Related Manuals for Alcatel-Lucent OmniTouch 8 Series
Summary of Contents for Alcatel-Lucent OmniTouch 8 Series
- Page 1 Alcatel-Lucent OmniTouch Contact Center Standard Edition Agent on Alcatel-Lucent 8 and 9 Series 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)
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Page 3: Table Of Contents
Chapter 1 General Overview ....................Using Function and Navigation Keys ..........Using Softkeys ..................Using Programmable Keys ..............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 ............Business State ....................Private Info ....................Queue Supervision on LED ..............Temporary Unavailability ..............Manual Wrap-Up ..................Supervisor Call ..................Information on Queued Calls ............. Agent Welcome Guide ................. 3.10 Activating/Deactivating ISM Skills ..........
- 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...
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Page 7: Overview
Present in an active group With a CC phone set The Alcatel-Lucent IP Touch 4038 Phone set and the Alcatel-Lucent 4039 Digital Phone set support a graphical display black and white with four grey levels. The Alcatel-Lucent IP Touch 4068 Phone set supports a graphical display with 4096 colors. -
Page 8: Using Softkeys
Chapter Figure 1.1: General view Using Softkeys Softkeys are associated with various dynamic (context-sensitive) labels that appear on the screen. You first select a dynamic label using the navigation arrows and then press the associated softkey to make the final selection. Each dynamic label is associated with a particular CC function. -
Page 9: Using Programmable Keys
Welcome guide manage welcome guide message ACR manage. activate/deactivate the ISM skills in the context of the ACR application The softkeys access depends on the display status (current state of the set). Using Programmable Keys Programmable keys are pre-programmed to provide quick access to CC functions. They are accessible via the "Perso"... - Page 10 Chapter...
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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 to 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 2. Enter your password. Note 2: This password request is required or not according to the system management. 3. Press the "Apply" softkey. Note 3: 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 13 Agent assigned and unavailable for an open group: Agent assigned and available in a manually closed group: Agent assigned and unavailable in a manually closed group:...
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Page 14: Self-Assignable Agent
Chapter 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 15 Procedure: 1. Press the "LogOn" softkey. The following screen is displayed: Note 1: This password request is required or not according to the system management. 2. Enter your password. 3. Press the "Apply" softkey. The following screen is displayed: 4. Enter either: •...
- Page 16 Chapter Agent assigned and unavailable for an open group: Agent assigned and available in a manually closed group: Agent assigned and unavailable for a manually closed group:...
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Page 17: Logon With Identification (Mobile Agent)
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 " and not associated with an agent number. - Page 18 Chapter Procedure: 1. Press the "LogOn" softkey. The following screen is displayed: 2. Enter your identification number (agent directory number). The following screen is displayed: Note 1: This password request is required or not according to the system management. 3. Enter your password. 4.
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Page 19: Activating Headset Function On Logon
Activating Headset Function on Logon Role: This function is used to activate your headset on your set. Prerequisites: This function is accessible if your set has a programmable key with the "Headset" function and if the agent is assigned to a group for which the "Headset mandatory" parameter has not been validated. - Page 20 Chapter 2-10...
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Page 21: Overview
Overview When idle, the display shows, for example: When you press the down navigation key, the following display shows: Softkeys Unavailable used to perform a temporary unavailability for group (agent is still available to receive internal or external personal calls) WrapUp used to perform off-line tasks (agent is not available for new calls) Supervisor... -
Page 22: Viewing The State Of Your Set
Chapter Welcome guide used to access welcome guide message management ACR manage. used to activate or deactivate their ISM skills in the context of the ACR ap- plication Programmable keys Headset used to validate the headset function on the set Forward used to enable/disable general forwarding of any pilot Pilot x fwd... - Page 23 Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between calls" state. Before the "Unavailability" procedure, the set, in Idle state for example, is as follow: Procedure: 1. Press the "Unavailable" softkey. Note: Each of these softkeys represents a type of temporary unavailability taken into account at statistics level.
