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Avaya Customer Interaction Express 1.0 WebClient User Manual

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User Manual
Customer Interaction Express 1.0
WebClient
Edition: 1.1
02/21/2007
COMPAS ID: 116797

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Summary of Contents for Avaya Customer Interaction Express 1.0 WebClient

  • Page 1 User Manual Customer Interaction Express 1.0 WebClient Edition: 1.1 02/21/2007 COMPAS ID: 116797...
  • Page 2 © Copyright Comergo GmbH All rights reserved User Manual Customer Interaction Express 1.0 WebClient Edition: 02/21/2007 Reproduction and disclosure of information contained in this copyright-protected document, in any form or by any means, graphical, electronic or mechanical by photocopying, recording on disk or tape or storage in a data retrieval system, even in part, require the prior written consent of Comergo GmbH 2006.

  • Page 3: Table Of Contents

    Contents About this manual Questions about this manual ...................... 1 Who is part of the target group? .................. 1 What information is provided here? ................1 What kind of information is not provided?..............1 How is this manual organized? ....................2 Which edition of the manual are you reading? ............
  • Page 4 Displayed columns configuration................24 Sorting columns......................26 Changing the column width..................26 Adapting the work area ..................... 26 Logging into or out of an agent group ..................27 Logging in and out: option 1 ..................27 Logging in and out: option 2 ..................27 Processing documents (mailbox folders) .................
  • Page 5 Editing attachments ....................66 Viewing processes and transmission status ................67 Displaying the processes ................... 67 Displaying a transmission status................67 Using the spell checker ......................68 How is an entry identified if it is not in the dictionary? ..........68 Supported languages for the spell check ..............

  • Page 7: About This Manual

    About this manual Questions about this manual Before you start reading you might have questions regarding this document. We will answer some questions to start with. CIE stands for Customer Interaction Express. Who is part of the target group? This manual is aimed at anyone who would like to work with the UMR WebClient.

  • Page 8: How Is This Manual Organized

    How is this manual organized? This document provides a systematic introduction to the use of the UMR WebClient. Once you have read a few pages you will notice that the chapters are structured similarly. Usually, an introduction to the topic is provided first. Prerequisites or necessary skills are often described next, followed by instructions.

  • Page 9: Where Can You Find Additional Information

    Customer Interaction Express 1.0 Configuration manual Where can you get additional help? You can get additional support on the Internet. Information on the Internet Refer to the following Internet sites for information: http://www.avaya.com http://www.comergo.com About this manual • 3 User Manual CIE 1.0 WebClient...

  • Page 10: Meet The Webclient Module

    Meet the WebClient module What is WebClient? The WebClient module is a web-based graphical user interface component of the CIE system. Using this user interface, agents at a call center can log into and out of the CIE system, log into or out of agent groups, go into break mode and read and process emails assigned to them.

  • Page 11: Prerequisite

    Supervisor functions When working as a supervisor, you can use the following functions. As a supervisor you need to have the relevant privileges. • Display agent and topic mailboxes • Delegate, process and delete documents in the Overview folder. • Delegate and delete documents in the Deleted folder.

  • Page 12: Logging In

    Logging in In order to use the WebClient module, you must first log in. What do you need to know in order to log in? Your system administrator will supply you with the following information to allow you to log into the WebClient module. You can select the user interface language.

  • Page 13: Opening In Internet Explorer

    Opening in Internet Explorer Your system administrator determines whether you use http or https. Please consult your system administrator if you have questions. security To increase security, the module can be set up to access the Web server via https. However, you can log in as usual and will then be forwarded automatically to the relevant secure https connection.

  • Page 14: Structure Of The Module

    Structure of the module Just like other Windows applications, the WebClient module has menus, commands, and a tool bar. Illustration and explanation of areas on UMR WebClient screen Illustration The illustration below shows the WebClient module and the various areas on the screen.

  • Page 15: Menus And Commands

    Action bar Processing status indicator Agent status Display and processing area Text blocks WebClient module in Internet Explorer Once you have logged in, the WebClient module appears in the Internet Explorer. Menus and commands The table below shows the available menus and commands. Menu Command Explanation...

