Avaya Customer Interaction Express 1.0 WebClient User Manual Download

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Contents

About this manual

Questions about this manual ...................................................................................................... 1

Who is part of the target group? .................................................................................. 1

What information is provided here? ............................................................................ 1

What kind of information is not provided?.................................................................. 1

How is this manual organized? .................................................................................................. 2

Which edition of the manual are you reading? ............................................................ 2

Changes since the last edition?.................................................................................... 2

Where can you find additional information? ............................................................... 3

Where can you get additional help? ............................................................................ 3

Meet the WebClient module

What is WebClient? ................................................................................................................... 4

UMR WebClient: Properties ....................................................................................... 4

Prerequisite.................................................................................................................. 5

Limitation .................................................................................................................... 5

Logging in.................................................................................................................................. 6

What do you need to know in order to log in? ............................................................ 6

Prerequisites ................................................................................................................ 6

Opening in the user interface....................................................................................... 6

Opening in Internet Explorer....................................................................................... 7

Structure of the module ............................................................................................................. 8

Illustration and explanation of areas on UMR WebClient screen ............................... 8

Menus and commands ................................................................................................. 9

Tool bar ..................................................................................................................... 10

Status bar ................................................................................................................... 11

Icons: Document status.............................................................................................. 12

Transmission job status (Outbox folder only) ........................................................... 13

Icons: ......................................................................................................................... 13

Format, Font, Font size.............................................................................................. 14

Mailbox folders ......................................................................................................... 14

Processing status display ........................................................................................... 16

Action bar .................................................................................................................. 17

Agent status indicator ................................................................................................ 19

Email display area and processing area ..................................................................... 19

Operation 20

Logging in, taking a break, and logging out ............................................................................ 20

Signing on ................................................................................................................. 20

Starting a break.......................................................................................................... 20

Ending a break........................................................................................................... 20

Log out ...................................................................................................................... 21

Getting help and displaying information ................................................................................. 22

Opening the Help function ........................................................................................ 22

Displaying information.............................................................................................. 22

Configuring mailbox folders.................................................................................................... 23

Available mailbox folders ......................................................................................... 23

Setting visible folders ................................................................................................ 24

User Manual CIE 1.0 WebClient

Contents

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Summary of Contents for Customer Interaction Express 1.0 WebClient

Page 1: ...User Manual Customer Interaction Express 1 0 WebClient Edition 1 1 02 21 2007 COMPAS ID 116797...

Page 2: ...hical electronic or mechanical by photocopying recording on disk or tape or storage in a data retrieval system even in part require the prior written consent of Comergo GmbH 2006 All technical data in...

Page 3: ...terface 6 Opening in Internet Explorer 7 Structure of the module 8 Illustration and explanation of areas on UMR WebClient screen 8 Menus and commands 9 Tool bar 10 Status bar 11 Icons Document status...

Page 4: ...e address books 45 Types of address books 45 Search fields in the address books 46 Search 47 Displaying and changing transmission settings 47 Displaying and changing a distribution list 48 Configuring...

Page 5: ...pell check 69 Functions and settings for the spell check 69 Working with text blocks 71 Prerequisite 71 Structure of the text block view 71 Inserting a text block 72 Editing a dictionary 73 Prerequisi...

Page 6: ......

Page 7: ...med at anyone who would like to work with the UMR WebClient It makes no difference whether you are using this document in printed or online form What information is provided here This document contain...

Page 8: ...ructions Illustrations or examples further clarify the topic Which edition of the manual are you reading The following table lists information about this edition Information Explanation Compiled on Fe...

Page 9: ...ction Express 1 0 System Administration manual Customer Interaction Express 1 0 Archiving manual Customer Interaction Express 1 0 Task Flow Editor manual Customer Interaction Express 1 0 Configuration...

Page 10: ...he following properties These properties are broken down into agent functions supervisor functions and system functions Agent functions An agent can use the following functions To use all the function...

Page 11: ...tem functions You can use the following system functions Display the status of agents Display server status Display active interrupted held and completed emails Display drafts Display emails in the fo...

Page 12: ...eb address for logging in only for opening the WebClient module in Internet Explorer Prerequisites For you to use the WebClient module the following requirements must be met You must be using Internet...

Page 13: ...the Web address in Internet Explorer 6 0 Example http Host Name 8080 umrwebclient replacing Host Name with the relevant host name Ask your system administrator The login window appears 2 In the Login...

