Related Manuals for Amanda Amanda Portal CallQ Agent
Summary of Contents for Amanda Amanda Portal CallQ Agent
- Page 1 Using Amanda Portal CallQ Agent The Amanda Call Queuing Package Version 2.0 November 5, 2004...
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Page 2: Table Of Contents
1 INTRODUCTION......................3 2 SETTING UP THE QUEUE ..................4 2.1 Queue Rules ...................... 4 3 INSTALLING CALLQ AGENT .................. 7 4 LOGGING INTO CALLQ AGENT................9 5 THE QUEUE MENU....................10 5.1 Queue Settings....................15 5.2 Greetings Dialog ..................... 17 5.3 Comfort Messages................... -
Page 3: Introduction
1 Introduction Amanda Portal CallQ Agent is a powerful, flexible ACD client that can be used with an Amanda Portal server. The Amanda Portal server can act as an ACD (automated call distributor) when using CallQ Agent. In order to use CallQ Agent the Amanda Portal server must have the Call Queuing module activated. -
Page 4: Setting Up The Queue
2 Setting up the Queue Each mailbox in the Amanda system can potentially be used as a call queue. The mailbox number identifies the queue. The creating mailbox is the owner, or administrator, of that particular queue. To create a queue, the mailbox must have the “CREATE QUEUE” privilege enabled. - Page 5 normally, go to voicemail where they can leave a message for help. There are various circumstances under which a call will fall out of the queue automatically. These circumstances are: If the queue is full (when the queue administrator sets a maximum number of calls holding) and callers try to enter the queue.
- Page 6 Figure 2: Example Extended Mailbox Setting...
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Page 7: Installing Callq Agent
(if applicable). Then do one of the following: If Connecting Amanda Portal To a Domain If the network is a domain, the Amanda Portal PC will need an account to log into that domain in order to be trusted by other computers on the network, and for the Amanda Portal PC to trust users logged into the domain. - Page 8 Make sure you select CallQ Agent from the client list as shown in . You can also install other clients such as Amanda Portal Station, and optionally its administrative additions and/or fax additions. Additionally, you can install other clients from here, which include Tenant applications (for tenant management), TAPI Client (which can be used in conjunction with CallQ Agent for CRM), Power Connect, and Outlook Contact Client.
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Page 9: Logging Into Callq Agent
4 Logging Into CallQ Agent To log into CallQ Agent, click Start, Programs, Amanda Portal Clients, and Figure 4 “CallQ Agent” . You’ll see a screen like that shown in . The fields in this dialog are: Remote Address Enter the hostname or IP address of your Amanda Portal server PC. -
Page 10: The Queue Menu
(and therefore, the queue must have no calls). Login Used to start the logon process. Logout Used to close the connection to Amanda Portal server without exiting from CallQ Agent. Exit This closes the CallQ Agent program. - Page 11 Figure 5: Choosing the queue to which to attach An explanation for the attach to queue dialog settings are: Queue The drop-down list enumerates all the queues that you are allowed to connect to on this server. If your mailbox number is already connected to a particular queue, then that queue will not be displayed by default.
- Page 12 After you’ve logged into the queue, the queue menu changes and shows a few new menu options not previously available. Figure 7shows the new queue menu after logging in: Figure 7: Logged in Queue Menu Most of the queue settings are the same as the initial queue menu, except for the following: Detach from Queue Used to disconnect from the selected call queue without exiting CallQ Agent.
- Page 13 agent who has been waiting for a call the longest (however, in the queue settings you can configure the queue for “agent with the fewest calls”, “agent with the shortest connect time”, or set agent priorities which will over-ride the other settings). Agents who have just logged into the queue are treated as if they have been waiting forever for a call, so they have the highest priority of taking the next available call.
- Page 14 then hang up on the caller. Since the agent would still be in the “Init In Call” state, the system will assume that the caller did not actually connect to the agent. On Call/In Call (Purple) This is the state when the agent is speaking with a caller, after any “Init In Call”...
