Alcatel-Lucent OmniTouch Contact Center Phone Manual
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Alcatel-Lucent OmniTouch Contact Center Phone Manual

Alcatel-Lucent OmniTouch Contact Center Phone Manual

Standard edition, agent on reflexes 4035 and e-reflexes 4037 sets
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Alcatel-Lucent OmniTouch Contact Center
Standard Edition
Agent on Reflexes 4035 and e-Reflexes 4037 Sets
Phone Guide R10.x

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Summary of Contents for Alcatel-Lucent OmniTouch Contact Center

  • Page 1 Alcatel-Lucent OmniTouch Contact Center Standard Edition Agent on Reflexes 4035 and e-Reflexes 4037 Sets Phone Guide R10.x...
  • Page 2 Legal notice: The information presented is subject to change without notice. ALE International assumes no responsibility for inaccuracies contained herein. Copyright © ALE International, 2015 The CE mark indicates that this product conforms to the following Council Directives: - 2004/108/EC (concerning electro-magnetic compatibility) - 2006/95/EC (concerning electrical safety) - 1999/5/EC (R&TTE) - 2011/65/EU (RoHS)

  • Page 3: Table Of Contents

    Chapter 1 General Overview ....................Using Function and Navigation Keys ..........Using Softkeys ..................Using Programmable Keys ..............LED symbols .................... Chapter 2 Set Log On Overview ....................Logon without Identification (Fixed Agent) ........Ordinary Agent ....................Self-Assignable Agent ................... Logon with Identification (Mobile Agent) ........
  • Page 4 Overview ....................Viewing the State of your Set ............Agent Identity ....................Business State ....................Private Info ....................Queue Supervision on LED ..............Temporary Unavailability ..............Manual Wrap-Up ..................Supervisor Call ..................Information on Queued Calls ............. Agent Welcome Guide ................
  • Page 5 Chapter 5 Set in Communication Overview ....................Request for Supervisor Help .............. Conversation Recording ..............Supervisor Direct Call ................Chapter 6 Set in End of Communication Transaction Code Phase ..............Automatic Wrap-Up ................Pause between Calls ................Chapter 7 Set Log Off Chapter 8 Glossary Definitions...

  • Page 7: Overview

    Overview This guide presents the Alcatel-Lucent OmniTouch Contact Center - Standard Edition features for Alcatel-Lucent Reflexes sets (4035) and e-Reflexes sets (4037). All the functions described in this guide apply an agent: Logged on to the CC application Present in a active group With a CC phone set This guide describes the display screens for the Reflexes 4035 set.

  • Page 8: Using Softkeys

    Chapter current context. Programmable keys: These key functions are pre-defined by the system management and can be selected by keys. These programmable keys are also accessible on additional key modules (20-key or 40-key module). They are used to increase the number of programmable keys usable on the set.

  • Page 9: Led Symbols

    Pilot x fwd enable/disable general forwarding of a preselected pilot Close/Open manually close/open a group in which the agent is assigned LED symbols The following table illustrates the functions associated with different LED symbol states. Symbol Description group open group open manually and closed automatically group closed manually and opened automatically group closed manually and automatically pilot not forwarded...
  • Page 10 Chapter...

  • Page 11: Overview

    Overview The LogOn procedure will depend on the type of agent: Fixed agent: agent who is associated to a specific set and can only log on this set. Mobile agent: agent who is not associated to a specific set and can log on to any set not associated to another agent.
  • Page 12 Chapter Note 2: This password request is required or not according to the system management. It is possible to activate the headset if this function is available on your set (see Activating Headset Function on Logon Results: Once the "LogOn" procedure has been accepted, the display screens depend on the agent state: Pre-assigned agent: Agent assigned and available in an open group:...

  • Page 13: Self-Assignable Agent

    Agent assigned and unavailable in a manually closed group: Agent assigned and unavailable in an automatically closed group: 2.2.2 Self-Assignable Agent Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and associated with an agent number.
  • Page 14 Chapter Note 1: This password request is required or not according to the system management. 2. Enter your password. The following screen is displayed: 3. Enter either: • the assigned group number (PG number), or • press the "List" softkey, then select the group number that you want to join. The following screen is displayed: •...

  • Page 15: Logon With Identification (Mobile Agent)

    Agent assigned and available in a manually closed group: Agent assigned and unavailable for a manually closed group: Agent assigned and unavailable for an automatically closed group: Logon with Identification (Mobile Agent) Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set "...

