Agent Features Overview

8/19/2019 Agent Features Overview

1/37

Agent Features Overview

Alcatel-Lucent OmniTouch Contact

Center


2/37


Agent and supervisor sets

In a processing group, there are two different types of sets:

Supervisor set which can supervise several processing groups and can itself be

part of a processing group as an agent

Agents sets

Extension types

Agent: Analog, 4004, 4035, 4037, 4038, 4039 and 4068

Supervisor: 4035, 4038, 4039 and 4068


3/37


Set functions

The CCd system uses Alcatel-Lucent dedicated digital sets as well as

standard analog sets

The displays as well as the programmable and dynamic keys can be

customized on the agent sets and supervisor sets

The functions can be accessed:

By dialing prefixes for analog sets and Alcatel-Lucent 4003 and 4004 sets

Using the programmable keys and the dynamic keys associated with the

alphanumeric display for the Alcatel-Lucent 4035, 4038, 4039, 4068 sets

Let’s have a look to the most important features available by the agent or

supervisor sets…


4/37


Log-on/Log-off function for the agent

The log-on procedure allows an agent to inform the CCd system of his

physical presence on a workstation and as a result to ask for acceptance inthe call distribution mechanism handled by the CCd system

The log-on request is carried out using the dynamic ”LogOn” key (set with

display) or by dialing a prefix

The log-off procedure allows an agent to inform the CCd system of his

disengagement from the call processing process

The log-off request is carried out using the dynamic ”LogOff” key (or by

dialing a prefix).


5/37


Log-on/Log-off function for the agent

During the “LogOn” procedure, the agent authentication implies that the

agent has to enter:

His agent directory number (except if this agent has an associated set)

The secret code (except if secret code is disabled by the management)

The processing group

If this is a self-assigning agent

If this agent has no preferred processing group

Agent attachment to a processing group is carried out by management. Anagent must be attached to a processing group to allow log-on attempts to

this processing group


6/37


Fixed / mobile agents

Fixed agent means that the agent can only log on to the set with which he is

associated by management. There is no need to authenticate at the log-on. Mobile agent means that the agent can log on from any authorized set.

Authentication is required in this case

Log-on

Fixed agent(or supervisor)

CCdistributionextension

The agent is associated with

the extension by management.

CCdistributionextension

Mobile agent(or supervisor)

No CCd extension assigned to the agent

Association on log-on.

Log-on


7/37


Self-assignable agent / preferred processing group

If an agent is declared as self-assignable in the management, it means thatduring the log-on, he will be able to decide in which processing group hewants to enter

The manager can designate one and only one specific processing group towhich the agent will be automatically assigned on carrying out the log-on

operation ("Preferred Processing Group")

Processing groups

Choice of PG on log-on(otherwise entry in the preferredgroup defined in management)

Log-on

Log-on


8/37


9/37


"Log-on/Log-off" function for the supervisor

As for an agent, the supervisor set:

Can be fixed or mobile May have to dial the secret code

By default a supervisor is self-assignable

A supervisor is attached to processing groups by management, but has nopreferred processing group

After the log-on, the supervisor can enter/leave the processing group using

the dynamic "Entry/Exit" key

3502 Supervisor Name3502 Supervisor Name3502 Supervisor Name3502 Supervisor Name 06/05/05 10:4506/05/05 10:4506/05/05 10:4506/05/05 10:45

EntryEntryEntryEntry QinfoQinfoQinfoQinfo LogoffLogoffLogoffLogoff


10/37


Temporary withdrawal

Withdrawal allows an agent to withdraw temporarily from the processing

group in which he is present

The agent (or the supervisor) is then no longer taken into account for CCd

call distribution

Withdrawal is enabled or disabled on all types of set by dialing the

withdrawal prefix or by selecting the "Withd" dynamic key

3501 Available Agent3501 Available Agent3501 Available Agent3501 Available Agent 06/05/05 10:4506/05/05 10:4506/05/05 10:4506/05/05 10:45

WithdWithdWithdWithd WrapUp SupervWrapUp SupervWrapUp SupervWrapUp Superv QinfoQinfoQinfoQinfo LogoffLogoffLogoffLogoff