Page 14: ...en 1 2 3 4 5 6 7 8 9 Areas The illustration above shows the following screen areas 1 Menu bar File View Additional options Tool bar and status bar Select AG Pause Status indicator for the agent groups...

Page 15: ...ary Administration You can manage the dictionaries See also Editing a dictionary File Import dictionary You cannot import a dictionary See also Importing a dictionary File Log Out Log out of the UMR s...

Page 16: ...bar The following table shows the buttons on the tool bar Indicators buttons Explanation When you click this button a window is displayed Select the check box against the required agent group to log i...

Page 17: ...Server status Shows the status of the server Status of server The table below shows the possible statuses of the agent groups LED Color Explanation Green A connection to the server exists You can work...

Page 18: ...e reply Icon with active forwarding Explanation New Read active Interrupted Resubmitted Deferred Delegated Job code missing Outgoing email Priority The table shows the icons for document priority Icon...

Page 19: ...ion job status 1 Click on the Outbox folder A colored LED is displayed in the Status Icon column 2 The color of the LED indicates the status of the transmission job Icons You can use the following ico...

Page 20: ...he smallest Use Address to format an address Use Formatted for special markup italics Font Select the relevant characters The options are Arial Courier New Times New Roman Verdana Font size Select the...

Page 21: ...rivileges for the topics Your system administrator configures the privileges using the Configuration application Completed The Completed folder contains all completed documents that remain in the UMR...

Page 22: ...ady been sent Enter job code You must input a job code before the email can be closed out Answering non CC email You are writing a reply to an email that was not assigned to you by CallCenter Forwardi...

Page 23: ...splayed in which you can enter a date and time and a note The Note icon is then displayed in the second column of the document list To read the note click on the Note icon Forward document Repeat tran...

Page 24: ...bmission The Note icon appears in the document list and in the mail header of a document To read the note click on this icon in the mail header of the document Print document Maximize work area Reduce...

Page 25: ...n a break the indicator changes as follows example only Smith John logged on Break Email display area and processing area In this area located below the action bar you process your documents If you ar...

Page 26: ...your work Taking a break 1 Click on the Pause button 2 This puts you in break mode The LED for the logged in agent groups changes to purple Agent group LED Color Explanation Purple The agent is in th...

Page 27: ...atus changes from Paused to Logged in you need to re activate a document with a status of Interrupted before you can process it In the Logged in state you can resume processing documents Log out To fi...

Page 28: ...elp from the menu The Online help opens 2 Click a text to obtain further information about the topic Displaying information Information You can display the following information Name of the software W...

Page 29: ...t Status text Sender Subject To Cc Bcc Created Sender address Sent Status image Attachment Status text Sender Topic Subject To Cc Created Sender address Deleted Status image Attachment Status text Sen...

Page 30: ...splayed columns configuration For each folder you can specify the columns that are to be displayed For the Inbox Deferred and Overview folders you can configures an expanded status text The settings a...

Page 31: ...s that are available for the relevant mailbox folder Selected columns The Selected columns list shows all the columns that are displayed for the relevant mailbox folder 3 To move a column from one lis...

Page 32: ...ouse pointer changes shape 2 Hold down the mouse button and customize the width of the column Adapting the work area You can make optimum use of the available space for the work you are doing at the t...

Page 33: ...s that you selected de selected Logging in and out option 2 To log into or out of agent groups do the following 1 On the status bar click on the relevant agent group either the name or LED You will be...

Page 34: ...he pop up menu Mailbox folders Inbox The table below shows the actions that can be performed on a document depending on its state Action No document selected Preview New document created Active docume...

Page 35: ...outgoing documents either via a pop up menu or with a simple click The pop up menu contains the options Open Play back telephone number via telephone Download and Remove The Remove option is only ava...

Page 36: ...responding icon They are not displayed on the Drafts folder For each original document there can only ever be one active reply or document for forwarding You can send any number of replies to an origi...

Page 37: ...is to be saved Closing an activated document causes it to be placed in the Interrupted state To gain access to uncompleted replies or documents for forwarding you need to activate the original documen...

Page 38: ...d LED on the Job Code button Sent documents The original document remains active after a reply has been sent or a document forwarded Completed closed documents Once a document has been completed or ex...

Page 39: ...tgoing documents The following table shows special features of new outgoing documents Document and actions Explanation New outgoing documents New outgoing emails are stored in the Drafts folder when t...

