User Guide


inContact Agent

Version 4.2.1













inContact is provided by Telenor ASA

This User Guide is confidential and should not be copied or distributed to 3. parties.

Content:



Introduction 3

Definitions 3

Login 4

Main Window 5

Menus 6

File 6

View 6

Status 7

Call 8

Tools 8

Log file viewer 8

Options dialog 9

Help 13

Operator status line 14

Operators and Queues 16

Flexible login to queues 18

My History 19

My Statistics 20

Call 21

Search 22

Call Control 24

Switchboard 25


Introduction

inContact Agent is the user interface on the operators or agents (hereafter named operators) PC for access to the organization’s inContact solution.

inContact is a telecommunications solution which provides routing and queuing for contact centers and switchboards. The service is accessed through Telenor’s IN (Intelligent Network) phone numbers , or via forwarding from each employees phone when used as a switchboard service.

Each operator gets an operator-ID and password (PIN-code), which is used to log in with the inContact Agent. Once logged on the operator is ready to receive calls on his/hers telephone.

A list of skills is connected to each operators user profile (provided that the solution is configured with different queues). These skills can for instance relate to alternatives choices the caller does in a speech or interactive menu.

With inContact Agent the operator can receive and transfer calls and access information about the number of calls waiting, the number of calls answered that day, lost calls etc..

Definitions

Organization is used for the unit that the users are working in and that has implemented the inContact solution.

Operator is used in this document for the persons that handles the calls on behalf of the organization.

Administrator is a separate user interface for managers, supervisors, team leaders, super users etc., which presents information about operators, queues etc. and provide tools to change the configuration of the organization’s inContact solution.

inContact Agent or Agent is the name of the graphical user interface (GUI) that the operator has on the PC to control the inContact service.


Login

When the inContact Agent is started, the login window (Illustration 1: Login window) appears:


Illustration 1: Login window



The operator logs on using the organizations customer-ID, the operators username and a password provided by Telenor.

It is possible to ease the login process by letting the agent remembering the password. The customer ID and username is always remembered.

If the inContact Agent cannot contact the inContact server, an error message is shown. Most likely there is problems with the Internet connection.


Main Window

The main window (Illustration 2: Main window) of the inContact Agent is divided into several areas. From the top, it has a menu which gives access to most functions in the Agent. Below, a status line for the operator, which shows the name of the operator, the phone number on which the operator will receive incoming calls and the current presence status for the operator. Two buttons for easy access to the statuses 'Logged off' and 'Logged on' are available, as well as a quick-statistics area, that shows the number of calls handled today, the average time spent in todays calls, as well as the total of calls waiting in my queues.

The center tabbed area contains a list of operators and queues that are defined for the organization, a history view of past events and a statistics view. Below the center panel the search field can be found. Both the center area and the search field can be used to select which queue, operator or number to forward calls to. Below is a line of call-control buttons to control the current call. The state of the buttons are changed according to the state of the call and if a forward-destination is selected. In the bottom is a status line which shows the connection state to the inContact server.



Illustration 2: Main window




Menus

File

In the File menu the operator can exit the inContact Agent application by choosing the Exit menu item. The application can also be exited by clicking the cross in the upper right corner of the main window or pushing Alt + F4 (standard Windows functionality). If the operator is “logged on” when the application is exited, the Agent will ask if the user wants to change status to ”logged off” before finishing.

View

In the View menu (Illustration 3: View menu), the operator can choose which elements should be visible in the agent, and switch between the tabs in the center. The toolbar is hidden by default, but can be enabled here. The Call Control Panel including the search field can also be hidden. Queue popup in single window toggles if queue status popups that opens when you double click a queue gets individual windows, or snaps into one single window. The sub menu Queue display columns has options for selecting which columns is visible in all the queue displays, both the queue table, and the queue display pop-ups. The tabs (Operators&Queues, History and Statistics) can be selected from the View menu, and also by clicking the tabs in the center of the window directly.


