Agent EN

 

 

AGENT

 

uContact Agent is a module for the call center agent as the total solution for integration with features relating to data capture, monitoring by states and integrated communications platform integrates with CCS.

uContact Agent has a security control module to identify agents with a created profile allowing to have a strict control of the campaigns of each of the call center agents.

uContact Agent login is the main page that lets you select the language and region to which the agents work and validate the security credentials, entering the URL : https://IPSERVER:8086/agent/





 Once inside the agent portal we will find the following screen:





Inside the portal we can see the varied actions of the agent:

Top Margin:

Pause: Pause or unpause the agent, Integra icon turns gray when the agent is paused (not being able to receive incoming calls assigned campaigns this).

Break: within this item can pause assign different actions based on the needs of the agent:

  • Lunch.

  • Bathroom.

  • Personal.

  • Training.

  • Etc.

Chat: displayed on the right side of the screen the different agents to whom you can chat with the aim of letting user’s notifications.

Phone: displayed on the right side of the screen the virtual phone keypad which will make calls to different extensions.

Exit: Allows the agent to logoff from the system.

Menu: allows to hide the Right Margin Menu

Right Margin:

Chat: Allows exchange short messages with other agents, mainly used to report actions or events among users when they are talking. The operating mode of this module is based on selecting the agent with whom you want to chat, when a new event reaches the agent a beep sound will be hear. Regarding the windows will open a window for each conversation you have per agent.





SMS: Allows sending text messages to cell phones, indicating the number to which you want to send the message and the text to send.

Phone: allows interaction making external calls. Among the features that will be allowed is the selection of the campaign which will call (in case you have more than one assigned outbound campaign). Moreover you can initiate a call (green button) cut a call (button red), indicate the number to call (text box) or by typing the phone number buttons to which you wish to call. As a bonus there are options to put the phone on hold, transfer a call to both attended and unattended another extension.



Functionalities:

 

Telephone: allows the usual phone functions as, answer, transfer, call, hungup, hold on or mute.

History: allows to see the call log of the current sesión of the agent.

Allows to see if the call was incoming or outgoing, the called phone and the talked time.

Contacts: allows to see the call center contact, having the posibility to call directly or transfer a call in any option.

Allows to see the contact list of the call center agents, with their name and referred phone.

If the phone is in built in mode, the extension will be available without the need of having an hardphone or softphone configured, taking the user login credentials such as extension and name.

 

Campaigns: The Campaigns module is specially designed to integrate data capture campaigns of different types based on specific requirements that the client can be wound to the design of these displays; data capture is designed to be a dynamic and agile with the ability to quickly implement changes or new campaigns. These campaigns follow some specific criteria to maintain armed security resources.

For each campaign, you must define a campaign of outgoing and incoming calls eg (Integra and Integra_Out) from the administration portal.

The name of the campaign data capture for this case should be Integra.

Agents can view campaigns based on the campaigns to which they are assigned taking the view restricted to these.

Agents may open multiple screens each campaign can query specific records in each.

The agent will be able to manage data capture query, delete, or modify data entering the assigned campaign.

The popup event will be generated with the (macro-CTI) the phone number and name of campaign must be properly formatted. (You must define a specific flow for the campaign that is running this macro send the data).



Events

For the event reception at a campaign a macro must be defined containing the specification of data arrival to run pop up events (eg, based on the data display the phone number of the client).

The macro event will be generated from the Integra Designer dialplan having the following parameters in the generated code the campaign name must coincide with the form name so that it will run properly:



[macro-agent] 

exten=> s,1,UserEvent(CTI,UNIQUEID: ${UNIQUEID},Channel: ${CHANNEL}, Campaign: ${campaign}, Callerid: ${Ani}, Guid: ${guid},Screen: TRUE,ParAndValues: par1=val1-par2=val2-par3=val3)

exten=> s,2,Hangup()



PBX

 

This manual is oriented to know the operation of the telephone switchboard and PBX Integra processes and configuration management.

Is orient to resolve all operational functions of a traditional PBX adding administration and management modules with new technologies.

Added to the basic functionality, extending a series of quick options and services, integrated into one product, which will enable the management of multiple communication channels with a single centralized device.



Basic Functions

 

Pickup

Allows calls from other extensions be picked up in the following ways:

 

*8

Pick up a group call (section)

* + XXX

Pick up an extension call determined by XXX 

 

External Calls

Make calls out (depending on the permissions of the user), permissions are associated to each extension:

Make local calls

Make international calls.

Make calls to cellular phones.

Make internal calls.

 

9 + number

External call (according to internal permissions)

*25 or

External call with recall possibility

 

Deviations

Deviations are possible based on the state of internal or directly based on a specific user requests.