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Page 24: Manual Wrap-Up
Chapter The symbol is displayed next to the "Unavailable" softkey. To exit from the "Unavailable" state and return to the previous state, press the "Unavailable" softkey. Manual Wrap-Up Role: This function lets you carry out non telephone operations without being available for calls. - Page 25 The symbol is displayed next to the "WrapUp" softkey. 2. To exit from the "WrapUp" state and come back to the idle state, press the "WrapUp" softkey or wait for the end of the "WrapUp" timer. The set is in Pause state. 1.
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Page 26: Supervisor Call
Chapter The symbol is displayed next to the "WrapUp" softkey. 2. To exit from the "WrapUp" state and come back to the Pause state, press the "WrapUp" softkey or wait for the end of the "WrapUp" timer. Supervisor Call Role: This function is used to call the supervisor. Prerequisites: This function is accessible if your set is in "Idle", "WrapUp"... - Page 27 Press the "Supervisor" 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 is temporarily displayed: If the supervisor is busy, the following screen is displayed and you have the choice between several applications.
- Page 28 Chapter Softkeys Use this function to: Call back 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: Call back prompt the supervisor to call you back LS anounce speak on the loadspeaker of the set call (set busy or not) When the supervisor off-hooks, the following screen is displayed:...
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Page 29: Information On Queued Calls
Information on Queued Calls Role: This function lets you display information about Contact Center waiting in queues serviced by the group in which you are assigned. Prerequisites: This function is accessible if your set is in "Idle", "WrapUp" or "Pause between calls"... -
Page 30: Agent Welcome Guide
Chapter Press the "Queue info" softkey. Results: When the "Queue info" 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 average queue time during a given time period in the queue containing the call that has been queued the longest... -
Page 31: Activating/Deactivating Ism Skills
Role: This function allows you to program an agent welcome guide on your set. This guide will be broadcast to external CC callers when your set is off hooked. Prerequisites: The set is in Idle state Procedure: Press the "Welcome guide" softkey. Results: Once the "Welcome Guide"... -
Page 32: 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 state. Press the down navigation key. The display shows: Figure 3.23: Idle set 3.9.1 Activating/Deactivating Skill by Skill Procedure: 1. -
Page 33: Activating/Deactivating Of All The Skills
2. To have the list of all the skills, press the "Visualization" softkey. For example, the following screen is displayed: This screen displays the agent skills. Each skill consists of: a. The activation state of the skill. A checked box indicates that the skill is activated b. - Page 34 Chapter Note: Unlike selective activation/deactivation of skills, global activation/deactivation of skills is performed with the Activate/Deactivate softkeys. Procedure: 1. From the screen of the "Idle set" screen (see figure: Idle set ), press the ACR manage. softkey. The display shows: 2.
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Page 35: Headset Function
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 empty box associated with this key becomes a checked box. The "Mute" key (green steady LED) is used to validate or not automatic answer. 3.11 Pilot General Forwarding 3.11.1... - Page 36 Chapter Procedure: To activate pilot general forwarding: 1. Press the "Forward" programmable key. The following screen is displayed: 2. Enter the pilot number or press the "List" softkey to select the wanted pilot. If the pilot number is correct, the following screen is displayed: 3.
- Page 37 If the password is correct, the following screen is displayed: 4. Press "Apply" softkey to confirm activation of a pilot general forwarding. Results: Once the "Activating general forwarding" procedure has been accepted, the following screen is displayed: Calls to this pilot will be switched to its general forwarding device. At the end of the "Pilot general forwarding "...
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Page 38: Cancelling General Forwarding
Chapter Procedure: To activate general forwarding of a specific pilot: 1. Press the "Pilot x fwd" programmable key. 2. Enter your password. 3. Press the "Apply" softkey to confirm activation of this specific pilot general forwarding. At the end of the "Pilot general forwarding " procedure, the set returns to the idle state. 3.11.2 Cancelling General Forwarding a. - Page 39 3. Enter your password and press the "Apply" softkey. 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 "...
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Page 40: Manual Closing/Opening Of A Group
Chapter b. General forwarding cancellation of a specific pilot using the programmable key with a specific pilot number: Procedure: To cancel general forwarding of a specific pilot: 1. Press the "Pilot x fwd" programmable key. 2. Enter your password. 3. Press the "Apply" softkey to confirm cancellation of this specific pilot general forwarding. -
Page 41: Manual Opening Of A Group
2. Enter your password. The following screen is displayed: 3. To validate the request to close the group, press the "Apply" softkey. The following screen is displayed: The icon associated with the "PG Op./Cl." programmable key for the group in question becomes 3.12.2 Manual Opening of a Group... - Page 42 Chapter Procedure: 1. Press the "PG Op./Cl." programmable key. The following screen is displayed: 2. Enter your password. The following screen is displayed: 3-22...
