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Manual Automatic Call Distribution (ACD) Agent Tool version 3.5 Telekom Deutschland GmbH Version 3.5 Last revised November 2013

Manual ACD Agent Tool | Version 3.5

Telekom Deutschland GmbH, Value-Added Services Center, last revised: November 2013 2

Table of contents

1 Overview .......................................................................................................................................................................... 4

1.1 The Agent Tool .................................................................................................................................................................. 4

1.2 Scope ................................................................................................................................................................................... 4

2 The interface.................................................................................................................................................................... 4

2.1 Login screen ....................................................................................................................................................................... 4

2.2 Select line............................................................................................................................................................................ 4

2.3 Default view ........................................................................................................................................................................ 5

2.4 Agent status ........................................................................................................................................................................ 8

2.5 Call info window ................................................................................................................................................................ 9

2.6 Forwarding ....................................................................................................................................................................... 10

2.7 The configuration window ............................................................................................................................................ 11

2.7.1 General ............................................................................................................................................................................. 11

2.7.1.1 Conduct...................................................................................................................................................................... 11

2.7.1.1.1 Log-out user in the event of "Block computer” ............................................................................................... 11

2.7.1.1.2 Display in the foreground .................................................................................................................................... 11

2.7.1.2 Call signaling ............................................................................................................................................................. 12

2.7.1.2.1 Signal a new call acoustically ............................................................................................................................. 12

2.7.1.2.2 Close call dialog automatically .......................................................................................................................... 12

2.7.1.3 Queue threshold value signaling .......................................................................................................................... 12

2.7.1.3.1 Information from the value .................................................................................................................................. 12

2.7.1.3.2 Signalize threshold value limit acoustically ..................................................................................................... 12

2.7.1.3.3 Close threshold value information dialog automatically ............................................................................... 12

2.7.1.4 Connection settings ................................................................................................................................................. 12

2.7.1.4.1 Server URL ............................................................................................................................................................. 12

2.7.2 Data processing .............................................................................................................................................................. 13

2.7.2.1 Copy call information .............................................................................................................................................. 13

2.7.2.1.1 Automatically copy call information to interim storage ................................................................................. 13

2.7.2.1.1.1 Copy number of the calling person to interim storage .................................................................................. 13

2.7.2.1.1.2 Copy additional information into the clipboard ............................................................................................... 14

2.7.2.1.2 Copying settings ....................................................................................................................................................... 14

2.7.2.1.2.1 Copy data when call is signaled ......................................................................................................................... 14

2.7.2.1.2.2 Copy data when call is accepted ....................................................................................................................... 14

2.7.2.1.2.3 Encapsulate the data with the following symbol chain .................................................................................. 14

2.7.2.2 External data processing ........................................................................................................................................ 15

2.7.2.2.1 Execute automatically .............................................................................................................................................. 15

2.7.2.2.2 Application file ........................................................................................................................................................... 15



2.7.2.2.3 Parameters ................................................................................................................................................................. 15

2.7.3 Plug-ins ............................................................................................................................................................................. 16

2.7.3.1 Communication plug-ins......................................................................................................................................... 16

2.7.3.1.1 Activate status allocation ......................................................................................................................................... 16

2.7.3.2 Address book plug-ins ............................................................................................................................................ 17

2.7.3.2.1 Maximum number of search results per plug-in ................................................................................................. 17

2.8.1 Agent list........................................................................................................................................................................... 18

2.8.2 Utilization overview ........................................................................................................................................................ 19

2.8.3 Monitoring ........................................................................................................................................................................ 20

2.9 View ................................................................................................................................................................................... 20

2.10 The support window ...................................................................................................................................................... 21

3 Support and contact ................................................................................................................................................... 22

4 Publication details ...................................................................................................................................................... 22



1 Overview

1.1 The Agent Tool The agent tool is a small desktop application developed for Windows that provides all the agent functions of the Web interface for the agent.

1.2 Scope The agent tool is mainly developed for agents who during their activity as agents must largely work with other applications and thus cannot directly access the agent functions of the web interface. Its compact form and the possibility of placing it freely superimposed on the desktop make the agent tool the ideal alternative to the web interface for all agents. The agent is also provided with all the agent functions, without limitation.

2 The interface

2.1 Login screen After launching the program, the agent tool opens with the login screen. The same data as in the web interface is used as login data.

Account Your ACD account name Username Your ACD username Password Your ACD password Button configuration Opens the configuration window (see 2.7.) Button Support Opens the support window (see 2.10.) Select button language Displays a list of the languages available Click on "Login" to log in to the ACD or "Cancel" to close the agent tool.