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Page 15: Queue Settings
5.1 Queue Settings. . . Only the owner of the Queue or a queue supervisor can modify certain queue- related settings by clicking on “Queue Settings. . . ”. Doing so will result a Figure Queue Settings dialog window being displayed, similar to that shown in Figure 8: Queue Settings Dialog The different fields and controls in the queue settings dialog are: Minimum initial connect This is the minimum number of seconds that calls... - Page 16 Limit The maximum number of calls allowed in the queue at any time. When the maximum number of calls allowed is already enqueued, all new calls are sent to voicemail. No maximum calls If checked, then there is no limit to the number of calls which may be waiting in queue.
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Page 17: Greetings Dialog
call. Obviously, agents who have just attached to the queue have handled zero calls, so they will have the highest priority. Agent with shortest connect time This assignment method can be used when you want the agents to have approximately equal times talking to the callers. -
Page 18: Comfort Messages
The “Comfort Messages. . . ” button brings up the dialog box shown in . Comfort messages are recordings that are played periodically while callers are on hold and are otherwise listening to the selected Amanda hold music. The queue administrator records these comfort message(s) as regular greetings in the queue mailbox. -
Page 19: Call Time Limits
Figure 10: Comfort Messages Dialog Box 5.4 Call Time Limits. . . After a call has held in queue for a certain period of time (specified in minutes), the background color of that call holding can be changed, by setting a call time limit. - Page 20 The fields within this dialog box are: Minimum lost time When a caller calls into the queue, and they realize they didn’t want to be queued and they hangup or dial another mailbox leaving the queue, if the number of seconds they were holding is lower than the minimum lost time, that call is not counted as a lost call.
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Page 21: Display Settings
extreme queue times illustrating this behavior using a stop light model (green, yellow, and then red). The color selection can be used to set the background color for calls holding in Figure 12 queue to any of the following colors shown in Figure 12: Color Selection Dialog 5.5 Display Settings. - Page 22 Figure 13: Display Settings For example, if Amanda does not receive Caller ID/ANI information about calls, then you might want to remove the Caller ID column from the queue display since it will not be used. The fields and controls that appear in this dialog box...
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Page 23: Wrapup Comments And Qcodes
Amanda cannot automatically know when the agent hangs up. The agent must therefore push one of the Wrap-up, Available, or Unavailable buttons, or Amanda will continue to believe that he or she is with a caller. Unfortunately, agents may forget to do so at the end of the call. - Page 24 “Make UnAvailable” to leave the wrap-up state. Automatic Wrapup If Amanda connects calls to agents through a direct line (as on an MSI card), or through a “hairpin” transfer, then Amanda knows when the agent hangs up, and the agent will automatically be moved into the Wrap-up state (which may immediately transition to the Available or Unavailable state, if the agent’s wrap-up time setting is zero or wrap-up...
- Page 25 As a default, the codes list is blank and ghosted out, unless the queue administrator creates a list of codes. To create a queue codes list, do the following: 1) Using Amanda Portal Station, select the queue mailbox and double click greetings. 2) Choose other as the mmo type and then click create.
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Page 26: Call Queue Priority
Figure 16: Example Wrapup Comments Dialog with QCodes Enabled Selecting the drop down list the agent can select any of the other code types. Amanda saves call comment information in a database that can be reviewed later when running reports. - Page 27 Figure 17: Call Queue Priority List Figure 17 shows an example call queue priority list. In this example, the agent is connected to 3 queues. Queue 1020 has the highest priority, then 1010, and finally 171. Use the move up and down buttons after selecting one of the queues listed to set the call queue priority list.
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Page 28: Call Queue Agent Transfer Processes
If the mailbox is not using call screening or a member of a call queue she will perform a blind transfer. Blind Transfer Amanda transfers the call to the extension and hangs up releasing the call. The advantage to doing this is that the call transfer is very fast and the port performing the call transfer is released right away. - Page 29 And if they are busy on the phone when a personal calls comes in Amanda will supervise the call pull it back when the extension is busy and take a message.
- Page 30 In this configuration, two mailboxes and two extensions are used. Both the personal and agent queue mailboxes are configured to perform blind transfers. Additionally, both extensions are forwarded back to voicemail when a call is not answered or the extension is busy. Additionally, the queue mailbox must have its RNA and Busy methods setup to send the call back to the queue mailbox (this way the call is re- queued) for the next available agent.