11/37


Temporary withdrawal

Up to 9 different types of withdrawal (Coffee break, WC, Smoke…) can be

managed and are used for the statistics

The agent who has temporarily withdrawn can still be called on his own

directory number for internal or external calls

By management, it is possible to inhibit at processing group level the

withdrawal of the last agent available

By management, an agent can be automatically withdrawn on entering in a

PG or after a call rotation phase

6 7 8 96 7 8 96 7 8 96 7 8 9

CoffeeCoffeeCoffeeCoffee WC SmokeWC SmokeWC SmokeWC Smoke 4 54 54 54 5


12/37


Wrap-up function

The wrap-up procedure allows an agent to carry out non telephone work

without being available neither for processing calls distributed by the CCd

system to his processing group, nor for other calls, whether personal, local

or external

All types of sets (analog or dedicated) allow an agent to switch to wrap-up

mode when he is logged-on.

Wrap-up is activated:

Either automatically at the end of the processing of each CCd call according to

the source pilot (management of the "Automatic WrapUp Timer" parameter at

pilot level)

Or manually by the agent when he is in a pause or idle phase by pressing the

“WrapUP” dynamic key


13/37


Wrap-up function

The agent controls his exit from wrap-up in the limit of the wrap-up timer

defined in the pilot (automatic wrap-up) or in the processing group (manual

wrap-up)

An agent in wrap-up phase can carry out all the operations he wishes.However, an operation (outgoing call, selection of a dynamic or

programmed key, etc.) will cancel the wrap-up state (except "Qinfo" key

activation) and the agent will return to idle state at the end of the

requested operation




14/37


Pause between calls

The pause between calls is the period between two consecutive CCd calls

on a same set in a processing group during which the agent is switched to

idle state

The agent switches automatically to the pause status at the end of the

wrap-up timer

The pause timer can be managed or disabled at pilot level

Unlike wrap-up time, an agent in pause status can be reached for personal,

local or external calls. When one of these calls is released, the agent

switches to idle position

Note: the pause timer is completely reset following a manual wrap-up in

pause state


15/37


Agent status - CCdistribution call chronology

Wrap-up inpause

(manual)(group timer)

free

ringing(pilot/caller/waiting time)

conversation

Wrap-up (automatic)(pilot timer (possible cut-off))

Pause(pilot timer)

code

Wrap-up in idle

(manual)(group timer)


16/37


Supervisor direct call

An agent who is logged on and present can call directly one of the

processing supervisors for the group in which he is present

Supervisor direct call is available on all types of sets by dialing a prefix for

analog sets or by selecting the "Superv" dynamic key for sets with displays




17/37


Supervisor direct call

This function can be accessed from idle state, wrap-up state, pause

between calls and from conversation for the Alcatel-Lucent 403x/4068 sets(in this case, the call behaves like an enquiry call)

In all cases, the system searches for a logged-on supervisor with priority

given to those found in idle state and preferably the first logged-on


18/37


Waiting calls - queues status

On the Alcatel-Lucent 403x /4068 dedicated sets, in idle, conversation,automatic wrap-up, manual wrap-up or pause states, the ''Qinfo" dynamickey is used to display the following information:

“WAI”: number of calls waiting in all queues serviced by the designatedprocessing group (value between 0 and 999 on the first line of the display),

"MAX”: call waiting time, with the longest actual waiting time, placed in one ofthe queues serviced by the designated processing group (value between 0 minute0 second and 59 minutes 59 seconds on the first line of the display),

“AVE”: average waiting time, calculated on the traffic sampling period (TSP) of

the queue containing the call with the longest actual waiting period (valuebetween 0 minute 0 second and 59 minutes 59 seconds on the first line of thedisplay).

The "FREE" (number of free agents), " WTHDR" (number of agents withdrawn) and"BUSY" (number of busy agents) information items are available on the 2nd line of

the display


19/37


Waiting calls - queues status

For the agent, the display corresponds to the processing group to which he

is assigned. For the supervisor controlling several processing groups, the

system requests indication of the number of the processing group to view

after selection of the "Qinfo" dynamic key

This function is used to provide immediate information for the agents and

supervisors concerning changes in traffic and the actions to be taken

WAI = 0 MAX = 00:00 AVE = 00:00WAI = 0 MAX = 00:00 AVE = 00:00WAI = 0 MAX = 00:00 AVE = 00:00WAI = 0 MAX = 00:00 AVE = 00:00