  • Page 16: Activating Headset Function On Logon

    Chapter Procedure: 1. Press the "LogOn" softkey. The following screen is displayed: 2. Enter your identification number. The following screen is displayed: Note: This password request is required or not according to the system management. 3. Enter your password. It is possible to activate the headset if this function is available on your set (see Activating Headset Function on Logon Results: Once the "LogOn"...
  • Page 17 After the "logOn" procedure, the display shows: Procedure: To validate your "Headset" function, press the "Apply" softkey. Note: The " " symbol is displayed next to the "Headset" programmed key. Once the "Headset" procedure has been accepted, the set returns to the "LogOn" state.
  • Page 18 Chapter...

  • Page 19: Overview

    Overview When idle, the display shows, for example: When you press the set navigation key (right arrow), the following display shows: Softkeys Unavbl used to perform a temporary unavailability for the group (agent is still avail- able to receive internal or external personal calls) WrapUp used to perform off-line tasks (agent is not available for new calls) Superv...

  • Page 20: Viewing The State Of Your Set

    Chapter Pilot x fwd used to enable/disable general forwarding of a preselected pilot Close/Open used to manually close/open a group in which the agent is assigned Viewing the State of your Set 3.2.1 Agent Identity Role: The i key allows you to get status information about your set. Procedure: 1.

  • Page 21: Temporary Unavailability

    green flash- at least, one message (voice or text) and/or one callback request queued on your set no message and/or one callback request queued on your set, no call queued and no queue is saturated Temporary Unavailability Role: This function makes you unavailable temporarily for the group. Prerequisites: This function is accessible if your set is in "Idle", "Wrap-up"...

  • Page 22: Manual Wrap-Up

    Chapter The symbol is displayed next to the "Unavbl" softkey. To exit from the "Unavailable" state and return to the previous state, press the softkey. Manual Wrap-Up Role: This function lets you carry out non telephone operations without being available for calls.

  • Page 23: Supervisor Call

    1. Press the "WrapUp" softkey. The following screen is displayed: The "WrapUp" softkey is flashing. 2. To exit from the "WrapUp" state and come back to the Pause state, press the softkey or wait for the end of the "WrapUp" timer. Supervisor Call Role: This function is used to call the supervisor.
  • Page 24 Chapter The set is in Pause state. Press the "Superv" softkey. The display then depends on the state of the supervisor. Results: If no supervisor is present, the system rejects the call and the following screen will be temporarily displayed: If the supervisor is busy, the following screen is displayed and you have the choice between several applications.

  • Page 25: Information On Queued Calls

    Softkeys Use this function to: CallBk prompt the supervisor to call you back If the supervisor is in idle state, the supervisor set is rung and the following screen is displayed: Softkeys Use this function to: CallBk prompt the supervisor to call you back Ls Int speak on the loadspeaker of the set call (set busy or not) When the supervisor off-hooks, the following screen is displayed:...
  • Page 26 Chapter The set is in WrapUp state. The set is in Pause state. Press the "Qinfo" softkey. Results: When the "Qinfo" procedure has been accepted, the following screen is displayed: The meaning of the information displayed is as follows: number of calls queued in all the queues serviced by the group. longest queue time in one of the queues serviced by the group.

  • Page 27: Agent Welcome Guide

    FREE number of agents free in the group. BUSY number of agents busy in the group. UNAV number of unavailable agents for the group. To exit from the "Qinfo" procedure, press the "Cancel" softkey or wait for the end of the timer. The set returns to the previous phase (Idle, WrapUp or Pause).

  • Page 28: Activating/Deactivating Skill By Skill

    Chapter Role: This function lets you activate or deactivate your ISM skills in the framework of the ACR application. Prerequisites: The set is in Idle set. Press the navigation key (right arrow). The display shows: Figure 3.23: Idle set 3.9.1 Activating/Deactivating Skill by Skill Procedure: 1.

  • Page 29: Activating/Deactivating Of All The Skills

    This screen displays the agent skills. Each skill consists of: a. The skill number, b. The skill name, c. The activation state of the skill, d. The skill counter. 3. To "Activa" or "De-act" a skill, press the corresponding softkey. 4.

  • Page 30: Headset Function

    Chapter After a time-out, the set returns to the "idle" state. 3.10 Headset Function Role: This function is used to validate the use of a headset on your set if authorized. Procedure: Press the "Headset" programmable key, the icon associated with this key becomes The "Secret/Int"...
  • Page 31 2. Enter either: • The pilot number and press the "Apply" softkey, or • Press the "List" softkey to select the pilot that you want to forward. The following screen is displayed: 3. The following screen is displayed : 4. Enter your password. If the password is correct, the following screen is displayed: 5.

  • Page 32: Cancelling General Forwarding

    Chapter All the calls are now automatically forwarded by the selected pilot. At the end of the "Pilot general forwarding " procedure, the set returns to the idle state. b. General forwarding of a specific pilot using the programmable key with a specific pilot number Prerequisites: This function is available if the set has the "Pilot x Fwd"...
  • Page 33 3. Enter your password. If the password is correct, the following screen is displayed: 4. Press "Apply" softkey to confirm cancellation of the pilot general forwarding. Results: Once the "Cancelling general forwarding" procedure has been accepted, the following screen is displayed: At the end of the "Cancelling general forwarding "...