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Page 31: Calls In The Queue
“Do Wrap-up” or hanging up (depending on whether the agent’s telephone is connected to an Amanda port directly or to a telephone switch). Status When a call enters a queue, there is a status showing the state each call is in. - Page 32 “Display Settings. . . ”. Port # Shows the Amanda port the call came into the queue on. Waiting This is the amount of time that the caller has been waiting to be connected to an agent.
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Page 33: Agent Menu Options
8 Agent Menu Options From the “Agent” menu, you can choose “Agent List. . . ” or “Agent Settings. . . ” menu choices, which pop up related dialog boxes, as shown in Figure 19, and Figure 20. Figure 19: Agent Menu Figure 20: Agent List Dialog 8.1 Agent List. - Page 34 Figure 21: Example of an Agent List display The values shown in the columns of the Agent List are: Agent mailbox Lists all agent mailboxes that are members of the call queue, whether logged in or not. Agent name Shows the matching name of the mailbox. Attached Shows whether each agent is currently attached to this call queue.
- Page 35 enabled, when an agent gets a call the call assistant dialog will popup giving the agent a last chance to accept, reject, transfer or send the call Figure 23 to voicemail (shown in Wrap-up time Shows the amount of time in seconds allowed to wrap-up an active call.
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Page 36: Agent Settings
the list. A mailbox that has been added to a call queue is called an agent. Once mailboxes are added to the queue, the agents can attach to the queue. Remove This button is used to delete the selected agent mailbox from the call queue. - Page 37 Figure 23: Call Assignment Dialog Box Figure 24: Mailbox Tree Dialog Box The second way, clicking on the “Agent Settings. . . ” menu choice, opens the Agent Settings dialog box for queue administrator. The following options can be enabled or disabled for all members of the call queue: View agent/call info When enabled, when new calls come into the call queue they can be seen in the queue window.
- Page 38 particular customer on a problem may use this. When the agent sees that customer has called in again (by the displayed Caller ID), they can take the call right away so that the customer can continue working with the same agent on the problem. Available privilege When enabled, this option gives the agent the ability to control their “available”...
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Page 39: Enabling The Call Record Feature
Important Note: %V must be used and NOT %E to specify the extension number. 3) You must tell Amanda which ports will be used to perform the call recordings by specifying “record” under the port parameters “groups” list. At least one port must be set to “record”... -
Page 40: Call Menu Options
9 Call Menu Options From the “Call” menu, you can click “Take Call. . . ” or “Print Call”. You can also double click on the call itself to open the call settings dialog. This gives you an advanced set of options when working with a queued call. When a call is active, besides clicking on the call and choosing to take call, you can find out more information about the call. - Page 41 Play Caller Name When call screening is enabled, the play caller name button can be used to hear the recording made by Amanda when screening the call. This feature is not typically used with call queues, but can be very useful when using a personal queue.
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Page 42: Reports Menu Options
10 Reports Menu Options The Reports menu gives queue supervisors and the administrator access to a number of different types of call queue reports. The reports fall into four basic categories, which are the initial menu items displayed: Calls. . . Call reports can be any of three sub-reports: Incoming Calls, Call Duration, and Lost Calls. - Page 43 Figure 27 increments. shows the Detail portion of a Lost Calls report, while Figure 28 shows the graphical portion of the same report. Using the Reports menu, you can separately save the data underlying the graphical portion of the report. Figure 27: Example of the Detail portion of a Lost Calls report Clicking set columns allows you to add, remove, or re-order columns in the report.
