User`s guide

18(21)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 E
108/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
Structure of CCA application (desktop)
The features of CCA desktop application are divided
into two general categories:
• Call Control features (Call Window) allows to
control the desktop telephone via a computer
interface, including making, answering, holding,
conferencing and transferring calls.
• Enhanced ACD functionality (Desktop
Toolbar) allows the agent/supervisor to access
ACD features on the BusinessPhone via a
computer interface, such as logging on/off,
managing clerical time or call codes.
Additionally, CCA provides ACD features
currently not available with the BusinessPhone
ACD system such as forcing the log off of agents,
continuous monitoring of agents, desktop
messaging, etc.
The Call Window
The Call Window allows to perform basic call
processing functions and specific ACD features.
The Following functions are accessible via the Call
Window:
• dial
• answer
• hang-up
• hold/off hold
• transfer
• conference
• private divert
• Help
• enter call codes
• stop clerical state
• get abandoned call from caller list
The Call Window offers important information about
the call currently ongoing on the agent’s/supervisor’s
telephone:
• Status (text and colour indication)
• Duration Time
• ACD-group
• Name (if available)
• Number (if available)
• Queue Time (time in queue of the calling
party - ACD calls)
• Called Number (original dialled number)
All these functions can be performed by either using
the keyboard function keys or the mouse.
The Desktop Toolbar
The Desktop Toolbar with command buttons will
appear on the agent’s/supervisor’s desktop with the
associated privilege level of the agent/supervisor.
Each agent/supervisor can be assigned different
privileges. The privileges are assigned through the
CCA Configuration application (see CCA Configuration
Tool in this document).
The example below shows the Desktop Toolbar of a
supervisor with full functionality:
The buttons correspond to the following functionality:
• dial
• pause
• ACD log on and group membership
• force log off
• monitoring
• ACD-group day/night-switch (diversion)
• ACD statistics