...e between calls state Before the Unavailability procedure the set in Idle state for example is as follow ___change begin___ ___change end___ Procedure 1 Press the Unavbl 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 unavailability types 2 Press the softkey that corre...

Page 22: ...r calls Prerequisites This function is accessible if your set is in Idle or Pause between calls states Procedure The set is in Idle state ___change begin___ ___change end___ 1 Press the WrapUp softkey The following screen is displayed ___change begin___ ___change end___ The WrapUp softkey is flashing 2 To exit from the WrapUp state and come back to the idle state press the softkey or wait for the ...

Page 23: ... state and come back to the Pause state press the softkey or wait for the end of the WrapUp 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 in Idle state ___change begin___ ___change end___ The set is in WrapUp state ___change begin___ 3 5 ...

Page 24: ...ate of the supervisor Results If no supervisor is present the system rejects the call and the following screen will be temporarily displayed ___change begin___ ___change end___ If the supervisor is busy the following screen is displayed and you have the choice between several applications ___change begin___ ___change end___ Chapter 3 3 6 ...

Page 25: ...f hooks the following screen is displayed ___change begin___ ___change end___ Softkeys Use this function to Enquir make two calls consultation call Record leave a message for the supervisor Qinfo display the calls waiting in a group 3 7 Information on Queued Calls Role This function lets you display information about Contact Center Distribution calls waiting in queues serviced by the group in whic...

Page 26: ...s been accepted the following screen is displayed ___change begin___ ___change end___ The meaning of the information displayed is as follows WAI number of calls queued in all the queues serviced by the group MAX longest 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 Chapter 3 ...

Page 27: ...s in Idle state Press the navigation key right arrow The following screen is displayed ___change begin___ ___change end___ Procedure Press the PresGd softkey Results Once the Welcome 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 guide Downld select the VG ...

Page 28: ... 1 Activating Deactivating Skill by Skill Procedure 1 Press the ACRMng softkey The following screen is displayed ___change begin___ ___change end___ Softkeys Use this function to Visual view all your skills one by one Activa activate all your skills De act deactivate all your skills Cancel return to the previous state 2 To have the list of all the skills press the Visual softkey For example the fo...

Page 29: ...Deactivating of all the Skills Note Unlike selective activation deactivation of skills global activation deactivation of skills is performed with the Activa De act keys Procedure 1 From the Idle set screen see figure Idle set press the ACRMng softkey The screen displays ___change begin___ ___change end___ 2 To activate all the skills of the agent press the Activa or De act softkeys Depending on th...

Page 30: ...utomatically The icon associated with the Headset softkey glows steadily To release the communication press the fixed key 3 11 Pilot General Forwarding 3 11 1 Activating General Forwarding Role 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 coming on thi...

Page 31: ...nge end___ 3 The following screen is displayed ___change begin___ ___change end___ 4 Enter your password If the password is correct the following screen is displayed ___change begin___ ___change end___ 5 Press Apply softkey to confirm activation of a pilot general forwarding Results Once the Activating general forwarding procedure has been accepted the following screen is displayed ___change begin...

Page 32: ...s the Apply softkey to confirm activation of this specific pilot general forwarding Note The icon associated with the Pilot x fwd softkey indicates that the general call forwarding is active At the end of the Pilot general forwarding procedure 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...

Page 33: ...l forwarding procedure the set returns to the idle state b General forwarding cancellation of a specific pilot using the programmable key with a specific pilot number Procedure To cancel general forwarding of a specific pilot 1 Press the Pilot x fwd programmable key 2 Enter your password 3 Press the Apply softkey to confirm cancellation of this specific pilot general forwarding Note The icon assoc...

Page 34: ...dure 1 Press the Close Open programmable key The following screen is displayed ___change begin___ ___change end___ 2 Enter your password The following screen is displayed ___change begin___ ___change end___ 3 To validate the request to close the group press the Apply softkey The following screen is displayed ___change begin___ ___change end___ The icon associated with the Close Open programmable k...

Page 35: ...mmable key The following screen is displayed ___change begin___ ___change end___ 2 Enter your password The following screen is displayed ___change begin___ ___change end___ 3 To validate the request to open the group press the Apply softkey The following screen is displayed ___change begin___ ___change end___ The icon associated with the Close Open programmable key also takes into account automati...