Page 40: ...mailbox folder Actions with and on documents can be accessed via the action bar or a pop up menu Drafts cannot be activated as they are not distributed via CallCenter but created directly by the agen...

Page 41: ...s Functions in the Overview folder The Overview folder shows the documents independently of the mailbox folders in which they are currently located The number of unread new documents is indicated on t...

Page 42: ...ns that can be performed on a document depending on its state Status Deleg ate Pick up Delete Exit Close No document selected Preview Active document View Active document Replying Active document Forw...

Page 43: ...ee the Customer Interaction Express 1 0 Configuration user manual Can I process documents in the Completed folder You can view and forward documents in the Completed folder Documents can no longer be...

Page 44: ...ved by the agent without being distributed via the CIE system Editing no longer possible These documents can no longer be processed You can only view these documents No actions are possible if more th...

Page 45: ...ent The system searches for a recipient Sender The system searches for a sender From To In the From and or To field click the button and select a date Enter the time in the relevant field the From fie...

Page 46: ...different font 3 You can select an agent of topic Scrolling in folders If you have set the Maximum displayed lines option accordingly the following line appears under the entries If you have selected...

Page 47: ...e The topics are in alphabetical order Does the system provide a default sender address The WebClient module provides a default sender address for each type of outgoing document The table below shows...

Page 48: ...displayed 2 Select the service you require The services are sorted in alphabetical order You can select from the following services email default fax SMS text message 3 You can select an address book...

Page 49: ...Smith SMTP john smith company com In the options you can specify whether the Cc and Bcc fields are to be displayed or not Note about name prefix You can also leave out the name prefix Service specifie...

Page 50: ...Re Reply When you are forwarding a message the subject line from the original message is automatically inserted preceded by FW FW Forward How can I include the text of the original email in the reply...

Page 51: ...the name Refer to documentation For information about how to set up address books refer to the Customer Interaction Express 1 0 Address Book Administration user manual You can also access this documen...

Page 52: ...es to all the recipients named in this list In the To line recipients will see their own name displayed along with those of all other recipients The name of the distribution list is not displayed howe...

Page 53: ...the entry click on To Cc or Bcc 6 Click on OK to confirm the settings If necessary you can change the data and add or delete addresses Displaying and changing transmission settings You can view and i...

Page 54: ...u cannot change the distribution list in the address book You can however revise the recipients for the current document and change the distribution list in this way List The distribution list shows t...

Page 55: ...ons The Update dialog opens 2 Set the options as required 3 Click OK to save your settings Available options You can configure the options for email notification and displayed lines General The table...

Page 56: ...e an email a sound that you have configured is played You can configure the sound at New Mail Notification in the Sounds tab under Control Panel Sounds and Audio Devices Display notification of new em...

Page 57: ...e following view appears under the entries 1 25 of 356 Icon Explanation Scrolls to the beginning of the entries The first entries are displayed Scrolls up one page The number of lines displayed depend...

Page 58: ...ash so that the distribution list names are recognized during the import Error handling If the address book server is not available an information message to that effect is displayed You cannot import...

Page 59: ...he number of values including empty values must match the number of values in the import information header Rows containing an invalid number of values are ignored during the import A corresponding er...

Page 60: ...dress book You can apply the following fields for an address book import template LastName FirstName State Province PostalCode City Company Street Department MailboxDisplay PhoneNumber MobilePhone Pri...

Page 61: ...splay PhoneNumber PhoneNumber2 MobilePhone MobilePhone2 PrivatePhone PrivatePhone2 OtherPhone OtherPhone2 Fax Fax2 EmailAddress EMailAddress2 EMailAddress3 EntryId Restrictions Only the EmailAddress c...

Page 62: ...tion lists click on Browse 5 Select a relevant file 6 To import the data click on Import The data are imported 7 The log file is displayed This file contains all information about the import 8 Click o...

Page 63: ...Click on the To button You can search in the address books Or Enter the address in the correct form in the To field Cc Bcc For more information on addressing a document see Using addresses 3 Click OK...

Page 64: ...on 4 Click on the Send document button The document is sent to the sender of the original document Replying with or without the original text When replying to a message you can choose whether to inclu...

Page 65: ...document see Using addresses 3 Click OK 4 Enter the text of your email fax SMS message 5 To save the document temporarily while you are composing it click on the Save document button 6 Click on the Se...

Page 66: ...e document is removed from the mailbox folder In addition to the entries made by the agent the system indicates in the note which agent delegated the document Completing the processing of a transactio...