 

*62

Enable deviation when the extension is busy

*63

Disable deviation when the extension is busy

*64

Enable deviation when the extension is not available

*65

Disable deviation when the extension is not available

*72

Enable total deviation of the extension.

*73

Disable total deviation of the extension.

*66

Check voicemail box

*67

Erasing all messages in voicemail

*88

Activation on demand Call Recording of an extension

 

 

Deviation can be made:

To other extension (ej: 214)

To an external number dialing “9 + number” (ej: 94013864)

 

Telephone status

Set the phone in certain states if the user does not want to have certain services, or not be bothered

 

*78

Activate the "do not disturb" mode

*79

Deactivate the "do not disturb" mode

*91

Activate voicemail

*92

Disable voicemail

 

Others

Check states or information.

 

*50

Extension Status (Indicates the services are activated)

*75

Says my extension number

 

 

Operative



Making a call

 

For external calls you have to type:

9 +4013864

9 +16

Dial altogether.

Internal calls: Internal calls are made directly, for example: 205 or 207

Note: for IP phones, after dialing can be marked "send" or "#" to send the call.

 

Pick up another extension call

 

* 8. Dialing * 8 pickup calls in the same group.

* 100 to lift the extension 100 if is ringing.

 

Simple transfer or Blind Transfer (##)

 

Case: A is talking to B and A wants to transfer the call to extension C, without asking if

C wants to take the call.

Steps:

 

When A and B are talking, A mark # #, the PBX plays "Transfer" and A digits the extension of C. After A digits the extension number B is transferred to C.

B is in communication with the extension C, or listening the ring tone until C answers or not.

If C does not answer the call is returned to the source.

 

 

Transfer with consultation or Attended Transfer (#0)  

Case: A is talking to B and A wants to transfer the call to C, consulting if C wants to talk to B. 

Steps:

 

When A and B are talking, A dials # 0, the PBX plays "Transfer" and gives a dial tone so that the extension C is dialed. B waits on hold.

A dials the extension of C and talk to C.

If C wants to take the call, A must hung up so C and B get connected.

If C does not want to take the call, A dials * or C Hangs up, this cuts communication between A - C while A keeps talking with B.

 

  Call Parking

 

The PBX has the ability to park calls. For example: You are talking to A and wants to talk to B but you do not know where B is,  you can park the call from A while B is found, is like letting someone  wait in line for the caller.

Procedure to park:

 

When talking with A * 3 is dialed

The PBX indicates the position where It’s the call. Example, the PBX says: 701. So, that was the call parked at position 701.

 

Taking a parked call:

The position where the call is parked is dialed. In the above example, dial 701 to get the parked call.

 

Conference Room

 

If you want to set up a conference you should use one of the conference rooms of the PBX. The conference rooms are more like an extension with the difference that all internal callers can talk to that entity itself. The rooms are dynamic, are created by marking 555XXX, where XXX is the number of conference.

 

To access a conference room:

 

Call directly to the room: ex dial 555100

Be transferred to the room.

 

To transfer to a room is typed, # # (The PBX says transfer) + 555 + room number.

 

 

Voicemail

 

Voicemail Notification:

Analog phones. The dialing tone when dialing is choppy.

IP Phones. It depends on the equipment, but generally is indicated on the screen.

You can configure a notification by mail to the mail box, advising that there is a voicemail. You can also attach voice mail.

 

Check the voice mail box:

 

You dial *66

The PBX asks for the password

 

You can access an account from another telephone dialing: * 66 + number (extension).

 

You can delete all messages in the box typing the * 67, for this is for the voicemail password will be asked and then played an audio query if you want to delete all messages, if so pressing 7 can erase all otherwise the transaction is aborted.

 

Do Not Disturb mode.

When you are busy and do not want your phone rings you must enter the code * 78. From the moment we do this all calls to your extension will indicate that it is busy. To disable this mode must dial * 79.



Call Forwarding

Total (unconditional)

 For calls to your extension being redirected to another, you must enter * 72 and then type the extension where you want to transfer calls. To disable this function must dial * 73.

 

When busy

If desired to redirected calls to one another extension, but only if the first is busy, it must enter * 62 followed by the extension number to which the calls they wish to transfer. To disable this mode you must dial * 63.

 

When not available

If you want the calls to be redirected to an extension, but only if the first is not available (when no answer after a while), you must enter * 64 followed by the extension number to which wish to transfer calls. To disable this mode you must dial * 65.

 

Enable and disable voicemail

To enable voicemail on an extension you must enter * 91 to disable it while you must enter * 92.