Illustration 3: View menu




Parameter

Description

Active

Indicates if the operator is logged on to the queue, or active in the queue.

In queue

The number of calls currently in queue

Queue limit

The maximum number of calls that are allocated space for in the queue

Longest Delay in Queue (LDQ)

The time spent in the queue for the call that has waited the most right now

Logged on

The number of operators that are active in the queue, and have operator status: Logged on

Logged off

The number of operators that are active in the queue, and have operator status: Logged off

Other status

The number of operators that are active in the queue, and have operator status other than Logged on and Logged off

In call

The number of operators that are active in the queue, and are busy in a call

Calls today

The number of calls that have been in the queue today

Inside QoS (< QoS)

The number of calls today that have been answered before the QoS limit

Outside QoS (> QoS)

The number of calls today that have been answered after the QoS limit

Missed calls

The number of calls today that hung up before being answered

QoS %

Quality of Service for this queue today

Status

The Status menu (Illustration 4: Status menu) contains presence statuses other than ”Logged On” and ”Logged Off”. These can be selected when the operator is occupied with other activities, and is not ready to receive calls via inContact. Calls will only be delivered to the operator when the “Logged on” status is selected. The different other statuses are used for statistics, and to inform the other operators.

The status menu is also available by clicking directly in the status field.


Illustration 4: Status menu



Call

The call menu (Illustration 5: Call menu) has the same actions as the call-control buttons in the lower part of the agent (Forward/transfer, consult, hold/resume and cancel) as well as a special “Release current call” command.

The Release current call command is used if the operator has transferred a call using the telephone (i.e. via the local PBX). In this case, inContact is unaware that the transfer has happened, and by choosing Release current call, inContact is informed that the user is ready to receive new calls again.


Illustration 5: Call menu



Tools

The tools menu (Illustration 6: Tools menu) has easy access to the agents log file. This can be used when troubleshooting issues with the inContact Agent. The Options menu item opens the dialog for changing language, window and logging settings.


Illustration 6: Tools menu



Log file viewer

The log file viewer (Illustration 7: Log file viewer) is a simple tool for viewing log files. It has buttons for opening other (older) files, reloading the current file, a text field for entering text to search for, buttons for searching forwards and backwards for the given text, a toggle button to highlight all occurrences of the the given text, and a button to toggle case-sensitivity.


Illustration 7: Log file viewer



Options dialog


Illustration 8: Options dialog


Restore window on new call – If the inContact agent is minimized, it will be restored to normal size when a new call arrives. This makes it easy to see information about the incoming call.

Minimize window when answering incoming calls – Minimizes the inContact agent when the incoming call reaches the answered state. This leaves room on the desktop for e.g. CRM applications. Often used in conjunction with restore window on new call.

Restore window when call is finished – Restores the inContact agent from minimized to normal size when a call is terminated. Often used in conjunction with minimize window when answering incoming calls, and seldom with restore window on new call.

Window always on top – The inContact agent is always on top of other windows, unless it is minimized.

Hide window when minimized – When the inContact agent is minimized, it is not visible on the task bar, but only in the system tray (Illustration 9: InContact icon in system tray).


Illustration 9: InContact icon in system tray



Language – The currently available language settings are norwegian (bokmål) and english. The new language setting will be used the next time the inContact agent is restarted.

Logging – (Illustration 10: Logging options dialog) The log detail level can be specified for both the inContact agent specific logging and general Java logging (root log). The recommended log level is info or warn. Debug log level can be enabled if problems are encountered. The log files will have a maximum size of 1 MB before a new file is created. The latest 6 files are stored (for each inContact operator).


Illustration 10: Logging options dialog



Copy to clipboard on incoming call – (Illustration 11: Advanced options dialog)If the operator frequently needs to copy information about the incoming call into CRM systems, the Agent can automatically copy the callers phone number, or the “extra info” for the call. The extra info is customer specific, and could be customerIDs.

