Service manual

OpenScape Business V1
Sales Information Page 26 04.06.2013
them. myAgent also ensures that your agents always know how many callers are still in the
queue and can thus always respond appropriately.
Depending on the assigned role (authorization level), more than 20 predefined reports can be
created, e.g., to check how many calls were received by each agent.
myAgent provides the following features:
– Processing of
– Make Call
– Faxes
– E-mails
– Callback function for agents
– Displaying and changing the agent status
– Displaying and changing the presence status of internal subscribers of the communication
system
– Real-time presentation of queues
– Recording of calls, if activated in the communication system
– Request for assistance through
– Silent monitoring of calls (depending on country)
– Overriding calls
– Instant Messaging
– Integration of the internal directory, external directory and the external offline directory (LDAP)
for searches by name
– Creation of reports based on predefined report templates
Depending on the authorization level assigned to an agent, either a set of standard functions
(agent) or advanced functions (Supervisor or Administrator) are available to the agents in
myAgent (see Administrator Documentation, Multimedia Contact Center).
The assignment of agents to queues occurs using the myAgent application. Only an agent with
the authorization level of a Supervisor or an Administrator can make this assignment. The
following properties, which affect the distribution of calls, faxes and e-mails in a queue, can be
assigned here to the agents (agent assignment (binding)):
– Primary Agent or Overflow Agent
Calls are distributed uniformly to primary agents. An overflow agent receives a call only when
the number of calls exceeds a defined number or when a call has exceeded a specified
waiting period.
– Overflow after seconds in queue
Calls that exceed this waiting period and received by an overflow agent.
– Overflow after calls in queue
Calls that exceed the maximum number are received by an overflow agent.
– Skill Level
Skill levels control the distribution of calls to agents in call queues. Agents with higher skill
levels are given precedence when calls are distributed. In cases where all agents have the
same skill level the longest idle agent receives the call.