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Inter-Tel Contact Center Suite User Manual

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Summary of Contents for Inter-Tel Contact Center Suite

  • Page 1 Contact Center Suite User Guide...
  • Page 3 ® This Inter-Tel Contact Center Suite User Guide is released by Inter-Tel, Inc. as a guide for end-users. It provides information necessary to use Contact Center Suite. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice.

  • Page 5: Table Of Contents

    Features of Contact Center Suite v4.0 and Later ....... .
  • Page 6 Using Button Manager ........... . 25 Adding a Button .
  • Page 7 RealViewer ............45 Introduction .
  • Page 8 Reporter Real-Time ........... 65 Introduction .

  • Page 9: Overview

    To help you find information more quickly, this guide is divided into six sections: • Overview: This section gives a brief description of the Contact Center Suite client applications and the features in version 4.0 and later. It also contains information on other sources of help for using Contact Center Suite.

  • Page 10: Online Help

    You can also use the drop-down menu to select help topics. Click the Previous and Next icons to navigate through the related topics in the chosen book. book selector list Contact Center Suite User Guide...

  • Page 11: Searching Help

    Where to Find Additional Information You can find additional information in the Contact Center Suite Installation Manual (part no. 835.2208) or in the online Help for each of the individual clients. This User Guide does not include information on the Server, Data Manager, and Intelligent Router.

  • Page 12: About Contact Center Suite

    • Inter-Tel 7000 Network Communications Solutions Contact Center Suite is ideal for businesses, such as an order entry center, help desk (customer support), telemarketing firm, etc., that experience high call volumes and use a computerized database and/or an automatic call distribution system, although it is also suited to low-volume environments.

  • Page 13: Software Applications

    Server, and allows the administrator to configure various settings, such as lists of devices, or how to connect to the telephone system. The Data Manager can also be executed on the same computer as the Server. Refer to the Contact Center Suite Installation Manual for information on Data Manager.

  • Page 14: Support Services

    NOTE the Server using Inter-Tel Remote Support. If you have questions about any of the Contact Center Suite products, refer to this manual or the online help. If you need additional support, please contact the designated on-site System Manager. If this does not resolve the problem, contact your authorized Inter-Tel provider for technical assistance.

  • Page 15: Callviewer

    Version 4.1 of CallViewer provides Media Blending functionality. When an agent is routed an e-mail by Intelligent Router, the e-mail message appears in Contact Center Suite just like a received call. If you are using Connection Assistant, the information in this section applies, however, refer to the Options License topic in the online help for details on CallViewer and Connection Assistant feature differences.

  • Page 16: Using Startup Wizard

    Enable this option when you need to simulate calls to test macros that you have written. Simulation mode is only used with the Contact Center Suite Developer SDK when creating user-defined actions. If you are not...
  • Page 17 For each selection, you see a sample picture and a description of the features included. The example below shows the Executive Display. You can change to another “Look and Feel” selection at a later time if you NOTE choose. See page 14 for details. Contact Center Suite User Guide...
  • Page 18 Ready To Go action when defining a new rule or button. You can also edit the settings of a Ready To Go solution created using the Startup Wizard using the Action Manager. See the online help for details on configuring Ready To Go solutions. Contact Center Suite User Guide...
  • Page 19 Long distance code: Enter the code required to dial outside your area code (e.g., 1 for the US). o Don’t dial long distance code: Enter a comma-separated list of area codes that do not require the long distance code. Contact Center Suite User Guide...
  • Page 20 For example, the “Set Call Note” macro from v3.x has been entirely replaced by a built-in feature, so you can delete that button or associated macros. Contact Center Suite User Guide...

  • Page 21: Using The Callviewer Tray Bar Icon

    “Controlling Calls with CallViewer” on page 23 for details on using the menu options. Right-click the tray bar icon to display the Main Menu; refer to the online help for descriptions of the menu options. Contact Center Suite User Guide...

  • Page 22: Using The Look And Feel Options

    CallViewer Executive Display: Provides a small main window with options to open additional windows for the dial pad, active calls, call history, and user-defined buttons. This option may be preferred by call center agents and managers or non-call center users because of its flexibility. Contact Center Suite User Guide...
  • Page 23 System Menu icon Feature buttons Each look and feel choice contains its own set of options and features, such as an active call list, call history, and dial pad, which are described in the following sections. Contact Center Suite User Guide...