Select tab on incoming call – The default setting is to show the call tab, but Operators and Queues could also be selected, to be ready to transfer the call.

Clear search field – Tells the Agent when to clear the search field. The default is to clear the search field on incoming call, and after a consult/forward.

Look and Feel – The choices here are depending on what is supported on your Java (tm) installation. On Microsoft Windows (tm), with Java 6, the choices are Windows, Windows classic, Metal, Nimbus and CDE/Motif. The new look will be used the next time the inContact agent is restarted.

Reload from server – This button clears all the local data, all information about operators, queues and all history events, and tries to reload everything from the inContact server.


Illustration 11: Advanced options dialog




Programs

The InContact agent can open a web page as the calls are delivered. Different web pages can be specified for different phases of the call, for alerting, answered call or hangup. InContact can insert information from the current call into the URL of the webpage using special codes. The implemented codes are:

To get information about the call quickly, open the chosen web page when the call is alerting.

You can delay the opening of the page until the call is answered, to give the Operator better control of when the page is opened.

The InContact Agent will use the default Internet browser defined in the operating system, and has little control over how the browser will show the page.

Tip: You can configure your brower to reuse the same window for all calls, or open a new window or tab for each call. In case your browser reuses one window to show each call, there is a risk of loosing information that is partially entererd in a web page. If the browser is used only for displaying information about the call, it could be desireable to reuse the same page for each call.

Tip for IE 6: Select Tools->Internet Options->Advanced. Then modify Browsing->”Reuse windows for launcing shortcuts” as desired.



Illustration 12: Options for opening applications in call



Help

The help menu (Illustration 13: Help menu) gives quick access to the online user guide (this document), the online frequently asked questions (with answers) and the about dialog. The about dialog has information about which version of the inContact agent is installed, and the different configuration parameters. If you have Acrobat Reader installed, you can also open the PDF version of the user guide.


Illustration 13: Help menu



Operator status line

The operators status line shows information about the current operator.


Illustration 14: Operator status line



Name - The full name of the operator, as defined in InContact Administrator.

Phone number - The current phone number of the operator (here 436 71 454) is shown (Illustration 15: Operator phone drop-down). If the drop-down list is opened, the list of available numbers for the current operator is displayed. The numbers in this list are managed from the inContact Administrator. A bold number indicates that this number is in use by another operator (but the other operator is not logged on). The number can still be taken by the current operator. A number in italics is disabled, because it it in use by another operator that is logged on. The other operator must be logged off before this number can be selected. Numbers in normal font are not used by anyone, and are available to the operator. Additional information about the number is shown as tooltip text when the mouse is pointing at the number.

If the list is long, typing the first digits of the number quickly takes you to the requested number.

When a new number is selected, a change button is enabled. The number is not changed before the change button is hit. If the change button is not pushed for about 15 seconds, it disappears, and the original active number is restored in the drop-down menu.


Illustration 15: Operator phone drop-down



Operator status - (Illustration 16: Operator status w/ menu) The current presence status (here Logged off) for the operator. Logged on is the only status where incoming calls from queues will be sent to the operator. Query calls and forwarded calls from other operators can always be received regardless of status, except the Outbound calls status. Logged on is shown in green, Logged off in red, and all other statuses in yellow. The color corresponding to the status is also reflected in the application icon in the upper left corner of the inContact agent, as well as the icon in the system tray (on operating systems that support that, like Microsoft Windows (tm) Illustration 17: inContact icon in systray).

The status can be changed by pushing one of the key combinations listed, or from the menu. The menu is available both from the application menu, and by clicking the operator status field directly. The operator status can also be changed from the inContact server or inContact Administrator. Two buttons: log on and log off are provided for easy access to two common statuses.

The status may only be changed to Logged on if the current operator has an assigned phone number. If the phone number is changed to none (not set), the status of the operator is automatically changed to Logged off.