  • Page 16: Tool Bar

    Menu Command Explanation Addition Options Shows the options. You can activate notifications and set a time for them to be options displayed. Addition Signature You can create a signature and select it. options Addition Empty recycle bin Deletes all documents from the recycle bin.

  • Page 17: Status Bar

    Status bar The table below shows the information that can be displayed on the status bar. Element Explanation displayed (example) Mailbox - The display indicates, in bold, that this is a mailbox. This is Smith, John followed by a hyphen and the last name and first name of the mailbox owner.

  • Page 18: Icons: Document Status

    Icons: Document status Document status The table below shows the icons that may be displayed to indicate the status of documents. Default Icon with Icon with Explanation icon active reply active forwarding Read active Interrupted Resubmitted Deferred Delegated Job code missing Outgoing email Priority The table shows the icons for document priority.

  • Page 19: Transmission Job Status (Outbox Folder Only)

    Transmission job status (Outbox folder only) The table below explains the meaning of the icons used to indicate the status of transmission jobs. Icon Color Transmission job status Green Successful Error occurred Yellow Active/being processed Orange Waiting/previously attempted Blue Stopped Displays Proceed as follows to see the transmission job status: 1.

  • Page 20: Format, Font, Font Size

    Icon Explanation Check spelling Format, Font, Font size You can use the following functions to change the formatting of a text. list box Explanation Format Style The options are: Paragraph Heading 1 Heading 2 Heading 3 Heading 4 Heading 5 Heading 6 Address Formatted...
  • Page 21 Name of mailbox Explanation Icon folder Inbox The Inbox folder contains all incoming documents. Deferred The Deferred folder contains documents that will be automatically re-submitted to the Inbox at the specified date and time. This folder only appears if you have the “Place emails on hold”...

  • Page 22: Processing Status Display

    Processing status display In the action bar on the far left of each document window you can see the processing status of the document. This area has a slightly darker background. When a new document is created, this indicator is initially empty. Processing statuses The following table shows each possible processing status.

  • Page 23: Action Bar

    Action bar The action bar allows you to perform various actions. Actions on documents (email/SMS/fax) The order in which the buttons are displayed varies for the individual actions. The first button (from left to right) is always Send document. For a detailed description of the individual actions, see Processing documents (actions).
  • Page 24 Button Explanation Add an attachment to the document. Configure transmission options. Document transmission actions Button Explanation Stop the transmission job General actions Button Explanation Note You can add a note when delegating a document or putting it on hold (for resubmission). The Note icon appears in the document list and in the mail header of a document.

  • Page 25: Agent Status Indicator

    Agent status indicator You can see the indicator for the status of agents in the bottom left-hand corner of the window. • If the agent is logged in, the indicator looks as follows (example only): Smith, John - logged in (Active) •...

  • Page 26: Operation

    Operation Logging in, taking a break, and logging out To start working in the CIE system, you must start the WebClient module and log in. If you need to, you can interrupt what you are doing and take a break. When you have finished working, you log out.

  • Page 27: Log Out

    To end a break, do the following: 1. Click on the Pause button. 2. This ends the break and you are free to resume working. The LED in the logged-in agent groups changes to green. Agent group Color Explanation The agent is logged in to the Green corresponding agent group.

  • Page 28: Getting Help And Displaying Information

    Getting help and displaying information The WebClient module provides a Help function for all menus, commands, and dialogs. You can search for information on a certain topic. Opening the Help function You can use the online Help to familiarize yourself with the WebClient module, to look up individual topics, or to search for individual index entries.

  • Page 29: Configuring Mailbox Folders

    Configuring mailbox folders You can configure your work area. Each folder has columns that are displayed by default. Available mailbox folders The following table lists the mailbox folders and the columns that are displayed. The columns marked with a star (*) are not pre-set. You can display these columns if necessary.

  • Page 30: Setting Visible Folders

    Setting visible folders You can configure which folders are to be displayed and which are to be hidden. You cannot hide the Inbox folder. To specify the folders that are to be displayed, do the following: 1. Select Visible Folders either from the View menu or from the pop- up menu (right mouse button).
  • Page 31 Configuring the columns To specify which columns are to be displayed, perform the following steps: 1. Select Columns either from the View menu or from the pop-up menu (right-click on mailbox folder). A window appears. 2. You see two lists: Lists Explanation Available...