  • Page 24: Exploring Look And Feel Components

    You can move all the docked windows as one by dragging the titlebar of the main window (or if two other windows are docked together, dragging the titlebar of the window that has been docked to). Contact Center Suite User Guide...
  • Page 25 ) indicates whether a call annotation is present for this call or e-mail. If the icon is present, then the call or e-mail has an annotation. Hover the mouse cursor over the icon to display the current call note. Contact Center Suite User Guide...
  • Page 26 See the online help for descriptions of the available call control buttons. Examining Call Details To obtain a summary of information on the current call you are handling, double-click a call in the active call list. The Call Details screen is displayed, as shown below. Contact Center Suite User Guide...
  • Page 27 Items are updated in the list only when CallViewer is connected to the CTI Server. page 28 for information on using call history. Contact Center Suite User Guide...
  • Page 28 You can also filter a contact list to make it easier to locate calls. Click the Options button on the Call History window to display the Call History Options dialog box. Refer to the online help for details on using this feature. Contact Center Suite User Guide...

  • Page 29: Action Menu

    The Action Menu allows you to perform various call control actions on the active call, much like clicking call control icons described in “Using the Active Call List” on page Contact Center Suite User Guide...

  • Page 30: Changing The Look

    To use a control button, select the item in the call list and then click the desired control button. In addition to the call controls, there may be options for user-defined actions, which are represented with a icon. See the online help for descriptions of the call control buttons and user-defined actions. Contact Center Suite User Guide...

  • Page 31: Controlling Calls With Callviewer

    2. In the text box, type the extension or number of the destination where you want to transfer or redirect the call. 3. Click OK to transfer or redirect the call, or click Cancel to return to the active call without transferring it. Contact Center Suite User Guide...

  • Page 32: Using Go Dial And Quick Connect

    7000 phone system Free (E-mail) You are available for e-mails. Wrapup (E-mail) You are in wrapup following an e-mail. Unlicensed (Inter-Tel You have exceeded the number of concurrent agent 7000 system only) licenses available for this application. Contact Center Suite User Guide...

  • Page 33: Using Button Manager

    Button Manger shortcut menu, as shown at right, and then click Buttons. The Button Manager dialog box opens, as shown below. See the “Sizing Buttons” topic in the online help for details on using Button NOTE Manager’s Options tab. Contact Center Suite User Guide...

  • Page 34: Adding A Button

    5. Type the number that your button will dial in the Make a call to this telephone number text box. 6. Click OK. For this example, you will not assign the speed dial to a hot key, however, see the online help if you want to do so. Contact Center Suite User Guide...
  • Page 35 You can add the Account Code field to the Call List Fields (for the Active Call NOTE List) and/or the Call Log Fields (for the Call History). See the Options topics in the online help for details. Contact Center Suite User Guide...

  • Page 36: Editing Or Removing Buttons

    This action is not supported when using the Inter-Tel 7000 system. To change NOTE your DND/Status, you must use Personal Communicator and change the “when I receive a call”...

  • Page 37: Advanced Callviewer Topics

    CTRL + H. The LED on the button illuminates to indicate that you have requested help. Supervisors can enable the agent list tile in Reporter Real-Time to show which agents have requested help. Contact Center Suite User Guide...

  • Page 38: Screen Popping Calls And E-Mails

    • Action: Displays the action that this rule executes when the rule fires. Contact Center Suite User Guide...
  • Page 39 9. From the search extent drop-down, select Search everything to search all phone fields using all number formats. 10. Click OK to finish the Ready To Go configuration. 11. Click OK to finish the rule. Contact Center Suite User Guide...