  • Page 34: Manual Closing/Opening Of A Group

    Chapter 3.12 Manual Closing/Opening of a Group 3.12.1 Manual Closing of a Group Role: This function lets you stop the CC calls to the group in which you are assigned. Prerequisites: This function is available if the set has the "Close/Open" programmable key. Procedure: 1.

  • Page 35: Manual Opening Of A Group

    3.12.2 Manual Opening of a Group Role: This function lets you activate the possibilities of the CC calls to the group in which you are assigned. Prerequisites: This function is available if the set has the "Close/Open" programmable key. Procedure: 1.
  • Page 36 Chapter group opened manually and automatically steady steady group closed manually and opened automatically group opened manually and closed automatically flashing flash- group closed manually and automatically 3-18...

  • Page 37: Overview

    Overview When your set rings, the display shows, for example: The <label> display, depending on the type of call and system management, can be: Caller characteristics Pilot characteristics Caller and pilot characteristics Call tag Call spent time in the CC call distribution CC Call Depending on the system management selected, when your set rings following a CC call, the characteristics of the caller and of the pilot are displayed.

  • Page 38: Call Forwarded To A Pilot

    Chapter The <label>, depending on the selected system management can be: Caller number followed by called name, or Caller name followed by called number, or Caller name Call Forwarded to a Pilot Depending on the selected system management , when the agent set is forwarded to a pilot, the display shows: Caller number and pilot name, or Caller name and pilot number, or...
  • Page 39 Overview When you are in communication, the display shows, for example: When you press the navigation key (right arrow), the following display shows: Note: The softkeys position, displayed on the screen, depends on the system management. Label <label> depending on the type of call and selected system management in conversat conversation MM:SS duration of the conversation...
  • Page 40 Chapter Hold used to activate or not the manual Hold function (this label is displayed by pressing the navigation key) Request for Supervisor Help Role: This function is used, during a CC call (or external private call, if authorized), to request supervisor help so that the supervisor can listen in and/or intervene in the conversation.
  • Page 41 Depending on the system management of the supervisor set, the name or the repertory number of the supervisor will be displayed. Note 1: During the "Help" request, the agent is still in conversation with the caller. To cancel the request, press the "Cancel" softkey. •...
  • Page 42 Chapter During normal supervision, a beep is sent to warn the caller. Depending on authorization, these screens are also used to inform you of the presence of the supervisor when your set is being monitored. Conversation Recording Role: This function allows you to record an external or internal conversation. Procedure: Press the "Record"...
  • Page 43 Procedure: Press the "Superv" softkey. Results: Once the "Supervisor" procedure has been accepted, the display screens depend on the different supervisor's states: If no supervisor is present, the following screen is displayed: If the supervisor is busy, the following screen is displayed: You return to ordinary call mode after a time-out.
  • Page 44 Chapter When the communication with the supervisor is released, you return to ordinary call mode with your correspondent.
  • Page 45 Transaction Code Phase Role: This function is used at the end of a conversation, to enter parameters that can be used for statistics purposes. If managed and depending on the system management, a transaction code or a business code, used to identify the call, are asked at the end of a call and the following screens are displayed: Note: Depending on the system management, a transaction code or a business code are asked.
  • Page 46 Chapter 2. Press the "Apply" softkey to validate the code. Results: If the code is entered before a time-out, the code is registered: At the end of the procedure, the agent set changes to "Wrap-Up", "Pause" or "Idle" state. Automatic Wrap-Up Role: At the end of a communication or following the "Transaction code"...
  • Page 47 Note: To re-activate the "Wrap-Up" phase, press the "WrapUp" softkey. Otherwise, your set changes to the Idle state.
  • Page 48 Chapter...
  • Page 49 Role: This function lets you disconnect from the calls distribution system. Prerequisites: A pre-assigned or assigned agent can log off the set when the set is in an "Idle", "Wrap-Up" or "Pause" state. Procedure: 1. Press the "LogOff" softkey. The following screen is displayed: 2.
  • Page 50 Chapter...
  • Page 51 Acronyms ACD: Automatic Call Distribution (generic acronym for Contact Center Distribution and RSI). ACR: Advanced Call Routing. AVE: AVErage. CC: Contact Center. ISM:Individual Skill Mapping. IVR: Interactive Voice Response. OTCC: OmniTouch Contact Center. RSI: Routing Service Intelligence. VG: Voice Guide.
  • Page 52 Chapter WAI: WAIt. UNAV: UNAVailable.

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