FREE=1 BUSY=1 WTHD=0 CANCELFREE=1 BUSY=1 WTHD=0 CANCELFREE=1 BUSY=1 WTHD=0 CANCELFREE=1 BUSY=1 WTHD=0 CANCEL


20/37


Headset function

This facility is available on the Alcatel-Lucent 403x /4068

dedicated supervisor and agent sets and is used to

replace the telephone handset by a headset

It requires a "Headset" programmed function key

When the icon associated with the "Headset" programmed key is off, this meansthe headset function is not active. Pressing this programmed key will validate the

headset function and light up the associated icon

When the headset function is validated, the "Mute/Inter'' fixed function key is

used to choose between manual answer and automatic connection


21/37


Monitoring by the supervisor

The following monitoring features are available from a supervisor set:

Discrete listening

Intrusion

Restricted intrusion

Permanent monitoring

To carry out a system monitoring request, the supervisor selects the

"Listen-in" programmable key and dials the directory number to monitor


22/37



The discrete listening feature:

Is only authorized if it concerns a directory number of an agent in one of the

processing groups for which the supervisor is responsible

Can be carried out on CCd calls only or on all calls (CCd and private calls)

The agent can be informed that his call is being discretely monitored

Agent : 3501 Pilot NameAgent : 3501 Pilot NameAgent : 3501 Pilot NameAgent : 3501 Pilot Name

ListenListenListenListen Intrus RestrIntrus RestrIntrus RestrIntrus Restr.... PermaPermaPermaPerma. Cancel. Cancel. Cancel. Cancel


23/37



Normal intrusion (barge-in) feature allows the supervisor (in discrete listen-

in phase or following a discrete monitoring request) to participate in the

call between the agent and the external party

The supervisor's presence is indicated by a repeated beep during the call

and by a specific display on the agent set




24/37



Restricted intrusion (barge-in) feature is used by the supervisor to dialog

with the agent during the CCd call without indicating his presence to the

external caller

The external caller continues to dialog with the agent without hearing the

supervisor. No repetitive beep is emitted during the call. On the other

hand, a specific display is provided on the agent's set




25/37



The Permanent monitoring function enables the supervisor to monitor, in

real time, on the Alcatel-Lucent 403x/4068 display, the static (withdraw,

log-off..) and dynamic (private outgoing call, pause, CCd direct call…)states of an agent

The permanent monitoring function also allows the supervisor to

automatically switch to discrete listening on an agent as soon as the agent

is in conversation state




26/37


Help request by an agent

An agent can ask for a help request to a supervisor

The supervisor must have an “ACD Listening“ programmable key

A Help request is authorized on CCd calls only or on all external calls

(according to the management)

The agent, in on-line mode, selects the "Help" dynamic key

0298143322 Pilot Name in conversation0298143322 Pilot Name in conversation0298143322 Pilot Name in conversation0298143322 Pilot Name in conversation

EnquirEnquirEnquirEnquir HelpHelpHelpHelp Qinfo SupervQinfo SupervQinfo SupervQinfo Superv


27/37


Help request by an agent

In case of Help request by the agent:

A beep informs the supervisor

The icon associated with the supervisor set " ACD Listening " programmable key

flashes

After acknowledging the help request, the supervisor can perform discrete

listening, normal intrusion, restricted intrusion or permanent monitoring on

the agent, or he can simply reject the help request




28/37


Transaction/business code

This facility allows an agent, at the end of a call, to enter a code

characterizing the type of call processing

Two types of codes are possible (choice by management):

Transaction code from 1 to 15 digits. It’s only entered on the CCd call record

Business code from 1 to 3 digits. This code is used for statistics

The agent can modify, erase or cancel the entry using the dynamic keys

Transaction code (4) :Transaction code (4) :Transaction code (4) :Transaction code (4) :

Apply Rubout DeleteApply Rubout DeleteApply Rubout DeleteApply Rubout Delete CancelCancelCancelCancel