  • Page 40: Media Blending

    Router to route other forms of media, such as e-mail messages, among available agents just like it routes calls. If Media Blending has been enabled on your Contact Center Suite system, you may receive e-mail messages that Intelligent Router has routed to you via the hunt group you are logged into.
  • Page 41 Outlook, select the message and then click Reply. 2. Add the text #[NRN]# somewhere in the subject field of the message. You do not need to add anything to the body of the message. 3. Click Send. Contact Center Suite User Guide...
  • Page 42 #[BUSYEMAIL]# ACD status. #[WU]# Sets the agent into the Wrapup ACD #[WRAPUP]# status. #[WUE]# Sets the agent into the Wrapup #[WRAPUPEMAIL]# (E-mail) ACD status. #[BNA]# Sets the agent into the Busy N/A ACD #[BUSYNA]# status. Contact Center Suite User Guide...

  • Page 43: Tiles, Filters, And Statistics

    Suite. Introduction There are three elements of Contact Center Suite that are common to multiple client applications: tiles, filters, and statistics. This section provides general concepts for each of these. See the remaining sections of this User Guide for specific details of each application’s usage.

  • Page 44: Adding A Tile

    Yes to remove the tile or No to cancel the action. NOTE Removing a tile cannot be undone. You can also remove all tiles by using the Tiles property page of the Options property sheet (see the online help). Contact Center Suite User Guide...

  • Page 45: Filters

    The Filter Manager lists the currently available filters and provides access to programming options. To display the Filter Manager, click the Filter Manager button ( ) on the toolbar or press CTRL + F. Or, select Filter Manager from the main menu. Contact Center Suite User Guide...

  • Page 46: Adding A Filter

    2. Select the tab corresponding to the information you want to use as the filtering parameters. Your options are as follows: • General • Call Route • ACD Hunt Groups • Direction & DID • Duration • Call Status • Information • Transferred Calls • Miscellaneous Contact Center Suite User Guide...
  • Page 47 3. In the Devices section, select the agent ID number from the drop-down list to include in the filter, for example, 6234. 4. Click OK. The Agt. 1234 filter is ready to be applied to a tile. Contact Center Suite User Guide...
  • Page 48 4. Click OK. The Call Stats-HG2000 filter is ready to be applied to a tile. Other Filter Suggestions The following filter suggestions are a few of the many types you can create to analyze activities in Contact Center Suite: • Filters on Direction •...

  • Page 49: Editing A Filter

    3. At the prompt, click Yes to delete the filter or No to cancel the action. If you click Yes, the filter will be removed, and any tiles using the filter will revert to the default All Calls filter, which cannot be removed. Contact Center Suite User Guide...

  • Page 50: Statistics

    Statistics Every piece of data that can be displayed in Contact Center Suite is a statistic. Some of these relate to information about a particular call, but the majority of statistics are calculated values. How you choose to create your tiles and filters affects how the statistics are calculated.

  • Page 51: Using Statistics

    3. On the ACD Hunt Group tab, select the hunt group number to include in the filter, for example, 2000. 4. Click OK. The Agent Status for HG 2000 filter is ready to be applied to a tile. Contact Center Suite User Guide...

  • Page 53: Realviewer

    RealViewer requires an available license on the Server dongle. If a RealViewer license is not available, Call Summary, which does not support custom filters and certain statistics, is invoked. Refer to the Contact Center Suite Installation Manual or the online help for details on features available with different license levels.
  • Page 54 Connect to this CTI Server: Select this option to use the server that you specify in the text box below this option. • RealViewer Style: This page, shown below, allows you to choose the style of RealViewer screen that you would like to create. Contact Center Suite User Guide...
  • Page 55 Your extension: Enter the extension that you use to make and receive calls. o Your group: Enter the list of extensions in your group, including your own extension. Each entry should be separated by a comma (,). Contact Center Suite User Guide...
  • Page 56 • Finished: If you want to review your choices, use the Next and Back buttons. When you are satisfied with your selections, click Finish to create the default RealViewer screen or Cancel to close RealViewer. Contact Center Suite User Guide...

  • Page 57: Adding A Deskboard Tile

    If Call Summary is running, any statistics that are not supported are disabled. NOTE f you change a statistic for a tile, also change the caption to match the statistic. If you do not change the caption, it may become confusing. Contact Center Suite User Guide...
  • Page 58 See pages 37 for details on filters. NOTE The Filter options are disabled if running Call Summary. 3. Select the Appearance tab. Contact Center Suite User Guide...
  • Page 59 Active Call Statistics, and then Calls Waiting. The Calls Waiting caption is automatically added. For this example, leave the label as it appears, however, you may customize others you create that you want to distinguish from tiles with similar content. Contact Center Suite User Guide...