2.2 Select line



After a successful login, the "Select connection" screen appears, where you specify your line. If you can select your line freely, all the available lines will be displayed and you select one of them. You will not see the unavailable (busy) lines. Once you have been allocated a line, only that line will be offered to you. Via the "Report ready to accept call" option you can define whether you will be available for calls immediately after login or whether you need to manually indicate that you are ready to take a call.

2.3 Default view The default view contains the following displays and buttons:

Button: Logout

Logs you out of the ACD.

Button: Configuration

Opens the configuration window (see 2.7.)

Button: Modules

Access to the modules agent list, the utilization overview and monitoring (see 2.8)

Button: View

Changes the presentation of the agent tool (see 2.9)

Button: Support

Opens the support window (see 2.10.)



Button: Close

Logs you out of the ACD and closes the agent tool

Display: Name

Displays the name of the user logged in

Display: Company

Displays the company name of the user logged in

Display: Line

Displays the destination number of the user logged in

Display: Communication status

Displays the current communication status with the ACD server. The symbol lights up when data is requested from the ACD server.

Display: Utilization info

States whether the following utilization values refer to the entire ACD or to a particular skill group

Utilization value: Utilization in percent

Displays the utilization in percentage terms

Utilization value: In the queue

Displays the number of callers in the queue

Utilization value: Agents logged in

Displays the number of agents currently logged in

Utilization value: Ready

Displays the number of agents with the status "Ready"

Utilization value: Talking

Displays the number of agents with the status "Talking"

Utilization value: In post-processing

Displays the number of agents with the status " In post-processing”

Utilization value: Paused/absent

Displays the number of agents with the status "Paused /absent”

Utilization value: No answer

Displays the number of agents with the status "No answer"



Display: Agent status

Displays the current agent status (see 2.4)

Button: Login

Log in to accept calls

Button: Logout

Logs you out of accepting calls

Button: Ready

Logs you in to accept calls

Button: Post-processing

Activates the post-processing period

Button: Block caller

Blocks the current caller to prevent him from calling again

Button: Forward

Opens the forwarding dialog during an active call

Button: Cancel forwarding

Cancels the current forwarding

Button: Forward (PBX)

Logs that you are ready to accept a call when forwarding is taking place on your telephone system

Button: Pause

Opens the menu with the possible reasons for a break

Button: Absence

Opens the menu with the possible reasons for absence

Button: Reason for call

Opens the menu with the possible reasons for call



2.4 Agent status

Gray

The agent is not logged in as ready to take the call

White The agent is logged in as ready to take the call

Red The agent is currently making a call

Orange The agent is in the post-processing phase

Green The agent is having a break

Amber A call is being put through to the agent

Red/amber The agent has been reserved for an incoming call

Black The agent has been temporarily logged out of the ACD for not taking a call

Black/gray The agent has been logged out of the ACD for not taking a call

Blue

The agent made a call outside the ACD, was logged as "besetzt" [busy] and was temporarily excluded from receiving calls

Blue/gray

The agent made a call outside the ACD, was logged as "besetzt" [busy] and temporarily logged off from receiving calls



2.5 Call info window

The call info window informs you about a new customer call if one of the following pieces of information applies to the relevant call: Call information e.g., service number or selection on the language platform Skill group The skill group to which the call was delivered From the waiting field States whether the call was previously in the queue Telephone number Number of the caller, if available Forwarded by The name of the previous agent when a call is forwarded Message The message of the previous agent when a call is forwarded If the Customer Info service feature is active and if relevant information is available for the customer call, the CI button is displayed, which gives you access to this information. If you have set one or both external instructions above the configuration window, an appropriate button will be displayed to you for both of the external instructions, and you can use the button to perform the instruction manually (see 2.7.2.2).



2.6 Forwarding If a caller has been assigned to the wrong agent group by mistake, or if he is connected to another group or another destination on different grounds, then forwarding can be used to connect this call to the desired destination, without the caller having to make another call. An appropriate destination can be sought by using an input field.

The search function filters the following destination sources and displays the results as a list: ACD Internal Skill groups within the ACD ACD External Predefined external destinations within the ACD ACD Agent Agent in the status "Ready" Address book plug-ins Activated address book plug-ins In cases of forwarding on "ACD Internal" or "ACD Agent," the next agent can be prepared for the incoming call with a message. For this purpose, use the input field "Message". If you have selected the desired forwarding destination, please confirm your selection with "Forward" or cancel the process with "Cancel". If initialization of the forwarding was successful, you will receive an appropriate status message. Launch forwarding by putting the receiver down or cancel this by activating the "Cancel forwarding" button.