Page 67: ...r a job code click on the Allocate job code button Adding an attachment To add an attachment to a document do the following 1 Click on the Add attachment button 2 Click on the Browse button The Select...

Page 68: ...o be displayed when you close the document asking whether the changes are to be saved Transmission options that were set and then saved when the document was closed can be viewed again and where appro...

Page 69: ...and your fax extension If you are not sure whether you have a fax extension ask your system administrator If you leave this field blank and you have not been given a fax extension a pre set default f...

Page 70: ...ransmission if the original transmission was ended by an error e g a fax transmission failing because the receiving device was busy Repeating the transmission To repeat the transmission do the followi...

Page 71: ...the document and if applicable enter a new subject or a new address 6 Click on the Send button The document is resent Printing a document You can print the document on your desktop printer Prerequisit...

Page 72: ...e application for the mime type is registered If the type is unknown you can download the attachment You can only view an attachment if you activate the document Options You can use the following func...

Page 73: ...processes are displayed Available actions You can perform the following actions if necessary Stop Repeat Resend Delete selection Displaying a transmission status You can view the transmission status...

Page 74: ...tries How is an entry identified if it is not in the dictionary Entries that are not found in the dictionary are underlined in red The red underline appears as follows Supported languages for the spel...

Page 75: ...d in the Change To box 4 Click Change to apply the change 5 If you do not want to change the text click Ignore 6 The next entry not found in the dictionary is highlighted 7 When you have finished maki...

Page 76: ...l instances of this word Add word You accept the word signaled as incorrect and add the word to the company dictionary for the selected language In the future this word will no longer be identified as...

Page 77: ...system administrator Structure of the text block view When you are editing a message an additional window is displayed on the right hand side of the screen containing the available text blocks Restric...

Page 78: ...continue to process the message and send it as normal Expanding an unknown placeholder Placeholders are normally substituted by the system Unknown placeholders are displayed in red with a black edge E...

Page 79: ...ries can also be used for the spell check to adapt the spell check dictionaries to include company specific terminology A company dictionary is also automatically expanded when a user decides to add a...

Page 80: ...shows the word 3 Click Apply to save your settings Deleting a word Proceed as follows to delete a word 1 Select the word 2 Click Delete The word is removed from the list 3 Click Apply to save your se...

Page 81: ...base Customer Interaction Express Runtime database Functions You can perform the following functions during the dictionary import procedure Function Explanation English You can select a language for t...

Page 82: ...orted list are added to the dictionary of the respective language 3 You can select whether to overwrite the dictionary or add the new words to the list 4 Click Browse The file manager appears 5 Double...

Page 83: ...t Windows Explorer 6 Select none as the sound for Start Navigation 7 Then click on Apply Right mouse button pop up menu You can also use the right mouse button to access functions in the folders Funct...

Page 84: ...llowing functions In the Overview folder Delete document Delegate document to agents Delegate document to topics In the Deleted folder Delegate document to topic Dictionary Administrate Import Use tex...

Page 85: ...message arrives in a topic a number the ticket ID can be automatically assigned to it Ticket IDs are used to logically connect several customer requests and queries relating to the same transaction T...

Page 86: ...of a message do the following 1 Right click the message A pop up menu opens 2 Select Properties The properties of the message are displayed Displayed properties The following properties are displayed...

Page 87: ...omma the cell contents are enclosed in quotation marks DB server The DB server administers the CIE system configuration DDL Skripte DDL scripts are database scripts which define the structure of the d...

Page 88: ...Each node in an IP network must have a unique IP address consisting of a network identifier and a host identifier This address is normally expressed in a dotted decimal point format with the decimal v...

Page 89: ...needs to worry about any database specific details PDF PDF stands for Portable Document Format Runtime database Archiving first level Documents can be archived using the UMR WebClient These documents...

Page 90: ......

Page 91: ...38 format 14 archive flag 83 Format 14 Archiving database 81 Forward 30 59 Areas 8 Attachment 61 66 G Attachments 29 Generate Address Import File 9 B H Break 10 20 Bullets 13 Header 53 Help 10 22 C H...

Page 92: ...lection 16 Text blocks 9 71 Time 63 Tool bar 10 N Topic 39 Note 18 Tracking 79 Notification 50 Transaction number 39 Transmission job 18 64 Transmission job status O Outbox folder 13 ODBC 82 Transmiss...

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