  • Page 60: Applying Filters To Tiles

    When a filter is selected, the statistics on all tiles are recalculated. Notice that the name of the current filter appears under the caption on the tile. Contact Center Suite User Guide...

  • Page 61: Advanced Realviewer Topics

    BEFORE the highlighted tile. • Using the toolbar icon ( ), you can arrange the tiles in a grid, columns, rows, or by best fit. Refer to the online help for details. Contact Center Suite User Guide...

  • Page 63: Reporter

    Reporter This chapter provides detailed information on the Reporter module in Contact Center Suite. Introduction Reporter Basic, Reporter, and Reporter Pro are used to run historical reports on call, e- mail, and agent activity information, which is stored within a database on the CTI Server.
  • Page 64 Finished Page: To complete the Reporter configuration, click Finish in the Startup Wizard. You can modify these configurations at any time while running Reporter. See “Network Settings” and “Options” topics in the online help for details. Contact Center Suite User Guide...

  • Page 65: Running Reports

    To view a previously run report: Right-click on the report name and select View Saved Report. It takes longer to generate reports that were not previously run because NOTE Reporter must gather and analyze data from Contact Center Server. Contact Center Suite User Guide...

  • Page 66: Report Options

    To apply a filter to a report, click the Filter ( ) button in the report’s toolbar and select an existing filter or click Add Filter to create a new one (see “Adding a Filter” on page 38). Contact Center Suite User Guide...

  • Page 67: Creating A Report

    Click Call Cost by Cost Group report in the Report Type list. 3. On the Date/Time tab, select Last Month. 4. On the Fields tab, remove the Calls In and % Of All Calls In fields. 5. Click OK. The report is run automatically. Contact Center Suite User Guide...

  • Page 68: Exporting Data

    • Click the Print button ( ) on the toolbar. This option sends the report directly to the default printer. • Press CTRL + P. • Select Print from the shortcut (right-click) or main menu. Contact Center Suite User Guide...

  • Page 69: Playing Back Recorded Calls

    If the call recording integration option was installed during the installation of Reporter, you will be able to play back recordings from within Call List or Call Detail reports. See the Contact Center Suite Installation Manual or the online help for recording server configuration details.
  • Page 70 Finish. If you want to change either the file name or location, click Browse to change the defaults before clicking Finish. 9. Click OK. The schedule list shows the Weekly Report and the scheduled time. Contact Center Suite User Guide...
  • Page 71 When the report is finished, Reporter creates a new e-mail message in your e-mail application with the report file attached, for example, Call List.xls. 7. Type the e-mail address to which you want to send the exported report. Contact Center Suite User Guide...

  • Page 73: Reporter Real-Time

    DID number, telephone number, etc. Reporter has several different variations that are either enabled or disabled, based upon the software license that you have purchased, as described in the Contact Center Suite Installation Manual and the online help.

  • Page 74: Using Startup Wizard

    Next and Back buttons. After you are satisfied with your selections, click Finish. You can modify these configurations at any time while running Reporter Real-Time. See “Network Settings” and “Options” topics in the online help for details. Contact Center Suite User Guide...

  • Page 75: Using Reporter Real-Time Tiles

    • Deskboard tile: Used to display a single call summary statistic. • Multi Stat tile: Similar to Deskboard tile, but displays several call summary statistics in a list format. Contact Center Suite User Guide...
  • Page 76 Graph Over Time tile: Displays a single statistic over a period of time. The statistic can also be summarized by a particular time period (for example, every 15 minutes) to give an indication of telephone activity over time. Contact Center Suite User Guide...
  • Page 77 • StationViewer tile: Displays buttons that indicate the current status of an extension or agent, allowing you to easily identify who is busy, idle, etc. Contact Center Suite User Guide...
  • Page 78 Extension List tile: Displays various statistics per extension, such as the Caller ID of the call on the extension, with colors to indicate the status of calls. The tile can also display summary information for each extension, such as total talk time, calls handled, etc. Contact Center Suite User Guide...
  • Page 79 Trunk List tile: Displays various statistics per trunk, such as the Caller ID of the call on the trunk, with colors to indicate the status of calls. The tile can also display summary information for each trunk, such as calls handled, average ring time, etc. Contact Center Suite User Guide...
  • Page 80 The contact list can only display call detail statistics and is dynamic, showing only calls that are currently active. • Extension Detail tile: Displays every available statistic for a given extension and graphs some of this information. Contact Center Suite User Guide...