  • Page 32: Sorting Columns

    Sorting columns To sort columns perform the following steps: 1. To sort a column, click on the column header. The header of the column to be sorted is grayed. The sort direction is indicated by a small arrow (upwards means ascending order; downwards means descending order).

  • Page 33: Logging Into Or Out Of An Agent Group

    Logging into or out of an agent group There are two ways to log into or out of an agent group. Logging in and out: option 1 To log into or out of an agent group, do the following: 1. Click on the Select AG button. You see a list of all the agent groups configured for this agent and their current login status.

  • Page 34: Processing Documents (Mailbox Folders)

    Processing documents (mailbox folders) New incoming documents or documents being re-submitted are automatically placed in the Inbox folder. For more information on re-submitted documents, see the topic Mailbox folder: Deferred. You can access the actions that you can perform on the documents either via the action bar or the pop-up menu.

  • Page 35: Special Features Of Documents

    Special features of documents The following table shows special features of documents. Document Explanation and actions New documents The number of unread (new) documents is displayed in brackets on the Inbox tab. New, unread documents are indicated in bold type. The status of the documents is indicated by icons.
  • Page 36 Document Explanation and actions Reply and You can choose whether to send an reply with or without the Forward original text. The text of the original document is incorporated when you send a reply or a forwarded document. The formatting is retained in HTML emails.

  • Page 37: Special Features Of Documents Assigned In The Cie System

    Document Explanation and actions Multipart Newly created documents, replies and forwarded documents are sent in a multipart/alternative format; i.e. the body is present in both plaintext and HTML form. Attachments You can add attachments to all outgoing emails. These are shown in a separate area, as in the email view.
  • Page 38 Document Explanation and actions Job code The job code can be entered as often as you wish. Only the last value given is stored. The current job code is displayed in the email header. If a job code is required before the original document can be closed out this is indicated by a small warning icon (orange/red LED) on the Job Code button.

  • Page 39: Special Features Of Directly Addressed Incoming Documents

    Special features of directly addressed incoming documents The following table shows special features when documents are sent directly to you. Document Explanation and actions Directly Documents that are addressed directly to agents rather than addressed assigned via CallCenter cannot be activated. They are to be documents processed without being activated.
  • Page 40 The table below shows the actions that can be performed on a document depending on its state. Status Newl Repl Forw Dele Send Delet Hold Tran Clos gate code attac smis creat sion optio No document ⌧ selected Document selected / new ⌧...

  • Page 41: Mailbox Folders: Sent

    Mailbox folders: Sent The Sent mailbox folder provides an overview of all newly created documents that have already been sent. Mailbox folders: Deleted The Deleted folder provides an overview of: • all CallCenter emails that were deleted instead of being sent •...
  • Page 42 Available actions The table below shows the actions that can be performed on a document depending on its state. Deleg Pick Status Delete Exit Close No document selected ⌧ ⌧ ⌧ ⌧ Preview Active document: View Active document: Replying Active document: Forwarding 36 •...

  • Page 43: Mailbox Folders: Completed

    Mailbox folders: Completed The Completed mailbox folder provides an overview of all completed (closed out) documents that have not yet been purged from the UMR database. As a UMR agent you have access to the Completed folder. At the time it was completed, each document was assigned to a particular agent. This assignment is maintained in the Completed folder so that you, as an agent, can easily find your own documents.

  • Page 44: Mailbox Folder: Archive

    Mailbox folder: Archive The Archive folder provides an overview of all completed documents that have already been moved from the Runtime database to an external database during an archiving run. The archive is only available if a transfer of completed documents to an external archive database is planned and the UMRClientAdapter is configured accordingly.

  • Page 45: All Mailbox Folders: Search Function

    All mailbox folders: Search function You can limit the number of documents that are displayed in each folder by using a search filter. Search 1. In the WebClient module menu, click on Additional options →Display Search filters. If more than 100 documents are present in a folder, the controls for the search function are displayed automatically and the field indicating the number of lines to be displayed is set automatically to 100.