2.7 The configuration window All settings of the agent tool can be undertaken via the configuration window, which can be reached via the Configuration button. If you have adjusted all the settings as you desire, take them over by activating the "Save" button or reject this with "Cancel".

2.7.1 General On the "General" page, basic settings can be undertaken.

2.7.1.1 Conduct

2.7.1.1.1 Log-out user in the event of "Block computer” Specifies whether the agent is to be logged out for receiving the call, as soon as the workstation of the agent is blocked.

2.7.1.1.2 Display in the foreground If this option is activated, the agent tool is always displayed in the foreground of your screen and thus cannot be hidden by other application windows.



2.7.1.2 Call signaling

2.7.1.2.1 Signal a new call acoustically By using this acoustic signaling function, you determine whether a call is also indicated by means of an acoustic signal, e.g., a wave file. You can create the sound file which is to be used for signaling via the Windows sound settings on the relevant client computer. Consult your operating system’s user guide on how to do this.

2.7.1.2.2 Close call dialog automatically If the call information dialog is to be closed automatically, i.e., without the need for the user to intervene, this can be activated via the relevant option. The value set here determines the number of seconds after which the dialog is closed automatically.

2.7.1.3 Queue threshold value signaling

2.7.1.3.1 Information from the value This function can be used to inform you as soon as the queue in the ACD reaches a particular value. To activate this function, set a higher value than "0" here. You can deactivate the function again by setting the value "0." As soon as the value of the queue population reaches or exceeds the value set here, a dialog window will inform you to this effect. After you close the dialog window, it will not re-appear until a value lower than the set value has been reached and then reached again or exceeded.

2.7.1.3.2 Signalize threshold value limit acoustically By using this function, you determine whether reaching the threshold value is also signaled by means of an acoustic signal, e.g., a wave file. You can create the sound file which is to be used for signaling via the Windows sound settings on the relevant client computer. Consult your operating system’s user guide on how to do this.

2.7.1.3.3 Close threshold value information dialog automatically If the threshold value information dialog is to be closed automatically, i.e., without the need for the user to intervene, this can be activated via the relevant option. The value set here determines the number of seconds after which the dialog is closed automatically.

2.7.1.4 Connection settings

2.7.1.4.1 Server URL Specify here the address of the communication file on your web server with which the agent tool can establish a connection to the ACD server. Please note that this statement should be made without the transmission protocol (https). In order to avoid editing the server URL by mistake, it is not possible to do this until the Edit button has been activated. By activating the "Reset" button, the value of the server URL can be reset to the default value.



2.7.2 Data processing On this page you can adjust the settings to process the call information for a new customer call.

2.7.2.1 Copy call information

2.7.2.1.1 Automatically copy call information to interim storage Once this option is activated, the selected call information is copied automatically to the cache at the selected time.

2.7.2.1.1.1 Copy number of the calling person to interim storage If the "Phone number display" service feature is activated, this may be used to copy the transferred phone number of the caller automatically to the cache of the relevant client computer.



2.7.2.1.1.2 Copy additional information into the clipboard

If the "Customer Info" service feature is activated, the transferred information can be automatically copied to the cache of the relevant client computer via this option. The input field below the option makes it possible to filter this data (e.g., for a specific value only) so that it can be used in another application, for example. Let’s assume the customer information includes the following information:

kdnr:123456 [kdnr = customer number]

msn:04321567890

The kdnr filter would then ensure that only the information 123456 is copied to the cache.

Only one of the two options for automatic copying to the cache can be active at any one time. However, you can always copy this information manually.

2.7.2.1.2 Copying settings Here you can decide when the call information is to be automatically copied.

2.7.2.1.2.1 Copy data when call is signaled If this option is activated, the call information is copied with the overlay of the call information window to the cache.

2.7.2.1.2.2 Copy data when call is accepted If this option is activated, the call information is copied to the cache with the change of status to "Making a call."

2.7.2.1.2.3 Encapsulate the data with the following symbol chain If it should be necessary for the further processing of the data to encapsulate it in a particular character string, you can enter this character string here. For example, if the caller's phone number 04321567890 is copied with the character string $$$ to the cache, $$$04321567890$$$ would be copied.



2.7.2.2 External data processing With this function you can also transfer call information directly to another application or website. To this end you can also configure up to two external instructions with the following parameters:

{%SN%} The call information (e.g., service number) {%ANI%} Phone number of the caller, if known {%CI%} The Customer Information {%CI<KEY>%} The Customer Information filtered with KEY {%SENDER%} The user name of the original agent when call forwarded {%MESSAGE%} The message when call forwarded {%USERNAME%} The user name of the agent logged in {%USERNAME%} The user name of the agent logged in {%USERPHONE%} The phone number of the agent logged in {%SKILL%} The skill group to which the call was delivered

2.7.2.2.1 Execute automatically If this option is activated, the external instruction is performed along with the overlay of the call information window.

