User`s guide

19(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
• desktop messaging
• view abandoned callers list
• desktop menu
For an agent/supervisor having fewer privileges the
Desktop Toolbar is limited. Below is an example of a
minimum agent toolbar for a user with limited
privileges:
Important features
• Making calls
CCA provides dialling capability via digit entry on
the PC, directory dialling by using the CCA
personal directory or the BusinessPhone
Operator Suite corporate directory. The Search
functionality of CCA works transparently with
these two directories.
• Receiving calls
The Call Window is popping up on to the screen,
if the user wants this option. The user will also be
alerted by a red colour in the status field.
• Agent ACD log on/log off
Provides basic ACD log on/log off and ACD
Pause capability. Additionaly, privileged users
may modify their ACD configuration, or that of
another agent, to better respond to traffic flows
and to change shifts.
• Help/Intrude
Allows users to request assistance from a
supervisor for a particular call and to send an
accompanying message with the request. If the
request is accepted, the supervisor is
automatically placing a call to the agent requiring
assistance. The user may select from a list the
supervisor or super user (can be defined in the
system) to be contacted in case of needed help.
• Continuous monitoring
Allows a supervisor or privileged users to
monitor user’s conversation over successive
calls or one single call. If the designated agent
receives a call, the supervisor is automatically
brought into the call via silent intrusion by CCA.
• Clerical time
Visual indicator of clerical time, manual
cancelling of clerical time
• Force log off/Pause
Allows a privileged supervisor to change the
ACD status of another user or the entire group of
users
• Call code entry
Allows users to enter one or more call codes
from a pre-defined list for in- and outbound calls.
Call codes are sent to the CCS (if existing) and
are validated by CCS
• Consultation Call Information
If an agent is consulted by another agent with an
ACD call on hold, the consulted agent can view
details about the ACD call.
• Desktop messaging
Allows privileged users to send a text message
to other users or groups of users. The user can
select from a list of logged on agents and user
groups.
• DTMF support
CCA supports sending of DTMF tones.
• Statistics
CCA enables users to view real-time statistics.
• Call-back of abandoned queued calls
The abandoned queued calls are presented to
the users as a list of all abandoned queued calls.
The user has a button to execute, schedule or
delete a call. The user has access to the Dial
Directory or the Dial Pad. Search functionality is
supported.
The entries are checked with the log file to
search for identical caller numbers to display the
number of times a specific call has been
abandoned.
It is also configurable whether the abandoned
queued calls shall be presented to the user as a
list or directly as pop-up dialog.
• DDE: Screen Pop
CCA provides a DDE interface (Dynamic Data
Exchange), which allows CCA to trigger other
applications to perform actions on CCA’s behalf,
and allows other DDE-enabled applications to
instruct CCA to perform actions on their behalf.
If you have been assigned with the Configure
DDE privilege, the Configure DDE command,