  • Page 46: Scrolling In Folders

    Searching in mailboxes of deleted agents or topics If you have the View extended archive privilege, you can also search in the Archive folder for mailboxes of deleted agents or topics. 1. Perform a search in the Archive folder. Select Display search filter under Additional options.

  • Page 47: Processing Documents (Mail Header)

    Processing documents (mail header) You can use various addresses. Sender addresses You can use various sender addresses. Which sender address can I use? If you are replying to a document, you can select a sender address. Prerequisite In order to reply as an agent, you must have the Reply as agent privilege. Input 1.

  • Page 48: Using Addressing Options

    Using addressing options When you create a new document (using the button), you can set an address in the To, Cc and Bcc fields (standard e-Mail address types). What do I put in the To, Cc and Bcc fields? The standard To, Cc and Bcc email address types are supported. To insert an address you have two options: •...
  • Page 49 Supported services The supported services set out below are dependent on the system being used. Service selected in addressing Address shown in email window processing area (example only) FAX3=12345678 SMS= 12345678 Email smith@company.com Option 2: direct addressing 1. Type the correct address directly in the email processing area: •...
  • Page 50 What do I put in the Subject field? You can enter any combination of letters or numbers in the Subject field. • When you are replying to a message, the subject line from the original message is automatically inserted, preceded by Re: (Re=Reply) •...

  • Page 51: Using The Address Books

    Using the address books In the WebClient module, you can use a personal address book, a shared address book, or both. When addressing a message, you can look up and select names, email addresses and distribution lists in the address book. When you enter a name in the To, Cc or Bcc field in an email message, the WebClient module automatically checks the address book for matching names.

  • Page 52: Search Fields In The Address Books

    Search fields in the address books You can use the following information to limit the search in the address books. Address books You can select the following address books: • Personal address book • Shared address book search fields You can search on the following fields: •...

  • Page 53: Search

    Search To search for an entry in an address book, do the following: 1. In the email, click on To. The Addressing dialog box opens. 2. Enter your search criterion. If necessary, you can limit your search. Choose the relevant list box entries, e.g. Personal address book. 3.

  • Page 54: Displaying And Changing A Distribution List

    Displaying and changing To view or change the transmission settings for a recipient, do the following: 1. Double-click on the entry in the To, Cc or Bcc field. You can use this function in the message or in the Addressing dialog. The Transmission settings dialog opens.

  • Page 55: Configuring Options

    Configuring options You can configure various options . Your options are saved when you log out. Configuring updates You can specify how and when a folder is updated. If you automatically update the folder, you can set an interval between 0 and 60 seconds for this to be done. If necessary, you can also update the folders manually.
  • Page 56 Email The table below lists the available options for email: Option Explanation Display Cc field You can specify that the Cc field should be displayed when you are processing a message. Display Bcc field You can specify that the Bcc field should be displayed when you are processing a message.

  • Page 57: Setting The Options

    Maximum displayed lines The table below lists the available options for the displayed lines. Option Explanation You can configure the number of lines displayed in a folder. If the folder contains Lines: more lines, you can scroll down. Always display line info The scroll icons are always visible.

  • Page 58: Importing Personal Address Books

    Importing personal address books The WebClient module allows you to import a personal address list and one or more distribution lists. You need a relevant file in CSV format. Limitations When you import data you should be aware of the following restrictions: •...
  • Page 59 Import information (header) The columns to which the values in the subsequent data records are assigned are defined in the first row. The column names must match the names permitted for importing addresses into this address book. The valid column names can be seen in the dialog. Leading or trailing blanks in the column names are ignored.

  • Page 60: Creating Templates For Csv Files

    The example below shows a file used to import a distribution list. LastName; FirstName; voiceAddress; faxAddress; mailAddress; smsAddress; DisplayName Department A Utzer; Ben; 04532-269 0; 04532-269 199; ben.utzer@avaya.com;;Benni Bredet; Vera; 089-999 888; 089-999 999; verabredet@firma.de; ; VeraB Gent; A.; 04532-123 456; 04532-269 199; agent@umrtest.int; A.Gent #Department B;;;;;;...

  • Page 61: Importable Columns

    Creating a template Proceed as follows to create a template for a CSV file: 1. In the File menu, select Generate Address Import File. The Create example CSV file for address import dialog appears. 2. Select the desired entries for the address book or the distribution list.