The Operator may change status during a call, to prevent new calls from arriving the moment the call is terminated.

Observe: inContact delivers calls to the operators based on the principle ”Longest time available”. If an operator chooses a status other than Logged on, that time will also be counted in (as “available” time). Only when a call is finished, the operator will reset the timer, and move to the back of the line for handling new incoming calls.

A history event is generated each time an operator changes the status. These events can be viewed in the history tab. These events will only be seen when the filtering is set to Status Changes or All Events. A summary of the time spent in each status can be viewed in the statistics time in status tab.

After each finished call, the operator may be automatically put in After Call Work status a few seconds. This is configured from the InContact Administrator by the After Call Work parameter on the operator.


Illustration 16: Operator status w/ menu




Illustration 17: inContact icon in systray



Quick statistics – (Illustration 18: Quick statistics) some selected counters for the number of calls received today are displayed to the right. Answered calls are counted behind the green arrow, and unanswered calls behind the red arrow. The average time spent on each of todays calls, and the total number of calls in my queues is also shown.


Illustration 18: Quick statistics



Operators and Queues

The Operators & Queues tab (Illustration 19: Operators & Queues tab) shows all the defined operators and queues for the organization. They are organized into folders defined by the inContact administrator. If a collection of queues is selected in the tree menu (on the left side), the right side is split into two. The upper half shows the queues in the collection, and if a single queue is selected, the lower part shows the operators connected to that queue. A queue can be double-clicked to show a separate queue status monitor window for that queue.

My queues will contain all the queues that the Operator is logged on at the moment. If the Operator is granted rights by the inContact Administrator to log on to queues on the fly, all the selectable queues is listed here as well.

If a folder of queues is double clicked in the tree view to the left, a queue status pop-up window of all the contained queues is opened. Double click in the pop-up window to get alternative views.

The tables in the right hand side can be sorted by clicking on the table headers, and columns can be resized by dragging the delimiters between the headers. Which columns that are shown is selected from the View->Queue display columns menu. You can also right click the column header to get the same menu. The selected columns will be shown in all the queue status pop-up windows as well.

If an operator or a queue is selected, it is also copied to the search field, and will be the target for forward- or consult calls.

Illustration 19: Operators & Queues tab



Illustration 20: Queue status popup for a single queue


Illustration 21: Queue status for a single queue, alternate view



Illustration 22: Queue status window for My queues, horizontal view



Illustration 23: Queue status window for My queues, vertical view


Flexible login to queues

If the Operator is granted rights by the inContact Administrator to log on and off queues on the fly, a checkbox will be shown for each queue in the queue table. A checkmark indicates that the Operator will receive calls from the queue. A checkmark without a box around it, indicates that the Operator doesn't have the right to log off from the queue. The Operator will of course not receive calls from any of the queues unless the Operator status is logged on.





My History

The My History tab (Illustration 24: History tab) shows information about past events, like status changes or calls. The information can be filtered by selecting one of the filter criterias in the drop-down menu.

Rows can be sorted by clicking on one of the column headers. Click twice, and the table is sorted in reversed order.

If a call event is selected, information is copied to the search field, and becomes the target for the next forward or consult call. For an incoming call, the object in the from column is copied, and for an outgoing call, the object in the to column is copied.

A call is regarded as answered if it has a conference time (duration) greater than zero. Outgoing forwarded calls (which have unknown duration) are always regarded as answered.

Events older than 3 months are discarded.

The history events are always synchronized with the inContact server on each logon.

All the timestamps in the history view are from the inContact server, so they may vary from the local time on the operator’s PC, if its clock is not correct.



Illustration 24: History tab



My Statistics

The My Statistics tab (Illustration 25: Statistics tab) shows aggregated information from the history view. The aggregation is for the period selected in the drop down menu, and can be one of: today, last 24 hours, yesterday, this week, last 7 days, last week, this month, last 31 days and last month. Since the statistics information is based on the history events, the statistics are also synchronized with the inContact server on every logon.

