call centre agent client - optus...as a call centre agent, you can specify whether your direct...

Call Centre Agent client

optus.com.au/loopsupport

The Call Centre application delivers the following real benefits to users:

Efficient call handling and automatic call distribution

Integration of online directories with Click-To-Dial capability

Real-time monitoring of queue activity

1. Go to your My Phone portal: http://loop.optus.com.au/myphone/control/main

2. Enter your Username and Password (provided to you by Optus).

3. Click Sign In

1. From the My Features tab, select Call Centre

2. Click Activate Agent

Call Centre Agent OverviewThe Call Centre Agent client is designed to support the needs of Call Centre agents in any environment. It supports the full set of call handling functions, status management, integration of multiple directories, Outlook integration, and other features required in call centers.


Optus Loop – Call Centre Agent client QRG 1

Log in to My Phone portal

Activate Agent

http://loop.optus.com.au/myphone/control/main

The Call Center log in page will open and prompt you to enter your User ID and Password.

1. Enter your User ID

2. Enter your Password

3. Click Sign In



Activate Agent Cont.

Your User ID is listed on the My Features, Call Center information screen (see previous screen) and your password is the password you used to log into your My Phone portal.

Call Centre Agent Main Interface

1. From the Settings link, select Applications tab

2. From the Call Center Memberships section

3. Tick the checkbox to access the Call Center in which you are an Agent of

4. Click the Back to Application link to return to the main interface

The main elements of the Call Centre interface include:

Logo pane - The Logo pane displays information about you and contains links to other pages and functions

Call Console pane – You use the Call Console pane to view and manage your current calls. Contacts pane – The Contacts pane contains your contact directories, the list of your supervisors, and the list of the call centre’s you belong to. It allows you to use your contacts to make and manage your calls.

Dashboard pane – Use the Dashboard pane for an overview of the status of the call center’s you are part of. Information about the queue and expected wait times will display.

Settings pages – You use the Settings pages, accessed via the Settings link, to configure various aspects of Call Centre.

Sign Out – Click to sign out of the Call Centre Agent console



Configure Agent settings

Logo pane

The Call Center Agent client interface

Call Centre control icons appear within the Console panes

Located in the upper-right corner of a pane, when clicked, displays a drop-down menu of options that control the display of information in that pane. The available options are context dependant

Click to expand or minimize a window or pane

Close an interface window or pane

Action icons allow you to perform different actions on calls. These icons only appear when the action can be performed, actions such as answering, holding or transferring a call, escalating to a supervisor or conferencing. Common action icons are listed below. Different action icons appear if you hover over a call or if you select a call.

Click to dial a number or contact you have entered in the dial field

Click the Call dropdown and select from available numbers to Call

Or Click to Transfer to a selected contact or phone number

Click the TXR (transfer) dropdown and select from the available numbers to Transfer to

Click to Answer an incoming call

Click to place a call on Hold

Against a held call, click ANS button to take the call

off hold Click to End a Call

Click to establish a conference call

Escalate a call to a Supervisor

Escalate a call to a nominated Supervisor

Create an Emergency call (conference) with a caller and Supervisor

Create an Emergency call (conference) with a caller and nominated Supervisor


Control icons

Call Action icons


From the Logo pane the Agent can change their ACD State from Available to Unavailable to Wrap Up. Click the ACD dropdown to select required state

ACD States:

To specify the supervisor/s that will be monitoring you as an agent

1. On the Supervisors panel click the Edit button

2. Select the supervisor who is monitoring you

3. Click Save

4. The selected supervisor will have their call state displayed. The state of supervisor’s who arenot monitored appears as unknown and are greyed out

Available indicates you are able to receive calls via the Call Centre number/s

Unavailable indicates you are unable to receive calls through the Call Centre number/s

Wrap-Up allows you to complete your tasks prior to another call being delivered via the

Call Centre


Change the Agent state

Monitor Supervisor


The Dashboard pane allows you to monitor the activity of the Call Centres you are assigned to

1. In the Dashboard pane, click Options

2. Click Select Queues

3. Select the queues you want to monitor on the Dashboard

4. Click Save

5. To select the fields you want to view, select Select Visible Fields

6. Tick the fields, then click Save


Dashboard pane


Your active calls are displayed in the Call Console pane.