  • Page 62: Importing

    Importing Prerequisite You have created suitable CSV files for the address book and distribution lists. You can import an address book list or one or more distribution lists. Note that after the import only this address book list or these distribution lists will be available to you.

  • Page 63: Processing Documents

    Processing documents You can process documents and perform various actions. Creating a new document Creating a placeholder To create a new document, do the following: 1. Click on the Create new document button. The processing status indicator changes to Creating new email. The buttons that are now available to you are displayed in the action bar.

  • Page 64: Replying To The Sender Of A Document

    Replying to the sender of a document To reply to the sender of a document, do the following: 1. To reply to the sender of a document, click on the button. The original email view is hidden and the area containing the prepared reply document is maximized.

  • Page 65: Forwarding A Document

    Forwarding a document To forward a document, do the following: 1. Click on the Forward document button The original email view is hidden and the area containing the prepared reply document is maximized. Fwd: has been inserted in the Subject field along with the text of the original subject line. 2.

  • Page 66: Delegating A Document

    Delegating a document To delegate a document, do the following: 1. Click on the Delegate document button . A window appears. 2. Select a destination from the list box. The destinations are broken down by topic and agent. Green means: available Red means: Temporarily unavailable (e.g.

  • Page 67: Allocating A Job Code

    Allocating a job code The job code can be entered as often as you wish. Only the last value given is stored. The current job code is displayed in the email header. Mandatory job code If a job code is required before the original document can be closed out this is indicated by a small warning icon (orange/red LED) on the Job Code button.

  • Page 68: Configuring Transmission Options

    Configuring transmission options You can configure transmission options for all outgoing documents (new documents, replies, forwarded documents). Settings To configure the transmission options, do the following. 1. Click on the Transmission options button: A window appears. 2. Configure the settings as described below: General, Transmission time and (if you are sending a fax) the Fax options.

  • Page 69: Holding And Resubmitting A Document

    Options: Transmission time You can configure the following transmission time options. What can you set? Explanation Immediate Select this option to have the document sent immediately. Time Select this option to have the document sent at a specified time. Default: Current date and time To change the date, click on the ...

  • Page 70: Saving A Document Temporarily

    second column. When you open the document, you can click on the icon to read the note. Saving a document temporarily To save a document temporarily, do the following: 1. Click on the Save document button . 2. The document is saved to the Drafts mailbox folder. Repeating a failed transmission Prerequisite You can only repeat a transmission if the original transmission was ended by an...

  • Page 71: Resending A Document

    Resending a document You can resend a document at any time. To resend a document, do the following: 1. Right-click the document. A pop-up menu opens. 2. Select Display transmission status. 3. Select the document. 4. Click on the Re-send document button The document is displayed in edit mode.

  • Page 72: Editing Attachments

    Editing attachments You can attach additional information to a document. Attachments are displayed in an offset area at the bottom of the view. For each attachment, the file name and size in bytes is displayed. You can display attachments to both incoming and outgoing documents either via a pop-up menu or with a simple click.

  • Page 73: Viewing Processes And Transmission Status

    Viewing processes and transmission status You can view the processes for a document and see the transmission status in the Outbox and Sent folders. Displaying the processes You can display the processes associated with a document. Proceed as follows: 1. Right-click a document. A pop-up menu opens. 2.

  • Page 74: Using The Spell Checker

    Using the spell checker When you have written a message, you can check the Subject line and the body for spelling errors. You can select a language. Entries not included in the dictionary are highlighted. A replacement is suggested. You can ignore individual suggestions or all suggestions.

  • Page 75: Performing A Spell Check

    Performing a spell check To perform a spell check on a text or subject line, do the following; 1. Click (spell check). The Spell Check dialog opens. The language you selected for the user interface is used as the default language.
  • Page 76 Functions (buttons) The following settings can be performed during the spell check. Function Explanation Ignore The word is ignored. Ignore All All instances of this word are ignored. Change The word is changed as specified in the Change To field. Change All Changes all instances of this word.