  • Page 81: Adding A Tile

    ) on the toolbar or click Add tile from the shortcut (right- click) menu and then select the tile type. The new tile is created, and the property sheet for that tile opens. See the online help for details on completing the tile options. Contact Center Suite User Guide...
  • Page 82 Status column header. The data is now arranged with the agents who are logged in and busy at the top of the tile, followed by the agents who are free, logged out, not available, etc. Contact Center Suite User Guide...

  • Page 83: Changing Statistics On A List Tile

    3. On the Fields tab, click the Direction field and then click Remove. 4. Click Add and then select User Ans On. 5. Click OK. The tile is automatically updated with the new field you added. Contact Center Suite User Guide...

  • Page 84: Using Tile Alarms

    Applying a filter to a tile affects all statistics on the tile, allowing you to view similar statistics for a given filter, such as a group of agents. Refer to the “Tiles, Filters, and Statistics” “RealViewer” sections for information on creating and applying filters. Contact Center Suite User Guide...

  • Page 85: Advanced Reporter Real-Time Topics

    StationViewer list tiles are not filtered like other tile types. When you add a StationViewer tile, it is empty. You must fill the tile with extensions or agents as described in the following example. Contact Center Suite User Guide...
  • Page 86 When the option is disabled, the button face color is static and only the LED changes color to reflect the device state. 6. Click OK. Contact Center Suite User Guide...

  • Page 87: Using Call Control

    1. From an extension, agent, or trunk list tile, click on the device you want to transfer to your extension. The call control menu is displayed. 2. Select Steal Call. The call is transferred to your extension, but not automatically answered. Contact Center Suite User Guide...
  • Page 88 The agent is informed of the intrusion by a beeping noise, and can refuse to accept the intrusion. If the agent accepts, then the Supervisor extension will intrude on the conversation, as if they had been conferenced in. NOTE This option is available only on the Inter-Tel 7000 system. Contact Center Suite User Guide...

  • Page 89: Using Auto Reporter

    Record This Call: You can also record calls at an agent or extension to your mailbox. To record a call, select Record This Call. When the call ends, the recording will appear in your mailbox. See the Contact Center Suite Installation Manual or the online help for details on configuring flags and mailboxes.

  • Page 91: Index

    E-Mailing Reports 61 buttons 18 Enquiry Transfer 79 extension 66 StationViewer 79 Executive Display Look 14 Call Costing 56 Export Reports 5 Call Detail 18 Exporting Data 60 Call Details 18 Extension Detail Tile 72 Contact Center Suite User Guide...
  • Page 92 No Reply Necessary (NRN) 33 Import Non-international Calls 11 automatic macros 13 NRN 33 button macros 13 configurations 12 hot keys 13 Intelligent Router 3, 5, 6, 32, 37 Online Help 2 Internal Call Modeling 6, 45 Outlook 33 Contact Center Suite User Guide...
  • Page 93 5 StationViewer 69, 77 Show Statistics for a Group 47 Show Statistics for an Individual 47 Trunk List 71 Show Statistics for Everyone 47 Tile Alarms 53, 76 Silent Monitor 80 Tiles 35, 67 Contact Center Suite User Guide...
  • Page 94 16 Type of Calls 47 Wrapup 34 Wrapup (E-mail) 34 Unzoom Tile 36 Upgrade 56 Your extension 47 Use Report View 74 Your group 47 User Button 16 Wild Cards 39 Zoom Tile 36 Contact Center Suite User Guide...
  • Page 96 Part No. 835.2209 Issue 4.1, Revised June 2007 A946/331:A...

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