Page 36: ...up opened manually and automatically steady group closed manually and opened automatically flashing group opened manually and closed automatically flash ing group closed manually and automatically Chapter 3 3 18 ...

Page 37: ...teristics Call tag Call spent time in the CC call distribution 4 2 CC Call Depending on the system management selected when your set rings following a CC call the characteristics of the caller and of the pilot are displayed 4 3 Direct CC Call When your set rings the display shows for example ___change begin___ ___change end___ DIRECT CALL means that it is a CC direct call 4 4 Private Call When you...

Page 38: ...ded to a Pilot 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 Pilot Depending on the selected system management during a call transferred to a pilot the display shows Caller number and pilot name or Caller name and pilot number or Caller name Chapt...

Page 39: ...keys position displayed on the screen depends on the system management Label label depending on the type of call and selected system management in conversat conversation MM SS duration of the conversation Softkeys Enquir enquiry call conference transfer Help request for supervisor assistance Qinfo used to view information on the queued CC calls Record used to record the conversation Superv used to...

Page 40: ...nge end___ Procedure Press the Help softkey Results Once the help procedure has been accepted the display screens depend on the different supervisor s states If the supervisor is absent the following screen is displayed ___change begin___ ___change end___ If the supervisor is not free help request refused the following screen is displayed ___change begin___ ___change end___ In both cases and when ...

Page 41: ...he request press the Cancel softkey When the supervisor listens in on the conversation the following screen is displayed ___change begin___ ___change end___ When the supervisor intrudes on the conversation normally the following screen is displayed ___change begin___ ___change end___ When the supervisor intrudes on the conversation in a restricted manner the following screen is displayed ___change...

Page 42: ...reen is displayed ___change begin___ ___change end___ Results Once the Record procedure has been accepted the following screen is displayed ___change begin___ ___change end___ Restrt Resets to zero then starts the recording Pause Suspends the recording To restart the recording press the Continue Record softkey Stop Stops the recording 5 4 Supervisor Direct Call Role This function is used in a CC c...

Page 43: ...een is displayed ___change begin___ ___change end___ If the supervisor is busy the following screen is displayed ___change begin___ ___change end___ You return to ordinary call mode after a time out If the supervisor is in idle state he is warned of the call and the following screen is displayed ___change begin___ ___change end___ When the supervisor off hooks the following screen is displayed ___...

Page 44: ...___change end___ When the communication with the supervisor is released you return to ordinary call mode with your correspondent Chapter 5 5 6 ...

Page 45: ...ns are displayed ___change begin___ ___change end___ or ___change begin___ ___change end___ Note Depending on the system management a transaction code or a business code are asked Softkeys Use this function to Rubout correct the last number of the code Delete delete all the code Apply validate the code Cancel cancel the procedure Procedure In the case of the transaction code 1 Enter a number from ...

Page 46: ...s not available to receive any type of call ___change begin___ ___change end___ Procedure To exit from the Wrap up phase press the softkey or wait for the corresponding time out The set changes to Pause between calls state Note If you press the Qinfo softkey during the Wrap Up phase the latter is reactivated when the display terminates by the timer expiry If you press the fixed key the WrapUp is n...

Page 47: ...___change end___ Note To re activate the Wrap Up phase press the WrapUp softkey Otherwise your set changes to the Idle state 6 3 ...

Page 48: ...Chapter 6 6 4 ...

Page 49: ... is displayed ___change begin___ ___change end___ 2 Enter your password Note 2 This password request is required or not according to the system management Results Once the LogOff procedure has been accepted the following screen is displayed After the LogOff procedure the set returns to the business position ___change begin___ ___change end___ Note 3 Depending on system configuration the agent may ...

Page 50: ...Chapter 7 7 2 ...

Page 51: ...n 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 call number of a calls distribution system reached by correspondents calling the number Unavailability set which is unavailable for the group to which it belonged When the set returns to the group it is re integrated in the same place t...

Page 52: ... WAI WAIt UNAV UNAVailable Chapter 8 8 2 ...

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