The Calls tab shows counters from the calls the operator has participated in.


Illustration 25: Statistics tab



The time in status tab (Illustration 26: Statistics - time in status) shows aggregated time spent in each operator presence status for the given period of time.


Illustration 26: Statistics - time in status



Call

When an incoming call is presented to the operator, it is shown in its own call tab (Illustration 27: Call tab) in the center of the inContact agent.

The following information about the call is shown:

Queue – The name of the last queue the call was in. If the name of the queue is followed by Operator icon, it is a “preferred operator” call, where the call will not be offered to any other operators on the same queue.

From – The phone number of the caller (CLI = calling line identification), unless the number is hidden or no number is available (some foreign calls).

Status – The state of the call: ALERTING, ANSWERED, ONHOLD, TERMINATED and so on.

Wait time – The time the caller has waited from the moment he was enqueued till he was connected to the (first) operator.

Conference time – The time the caller has spent talking to the operator(s). If the caller is put on hold, or forwarded to a new queue, this time is also counted as conference time.

Extra info – Customer specific information for the call. Can be entered digits, customer ID and so on.

The border title also tells what type of call it is. In this example, it is a normal incoming call.

If the call has been redirected, the redirecting number and redirecting reason will also be shown.



Illustration 27: Call tab




Search

A search field is provided to find targets for forward and consult operations. If no search text is provided, but the drop-down list is opened directly, the last used targets for outgoing calls are displayed, as illustrated in Illustration 28: Search in outgoing history.


Illustration 28: Search in outgoing history



If a search text is entered, searching is performed as-you-type (Illustration 29: Search example). Both text and numbers can be searched for. The search matches on substring, so it is not necessary to enter the first part of the name or number. Some context information is displayed along the match, like a graphical symbol, timestamp, operator status or phone number, to easier find the correct match. For queues, the number of calls in the queue/number of logged in operators/ongoing calls from the queue is shown. If a valid match is selected and a call is present, the consult and forward buttons become enabled.

Operators, queues, incoming and outgoing calls are searched for matching objects.

If a valid phone number is entered, it is of course also a target for external forward or consult operations, regardless if it has a corresponding search match or not.

Note: a queue can not be consulted, and an operator without an assigned phone number can not be called.



Illustration 29: Search example



Call Control

The call control buttons changes state depending on the state of the current call, and if a target is selected for forward/consult in the search field (Example in Illustration 30: Consult call with call control buttons).

Forward / Transfer – Forwards the current call to an operator, a queue or an external number. The current operator is immediately disconnected from the call. If the current call is in consult mode, the button becomes a transfer button, and the call can be transferred to the consulted operator or number.

Consult – Puts the incoming call on hold, and performs a consult call to an operator or external number.

Hold / Resume / Switch – Puts the incoming call on hold, or resumes a call put on hold. If in a consult call, switches between the incoming caller and consulted callee.

Cancel – Cancels or hangups an outgoing consult call.


Illustration 30: Consult call with call control buttons








Switchboard

InContact Agent can also be used for switchboards. In that case, it will cooperate with Netwise NOW. NOW will display information from the company directory based on incoming phone numbers, and to search for people to forward calls to. The InContact Agent will be used for showing detailed information about the call, show the status for the queues, and for showing history of previous calls.

When an Operator logs on, the InContact server will indicate if the current Operator should have access to InContact Switchboard. The InContact Agent will then try to start the Netwise NOW program, and initiate communication with it. The InContact Agent program is the same for both Contact Center and Switchboard.

It is recommended that when using InContact Switchboard that the InContact Agent uses the lower 1/3, and Netwise NOW the upper 2/3 of the screen. It is also recommended to hide the toolbar, call control buttons and search field in the InContact Agent. A quick way to accomplish this is by using the Fit layout for use with Netwise button in the View menu.