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Page 44: Calls
Figure 28: Example of the Graph portion of a Lost Calls report The invert graph checkbox switches the vertical and horizontal axis of the graph. 10.1 Calls... Incoming Calls Report The Incoming Calls Report shows the number of calls “offered” to the queue (calls that entered the queue), and what happened to those calls: the number answered and the number that were lost (hung up after the early hangup period). -
Page 45: Calls
Figure 29: Example Incoming Calls Report For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.2 Calls… Call Duration Report The Call Duration report is similar to the Incoming Calls report, but it shows only the number of calls and the average and maximum duration of those calls during the indicated time periods. -
Page 46: Calls
For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.3 Calls… Lost Calls Report The Lost Calls report is also similar to the Incoming Calls report, but it focuses on calls that did not reach an agent. It shows the percentage of calls that are lost during each period of time, as well as the average and maximum times that callers waited before hanging up. -
Page 47: All Agents Stats
Figure 32: Example Caller ID Report For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.5 All Agents Stats The All Agents Stats report shows, for each agent of the queue, the cumulative time they were logged in and the total number of calls taken over the entire reporting period. -
Page 48: Specific Agent Stats
These last items are computed only for agents who are connected to the system directly through an “MSI” card. Amanda cannot be aware of hold and transfer activities by agents who are connected by an external telephone switching system. -
Page 49: Agent Need
Figure 35: Example Specific Agent Actions Report For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.9 Agent Need This report gives the supervisor an idea of the overall activity in a queue over a period of time, broken down by a selected interval (such as, hourly). -
Page 50: Call List
Figure 36: Example Agent Need Report For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.10 Call List… Specific Agent This report allows the supervisor to see how many calls a specific agent has taken providing important information about each specific call including the time, caller id number (if applicable), how long each caller held in queue before their call was answered (delay), how long the agent was on the call (talk time), and shows any comments entered by the agent about the call (if wrapup... -
Page 51: Call List
Figure 37: Example Call List / Specific Agent Report For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.11 Call List… All Agents This report is very similar to the Specific Agent report except it shows answered by all agents. -
Page 52: Call List
For report column header descriptions see Appendix A Table 1: Call Report Reference Table. 10.12 Call List… Dropped Calls This report is different from the other call list report because it only shows calls that were dropped from the queue before being connected to an agent. This information is useful to a supervisor where they can access the caller id numbers of the dropped calls and call them back or have an available agent return their calls. -
Page 53: Window Menu Options
11 Window Menu Options Figure 40 Using the Window menu, shown in , you can customize the CallQ Agent view to your liking. Figure 40: The Windows Menu The following list explains what each window menu option is used for: Show Statistics This is a “toggle”... -
Page 54: Real-Time Statistics Dashboard Display
Figure 41: Example of connecting to two queues simultaneously 11.1 Real-Time Statistics Dashboard Display Figure 42 An example of this display is shown in . The information shown in this display includes: Call Queue This control allows you to determine which of the queues to which you are connected should have its real-time statistics displayed in the Dashboard. - Page 55 Answered Shows the number of calls answered during this period. This number can potentially be higher than the number of calls entered, since the calls may have entered the queue prior to the beginning of the period. Answered hour rate Shows the hourly rate that agents are answering calls (updated every 5 minutes).
- Page 56 Figure 42: Example of the real-time statistics “Dashboard” The Dashboard display shows data, which is instantaneously updated. That is, as soon as a call comes into the queue, the Entered value will be incremented. When it is connected to an agent, dials out, or hangs up, the appropriate fields will also be updated right away.
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Page 57: Appendix A
Appendix A Table 1: Call Report Reference Table Column Header Description Reports Used Action Represents actions taken by agents of Agents: Specific Agent Actions the call queue. Actions can be attaching to a queue, checking for calls, making you available, unavailable, connecting a call, wrapping up a call and detaching from the queue. - Page 58 Ave Handling The average talk time plus the average Calls: Incoming Calls, Agents: Time wrapup time. Specific Agent Stats, Agents: All Q Specific Agent Stats, Agents: All Agent Stats Ave Lost Delay The average lost call delay based on the Calls: Lost Calls total delay time of lost calls divided by the total number of lost calls.
- Page 59 Dropped Calls The number of times that the agent was Agents: Specific Agent Stats, Agents: in the Available state and was presented All Q Specific Agent with a call that the agent did not answer. Stats, Agents: All Agent Stats Entered Rate The number of calls that entered the Agents: Agent Need...
- Page 60 Max Lost Delay The longest amount of time a caller Calls: Lost Calls, waited to be answered before deciding to hangup before being answered by an agent. Max Duration Shows the highest call duration for the Calls: Call Duration specified time period. Max in Queue Shows the highest number of calls Calls: Incoming...
- Page 61 for the maximum queue time without being answered by an agent. Transfers Number of successful call transfers from Agents: Specific Agent Stats, Agents: the call queue to an agent. All Q Specific Agent Stats Unavailable The number of times within the specified Agents: Agent Need time period that agents were in an unavailable state.
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