- Page 43 3. To validate the request to open the group, press the "Apply" softkey. The following screen is displayed: The icon associated with the "PG Op./Cl." programmable key also takes into account automatic closing/opening of the corresponding group, handled by the system: steady group opened manually and automatically steady...
- Page 44 Chapter 3-24...
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Page 45: 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 caller and the pilot characteristics are displayed. -
Page 46: Direct Cc Call
Chapter Direct CC Call When your set rings, the display shows: "DIRECT CALL" means that it is a CC direct call. Private Call When your set rings, the display shows:... -
Page 47: Call Forwarded To A Pilot
The <label>, depending on the selected system management can be: Caller number followed by called name Or caller name followed by called number 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... - Page 48 Chapter...
- Page 49 Overview When you are in communication, the display shows: When you press the down navigation key, the following display shows: Figure 5.2: Set in communication Note: The softkeys position, displayed on the screen, depends on the system management. Label Conversation conversation MM:SS duration of the conversation Softkeys...
- Page 50 Chapter Enquiry call enquiry call, conference, transfer Help request for supervisor help Queue info used to view information on the queued CC calls Record used to record the communication Supervisor used to call the supervisor directly (this label is displayed by pressing the nav- igation key) Put on hold used to activate or not the manual Hold function (this label is displayed by...
- Page 51 If the supervisor is not free (help request refused), the following screen is displayed: In both cases and when the timer expires, the set returns to the " Conversation" state. If the supervisor is free, the following screen is displayed: Depending on the system management of the supervisor set, the name or the repertory number of the supervisor will be displayed.
- Page 52 Chapter • When the supervisor intrudes on the conversation normally, the following screen is displayed: • When the supervisor intrudes on the conversation in a restricted manner, the following screen is displayed: Note 2: During normal supervision, a beep is sent to warn the caller.
- Page 53 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" softkey. The following screen is displayed: Results: Once the "Record"...
- Page 54 Chapter Role: This function is used, in a CC conversation, (or in a local or personal external conversation), to call the supervisor directly. Prerequisites:To display the "Supervisor" softkey (see figure: Set in communication ), press the down navigation key. Local conversation: External local conversation: External CC conversation:...
- Page 55 Procedure: Press the "Supervisor" 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:...
- Page 56 Chapter You return to ordinary call mode after a time-out. If the supervisor is in idle state, he is warned of the call and the following screen is displayed: When the supervisor off-hooks, the following screen is displayed: When the communication with the supervisor is released, you return to ordinary call mode with your correspondent.
- Page 57 Transaction Code Phase Role: This function is used at the end of a conversation, to enter parameters that can be used for statistics. 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. The following screens are displayed: Softkeys Use this function to:...
- Page 58 Chapter Procedure: In the case of the transaction code: 1. Enter a number from 1 to 15 digits. 2. To validate the code, press the "Apply" softkey. In the case of the business code: 1. Enter a number from 1 to 3 digits. 2.
- Page 59 corresponding time-out. The set changes to "Pause between calls" state. Note: If you press the "Queue Info" softkey during the "Wrap-Up" phase, the latter is reactivated when the display terminates by the timer expiry. Pause between Calls Role: This phase starts as soon as the "Wrap-Up" phase is terminated. The "Pause between calls"...
- Page 60 Chapter...
- Page 61 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 62 Chapter After the "LogOff" procedure, the set returns to the business position. Note: Depending on system configuration, the agent may not be allowed to disconnect the set if he is the last assigned agent in the group.
- Page 63 Definitions LogOn: connection to calls distribution system. LogOff: disconnection from calls distribution system. Ordinary agent: agent who cannot choose his group during the log on. He is associated to a specific set and can only log on to this set. Mobile agent: agent who can choose his group during the log on.
- Page 64 Chapter VG: Voice Guide. WAI: WAIt. UNAV: UNAVailable.