Alcatel-Lucent OmniTouch 8 Series Скачать руководство пользователя страница 60 | Manualshive

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Alcatel-Lucent OmniTouch 8 Series Скачать руководство пользователя страница 60

Chapter

6

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6-4

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Содержание OmniTouch 8 Series

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

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 6: ...0 4...

Страница 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...

Страница 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...

Страница 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...

Страница 10: ...Chapter 1 1 4...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 20: ...Chapter 2 2 10...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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___ ___...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 44: ...Chapter 3 3 24...

Страница 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...

Страница 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...

Страница 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...

Страница 48: ...Chapter 4 4 4...

Страница 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...

Страница 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...

Страница 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...

Страница 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_...

Страница 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...

Страница 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...

Страница 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...

Страница 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...

Страница 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___...

Страница 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...

Страница 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...

Страница 60: ...Chapter 6 6 4...

Страница 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...

Страница 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...

Страница 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...

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

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