1. If an Agent is monitoring a Call Centre the Call Console pane will display which Call Centre thecall is being routed from.

2. If a call is made direct to an Agent, the call will display as Direct


Active Calls

To answer a ringing call

In the Calls panel, click Answer

Expand the Calls panel

Click End

As a Call Centre agent, you can specify whether your direct number or an alternate number assigned to one of your call centres should be used as your calling line identity when you make calls

3. Enter the number in the Dialer field in the Call Console pane

4. Click Dial

Answering Calls

End a Call

Making Calls

To make an ad-hoc call


To redial one of the recently dialled numbers

1. In the Dialer, place the cursor in the text box and start entering a number. A list of recentlycalled numbers that start with the entered digits will appear

2. Select the number to dial and click Dial

To Dial a contact

1. In the Contacts pane, expand the directory you want to dial a contact from

2. Expand the contacts details and click the Call dropdown

3. Click the required number from the dropdown list to start dialing

To set your outgoing-call identity for the next call (if configured in Vocus IP Tel Manager)

In the Dialer, click the Dial button and select the number from the drop-down list. The numberyou select will be displayed as your Calling Line ID when you make the next call

In the Dialer, click Redial the most recent number is dialled, or select the required number from the list


Making Calls Cont.

Redial a previously dialed number

To redial the last number you called

Hold/Resume Calls

To place a call on hold

1. From the Call Console pane

2. Click Hold

3. To resume a held call

4. From the Call Console pane

5. Click Answer


There are a number of ways in which you can transfer a call, including blind transfer, transfer with consultation, and transfer to queue.

1. From the Call Console pane, select the call to transfer2. In the Dialer, enter the destination number and click Transfer

1. From the Call Console pane, select the call to transfer2. In the Contacts pane, expand the panel from which you want to select a contact

3. Expand the contacts details and click Transfer (TXR) dropdown Select the number from the dropdown list to transfer the call to

1. While on an active call, place another call to a contact(The original caller will be put on Hold. Both calls will display on the Call Console pane)


Transferring Calls

2. Announce the call to the called party3. Move the mouse over the held call and click Transfer4. The calls are connected and removed from the Call Console panel

You can transfer a call back to a queue. A transferred call is placed at the bottom of the queue.

1. From the Call Console panel, select the call to transfer

2. In the Contacts pane, expand the Call Centre panel

3. Click the destination queue

4. Click Transfer

5. Click Top

to transfer the call to the bottom of the queue to transfer the call to the Top of the queue

Blind Transfer to an ad-hoc number

Blind Transfer a call to a contact

Consult Transfer

Transfer a call to a Call Centre queue


Blind escalate a call to a Supervisor without providing an introduction

1. While on a call, on the Supervisors pane click the Escalate icon to let the system select a

2. Without waiting for the supervisor to answer, in the Calls panel, select the original callMove the mouse over the call to the supervisor and click Transfer

supervisor; or to select the supervisor yourself, click on an available supervisor to expand and clickthe Escalate button for that supervisor.(Your original call is placed on hold and a call to the supervisor is initiated)


Escalating a Call

Escalate a call to a Supervisor with an introduction

3. To announce the call to the Supervisor Wait until the supervisor accepts your call andspeak to the supervisor

4. When ready to transfer the call, in the Calls panel, select the original call

5. Move the mouse over the call to the Supervisor and click TXR (Transfer)

Emergency call to Supervisor

10

When you make an emergency call, the caller is not placed on hold instead; a supervisor is immediately conferenced into the call and the agent is unable to provide an introduction.

1. While on the call, move the mouse over the required supervisor

2. Click Emergency in the Supervisors panel, or to nominate which Supervisor you want

to connect the Emergency call with, click again the supervisor

Optus Loop – Call Centre Agent client QRG

3. The call will automatically drop into a conference call and display in the My Conference Calls panel


Emergency call to Supervisor Cont.

To start a conference call, you need to have at least two current calls

1. Move the mouse over the non-selected call and click ConferenceA three-way conference is established and the connected calls appear in the My ConferenceCalls panel.There are Conference action icons that appear in the Conference panel header, such as Hold,Resume, and Leave and the agent can click on either of the icons to perform the function.

Conference Calls

11Optus Loop – Call Centre Agent client QRG

call centre agent client - optus...as a call centre agent, you can specify whether your direct...

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