29/37


Conversation recording

The recording function is available with the Alcatel-Lucent 4645 and 4635

voice messaging systems

It allows an agent to record a conversation in progress

Recording a conversation is done by selecting the "Record'' dynamic key and

is signaled by a beep and the flashing of the "Record'' icon

The call is stored in the mailbox associated with the pilot

0298143322 Pilot Name in conversation 0:050298143322 Pilot Name in conversation 0:050298143322 Pilot Name in conversation 0:050298143322 Pilot Name in conversation 0:05

EnquirEnquirEnquirEnquir HelpHelpHelpHelp RecordRecordRecordRecord Qinfo SupervQinfo SupervQinfo SupervQinfo Superv>>>>


30/37


Queue supervision on LED

The queue supervision on LED function is reserved for agents with an

Alcatel-Lucent 403x /4068 set

For an agent or a supervisor, the set LED status provides information

regarding the presence of waiting calls or the saturation of at least one of

the queues served by the processing group in which the agent is assigned on

log-on or controlled by this supervisor

The LED always represents the most favorable case of the overall waiting

queues concerned

For example, congestion of at least one of the waiting queues (flashing red) will

take priority over presence of at least one call on hold in a waiting queue (steady

red)


31/37


Queue supervision on LED

The 4 states of the LED are, in display priority order:

Flashing red: at least one queue saturated

Steady red: at least one call waiting in a queue

Flashing green: "Business" use

Off: no queue saturated, no call waiting, no "Business" use


32/37


General forwarding function

General forwarding is only applicable to one pilot

The general forwarding function is used to switch all the calls destined to apilot over to:

A new call distribution rule (new close/open direction state and newpresentation and parking level guides), or

A local or remote node directory number (agent or supervisor set, attendant,group, voice messages, etc..), or

A voice guide (for subsequent call-back, for example)

The activation of general forwarding corresponds to the manual closing of apilot

It can be activated either automatically from the switch-over of the pilotrouting rule, or manually from an agent or supervisor set, by using aprogrammable key, or from a supervision station or a system managementconsole


33/37


Manual close/open of a processing group

The manual close/open of a processing group can be activated from an

Alcatel-Lucent 403x /4068 dedicated set (agent or supervisor) by selecting

the “Closing PG” programmable key

In case of processing group closure, the calls won’t be routed anymore to

this PG

General Forwarding of pilotClosing PG


34/37


Manual hold/retrieve

The manual hold/retrieve function allows an agent in CCd conversation to

set this call on hold, in order to carry out a non telephone activity and then

to resume call with the external party when this activity is terminated

On manual hold activation, the external correspondent will be connected to

an on hold guide

This function is activated/de-activated by dialing a prefix or by using a

dynamic key

0298143322 Pilot Name in conversation 0:050298143322 Pilot Name in conversation 0:050298143322 Pilot Name in conversation 0:050298143322 Pilot Name in conversation 0:05


35/37


Choice by list (CBL)

This concerns the use of the "Choice by List (CBL)" function when selecting a

Processing Group number or a Pilot number for the following procedures:

"Log-On": Choice of Processing Group

"Entry": Choice of Processing Group

"Waiting displays": Choice of Processing Group

"Pilot FWD ": Choice of Pilot

This function offers agents logged on a dedicated Alcatel-Lucent 403x /4068

set an exhaustive list of PGs or Pilots that can handle the operating mode

involved (by using the "List" key)


36/37


Choice by list (CBL)

Example for the LogOn procedure

The agent enters his agent number, the secret code and then can choose the processinggroup from a LIST

The agent can review all the PG using the ” Prev” or “Next” keys

The number of items included in the list is indicated by a counter

In this example, PG1 is the first PG in the list

PG number :PG number :PG number :PG number :

ListListListList

3800 PG1 01/053800 PG1 01/053800 PG1 01/053800 PG1 01/05

PrevPrevPrevPrev Next Apply BackNext Apply BackNext Apply BackNext Apply Back

A F O i


37/37


Call by name (CBN)

This concerns the use of the "Call By Name (CBN)" function when selecting

an agent number, a processing group number or a pilot number for the

following procedures:

Log-On: Choice of agent and choice of Processing Group

Entry: Choice of Processing Group

Pilot FWD: Choice of Pilot Discrete monitoring: Choice of agent

Waiting display: Choice of Processing Group

This CBN function is similar to the CBL one:

CBL uses the “LIST” dynamic key

CBN uses the alphanumeric keyboard

Documents

Agent Features Overview