  • Page 77: Working With Text Blocks

    Working with text blocks For ease of creation and a uniform appearance you can use text blocks to create your messages. The text blocks could also contain, for example, templates for opening salutations and a closing phrase. Text blocks can contain placeholders. A placeholder is a kind of variable. A placeholder is normally substituted by your system automatically.

  • Page 78: Inserting A Text Block

    Showing and hiding You can show or hide the text block view. Proceed as follows: 1. To hide the text block view, click on . 2. To show the text block view, click on . Inserting a text block Inserting a topic You are editing a message and would like to insert a text block.

  • Page 79: Editing A Dictionary

    Editing a dictionary You can perform a spell check on the Subject line and the message body. Dictionaries in various languages are available for this purpose. You can expand these dictionaries to adapt them to your needs (specific company terminology). All users (agents) can expand the dictionaries they use. If you have the correct privilege, you can also administrate the dictionaries and import entire lists of existing available dictionaries.
  • Page 80 Opening a dictionary Proceed as follows to Dictionary administration. 1. Select Dictionary Administration from the File menu. The Dictionary Administration dialog appears. 2. A list shows the added words. Adding a word Proceed as follows to add a word: 1. Enter the word. 2.

  • Page 81: Importing A Dictionary

    Importing a dictionary To use existing dictionaries, you can import them. You can select a language and add new words, such as words from a company dictionary, to the current dictionary. What must the text file look like? You use a simple text file (TXT) as the import file. The text file contains a word list.
  • Page 82 Importing a list Proceed as follows to import a list from a text file. 1. Select Dictionary Import from the File menu. The Dictionary Import dialog appears. 2. Select a language. The words from the imported list are added to the dictionary of the respective language.

  • Page 83: Tips And Tricks

    Tips and tricks This topic contains additional notes, tips and tricks. Sound (clicks) In the standard setup, every time you click on a button in WebClient module, you hear a sound (a click). Switching off the click To turn off the audible click in the WebClient module, do the following. 1.

  • Page 84: What Are Privileges

    What are privileges? Privileges are used to control which applications of the CIE system an agent can use and which actions the agent can execute within the applications. Privileges for UMR WebClient The following privileges are available for you as a user of the WebClient module.

  • Page 85: Tracking Messages

    Privilege Meaning Reply as agent With this privilege, an agent can choose whether to reply as a topic or an agent. The corresponding email address is then used as the sender. Who configures privileges? Normally your system administrator will set up your privileges. Privileges are set in the Configuration module.

  • Page 86: Viewing The Properties Of A Message

    Viewing the properties of a message Every message in the system has certain properties. Normally you do not need to know about them. Viewing placeholders To view the properties of a message, do the following: 1. Right-click the message. A pop-up menu opens. 2.

  • Page 87: Glossary

    Glossary Archiving database Archiving second level: Documents are transferred to a second database for storage. The archiving job is completed by the Archie archiving process. The archiving database is needed because over time the runtime database is growing too big and because data access by customer applications will be made easier with a second database.
  • Page 88 On the Internet, domains are defined by means of an IP address. All devices that share the use of part of the IP address are in the same domain. In the case of an Internet address, the domain is generally the word or the number describing the type of owner of the address, e.g., .com or .org.
  • Page 89 developed for Microsoft Access, but in the mean time has also been adopted by other software manufacturers. ODBC has since been established as the standard in many fields. Modern programming environments (e.g. Borland Builder) use ODBC to enable uncomplicated access to a wide range of different database management systems (using ready-made data-sensitive control elements).

  • Page 91: Index

    Destination 49 Dictionary Administration 9 Distribution list 46, 48, 54 DNS 81 DNS (Domain Name System) 81 Index Document list 8 Domain 81 Download 66 Drafts 33 Drag and Drop 5 Email 43 Error handling 52 Exit 9 Acknowledgement receipt 62 Action bar 8 Fax 43 Actions...
  • Page 92 Job code 17, 32, 61 Scroll 51 search 47 Second-level archiving 81 Send 17, 30, 57 LAN 82 Sender addresses 41 Languages 68 Sender ID 63 LED 10 Sent 15, 35 Letterhead 63 Server status 11 Limitation 5 Signature 9 Lines 51 SMS 43 LNA server 82...

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