Alcatel-Lucent OmniTouch Contact

Center

Agent Features Overview

Agent Features Overview

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

Agent Features Overview

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

 Lets

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

supervisor sets

Agent Features Overview

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 in
the 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).

Agent Features Overview

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. An

agent must be attached to a processing group to allow log-on attempts to
this processing group

Agent Features Overview

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
Log-on

Mobile agent
(or supervisor)

CCdistribution
extension

No CCd extension assigned to the agent

Association on log-on.

Fixed agent
(or supervisor)

CCdistribution
extension

The agent is associated with

the extension by management.

Agent Features Overview

Self-assignable agent / preferred processing group

 If

an agent is declared as self-assignable in the management, it means that

during the log-on, he will be able to decide in which processing group he
wants to enter

Log-on

Processing groups
Log-on

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

 The

manager can designate one and only one specific processing group to
which the agent will be automatically assigned on carrying out the log-on
operation ("Preferred Processing Group")

Agent Features Overview

Log on procedure summary

Logon
No

Fixed ?
Yes

Agent number

Secret code (option)

No

Self-assignable ?

CCsupervision

No

Yes

Preferred
PG ?

PG number

Yes

Withdrawn
Assigned

Pre assigned

Agent Features Overview

"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 no

preferred processing group

 After

the log-on, the supervisor can enter/leave the processing group using
the dynamic "Entry/Exit" key
3502

Supervisor Name
Entry

06/05/05
Qinfo

10:45
Logoff

Agent Features Overview

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
3501 Available Agent
Withd
WrapUp

 Withdrawal

Superv

06/05/05
Qinfo

10:45
Logoff

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

withdrawal prefix or by selecting the "Withd" dynamic key

Agent Features Overview

Temporary withdrawal
 Up

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

managed and are used for the statistics
6
Coffee

7
WC

8
Smoke

9
4

 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

Agent Features Overview

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

Agent Features Overview

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)
3501 Available Agent
Withd
WrapUp

 An

Superv

06/05/05
Qinfo

10:45
Logoff

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

Agent Features Overview

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

Agent Features Overview

Agent status - CCdistribution call chronology

ringing

Wrap-up in idle
(manual)

(pilot/caller/waiting time)

(group timer)

conversation
free

code

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

Wrap-up in
pause
(manual)
(group timer)

Pause
(pilot timer)

Agent Features Overview

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

3501 Available Agent

Withd
WrapUp

Superv

06/05/05
Qinfo

10:45
Logoff

Agent Features Overview

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

Agent Features Overview

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" dynamic
key is used to display the following information:


WAI: number of calls waiting in all queues serviced by the designated

processing 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 of
the queues serviced by the designated processing group (value between 0 minute
0 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 (value
between 0 minute 0 second and 59 minutes 59 seconds on the first line of the
display).

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

Agent Features Overview

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

WAI = 0
FREE=1

 This

MAX = 00:00
BUSY=1

AVE = 00:00
WTHD=0
CANCEL

function is used to provide immediate information for the agents and

supervisors concerning changes in traffic and the actions to be taken

Agent Features Overview

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 means
the 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

Agent Features Overview

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

Agent Features Overview

Monitoring by the supervisor

 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 Name
Listen
Intrus
Restr.
Restr.

Perma.
Perma.

Cancel

Agent Features Overview

Monitoring by the supervisor

 Normal

intrusion (barge-in) feature allows the supervisor (in discrete listenin 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

Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.

Perma.
Perma.

Cancel

Agent Features Overview

Monitoring by the supervisor

 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

Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.

Perma.
Perma.

Cancel

Agent Features Overview

Monitoring by the supervisor

 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

Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.

Perma.
Perma.

Cancel

Agent Features Overview

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
Enquir

Pilot Name
Help

in conversation
Qinfo

Superv

Agent Features Overview

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

Agent : 3501
Pilot Name
Listen
Intrus
Restr.
Restr.

Perma.
Perma.

Cancel

Agent Features Overview

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. Its 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) :

Apply
Rubout
Delete

Cancel

Agent Features Overview

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
Enquir

Pilot Name
in conversation
Help
Record
Qinfo

0:05
Superv>
Superv>

Agent Features Overview

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)

Agent Features Overview

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

Agent Features Overview

General forwarding function

 General

forwarding is only applicable to one pilot

 The

general forwarding function is used to switch all the calls destined to a

pilot over to:




A new call distribution rule (new close/open direction state and new
presentation 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 a

pilot

 It

can be activated either automatically from the switch-over of the pilot

routing rule, or manually from an agent or supervisor set, by using a
programmable key, or from a supervision station or a system management
console

Agent Features Overview

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 wont be routed anymore to

this PG

General Forwarding of pilot

Closing PG

Agent Features Overview

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
<DTMF

Pilot Name
Hold

in conversation

0:05

Agent Features Overview

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)

Agent Features Overview

Choice by list (CBL)



Example for the LogOn procedure



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

PG number :
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

3800
Prev

PG1
Next

Apply

01/05
Back

Agent Features Overview

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