2.7.2.2.2 Application file Enter here the path to the application file or the address (with http/htpps) to the website, which is to be performed with this instruction. Here you can already use the parameters listed above, e.g., https://webserver/crm/showCustomer.apsx?phone={%ANI%}

2.7.2.2.3 Parameters Enter here the parameters which you would like to transfer to the application, e.g.,

Application file: crm.exe Parameters: -phone {%ANI%} Instruction for performance:

crm.exe –phone 0432156789



2.7.3 Plug-ins

The scope of the agent tool's functions can be expanded by plug-ins. Here a distinction is made between 2 types of plug-in.

2.7.3.1 Communication plug-ins Communication plug-ins are used to connect to a communications application such as Microsoft Lync or Skype, in order to be able to react directly to status changes in the communications application.

2.7.3.1.1 Activate status allocation If this option is activated, the agent tool reacts to status changes of communication application according to the configured status assignment.

For every status of the communication application (plug-in status), an appropriate ACD status can be configured, e.g.,

Plug-in status ACD status Busy Absent 01

If the communication application changes in status to "Busy", this triggers in the agent tool the status requirement "Absent" with the "Reason for absence 01". However, a corresponding change of agent status is only possible if the agent is in a status from which he can switch to the desired status. In the example mentioned above, the agent would therefore have to be in the status "Ready" or "Talking" in order to send the absence requirement to the ACD.



The following ACD statuses are available:

• None • Ready • Absent 01-10 • Pause 01-10 • Logout • Forward (PBX)

2.7.3.2 Address book plug-ins Address book plug-ins are used to connect to a directory or directory service to search for external destinations for call forwarding, e.g., Microsoft Outlook. Just select the desired directories by activating the relevant selection box.

2.7.3.2.1 Maximum number of search results per plug-in If you have selected one or more address book plug-ins, and would like to search through them for call forwarding, then every plug-in will reply to the search request with the maximum number of results set here. This setting also affects the search in the ACD Internal, External and Agent directories.



2.8 Modules This menu offers access to the following modules.

2.8.1 Agent list

The Agentenliste [Agent list] window displays a list of the ACD agents and their relevant status for you. For a better overview, the list may be sorted in ascending or descending order:

• Status • Username • First name • Last name • Phone number



2.8.2 Utilization overview

The "Utilization overview” window shows you an overview of the overall utilization of the ACD and the individual skill groups. For every entry the following utilization values are displayed:

Designation Skill group name Displays the name of the relevant utilization line

Utilization in percent Displays the utilization in percentage terms

In the queue Displays the number of callers in the queue

Logged-in agents Displays the number of agents currently logged in

Ready Displays the number of agents with the status "Ready"

Talkin Displays the number of agents with the status "Talking"

In post-processing Displays the number of agents with the status "In post-processing”

Pause/absent Displays the number of agents with the status "Pause/absent”

No answer Displays the number of agents with the status "No answer”



2.8.3 Monitoring If you have access to monitoring of the ACD, your monitoring website will be opened in the local standard browser of the system.

2.9 View For the optimum use of the desktop, the agent tool offers you different views and can be firmly fixed at the edge of the screen. In addition to the standard view, two other, more compact views are available to you.

• Compact horizontal

This may be anchored using "View Compact Dock at top/ View Compact Dock at bottom” at the top or bottom edge of the screen.

• Compact vertical This may be anchored using "View Compact Dock at left / View Compact Dock at right” at the left or right edge of the screen.



2.10 The support window

The support window offers access to information and test results which help to localize a fault in the event of an incident. Upon request from a support employee, you can send this information to the e-mail address of the support employee by using the button "Send e-mail”.



3 Support and contact If you have any questions or comments, please contact this address: Deutsche Telekom Technischer Service GmbH Technischer Kundendienst Zentrale Services Plattformsteuerung Intelligente Netze Chemnitzer Straße 2, D-67433 Neustadt an der Weinstraße, Germany +49 0800 330 11 66 (Tel.) +49 0800 330 11 77 (Fax) E-Mail: [email protected]

4 Publication details Author: Deutsche Telekom Technischer Service GmbH

Solutions Competence Center Platform Management Intelligent Networks

Chemnitzer Straße 2, D-67433 Neustadt an der Weinstraße, Germany +49 0800 330 11 66 (Tel.) +49 0800 330 11 77 (Fax) E-Mail: [email protected]

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